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.
51 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:22/10/2024
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.
3 years ago I moved my beauty salon from the ****** side to *******. I was with **** and told them to transfer my services to ******* so I would not be fine because I had a contract. But I needed to keep the phone number of the original beauty salon in *******. So somebody from bell told me there was no problem. 3 years pass and one of my client told me my line from gatineau was still working so I tried and yes they never disconnected the line. So I call them to let them know and that I was hoping I wasnt charge for it. Next morning received a call that they had disconnected my line and was sent to group solution for a bill that I owed them.They told me they never received the black box for the tv and the converter. But told them that they had sent me a sticker and that I had returned it right away. And told them that the modern they told me to bring it to the new salon in ******* to plug it and it would work. But it didnt worked so I called them back and told them, they sent a technicien. The technicien took the old modern and replace it with a new one. The technicien told me he would take care of it. But now they say I owe them ****** for the phone and ****** for the internet and I call bell talk to a manager they were crediting me but them he had ro ask something to somebody else. He came back saying he couldnt because it was 3 years. My file was sent to group solutions called them and they are the one that told me to call bell and ask for manager or loyalty. They told me it happens often. But now my phone to my business is cut off to which create a kios for the client trying to call. The worst of all that is that I am with bell since I am 16 and I am 56 now. Can you imagine. I know I owe the month for the beauty salon in ******* but that it. Please help me
Business Response
Date: 25/10/2024
Dear ******* *******;
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 matter and I am confirming that the balances on both accounts from your former business address in ****** have been credited to zero.
As for your actual accounts, they are or were suspended due to non-payment. In order to have the services restored, please contact ******** to speak with our collection department.
I hope that the above resolution is satisfactory.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 25/02/2025
I talk to them this morning and it is still on both telephone and internet. I told them that I had received a e-mail stating it was suppose ti be at zero but they said they had nothing.
Customer Answer
Date: 25/02/2025
I talk with **** and all the charges are still on my account. They have been transfer to my account in ******* which is under or still Creations Mesmoizelles. Phone number ************. They did not took it out of that account.
Business Response
Date: 26/02/2025
Dear ******* *******,

The response to your BBB complaint of October 2024 is only in regard to the Quebec accounts and I am confirming that these accounts have a zero balance.
The Ontario accounts for ******************** provided in ********* have valid charges. The internet has been cancelled for non-payment in November 2024 which resulted in the application of an Early Termination Fee on top of the unpaid monthly charges. The phone service is suspended for non-payment since February 24, 2025.

Sincerely,
Jeremie
Bell Canada
Initial Complaint
Date:15/10/2024
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.
I agreed to internet, home phone, digital cable and cell phone services. I was told after two days that I was supposed to set everything up, including an online My Bell account. No one told me this at the time of the sale. I tried to register online, and the website kept crashing on me so I decided I had enough and cancelled the service. For months now, **** has tried to keep charging me different amounts of money, despite the fact that I've clearly stated several times over the phone that I'm cancelling their service, and I'm paying them nothing because I never used their service to begin with. I spent hours on hold trying to cancel with them, enough so that I should bill them for my time. Now they've decided that I owe them 27.44$, instead of 50, 100, 150 or any other number they've arbitrarily come up with in the past. All of their equipment has been mailed back to them two months ago. It's demented how difficult it is to get these morons to leave me alone.
Business Response
Date: 17/10/2024
******** ******,
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.
As per the information available in your account, you have been in contact with a Bell representative after you submitted this complaint.
The resolution process is underway and followed up by the representative you have been in contact. This representative identified the cause of the situation and is ensuring full resolution.

Kind regards,

Jeremie
Bell Canada
Initial Complaint
Date:15/10/2024
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.
Bell Canada Wireless internet service went out Oct. 2rd, we did all the required trouble shooting, and they entered a ticket for repair. no one showed up, and still 5 days later, we still have no service, Bell just placates us when we call, and lies to say another ticket / service person will be there next day, no one shows up. we are a business, we have to drive to local coffee shop to get messages, 911 on cellphones won't work, we have security camera's with no monitoring, and a medical device that can't upload results to the hospital. what kind of services are they charging such exorbitant prices for?
Business Response
Date: 23/10/2024
Dear ****** *******,
On behalf of ***********, I would like to thank you for taking the time to reach out to us and allow us the opportunity to resolve your concern.
After reviewing your account, as per the daily usage, it appears that the service was reestablished around October 7, 2024. I am confirming that devices are currently connected through Wi-Fi.
Should you have additional technical issues, please contact our technical support.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 24/10/2024

Complaint: 22389520

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:03/10/2024
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.
**** has been over charging for 2 years I try to get them to send me a bill or where they are getting the amounts they will not they just block me from calling and make it so I can only pay
Business Response
Date: 17/10/2024
****** ******,

As per our discussion, I have sent a request to reprint your invoices for the last 12 months free of charge. They will be sent by mail to the address on file. Once you have received those invoices, please contact our customer care department and we will be able to provide more information on the billed charges and provide instruction on how you can access your bills online.

