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

154 total complaints in the last 3 years.
50 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:28/01/2025
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 was contacted by **** with an offer for better internet and was promised not to be paying any more than what was the original package I already had. I discovered recently that my bill will be increased by $10. This is not what was promised to me. I suggest that **** honor their promise. I expect that either Bell reduce the bill by the amount that the bill is increased or reverse the changes that were made. I expect for **** to reach out to me within the next 24 to 48 hours with a proposed solution. I was lied to by **** and this is breaking promise to customer. Not acceptable.
Business Response
Date: 29/01/2025
***** ******,
You recently doubled your internet speed from Gigabite 1.5 to Gigabite 3.0 which is why the price went up by $10.00.
If you did not make this change I would suggest calling into customer service to see who did.
If you did make this change and want to see what offers are there for different internet packages I suggest calling into customer service to see what is available.
*******
Customer Answer
Date: 06/02/2025
Complaint: 22824773

I am rejecting this response because: you are the one who manage escalation so you figure it out. I am not good at communicating with customer service. Please help set this right and reverse the action taken on my account. Otherwise I will seek services with another provider.

Sincerely,

***** ******
Business Response
Date: 10/02/2025
***** ******,
I have investigated and our system shows that an outbound call was made to your contact number by a sales agent and that you agreed to the internet speed increase.
I see that a confirmation email was sent you the email address we have on file immediately after the call and that it summarizes the transaction.
If you are saying that you did not authorize that transaction you will have to contact customer service so they can investigate the fraudulent activity on your account.
If you are saying you recall the transaction but want to revert back to the previous service you will still have to contact customer service as they will have to do a proper security validation of your account to make any changes.
The BBB service equipped is not for either of these actions.
*******
Initial Complaint
Date:10/01/2025
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.
Since June of 2023, I have been contacting Bell for slow internet speed issue. Every time a technician works on the issue or I speak with tech support, the internet speed increases for a limited time and goes back to being slow. In the past three months I have been trying to contact **** in hopes to reach a solution but all I get are agents and supervisors who do not want to listen to what I have to say. Sometime in July of 2023, I spoke with a manager from ******** who informed me that he knows what the issue is and what is the source of the problem but also said that he cannot inform me what it is or how it can be fixed. I have been paying $60+ for 1GBPS speed and the most stable speed I ever get is 290MBPS. I have spend many many hours on the phone troubleshooting with tech support, was on the receiving end of maybe the worst customer service ever; which all in all lost me some business and time and money that did not deserve to be lost due to the so called internet ******** demands are as follows: immediate contact with **** within the next ***** hours to help resolve the issue, since there was a loss in monetary value a compensation of $2000, and a formal apology.
Business Response
Date: 17/01/2025
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 Client Relations. Their notes indicate they are working on resolving your concerns relating to your internet.

As such,I will leave the resolution in their hands.

Kind regards,

******
Bell Mobility
Customer Answer
Date: 17/01/2025
Complaint: 22759333

I am rejecting this response because:

Bell Representative currently handling my case was dismissive and very disrespectful through CCTS escalation therefore I am proceeding with BBB escalation. I require a new representative of **** to reach out to me because until now I am being disrespected and condescended to by Bell personnel. I will continue to escalate until I get someone who cares about customer and not only about Bell ********************. I have spent many many hours over the past 17 months over the phone doing things that is normally a bell employee task. I don't work for you so you need to do your job. I expect to be contacted by a new Bell representative within the next 24 hrs.

Sincerely,

******** *****
Customer Answer
Date: 20/01/2025
Hello BBB,
This is to inform you that even when requesting for another representative to talk to from ****, they still sent the same representative to aggravate me. I believe **** has broken protocol on customer handling because even when requesting another representative to talk to, they still sent the same one whom still contacted me today even when I expressed that I do not wish to speak to him again. The representative's name is ****** and I want to express that this representative is very rude and condescending person to deal with which was the reason for my request for another representative. Please use this information to do the needful.
Regards,
******** *****
Business Response
Date: 24/01/2025
We respectfully decline your request for a refund of services provided.
Customer Answer
Date: 28/01/2025
Complaint: 22759333

I am rejecting this response because: **** has not provided any means of resolving the reported issue. I require contact by head of consumer relations from **** and expect a refund for the months of the reported issue.

