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) has 12 locations, listed below.

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• 

  Bell Internet (Residential)

  160 Elgin Street P.O. Box 70092 Ottawa, ON K2P 2M3

• 

  Bell Internet (Residential)

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

• 

  Bell Internet (Residential)

  910 7000 Emerald Drive Sherwood Park, AB T8H 0P5

• 

  Bell Internet (Residential)

  10 Fl-1111 West Georgia Vancouver, BC V6E 4M3

• 

  Bell Internet (Residential)

  10157 101 St NW Edmonton, AB T5J 0T6

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:24/06/2023

  Type:Delivery 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 has come into my neighborhood and is installing fibre. I nor my neighbors recieved any notice of their digging nor its intent. I went up to the sub-contractor in order to find out the nature of the work. Home owners MUST be advised...

  Business Response

  Date: 27/06/2023

  Hi Mr. ******** *****, 

  Yes you are right that homeowners should be advised if anyone is doing work on your property without your notice. 

  Are you stating that they are installing fiber on your actual property?

  Or it is preliminary running of fiber occurring at this point on municipal property with which we would have already received permission?

  Usually the next stage which not be for awhile would be us requesting permission to run the fiber cable to the side of your home with your permission.

  You can contact us at ************** if the work is bring done on your actual property without your permission.

  *******

• Initial Complaint

  Date:16/06/2023

  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.

  Thursday 15 June (yesterday) post maintenance debris was not removed during a Bell service line repair to a neighbouring residence.
  Bits and pieces of telephone line that fell during repair was simply discarded on my property.
  This complete disregard for the environment as well as affected homeowners identifies Bell employees- contractor or otherwise-as both arrogant and disrespectful.
  The amount of debris was minimal but that this post repair waste was left to the clean up efforts of a resident is an example of an uncaring conglomerate.
  Be responsible and manage your business respectfully!

  Business Response

  Date: 19/06/2023

  We
  appreciate having had the opportunity to hear from you.
  
  Your
  feedback is appreciated, and we will take it into consideration going forward
  as we continually take steps to improve and enhance
  customer experience.
  
  Kind
  regard,

   

  *****

  Bell Canada

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: 20197316
  
  
  
  I am rejecting this response because: 

  simply giving consideration to the environmentally unfriendly and disrespectful habits of their employees is a weak and non-concerned response that perpetuates the lazy and uncaring employee attitude.

  Acknowledging the severity of their employee’s carelessly littering private property with environmentally unfriendly east materials by distributing a service memorandum is offered as a more suitable response.

  Perhaps a news affiliate would give this report their consideration.

  
  Sincerely,
  
  **** *****
  
  

• Initial Complaint

  Date:13/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ******* ***********
  
  I have had Bell internet for just over a month and it keeps going off, in the middle of me doing work, watching TV, or other sensitive internet dependent activities. I have been calling persistently about this and have been told everything from someone from tech support will call me to speak to a manager to being told to wait for a week as a signal was sent. Over a month later, after complaining that a manager has not called me, I was told that I cannot speak to a manager and that one cannot call me. This was advised tome on June 12, 2023 by representative ******. I am being advised that my internet is working, despite persistently advising that it is not. ****** will not connect me to a manager and refuses to escalate.

• Initial Complaint

  Date:13/06/2023

  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 am writing to file a complaint against Bell Canada regarding their misconduct and misleading promotion, which was not granted to me despite their assurances. Aside from all other issues, I will focus on the said promotion that was not applied to my account. On December 6th, 2022: I received an email from Bell Canada to keep me using their internet service with a promotion that was advertised to be added on top of my existing $60 ongoing credit. The additional promotion offered a $50 credit for two months (February and March 2022) and a $10 credit for five months (February to June 2022). December 11th, 2022: Believing that this new offer would allow me to continue with their internet service, I accepted the promotion and received the new order confirmation email. January 11th, 2023: Along with another issue, I sought confirmation regarding the fees I would be paying in the following months: February - $20, March - $20, April - $70, May - $70, and June - $70. The representative confirmed these amounts. Based on this conversation, I assumed that all the promised promotional credits would be applied to my account from February onwards. By Feb, I saw my bill with credited $150. But it became clear that wasn't the promotion credit but instead for something else. June 10th, 2023: I realized that I was being charged $80/month for these ongoing months since February and additional promotion was credited to my account. I contacted Bell to rectify the issue and requested that the promised promotional credits be granted. The staff told me that the promotion was not given to me because the promotion was not confirmed but clearly I received the confirmation email from Bell with the order #. They said a manager from Bell would call me the next day (June 11th, 2023) but have not received any calls. All these gestures put together now it is clear that it was a scam by Bell to try to keep me using their internet service and hoping the customer would not say anything about it!

  Business Response

  Date: 14/06/2023

  Good day **** *** **
  
  This is further to your
  *** request I would like to confirm the following:
  
  A $ 150.00 credit was
  supposed to be added to your account following the order confirmation number ********
  
  A verification was completed and a credit in the mount
  of $ 60.00 ( before tax) (67.80 tax included ) was applied to your account on
  June 10th 2023.
  
  Kindly note that we have applied an additional credit
  in the mount of $ 90.00 before tax ( 101.70 tax included), to respect the
  credit offer of $150.00
  
  Yours truly, 

  ****** ** 

  Customer Answer

  Date: 15/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20176865, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *** **

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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.

  Hello,
  
  I’ve been given misleading information several times by your tech support agents in The Philippines.
  
  My internet with Bell has been offline for several days and I need this resolved today ASAP. No later than today.

  Business Response

  Date: 13/06/2023

  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 the matter and am pleased to know
  that you were in contact with Bell on June 12th and the agent you spoke with is
  working towards a resolution.  As noted
  the agent will follow up with you on June 14th.
  
