Complaints

This profile includes complaints for Bell Internet (Residential)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bell Internet (Residential)

  160 Elgin Street P.O. Box 70092 Ottawa, ON K2P 2M3

• 

  Bell Internet (Residential)

  160 Elgin Street, Room 1970 Ottawa, ON K1G 3J4

• 

  Bell Internet (Residential)

  1970-160 Elgin St Ottawa, ON K1G 3J4

• 

  Bell Internet (Residential)

  375 St Albert Rd St Albert, AB T8N 6R8

• 

  Bell Internet (Residential)

  PO Box 5480 Stn Terminal Vancouver, BC V6B 4B5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently switched to an internet company called ****. They are a bell subsidiary.After 1 week of no issues, my internet went out. It would go out on and off intermittently. This wouldn't be enough to warrant a complaint. My true complaint is that through ebox, and directly through bell, I have scheduled approximately 7 technicians to come and view my internet and solve my issue in the past 2 weeks. Not a single time did a technician arrive, not a single time did I receive a call from **** about cancelation or arrival. I spoke with Ebox numerous times, and they were doing everything they could. But **** refused to give us a reason as to why the technicians did not arrive. I called directly and gave them a ticket number (created by **** on the bell system) and they said it didn't exist and rushed me off the phone. I have never been treated like this by any other company before, this is absurd. This issue was escalated, and yesterday a technical was supposed to show up. And yet again, after being escalated by the agents at ****, the Bell technician did not arrive. I am beyond frustrated, thank goodness I work from home otherwise I would have had to take multiple days off work to be at home for these technicians. The problem being that since I work from home, I need constant internet. I have been using my phone as a hotspot, but I would rather just have the technicians come and fix my internet. If you need any other information please let me know. This has been beyond frustrating. And to clarify, this is an issue with Bell, not with Ebox.

  Business Response

  Date: 03/10/2025

  Dear ****** *****,

  Thank you for reaching out to us.

  With regards to technical issues with your current service provider, you will need to reach out to your service providers technical support team to address any technical issues.

  Thank you,

  *******

  Customer Answer

  Date: 03/10/2025

  Complaint: 23960653
  
  I am rejecting this response because:
  
  I have been in close communication with my service provider about this issue. They have scheduled 8 different technicians to arrive. Today, another technician was supposed to arrive by 5pm. It is now 4:57 and no technician has arrived. 

  I do not think the issue is with ****, my current provider. As they are simply scheduling the technicians. My issue is with ****, as you have not sent a technician, today marking the eighth time in 2 weeks a technician was promised and none arrived. 

  This feels like bell using another company as a shield, and also makes me believe that **** does not have a commitment to try and help me fix my internet. 

  I want 2 things:

  1. A concrete reason as to why **** has not yet sent a technician

  2. For bell to assure me a technician will be sent to assess and fix my issues

  Simply saying to send my complaints to Ebox is not a valid response. This is an issue with your technicians, and promises made to me by ****. 

   

   

  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/10/2025

  Dear ****** *****,

  As the service is not with Bell, we cannot assist. 

  Please reach out to your service provider for assistance.

  Thank you,

  *******

• Initial Complaint

  Date:30/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21, 2025, a Bell Canada technician attended my home to convert my internet service from copper to fibre. During the installation, the technician drilled a hole directly into the exterior brick wall in the exact horizontal path of the electrical wiring feeding my porch/soffit lights. This incorrect drilling severed the wiring.Because it was daylight, we did not notice immediately. When we turned on the light at approximately 7:00 p.m., the home experienced a major short circuit, repeatedly tripping the breaker and knocking out power to the entire house. This created an immediate safety hazard for my family and property.I contacted **** on September 24, 2025 at ~2:00 p.m. EST and spoke with a Loyalty Team representative who identified herself as OD. Instead of addressing the seriousness of the issue, she attempted to dismiss it with a one-month bill creditcompletely inadequate given the circumstances. When I pressed for accountability, she hung up on me mid-conversation. I request that **** review the call recording, which will confirm the representatives unprofessional and ruthless conduct.I have since engaged a licensed electrician. The repair quote is $300 for the first hour and $150 for each additional hour. Total costs are expected to be approximately $1,000. This expense is solely the result of Bells technicians negligence.The nature of the dispute: Bells technician caused property damage and a dangerous electrical fault. **** has refused to take accountability or confirm reimbursement of repair costs.What I want: I am seeking full reimbursement for all repair expenses incurred to restore safe electrical service to my home, along with a formal acknowledgment of the misconduct by their Loyalty Team.Account: *********

