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

152 total complaints in the last 3 years.
49 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:17/03/2024
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 want you to know what I went through No, I am not an account holder at the property for this but I am able to call for tech support Where this modem is in a gym at a residential complex and runs a debit machine for laundry machine, before you say anything it is considered residential not business Monday we spent a couple hours trouble shooting it, the tech support said he would send someone that afternoon Tuesday I called as no one showed, spent over 2 hours on the phone 1 hour was spent on hold for loyality for find out why, the lady answered and said I understand you want to cancel your services, REALLY not once did I say that I am not authorized to do that She set up another appointment for Wednesday, guess what no one showed Wednesday I called and set up another appointment and guess what no one showed on Thursday I spent my one day a week off on the phone Thursday night with tech support, he suggested we go ourselves and pick up a modem, we went to the store he said and guess what they only do cell phones. They suggested another store went and guess what they closed at 7 and it was 730 Friday morning we went to another store and got one Guess what didn't resolve our issue I called tech support and low and behold they have to send tech support On Saturday a tech finally showed This apartment building is almost 300 units for a week people couldn't load their cards to do laundry and I was getting yelled at every day The laundry company was calling as they were losing money I sat down Thursday night and literally cried from the stress of this Each time I called I was treated horribly like I did something wrong I spent over 10 hours on the phone
Business Response
Date: 18/03/2024
Dear ***************************,
Thank you for contacting us. Unfortunately, only the account holder can contact us regarding an issue.
Please advise the account holder to contact Bell technical support to address the technical issue.
Thank you,
*******
Initial Complaint
Date:12/03/2024
Type:Billing Issues
Status:
UnresolvedMore 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 Bell Internet : Gigabit Fibe 1.5. When I subscribed in 9/2020, I got a promotion to have $60 ongoing discount on regular prices. Current advertised regular price for my speed is $130 - I have attached a copy of the Bell's online page. I should pay only $70.

However, on my bill, they charged me for a different "regular price" of $145 and I have been paying $85 for several months. When I called the Loyalty team to fix that, they said that they can honor the $130 advertised price but will change my promo code to only $40, so I will end up paying $90. I tried to explain that this is not correct and they can't just play with the numbers like that to make me pay a higher price. My deal is plain and simple: an ongoing promo of $60 and needs to be honored against the advertised regular prices of $130. The supervisor I talked to, ******* ****** ****** ******** said that he can't do anything about and refused to transfer me to his supervisor. I advised him that I will be filing a *** complaint because Bell can't just play with the prices like that to make people pay different prices.

My request to adjust my billing to honor my deal with Bell and refund the excess that I have been paying for the past months.
Business Response
Date: 14/03/2024
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.
Bell Canada
may change the pricing of the advertised services and linked promotions without
notice. Additionally, Bell Canada is not in the obligation to modify the
existing customers’ services pricing.
Should you
wish to change the pricing for your service please contact our loyalty team.

Sincerely,
*******
Bell Canada
Customer Answer
Date: 14/03/2024

Complaint: 21387121

I am rejecting this response because: The response is probably a standard answer and doesn't address my concern. I didn't disagree that Bell can change the promotions and advertised prices. My problem is Bell having 2 called regular prices for the same service; one that is advertised and a different one in my invoice. This is not correct!

Sincerely,

******* *******
Initial Complaint
Date:10/03/2024
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 closed my account with bell back at the end of October 2023. They have illegally retained my information and reopened my account after I logged into the online account and was assured it was closed. This is illegal. I received a bill for services that do not exist. I want my account closed and information deleted. This is illegal. I was harassed and lied to when calling them. They refuse to close my account with zero ******************** and tried charging me for something I do not have. I just received today, March 10, now 6 months later. An ebill for 0 dollars. Regardless they have somehow reopened my account WITHOUT my permission. This is so illegal! I received confirmation November 17th, called them. They assured me my account was closed. I never missed a bill payment and had no outstanding fees, then they tried to charge me $1.67, then refused to close my account. Then removed the $1.67, refused to close the account. I threatened to *** them then they assured me my account was closed in February, then now again I am getting ebills for NO SERVICES. I want the account closed.
Business Response
Date: 11/03/2024
*************************:
Further to your BBB complaint, I would like to confirm the following:
I can confirm that your Bell internet account was cancelled on October 15th 2023.
Your balance as of today is $0.00 and is closed.
Regards,
****************

Customer Answer
Date: 11/03/2024

Complaint: 21412430

I am rejecting this response because: my account is not closed. I still have an active account number and an receiving emails. I want my account actually closed.

Sincerely,

*************************
Business Response
Date: 14/03/2024
*************************,

Your Bell internet account is closed, and you will not receive any emails.

