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:10/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Bell internet services in April of 2023. At that time, I had been making my payments by preauthorized payment. The preauthorized payment was not cancelled along with the services. As a result, automated payments continued. I now have a credit of $2,198.98. I have requested payment on several occasions. **** reported that they were sending a cheque, but the cheque did not arrive. **** reported that they sent me an email requesting additional information but were unable to forward me the email or provide me with the persons email address or my support ticket #. **** is now requesting proof of payment transactions from my bank that are older than 12 months and not available online. Attached hereto is my account showing the credit. Attached hereto is my Bell payment history showing the money I have paid. I believe that **** has sufficient information to refund me the money owed.

  Business Response

  Date: 11/06/2025

  **** *******, 

  There are notes that you spoke to an agent on June 10th that advised you provide our refund team with proof of the payments at ****************** and once you are able to do that a refund will be sent to the address that we currently have as your billing address. 

  This is necessary because of the high amount that is being referenced and for our customers security. 

  *******

  Customer Answer

  Date: 11/06/2025

  Complaint: 23449569
  
  I am rejecting this response because:

  I brought the need for the refund to ****** attention. I was not asked for ************. The agent was clear that they could see all my payments coming in and that I would be fully refunded. I was told that I would be sent a cheque. The cheque was not sent. My first call involved being on the phone, put on hold, and took hours to complete.

  When the cheque did not arrive, I followed up with the Bell. I escalated matters. My second call involved being on the phone, put on hold, and took hours to complete. I was told that I would be refunded. No refund has been received.

  Now, due to the passing  of time, the Bell system no longer shows older records beyond a few payments. My online bank records only go back 12 months. My third call involved being on the phone, put on hold, and took hours to complete. I have one account. I have always made payments from the same account. My Bell account shows my credit. I should not have to attend my bank physically to pull up records solely because **** has delayed in issuing my refund and now their system is no longer showing records. I have printed off the current records, inclusive of my payment history. This process has been time consuming. **** simply needs to refund my money. 

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

  Business Response

  Date: 13/06/2025

  **** *******, 

  *********** has a specialized department that handles such cases. 

  It is not solely the fact that it is a misapplied payment that a refund is being requested for. It is the fact that this is now a substantial sum of multiple payments and we want to ensure that the customer matches the funds as we do our best to minimize any fraudulent activity is occurring to our customers. 

  As such, please forward your note and corresponding bank info and screenshots to ************************* so they can investigate and get your cheque out to you ASAP. 

  Also please ensure that your address is correct in our system so that the cheque is sent to the correct place for you. 

  *******

  Customer Answer

  Date: 13/06/2025

  I called Bell. No one answered.

  Attached are the transactions.

  As Bell is more that aware, all payments came from my account, a single account, and were received by ****.

  The funds should be returned to me without question.

  There is no risk of fraud, just undue delay by ****.

  ****

• Initial Complaint

  Date:04/06/2025

  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 am writing to report an issue I experienced with ****, in which I was charged three times for a modem I had already returned. Some time ago, I began experiencing technical issues with my internet connection. I subscribe to Bells most expensive internet package as I rely on it for work. When I contacted Bell support, they diagnosed my modem as defective and sent a replacement by mail. However, the replacement modem did not work either. Despite assistance from three technical support agents over the phone, the issue persisted. I called again and was told a technician would visit with a new modem. When the technician arrived, he did not bring a new modem but managed to get the mailed one working.Following Bells instructions, I returned the broken modem using the provided return label. Nevertheless, I received a letter from **** claiming the modem had not been returned and that I would be charged. I immediately contacted ***************** explained the situation, and asked the agent to make a detailed note in my account. He did, and reassured me that if I was charged, I could call back to resolve it.On May 26, 2023, **** charged me three separate fees of $199, totaling $597, for the allegedly non-returned modem. I called **************** again. After waiting for a loyalty agent named *****, she reviewed the case and acknowledged the mistake. She told me the amount would be refundedbut only as a credit to my bill over two or three billing cycles.I find this deeply unfair. In my opinion, Bells equipment return tracking process is flawed, and the burden of proof unfairly falls on the customer. Not only was I charged three times for the same issue, but I must now pay credit card interest on those charges while waiting months for a gradual credit refund. I instead pursuing an immediate refund of the amount.

