False Promise for Internet Pricing

[kswc13]

I have chatted with specialist named Anju on June 24, 2024 and the specialist stated that “You have a really good offer on the account for ignite internet gigabit for $70+tax, after the fido discount it would be only $60 for 2 year value plan”. I have asked when does it expire because they said that I would have to change my Fido address to get the extra $10 off. Anju said that “that is on the account until 4 months” however 2 weeks needed in order for address to be changed on their end. Great now I chat back in and they are charging me $85-$95 with the first specialist, then I talk to another and changes price and I called in and stated that it will be $70. So inconsistent and specialist are making up prices. I am super upset that I have asked when it will expire and they said that I have 4 months. This is very disappointing and horrible customer service. I am also shocked to learn that over the phone they said that my modem is old, why does Shaw not be proactive in upgrading customer’s devices and does not even care about customers. Wasted so much time on chat and phone call and lack of accountability. Also I have screenshots and transcript and they will not honour it which is lack of professionalism.

[rstra]

@kswc13 Rogers is upgrading modems as plans expires, you will get an Ignite modem if you decided to renew.

[mdk]

@kswc13 wrote: they said that my modem is old, why does Shaw not be proactive in upgrading customer’s devices 

Shaw has a lot of customers.  They also may subscribe to the Red Green philosophy: if it ain't broke, you're not trying hard enough.  🙂    To me, this means that if you have a contract that has an slower Internet speed, then your current modem is sufficient to fulfill the current contract.  If you want to add services that your current cable-modem cannot provide, schedule an upgrade to their newer hardware.