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:26/04/2023

  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 had issues with my bell internet going out for for more than a year. I repeatedly told both customer service and the technicians that came out that the problem was outside because my internet went out when it rained. No one listened to me and they replaced my modem and did other TEMPORARY fixes meanwhile I was without reliable Internet when it rained. I received no modifications to my bill despite repeated assurances that it would be.
  
  this went on for a year or so. I did not even bother to call when it went out sometimes because of the excessively long wait times for customer service.
  
  Finally after insisting REPEATEDLY again to both customer service and the last technician (of three) who came - I practically had to refuse entry to my home - the problem OUTSIDE, was fixed. I have not had a problem since.
  
  I was repeatedly told by customer service reps I talked to on the phone that they were working on my compensation and would get back to me. No one ever did. I finally elevated the complaint -myself- to their ‘highest level’ customer service, I received a couple of emails and phone calls at times I told him I was unavailable but I have yet to speak with him. The only name I was given was **** - *******. He won’t discuss over email. I work overnight shifts so it is very hard for me to be available during the day, but I still called them anyway during the day,
  Meanwhile I have received threatening emails/calls/letters from them because I am not paying my bill until I receive fair compensation for the time I was without internet. I currently owe 224.15.
  What is my recourse for them? They refuse to compensate me and give me a runaround, it is very frustrating and unfair! I just don’t want to pay for days I didn’t have reliable internet, which I paid for,
  
  I feel like I have no recourse when I am just asking for a fair compensation

  Business Response

  Date: 05/05/2023

  Good
  afternoon **** *****,
  
  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 concerns.
  
  I’ve
  reviewed your account and found that a representative has addressed your
  concerns, I’m happy to see the issue has been resolved.
  
  Sincerely,
  
  *******
  Bell
  Executive Office
  

• Initial Complaint

  Date:13/04/2023

  Type:Product 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 November 2021, I requested Bell to install a WIFiI service at my residence. We noticed over the following months that the upload and download speeds were getting much slower. Other Bell customers we knew were having the same issues.
  On February 23, 2023 I contacted Bell to cancel the service permanently; the reference number provided was *********.
  Subsequently, I received 2 monthly invoices requesting payment for March 10, 2023 and April 10, 2023. I contacted Bell, explaining that I had canceled the service and was transferred to a supervisor who then advised a formal complaint would be initiated to resolve the issue, stating a case manager would contact me within 2-24 hours; however, I’ve not received any call for the past 3 days.

  Business Response

  Date: 27/04/2023

  Good
  day ****** ******,
  
  Further
  to your BBB complaint, I would like to confirm the following:
  
  We
  do not have any records of an internet cancellation request on February 2023.
  
  Our
  record indicate that your internet was cancelled on April 7th 2023
  
  The
  reference number you provided is not a confirmation number but your Bell
  internet account.
  
  Even
  though we do not have any record of any cancellation request on February, but
  only a request on April 8th 2023 Bell is will as a good will gesture to adjust your account in full.
  
  You
  invoice dated April 23 2023 in the amount of $197.45 has been adjusted to
  $0.00.
  
  Yours
  truly, 

  ****** ** 

• Initial Complaint

  Date:03/03/2023

  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.

  My mother and I are trying to sort out internet issues for my grandparents. Their internet has been dropping and unusable for a year now. Their plan is $122 for the internet alone, and they were getting 0.5mbs download instead of the up to 5mbs they were paying for. The technician came earlier today to fix it and found a highly corroded wire, the type that doesn't happen in a short time period. When we called to see what could be done, the customer "support" tech was rude, condescending to my mother, and wildly unhelpful. My grandparents were blamed for not calling sooner (when they struggle to understand tech in general and were rightfully afraid of being pushed around and ******* by Bell even more). It wasn't much of an option to have them solve it and its good they didn't with how my mother was treated like scum over the phone. Neither of us were able to help of call earlier, as my parents live in the UK and I live in London. We had to come back in large part due to the issues that Bell has created for them. From the horrible policy that they were given by Bell (up to 5mbs down if they were lucky for $122), the company wouldn't even offer them the lowest real plan on their site (10mbs down for $55). My grandparents are paying over twice as much and being given less than half of what that policy offers. As a "solution," bell offered three months of their money back (three months out of a full YEAR of drops and unusable speeds due to negligence for maintenance), and were only allowed to switch to a plan offering 10mbs down and 100gbs/month, for $65. After calling around, I found that every single other provider can give between four to six times that speed for the same price of less. To be blunt, my grandparents are concerned to call, due to how they have been treated and talked to in the past. The treatment towards them and the way my mother was spoken to was downright appalling.
  
