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:18/07/2024

  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.

  On June 26, 2024 Call made to Bell and was forwarded to ******************* Wanted to see if I could get bell internet at 60 as advertised. Which is a faster speed. I was notified No as this only done to NEW clients only. Secondly they also metin my internet price went up by 40. This was not express in my bill regarding this new rate, however, the agent said it was a personal email that was sent. Which I never received. But agent offered discount on the internet for 10. That did decrease my bill.July 8, 2024 Spoke to loyalty department again and at the beginning was told I could qualify for the 60 a month internet. But when asked why this was not offered to me in June the agent denied the offer of 60. Then mentioned that the speed was not offered in my building. Requested confirmation but was told there nothing they can send client regarding the speed within the building. Need those two calls pulled and request why information changes without valid explanation. Why does Bell Canada offer cheaper service to new clients and make changes without notifying client. Also, why are agents provide different facts about individuals bill.Hope to hear back soon.Best regards ***** *************************************************

  Business Response

  Date: 02/08/2024

  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.
  
  The internet rate plans like all other rate plans change on a regular basics and have certain criteria to be met and are only available for a certain time period before a new rate plan is  introduced.
  
  To confirm which internet rate plan is currently available and would be compatible with your services and requirements, please contact ********************* at ********.
  
  I checked your One bill account ********* regarding your current internet pricing and found that the price of the internet service on your June 6, 2024 invoice was $80.00 after the applied promos and the internet service on the July 6, 2024 invoice was $75.00 after the applied promos. Please contact ********************* for any further billing inquires.            
   
  Regards,
  
  *******
  Bell Executive Office

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21958486
  
  I am rejecting this response because:
  The promo are limited time, however, no timeline of promo was provided. Nor, was the explanation regarding if the representative provided me valid information regarding if the speed is provided in the area. 
  Sincerely,
  
  *******************

  Business Response

  Date: 14/08/2024

  Dear *******************,
  
  I have reviewed your original complaint regarding the pricing of your internet service. I understand that you are looking to reduce your monthly rate and that in doing so, you were provided different information by our representatives which resulted in a bad experience.
  
  Despite the fact that the monthly rate showing on our website is for new customers, I am in the capacity to offer you the monthly rate of $60.00 + tax by providing you a monthly credit of $55.00 on the based rate. A quote has been sent by email. In order to accept the offer, you may call the number showing on the email. This offer has a limited time of 7 days.
  
  I hope this solution offer is satisfactory.
  
  Sincerely
  
  Jeremie
  Bell ******

• Initial Complaint

  Date:15/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled our internet services on March 1, 2024. We returned our equipment via ********* on March 4, 2024 (Tracking Number ************) and it was confirmed to be delivered back to the Bell facility on March 5, 2024 at 11:04am. The contents of the box included the internet modem and the ******PODS" as stated in the references section of the Purolator delivery tracking information. On May 7, 2024 we received a bill for $113.00. When we called and spoke with Billing and Sales they told us that the charge was for an unreturned Wifi Pod. The representative told us that the modem was scanned, but no Wifi Pod was scanned. We advised the representative that the Wifi Pod was included in the box with the modem return, and that they cannot charge us for an item that we returned that their facility did not scan or lost. The representative then told us that when he looked up the information for the Wifi Pod we were renting it came up with an "error" number and could only tell us that the error number meant it was under "internal investigation." He could not give us any further information on it, nor could provide us with the model number of the Wifi Pod being claimed unreturned. The representative advised us that he would be contacting the warehouse to properly scan the Wifi Pod or override the missed scan in the system, and that our bill would be adjusted back to $0.00 within 2 billing cycles (By July 7, 2024). He assured us that the error on their end would be fixed. We just received the July 7, 2024 bill and it still states that we owe $113.00 for the Wifi Pod we returned. We've already dealt with charges on our credit card for services after our cancellation that we had to contact **** and wait to receive reimbursement for it, and being as it's now been 5 months since we cancelled our services, we would like Bell to withhold their end and adjust this mistake on our bill so that we can be done with this.

  Business Response

  Date: 25/07/2024

  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. 
  
  I have investigated the matter and am pleased to know that you have been in contact with **************** July 9, 2024 and they have adjusted the charges. As such, we deem the matter to be resolved.
  
