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:21/04/2025
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.
About 3 weeks ago I talked to a Bell agent who did troubleshooting for my VAP3400 wireless extender. After a very lengthy troubleshooting he decided to send a replacement VAP, which I have never received. Today I contacted support to inquire about it and ask for it to be sent. The agent wanted me to do troubleshooting all over again. So I'm paying Bell to provide me services which are not working and then I'm the one who has to troubleshoot it? I can't lose hours of my time doing this for a service I'm paying for. On top of that, if I request a tech to come fix it **** wants to charge me for him coming? So once again, I pay for a service and if I don't do the troubleshooting work I have to pay more? Who is going to pay for my lost time while doing all of ****** work?????? This is outraging. I did it once and ********** staff screwed it up. Just want my services working properly!!
Business Response
Date: 23/04/2025
Dear ***** *****,
Thank you for contacting us.
I see as per the notes from our Executive office dated 04/18/2025 that you confirmed the service has been fixed and is working.
Thank you,
*******
Initial Complaint
Date:08/04/2025
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.
They signed me up for an offer that didn&#**;t exist and I had invalid charges, they claimed to offset it but didn&#**;t, they took the money out of my account, said they issued a refund and didn&#**;t then said they couldn&#**;t issue a refund. I&#**;m frustrated because I had to make so many calls to make my bill come out correctly. The key point that raised red flags for me is that they took $300 from me and they said they only received $100 from me. They won&#**;t resolve the issue. They bounced me around to the next agent and not resolved my issue. They&#**;re lying by telling me a check was issued the day I made the complaint about being overcharged and are telling me a check will be issued in the future. It goes against their refund policy online. I would like to get the refund as promised by them.
Business Response
Date: 09/04/2025
Dear ****** ********,

Thank you for reaching out to us. I see by the notes on the account that a refund has already been processed on April 1, 2025.
A refund can take up to 14 days to process. Therefore we are in the regular timeframe.
Thank you,
*******
Customer Answer
Date: 10/04/2025
January 2025 I was looking for an internet provider, and went onto the **** website and saw they had a promotional offer for 1.5 gigabit fibre for $60/month on a 2 year term. Not wanting to sign up online and get roped into hidden fees, I called them to inquire about this offer. The man I spoke with confirmed that the deal was valid and on top of that he would make the internet $50/month if I brought my phone over. So I signed up and had my phone transferred right away and scheduled the internet to be installed February 15th. Install comes and goes - no issues. Late February I get a Bell promotional call and the lady who called slipped up and mentioned that I was paying $110/month on internet. I stated that I was not signed up for that price and that I had my order summary in front of me that showed I was signed up for $50/month. She then put me on hold and then hung up on me. Fast forward a couple weeks and my bill came in at $298 and change. I called, they said they put a credit on my account to offset the over charges and it would come out of my account correctly. When the money was taken out of my account the full $298 and change was taken out. I called again and they said they issued a refund electronically and I was have it by the Friday April 4th. I didn't receive the refund so I called April 7th and they said the refund would be coming by mail and the cheque was issued April 1st. I tried to explain that their refund policy online states that the refund would be made the same way in which it was paid and they denied that was their policy even though it is on their website. 2 agents later and I come to find out now that **** is only claiming to have received $99 of the $298 saying they would investigate and call me back. Never heard back. I have a million more points to add, but not enough characters. Every time I call i get a different story and they are not interested in trying to resolve the matter. It genuinely feels like I'm dealing with scammers.
Initial Complaint
Date:03/04/2025
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.
TRIED TO CANCEL BELL SENDING A ROUTER WE DID NOT NEED. PROVIDED ALL INFORMATION. THEY COULD/WOULD NOT DO IT. USELESS WASTE OF ****** $ SINCE WE DO NOT NEED IT. WORKER ARGUED ON THE PHONE WITH ME FOR 1/2 HOUR. VERY BAD BUSINESS.
Business Response
Date: 04/04/2025
We appreciate having had the opportunity to hear from you and learn more about the experience you had with Bell customer service.
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
Initial Complaint
Date:02/04/2025
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.
**** has installed fibe in our neighborhood we recently experienced an outage for now (3) days weve had a technician and a contractor visit us to repair the issue. We have not been able to work or use any of our services. We are the only people impacted as our bell fibe wire was installed faulty and we are now experiencing this issue for the second time.Still no resolution or reimbursement or support. We have been loyal customers for years but this is a horrible practice making the customer chase the merchant to provide ******************** that we pay for & repair due to the companys own negligence
Business Response
Date: 17/04/2025
Mahendran, Natkunam,

It was a pleasure speaking with you today.