Regards,

********
Bell ******
Initial Complaint
Date:04/09/2024
Type:Service or Repair 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.
On August 12th, 2024 I had a scheduled appointment from 12-5 to have an internet technician come to my home and setup a **** and line for my internet. I was offered a promotion through *********** and they sent me a *********. This tech came to my house and was there for 2.5 hours. He first asked if he could drill a hole into my wall to setup a cable from the outside into the basement. I said yes, he could but I am a renter not the owner, he said no problem. He never requested a signature from the owner. He ended up drilling a hole into my window frame which cracked the metal frame causing damage. He then taped the **** to my wall which he didn't ask permission to do causing further paint damage when I had to remove what he did to have someone else come fix what he did. After he claimed he had setup the internet cable he told me I had to wait 1 hour before I turned on the modem and he was long gone by then. Ultimately, he caused damage to my home and didn't set up my internet. I called bell back and asked if they could send someone else on August 18th, 2024 and they sent the same tech back and was there another 2.5 hours and did not set it up again. I tried calling **** several times to file a complaint and I was hung up on, or transferred and nothing was done. They didn't provide me with a supervisor or email to file a formal complaint. They said they would call me back and never did. I believe they have Tech's which are not properly trained or have no disregard for their client's homes such as this one. The company doesn't seem to want to do anything regarding the damage to my home.
Initial Complaint
Date:19/08/2024
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 am writing to express my frustration and disappointment with the service I received from Bell. I have experienced repeated issues with my internet connection, which has resulted in significant losses for my online business and interrupted my son's online schooling.On April 30, 2023, I placed a move order for May 1, 2023, but the internet was not working properly after three months of technician visits. Four technicians were sent to resolve the issue, and finally, the fourth one got it right. However, by then, I had lost over $600 in monthly business revenue and my son's paid online schooling was interrupted.Fast forward to June 20, 2024, when I placed another move order for July 3, 2024. The technician did not show up to my unit, claimed there was no signal, and left without resolving the issue. I heard nothing for over a week and had to call the company to inquire about the status of my move order.On July 7, 2024, a representative called me and stated that they could not provide internet with my Connecting Families code. I disputed this, and the call was disconnected. When I called back, a different representative set up the service, but I was overcharged for the promo including TV, which I did not order.Additionally, I received an email notifying me of a move order for my old address, which I had already moved from. I called to report the error and was told it was fixed, but I have yet to receive any update or resolution.As of today, August 19, 2024, I still do not have internet service. I prescheduled my phone replacement appointment for July 12, 2024 (thinking I would have internet service) fulfilled by Apple and left without a phone until August 10, 2024.They have suspended my account. I emailed the customer relations (*****) and explained this. Nothing. I have only received we are sorry to hear this.I request immediate attention to this matter and compensation for the losses I have incurred due to the company's negligence and poor service.
Business Response
Date: 28/08/2024
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 called 3 times and have not yet been able to reach you, please contact me when next available.

Kind Regards,

********
Bell Canada
Customer Answer
Date: 28/08/2024

Complaint: 22164291

I am rejecting this response because:
I am expressing my dissatisfaction with the response I received regarding my move order to install internet on July 3. Despite my initial request, no arrangements were made for an alternate appointment or for someone capable of understanding your equipment to attend.

The single phone call I received while I have been trying to re-establish my business clients does not constitute a genuine attempt to resolve the issue. I have made numerous calls to Bell Canada and have yet to see any progress.

Furthermore, I have been overcharged for an entire year, paying $69 for a service I believed was a (connecting families)promotional offer. I have since discovered that this was not the case, and I am seeking rectification for this shady business practice.

I will be calling again tomorrow, August 29, 2024, to escalate this matter. I expect a more concrete resolution to this complaint.

Sincerely,

*****************************
Business Response
Date: 05/09/2024
*****************************,

We have not been able to reach you using the contact number provided. Attempts were made August 22nd, 23rd and 26th. Also, emails were sent on August 22nd and 23rd.We have not received a call back or an answer to those emails as of yet.

In order to resolve your concerns, please contact us by replying to the email or by calling the number.

Regards,

********
Bell Customer Service
Initial Complaint
Date:06/08/2024
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.
I have two internets with Bell and both services were increased by $5. I am already paying $100 per service. I do not accept nor agree to these increases. Just because **** has a monopoly on Internet service it should not be allowed to simply make increases out of no where. We are already paying the highest internet bills in the world. I want my Bill to go back to the price it was when I agreed my terms.
Business Response
Date: 13/08/2024
*************************,

The monthly rate of your internet service increased by $5.00 as of July 1st. You were informed of this upcoming increase on your April 16th, 2024, invoice as per the Terms of service that you agreed to and required by the ***** Bell does not hold any monopoly on internet service as there are many other service providers in the country.

On July 26th, you spoke with a ******** Care agent who applied a -$5.00 promotional discount for 12 months which offsets the recent price increase. As such we consider the matter closed and resolved.