  Business Response

  Date: 02/10/2025

  Good day Geeta,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  As you have an open case with the **** with the same concerns, no further information/updates for this case will be provided in the BBB. The response /resolution will be provided through the **** case. 

  
  Kind regards,
  ******
  Bell Canada

  Customer Answer

  Date: 05/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:25/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 20th September 2025, I got offer from field agent of bell that in $50+tax i will get 1.5GBPS internet for 2 years and $50 gift card.I told him i am interested and he mentioned you will get call in few minutes to proceed with your order.I got a call and that lady was in hurry and she did confirm twice speed of 1.5GBPS and she did not confirm the Date of installation to me.1st Issue) When i asked her Date of Installation to 1st Oct 2025 the. she mentioned you are not listening and hand up the phone.2nd Issue) I got email of order and instead of speed 1.5GBPS, she did it for 150MBPS which is 10times less speed that i was told twice by her only.I called Bell again and cancel the order as they can not modify the order and file a complaint.According to complaint I should get call from them within 3 working days but still i did not received any calls.I have recorded call for this.

  Business Response

  Date: 25/09/2025

  Good day Dharminkumar,

  It was a pleasure speaking with you today. I am pleased that were able to discuss your concerns and resolve the matter. Should you have any further questions and/or concerns related to the matter, please contact me.

  Sincere regards,
  
  ******
  Bell Canada

   

• Initial Complaint

  Date:17/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  copy - CRTC - Confirmation Number922428 Submission Date2025-09-11 22:08 Eastern Time .......Labour day weekend, I had a service issue for my wifi. I called my ISP (****) and advised them. At first they thought it was the modem. Which they couldn't fix. So their POC was to send me a replacement by courier. Sun am, I tried them again. They said then it was a portal issue. They refused to send a repair person since my phone line isn't VOIP. I advised **** that I have disabilities and may soon need a fall/life alert service, which isn't compatible with VOIP. They still refused to repair my line/the portal. I told them I no longer wanted wifi through them. To cancel my wifi. On Sun eve I got a hold of Nexstar Comm in *********. And went thru hassles for a week plus trying to get another company to hook me up for just wifi. ****** said they were back ordered for the equipment needed. Nexstar borrowed the things from a friend finally and ****** service call was booked for 2 days ago (9th Sept). ****** *** didn't wear a mask, despite both Nexstar and ***** saying it was requested on the work order. I let him in against my better judgement since I was sick of waiting. With windows/door open as much as possible. The guy kept saying he was an expert. Yet my landlord's maintenance **** and I had to hand hold him on where the key was for telecom to use and how to use it. ****** *** assured me I was hooked up and just had to reboot. But he didn't stay till it was up and running. It didn't work. So Nexstar and ***** spent quite some time getting me online. I'm not sure how long but it was well over an hour. Several hours after ****** left. They were finally able and it's been working fine since. Sept's bill to Bell was paid, but only for the landline $60. I was up to date prior and they happily charged me over $200 p/mth. ***** charged me $160+ fpr the install/incidentals.

  Business Response

  Date: 22/09/2025

  Good day *******,

  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and for giving us the opportunity to address your concern.
  I have reviewed your account, and at this time, there is no record of a request made to our ****************** to cancel your internet service. Additionally, we have not received the return of the modem.
  To proceed, please contact our ****************** at 310-2355 to submit your cancellation request.

