Business Profile

Internet Services

Bell Internet (Residential)

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Complaints

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

Customer Complaints Summary

152 total complaints in the last 3 years.
48 complaints closed in the last 12 months.

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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:13/06/2023
Type:Product 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.
I am writing to file a complaint against Bell Canada regarding their misconduct and misleading promotion, which was not granted to me despite their assurances. Aside from all other issues, I will focus on the said promotion that was not applied to my account. On December 6th, 2022: I received an email from Bell Canada to keep me using their internet service with a promotion that was advertised to be added on top of my existing $60 ongoing credit. The additional promotion offered a $50 credit for two months (February and March 2022) and a $10 credit for five months (February to June 2022). December 11th, 2022: Believing that this new offer would allow me to continue with their internet service, I accepted the promotion and received the new order confirmation email. January 11th, 2023: Along with another issue, I sought confirmation regarding the fees I would be paying in the following months: February - $20, March - $20, April - $70, May - $70, and June - $70. The representative confirmed these amounts. Based on this conversation, I assumed that all the promised promotional credits would be applied to my account from February onwards. By Feb, I saw my bill with credited $150. But it became clear that wasn't the promotion credit but instead for something else. June 10th, 2023: I realized that I was being charged $80/month for these ongoing months since February and additional promotion was credited to my account. I contacted Bell to rectify the issue and requested that the promised promotional credits be granted. The staff told me that the promotion was not given to me because the promotion was not confirmed but clearly I received the confirmation email from Bell with the order #. They said a manager from Bell would call me the next day (June 11th, 2023) but have not received any calls. All these gestures put together now it is clear that it was a scam by Bell to try to keep me using their internet service and hoping the customer would not say anything about it!
Business Response
Date: 14/06/2023
Good day **** *** **

This is further to your
*** request I would like to confirm the following:

A $ 150.00 credit was
supposed to be added to your account following the order confirmation number ********

A verification was completed and a credit in the mount
of $ 60.00 ( before tax) (67.80 tax included ) was applied to your account on
June 10th 2023.

Kindly note that we have applied an additional credit
in the mount of $ 90.00 before tax ( 101.70 tax included), to respect the
credit offer of $150.00

Yours truly,
****** **
Customer Answer
Date: 15/06/2023

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID 20176865, and find that this resolution is satisfactory to me.

Sincerely,

**** *** **
Initial Complaint
Date:12/06/2023
Type:Customer Service 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.
Hello,

I’ve been given misleading information several times by your tech support agents in The Philippines.

My internet with Bell has been offline for several days and I need this resolved today ASAP. No later than today.
Business Response
Date: 13/06/2023
On behalf of Bell Canada, 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 the matter and am pleased to know
that you were in contact with Bell on June 12th and the agent you spoke with is
working towards a resolution. As noted
the agent will follow up with you on June 14th.

Kind Regards,

Andrea
Bell Canada
Customer Answer
Date: 16/06/2023

Complaint: 20160277

I am rejecting this response because:

I've requested *********** ***** *** ******** to escalate this matter to a higher level, as I was unsatisfied with the way he managed the situation.

Sincerely,

***** *****
Business Response
Date: 22/06/2023
***** *****,
On behalf
of Bell Canada, 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.
Further to
our review, we are confirming the following:
-Your case was addressed by multiples Bell Executive office representatives
-Your technical issue was resolved
-We offered to compensate your internet 9 days outage, which is standard procedure
-As you declined the offer, we offered you more but again, you declined.
-A Bell Executive agent tried to reach you on June 20th and 21st but to no avail. The rep left you voicemails.
We invite
you to contact the agent in question and await his report if necessary.
Thank you,

****
Bell Canada
Customer Answer
Date: 22/06/2023

Complaint: 20160277

I am rejecting this response because:
I only had one voicemail left by “*****”, and he did not leave his contact phone number on my voicemail, therefore I don’t know which number to call him back at, please call me again.

Sincerely,

***** *****
Initial Complaint
Date:11/06/2023
Type:Sales and Advertising 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.
I was charged for a service CRAVE. I was never aware I even had this and I was charged for 2 months plus fibre optic tv. Total price is $60 for 2 months. I requested that I am reimbursed the 2 months for a credit into my account.
Business Response
Date: 13/06/2023
Dear M. ***********,

We have reviewed your one bill account
ending by …*** and could not see any charges related to Crave TV.

Can you provide the account number or
a copy of the invoice where you see such a charge please?

Regards,

********
Bell Canada
Customer Answer
Date: 13/06/2023

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID 20172380, and find that this resolution is satisfactory to me.

Sincerely,

*** ***********
Initial Complaint
Date:02/06/2023
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.
I am writing this review to express my extreme dissatisfaction with the repair service provided by Bell. Two years ago, the underground fiber connection at my residence stopped working, and after much delay, Bell finally sent a technician to temporarily fix the issue. Unfortunately, it took them two long years to actually bury the wire properly.

To my disappointment, the buried wire job turned out to be subpar as it stopped working after a mere two weeks. Frustrated by this recurring problem, I promptly contacted Bell to have the issue resolved. They sent another technician who proposed to do yet another temporary wire, but this time my neighbor did not permit it. The technician then submitted a work order, marking the priority as 'Emergency'.

