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

156 total complaints in the last 3 years.
50 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:14/02/2023
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 trying to get Bell Internet for the past several months. Bell Fibe wiring is installed and available at the end of my street - we are a new build and our private road is new. We finally got a technician here Feb 5, 2023 to hook up. He looked at the distance from the terminal to our house (approximately 400-500 metres) and clearly didn’t want to do it. He claimed it was too far and left, wasting a complete day.

The service is terrible. Worse, I am unable to speak to anyone to resolve it as I can only get customer reps who say there is nothing they can do. Extremely frustrated as I work from home and desperately need the Internet to work.
Business Response
Date: 20/02/2023
Dear **** *******

*
Thank you for reaching out to us regarding your installation issue.
Can you please provide details of the order/account to enable us to review the issue?

Thank you,
*******
Initial Complaint
Date:08/02/2023
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.
We have had issues with Bell Canada since initial installation approx 19 months ago.
On Dec 24th, 2022 our internet service went down. A technician came and had to rewire the entire set up, as the initial setup was done completely wrong.
Since this new set up, we have consistently lost internet access - we were sent a new modem and had installed it earlier this week. Since Wednesday, Feb 1st our internet has been down. We spent approximately 2 hours on the phone with tech support and costumer service. We made an appt for Friday, Feb 3rd, between 12-5pm, this appointment was then cancelled due to slippery road conditions. however, schools and government offices were still open and there was no issue accessing our road even with our honda civic. We were rescheduled for Saturday, Feb 4th and been cancelled on again. So far we have spent 10 hours this week waiting on bell.

We have called to reschedule and the earliest appointment available is Wednesday, Feb 8th. This is unacceptable. I am a teacher and currently completing my masters of education and my partner works virtually from home for the federal government.

We have taken multiple hours off work to be home to allow for repairs, but Bell continues to reschedule, and not show.

This is impacting our finances, schooling and now mental health. It has been beyond frustrating that we have no received better support and service as paying costumers.

Internet connection is absolutely vital in 2023.
Business Response
Date: 17/02/2023
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
investigated the matter and am pleased to know that you have been in contact
with the Bell Executive Office and you have confirmed the issue was
resolved. As such, we deem the matter to
be resolved.

Kind Regards,

*****
Bell Canada
Initial Complaint
Date:11/01/2023
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.
When the cable installation contractors who installed the Bell fibre optic cable on our street in Kingsville ON, they told me they had to drill a hole in my concrete driveway to find a gas line. They said they would drill a hole in my driveway about 10-12 inches deep and about 12-14 inches in diameter. They then said that once the fibre optic cable had been buried they would add fill in the hole, replace the concrete block and put a concrete fill around the block to finish the concrete. I reluctantly agreed to the work. I then went on vacation and when I returned I noted that the hole in my concrete driveway was filled with asphalt leaving an unsightly black circle in the middle of my driveway. The concrete block they initially removed was left beside my front door. I would like Bell Canada to properly finish the hole they dug in my driveway with concrete as they agreed to when they installed the fibre optic cable.
Business Response
Date: 19/01/2023
Dear ****** ******,

We have reviewed your complaint in regards to the quality of work performed on your premises.

We have forwarded your complaint to the team handling fiber optic deployment issues. A member of this team will contact you within the next 30 days.

Sincerely
*******
Bell Customer Service
Customer Answer
Date: 19/01/2023

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

I have reviewed the response made by the business in reference to complaint ID 18722301, and find that this resolution is satisfactory to me. I will wait the 30 days for someone from the fibre optic installation company to contact me to resolve this complaint. Be advised however, that I do not have a lot of confidence in Bell Canada actually following through on this issue.

