Phone support is the worst. On hold for hours and hours. Going back to Telus in New Year.

[Clafienere]

This is the worst phone support I have ever experienced.  Unacceptable.

Two days in a row on hold for hours and hours.  Ask for a call back...they say within an hour...great.  Finally get a call back with the automated message that I am number 1 in the queue.  Guess what?  Now I am on hold again for hours and hours...this is pretty much it.  I'm done.

I am looking to go back to Telus where they actually function as a support line and will talk to you within the time stated.  I don't have time to sit here and wait all day because a company can't/won't hire enough staff to man the phones.  I wouldn't be upset if it was a one off time, but its literally everytime I have called in the few months...so this is obviously the norm here.

All I wanted to do was tell a rep to put a note on my account that I will be paying my bill on Friday instead of Wednesday.

[Clafienere]

Update...still on hold now at 2 hours and 49 minutes.  I can't even express how irritating this is.

[Bobfromaccounti]

Trying to cancel, just in the most painful of loops. Call in, told to use the callback, get the callback, wait 1 hour for a person, tell them I want to cancel...and ... they try and send me to another queue, ask them what is the amount of time I should expect to wait.. they aren't able to give that information, but it will be very long, ask for the supervisor, that queue is longer, and they still will send me to the cancel queue , after I share how horrible this is...

Really?

[shaw-tony]

@Clafienere the fastest way to update your payment extension/notification is through your MyShaw account with the steps here. 
@Bobfromaccounti 
I am very sorry for the long waits and experience. We are busier than usual and are working on responding to everyone as quickly as possible. I appreciate your patience.

[rcorkum]

please understand we don't blame shaw employee's at all your given an impossible job.

but please make sure it goes up the food chain.

I just did a post on /r/shaw that I was shocked how horrid the phone queues are when I had to call in the past week, like wow. as to the staff and agents of shaw taking the brunt of this. thank you sincerely for your hard work and to your families and friends have a happy and safe holiday season.

[JT3]

I’m pretty sure they make it next to impossible to cancel so you pay another month ... how am I next in queue for over an hour? Then when I “stay on the line for disconnects”, I’m told I have to wait in another line for disconnects??! Finally wait it out and they just drop the call. I don’t have time for this, and there’s no way I’m paying another bill

[Ethics690]

I absolutely cannot understand why Shaw would offer a call back service only to call you back so you can be put on hold.  Worse... they insist you listen to endless ads and elevator music.  This is just setting the poor operators up to connect with extremely frustrated customers.  TERRIBLE service

[mdk]

@Ethics690 -- you posted the same message in a different thread, and I replied in that thread. Please try to avoid "duplicate" posts.

You get the call-back when Shaw's computer "estimates" that the Shaw customer currently talking to a Shaw Agent is expected to "soon" end their conversation. It is an "are you still there" type of query.