When I had to switch my modem, I had a week without Internet. The technical staff were very professional, but unwilling to do anything more than just sending tickets to Shaw and making promises. It took a week before they agreed to call Shaw. The accounts lady didn't want to consider a refund after my internet was non-existent for days. She was unprofessional, blaming my modem, and said they don't do refunds (even if service isn't delivered).