Regards,

********
Initial Complaint
Date:07/03/2024
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.
Less than 2 months ago set up internet services with bell Media. I've had 3 separate issues with their services since then. First, the initial router they provided had to be replaced the day of the install. Then the internet services were slow, and needed the router reset every couple days to a week. Now it's completely offline, spent over 2.5 hours trying to get it resolved, kicked out of their tech chat 3 times in 2 hours, had to call ******* to transfer me to ******** services in order to actually speak to someone, and they can't fix it, can't book an appointment while I'm on the phone, and are not providing any internet services. They aren't providing the services I'm paying for. Refund it, reimburse me for my wasted time, at my hourly paid rate, and discontinue the services as I'll be changing to a service provider that actually provides the services it advertises and offers.
Business Response
Date: 19/03/2024
Hello, we are unable to locate a customer record based on the information provided. Please contact our office for prompt service regarding your complaint. Our office number is **************, or email us at *****************************************************************************************.
We look forward to resolving your concern.
Sincerely,
*********;
Bell MTS Customer Relations **********************
Initial Complaint
Date:21/02/2024
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 had Bell internet service since years ago, and I cancelled the service due to moving to a new location, I received the confirmation email from Bell on the service cancellation, and Bell also confirmed on the device return. However, recently I noticed that **** is still charging me for over a year. It was so difficult for me to realize it earlier since I stopped paying attention to my Bell account after **** confirmed on my service cancellation. My Bell account # was *********
Business Response
Date: 22/02/2024
Further to the Case # ********, I would like to inform your that the customer has also wrote to the **** .
This case is closed and the resolution will be forwarded to the **** or ****.
Customer Answer
Date: 22/02/2024

Complaint: 21326283

I am rejecting this response because: CCTS has the case opened and closed as CCTS cannot help with it at the moment, which this complaint is still pending to resolve.

Sincerely,

*********************
Business Response
Date: 28/02/2024
Dear *********************,

We understand your disappointment on the previous given answer but in order to avoid the multiplication of implicated parties to resolve this situation, this BBB complaint will not be treated.

Your CCTS complaint will be answered and followed by this independent organization dedicated to resolving telecom services complaints from which you can expect a fair and impartial complaint resolution.

Sincerely,

********

Bell Executive
Initial Complaint
Date:31/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Bell Internet for a long time, it was fine before.
However lately I have noticed the speed has been very slow compared to before.
Therefore I performed multiple speed test on several different sites and the speed came back at around 200-300 mbps download and 150 mbps upload. This is very far from the advertised package Im paying for, which is 1.5 Gbps. I also called into Bell's support number to reset my modern and contacted their online support and it did not change.

I included the screenshots of the speed test and my package screenshot, I believe Im not the only one facing these issues. This has caused some problems for me I hope we can resolve this situation. Thank you for your help in advance.
Business Response
Date: 03/01/2024
Dear
**** ***

Thank you for taking the time to reach out to us and allowing us the
opportunity to respond to your concerns.

Kindly note that your request was sent to the technical support department.
They
will contact you.
Regards,
****** **
Customer Answer
Date: 03/01/2024

Dear ********:

Thank you so much for your help, the issue was resolved. We really appreciate your help, have a great day.

Sincerely,

**** ***
Initial Complaint
Date:21/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Internet modem stopped working randomly on the evening of December 17th. I have been a customer for less than 30 days.I was told the problem is not fixable, the modem needs to be replaced. ******* advised me I cannot pick it up from a store, it needs to be mailed and it will take 1-2 business days which is unacceptable as I will lose out on the ability to work.I asked if there is a faster way and I was advised a technician can drop one off but at a $75 charge. I feel this is outrageous as I am paying a monthly fee for the services to work and they are refusing to do it the fastest way without taking more money from me, an issue caused by them, not **** am demanding not only a refund for December 17th, 18th and 19th, but also to be compensated for my time off of work.
Business Response
Date: 22/12/2023
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.

I have investigated the matter and in an effort to maintain a good business relationship, I have applied a $20.00 credit to your account, covering half of your Bell Internet monthly fee.

Please note that **** does not compensate for time off work.

As such, we deem the matter to be resolved.

Kind Regards,

Andre
Bell
Customer Answer
Date: 22/12/2023

Complaint: 21021376

I am rejecting this response because:
$20 is not even close to 'half'. The monthly fee is over $100/m for internet and TV, both things I had no access to with the modem being broken.
I also lost several hundred dollars due to being off work and I was refused the fastest method without being charged more money which is a disgusting money grab.
There was no effort at all on the company's part to get the modem to me as fast as possible, even after I explained to the representative how important I got the modem immediately.
$20 is a joke of a credit, considering the impact it had on me.