Sincerely,

****** ******
Initial Complaint
Date:22/12/2022
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.
Since June of 2022 I've been in contact with Bell. The pole that supports our internet service is rotted away and about to fall over.
I've had numerous technicians come at look at it and say it's unsafe to climb.
We wanted to upgrade our service from 50 to 100, they have been charging us for the upgrade since June. But have not changed the service or speed.
They keep saying the pole needs to be replaced. Everytime they open a new ticket Iin the last 7 months, they say that someone will contact me about getting the pole changed, and everytime I call back, I get the same response. "The problem has been resolved and the ticket is closed" Well the pole is still leaning there, and our service is well below 50.
Finally yesterday...it got escalated and the response was " the pole is the governments problem to change, not bells."
I don't understand how Bells customer service has become so bad. All we wanted was a service that we can use, and even wanted to upgrade, but their pole is making that not happen. It doesn't sit very well that the numerous calls and over charging us for 7 months falls on deaf ears. Like they don't have an obligation to provide the service we pay for.
The pole is ready to fall, and when It does ...the whole street will be contacting them.
They need to be heald responsible for their service.
Business Response
Date: 09/01/2023
Good day ****** *****

Kindly note that a pole does not have any incidence or impact on your internet service.

Kindly note that an email was sent to the technical support department to address the fact that the Pole is about to fall over.

Regards,

****** **
Customer Answer
Date: 18/01/2023

Complaint: 18629556

I am rejecting this response because:

I know it doesnt effect my internet, but it does effect my internet when my speed is less tgsn 50 mps and ive been trying to upgrade since June 2022 to 100 mps.

So the pole does effect my internet, when the 5+ techs that came to my house ...refuse to climb it to run a second line.

The pole is rotted and falling over, ive heard your excuse from the numerous reps ive talked to since last June.

Your customer service is severely lacking.

Sincerely,

****** *****
Business Response
Date: 27/01/2023
Dear ****** *****
A verification was done on your account and you cancelled your Bell internet
service on January 25th 2023.
Did you set up a new Bell internet service? If Yes kindly provide me with
the account number.
Thank you
Customer Answer
Date: 30/01/2023

Complaint: 18629556

I am rejecting this response because: I'm done with your lack of service... pulled all services and went with a company that cates about their customers.

Funny how ive been trying to upgrade my service since June 2022 ... and today one of my neighbors is getting swrvice and the tech knocks on my door to ask if he can clumb pole from my yard. ( see attached pic)

Your service and prices are outrageous and will never use your company for anything.

This is nothing new for BELL these days, greedy

Sincerely,

****** *****
Initial Complaint
Date:05/12/2022
Type:Service or Repair 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.
House two units next to my house installed Bell service in mid Sept 2022. The line is going from my front yard hanging on my tree and across my driveway. All were done without any permission. Now the line is swinging over my driveway more than 2 months. It is not just annoying, it is not safe at all. It is expected to be hanging with ice and icicles on the line after snow. After 10 calls and 7 cable guys visits, nothing was done. Every time I call Bell just say they will send a "technician" to assess the situation. Every time the cable guy came he would say it is not their department and I need to wait for another week. Every time I called service support I need to explain the issue all over again, even I have the ticket number given by last call. It seems the ticket they made is just a number and has no traceability. They gave me a number for cable bury service (1-800-268-4213) on my 7th call but the person in the department said it is not for customer to call and I need to call the regular customer support again. And last call (10th call) they said the cable bury department is not working in December, so the line will be swinging for another 4 months. This excuse is not acceptable since this issue supposed to be fixed 2 months ago. Bell is just pending the issue until winter so that they can have another 4~5 months doing nothing.
Business Response
Date: 08/12/2022
Dear *** **** ****,

We have reviewed your complaint in regards to the outside wiring.

We wish to inform you that we have escalated this situation to our field services team, more specifically to the department handling temporary wires. A technician from that department will be dispatched to your location within the next days to assess the work and urgency of the matter.

We will ensure a follow up and will inform you directly by email.

