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.
49 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:26/11/2024
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 had dozens of issues with my bell wifi pods disconnecting from my home hub. I have called over 20 times spoke to tens of people and no one can fix it, I have had the issue escalated ticket no: ******** I was told I would hear back in 48 hours its been weeks and I haven't heard anything in weeks . on top of that my internet speeds have dropped to 50mbps down, when the speed I am paying for is 1.5gbps you guys are unable to resolve any issues and I am extremely frustrated. you guys refuse to offer compensation or anything this is absolutely ridiculous this company has got to have the worst customer service in the world, its easier to speak to toddlers than these employees. this is your last chance to fix my service that I am paying way too much for or I will be pursuing LEGAL ACTION IMMINENTLY.
Business Response
Date: 13/12/2024
Dear Jag Jarmana:
This email is in response to your BBB complaint.
Your request has been escalated to our Bell technical support department. They will be contacting you shortly.
Sincerely,
****** *.
Initial Complaint
Date:08/11/2024
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 booked a internet move from my previous address to my new one(I will be moving in today) i specifically booked a time slot for 4:30. and they agreed and on the day of the move, they tell me they cannot. now I have to wait 2 more days for them to come install. I am a musician who runs his business on internet. I have big files to upload because they're video files. Now I cannot.
Business Response
Date: 22/11/2024
Dear Jong **** ***,
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.
I have investigated the situation and can confirm that during the echat session on October 30, the representative who created your order informed you that there were 2 time ranges for the installation: 8 Am to 12PM and 12PM to 5PM. Certainly a mention that you were available as of 4h30PM was left in the order but this was not a firm time range.
With the aforementioned,you will understand that there will not be any credit applied on the account.

Sincerely,

Jeremie
Bell Canada
Customer Answer
Date: 22/11/2024
Complaint: 22501867

I am rejecting this response because: On the phone they should it should be okay. The agent called me. Get this figured out.

Sincerely,

Jong **** ***
Initial Complaint
Date:04/11/2024
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.
The very first thing I will indicate is my family and I have been **** customers since 1977 with the exception of 2 years.Back in August 2024, I received a bill for a non-return modem charge. I had addressed through a phone call to Bell. The call was referenced EZ70938 on August 16th, 2024. We went through the whole tracking of the shipment where the courier lost it. *** mentioned he created a report to have it resolved. He mentioned it would be within the next billing cycle and not to pay the current bill. I had already paid it. There are also four chats included in this document where agents repeatedly asked me to go through the whole situation again. Not good!During these logs, there was also repeated resolutions where a credit would be requested. At one point, one of the agents indicated the credit was there. Chat Reference number ********************, which is in the attached document indicated such credit. Marishane mentioned there was an excess credit which I had then asked to be transferred to account *********. She had confirmed that there would be a credit of $14.20. At this point, I thought to myself, I now have a month where I did not have to pay Bell.The next billing cycle came, and to my surprise, account ********* was paid and had a credit of $14.20. However, account ********* not only did it have a charge on it, it also had a return payment of the amount equivalent to the amount that was transferred to account *********. I was furious as I couldn't figure out why there was a bill for $224.87.I had a chat with ****** where the chat was not sent to me. They would call me back, but did not. I waited for their call. I then chatted with **** on Oct. 10. She said there was no credit and the amount was just a transfer from one account to another. I said I wasn't paying for the bill. **** sent me an email demanding payment or services would cut off. I paid the bill which have been resolved. This money would have been better spent elsewhere.
Business Response
Date: 05/11/2024
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.
A credit of $199.00 (plus tax) for the non-return of the modem has been applied to your account.
As such, we deem the matter to be resolved.

Kind Regards,
*****
Bell ******
Customer Answer
Date: 08/11/2024
Complaint: 22477959

I am rejecting this response because:
*****,
Apparently you have not read what I had gone through. My family and I have been ***** **** customers for 45 years. There has not been a formal apology for this total mess of customer service.
So it took me three months where I spent about 6 hours (wasting 6 hours of my life) on dealing with this matter through multiple agents, many of whom mentioned there was a credit in place, but there wasn't just to check my account on November 5 where, FINALLY, an adjustment was made in real time (check image: Adjustment Made on November 5, 2024 with BBB Intervention.jpg)?
I had agents who agreed I should not be paying the bill, yet I received an email from ***** ********, Vice-President of Bell Collections (check image: Threatening Email from Bell.jpg) threatening about disruptions should the bill not be paid. AGAIN, I stress the fact we have been loyal to **** for 45 years and the last thing I wanted was to lose the phone number we had since 1977. So I paid the bill when it should not have been the case.
*****, I want an apology for the oversight and also an apology from ***** ********, Vice-President of Bell Collections. To have an email from Collections is disheartening and insulting, especially when file notes had been made.
You all botched up big time. I expect an apology. Otherwise, I conclude you are not in the business of customer ******************** and I will once again open my options to other providers.
Thank you,
******* ***, MPEd, BEd, BA, OCT
Customer Answer
Date: 11/11/2024
**** botched this matter big time and threatened to disrupt my services if I fail to make my payment. I asked for a letter of apoplogy for this major inconvenience. Yet they do not acknowledge nor apologized for it. I will be voicing this through other channels. This is not customer service. The agents mentioned they put in their file note that I would not need to pay the outstanding bill. Yet, I receive a letter indicating or threatening me with service disruption if I did not pay. Regardless of finally crediting me which they had mentioned they did several times over the last few months, nothing was accomplished. Shame on Bell. This is from a customer who has retained their ******************** for 45 years.
Business Response
Date: 27/11/2024
We appreciate having had the opportunity to hear from you and learn more about the experience you had with **** customer service in the past year.
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,
*****
Customer Answer
Date: 02/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. ****** contacted me and also provided a genuine apology while understanding the frustration and time I put into this ordeal.
Her response was accepted. Thank you, *****, for answering back. I do expect I will not have to deal with this again.