  Business Response

  Date: 05/06/2025

  ******* ******* Noa, 

  We have adjusted back the charges for the non- return of your modem in error. 

  I have reversed the payment made on your credit card back to your card that should be back on your card within 48 hours. 

  You currently have a balance owing of $87.99 which you can pay as a one time payment in your MyBell once you get the money back on your credit card.

  We apologize for this billing error and I am happy to have fixed it for you. 

  *******

  Customer Answer

  Date: 16/06/2025

   
  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:29/05/2025

  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.

  **** bait and switched to sell their internet services. Their sales agents (multiple) sold me a product based on the reassured guarantee that the ************ portion of my bill would not increase over the lift of the service. 40 days later I received a letter that the price of my service was to increase 12% effective May 1st. I spoke to a phone agent at **** and two Chat agents who all assured me that this was a mistake and I can ignore the letter. May 1st the price did in fact increase and I called Bell support about this and they informed me that all previous Bell representatives were incorrect and the increase is sound. I believe they are selling one service but providing another in the hope that people will just accept it and that is unacceptable.

  Business Response

  Date: 30/05/2025

  Dear **** *****:

  This is further to your BBB complaint I would like to confirm the following:

  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 your concern.
  
  I have resent  your order confirmation summary for Internet detailing all charges and promotions. 

  We understand your concerns regarding price increases. Please be aware that when you subscribed to our services, we outlined the possibility of price increases during your subscription period. As per our terms, you will always receive a minimum of 30 days' written notice from **** regarding any price changes. Furthermore, any applicable promotional credits will continue to be applied until the end of their specified term.

  Kind regards,

  ****** *. 

• Initial Complaint

  Date:23/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to escalate unresolved billing issues related to my canceled Bell internet service. On May 1, 2024, I canceled my Bell internet service at ************************************************** (Account #********** due to relocation. Despite confirming cancellation with **** customer service team five times (please check your phone call logs), **** continued to charge my credit card monthly from May 7 to October 7, 2024. These charges are unauthorized, as I ceased using Bell services on May 1, 2024. I demand: 1. Immediate refund of $474.5 for charges from May 7 to October 7, 2024. 2. Written confirmation that my account is closed and no further charges will occur. 3. Compensation for the time spent resolving this error, per Bells billing dispute policy. Per the *********************************************************** (****), providers must cease billing upon cancellation and refund unauthorized charges promptly. Failure to resolve this within 10 business days are compelled me to file complaints with the ***** BBB, and seek legal recourse under Ontarios Consumer Protection Act.

  Business Response

  Date: 26/05/2025

  Dear Fu, Ming

  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 reviewed your account and see you have submitted your dispute via the Commission for Complaints for ****************** Services (CCTS).

  Please note *********** will provide the resolution via the above avenue.
  
  Kind regards,

  ****** *.

• Initial Complaint

  Date:16/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan. 2025, I signed up with *********** for the Gigabit Fibe 1.5 internet service. The price offered to me was $130 (service cost) minus $80 (promo cost). So net cost was $50+HST per month.Four months later, in May 2025, **** raised the service cost to $136 for me. The $80 promo is still valid. So net cost is $57+HST per month.I called Bell to inquire why, as a recent customer, in a span of 4 months my bill went from $50 to $57+HST. the customer service agent mentioned it's because of new CRTC internet rates that has been approved. I then checked what **** was offering new customers with in my area, and the cost in my area for Gigabit Fibe 1.5 is still $130 (service cost) minus $80 (promo cost). This essentially means that base service cost did not go up as new customers are still able to pay $130 instead of $136, I.e., no blanket increase for all customers (new or old) took place. It just means that **** decided to increase price for old customers.This entire ordeal is highly unfair as I just signed up with **** in Jan., 2025, and they're already finding creative ways to increase my internet costs. Pretty shameful and unfair in my opinion. If everyone's cost (old and new customers) went up to $136 (for base service cost), I would be more understanding. But this is just simply bad and dirty business practices.