  
  Kind regards,

  ******
  Bell Canada

  Business Response

  Date: 25/09/2025

  Good morning *******,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  As you have an open case with the **** with the same concerns, no further information/updates for this case will be provided in the BBB. The response /resolution will be provided through the **** case. 
  
  
  Kind regards,
  
  ******
  Bell Canada
  
  

  Customer Answer

  Date: 25/09/2025

  Complaint: ******** I am rejecting this response because: I didn't reach the loyalty **** as it was a long weekend. I made it clear however to the tech staff that I would only want the phone from then on. Which was Sunday am. That should have been adequate and I'm surprised you would suggest otherwise. Your intro on your system says that our engagements are taped.  As upset as I was, you should have kept a copy "for training purposes"The modem was given to Nexstar along with the old one. I was told that ******* was an agent of yours.  Also, The tech switch was made approx 1 weeks after that mssg to another telecom agency.  Two clear ways to let you know I was no longer a wifi client. Don't try to claim that I didn't make these steps. ******* Sincerely,***** *******

  Business Response

  Date: 25/09/2025

  Good day *******,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  As you have an open case with the **** with the same concerns, no further information/updates for this case will be provided in the BBB. The response /resolution will be provided through the **** case. 
  
  
  Kind regards,
  
  ******
  Bell ******

  Customer Answer

  Date: 29/09/2025

  Complaint: ******** I am rejecting this response because: My response to you is that **** is trying to get **** to close their case. They're saying that it's not the right agency to deal with the complaint. **** is putting all their eggs in one basket and trying to break them.  I hope you'll keep your open at least till we hear if the **** complaint stays open. It's an accessibility issue as well as a billing impropriety one.

  Sincerely,***** *******

• Initial Complaint

  Date:27/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My monthly fee was increased arbitrarily without my consent.

  Business Response

  Date: 28/08/2025

  Good morning ****
   
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
   
  I have reviewed your account and you are currently on a month to month term. Please refer to the Terms of service Section 2, Can Bell make changes to the Agreement: We may change the Services and any term of the Agreement, including increasing the Charges. If required, we will give you notice of these changes in writing, at least 30 days before the effective date, using a reasonable method to bring it to your attention...
  A notice of the price increase can be found on your invoice ending with XXXXX3311 dated February 19, 2025.
   
  Our price plans are designed to be competitive. We may have other plans better suited to your needs. Check your MyBell profile for exclusive offers.
   
  Kind regards,
  
  *****
  Bell ******

• Initial Complaint

  Date:13/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a Bell internet customer for over 3 years and recently moved to a new construction home. As part of the move, I placed a service transfer order. A Bell technician visited on July 25 to install the new modem but discovered that the wire from the Bell box to my home hadn't been run through the conduit. He attempted to push a wire through, but the conduit was blocked. After multiple failed attempts, he submitted a contractor request and temporarily jumped a cable from my neighbors Bell box to my home to get me connected.This temporary setup worked until August 2, when the internet suddenly went out. I contacted Bell tech support, followed remote troubleshooting steps, and was told a technician visit was needed. Despite explaining I work from home and urgently need internet, the earliest appointment was August 6.When the technician finally arrived, he found the temporary cable had disconnected from the neighbors box. He reconnected it, and internet was restoredbut only for about 3 hours before disconnecting again. I contacted **** again and was told another technician would visit the next day. I explained that unless the wire is run through the conduit, this would keep happening. Still, no urgency or escalationjust a response that contractor work wont be done until August 20.This has left me without reliable internet for nearly 3 weeks, impacting my job and causing financial loss. Im extremely frustrated by the lack of accountability and urgency for an issue caused entirely by Bells setup.Update: While writing this, I received a call from Bells Executive Technical Support team asking if the issue was resolved. I had to explain everything again and told them its still not fixed. They promised to handle everything tomorrowincluding the conduit workon their level. I truly hope they follow through. ????

