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

155 total complaints in the last 3 years.
50 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:13/05/2025
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.
Bell Bbb complaint We started with Bell Internet in June 2023 because they had a promotion of $55/month, for 24 months. They increased this to $60/month in July 2024, but did not notify me over email. In order to see the price change, I would have had to check my credit card statement in detail (and notice a $5+ tax increase) or read my monthly bill in detail for the small text where they notify me of a price change. They increased the price this month again to $66/month. I called **** to complain, and was told they could only issue me a credit for the last two months of overcharge. This is unacceptable, as I want a refund for all 11 months of overcharge. If a price has been agreed upon, it should be honored. Changes to that price must be made clear and visible. **** is employing a tactic by promising low rates and then sneakily increasing the price so that their customers dont notice.
Business Response
Date: 14/05/2025
We appreciate you reaching out to us and allowing us to clarify information relating to price increases on your account.

As mentioned in our Terms of Service, we do reserve the right to adjust prices during your subscription period. You were notified of these details via email on May 29, 2023, with a minimum of 30 days' notice, as required.

We're also pleased to confirm that the goodwill adjustment of $63.56, discussed with Client Care yesterday, has been applied to your account.

We value your business and hope you continue to enjoy our services.

Sincerely,

******
Bell ******
Initial Complaint
Date:09/05/2025
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.
They have increased my bill third time for home internet. Twice they increased it by 5 dollars and now the third time 6 dollars. I want this madness to stop and go back to original price.
Business Response
Date: 14/05/2025
Thank you for reaching out to *********** and allowing us the opportunity to address your concerns.

We understand your concerns regarding price increases.Please be aware that when you subscribed to our services, we outlined the possibility of price increases during your subscription period. As per our terms, you will always receive a minimum of 30 days' written notice from **** regarding any price changes. Furthermore, any applicable promotional credits will continue to be applied until the end of their specified term. You received this information via email on January 1, 2023.
To ensure you are receiving the best possible value from your Bell services, we encourage you to contact ********************* at ******** representatives can review your account and discuss available options.

Sincerely,
******
Bell Canada
Customer Answer
Date: 15/05/2025
Complaint: 23311443

I am rejecting this response because:
That was listed in the fine print and nowhere explicitly mentioned during when I was placing the order. This doesn't seem ethical to me. This isnt about good business practice.

Sincerely,
****** *** Khan
Business Response
Date: 16/05/2025
Thank you for the reply.
We appreciate your feedback, as it helps us improve our practices.
We strive to be as transparent as possible with our customers. We are constantly working to improve our communication and ensure that all important details are easily accessible.
We occasionally require price increases to ensure the quality of our services and to bring you the latest technological advancements.
Sincerely,
******
Bell Canada

Customer Answer
Date: 19/05/2025
Complaint: 23311443

I am rejecting this response because:
It was never explicitly mentioned when signed up for the service. This doesn't seem to me like an ethical business practice.

Sincerely,

****** *** Khan
Initial Complaint
Date:25/04/2025
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.
Settlement for refund double billing for internet service
Business Response
Date: 09/05/2025
******* ****,
You have already opened this case with our CCTS team and that is the team that you should be dealing with at this time.
We cannot override their investigation and conclusion.
*******
Initial Complaint
Date:21/04/2025
Type:Billing 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 called bell in feb 2025 to cancel my wifi. The operator told me they received my last payment on jan 29 2025 for February 2025 bill. So I am paid up to March 12 2025. They gave me a code to return the equipment to bell via post office. Which I did and received an email from bell that they received the equipment. Now they are calling me every week asking for feb 2025 payment. Something not right. I was told that I am paid up to March 12 2025 am now they want a payment for feb 2025. Billing does not want to speak to me. Please can you resolve this issue for me. Thanking you in advance
Business Response
Date: 30/04/2025
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 concerns.

I have investigated the account, and I can confirm that a payment of $92.73 has been posted to the account on April 28, 2025.