  Kind Regards,
  
  Andrea
  Bell Canada

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: 20160277
  
  
  
  I am rejecting this response because:

  
  I've requested *********** ***** *** ******** to escalate this matter to a higher level, as I was unsatisfied with the way he managed the situation.
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 22/06/2023

  ***** *****,

  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. 

  Further to
  our review, we are confirming the following:

  -Your case was addressed by multiples Bell Executive office representatives

  -Your technical issue was resolved

  -We offered to compensate your internet 9 days outage, which is standard procedure

  -As you declined the offer, we offered you more but again, you declined.

  -A Bell Executive agent tried to reach you on June 20th and 21st but to no avail. The rep left you voicemails.

  We invite
  you to contact the agent in question and await his report if necessary.

  Thank you,
  
  ****
  Bell Canada

  Customer Answer

  Date: 22/06/2023

  
  
  Complaint: 20160277
  
  
  
  I am rejecting this response because:
  I only had one voicemail left by “*****”, and he did not leave his contact phone number on my voicemail, therefore I don’t know which number to call him back at, please call me again.
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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 was charged for a service CRAVE. I was never aware I even had this and I was charged for 2 months plus fibre optic tv. Total price is $60 for 2 months. I requested that I am reimbursed the 2 months for a credit into my account.

  Business Response

  Date: 13/06/2023

  Dear M. ***********,
  
  We have reviewed your one bill account
  ending by …*** and could not see any charges related to Crave TV.
  
  Can you provide the account number or
  a copy of the invoice where you see such a charge please?
  
  Regards,
  
  ********
  Bell Canada

  Customer Answer

  Date: 13/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20172380, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ***********

• Initial Complaint

  Date:02/06/2023

  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 am writing this review to express my extreme dissatisfaction with the repair service provided by Bell. Two years ago, the underground fiber connection at my residence stopped working, and after much delay, Bell finally sent a technician to temporarily fix the issue. Unfortunately, it took them two long years to actually bury the wire properly.
  
  To my disappointment, the buried wire job turned out to be subpar as it stopped working after a mere two weeks. Frustrated by this recurring problem, I promptly contacted Bell to have the issue resolved. They sent another technician who proposed to do yet another temporary wire, but this time my neighbor did not permit it. The technician then submitted a work order, marking the priority as 'Emergency'.
  
  Given the urgency of the situation, I expected prompt action from Bell. However, the experience since then has been nothing short of exasperating. I was repeatedly assured by Bell that someone from the Cable department would come to bury the wire and fix the fiber connection on Monday, Tuesday, and Wednesday. Regrettably, each time, the work was postponed, leaving me and my family without internet access. We have been forced to rely heavily on mobile hotspots, which is far from an ideal situation.
  
  The constant postponement of the repair appointments by Bell has caused significant inconvenience and frustration. I rely on a stable internet connection for various essential tasks, including work and communication. The lack of a reliable internet connection has disrupted my routine and impacted both personal and professional aspects of my life.
  
  I urge Bell to take immediate action and prioritize the repair of my fiber connection. It is unacceptable for a company of Bell's stature to consistently fail in delivering on their promises. I expect a prompt resolution to this issue and a reliable internet connection restored without further delays.

  Business Response

  Date: 13/06/2023

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

  Our records indicate that you have already submitted a complaint through the **** for the same matter.

  This complaint will be closed as the **** complaint prevails due to the nature of the organization objectives and our processes.

   

  Sincerely,

  *******

  Bell Executive Office

• Initial Complaint

  Date:31/05/2023

  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.

  Bell has decided to install one of its fibre optic boxes right beside our house. Every day Bell technicians are driving in our alley where kids are playing and climbing the ladder to fiddle with their box. Nobody asked us if we appreciated this violation of privacy. If it was happening periodically, fine, but it is happening at least every day and usually multiple times a day. I don’t want people looking into my house in my yard that many times a day especially not from an alley. Why can’t Bell install its boxes somewhere that is non-residential? This is bordering on harassment. No, regular person would be climbing ladders and looking into peoples’ houses like this without a call to law enforcement.

  Business Response

  Date: 02/06/2023

  Hi Ms *******, 

  We apologize about the issue you are explaining. 

  We recommend contacting us so  that can review this for you and see if there are any other options.

  You can email us at ************************ ** **** ******** ** ***************

  *******

• Initial Complaint

  Date:30/05/2023

  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.

  A sinkhole has recently appeared just beside the repair work done for Bell fibre optics installation at my property. The installation was done in the last fall (2022) by ***** on behalf of Bell.
  I park my car there and I am anxious about the actual extent of the damage underneath. It may also hurt other small kids in the neighbourhood who play near by . Therefore, I am drawing your attention to urgently start the repair work. I already filed a complaint through chat ***** ********* but no email or sms has been sent to me with any confirmation.

  Business Response

  Date: 31/05/2023

  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. 
  
  I have forwarded your concerns to our property damage group. they will contact you shortly.

  
  Kind Regards,
  
  *****
  Bell Canada

• Initial Complaint

  Date:30/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WiFi just completely stopped working in the home 2 weeks ago. We have had 8 technicians in the house countless hours on the phone and waiting for technicians and still it’s not fixed. We had 25mb now only have 15 apparently but no one really can say why.. I have been treated rudely by customers service agents one refused to get a supervisor on the phone one yelled at my 19 year old daughter on the phone and hung up on her because she wasn’t understanding what she was asking her to do when she was calling to ask for another technician to be sent when things stopped working again someone needs to address the issues in the house why things aren’t working and the bill immediately i this is 2 weeks now calling to customer service and being treated poorly when I’m paying for a service I’m not getting is I unacceptable