Sincerely,

******** *****
Customer Answer
Date: 29/01/2025
Hello BBB,
I would like to ask why this complaint has been closed as, **** has not made any effort to resolve the reported issue. They have not tried to contact me after the first botched attempt and will not assign anyone else to try to negotiate or reason for an agreement. I require for this complaint to be reopened and for **** to be asked to assign an appropriate representative to contact me to work on achieving an appropriate solution for the issue reported.
Regards,
******** *****
Initial Complaint
Date:17/12/2024
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.
Cancelled bell internet beginning of October. **** continues to charge me every month. When I call them, I am told it takes 3 months stop billing and to prepare the final bill and then it will take 72 days to get a refund. I have cancelled my service and returned the equipment promptly. **** notified me equipment was received. Since cancelling my service **** has charged me $256.70. I would like my refund promptly
Business Response
Date: 19/12/2024
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 concerns.

I have investigated the account, and I can confirm that the refund cheque of $256.70 has been processed however due to the ********************* strike the cheque was delayed in being delivered.

With the postal workers back at work the cheque will now be delivered by the **********************

Thank you for your patience in this matter.

Regards,

*******
Bell Executive Office

Customer Answer
Date: 20/12/2024

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:11/12/2024
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.
On Thursday, November 20, my e-mail worked fine. On Friday, November 21, I couldn't access it. I called daily and on Tuesday, one of the many people with whom I chatted about the problem as I continued to hold and be transferred, finally told me that I was sending spam, so my e-mail was locked. I could not change my user name or password because my Bell e-mail would not accept either. I could not access My Bell or my Bell Account to cancel my account. I was in a Catch -22 situation. Finally I was told that the speaker would send a TICKET to the repair specialists and I would hear in between 24 and 48 hours. I was also told to seek a technician to eliminate the "supposed" virus my computer had contacted. I contacted ***** ************ who ran a check and said my computer did not have *** ****. We called bell and were told no one could help us and that another TICKET would be issued and I should keep my phone line open from 8:00 a.m. to 10:00 p.m. as I would supposedly be phoned about hopefully fixing the product. Customers are not able to call Tech Repair people directly; apparently, not even the telephone responders are able to make changes or contact the Repair specialists directly. I think **** needs another and different business format. Besides having to pay my specialist for what **** was supposed to provide, I now believe that the Bell Server was hacked. I have gone 12 days without e-mail and spend many hours on the phone to Bell. I cannot receive notifications about medications at the pharmacy, about upcoming doctor appointments, I cannot receive information from the Retired Teachers of Ontario or access their website. I cannot send e-mails to the members who depend on me for information and organization.
Business Response
Date: 12/12/2024
***** ******,
I have opened a ticket with our highest technical team.
They will contact you at the number you provided within 24 hours.
*******
Customer Answer
Date: 13/12/2024
Complaint: 22633852

I am rejecting this response because: I want payment for the Tech Specialist I hired and a reduction on my **** **** for 18 days without use of my internet. I'd also like to know how they are going to change their business model to deliver better service and reduce anger and frustration for their customers.

Sincerely,

***** ******
Business Response
Date: 16/12/2024
***** ******,
Can you tell us the charge that your specialist gave to fix your issue and provide a copy of the invoice which should specify the issue and what was fixed?
If your issue was something that an outside technician can fix, that the issue inherently cannot be a Bell Canada sourced issue and must be something external to our systems since an outside technician would not have access to our systems to fix anything.
However I am willing to see your invoice to see what the the issue was and see if I can assist with compensation.
*******
Customer Answer
Date: 19/12/2024
Please see attachment for clarification
Business Response
Date: 20/12/2024
***** ******,
I see that you attached the scanned invoice.
I am unable to see what is written on the invoice. I can see the invoice template but nothing is legible.
Perhaps if you rescanned it you can get a better copy somehow.
Are YOU able to read what is on the invoice after scanning?
*******
Customer Answer
Date: 21/12/2024
Attached please find the invoice. I have traced the information from my technician with ink so you can read it.
I also want compensation on my bill for the lack of e-mail for 18 days.
Business Response
Date: 30/12/2024
***** ******,
I have credited your account in full for your invoice that you provided.
I can further add a $5 credit to your bill for 24 months if you accept that as compensation for lack of email for 18 days.
Please let me know if this is acceptable.
*******
Initial Complaint
Date:06/12/2024
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.
*********** charged me for internet services that they did not provide. They accepted the fault. However, to refund the money they say only they could send a cheque by ************I suggested E-transfering or couriering the funds to me as *********** is on strike. THEY INSIST THAT THEY CAN ONLY SEND BY ************I EVEN ASKED THEM TO TAKE COURIER CHARGES FROM THE MONEY THEY ILLEGALLY GOT FROM MY ACCOUNT/CREDIT CARD. THEY REFUSED TO DO THAT. i SPOKE TO A PERSON BY THE NAME ***** AND SHE ALSO SPOKE TO HER SUPERVISOR AND INFORMED ME THAT THEIR DECISION IS FINAL. It is VERY UNFAIR to CHARGING MONEY FOR SERVICES THAT *********** DID NOT PROVIDE AND INSISTING THE ONLY WAY THEY COULD REFUND IS BY CHEQUE THROUGH CANADA POST.
Business Response
Date: 12/12/2024
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 concern and am pleased to advise that on November 28th, 2024,Payment refunds were completed in the total amount of $401.15. The funds should have been returned to the credit card from which they came. Please check your credit card account to confirm the funds were returned.