  ******* ******* will speak on behalf of *** *******

  Business Response

  Date: 09/03/2023

  We are sorry to hear about the experience your are detailing with our agents and will be reviewing those interactions to ensure proper coaching is feedback to the agents where necessary.

   

  Just to be accurate the internet was previously being charged for $88.45 for the internet plus $19.95 for unlimited data = $108.40 plus tax. 

  They have currently been put on a special package that is newly available for $90.00 with unlimited data usage - $25.00 credit that does not expire = $65.00 plus tax.

  There is another option at their address that is possible (pending a tech visit to verify) for our wireless home internet product which would start at 25mbs for 450gb of data for $100.00 plus tax. This involves a dish being placed outside the house and the service being fed from the cell phone towers. 

  In terms of compensation, we generally credit for 30 days since once an issue is reported it could take some time to get the service rectified. We generally do not credit going back prior to an issue being reported. In this case we have credit an additional 2 months out of goodwill. Looking at the data usage in the past 6 months we do see usage of over 50 gb of data in the September 12 to October 11 period and almost 15 gb of data in the November 12 to December 11 period. In the Jan 12 to Feb 11 2023 period there is over 20 gb of data usage as well. AS such we cannot give any further compensation for an issue that was not reported to us as the service was being provided. 

  You can call 310BELL to inquire about the wireless home internet service if that is something that interests you. 

   

  ******* 

  Customer Answer

  Date: 09/03/2023

  
  
  Complaint: 19534566
  
  
  
  I am rejecting this response because: I was very clear as to why the issues had not been reported prior to this, and I would also like to remind you that the wiring was actually corroded in such a was that it had to have been like that for a long while before the call was made. This also does not excuse the way my mother was spoken to, the policy pricing being so predatory, the difficulty in getting any of this resolved even when we had called. This process was not easy or kind, and there is truly no reason for this level of difficulty in having a true fix for this issue. Bell has benefited greatly at the expense of my grandparents, and to treat them like this after years of loyalty is upsetting. This is not a fix.
  
  
  
  Sincerely,
  

  *******

  Business Response

  Date: 14/03/2023

  I thank you for your response.

   

  I am not entirely sure what it is you are requesting.

   

  At this point we have credited for 3 months of service. 

  1. I understand that the wire was corroded however as pointed out in my previous response, there was usage in the past 12 months so the fact of a corroded wire does not mean that the service is totally unusable. If there was zero usage, than we would have credited the account for that time period but that is not the case as there was usage on the account.

  2. the account has been put on a different pricing plan going forward for the current service and I have suggested another service option of our wireless home internet service which might cost a bit more but would have faster service if that is required.

   

  At this point I'm not sure what else it is you are requesting. 

   

  *******

   

  Customer Answer

  Date: 14/03/2023

  
  
  Complaint: 19534566
  
  
  
  I am rejecting this response because:
  

  As stated, an apology to my mother for the horrible treatment to her for one thing. Second, 0.5mbs is not acceptable and the corrosion was the issue. How were we supposed to know that it was damaged? The lack of regular (or any) maintenance was the issue. It was an issue for a year and the "best" being offered is three months refund from a company worth over $60 billion doesn't make any sense if you want to keep customers. And to be told that you "don't know" what I'm looking for shows that you aren't properly engaging with this. Please don't ignore the list of resolutions that were filled when I first submitted this complaint and don't ignore the apology. There needs to be a real fix for this issue. 