  Business Response

  Date: 21/05/2025

  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.

  Your feedback is appreciated, and we will take it into consideration going forward as we continually take steps to improve and enhance customer experience. 

  We understand your concerns regarding price increases. Please be aware that when you subscribed to our services, we outlined the possibility of price increases during your subscription period. As per our terms, you will always receive a minimum of 30 days' written notice from **** regarding any price changes. Furthermore, any applicable promotional credits will continue to be applied until the end of their specified term.

  Kind regards,
  

  Andre 

  Bell Canada

  Customer Answer

  Date: 22/05/2025

  Complaint: 23325881
  
  I am rejecting this response because:

   

  While I agree prices increases are part of the contractual terms, why are the new customers in my area not being charged the new price(i.e. $136 base cost) which I'm being charged? Why didn't the price increase for everyone? This is simply a marketing thing, not a real price. And it's unfair because my price increased within 4 months of service. I've never experienced a price this quickly ever before.
  
  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 28/05/2025

  Thank you for response

  .
  We understand you disagree with our response, however our position remains unchanged.
  

  Kind regards,

  *****

  Bell Canada

  Customer Answer

  Date: 29/05/2025

  Complaint: 23325881
  
  I am rejecting this response because:
  
  I still disagree as well. Thanks!
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:15/05/2025

  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 a Bell internet customer for over 3 years. July of 2024 Bell hiked my rates by 6 dollars from $101.70 to $107.35.Fine, I wasnt impressed but whatever. Then in February 2025 they hiked my rates again by almost 17 dollars from the $107.35 to $124.30. This time I called and complained. When I didnt like there excuses I told them Id be cancelling my service in June to bundle my internet with my current mobile phone company to take advantage of a much cheaper rate. Bell being the shady vindictive trash company that it is just hiked the rate on my bill this month (May 2025) another 7 dollars from the $124.30 to $131.08. I called again to inquire why my rates went up for the third time in less than a year. I was hung up on because the *** accused me of being belligerent when I simply questioned and shot down his excuses. I tried to call back again but was left on hold for almost a hour and 45 mins. They think theyre going to ***** me on my last 2 bills because Im cancelling their service. Im not paying it!!! THREE rate hikes in less than a year?!? These shady business practices cant be allowed to continue!

  Business Response

  Date: 21/05/2025

  Thank you for reaching out to *********** and allowing us the opportunity to address your concerns.
  
  We understand your concerns regarding price increases. Please be aware that when you subscribed to our services, we outlined the possibility of price increases during your subscription period. As per our terms, you will always receive a minimum of 30 days' written notice from **** regarding any price changes. Furthermore, any applicable promotional credits will continue to be applied until the end of their specified term. You received this information via email on June 3, 2022.
  
  Upon review of your account, I can see that some promotions have ended as well as we have had price increases. To ensure you are receiving the best possible value from your Bell services, we encourage you to contact ********************* at *611. Our representatives can review your account and discuss available options.
  
  Sincere regards,
  
  Andrea 
  *****************

• Initial Complaint

  Date:13/05/2025

  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.

  Bell Bbb complaint We started with Bell Internet in June 2023 because they had a promotion of $55/month, for 24 months. They increased this to $60/month in July 2024, but did not notify me over email. In order to see the price change, I would have had to check my credit card statement in detail (and notice a $5+ tax increase) or read my monthly bill in detail for the small text where they notify me of a price change. They increased the price this month again to $66/month. I called **** to complain, and was told they could only issue me a credit for the last two months of overcharge. This is unacceptable, as I want a refund for all 11 months of overcharge. If a price has been agreed upon, it should be honored. Changes to that price must be made clear and visible. **** is employing a tactic by promising low rates and then sneakily increasing the price so that their customers dont notice.

  Business Response

  Date: 14/05/2025

  We appreciate you reaching out to us and allowing us to clarify information relating to price increases on your account.
  
  As mentioned in our Terms of Service, we do reserve the right to adjust prices during your subscription period. You were notified of these details via email on May 29, 2023, with a minimum of 30 days' notice, as required.
  