Kind regards,

******
Bell ******
Initial Complaint
Date:28/11/2024
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.
On Tuesday at 6 a.m., we noticed that we no longer had an internet connection. Our service provider is ****. We called **** and asked for a Technician to come to our house and check. When my husband went out to go to work, he saw a Bell Technician at around 7:45 AM and he asked the Technician if he was the one Bell sent out to check our internet, this technician said no, he said he was there for the upper unit cause they requested for a new service with ****. At this time, we did not know why we suddenly didn't have a connection. Another technician came at 12-1 pm noon, name is **** with an ID #*****. He checked our connection and asked me if were we aware that the upstairs unit had a recent internet connection with them. I told him that my husband talked to a tech guy this morning and he installed their internet. So **** told me that what happened was the Tech (in the morning) disconnected our line, and connected it to the upstairs unit cause we live in the basement, plus he put a note "Main Floor, do not disconnect". That was our line since the day we moved in! We moved here in May 2024, we were the only ones using the bell and we were connected to the first box.The technician did an illegal process where he disconnected a line that was connected to an active service. He didn't even notify us of what happened! As per ****, the technician who I talked to, maybe when a new service was requested, the upstairs unit did not specify which unit, which is impossible cause I tried to call ****** promotional line and I pretended to get a new service and the Bell customer service asked me which unit, so, therefore, they always verify which house and which unit so there should be no confusion about that.This Technician who did this to us, did the easier way just to get the job done but did not think about the consequences. I work from home and has 2 jobs solely relying on the internet, my husband works hybrid. So I lost 2 days of work and 1 day for my Husband
Business Response
Date: 03/12/2024
****-lourico ******,
I see that you have spoken to an escalation agent who has given you 3 months of service as compensation that you agreed to for a total compensation of $305.10.
We will investigate what happened and deal with the matter internally.
Thank you.
*******
Initial Complaint
Date:26/11/2024
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 had dozens of issues with my bell wifi pods disconnecting from my home hub. I have called over 20 times spoke to tens of people and no one can fix it, I have had the issue escalated ticket no: ******** I was told I would hear back in 48 hours its been weeks and I haven't heard anything in weeks . on top of that my internet speeds have dropped to 50mbps down, when the speed I am paying for is 1.5gbps you guys are unable to resolve any issues and I am extremely frustrated. you guys refuse to offer compensation or anything this is absolutely ridiculous this company has got to have the worst customer service in the world, its easier to speak to toddlers than these employees. this is your last chance to fix my service that I am paying way too much for or I will be pursuing LEGAL ACTION IMMINENTLY.
Business Response
Date: 13/12/2024
Dear Jag Jarmana:
This email is in response to your BBB complaint.
Your request has been escalated to our Bell technical support department. They will be contacting you shortly.
Sincerely,
****** *.
Initial Complaint
Date:08/11/2024
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 booked a internet move from my previous address to my new one(I will be moving in today) i specifically booked a time slot for 4:30. and they agreed and on the day of the move, they tell me they cannot. now I have to wait 2 more days for them to come install. I am a musician who runs his business on internet. I have big files to upload because they're video files. Now I cannot.
Business Response
Date: 22/11/2024
Dear Jong **** ***,
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 investigated the situation and can confirm that during the echat session on October 30, the representative who created your order informed you that there were 2 time ranges for the installation: 8 Am to 12PM and 12PM to 5PM. Certainly a mention that you were available as of 4h30PM was left in the order but this was not a firm time range.
With the aforementioned,you will understand that there will not be any credit applied on the account.

Sincerely,

Jeremie
Bell Canada
Customer Answer
Date: 22/11/2024
Complaint: 22501867

I am rejecting this response because: On the phone they should it should be okay. The agent called me. Get this figured out.