Sincerely
*******
Bell Executive Office
Customer Answer
Date: 08/12/2022

Complaint: ********

I am rejecting this response because:
The line was hanging there without any permission since mid-September.After 12th calls of the same response "send a field technician(cable guy) to assess". . It is already 8 "cable guys" visit, all were saying it is not their job and asked me to wait for another week. This is already "assessed" more than 7 times. I need the line remove immediately. Not another "assessment". It is obvious that it need to bury and the hanging line removed but nothing was actually done since mid September. I do not need any assessment. I just need the line to be removed

Sincerely,

*** **** ****
Business Response
Date: 09/12/2022
Dear *** **** ****,

We understand that the delay in fixing this situation may cause you inconveniences but in order to ensure that department with the proper competencies to work on the wire is aware of the actual situation, which is not the case right now, we field specialist needs to evaluate what needs to be done.

Our field services team indicated that the appointment is scheduled for this coming Sunday in the afternoon.

Once we have received information about the matter, we will inform you about the next steps.

Sincerely
*******
Bell Executive Office
Customer Answer
Date: 12/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I am waiting for the line to be removed.
If the line is not removed by December 18, 2022 as indicated, I am considering to cut the line by myself on December 19, 2022. I have given Bell more than 2 months notices, 14 service calls, and 8 field technicians assessments already. Any delay would not be acceptable anymore.

Sincerely,

*** **** ****
Customer Answer
Date: 20/12/2022
This is refer to BBB complaint file # ********. It it also refer to BELL ticket # ********. BELL hanged a cable in my front yard on my tree, across my driveway and another tree to 2 houses next to my house WITHOUT ANY PERMISSION in mid-September. 1) BELL promised to remove the cable in my front yard by Dec 18 in BBB complaint file # ******** but nothing was done. 2) BELL promised to remove the cable in my front yard >20 times in my last 22 calls, * ****** ********** *** *** ********** **** **** Nothing was done. 3) In my last 10 calls to BELL and in the 4 BELL online complaints, I have explicitly said BELL already have 8+ "assessments" and no more assessment should be placed to delay the job. BELL just thinks it is a joke and have sent 2 more "field technicians" for "assessments" again. After that, we all know, nothing was done. 4) The cable was hanged WITHOUT ANY PERMISSION from my household in mid September. Nothing was done for 3 months, >60 business days and >50 days of good weather. I have explicitly expressed my concern in October about the winter is coming and BELL should finish the job soon. Now BELL is using the weather as excuse in my last 6 calls. I have explicitly said this excuse is no longer reasonable since BELL is the one delaying the work. 5) I have given BELL a deadline to finished the job (I explicitly told BELL by Dec 19 at 8am, if I still see the cable across my driveway, it will be cut). BELL's response is they will send another "field technician" to "assess" the situation (AGAIN!!!) in Dec 12. This time, not even the field technician showed up. I called again. BELL said they will send another "field technician" on Dec 18 and Dec 19. BELL is thinking deadline is a joke. It might be the way in some employment lawyer in the advertisement, but my deadline is definite. I have already given BELL 3 months and over 20 notices. Any ways of delay is not reasonable anymore. The line will be cut ~8pm Dec 19. So go ahead and send someone to assess the air.
Initial Complaint
Date:01/12/2022
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.
Had 2 technicians come out none able to resolve issues. Had the complaint escalated to manager and senior technicians, I was told that lots of people in my neighborhood were also reporting the same problem which is internet speeds being cut in half and latency is 100x higher than specifications and the issue constantly happens every evening from 7:30pm-midnight est. So bell has admitted to there being a problem on their back end and yet my tickets for this issue keep being closed off and claimed that they’re fixed. But I am still having the issue going on 4 weeks. I have also contacted the presidents escalation team which is the highest team that can be contacted and yet they don’t have a solution for me and dozens of my neighbors.
Business Response
Date: 05/12/2022
I called *** ******* today at ************ and he advised me at the onset of the call that his issue is resolved and he wished to close the case.
Initial Complaint
Date:15/11/2022
Type:Service or Repair 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.
On August 12, 2022 Bell Canada ran a temporary internet line from a box on my property through a tree on my property overhead across to a house a few doors down as they didn't have enough ports on the Internet box on their property. This was done to service a neighbor with Bell Internet. I was told that this was a temporary measure and was given a work order number (OWI_CMS_081222112948_5684) to have this removed in September. When I called in September, I was given a date of October 14, 2022. On October 19, I followed up and was given a date of November 4 which still wasn't kept. Each time I call is an ordeal to wait endlessly for them to pickup the call. I am tired of the run around and need Bell to keep their commitment.
Business Response
Date: 23/11/2022
On behalf of Bell Canada, I would like to thank
you for taking the time to reach out to us and allow us the opportunity to
resolve your concern.

