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.

close

Find a Location

Bell Internet (Residential) has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:31/08/2022

  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.

  Bell did not have my permission to install the fibre optics and they trespassed to install it anyway. The installation in May, 2022, created a hole in the front yard of my house and they still haven't filled / repaired it, three months after installation.

  Business Response

  Date: 12/09/2022

  Good morning

  please note that we have forwarded the complaint to the pparopraite channel.

  They will adress the issue and will contact the customer directly.

  Regards,

   

   

• Initial Complaint

  Date:25/08/2022

  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.

  Bell Internet Order # ********
  Ordered: July 11, 2022 Confirmation email: July 11, 2022 Existing Account: #********* **** *******
  Issue: I called to change an incorrect address on the confirmation email and was told I couldn't make changes because I was not **** ******* (husband). I realized then that they had merged my account with my husband's and I don't understand how I need permission to change an address but they were able to add a new account to his account without permission. This is a breach of confidentiality and unethical. * **** ****** ** ** ********* ****** ************* ******** ********** I have been transferred, live chats, security, and an unanswered email, trying to escalate my complaint and resolve the issue. None of them are able to solve my issue, or transfer me to management level and there is not a Bell Ombudsman. Today I was asked "to put yourself in my shoes, if you have been trying to resolve this with no avail for over a week why do you keep calling the same number?". I explained I hadn't, this was where I kept getting transferred and I asked what the solution is, what is my next step to resolving this if his level of representation couldn't unmerge my account? He suggested another email. ** *** **** ********* **** ***** *** **** *** ****** ************ * ***** **** ** ** * ****** ******** this was why we decided to used my name to set up the new account and my response was "why didn't Bell request permission from **** to add my account to his account?". He couldn't answer.
  I even tried to cancel the account all together, and I wasn't able to do that either, as they have merged it to ****'s account. It was my name used to order internet, I spoke to the rep with my name address, phone number, even my cell number. I was the one who selected the plan, I was the one who dealt with the service set up person, and I am the one paying the bill. I even have my own credit card and don't need my big strong husband to OK it!

  Customer Answer

  Date: 08/09/2022

  Regarding reference #********;

   

  I did receive communication from Bell Internet and they were able to rectify the problem.  No further actions are needed at this time.

   

  Thank you for your time and support with this matter.

   

  **** *******

   

• Initial Complaint

  Date:15/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Bell Account Number# ********* - Last Bill Date: August 3, 2022: I contacted Bell Canada a few times since last year to inform them of how I was not receiving proper internet speed. Every time I was told "everything looks good on our end, please restart your modem and try connecting. It would get better a bit after doing this but after a day or 2 give the same connectivity issues with low speed signals.
  I signed up for a premium Fibre package and should get to upto 1 Gbps for download and upto 750 gbps for upload speed with very few devices connected as I live alone. My 3 primary devices that are connected to the internet are all brand new and upgraded, all purchased within the last 2 years, so its not even that my devices are old.
  Despite of all of this, I do not even get 50% of the promised speeds. With multiple speed test run on various devices over the course of sever al days, my download speed tests to around 377-500 gbps and my upload speed tests to about 40-60 gbps.
  This time I called to cancel my services on July 28th where I was provided minimal credit towards my current bill and credits for upcoming bills, which I accepted on the condition that they fix the speed issues. Its been all downhill since. From getting repeatedly transferred from department to department thereafter, where the tech team finally confirmed that I was in fact not getting the proper signals and suggested they change the modem. Sales then informed me there will be a rental fee of $7.00/m for this modem. I was very clear about the package I was changing which comes with Hub 4000 advertised on your website. On top, I have not received full services since a year and a half that I have been paying for, due to a faulty modem device and to fix this you want to charge me a fee?! It is quite clear you can not provide services you promise and advertise to customers, which standalone is *****.
  
  Therefore, I want my current bill reduced further prior to my service cancelation on Aug 20th.

