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)

  P.O. Box 696, Stn. B Sudbury, ON P3E 4R6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/12/2023

  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.

  We live in a rural community. My husband works from home and requires the internet for his work. Since moving into the house 3 years ago, we have had to call our service technicians to check our internet connection and speeds, replace equipment and fix issues with connectivity and service. We have switched from high speed internet to dial up internet as per bell tech support, then back again to high speed to still have issues. We have been told for years that **** knows about the problem (I was just informed today by the escalation team that bell is aware of the trending issue on the tower and that the tower is overloaded and is the problem but they cannot advise when it will be fixed or a solution). We pay our bill on time and uphold our end of the contract, yet Bell is not on their end- we get nowhere near the speed we are supposed to for up/download times, even when plugged directly into the modem. They are defaulting on their contractual obligations. The fact that they have known for years that the tower is overloaded and that a new tower needs to be built, yet providing less than par service and still charging a premium is terrible business practice. We currently pay $106/month gir a service that might work some days, and is spotty at best most. We have been offered $6.00 off our bill per month. This is a slap in the face and hardly fair compensation considering the service being paid for isnt being delivered. If we had additional options, wed switch providers immediately.

  Business Response

  Date: 14/12/2023

  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 ****.  

• Initial Complaint

  Date:29/11/2023

  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.

  I have internet service. It is shotty at best. Have tried to have some resolve for about 6-8 months. There is a $153.05 credit on my account I have asked them to refund, and they refuse. The account is on hold at present as it is at my camper. I asked them to send a cheque to the address on file and they refuse.

  Business Response

  Date: 30/11/2023

  *********************** **********, 

  A case manager has tried to rectify this issue with you but you have refused to properly validate your account. We cannot complete a proper validation via email as per your insistence. 

  Please contact the case manager that has your account and validate your account and we will gladly issue a cheque for the amount that your account is in credit to the billing address on file. 

  *******

  Customer Answer

  Date: 11/12/2023

   

  It has not been rectified as they were tols to send the cheque to the address on file. I do corporate security and this is a viable resolve. 

  Business Response

  Date: 11/12/2023

  *******************************, 

  We are not able to do or discuss ANY action on an account without doing a proper validation first.

  *******

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20912670
  
  I am rejecting this response because: All you have to do is send the cheque addressed to the person listed on the account to the address on the account. I work in Corporate Security and know this is a viable and legal request.
  
  Sincerely,
  
  *********************** **********

  Business Response

  Date: 13/12/2023

  *******************************, 

  What happens if the real customer call sin after we send the cheque to the address on file and says he preferred to have the credit on the account and why did we send a cheque to him?

  If you work in corporate security you should know we need to speak to the customer to discuss an account. 

  *******

  Customer Answer

  Date: 13/12/2023

   
  Complaint: 20912670
  
  I am rejecting this response because: What happens if you don't send the cheque to the address on file? In the scenario you describe, if the customer doesn't want the cheque and prefers it on account, then they will not cash the cheque. As someone who works in corporate security I know an email is a legal document, especially when it is from the email on the account, and they are requesting you send the cheque to the address and addressee on account. The other option you have is to refund to the bank account that pays the account.
  
  Sincerely,
  
  *********************** **********

  Business Response

  Date: 14/12/2023

  *******************************,

  We are not able to do or discuss ANY action on an account without doing a proper validation first.
  

  *******

  Customer Answer

  Date: 14/12/2023

   
  Complaint: 20912670
  
  I am rejecting this response because: And yet you still refuse to return me money. I will be dropping off your modem and I will expect a cheque within 5 business days. At this point I should be paid the same interest rate you expect on overdue accounts. Unfortunately, your customer service all around *****. Your tower is overloaded, and the signal is ****, as is what started the email chain, and you do nothing to fix it or give a discount, To a ******** Veteran no less. Then you refuse to do what is legally required and send the credit to the account holder.
  
  Sincerely,
  
  *********************** **********

• Initial Complaint

  Date:27/11/2023

  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.

  When I built my house 5 years ago, this road had high speed internet access with Bell at about 10mbps (I knew from the neighbors). So 5 years ago I did connect with Bell and had like my neighbors 10 Mbps internet.Over the years, I would get problems with my internet and they would have to lower my speed. Last year my speed was decreased to 7.5 Mbps. When I complained about constantly loosing speed the agent on the phone told me that Fiber to the home should be installed on my street early 2023.During the year I saw the Fiber cables being installed on a street that crosses my street but before reaching my street, they headed down the street just prior and in the other direction.Two weeks ago my internet experienced problems again and the tech had to drop the speed to 6 Mbps and my latency went up as well. Working from home is becoming practically impossible. I filed a complaint on ****** website and here was their answer: - There never were any plans for Fiber to get to my street this year or any time in the foreseeable future - I was also told that it's normal for my speed to decrease as copper cable degrade over time and that the cables on my street are extremely bad and also that Bell has no plans to replace copper wires ever anymore. - They suggested I try the Wireless internet for 25 Mbps but the tech today came and could not find a good cellular signal at all (Which I knew since our cells have no signal in our home) so this is not an option.Now I'm being told by **** that I just have to accept that my speed will keep degrading, price increasing, and that they will do absolutely nothing to rectify the problem even though I have no other solution available and soon I may no longer be able to have any high speed internet even though Bell was offering 10 Mbps here 5 years ago when I choose to build my home here.I want Bell to either fix the copper wires or install Fiber to the home to maintain the High Speed internet service previously available here