Sincerely,

Jong **** ***
Initial Complaint
Date:04/11/2024
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.
The very first thing I will indicate is my family and I have been **** customers since 1977 with the exception of 2 years.Back in August 2024, I received a bill for a non-return modem charge. I had addressed through a phone call to Bell. The call was referenced EZ70938 on August 16th, 2024. We went through the whole tracking of the shipment where the courier lost it. *** mentioned he created a report to have it resolved. He mentioned it would be within the next billing cycle and not to pay the current bill. I had already paid it. There are also four chats included in this document where agents repeatedly asked me to go through the whole situation again. Not good!During these logs, there was also repeated resolutions where a credit would be requested. At one point, one of the agents indicated the credit was there. Chat Reference number ********************, which is in the attached document indicated such credit. Marishane mentioned there was an excess credit which I had then asked to be transferred to account *********. She had confirmed that there would be a credit of $14.20. At this point, I thought to myself, I now have a month where I did not have to pay Bell.The next billing cycle came, and to my surprise, account ********* was paid and had a credit of $14.20. However, account ********* not only did it have a charge on it, it also had a return payment of the amount equivalent to the amount that was transferred to account *********. I was furious as I couldn't figure out why there was a bill for $224.87.I had a chat with ****** where the chat was not sent to me. They would call me back, but did not. I waited for their call. I then chatted with **** on Oct. 10. She said there was no credit and the amount was just a transfer from one account to another. I said I wasn't paying for the bill. **** sent me an email demanding payment or services would cut off. I paid the bill which have been resolved. This money would have been better spent elsewhere.
Business Response
Date: 05/11/2024
On behalf of ***********, 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.
A credit of $199.00 (plus tax) for the non-return of the modem has been applied to your account.
As such, we deem the matter to be resolved.

Kind Regards,
*****
Bell ******
Customer Answer
Date: 08/11/2024
Complaint: 22477959

I am rejecting this response because:
*****,
Apparently you have not read what I had gone through. My family and I have been ***** **** customers for 45 years. There has not been a formal apology for this total mess of customer service.
So it took me three months where I spent about 6 hours (wasting 6 hours of my life) on dealing with this matter through multiple agents, many of whom mentioned there was a credit in place, but there wasn't just to check my account on November 5 where, FINALLY, an adjustment was made in real time (check image: Adjustment Made on November 5, 2024 with BBB Intervention.jpg)?
I had agents who agreed I should not be paying the bill, yet I received an email from ***** ********, Vice-President of Bell Collections (check image: Threatening Email from Bell.jpg) threatening about disruptions should the bill not be paid. AGAIN, I stress the fact we have been loyal to **** for 45 years and the last thing I wanted was to lose the phone number we had since 1977. So I paid the bill when it should not have been the case.
*****, I want an apology for the oversight and also an apology from ***** ********, Vice-President of Bell Collections. To have an email from Collections is disheartening and insulting, especially when file notes had been made.
You all botched up big time. I expect an apology. Otherwise, I conclude you are not in the business of customer ******************** and I will once again open my options to other providers.
Thank you,
******* ***, MPEd, BEd, BA, OCT
Customer Answer
Date: 11/11/2024
**** botched this matter big time and threatened to disrupt my services if I fail to make my payment. I asked for a letter of apoplogy for this major inconvenience. Yet they do not acknowledge nor apologized for it. I will be voicing this through other channels. This is not customer service. The agents mentioned they put in their file note that I would not need to pay the outstanding bill. Yet, I receive a letter indicating or threatening me with service disruption if I did not pay. Regardless of finally crediting me which they had mentioned they did several times over the last few months, nothing was accomplished. Shame on Bell. This is from a customer who has retained their ******************** for 45 years.
Business Response
Date: 27/11/2024
We appreciate having had the opportunity to hear from you and learn more about the experience you had with **** customer service in the past year.
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,
*****
Customer Answer
Date: 02/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. ****** contacted me and also provided a genuine apology while understanding the frustration and time I put into this ordeal.
Her response was accepted. Thank you, *****, for answering back. I do expect I will not have to deal with this again.

Sincerely,

******* ***
Initial Complaint
Date:24/10/2024
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.
Friday 11 October I call to put my internet package bigger the one I had was not anought so lady said you need fiber one is unlimited net perfect we go with that she send someone Saturday 12 October she realise she could do anything one she got here so they send someone else on Sunday 13 October try to fixe the net ho he realise he could do nothing about it and left he only said someone will contact you about this Monday Tuesday Wednesday nothing but I call for some info someone will contact you from. Here to Monday that going to be a week with no service no t.v. Or internet and that watch you call customer service I really had a s**** service. With ****. Unbelievable I left Explore net for bell that was really a stupid move. And I m still waiting for service
Business Response
Date: 25/10/2024
Dear ***** ******,
This email confirms that we have received your BBB complaint.
We have forwarded your complaint to our technical support department, and they will be contacting you shortly to address your concerns.
We appreciate your patience and understanding.
Regards,
****** *.

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