I am pleased that were able to discuss your concerns and resolve the matter.

Sincere regards,

********
Bell Canada
Initial Complaint
Date:31/03/2025
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.
On 10/October/2025, I received a confirmation from *********** that I have returned equipment after cancelling my internet account with their company. For the next few months, I kept receiving notifications that I owe them a non-return fee. I have contacted **** about this problem at least 6 times. On every occasion, they claimed that they will remove this fee from my account. On 05/March/2025, I received a warning from *** about this fee. I contacted **** again and saved my chat transcript for future reference because I knew they would claim to resolve the problem, and that it would in fact persist. The transcript is uploaded to this report. Today, I received yet another warning from Collections, still advising me that I have to pay this money to ****. I am at a loss. **** is not fixing their issue. They are causing issues with my credit report. Proof of my equipment return is also attached to this report. Please help.
Business Response
Date: 02/04/2025
Dear ******** **********
Further to your BBB complaint, I would like to confirm the following:
On March 26, 2025 the non-return equipment fee in the amount of $199.00 ( $224.87 tax included) was adjusted on your account .
Furthermore an email confirmation was sent to you to that effect that very same day.
your account balance as of today is $0.00. No further action is needed.
Regards,
****** *.
Customer Answer
Date: 03/04/2025
I placed my complaint with the BBB before the issue was resolved by ****. I confirm that the issue was in fact resolved.
Thanks,
******** **********
Initial Complaint
Date:28/03/2025
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'm having a problem with my email. Every so often I get locked out. Somebody from ****. An employee from Belle keeps accessing my email. This locks me out and finally when I get back into my email important files and emails that I have in there have been deleted. The only way this could keep happening is it is an employee of ****. I have had a problem with a **** employee years ago and it has continued ever since and I need somebody to contact me and solve this problem right away before I have to start the escalate it even further.
Business Response
Date: 04/04/2025
Good afternoon ******* Semkowski,

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 concern.

To further investigate the issue please contact ********************* at ******** to have the technical department investigate further.

Regards,

*******
Bell Executive Office
Initial Complaint
Date:19/03/2025
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.
Dear Better Business Bureau, I am filing a complaint against **** for misrepresenting internet service pricing and failing to honor a promotional offer. Date of Transaction: December 23, 2024 Agreed Cost: $290 per year ($24.16/month), with a $200 prepaid card Issue: Incorrect billing and missing prepaid card ****** agent offered a Fiber 1500 mg wireless plan for $290 per year of $24.16 per month through discounts and a $200 prepaid card. My first two bills (January and February 2025) were $30/month instead of $24.16, and in March 2025, my bill jumped to $62.15/month. Additionally, I never received the prepaid card. On March 3, 2025, after my third bill, I contacted ****. The representative acknowledged the issue and said I should be receiving an email soon about the $200 prepaid card. It has been 11 days and I still have not received an email. I contacted **** again on March 10, 2025 to inquire about the prepaid card and incorrect billing. The representative informed me that since the order created matches my billing, they cannot make any changes and a case manager will be contacting me within ***** hours. It is now March 14, 2025 and a case manager has not contacted me. I want to emphasize that the order created by the **** representative in December 2024 does not match the verbal offer they provided over the phone to persuade me to sign up. This blatant discrepancy underscores Bells deceptive practices and misrepresentation of their internet service.Requested Resolution: -Provide the $200 prepaid card as promised. -Adjust my billing to match the agreed $24.16/month for the remainder of the year. ************ sales calls, so they can verify the verbal agreement for the $290/year order made over the phone. There is no excuse for failing to honor this commitment. I seek BBBs assistance in ensuring **** honors theircommitment.
Business Response
Date: 24/03/2025
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.
We have reviewed the account and can confirm the billing corresponds with your initial order BHT9BHC5.
With regards to the $200 gift card promotion, a registration email is sent 60 days after installation which includes a registration code. You will have 30 days to register providing the code and your order number. You may contact customer ******************** if you have not received the registration email.

Kind regards,
Andre
Bell Canada
Customer Answer
Date: 24/03/2025
Complaint: 23066782

I am rejecting this response because:

I have already contacted customer service twice about this matter, but the gift card email has still not been resent.
To avoid further back-and-forth, I kindly request that you apply a $200 promotional credit to my account instead. This would be a more efficient resolution and prevent any additional delays.