Regards,

*******
Bell Executive Office
Customer Answer
Date: 01/05/2025
Complaint: 23225782

I am rejecting this response because:

The continued harassing phone calls was unbearable. I contacted an agent and was informed not to do anything until I receive a final bill on may 13. My tolerance did not last. So I decide to pay the amount you wanted.
If I overpaid which I do think I did, you can refund me.
Sincerely,

****** *****
Business Response
Date: 07/05/2025
Good afternoon ****** *****,

The account balance was $92.73 and the payment of $92.73 was received on April 28, 2025.
The account balance is now at zero and the account has been cancelled. .
Thank you

*******
Bell Executive Office
Customer Answer
Date: 08/05/2025
Complaint: 23225782

I am rejecting this response because:

I received a reminder notice that indicated a different amount from the bill. I decided to pay te higher amount because it is taking long enough to just cancel an account with your bussiness. And none of these bills indicated that is a final bill. So please close this complaint and hopefully I would not ever have to deal with your company again.

Sincerely,

****** *****
Customer Answer
Date: 09/05/2025
I appreciate your help in this matter. Thank you very much.
Initial Complaint
Date:21/04/2025
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.
About 3 weeks ago I talked to a Bell agent who did troubleshooting for my VAP3400 wireless extender. After a very lengthy troubleshooting he decided to send a replacement VAP, which I have never received. Today I contacted support to inquire about it and ask for it to be sent. The agent wanted me to do troubleshooting all over again. So I'm paying Bell to provide me services which are not working and then I'm the one who has to troubleshoot it? I can't lose hours of my time doing this for a service I'm paying for. On top of that, if I request a tech to come fix it **** wants to charge me for him coming? So once again, I pay for a service and if I don't do the troubleshooting work I have to pay more? Who is going to pay for my lost time while doing all of ****** work?????? This is outraging. I did it once and ********** staff screwed it up. Just want my services working properly!!
Business Response
Date: 23/04/2025
Dear ***** *****,
Thank you for contacting us.
I see as per the notes from our Executive office dated 04/18/2025 that you confirmed the service has been fixed and is working.
Thank you,
*******
Initial Complaint
Date:08/04/2025
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.
They signed me up for an offer that didn&#**;t exist and I had invalid charges, they claimed to offset it but didn&#**;t, they took the money out of my account, said they issued a refund and didn&#**;t then said they couldn&#**;t issue a refund. I&#**;m frustrated because I had to make so many calls to make my bill come out correctly. The key point that raised red flags for me is that they took $300 from me and they said they only received $100 from me. They won&#**;t resolve the issue. They bounced me around to the next agent and not resolved my issue. They&#**;re lying by telling me a check was issued the day I made the complaint about being overcharged and are telling me a check will be issued in the future. It goes against their refund policy online. I would like to get the refund as promised by them.
Business Response
Date: 09/04/2025
Dear ****** ********,