  Business Response

  Date: 23/08/2022

  On behalf of Bell, 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 our Loyalty
  Department on August 19th, 2022 and they have applied the following
  resolution: A replacement modem will be sent and a $50 credit will be applied
  over the next 2 months (total of $100).  As such, we deem the matter to be
  resolved.
  
  Kind Regards,
  
  *****
  Bell Canada

• Initial Complaint

  Date:15/08/2022

  Type:Customer Service 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 July 26 Bell performed an upgrade in my area. On July 27 my wi-fi was no longer functional. Bell Technician was booked. Was informed connection was still weak. On July 29 I called Bell as I was having buffering and considerable lag times. The Bell agent did all the required testing and said someone would call me back NO ONE did. On July 31 Issue still unresolved. Agent was aggressive and rude and wouldn't let me speak. I was sent a replacement modem. On Aug 1 I emailed Bell's complaints department. On Aug 2 I connected the new modem with no issue, connectivity worked for a time. On Aug 3 I received a call from Bell's Resolution Centre offered a discount $25/mo for 24 mos for my inconvenience. On Aug 4 I received a call from Bell that they are sending me a Pod to assist with the weak connection. On Aug 4 my modem went offline. A service call was arranged for Aug 5 from 5-7pm. On Aug 5 at 7pm no technician arrived. I called Bell and they told me it was internally cancelled. Another service call was booked for Aug 6, 5-9 pm but could not get an earlier. On Aug 6 a technician arrived but did not follow the instructions on the work order as discussed with the Case Manager. Bell was basically providing me a service that wasn't capable of actually working. My home services are in the process of being moved to a new provider as the same issues listed above have not been resolved. I am requesting a financial reimbursement of $600 which is the value in which I was offered for my inconvenience on Aug 3rd by the Resolution's Agent. * ******* ************ ****** ******* ******** **** ** ****** ****** ** ******** ** ******* ****** ****** ** ******* ******** ****** **** ****** *** ** ***** ******** ** ********** ************ ** ** ******* **** ********* ***** ***** * *********** ***********

  Business Response

  Date: 23/08/2022

  On behalf of Bell, 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 understand you have been in contact with our
  resolutions department and they had applied a $25/ month promotion for the next
  24 months. As your services have since been cancelled, so has the promotional
  discount. Please note it cannot be exchanged for a bulk credit to your account
  and we can therefore not comply with your request.
  
  This being said, I understand you have had
  technical issues with your internet connectivity within the last month your
  service was active. In an effort to maintain a good business relationship, I
  have applied the equivalent of 1 month credit for your internet service
  ($104.95+tx). This credit will be reflected to your billing within the next 2
  billing cycles. 

  *****

  Bell Canada

  Customer Answer

  Date: 23/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Since the installation of my Phone and Wireless services 10 years ago I have endured issues with my service *** ***** * ** ******** * *** *** ***** ***** ******** **** *** *** ****** *** * ****** *** **** *** ** ****** ***** I have NEVER had more than 2 bars on any cell phone (less than 3 feet away from the modem) and I have always had lag with my wireless especially late in the evenings. Until this situation arose I was unaware this was not normal. I have had more than 40 calls that have mysteriously just dropped the call for no reason. If you look at the installation notes until recently ALL the technicians stated the signal was weak and NO ONE was able to fix it. The recent events have highlighted that I was clearly taken advantage of. The recent event also cost my sister $1000 out of pocket as my 50th Birthday had to be cancelled because your technician didn't show up. You were forwarded all the email communications between ***** from your Resolutions Team and myself (attached). Please have a listen to the recorded conversation when I cancelled my account. * *** ******** ********* ** **** ******** ******* **** ***** * **** **** * *** ********. This is the second time I was bullied by one of your employees. I will not accept less than $600. ** * ***** ** *** * **** ****** ******** ** *********** ****** ** ****** Bell should not be allowed to bully and take advantage of customers in this way. One thing is very obvious if my service wasn't faulty I would not have been offered $25 off a month for 2 years!
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 24/08/2022

  Thank you for your response.
  