I have investigated the matter and want to
confirm the temporary wire removal work order is still active. We are awaiting
the locates so we can complete the job.

Kind
Regards,

*****
Bell Canada
Customer Answer
Date: 23/11/2022

Complaint: 18408300

I am rejecting this response because:I had contacted Ontario One call for locates on my property for my personal landscaping project and the locates were done very promptly within a week. This has dragged on for months with Bell using an unreasonable excuse with ridiculous time lines. I need a firm commitment and not an endless moving target date.

Sincerely,

***** *******
Initial Complaint
Date:23/10/2022
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.
Since July 2022 I have been trying to get Bell to bury the internet fibre optics cable they connected to my house. The cable is now running exposed across my backyard and the neighbor's backyard. It is almost the end of October 2022, and no one has contacted me about the cable despite multiple promises to do so.

Each time that I call, I was promised that someone would contact me in 3 to 4 weeks to schedule an appointment. But each time no one did. I must have called 3 to 4 times over the summer on the same issue and received the same response. The final time I called, a Bell technician came over and told me not to follow-up with Bell again for at least 4 weeks, otherwise my appointment would be canceled. But he told me that I could call if I didn't hear anything in 4 weeks. I waited 5 weeks before calling. This time I was told that an appointment with Bell's contractor had been set for October 13, 2022, and I was guaranteed that someone would follow-up before then. I was foolish to feel optimistic. No surprise, I did not receive a call and spent all day waiting for Bell contractors who never showed up. I called again and was told that the matter has been escalated and is being treated with some urgency, and that someone would now definitely call me back by October 20, 2022 to schedule an appointment.

It is now October 23, 2022, and no call again. Silly me, I thought Bell meant it when it said they were following-up. The ground is on the verge of being frozen, and I am afraid that the wire would stay exposed all winter, and I might run the risk of losing my internet. This is unacceptable as my wife and I work exclusively from home.

Perhaps one of Bell's competitors can do a better and more timely job. At the very least, it can't be that much worse, and the competitors charge less than Bell.
Business Response
Date: 06/11/2022
Good afternoon,

According to the notes on the account and an email received by ***** *** on October 31st, the wire was buried and the case was closed.

Thank you

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

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

Customer Answer
Date: 09/11/2022

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

I have reviewed the response made by the business in reference to complaint ID 18302368, and find that this resolution is satisfactory to me.