  Business Response

  Date: 30/11/2023

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

  The information contained in our systems indicate that you already submitted a complaint on November 18, 2023 and that a field repair visit was scheduled and completed on November 28, 2023.

  Knowing that, no further action can be taken as technical verifications have already carried out on your service.

  As for the fiber optic network deployment, this information is considered sensitive. It is not available for sharing nor do we have access to it. We apologize for the misinformation provided by one of our employees.

   

  Sincerely,

  Jeremie

  Bell Executive Office

  Customer Answer

  Date: 30/11/2023

   
  Complaint: 20920817
  
  I am rejecting this response because:
  

  The technician on November 27th that came to install Bell Wireless Internet concluded that I could not receive that service because the ************ at my location was too poor. He ran a quick test on the copper line and told me I probably had a "Bad F2". That's why a technician was sent on November 28th.

  The technician that came on November 28th raised my speed and it worked for a couple of hours after he left but that same evening my internet was no longer working again and when I called the technical support, they said there were a ton of errors on the line and they dropped the speed back down...

  Your answer does not explain why **** will not fix the problem with my copper line since I have no alternative like wireless internet, nor are you proposing to prioritize the installation of the fiber if Bell is not willing to repair the copper line.

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

  Business Response

  Date: 01/12/2023

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

  There is no repair required on the copper line. The network works like it is supposed to be working.
  

  Certainly, the technicians do the maximum to improve the download speed and they have not identified a problem on the outside equipment. However, nothing can be done in regards to the distance separating your premises and the outside equipment providing the network access.
  

  More, the response given to the complaint sent on November 18 confirms that the line maximum capacity to carry data has been reached. Being close to 100% of the line capacity creates an instability of the service. Ensuring the service stability is the main reason why the threshold is reduced to provide a slower speed.
  

  Finally, regarding the fiber optic deployment in your area, we do not have any information on its availability nor can we prioritize installation to specific addresses since the type of work required necessitates planning. You may want to reach out to your Municipality Officials in order to obtain more information if available.
  

   

  Regards,
  Jeremie
  Bell Executive Office

• Initial Complaint

  Date:24/11/2023

  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.

  A subcontractor for **** showed up at my house November 23 to dig out trenches for the new ***************** .I have pictures of my beautiful lawn before and afterwards I cannot believe that they would cause this much damage, and there is absolutely no recourse to request new sod in the spring. The contractor told me that they do not do sod and that they will be putting down lawn seed which I claimed was ridiculous considering its November I would greatly appreciate if **** could compensate me since I recently had the lawn soded two years earlier.

  Business Response

  Date: 27/11/2023

  Dear ***********************

  Further to your BBB complaint, I would like to confirm the following:

  Kindly note that your concern has been referred to the appropriate channel.

  They will contact you and address this matter with you directly.

  Regards, 

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

   

   

  Customer Answer

  Date: 27/11/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:20/11/2023

  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.

  I cancelled my service with Bell over 3 months ago. I received, email of money still owing and called waiting over 30mins to speak with a representative, they assured me that the account is closed and i do not owe any money. One month later i get another email statement that i owe some money for an account that has been closed. Again i have to call and wait for 40 mins. I am tired of trying to call to resolve a simple issue.

  Business Response

  Date: 22/11/2023

  Dear *******************,

  We have credited the account to $0.

  You will received an additional invoice/billing notification informing that the account balance is zero.

   

  Sincerely

  Jeremie

  Customer Relations Centre

  Customer Answer

  Date: 22/11/2023

   
  Complaint: 20896442
  
  I am rejecting this response because: I want my account closed. I have returned all Bell devices. I need Bell to stop billing me for a service I do not use.

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

  Business Response

  Date: 27/11/2023

  Dear *******************,

  The response we sent confirmed the account is cancelled and that the balance is $0.

  The additional invoice will confirm the final balance of $0 and is meant for your records.

   

  Sincerely,

  Jeremie

  Bell Customer Service

• Initial Complaint

  Date:07/11/2023

  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.