Sincerely,

****** *******-Montezuma
Business Response
Date: 25/03/2025
Thank you for your response.
A $200 credit was applied to your account.
As such, we deem the matter to be resolved.
Kind regards,
*****
Bell Canada
Customer Answer
Date: 26/03/2025

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. While I am disappointed that **** did not honor their original promotion of $290 per year, I appreciate that they are at least honoring the gift card. However, we will be switching to a more reliable internet provider in the future.

Sincerely,

****** *******-montezuma
Initial Complaint
Date:10/03/2025
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.
Dear Better Business Bureau,I am filing a complaint against **** for misrepresenting internet service pricing and failing to honor a promotional ********** of Transaction: December 23, 2024 Agreed Cost: $290 per year ($24.16/month), with a $200 prepaid card Issue: Incorrect billing and missing prepaid card ****** agent offered a Fiber 1500 mg wireless plan for $290 per year of $24.16 per month through discounts and a $200 prepaid card. My first two bills (January and February 2025) were $30/month instead of $24.16, and in March, my bill jumped to $62.15/month. My daughter, who signed up for the same day for the same plan, also has the same issue. Additionally, I never received the prepaid card. Interestingly, my daughter, has a prepaid card pending, confirming an error on Bells part for order processing. On March 3, 2025, after my third bill, I contacted ****. The representative acknowledged the issue and put in a ticket for my $200 prepaid card. Further, he agreed to adjust past bills but refused to correct future ones. Requested Resolution:-Provide the $200 prepaid card as promised.-Adjust my billing to match the agreed $24.16/month for the remainder of the year.-Adjust my daughters billing to ensure she receives the correct promotions so her billing matches the agreed $24.16/month for the remainder of the year. Since ************ sales calls, they can confirm the agreement. I seek BBBs assistance in ensuring **** honors their commitment.
Business Response
Date: 14/03/2025
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.
We have reviewed the account and can confirm the billing corresponds with your initial order BHT989V7. We have resent the order confirmation for your review.
Your order confirmation does not indicate you would receive a $200 gift card, however such a promotion was offered to customers in that time period, as such we have applied a $200 credit to your account.
Kind regards,
Initial Complaint
Date:10/03/2025
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.
Bell Canada internet services for residential customers has been billing me $84.75 (including taxes) for the past year, all of the sudden they increased the amount to $113 (including taxes)Bell has been charging $28.25 since October 2025, I have not received notification. I called today March 3rd, 2025 to get the amount of $117.93 reverse to my account ( ********* plus 4.93 late payment. I also called today March 3, 2025 to cancel and close the service as well. ****** - agent ID ******* told me that **** will not reverse the extra charges and will not cancel the service until full payment is received. I will paid up to March 3rd, 2025 the monthly agreed amount of $84.75, but not the overcharged amount of $117.93. I have paid $84.75 today, to bring the balance to zero, but they refused to cancel and close my account. I only ask for what I think is just fair. **** takes advantage of customers by increasing the bills with no notice. I had a similar issues before. I have been **** customer since 2022.
Business Response
Date: 11/03/2025
*******, ******
On behalf of ***********, I would like to thank you for your comments and allowing us the opportunity to respond to your concerns.
However, to further assist in our investigation, we would need your account number associated with the issue.
Regards.
****** M
Customer Answer
Date: 11/03/2025
Please note that the service was cancelled on March 3, 2025 via telephone comunication but BELL keeps on billing us.
Customer Answer
Date: 18/03/2025

Hi, I would like to inform you that **** has resolved the issue to my satisfaction, therefore no further action is required.
Thank you for all your help!!!
Initial Complaint
Date:04/03/2025
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.
Once again I can't access my email.( *********************************************************)I have had this email for over 15 years. This has happened many times before. Either bell has blocked me or someone hacked. I have been trying to login for 3 days and can't. I have important information that I need access to. **** customer service keeps telling me since I no longer have bell, I am not allowed to have a bell email iv had for 15 years. I need access to my email. I can't reset password because I no longer have bell, and customer service won't help. My mother still has the bell service that we had in ******** but lives and hour away, she's 80 and doesn't know about bell username. I need help to access my email and to change the password. I need someone to contact me to resolve this matter. Thank you.
Business Response
Date: 14/03/2025
Good morning ******* Semkowski,

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 concern.

To further investigate the issue please contact ********************* at ********.

Regards,

*******
Bell Executive Office
Customer Answer
Date: 14/03/2025
Complaint: 23001808

I am rejecting this response because:
**** has not contacted me, nor resolved this ongoing problem.

Sincerely,

******* Semkowski

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