  Kind Regards,
  
  *****
  Bell

  Customer Answer

  Date: 25/07/2024

   
  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:02/07/2024

  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.

  A customer service agent who sold me my ******************** plan advised me to look past the terms and conditions of the contract because Bell had an internal policy wherein customer's relocating to somewhere that cannot provide their services would not have to pay the cancellation fee. The company has since informed me that this is not the case and will be charging me $500. ******** - employee number EZ94078 - explicitly told me that ****** policy was to allow customers to be deceived by ****** agents and uphold contracts signed under false pretences. This can be heard during a call at approx. 5pm EST June 20th, 2024.

  Business Response

  Date: 03/07/2024

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

  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 Executive Office and they have applied the following resolution: the termination fee will be waived once it appears on your invoice.  As such, we deem the matter to be resolved.
  
  Kind Regards,
  
  Jeremie
  Bell Canada

• Initial Complaint

  Date:23/06/2024

  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.

  **** has increased my bills above their advertised base rates without notice or approval. Bell.ca advertises a monthly fee (base rate) of $95 per month for the Fibe150 internet, yet I am being charged $115 per month. I called Bell to correct the issue and they refused to state what the base rate is, just repeating "you are paying the base rate without any promotions", which according to Bell.ca is $95. Bell is scamming their customers and should not get away with this false advertising. I am looking for a refund for the amount I was overcharged above $95 every month for over a year now. I do not have a full history of my bills, however, what I do have totals being overcharged $1,095 above the advertised rate of $95 since December 2022.

  Business Response

  Date: 26/06/2024

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

  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 reviewed the matter you brought forward in regards to the pricing of your residential internet service.
  

  As per the information available through the link View details, the base rate for Fibe 150 is $115.00 + tax. The current price of $95.00 + tax is available to new customers only; this pricing includes an ********************** promo of $20.00.
  .

  We hope that the above clarifies the information available on the website.
  

  
  Sincerely,
  Jeremie
  Bell Canada

  Customer Answer

  Date: 26/06/2024

   
  Complaint: 21890018
  
  I am rejecting this response because: The response provided is untrue. As per the original screenshot, the rate is clearly $95 off and the advertised promotion for new customers is $15, bringing the rate down to $80. I clicked the "view details" which brings up the page shown on the newly attached screenshot that confirms the rate of $95 and the promotion for new customers is $15 off, resulting in a rate of $80. The numbers provided in ****** response are blatant lies.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 27/06/2024

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

  As per the actual process on the website, the service address needs to be added in order to obtain the available services and their pricing.
  

  Please see attached screenshots of the website with the address we have on file for you.
  
  

  Sincerely,
  
  Jeremie
  Bell Canada

  Customer Answer

  Date: 30/06/2024

   
  Complaint: 21890018
  
  I am rejecting this response because: ****** advertised pricing continues to be misleading to say the least. ****** website now shows different pricing compared to previous screenshots I provided, manipulating the rate using an unexplained "internet promo" in addition to the previously mentioned $15 promo for new customers. Despite that, the "current price" is still advertised as $95 on the front page without indicating any stipulations, such as an inexplicable $20 "internet Promo" that showed up later. For example, the $15 promo is indicated by an asterisk and footnotes, unlike the obscure $20 "internet promo".

  I have come to the realization that my bills increased during my time with ****, while advertised pricing and new customer rates did not increase proportionally, if at all. At this point I do not expect a resolution as I am at the mercy of Bell. I am disappointed in the inconsistency of pricing and the overall lack of customer loyalty.

  Thank you for your time,
  

  
  ****

• Initial Complaint

  Date:20/06/2024

  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 cancelled my internet service with Bell as of March 23, 2024, They sitll to this day charge for services even though I advised them I'd cancel the service.They refuse to cancel the service and leave it active. They are not cooperation and they are wasting all of my valueable time trying to get an answer.

  Business Response

  Date: 24/06/2024

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

  Thank you for reaching out to us.

  It appears that there is a system issue causing the account to remain active for billing purposes only. I have placed the cancellation and will follow up to ensure the service is completely cancelled.