  We are sorry for not living up to your expectations but can only reaffirm our
  position regarding the matter.
  
  Bell cannot comply with your request.
  
  This said, as stated in my previous response, the equivalent of 1 month credit
  for your internet service ($104.95+tx) has been applied to your account as a
  gesture of goodwill, and does not constitute an admission of any responsibility
  or liability from Bell.
  
  Kind regards,

  *****

  Bell Canada

  Customer Answer

  Date: 24/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is not a matter of expectations this is a matter of not providing a service as advertised. I have forwarded this complaint to your Ombudsman as well and I will also be pursuing the matter of your customer service ************** ** ******* **** * ******* ********** ********** **** ***** **** **** **** ******* ****** **** ******** ********* ** ****** 

  Guilt on your part has already been admitted or ***** would not have offered me such a large discount. 

  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:15/08/2022

  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.

  August 14/22I
  Bell sent me numerous correspondence informing me that they are changing my copper cable telephone system to fiber optics. I am a widow, 75 years old and live alone in my home in a rural part of Georgetown. I have been a bell customer over 50 years.
  and my mobility is challenged.
  My complaint is:
  1. the new service is not Senior friendly for handicapped seniors living at home and poses a lot of drawbacks for the elderly.
  2. In the event of hydro outage, the new system does not provide security to elderly individuals to pick up a phone to call 911 in a case of emergency.
  3. In speaking with the bell customer service reps they are adamant that I change to the new system and come October 5, my phone will be disconnected.
  4. I booked an appointment to have them install the fiber optic and Bell sent me a 4-hour back-up battery to use when they install the fiber optic. Which is not sufficient time, as we have in the last couple of months have had power outages due to inclement weather.
  5. When the fiber optic tech came he looked at my situation, and the current cable telephone system he shook his head, then I showed him the back-up battery and he said he was to only install the optic cable. I was also informed I should call Bell and have them repair the telephone line running on top of my roof.
  5. Today, the 14 of August/22. I had a call from a very rude customer rep from Bell, inquiring about my refusal to have fiber optics...she was adamant and did not want to hear my issues.
  6. The irony of this whole situation is that I have been paying for over 38 years for inside house bell repair.
  7. I am seeking your help to allow seniors like myself to stay in their homes with a telecommunication service that is reliable i.e. the copper cable system. We should have a choice, even if it costs more for this kind of service.
  Any assistance from you will be appriciated.

  Business Response

  Date: 24/08/2022

  Dear **** ******,
  
  We understand your concerns in regards to the
  migration to the fiber optic network for your services.
  

  We would like to apologize for the inconveniences this
  process may cause as well as for the bad experience with one of our
  representatives over the phone. We wish to clarify our position for this
  migration.
  

  In order to ensure that its customers are getting the
  most reliable and fastest internet service, Bell decided to retire copper service
  in fibre network areas. Within those same areas, it was also decided that residential
  services on the copper network would not be repaired anymore.
  

  The backup battery that you received will ensure your
  services continue working during a power outage. If you feel that the 4 hours
  lifetime usage would not be enough, although this depends on the number of
  devices connected, you may obtain information on purchasing additional
  batteries by contacting the equipment manufacturer.

  We appreciate the time you took to relay your
  concerns.
  
  

  Sincerely,
  *******
  Bell Executive OfficeTell us why here...

• Initial Complaint

  Date:13/08/2022

  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.

