Internet & TV Value Bundle Pricing

[NadiaMarchant]

I’ve just had a long and frustrating discussion with Shaw Customer Support.

From within my account, I submitted an order online for an internet and TV value bundle priced at $170/month for 2 years, with $100 off my bill. I read the agreement carefully before submitting it and no other criteria were specified. The order got accepted and sent for processing. About 30 mins later, I got a message saying Shaw could not provide the pricing offered and to speak to an agent.

Eventually got connected with someone who told me it would be $155/month based on my location, but I would need to speak to another team. I got transferred to another team member who quoted me $195/month - she could not change the pricing in her system to match the original offer. Furthermore, she said I would get different pricing depending on whether I order online, in-store, or by phone as each method has different offers. (Seriously?!). 

So, if I order online it gets cancelled because the pricing is too low and I have to go to a store or order by phone and then pay more?I’ve been with Shaw for many years - seriously thinking about switching, as I can get a better package elsewhere for less money.

[rstra]

@NadiaMarchant  That price was probably for new customers, and you mentioned you already have an account, so you wouldn’t qualify. 

[NadiaMarchant]

1. When I ordered, I was logged into my account and it specifically asked if I was a new or existing customer - I entered “existing”. If the prices aren’t valid, they shouldn’t be offered.
2. I went to a store and was told there are offers for existing customers and to contact the retention team - when I called, I was told there’s no such team.

So frustrating and still trying to get some sense out of customer support.

[mdk]

@NadiaMarchant wrote:  If the prices aren’t valid, they shouldn’t be offered.

The problem is the existing customers. They signed their two-year Value Plans on different dates, and received whatever the current prices were at the start of their individual contract.  So, different customers have different fees. Thus, the web-site does not list the fees for each individual customer.  The web-site lists only the "promotional" prices for prospective customers, and those are the fees that are offered. 

You will have to call them (1-888-472-2222) to talk about renewal fees that will be charged at/near the end of your current contract.

[rstra]

Just renewed my value plan, I had to drop my legacy TV plan and older Ignite boxes. I went with PopularTV, it closely matched my existing legacy plan, plus a lot more. The price was very good.