Telus vs. Shaw - Is One Better Than The Other?


Money saving choices

With the economy and wages the way they are today, it doesn't make sense to spend money irresponsibly on something that you can find elsewhere for a better price.

I had been a Telus customer from long before they changed their name...which is a long time. When we first moved into our house, Telus came to hook us up. Everything was good until the promotion ended. After all was said and done, we were paying $240.00 a month for cable, phone and internet.

This was ludicrous. After looking into a couple of the advertised specials, we decided it was time to switch.

Auspicious beginning?

The sales representative who contacted us assured us that we would still receive all the television channels that we were enjoying through Telus, plus a few that weren't in their line up, and we would have everything for the price of $180.00 a month. Already this was shaping up to be a good move with a savings of $60.00 a month.

After receiving a bill for services in the amount of $95.00 before we were scheduled to be connected, we called Shaw. We then learned that the sales representative dated the service order for two weeks prior to our bill and quoted us the wrong price to boot.

As it turned out, we would be charged $120.00 a month, which gave us an addition savings of $60.00 for a total savings of $120.00 a month. The bill we received was for the PVR rental, and was the result of the original representative dating the service order incorrectly.

Somewhat mollified, and pleased with the reduced prices, we confirmed the service date for January 30th at six p.m. - the only time we could be there to have everything installed.


The hook up day finally arrive, and we awoke to no service. Since we were scheduled for connection to Shaw later that evening, we decided not to bother phoning to ask why we had been disconnected.

When I arrived home from work, I saw a notice from Shaw stating that they could not connect us as were weren't home. I called to explain that we had scheduled the hook up for 6:00 in the evening and was told that the installation would take approximately four hours, so they could not connect us that late in the evening. Of course, we hadn't been informed of this policy. The soonest another technician could hook us up was February 10th, nearly two weeks away.

To make a very long and arduous story short, Shaw compensated us for the lost time and services and we were finally able to use our phone, televisions and computers again.

Bad and badder?

I can't even begin to tell you the hassle it was to move our service from Telus to Shaw. Both companies told us what we wanted to hear and both of them lied to our faces. Disconnection and re-connection took forever, with both companies stating the other was to blame. Complaints fell on deaf ears, and of course, we were the ones who suffered the loss.

You would think that after all was said and done that we would be content with our services, and to be honest, we were very happy with the quality, but we were not thrilled with the monthly bills which ended up being more than we had been paying before the switch.

After several years of trying to reduce our bill and still keep the channels that we enjoyed, Telus finally had a promotion that beat everything. We would save $1500 in the first year alone, and when the promotion was over, we would still be saving more than $70.00 a month paying 'regular' prices.

Shaw tried to tell us that there was no way Telus could afford to connect us for those prices, but after careful consideration, and the knowledge that something would go wrong because it always did when it involved these two companies, we still decided to switch back.

Settling in

Switching back to Telus was a lot easier, than switching to Shaw. The only problem we encountered this time was the deletion of my husbands email account - with all his saved emails. After weeks of back and forth phone calls, we were told that sorry...they couldn't find the lost emails. So, they compensated us for the inconvenience with another six months of promotion and two extra movie channels for free.

At least this time around we were spared the lies and loss of service.

As of this writing, my husband has finally settled down about losing his emails, and is enjoying all the channels that he previously enjoyed before switching to Shaw. We have finally come to the realization that neither one of these companies is truly concerned with their customer's problems, their concern is with their financial bottom line.

I suppose, in the long run, it really doesn't matter which company you pay. If you can afford the price for the privilege of watching television and using your computers, everyone wins.

I guess it really is don't appreciate what you have until it is gone...


While it is understood that there are horror stories about customer service with both of these companies, and that it totally depends on who you have on the other end of the phone line, we were still very surprised that not one person at Telus was concerned with the fact that we wanted to switch our services.

I guess it comes down to the numbers game, with the individual customers left to fend for themselves when it comes to the quality of service and pricing. When we initially signed up for optic T.V. we were treated like preferred customers. Considering I had been a Telus customer long before they changed their name, I presumed we would continue to receive the service I had come to expect.

Unfortunately, no effort was made to help us keep our monthly bill within reasonable expectations, (although several attempts on my part were made throughout our term as customers,) and nothing was done to convince us to stay. That attitude speaks volumes about our importance, even if we are only one small account in the midst of thousands.

I can hardly wait to see what type of service we can expect from now on!

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Comments 10 comments

Home Girl 4 years ago

I hear you, Enelle, I hear you very much! I am so sick of all those stress prividers. I've been with Rogers for many years until those sharks started robbing me blind. Right now I have crappy unlimited(!) Internet usage + even crappier telephone connection on Internet for total $69 dollars a month from Distributel. Cheap, eager to please sevice and if I want to hear somebody without chopping his voice on telephone, I have to stop doing anything on Internet first then talk. And I have free TV wih small digital Antenna - I love this! 19 channels and no monthly bills whatsoever!

Enelle Lamb profile image

Enelle Lamb 4 years ago from Canada's 'California' Author

LOL, personally, I can live with basic cable, but the boyfriend likes the HD channels, news, sports, etc...and we won't even get into what my son wants!

FloraBreenRobison profile image

FloraBreenRobison 4 years ago

As someone who cannot get digital tv through Telus right now and Shaw knows it, I cannot get a hold of a real person at Shaw at all. Between the two-or any company for that matter - I will look at the individual options. My reaction under similar circumstances to yours - and this is coming from someone who doesn't have a lot of money - is that if I do not have the service at all due to any disruption not related to weather currently:anything more than $0 is too much. I think I would put up with the higher bill for everything and see the higher bill as compensation for not having my disruption of service. Really. The amount of time and stress I go through every time my TV service is disrupted I would gladly pay higher money (if it were an option, which it isn't). My piece of mind is pricesless. The other option I would consider is not having any TV at all and go out to movies instead, I was that stressed. I may still do this.

Enelle Lamb profile image

Enelle Lamb 4 years ago from Canada's 'California' Author

I totally understand! I didn't miss the T.V. at all to be honest, but better that than listen to the whining LOL!

RedElf profile image

RedElf 4 years ago from Canada

I used to have great service from Telus - the way they treated you is pretty poor customer service. Now, all I have is a cell phone from them, so we get along pretty well.

Enelle Lamb profile image

Enelle Lamb 4 years ago from Canada's 'California' Author

I was not impressed with their customer service this time around either!

Eiddwen profile image

Eiddwen 4 years ago from Wales

Great work and thank you for sharing.

Take care and have a wonderful day.


Enelle Lamb profile image

Enelle Lamb 4 years ago from Canada's 'California' Author

Thanks for stopping by and commenting Eddy :)

Scribenet profile image

Scribenet 4 years ago from Ontario, Canada

Your experience is echoed probably most everywhere. I have had my battles with various cable providers. If it were up to me, I would do away with paid television service altogether! I love the locally broadcast stations and TVO ... best of all they are free. Internet is another thing altogether, and of course need a phone!

Enelle Lamb profile image

Enelle Lamb 4 years ago from Canada's 'California' Author

How true Scribenet - I'm not thrilled with paying for TV either!

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