  Customer Answer

  Date: 13/08/2025

  Last name - *****

   

  The issues is now resolved by bell after a long tussle with their tech support team and exec case manager. Internet is working now and they also took care of the conduit issue on priority.

  Business Response

  Date: 13/08/2025

  Dear *** *****,
  Thank you for reaching out to us. 
  I see by the August 12, 2025 memo with our care team that the issue was resolved.
  I am pleased that we were able to resolve your issue.
  Yours truly,
  *******

  Customer Answer

  Date: 14/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Bell internet price hiked almost 55% in one month, with NO NOTIFICATION of the price hike!I called ****, and they told me that a 2-year promotion was finished; however, they did not have any answers to my question about why they did not notify me in advance.The call ref number is ************

  Business Response

  Date: 08/08/2025

  Dear ***** SABAMEHR,
  
  Thank you for reaching out to us regarding your complaint.
  
  The expiry date for your internet is noted in your monthly billed charges. If you review your monthly bill provided to you, in the section called Monthly charges &credits (before taxes), you can see that it states $50 promo expires July 31,2025.
  
  Yours truly,
  
  *******

  Customer Answer

  Date: 08/08/2025

  Complaint: 23719501
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  Mahdi Sabamehr

• Initial Complaint

  Date:29/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I terminated my Bell services on 16 July 2025 and mailed a Giga Hub and Wifi Pod through a courier service as directed by them. There are now two outstanding issue which I've tried to address through Bell chat services and phone calls since then, but **** has not actioned the issues or continually disconnects the chat before resolving the problems. My latest bill is for a full month from 13 July to 12 August 2025, but it should have only been from ***** July 2025. I submitted the cancellation in mid/late June, so there is no reason I should be billed for a fuil month when I only received 2-3 days of service. The second issue is I returned my Giga Hub and Wifi Pod in the same box as directed by ****** equipment return email, but **** has only provided a receipt for the return of the Giga Hub. A Bell chat agent I contacted over a week ago advised that they would correct the issue, but the agent failed to provide me confirmation or a transcript of the chat as promised. In summary, I'm seeking the following resolution:1. My latest bill due on 1 Aug 2025 to be corrected for the services delivered from ***** July 2025, and for any late fees to be waived until the corrected bill is issued; and 2. A written confirmation that **** has received the Wifi Pod I returned.

  Business Response

  Date: 31/07/2025

  Good day,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
  
  I have reviewed your account and can confirm the service is currently cancelled. All  sums charged as of July 16 until August 12, 2025 will be credited back to the account as of the next billing cycle. Please allow one to two billing cycle for the reception of the pods to reflect on the bill.
  
  Kinds regards,
  
  Regards,

  Ariel
  Bell Canada

  Customer Answer

  Date: 31/07/2025

  Complaint: 23662159
  

  I accept the response regarding the billing correction.

  I am requesting an email or response confirming that **** recieved the returned Wifi Pod I returned. I have been promised that response for over month now by ************* Service, but have not recieved it to date.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/08/2025

  Good day
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern.
  
  I have reviewed your account and can confirm that *********** has received the modem. I am committed to follow up 5 days after your next two bill date cycles on August 18th, and September 18th and waive any possible non return fees for the pods that may be posted to your account.
  