  Thank you,

  *******

  Customer Answer

  Date: 25/06/2024

   
  Complaint: 21767934
  
  I am rejecting this response because:

  I want a complete refund and credit given to me, I'm not paying my cell phone bill untill this has been completed, how can I trust **** with pre-Authorized payments without affecting my credit score beacause of this issue...

  I don't think it's fair for big corporations like **** to take advantage for so long and then refund takes months and months to come by? I've been off work for Stress Related circumstances and this is one issue that has not helped.

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

  Business Response

  Date: 28/06/2024

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

  Business Response

  Date: 02/07/2024

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

  The account is cancelled and the charges were credited. Your final bill will show your final credits.

  Thank you,

  *******

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 21767934
  
  I am rejecting this response because: I still receive bills for the service. I tried cancelling and receiving my refund to no success, no attempts from **** to contact me or leave a message.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:20/06/2024

  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 have been contacting Bell Mobility customer support as my ******************** has not been performing to standard since Sept 2023. Help line has not resolved my issues. The network drops and reconnects, randomly, regardless of distance from the modem. My modem was finally replaced in March 2024, with an increase in my price I was paying to rent this upgraded modem for an extra 7$. The problem continued and I have called several times this year, finally getting an employee to send out a technician into the area in May 2024 to take a look at the lines outside. I was supposed to get a call back post technician visit a day or so later. I did not. I called May 15 to inquire, and a ticket was put in. I was told that someone would call ***** hours later. They did not. May 27 I then called and sat on the phone for 3 hours, being told I was waiting to speak to the management team, after being offered 40$ credit to compensate me, which I declined. After 3 hours, an individual picked up the phone, spent approx 2-3 seconds on the line before the call ended. Nobody tried to call me back.

  Business Response

  Date: 28/06/2024

  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 issue and was I unable to locate any notes on the account regarding the issue, the account has already been cancelled.
  
  We consider this matter closed.
  
  
  Regards,
  
  *******
  Bell Canada Executive Office

• Initial Complaint

  Date:13/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Bell internet Fibre Optics, they sent me the equipment, and I was told so long as it's returned they will refund me the cost. They got the equipment back at the end of February and said they would cut me a check within 20 days. The amount taken from my account for the equipment was around $225 but the refund they are promising is $218, which is fine. But I've yet to receive a cheque feom them. I've called 3 times chatted twice and have been told by multiple agents to wait longer. I'm now moving from this location and still haven't received the cheque. In the past, I've done this before and the cheque came super quickly. When I called them the last time they claimed to not have the apartment number on file although, I verified the address and confirmed it 3 time before this, including the apartment number. All this to say, things aren't cheap, people need their money back when promised, and this issue is still ongoing....they refuse to send me the cheque, let me know if it's actually sent, and refuse me to speak to their management team. I want people to be aware of this, it's not right. Their a huge company who should be doing better than this. I also want my money, I need it actually. With gas and prices of loving only sky rocketing higher, people need their money.

  Business Response

  Date: 23/05/2024

  ****************************,
  
  A new refund cheque of $218.12 has been requested on May 16th, 2024. You should receive it shortly.
  
  Regards,
  
  ********

  Customer Answer

  Date: 27/05/2024

   
  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.

  However, should Bell not honor their claim yo have sent a new cheque, I will be re-opening this case.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:09/05/2024

  Type:Order 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.

  Complaint Submission to BBB:I am submitting a complaint regarding my experience with **** regarding their internet service. In January, I agreed to switch from ****** to Bell after a sales representative offered me internet service for $50. Shortly after, I received a call for order confirmation where FiberTV was also suggested for $10 along with an additional $5 discount on my internet. I accepted this offer as well.However, when I received my bill the following month, I noticed that the internet price had increased to $55. I promptly contacted customer service, requesting to revert to the agreed $50 price and to remove FiberTV. Additionally, I asked for a "flash note" to be added to my account documenting our discussions for future references.Even though I discovered that I was charged $115 instead of the agreed-upon $50 for internet service, I contacted customer service again after settling the balance. This time, a case manager named *********************** called me. Despite explaining the situation to her, ************** refused to acknowledge the note I requested. Instead, she insisted that the promotion was canceled because I had canceled FiberTV and pointed out that the order summary indicated a $115 monthly charge. I reiterated why the order summary she referred to was incorrect and emphasized our agreement for a $50 monthly fee, as detailed in the note. However, ************** declined to adhere to the terms agreed upon with **** and outlined in the flash note, despite my repeated explanations.I am formally requesting that my monthly fee be adjusted to $50, as agreed upon, and that I be refunded for all additional charges incurred.Thanks,*******************

  Business Response

  Date: 10/05/2024

  *******************, 

  I see from your file that you have since spoken to an agent from the executive care team that has fixed your pricing and gave you an adjustment for the difference since you started service.