  First I am not a Bell customer nor will I be one after all of the headaches and hardships they have caused me. July 7 Bell was installing their new Fibe lines and cut my ****** cable line going to my house. I was off on vacation and unable to enjoy my property for the day and without internet/tv services. They did not notify me and I had to call a tech to repair the line to restore my services. I had their contractors show up to my house on Thursday (2 days ago) to give me a courtesy they will be working at the end of my driveway on Friday (yesterday) and informed me they WILL be done by the time I get home from work so no inconvenience to me. I came home to find all access to my driveway completely blocked off with a machine parked with a hydraulic spill at the end of it. Not only that they cut my ****** line AGAIN and did not tell me nor attempt to restore my services. Once they were finished they left me without internet/tv, rocks piled at the end of my driveway and a hydraulic oil spill in my driveway and in the bike lane/road with no attempt to clean or report it. I called Bell to reconnect my services and complain, assured a technician will be out today (Saturday) between 8-5. I called at 1:45, assured a technician had been assigned to me and will be there at 3. I called at 4:30 and was told there are no techs available and maybe tomorrow but could not be given a time. This is careless and reckless of such a large company. I have lost enjoyment of my property. I am an on call worker, needing to fulfill my commitment to my employer this weekend and I require internet to respond remotely which I am unable to do now. I am losing money and time having to wait days for a technician and not to mention a huge hydraulic oil spill in my driveway that I assume is my responsibility to clean and somehow remove? Right now marks the 36 hour mark for no services all thanks to Bell. Nevermind the ****** outage, this far surpasses it and I want it rectified immediately!

• Initial Complaint

  Date:10/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested BELL to install Fibe internet at my residence about 6 months ago. Bell has scheduled an appointment to come in to install these services for 4 times and all these 4 times were a no show (and no one called to inform us). We had another installation appointment scheduled for today (Aug 4 from 12-5pm). I cancelled my kids trip as I wanted to be home. Bell rep called me this morning to confirm again. Again a no show. No phone call to tell me that appointment won't happen today.
  I work from home and have such a slow internet and have called several times to a solution. Al my neighbours have Fibe (so no issue with wiring)

  Business Response

  Date: 12/08/2022

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

   

  As per the information in our systems, the appointment for the installation of your service will be on August 16, between 8AM and 12PM.

  Please note that the available installation intervals are in the morning between 8AM and 12PM and in the afternoon between 12PM and 5PM.

   

  Should you wish to change the installation date and time, you may respond to this reply or contact 310-BELL.

   

  Sincerely,

  *******

  Bell Executive Office

  Customer Answer

  Date: 16/08/2022

   Better Business Bureau:
  

  Bell technician came today to install Fibe Internet. It just saddens me that I had to lodge a complaint to BBB to get services from a company that I am paying to

   

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

• Initial Complaint

  Date:08/08/2022

  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.

  We were told upon install we had full Fiber internet. When Bell was upgrading their lines in the back we were told by the techs we did not have it at all. When updating their lines the techs left electrical tape in the yard which my dogs almost ate (we got it out of their mouths). Filed a complaint and nothing happend.
  A person in a bell truck today (acting on behalf of another company but in Bell truck and shirt) also said we don't have fiber cable. after almost and hour their CSR said we don't have fiber either. I was transferred to loyalty dept and their rep was rude and hung up on me. I couldn't finish speaking and was talked down to. By their loyalty department rep. I understand that I may have a copper cable to my house but the post we are hooked up to, we were told numerous times doesnt have fiber cables at all. I asked for my last month to be waived after paying four years for a service multiple Tech's told me I don't have. They even said the post we are wired to doesn't have fiber cables at all. And for the multiple negative experiences recieved over the years. I included the link to their website that lists Fibe 50 as fiber optic service: https://www.bell.ca/Bell_Internet/Internet_access

  Business Response

  Date: 10/08/2022

  A vérification was done and the FTTH technology is available in the customer's area, therefore the customer does qualify for FTTH.

  To do so, the customer needs to place an order to get Fibe 50 FTTH so they can have FTTH technology.

  Once the order will be placed a tech will come out and complete the FTTH installaton.

  No further action needed but to customer to call into customer service. 

• Initial Complaint

  Date:29/07/2022

  Type:Customer Service 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.