Regards,

********
Bell ******
Customer Answer
Date: 13/08/2024

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:06/08/2024
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 signed for a $45 per month contract for 2 years for my home internet plan on July ******. Ever since I started to notice that **** was adding a charge of an extra $5 after every 6 months without my knowledge which was not part of what I signed for when I got the contract. Every month I have to ********************* employee and stay on hold for hours to explain the situation. I have had enough. Now the plan which was supposed to cost me $45 plus tax is costing me $55 plus tax because bell choose to break their contract. I want my contract honoured as I signed for it for $45 plus tax for 2 years till July 5,2025. I should not have to call every month a bill is issued to get this rectified.
Business Response
Date: 09/08/2024
Dear *************************,

Thank you for contacting us. We do not have contracts for internet services.

With regards to price increases, we advise every customer of a price increase 30 days prior to the change of rate via your bill or as an insert. This can be viewed on your MyBell profile or your monthly bill.

Please review your original service agreement, as it is noted that price increases may happen as per our Terms of Service (you may review the Terms of Service on our www.bell.ca website).
Thank you,
*******
Customer Answer
Date: 09/08/2024

Complaint: 22047522

I am rejecting this response because when I signed the agreement it states that it will stay the same until July 2025 and No where does it say anything about a price increase.

i want my contract honoured till the date stated

Sincerely,

*************************
Business Response
Date: 14/08/2024
Dear *************************,
Thank you for your feedback.
Our position remains unchanged.
Kind regards,
*******
Customer Answer
Date: 15/08/2024

So does mine as a customer

Sincerely,

******** Kumendan
Initial Complaint
Date:26/07/2024
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 have been a bell customer for home ******************** for the past few years now. **** started offering gigabit fibe 1.5 gb internet at 50$ monthly plus tax when I started. Constantly they have been increasing the price very often and now it has got to a point where they are charging 65$ plus tax for the same service. Last time I contacted their customer service on Jul 8 after receiving email from Bell loyalty. The email said that they would offer me the same price promo that I started with as a reward for my loyalty as long as I stay with them. The agent promised in the call that the total bill would be similar 50 or 55 like I used to pay originally. Now they are again saying its going to be 65$ monthly. They are price gouging for no reason. They market it like a discount promo by raising the price of the service. Their internet service has been good but the constant change in bills is very annoying and disappointing. Please escalate it to them so that I can get the same pricing as original.
Business Response
Date: 30/07/2024
*******************************,
I am showing that your internet pricing is $55.00 plus tax and that is what you will see on your August 2024 invoice.
*******
Customer Answer
Date: 30/07/2024

Complaint: 22005035

I am rejecting this response because:

The invoice is temporarily showing up as 55 plus tax for only August 2024 but the agent said it is going back to 65 plus tax again from September 2024 which is so unacceptable.

Kindly confirm if the monthly amount is going to remain 55 plus tax only as **** keeps switching the prices so much.

Sincerely,

*******************************
Business Response
Date: 01/08/2024
*******************************,
As per your screenshot, the credit that is referenced is the $85.00 credit that is currently on your account.
There is no guarantee about total pricing on the screenshot.
Your pricing starting in September will be $65.00 plus tax per month.
There could also be price increases with your service over time but you will receive at least 30 days notice on your invoice if and when that happens.
You have the best credits for your service at this time.
*******
Customer Answer
Date: 07/08/2024

Complaint: 22005035

I am rejecting this response because the business keeps on increasing price for the same level of service and is luring customers to sign up by jacking up the price in a never ending manner while pretending to offer a discount.

Sincerely,

*******************************
Business Response
Date: 14/08/2024
*******************************,

Your pricing starting in September will be $65.00 plus tax per month.
There could also be price increases with your service over time but you will receive at least 30 days notice on your invoice if and when that happens.
You have the best credits for your service at this time.
********
Bell Canada
Customer Answer
Date: 15/08/2024

Complaint: 22005035

I am rejecting this response because the price is not in line with what my friends are being charged for the same service.

Sincerely,

*******************************
Initial Complaint
Date:24/07/2024
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.
Internet services were cancelled in May of 2024. They had a processing error and the cancellation did not go through. They then said on **** 9 it was cancelled. I then received another bill in **** for the following billing period in July. Called again. Told there was another error on their end. That lady was very rude an unhelpful and tired to indicate I was at fault for swithing services even though **** had made me the offer of updraged internet.Then I called back another date in **** told it was fixed and would see on next bill. July 12 get another bill for yet another month and continuous notices about late payment. Even though I was told they would manually override the notices from coming or impacting my credit as a late payor. Chatted with them again on July 15 (very nice person) indicated it will now be fixed by my August invoices and I would receive no more notices about being late as it was manually overrided and it would not show as late pay. Got another email the very next day about being late. 10 phone calls or chats with company in total and still having issues.
Business Response
Date: 31/07/2024
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.

To further investigate the issue please provide the account number and or phone number and the address that the charge relates to.

Regards,

*******
Bell Executive Office

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