  *******

• Initial Complaint

  Date:08/05/2024

  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.

  On Bell’s website, under “Internet” - “Wifi”, near the bottom of the page, where is says “Already have internet?”, there is a “learn more” link, when you click on that you will see the screenshot attached. In the text, it shows “One 2-pack rental per account”, however Bell is unwilling to honour it. In fact, I called them on or about April 15th and the agent said it was no problem, got all my information for shipping and said I would receive it within 7 days. I later learned that he had put nothing in th system to that effect. ******* ********** ***** ******* ****** I am authorized for this account. I would expect them to honour a 2-pack for 5$/month as stated

  Business Response

  Date: 10/05/2024

  ****** ********
  
  As you can see on Bell’s website, in the Wi-Fi
  segment of the Internet section, it clearly states: Add Wi-Fi pods from
  $5/mo. each. We currently have a promotion where you can get $5/mo discount for a
  period of 12 months. This means that you are paying $5/mo. for 2 pods (if you
  order 2) for a year.
  
  This was already explained to you by 2
  different customer service representatives and on April 29th, 2024
  order BH2LGPHZ was created for one pod free of charge for 12 months. As such,
  we deem the matter to be resolved.
  
  Regards,
  
  ********
  Bell Canada

  Customer Answer

  Date: 10/05/2024

  
  
  Complaint: 21640088
  
  
  
  I am rejecting this response because: When you click on “Learn More”, the description mentions that it is “One 2-pack rental per account”. The sentence “Add Wi-Fi pods from $5/mo. each” has the plural form of “Pods” and would be 5$, which can infer a 2-pack of “pods” for 5$. It also explicitly states that extras beyond that is 5$/pod.

  Further, when I originally chatted in and the eventually ended up on a phone call (Your chat agent called me to transfer me to loyalty, yet you claim no record of this, which is insulting) I was told it was no problem and they asked for my address for shipping.

  As for your resolution, that order was placed without my consent 2 hours after I mentionned that I was not happy with the results, denied the offers and mentionned that I would be filing this complaint.

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

  Business Response

  Date: 13/05/2024

  ****** ********
  
  With the previous technology of Wi-Fi pods, we
  were offering customers 2 pods for a $10/monthly charge. You currently have the
  newer technology Wi-Fi 6E pod which supports greater speed and offers more
  coverage. This new pod is sufficient for most standard sized homes (<2000sq
  ft). If you insist on getting 2 pods, you can contact our customer service and they
  will place an order for an additional pod at $5/month.
  
  Regards,
  
  ********
  Bell Canada 

  Customer Answer

  Date: 13/05/2024

  
  
  Complaint: 21640088
  
  
  
  I am rejecting this response because: It does not address the problem at hand.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:24/04/2024

  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.

  Bell Canada keep raising my internet bill every six month even though I have a package that should not be going up. I am retired and on a pension. I have to keep calling and get very stressed out. There is an advertisement for an internet package for $50.00. I received notice that my bill will be going up on July 1st for $122.00, $ ***** more. The $50.00 package has more uploads and downloads that I am given for $122.00 .Retirees are being taken advantage of by these companies, something needs to be done.Please help

  Business Response

  Date: 25/04/2024

  On behalf of Bell Canada, I would like to thank you for taking the time to reach out to us and allowing us the opportunity to respond to your concern. 
  
  At Bell, we are committed to continuously invest to keep up with rapidly increasing Internet usage, offer world-class services and provide reliable connections. In order to support these investments, and with costs going up, affecting multiple industries, including the cost of delivering our services, the monthly rate of your Internet service will increase by $5.00 per month, as of July 1, 2024.
  
  To discuss your price plan and options, I suggest reaching out to ************** and connect with our Loyalty Team.

  Kind Regards,

  ******

  Bell Canada