Given the urgency of the situation, I expected prompt action from Bell. However, the experience since then has been nothing short of exasperating. I was repeatedly assured by Bell that someone from the Cable department would come to bury the wire and fix the fiber connection on Monday, Tuesday, and Wednesday. Regrettably, each time, the work was postponed, leaving me and my family without internet access. We have been forced to rely heavily on mobile hotspots, which is far from an ideal situation.

The constant postponement of the repair appointments by Bell has caused significant inconvenience and frustration. I rely on a stable internet connection for various essential tasks, including work and communication. The lack of a reliable internet connection has disrupted my routine and impacted both personal and professional aspects of my life.

I urge Bell to take immediate action and prioritize the repair of my fiber connection. It is unacceptable for a company of Bell's stature to consistently fail in delivering on their promises. I expect a prompt resolution to this issue and a reliable internet connection restored without further delays.
Business Response
Date: 13/06/2023
Dear ******* ****,
Our records indicate that you have already submitted a complaint through the **** for the same matter.
This complaint will be closed as the **** complaint prevails due to the nature of the organization objectives and our processes.

Sincerely,
*******
Bell Executive Office
Initial Complaint
Date:31/05/2023
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.
Bell has decided to install one of its fibre optic boxes right beside our house. Every day Bell technicians are driving in our alley where kids are playing and climbing the ladder to fiddle with their box. Nobody asked us if we appreciated this violation of privacy. If it was happening periodically, fine, but it is happening at least every day and usually multiple times a day. I don’t want people looking into my house in my yard that many times a day especially not from an alley. Why can’t Bell install its boxes somewhere that is non-residential? This is bordering on harassment. No, regular person would be climbing ladders and looking into peoples’ houses like this without a call to law enforcement.
Business Response
Date: 02/06/2023
Hi Ms *******,
We apologize about the issue you are explaining.
We recommend contacting us so that can review this for you and see if there are any other options.
You can email us at ************************ ** **** ******** ** ***************
*******
Initial Complaint
Date:30/05/2023
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.
A sinkhole has recently appeared just beside the repair work done for Bell fibre optics installation at my property. The installation was done in the last fall (2022) by ***** on behalf of Bell.
I park my car there and I am anxious about the actual extent of the damage underneath. It may also hurt other small kids in the neighbourhood who play near by . Therefore, I am drawing your attention to urgently start the repair work. I already filed a complaint through chat ***** ********* but no email or sms has been sent to me with any confirmation.
Business Response
Date: 31/05/2023
On behalf of
Bell Canada, I would like
to thank you for taking the time to reach out to us and allow us the
opportunity to resolve your concern.

I have forwarded your concerns to our property damage group. they will contact you shortly.

Kind Regards,

*****
Bell Canada
Initial Complaint
Date:30/05/2023
Type:Sales and Advertising Issues
Status:
UnansweredMore 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.
WiFi just completely stopped working in the home 2 weeks ago. We have had 8 technicians in the house countless hours on the phone and waiting for technicians and still it’s not fixed. We had 25mb now only have 15 apparently but no one really can say why.. I have been treated rudely by customers service agents one refused to get a supervisor on the phone one yelled at my 19 year old daughter on the phone and hung up on her because she wasn’t understanding what she was asking her to do when she was calling to ask for another technician to be sent when things stopped working again someone needs to address the issues in the house why things aren’t working and the bill immediately i this is 2 weeks now calling to customer service and being treated poorly when I’m paying for a service I’m not getting is I unacceptable
Initial Complaint
Date:18/05/2023
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.
The whole experience of having Bell fiber internet installed on our street has left such a bad impression that I am very unlikely to ever consider becoming a customer of Bell. More than six months ago a number of holes were dug in the easement in front of our house with a large metal plate being installed and cables protruding through the adjacent grass.

Yesterday, a crew started digging on the easement and when I asked what they were doing, I was told they would be lifting the bottom row of stones on my interlocking stone driveway to run cables. I told the supervisor there was a conduit running under the driveway which had been installed to take ****** cable. When I returned 30 minutes later, they had removed and reinstalled bottom row stones. I was told they didn't have time to locate the conduit and didn't have time to contact each homeowner to tell them what they were doing before work started.

I asked the contractors to stop digging on what I thought was my property as they were digging a small trench to run cable to my neighbours house. During a more heated discussion with the supervisor about where my property ended, it was very clear he had no idea how far my property extended. He told me stories about homeowners who objected to the work and mentioned incidents involving being attacked by a baseball bat, having to call in by-law officers and having the police take action. I told him it was not surprising homeowners reacted when the work was not explained in advance and contractors acted as if they had no need to provide a basic understanding of what was being done and why.

The supervisor then told me his crew had to come onto my property and I had signed a document that stated I wanted the cable connected to my house. This was not true and I told him so. Now the the easement is a mess with cut up sod, holes and sand missing between driveway stones. I also spoke to a neighbour who had her ****** cable cut by this crew. Not impressed.
Business Response
Date: 23/05/2023
On behalf of Bell Canada, I would like to thank
you for taking the time to reach out to us and allow us the opportunity to respond
to your concern.