Sincerely,

**** ***
Initial Complaint
Date:26/09/2022
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.
My roommates and I had a Bell wifi modem and extender at our residence in Halifax where we were attending school. When we moved out of the home my roommates returned the equipment and obtained the required reference number to document that we had returned the equipment so I would not be charged a lost fee. Despite this, a charge of 343.85 showed up on my bill. I called Bell and provided them with the reference number, and they said they would reverse the charge and ensure the payment did not come out of my account. However, a few weeks later the total amount was withdrawn from my account. I then called Bell again to inform them of the error, and they said they would issue me a refund cheque that I would have within three weeks. Four weeks passed with nothing, after which I called again and they said it was on its way and would arrive within the next week. Two more weeks passed with no cheque, and I called again. They said it would be in my hand within the next few days. That was now two weeks ago. I am a student, and that money that they wrongfully took I needed to pay my bills and tuition. I have now had to rearrange my finances for four months while I wait for my refund.
Business Response
Date: 28/09/2022
Good afternoon ** *********
I am reaching out on behalf of Bell
Aliant in response to a recent BBB filing in which you experienced a billing issue
as a result of equipment loss charges.
I would first like to apologize for
the inconvenience you have experienced in resolving this billing matter.
At this time, I can confirm that a
refund cheque was issued on August 2, 2022 to the mailing address associated
with the service in Halifax. It would be my assessment that
you are no longer at that address and therefore did not receive this piece of
mail.

I have confirmed that the cheque was
issued/not received and have requested a new cheque be sent to the mailing
address as provided within your BBB filing; this may take a standard period of 2-3 weeks to receive.

I trust this will assist in
resolving the core concern as stated in BBB ******** – please let me
know if you have any further concerns regarding this matter.

Regards-

Bell Aliant- Atlantic Customer Relations Centre
Customer Answer
Date: 29/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******, and find that this resolution is satisfactory to me. However, they have advised the new cheque will take 2-3 weeks to arrive. I would like to either keep my complaint open, or move forward with the understanding that I will be filing another complaint should the cheque not arrive within this time. I have been through this with Bell too many times over the past months where they promise the cheque is on its way, and then it never comes. I greatly appreciate your support in resolving this matter.

Sincerely,

**** ********
Initial Complaint
Date:06/09/2022
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 Bell Fibe internet for a few years and honestly loved it while I had it but their customer service is absolutely terrible and I had multiple issues the same day. I had set up an appointment to have my internet transferred to my knew address on a Friday between 8am and 5pm. By 1:15pm i called Bell to find out if everything was still happening. I was told the technician showed up that morning which was a lie cause I was home all day between 8am-5pm (like a was told to be) for them to then tell me they had the wrong number and I would be receiving a call within the hour. Come 3pm I call back to see what's happening to be told that the tech showed up again (which they had not cause again I had been home all day as per Bells instructions and their techs apparently don't knock on your door so being home is a completely useless step) and informed they had written my phone number down wrong again and the earliest they could send a tech now was the following week mid week. I said that this was completely unacceptable and wanted to speak to the manager or someone higher up. I was then transferred to the dispatch manager and after bring on hold for 50 minutes Bell hung up on me... I wasted an entire day for something that was pre scheduled and had never had problems with before all the other times I had moved. Why no one on Bells end could have looked up an old file and seen my actual phone number is beyond me. I strongly feel that Bell is in the business of wasting people's time and hanging up on customers that are actually trying to resolve an issue that Bell screwed up on. Being hung up on was so rude that I immediately called back and had my services cancelled. Fibe internet is really great but I'm not paying a company my hard earned money that treats me this way on THEIR mistakes.
Business Response
Date: 12/09/2022
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.

Thank you for bringing the situation to our
attention

I have investigated the matter a see you have
spoken with a case manager July 17th 2022 and confirmed your move
order was no longer required as you had
cancelled your service.

As such, we deem
the matter to be resolved.

Kind
Regards,

*****
Bell
CanadaTell us why here...
Customer Answer
Date: 12/09/2022

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

I am rejecting this response because: it's an inadequate response to my initial issue that happened due to your original errors. Me canceling my services was due to the fact that your earliest rescheduling was a week away from my original reconnection date and that I was hung up after being on hold for almost an hour to actually try and resolve the issue on that same day.

****** ******
Business Response
Date: 13/09/2022
We
appreciate having had the opportunity to hear from you and learn about the
experience you had with Bell.

We
are truly sorry for not living up to your expectations. 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 regards,

*****
Bell Canada

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