  Just to add, the plan that my grandparents were switched to was more expensive, when literally any other plan from every single other company is better. Please feel free to explain to me what has been done that would inspire any kind of trust or loyalty? Why should my grandparents stay with a company that treats them so poorly?

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

• Initial Complaint

  Date:23/02/2023

  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.

  We had a defective modem. Bell sent us a new one which we received. There was a return slip through *********. We sent the defective modem back via *********. And have received an email confirmation from Bell that they received the modem. They have billed us for the modem. I called Bell two days ago and was told I would be credited for the modem that day. I have still not been credited. I called this evening to get it rectified and they won’t credit the money back and state they have to investigate and may take at least two billing cycles once they investigate. I would just like to be credited for my outstanding funds totalling $199 plus taxes

  Business Response

  Date: 24/02/2023

  Good morning ***** *******;
  
  On behalf of Bell, I would like to thank you
  for taking the time to reach out to us and allowing us the opportunity to
  respond to your concerns.
  
  I have investigated the matter and see that your
  bill date is the 14th of month, the credit for the modem was applied
  to the account on February 17, 2023. The credit of $224.87 will appear on the
  March 14, 2023 invoice.   
  
  Sincerely,
  
  *******
  Bell Executive Office
  
  

• Initial Complaint

  Date:14/02/2023

  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 have been trying to get Bell Internet for the past several months. Bell Fibe wiring is installed and available at the end of my street - we are a new build and our private road is new. We finally got a technician here Feb 5, 2023 to hook up. He looked at the distance from the terminal to our house (approximately 400-500 metres) and clearly didn’t want to do it. He claimed it was too far and left, wasting a complete day.
  
  The service is terrible. Worse, I am unable to speak to anyone to resolve it as I can only get customer reps who say there is nothing they can do. Extremely frustrated as I work from home and desperately need the Internet to work.

  Business Response

  Date: 20/02/2023

  Dear **** *******
  
  *

  Thank you for reaching out to us regarding your installation issue.

  Can you please provide details of the order/account to enable us to review the issue?

   

  Thank you,

  *******

• Initial Complaint

  Date:08/02/2023

  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.

  We have had issues with Bell Canada since initial installation approx 19 months ago.
  On Dec 24th, 2022 our internet service went down. A technician came and had to rewire the entire set up, as the initial setup was done completely wrong.
  Since this new set up, we have consistently lost internet access - we were sent a new modem and had installed it earlier this week. Since Wednesday, Feb 1st our internet has been down. We spent approximately 2 hours on the phone with tech support and costumer service. We made an appt for Friday, Feb 3rd, between 12-5pm, this appointment was then cancelled due to slippery road conditions. however, schools and government offices were still open and there was no issue accessing our road even with our honda civic. We were rescheduled for Saturday, Feb 4th and been cancelled on again. So far we have spent 10 hours this week waiting on bell.
  
  We have called to reschedule and the earliest appointment available is Wednesday, Feb 8th. This is unacceptable. I am a teacher and currently completing my masters of education and my partner works virtually from home for the federal government.
  
  We have taken multiple hours off work to be home to allow for repairs, but Bell continues to reschedule, and not show.
  
  This is impacting our finances, schooling and now mental health. It has been beyond frustrating that we have no received better support and service as paying costumers.
  
  Internet connection is absolutely vital in 2023.

  Business Response

  Date: 17/02/2023

  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
  investigated the matter and am pleased to know that you have been in contact
  with the Bell Executive Office and you have confirmed the issue was
  resolved.  As such, we deem the matter to
  be resolved.
  
  Kind Regards,
  
  *****
  Bell Canada

• Initial Complaint

  Date:11/01/2023

  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.