Sincerely,

*******************
Business Response
Date: 29/12/2023
Dear *******************,

The $20.00 credit applied to your account covers more than 3 days of service for both TV and Internet.

As mentioned in the previous answer provided,**** does not compensate for time off work.

Regards,

********
Bell Canada
Customer Answer
Date: 02/01/2024

Complaint: 21021376

I am rejecting this response because:
I couldn't care less what your policy is. I was refused proper service and then lied to. I was told the credit was for half the monthly charge, now I'm being told it was for three days. I am going to run your business name through the mud on social media if I don't get a proper credit. $20 is useless. This was YOUR issue and you made no effort to get the modem to me as fast as possible and it cost me significant time off of work, something that could have been avoided if your pathetic company didn't want to rob people of more money. This is not to mention the modem lasted for under 30 days which is a joke. I demand an appropriate credit.
Sincerely,

*******************
Initial Complaint
Date:17/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: 2023-12-01 The amount of money I paid for business: $55/Month for Bell 1.5G fibre internet What the business committed to provide you: The sales person promised to give me $5 off each month + $100 gift card if switch to bell. So total would be $50 each month.The dispute: the $5 off each month did not happen, I'm paying $55/Month Whether or not the business has tried to solve the problem: No, they only called me to sell more services, and asking about my current service. They did not mentioned about the $5 off.Account ****************
Business Response
Date: 20/12/2023
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.

I have reviewed your concern and kindly ask you to refer to the Email Order Summary sent to you on December 1, 2023. The amount indicates $55+tax per month (Prices may increase during subscription). Based on the email, you are being billed correctly.

As such, the request for further credit of $5.00 per month has been respectfully declined.

Kind regards,

******
Bell Canada
Customer Answer
Date: 20/12/2023

Complaint: 21017920

I am rejecting this response because:

Sincerely,

Sitao **
Initial Complaint
Date:15/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved my existing home internet connection with Bell to new address in ****** when we moved from our previous address. This is in August 2023 and after that started facing issues with connectivity and reached out multiple time since the house area is within the promised range of Bell and because of ****** modem coverage issues I am not getting the promised speed specially for upload which is compromising my security cameras which can't operate because of the wifi connectivity. **** should provide free wifi pods but after long discussion they provided one that too with credit for the pod till **** but they are not providing the second pod which their technical team recommended. Their tech team clearly mentioned issue is with modem and they are also replacing the modem but they are also recommending to add another pod which Bell is not ready to provide free of cost. Since the issue is with Bell they should provide the wifi pod for free to serve the speed that has been promised as per agreement. The promised speed is 150 mbps download and upload speed. But I am getting low upload speed of around 50 mbps in the living area where I have strongest signal and only 7 mpbs upload at the front door which is still within modem's range.
Business Response
Date: 20/12/2023
Dear ***********************************,

Bell does not offer any guarantee regarding the Wi-Fi speed. There too many factors to consider such as size of your household, building material, room configuration, etc. I see that you are already beneficiating from a major discount on your Fibe 150 internet service,and you were also provided a discount on the Wi-Fi pods.

Regards,

********
Bell Canada
Customer Answer
Date: 20/12/2023

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 since they took the action of providing a POD after I had logged the complaint. Hence this can be closed.

Sincerely,

***********************************
Initial Complaint
Date:14/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Bell customer for a couple of years now and have always been satisfied. However, lately, things have taken a turn for the worse. I had to cancel my mobility services due to poor coverage, and now I'm experiencing issues with my home internet.I previously had Bell home internet in condos, which I found to be the best at that time. Upon moving to my current house, I opted for Bell Fibre internet with their maximum speed (8Gbps) and upgraded hardware, including the new Giga Hub and rented home pod extenders. Unfortunately, ****** quality has significantly declined.The internet quality is terrible, and the WiFi only works with a few devices connected. When the whole family is home, it crashes, and the speed doesn't reach the promised 8Gbps. The upload speed is also less than half of what I'm paying for, and even the cable connection (important for my work from home) has become unstable.The home pods do not live up to their promises; I often have to reset the router 2-3 times a day for a slightly better connection. Despite my knowledge of WiFi networks and attempts to optimize pod placement, the situation hasn't improved.This connection and equipment are subpar, and I urge Bell to take action to address these issues.
Business Response
Date: 15/12/2023
Further to the Case # ********, I would like to inform your that the customer has also wrote to the **** .
This case is closed and the resolution will be forwarded to the **** or ****
Customer Answer
Date: 15/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will wait for the business response through CCTS.

Sincerely,

******************************************

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