Poor service

[regretshoosings]

supposed to have tv/internet service installed June 3, tech cancelled 15 minutes b4 appointment, rescheduled to June 5, tech arrived 45 minutes after appointment only to leave with out us getting service. Spent over six hours on Saturday night with “customer support” to no avail, spent Sunday afternoon on messenger trying to get resolved. Told it was escalated and should be fixed in 24 hrs, spent 1.5 hours on phone Monday to get fixed, still not working. Spent 2 hours on phone Tuesday, Wi-Fi is now working but they are unable to get tv working. Told have to wait til June 11 for a tech. What brutal service 

[mdk]

@regretshoosings -- tech cancelled 15 minutes b4 appointment,

Was any reason given? The Shaw technicians usually are given a two-hour "window" for each appointment, which usually is enough.

But, if the technician working with the customer who is "before" you on the tech's schedule is going "overtime", what should the tech do? Continue to work "overtime" to finish-up with that customer, or "abandon" that customer to travel to your location?

> rescheduled to June 5, tech arrived 45 minutes after appointment

Again, you had a two-hour "window". Did the tech arrive at 45 minutes after the START or the END of your window?

> only to leave with out us getting service.

How long was the tech working at your location? Did the tech hit a "dead-end" -- something that the tech could not fix?  Did the tech give any explanation on why they had to leave?

> Wi-Fi is now working but they are unable to get tv working.

Why not? I think that you got "good service" -- 6 hours of service on Saturday, several hours on Sunday afternoon, 1.5 hours on Monday, and 2 hours on Tuesday.  How much did you pay for that 11+ hours of service? Nothing?

> Told have to wait til June 11 for a tech.

Yes, Shaw typically books 48 to 72 hours in advance of a site-visit.

> What brutal service 

You must have a very-complicated issue, if that quantity (11+ hours) of technical support has not been able to resolve the issue.

If your cable-modem is connected, and it provides WiFi, then disconnect it from the coaxial-cable, and connect the Shaw TV box, and power-on the box. What letters/numbers are shown on the box's tiny screen? "NoIP" ? Other codes?

[regretshoosings]

The tech arrived 45 minutes after the appointment window ended. Not thrilled about being late blog entry they cancel our appointment entirely 3 days earlier with 15 minutes notice with no explanation. Once here, he should have made sure the modem and service was working before leaving , before taking off and then not answering when we called him.  He just left with the service incomplete after being here about 2 hours. He was on the phone To his people  and it was indicated  that the postal code wasn’t coming up, which we gave them again. He the put in a different modem, said it should start working in 15 -20 minutes and you should be able to figure it out from there and self install and took off. It never started working. Tech couldn’t have bothered to wait to make sure we were working or not. Can only guess we were his last appoint as it was coming up on 5pm and he judged wanted his day to end.  If you think being on hold and going 11 days from the time we signed up for service , after an appointment cancellation, tech taking off with out finishing job, 12+ hours on phone/hold with Shaw is “good service”, I can’t imagine what u consider is poor service. And yes we did pay for the service.  we signed up and paid a month in advance for working internet/tv.

[regretshoosings · Accepted solution]

Got help from Shaw head office and finally happy to have functioning internet/tv with good communication back On this getting resolved . Finally get like we were being heard and looked after. Thank you so Much Christine.