  When the cable installation contractors who installed the Bell fibre optic cable on our street in Kingsville ON, they told me they had to drill a hole in my concrete driveway to find a gas line. They said they would drill a hole in my driveway about 10-12 inches deep and about 12-14 inches in diameter. They then said that once the fibre optic cable had been buried they would add fill in the hole, replace the concrete block and put a concrete fill around the block to finish the concrete. I reluctantly agreed to the work. I then went on vacation and when I returned I noted that the hole in my concrete driveway was filled with asphalt leaving an unsightly black circle in the middle of my driveway. The concrete block they initially removed was left beside my front door. I would like Bell Canada to properly finish the hole they dug in my driveway with concrete as they agreed to when they installed the fibre optic cable.

  Business Response

  Date: 19/01/2023

  Dear ****** ******,

   

  We have reviewed your complaint in regards to the quality of work performed on your premises.

   

  We have forwarded your complaint to the team handling fiber optic deployment issues. A member of this team will contact you within the next 30 days.

   

   

  Sincerely

  *******

  Bell Customer Service

  Customer Answer

  Date: 19/01/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18722301, and find that this resolution is satisfactory to me.  I will wait the 30 days for someone from the fibre optic installation company to contact me to resolve this complaint.  Be advised however, that I do not have a lot of confidence in Bell Canada actually following through on this issue.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:22/12/2022

  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.

  Since June of 2022 I've been in contact with Bell. The pole that supports our internet service is rotted away and about to fall over.
  I've had numerous technicians come at look at it and say it's unsafe to climb.
  We wanted to upgrade our service from 50 to 100, they have been charging us for the upgrade since June. But have not changed the service or speed.
  They keep saying the pole needs to be replaced. Everytime they open a new ticket Iin the last 7 months, they say that someone will contact me about getting the pole changed, and everytime I call back, I get the same response. "The problem has been resolved and the ticket is closed" Well the pole is still leaning there, and our service is well below 50.
  Finally yesterday...it got escalated and the response was " the pole is the governments problem to change, not bells."
  I don't understand how Bells customer service has become so bad. All we wanted was a service that we can use, and even wanted to upgrade, but their pole is making that not happen. It doesn't sit very well that the numerous calls and over charging us for 7 months falls on deaf ears. Like they don't have an obligation to provide the service we pay for.
  The pole is ready to fall, and when It does ...the whole street will be contacting them.
  They need to be heald responsible for their service.

  Business Response

  Date: 09/01/2023

  Good day ****** *****

   

  Kindly note that a pole does not have any incidence or impact on your internet service.

   

  Kindly note that an email was sent to the technical support department to address the fact that the Pole is about to fall over.

   

  Regards,

   

  ****** **

  Customer Answer

  Date: 18/01/2023

  
  
  Complaint: 18629556
  
  
  
  I am rejecting this response because: 

   

  I know it doesnt effect my internet, but it does effect my internet when my speed is less tgsn 50 mps and ive been trying to upgrade since June 2022 to 100 mps. 

   

  So the pole does effect my internet, when the 5+ techs that came to my house ...refuse to climb it to run a second line. 

   

  The pole is rotted and falling over, ive heard your excuse from the numerous reps ive talked to since last June.

   

  Your customer service is severely lacking.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 27/01/2023

  Dear ****** ***** 
  A verification was done on your account and you cancelled your Bell internet
  service on January 25th 2023.
  Did you set up a new Bell internet service? If Yes kindly provide me with
  the account number.
  Thank you
  

  Customer Answer

  Date: 30/01/2023

  
  
  Complaint: 18629556
  
  
  
  I am rejecting this response because: I'm done with your lack of service... pulled all services and went with a company that cates about their customers. 

   

  Funny how ive been trying to upgrade my service since June 2022 ... and today one of my neighbors is getting swrvice and the tech knocks on my door to ask if he can clumb pole from my yard. ( see attached pic)

   

  Your service and prices are outrageous and will never use your company for anything. 

   

  This is nothing new for BELL these days, greedy

  
  
  
  Sincerely,

  
  
  ****** *****