  We have had multiple issues with our Bell internet at our recreational home with no resolution despite many many attempts and calls to their office including extensive technician support visits. We have had only intermittent internet with 3 people working here part time and completely unreliable internet. I pay $67.74 per month without any arrears and Bell is not providing me what I'm paying for. There have been several days where I don't have internet at all; yet expected to pay my bill each month.
  I have today made arrangements after 3 technician visits this week with no resolution, to move to wireless home internet with Bell which will now be $99 /month (no promotions available). I have now learned the process has started to begin moving to that wireless home internet which cancelled my existing package. So I have no wifi now AND. They told me the earliest install date is Sept 15. So not only have I had months and months of frustration with my existing internet, I'm now going to pay more each month and have NO internet for 1.5 months. * **** **** * *** *** **** ***** ** **** *****

  Business Response

  Date: 04/08/2022

  DEAR ***,

  Further to the case ******** and review of the file, I would like to confirm that we have reached out to the customer and the case is now resolved

   

  Sincerly

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

  Bell Customer Relations Center

  Customer Answer

  Date: 05/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:on Aug 4 I got a call back from ********* at Bell (she committed to getting me an answer by Aug 3 but didn’t hear back till the next day) and was hoping she’d be able to provide me with an installation date befor Aug 8 as I’ve been waiting 2 weeks now to get the new wireless internet installed. I only need the new internet service because Bell has not been able to fix my existIng service which hasn’t been working well for months but the last couple of weeks have virtually been completely not available.  In an environment where many of us are working remotely, this is not acceptable. I reminded ********* again the remaining outstanding item was to have internet before Aug 8- the date they gave me 2 weeks ago.  She contacted the group that sets up installations and they advised there were no earlier dates. (I’ve checked multiple times in the last couple weeks too, with always the same answer). While I got $134 credit, I can certainly not agree the issue has been resolved 

  how can a company be okay with not listening to customers needs - I pay my bills but Bell doesnt keep their commitment of giving me internet as part of our contract.  Not only have I not had existing internet for two weeks, Bell does t offer any emergency assistance to get the service up and running in a timely manner.  
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 09/08/2022

  I spoke to customer this morning, she said service was installed yesterday and everthing works. She already got a compensation credit. There is nothing that we can do

  Customer Answer

  Date: 14/08/2022

  
  
  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.
  
  

  After the wireless internet installation was done Aug 8 I got a follow up call from ********* at Bell to make sure it was installed successfully. I indicated it was and the internet is functioning. ************ *** ** ** ********** **** ******** ****** *** ******* **** **** **** ******** *** ****** ****** **** ***** **** **** *** **** * **** * ***** ********* ** *** *** ** ******** ** ****** ** **** *** *** **** ******* ******* *** *** ***  
  
  At this point, I will close the file and the big corporation ‘win’ again. I have internet which is what I wanted, but have these things that linger:
  - my existing internet could not longer be fixed. After many technician visits in a weeks time, they came to the conclusion there was nothing else they could do
  - to maintain my business with Bell the only option was to get a higher rate plan ~$30 more/month
  - once I was prepared to make the shift, I had to go 2 weeks without functioning internet till they could install. In these days of remote work, that’s not acceptable
  
  I will certainly not be able to recommend Bell and they are not thinking of the customer in the interactions they had with me or the resolution.

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

• Initial Complaint

  Date:21/07/2022

  Type:Customer Service 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 pay for services from Bell. Internet, home phone, cell phone, and security.
  Our internet has been unreliable for at least 6 months and consistently getting worse. We have made multiple calls and had technicians out to "solve the problem". Yesterday we called again after they had replaced all of our equipment and it still not working. They told me the issue was the tower in our area was maxed out. They are aware of the issue and have no timeline to fix the issue. It has everything to do with the tower, nothing on our end. They are refusing to make changes to our payments or fix the issue. We have limited internet availability where we live and sometimes require it for work. I'm looking for help to relieve some of our payments since the service is not working and we are going over our data usage every month because of unreliable internet. I also want the changes to be made to our accounts until the issue is resolved, we don't mind paying our full bills when the service that was promised in contract is provided.

  Business Response

  Date: 26/07/2022

  I have applied a one time credit on the Bell Internet the amount of $66.07 tax incl > Technician has confirm there is a limitation due to tower embargo