  Kind regards,
  
  *****
  Bell Canada

  Customer Answer

  Date: 10/08/2025

  Complaint: 23662159
  
  I am rejecting this response because **** still hasn't provided me with a receipt or email confirming they recieved the Wifi Pod, despite promises to the contrary.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:23/07/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet connection have been spotty the 1.5 months.I called bell technical support due to the frequent disconnections of service. A technician was sent who said there was issues with the wires but couldn't figure out the issue entirely and left. Over the next week the internet connection became worse and I called the technical support line again.1. The support line person said my internet keeps dropped because I am not paying for high enough bandwidth and have too many devices connected. My ******************** is fine and that bell will charge me 75$ for a technician to come back out again. I have smartswitches that are connected but are dormant so dont take up any bandwidth. I asked for a manager said he will call back with a manager and never did.I escalated the issue to Executive complaints email and ******** sent out another technician who rewired everything and replaced the modem. The internet connection was fine for 3 days then just went out. No internet connection at all 2. I called technical support again *** this time I was told I was given a faulty modem and I myself need to take this new modem i got 3 days ago to the store to replace or be without internet till it's delivered. Spoiler alert: the modem is fine.I told them Executive complaint lady ******** this and she sent out another technician who finally figured the issue out.Street connections between my street box and another box has been damaged, something regarding a BSW wire. Broken cables underneath the streets need to be fixed. Technician managed to establish a week connection while the repairs happen. Asked me to call tech support to address no IP address issue. I was treated like trash by 2 tech support and cold transfered to wrong department twice.Another technician who was supposed to come but I never heard back. I figured it out on my own and currently my speed is 13mbps instead of 50 that I am paying for after having no internet for days.

  Business Response

  Date: 24/07/2025

  Good day,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  I have reviewed your account and am pleased that you have been in contact with an agent from the Executive Office.  As you have indicated that your concerns remain unresolved, I have requested that the agent contact you.
  
  Kind regards,
  
  
  Ariel
  Bell ******

  Customer Answer

  Date: 07/08/2025

  Bells response is not accurate I am in contact with escalation and its currently being mitigated 

  Business Response

  Date: 07/08/2025

   

  Good day

  On behalf of *************, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  I have reviewed your account and am pleased that you are in contact with an agent from Tech Support.
  
  As such, I will leave the resolution in their hands.
  
  Kind regards,
  
  *****
  Bell Mobility

  Customer Answer

  Date: 08/08/2025

  Complaint: 23618575
  
  I am rejecting this response because:
  

  While I am in touch with tech support and receiving help  the issue is on going and I am not receiving 50mbps internet I signed up for. Last night I didnt have internet at all and this morning tech support was able to establish a low profile connection of 16mbps much lower than what I signed up for. What I require is compensation for (a) not receiving what i paid for (b) the absolute hassle. Tech support cannot provide me that. And if you are going to contact kindly advice which team you are contacting from and leave a direct line. Its impossible for me to know who is leaving me a voicemail when both teams are referred to as escalation teams.
  
  
  Sincerely,
  
  Faiza Rafa

  Business Response

  Date: 20/08/2025

  Tell us why here...Good day,
  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  I have reviewed your account and am pleased that you have been in contact with an agent from the Executive Office.  As you have indicated that your concerns remain unresolved, I have requested that the agent contact you.
  
  Kind regards,
  
  
  Ariel
  Bell Canada

  Customer Answer

  Date: 21/08/2025

  Complaint: 23618575
  
  I am rejecting this response because:
  
  I have not been contacted by Executive office in 2 months I have asked the Executive tech team to have the ** side call be now 4 times to discuss adjusting August's bill anf have not heard back.

  **** keeps responding they have connected with me yet no one has.

  
  Sincerely,
  
  Faiza Rafa

• Initial Complaint

  Date:15/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2025, we changed from **** to ***** for internet, and phone. **** was contacted, and a tech was sent to disconnect the internet at the post to our residence, as well Bell confirmed they received the modem which i returned to ******* july, they continue to send a bill for charges to internet as well as the modem.When contacted, they confirm, yes they disconnected the service and yes they received the modem, however they say we did not cancel the services with them. (Duh). I should not have to pay the monthly fee of $149. which includes $7.00 for the modem which i do not have, they have it in their possession.

  Business Response

  Date: 16/07/2025

  Good afternoon ***,

  
  On behalf of ***********, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  I have reviewed your account and can confirm that your internet service was canceled on July 8, 2025. There was no prior cancellation request for June, as a goodwill gesture I have backdated the cancellation to June 3rd 2025. I have also adjusted the remaining balance on your account to $0.00.  The adjustment will be reflected on your August invoice. 
  
  
  Kind regards,
  ******
  Bell Canada