I have reviewed the situation and and am pleased
to know that you have been in contact with a Case Manager and they are working
towards a resolution wioth you.

Kind Regards,
******
Bell Canada
Initial Complaint
Date:12/05/2023
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.
The installation of the optic fibre cable took place on our street in the fall of 2022. All repairs to the asphalt and lawn were subsequently completed. Today, we noticed a sinkhole has developed on the asphalt driveway close to where the cable was installed underneath. It appears that the sinkhole will get larger with warmer temperatures as we can fit our hands under the asphalt. Repair is required as soon as possible to prevent further damage to the driveway and potential damage to my car.
Business Response
Date: 15/05/2023
Dear Ms. *****,
We have reviewed your complaint in regards to damages to your driveway following the installation of the fiber optic network.
We have forwarded this matter along with your contact information to our team handling this type of situation for immediate review and handling.

Sincerely,
*******
Bell Executive Office
Customer Answer
Date: 15/05/2023

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID 20053419, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:12/05/2023
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.
When purchasing a cottage 2 years ago, called Bell for wifi and was recommended an 'Orbi'. had difficulties in 2021 and simply didn't work (90% of time) in 2022. Called Bell on a weekly basis, continuing to be transferred with no resolution. Our family and friends all had to use and pay for their own data and I was unable to work without hotspotting from cell phones. I continued to advise that I was not paying after the June bill as I was not getting service. I spent probably well over 100 hours every weekend trying to resolve the issue, continuing to request to speak to management. I have a record of who I spoke with and the dates and the conversations (can be provided). I continued to ask the representatives to review the recordings (or why else record the calls?) and advise I was not paying. Finally through September - November, we received an actual modem. All technicians asked why we hadn't previously. we had asked to no avail. First two modems didn't work and then the last technician made it his mandate to get us up and running which we were able to with lots of troubleshooting. No one knew what the 'Orbi' was (had never seen it) and Bell told us to keep it?? they then said we had to pay of which, again, I said no as we now had a modem which I am paying monthly on. Have since received MULTIPLE/ONGOING calls from *** trying to claim (will be sending another complaint for them). we are not paying the $126 as again, spent COUNTLESS hours on the phone and if I could, would like to charge Bell for MY time at MY hourly wage. Being that I am paying Bell on another account, as well as the frustration and time and effort I am spending with Bell, I want this matter dissolved as this has been the WORST experience ever, ruining weekends and costing everyone in money and time and want this complaint filed in Bell's file with ***. Because there are no other options for wifi where we are, I continued our relationship with Bell for the modem.
Business Response
Date: 15/05/2023
Good day ***** ******
This is further to your *** complaint, kindly provide us with the account number related to your Bell service.
****** **
Customer Answer
Date: 17/05/2023

****** ******** *******

I cannot seem to find how or where to respond to Bell's enquiry based on the claim and unfortunately, cannot get through on the number provided.
The account in question is #*********.
Please advise if this is the correct venue to respond; otherwise, please let me know how I can respond. Thank you.

Sincerely,

***** ******
Business Response
Date: 19/05/2023
Dear ***** ******

Thank you for providing me with the
account number.

A verification
was done and further to **** Case # *******, I can confirm that you have an open
case with the ****.

As
such, the resolution will be forwarded to the **** or ****.

Regards,

****** *
Customer Answer
Date: 19/05/2023

****** ******** *******

Understanding that the response is to confirm that the case remains open and is with the ****, I have reviewed the response made by the business in reference to complaint ID 20041743, and find that this resolution is satisfactory to me.
Additionally, please note that we do have another active account with Bell [paying monthly] for the modem that was provided after the 5 month issue with no service on the other device.

Sincerely,

***** ******
Customer Answer
Date: 24/05/2023

Complaint: 20041743

I am rejecting this response because:
When I received the first correspondence from ****** ******** ****** indicating that Bell had asked for my account number there did not appear to be anywhere to respond or reply so I edited the response email to the bureau with the account number (*********), however, I received another response, indicating that my case was resolved, but it actually is not. I have continued to receive calls from Bell’s collection agency as well as Bell. A representative from Bell emailed me on Friday to which I called back twice and just spoke with her, explaining your situation, to which she simply said that the case will remain on resolved and hung up shortly there after. I asked the representative to check on the recorded calls that I have continued to ask someone to check but was told this will go back to **** (?) as unresolved.
Needless to say, the issue is not resolved, and please accept this email as confirmation to reactivate my complaint/dispute.
I will not have access to my phone however can be accessible by email through to next week.
Thank you.

***** ******
Business Response
Date: 25/05/2023

the resolution will be forwarded to the ****.

Regards,
*****
Customer Answer
Date: 05/06/2023

Complaint: 20041743

I am rejecting this response because:
I will wait to hear from you regarding a resolution, as I have not received any further calls from Bell nor their credit company.
Thank you again.

Sincerely,

***** ******

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Bell Internet (Residential) is NOT a BBB Accredited Business.