How to disconnect services?

[HelpMe_Please]

I have been trying to contact Shaw support to disconnect my account.  I phoned Shaw and they told me I had to speak with an agent. I have been on hold for four hours?  Will Shaw answer the phone?

Can anyone give me the postal address of Shaw - I would like to send a complaint.

[mdk · Accepted solution]

I am surprised that you were not given an option to leave your telephone-number, to get a "callback" from Shaw.

Is Shaw's postal address listed on your monthly bill?

Shaw has retail outlets, where you can take in your Shaw equipment, and close your account, in person.

[StillWaiting]

After being hung up on three times I left my number and got a callback. Told them I wanted to disconnect at the start of the conversation. They tried to sell me new plans. When they finally understood that I wanted to disconnect they transferred me to a different department where I waited an hour for someone to answer. Finally I hung up. This was the second time I went through this process today. I also spent hours waiting to get through to their chat line. When I finally connected with one of these people I told them immediately that I wanted to disconnect. The asked for all kinds of information them tried to sell me a new plan. When I finally got through to them that I didn't want to buy a new plan they said they could not help me. Why did they waste my time then? I have spent 7.5 hours on the phone trying to get through to someone who could disconnect my internet and I am not one bit closer.

[mdk]

Were you transferred to Shaw's "Loyalty" department, i.e., to offer you a discount on your services?

Given that the COVID-19 pandemic has caused Shaw to close all their retail outlets, going face-to-face is not an option for you to return all your "rented" hardware: cable-modem, phone-modem, PVR.

So, one trick is to call very early in the morning, or very late in the evening, when the local office is closed. Your call will be routed to a call-centre in some other province, where I hope that you will connect to a more-helpful employee.

Have you have signed-up for a "two-year Value Plan"? A few months ago, I had a team of Telus door-to-door sales representatives, at my front door, offering to "buy me out" of that plan, i.e., pay for all the remaining months, if I switched to Telus.  This is something to consider, if you think that Shaw's retail office will re-open, in a few months, to allow you to do a face-to-face cancellation.