Thank you for reaching out to us. I see by the notes on the account that a refund has already been processed on April 1, 2025.
A refund can take up to 14 days to process. Therefore we are in the regular timeframe.
Thank you,
*******
Customer Answer
Date: 10/04/2025
January 2025 I was looking for an internet provider, and went onto the **** website and saw they had a promotional offer for 1.5 gigabit fibre for $60/month on a 2 year term. Not wanting to sign up online and get roped into hidden fees, I called them to inquire about this offer. The man I spoke with confirmed that the deal was valid and on top of that he would make the internet $50/month if I brought my phone over. So I signed up and had my phone transferred right away and scheduled the internet to be installed February 15th. Install comes and goes - no issues. Late February I get a Bell promotional call and the lady who called slipped up and mentioned that I was paying $110/month on internet. I stated that I was not signed up for that price and that I had my order summary in front of me that showed I was signed up for $50/month. She then put me on hold and then hung up on me. Fast forward a couple weeks and my bill came in at $298 and change. I called, they said they put a credit on my account to offset the over charges and it would come out of my account correctly. When the money was taken out of my account the full $298 and change was taken out. I called again and they said they issued a refund electronically and I was have it by the Friday April 4th. I didn't receive the refund so I called April 7th and they said the refund would be coming by mail and the cheque was issued April 1st. I tried to explain that their refund policy online states that the refund would be made the same way in which it was paid and they denied that was their policy even though it is on their website. 2 agents later and I come to find out now that **** is only claiming to have received $99 of the $298 saying they would investigate and call me back. Never heard back. I have a million more points to add, but not enough characters. Every time I call i get a different story and they are not interested in trying to resolve the matter. It genuinely feels like I'm dealing with scammers.
Initial Complaint
Date:03/04/2025
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.
TRIED TO CANCEL BELL SENDING A ROUTER WE DID NOT NEED. PROVIDED ALL INFORMATION. THEY COULD/WOULD NOT DO IT. USELESS WASTE OF ****** $ SINCE WE DO NOT NEED IT. WORKER ARGUED ON THE PHONE WITH ME FOR 1/2 HOUR. VERY BAD BUSINESS.
Business Response
Date: 04/04/2025
We appreciate having had the opportunity to hear from you and learn more about the experience you had with Bell customer service.
We are truly sorry for not living up to your expectations. Your feedback is appreciated, and we will take it into consideration going forward as we continually take steps to improve and enhance customer experience.
Kind regards,
*****
Bell Canada
Initial Complaint
Date:02/04/2025
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.
**** has installed fibe in our neighborhood we recently experienced an outage for now (3) days weve had a technician and a contractor visit us to repair the issue. We have not been able to work or use any of our services. We are the only people impacted as our bell fibe wire was installed faulty and we are now experiencing this issue for the second time.Still no resolution or reimbursement or support. We have been loyal customers for years but this is a horrible practice making the customer chase the merchant to provide ******************** that we pay for & repair due to the companys own negligence
Business Response
Date: 17/04/2025
Mahendran, Natkunam,

It was a pleasure speaking with you today.

I am pleased that were able to discuss your concerns and resolve the matter.

Sincere regards,

********
Bell Canada
Initial Complaint
Date:31/03/2025
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.
On 10/October/2025, I received a confirmation from *********** that I have returned equipment after cancelling my internet account with their company. For the next few months, I kept receiving notifications that I owe them a non-return fee. I have contacted **** about this problem at least 6 times. On every occasion, they claimed that they will remove this fee from my account. On 05/March/2025, I received a warning from *** about this fee. I contacted **** again and saved my chat transcript for future reference because I knew they would claim to resolve the problem, and that it would in fact persist. The transcript is uploaded to this report. Today, I received yet another warning from Collections, still advising me that I have to pay this money to ****. I am at a loss. **** is not fixing their issue. They are causing issues with my credit report. Proof of my equipment return is also attached to this report. Please help.
Business Response
Date: 02/04/2025
Dear ******** **********
Further to your BBB complaint, I would like to confirm the following:
On March 26, 2025 the non-return equipment fee in the amount of $199.00 ( $224.87 tax included) was adjusted on your account .
Furthermore an email confirmation was sent to you to that effect that very same day.
your account balance as of today is $0.00. No further action is needed.
Regards,
****** *.
Customer Answer
Date: 03/04/2025
I placed my complaint with the BBB before the issue was resolved by ****. I confirm that the issue was in fact resolved.
Thanks,
******** **********
Initial Complaint
Date:28/03/2025
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.
I'm having a problem with my email. Every so often I get locked out. Somebody from ****. An employee from Belle keeps accessing my email. This locks me out and finally when I get back into my email important files and emails that I have in there have been deleted. The only way this could keep happening is it is an employee of ****. I have had a problem with a **** employee years ago and it has continued ever since and I need somebody to contact me and solve this problem right away before I have to start the escalate it even further.
Business Response
Date: 04/04/2025
Good afternoon ******* Semkowski,

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.

To further investigate the issue please contact ********************* at ******** to have the technical department investigate further.

Regards,

*******
Bell Executive Office

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