  We're also pleased to confirm that the goodwill adjustment of $63.56, discussed with Client Care yesterday, has been applied to your account.
  
  We value your business and hope you continue to enjoy our services.
  
  Sincerely,
  
  ******
  Bell ******

• Initial Complaint

  Date:09/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have increased my bill third time for home internet. Twice they increased it by 5 dollars and now the third time 6 dollars. I want this madness to stop and go back to original price.

  Business Response

  Date: 14/05/2025

  Thank you for reaching out to *********** and allowing us the opportunity to address your concerns.
  
  We understand your concerns regarding price increases.Please be aware that when you subscribed to our services, we outlined the possibility of price increases during your subscription period. As per our terms, you will always receive a minimum of 30 days' written notice from **** regarding any price changes. Furthermore, any applicable promotional credits will continue to be applied until the end of their specified term. You received this information via email on January 1, 2023.

  To ensure you are receiving the best possible value from your Bell services, we encourage you to contact ********************* at ******** representatives can review your account and discuss available options.
  
  Sincerely,

  ******
  Bell Canada

  Customer Answer

  Date: 15/05/2025

  Complaint: 23311443
  
  I am rejecting this response because:

  That was listed in the fine print and nowhere explicitly mentioned during when I was placing the order. This doesn't seem ethical to me. This isnt about good business practice.
  
  Sincerely,
  ****** *** Khan

  Business Response

  Date: 16/05/2025

  Thank you for the reply.

  We appreciate your feedback, as it helps us improve our practices.

  We strive to be as transparent as possible with our customers. We are constantly working to improve our communication and ensure that all important details are easily accessible.

  We occasionally require price increases to ensure the quality of our services and to bring you the latest technological advancements.

  Sincerely,

  ******
  Bell Canada

  
  

  Customer Answer

  Date: 19/05/2025

  Complaint: 23311443
  
  I am rejecting this response because:

  It was never explicitly mentioned when signed up for the service. This doesn't seem to me like an ethical business practice.
  
  Sincerely,
  
  ****** *** Khan

• Initial Complaint

  Date:25/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Settlement for refund double billing for internet service

  Business Response

  Date: 09/05/2025

  ******* ****, 

  You have already opened this case with our CCTS team and that is the team that you should be dealing with at this time. 

  We cannot override their investigation and conclusion. 

  *******

• Initial Complaint

  Date:21/04/2025

  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 called bell in feb 2025 to cancel my wifi. The operator told me they received my last payment on jan 29 2025 for February 2025 bill. So I am paid up to March 12 2025. They gave me a code to return the equipment to bell via post office. Which I did and received an email from bell that they received the equipment. Now they are calling me every week asking for feb 2025 payment. Something not right. I was told that I am paid up to March 12 2025 am now they want a payment for feb 2025. Billing does not want to speak to me. Please can you resolve this issue for me. Thanking you in advance

  Business Response

  Date: 30/04/2025

  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.
  
  I have investigated the account, and I can confirm that a payment of $92.73 has been posted to the account on April 28, 2025.
  
  Regards,
  
  *******
  Bell Executive Office
  

  Customer Answer

  Date: 01/05/2025

  Complaint: 23225782
  
  I am rejecting this response because:
  
  The continued harassing phone calls was unbearable. I contacted an agent and was informed not to do anything until I receive a final bill on may 13. My tolerance did not last. So I decide to pay the amount you wanted. 
  If I overpaid which I do think I did, you can refund me. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/05/2025

  Good afternoon ****** *****,
  
  The account balance was $92.73 and the payment of $92.73 was received on April 28, 2025.

  The account balance is now at zero and the account has been cancelled.  .

  Thank you

  
  *******
  Bell Executive Office

  Customer Answer

  Date: 08/05/2025

  Complaint: 23225782
  
  I am rejecting this response because:
  
  I received a reminder notice that indicated a different amount from the bill. I decided to pay te higher amount because it is taking long enough to just cancel an account with your bussiness. And none of these bills indicated that is a final bill. So please close this complaint and hopefully I would not ever have to deal with your company again. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 09/05/2025

  I appreciate your help in this matter. Thank you very much.