  I am a customer of a 3rd party ******************** provider that uses bell Canada lines for wifi internet. I have very strong reasons to believe that bell canada is purposely choking and damaging regular wifi to sell fiber services and get us off the third party, by undercutting the 3rd party by 5 dollars. Bell canada is acting unethical and harming ********* international competitiveness for minor gain and total monopoly. Tell Bell Canasa to Stop damaging the internet lines in Brooklin *******.

  Business Response

  Date: 08/11/2023

  On behalf of Bell Canada, I would like to thank you for taking the time to reach out to us.  
  
  If you are experiencing technical issues, please reach out to your internet provider.

  Kind Regards,
  
  *****
  Bell Canada

• Initial Complaint

  Date:25/10/2023

  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.

  I have been experiencing home internet issues for last several months. I keep calling Bell Canada only to get temporary fixes. I experienced extremely poor customer service and technical support. I have been constantly lied to. Just now I was told that my appointment for technician was for 8 am on Sunday (October 22nd). I called back as I do not believe them and have just been told that it is actually for 12 noon. I have been lied to again. The person who booked appointment for 8 am was ****** (employee ID ********. The primary issue is that I do not have service as I called them to replace the modem(3000) that was sent to me. The lady ****** kept trying and said that she cannot help. I cannot go back to the existing modem leabing me with no internet service. As a resolution, I would want them to make the service free for next 3 years due to the anxiety, stress and medical condition caused due to stress.

  Business Response

  Date: 26/10/2023

  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 ****.  

• Initial Complaint

  Date:05/10/2023

  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.

  Billing issue. Was signed up Aug 2023 for $50/month plus taxes for an internet package. First bill received was for $115/month plus taxes. Spent at least 15 hours total on phone to get credit issued for overcharge and to have correct pricing on account. Received new bill and it is once again $115/month plus taxes. Now I need to spend multiple hours to resolve once again. We are cancelling our bell service as well. We consider Bella billing and sales tactics as misleading and almost predatory, there is no recourse to have the info Pretence of employees at their call centres for not doing their jobs properly and is extremely frustrating dealing with them. This issue was supposedly remedied by their back office but has not been.

  Business Response

  Date: 10/10/2023

  Dear ***********************,

  Thank you for reaching out to us regarding your internet account. I see that the service is cancelled and that the charges were corrected already.

  Thank you,

  *******

• Initial Complaint

  Date:05/10/2023

  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.

  I had moved into a new build in April, and when I had done so, I called Bell to confirm the free internet was in fact free for my building. I asked almost 4-5 times to confirm. All of which they all stated: yes, it was free. About 2 weeks later they contacted me via email to tell me that it was no longer free. Obviously angry, I called them (since I asked for confirmation over and over), and they said the best the could do was 6 months free, and then after the 6 months get the same plan I was on for a discount; they offered it to me for $55 a month for the same 1.5gb fibe internet for a 24 month period. My 6 months is now coming to a close, so I called to get what was offered to me, and they are now stating that I cant. Others in my building have this deal. And they keep refusing me on the basis that things change everyday, sorry, but I find this highly disrespectful and untruthful. All Im asking for is what I was told I could receive. I would even offer to switch my phone plan over from Freedom to Bell if they would simply honour their word.

  Business Response

  Date: 06/10/2023

  Ms. Bergen, 

  I see notes on your file that a member from our ************** team has been trying to contact you and that you have arranged to speak on Friday October 6 2023.

  *******

• Initial Complaint

  Date:02/10/2023

  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.

  On Monday September, 25, 2023 my internet stopped working without any notice or reason and when I called into Bell support the person on the phone was not able to resolve the issue after I spent 2 hours on the phone with them. They then told me they would call me the following day to setup a time for a technician to come to my apartment, but they never called. This morning on Wednesday, September, 27, 2023 at 8:45AM a technician showed up at my door without any notice telling me they needed to fix the modem for the internet and that it would only take 10 minutes. They were at my place for 30 minutes and then left with the internet still not working. There is a clear lack of communication at Bell and their customer support team is not being clear with customers or resolving critical issues. I work from home and spend much of my days on video calls discussing sensitive information, which is why I can't simply go to a public place, and because of these issues I have been unable to work for almost 3 days resulting in loss of wages. Bell should adjust my bill to reflect the 3 days where they were unable to provide me with internet service and they should compensate me for the loss of wages due to there inability to handle the situation,Internet services: $62 month / 30 days = $2.06 a day 3 days x $2.06 = $6.2 Loss of wages:$50 my hourly rate X 7.5 hours in working day = $375 a day 3 days X $375 = $1125 Please let me know if you require further information.

  Business Response

  Date: 04/10/2023

  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.  

  Please provide your account number so we may investigate.

  Regards,

   

  *****

  Bell Canada