Sincerely,

******* ***
Initial Complaint
Date:24/10/2024
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.
Friday 11 October I call to put my internet package bigger the one I had was not anought so lady said you need fiber one is unlimited net perfect we go with that she send someone Saturday 12 October she realise she could do anything one she got here so they send someone else on Sunday 13 October try to fixe the net ho he realise he could do nothing about it and left he only said someone will contact you about this Monday Tuesday Wednesday nothing but I call for some info someone will contact you from. Here to Monday that going to be a week with no service no t.v. Or internet and that watch you call customer service I really had a s**** service. With ****. Unbelievable I left Explore net for bell that was really a stupid move. And I m still waiting for service
Business Response
Date: 25/10/2024
Dear ***** ******,
This email confirms that we have received your BBB complaint.
We have forwarded your complaint to our technical support department, and they will be contacting you shortly to address your concerns.
We appreciate your patience and understanding.
Regards,
****** *.
Initial Complaint
Date:22/10/2024
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.
3 years ago I moved my beauty salon from the ****** side to *******. I was with **** and told them to transfer my services to ******* so I would not be fine because I had a contract. But I needed to keep the phone number of the original beauty salon in *******. So somebody from bell told me there was no problem. 3 years pass and one of my client told me my line from gatineau was still working so I tried and yes they never disconnected the line. So I call them to let them know and that I was hoping I wasnt charge for it. Next morning received a call that they had disconnected my line and was sent to group solution for a bill that I owed them.They told me they never received the black box for the tv and the converter. But told them that they had sent me a sticker and that I had returned it right away. And told them that the modern they told me to bring it to the new salon in ******* to plug it and it would work. But it didnt worked so I called them back and told them, they sent a technicien. The technicien took the old modern and replace it with a new one. The technicien told me he would take care of it. But now they say I owe them ****** for the phone and ****** for the internet and I call bell talk to a manager they were crediting me but them he had ro ask something to somebody else. He came back saying he couldnt because it was 3 years. My file was sent to group solutions called them and they are the one that told me to call bell and ask for manager or loyalty. They told me it happens often. But now my phone to my business is cut off to which create a kios for the client trying to call. The worst of all that is that I am with bell since I am 16 and I am 56 now. Can you imagine. I know I owe the month for the beauty salon in ******* but that it. Please help me
Business Response
Date: 25/10/2024
Dear ******* *******;
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.
I have investigated the matter and I am confirming that the balances on both accounts from your former business address in ****** have been credited to zero.
As for your actual accounts, they are or were suspended due to non-payment. In order to have the services restored, please contact ******** to speak with our collection department.
I hope that the above resolution is satisfactory.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 25/02/2025
I talk to them this morning and it is still on both telephone and internet. I told them that I had received a e-mail stating it was suppose ti be at zero but they said they had nothing.
Customer Answer
Date: 25/02/2025
I talk with **** and all the charges are still on my account. They have been transfer to my account in ******* which is under or still Creations Mesmoizelles. Phone number ************. They did not took it out of that account.
Business Response
Date: 26/02/2025
Dear ******* *******,

The response to your BBB complaint of October 2024 is only in regard to the Quebec accounts and I am confirming that these accounts have a zero balance.
The Ontario accounts for ******************** provided in ********* have valid charges. The internet has been cancelled for non-payment in November 2024 which resulted in the application of an Early Termination Fee on top of the unpaid monthly charges. The phone service is suspended for non-payment since February 24, 2025.

Sincerely,
Jeremie
Bell Canada
Initial Complaint
Date:15/10/2024
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 agreed to internet, home phone, digital cable and cell phone services. I was told after two days that I was supposed to set everything up, including an online My Bell account. No one told me this at the time of the sale. I tried to register online, and the website kept crashing on me so I decided I had enough and cancelled the service. For months now, **** has tried to keep charging me different amounts of money, despite the fact that I've clearly stated several times over the phone that I'm cancelling their service, and I'm paying them nothing because I never used their service to begin with. I spent hours on hold trying to cancel with them, enough so that I should bill them for my time. Now they've decided that I owe them 27.44$, instead of 50, 100, 150 or any other number they've arbitrarily come up with in the past. All of their equipment has been mailed back to them two months ago. It's demented how difficult it is to get these morons to leave me alone.
Business Response
Date: 17/10/2024
******** ******,
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.
As per the information available in your account, you have been in contact with a Bell representative after you submitted this complaint.
The resolution process is underway and followed up by the representative you have been in contact. This representative identified the cause of the situation and is ensuring full resolution.

Kind regards,

Jeremie
Bell Canada
Initial Complaint
Date:15/10/2024
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 Canada Wireless internet service went out Oct. 2rd, we did all the required trouble shooting, and they entered a ticket for repair. no one showed up, and still 5 days later, we still have no service, Bell just placates us when we call, and lies to say another ticket / service person will be there next day, no one shows up. we are a business, we have to drive to local coffee shop to get messages, 911 on cellphones won't work, we have security camera's with no monitoring, and a medical device that can't upload results to the hospital. what kind of services are they charging such exorbitant prices for?
Business Response
Date: 23/10/2024
Dear ****** *******,
On behalf of ***********, I would like to thank you for taking the time to reach out to us and allow us the opportunity to resolve your concern.
After reviewing your account, as per the daily usage, it appears that the service was reestablished around October 7, 2024. I am confirming that devices are currently connected through Wi-Fi.
Should you have additional technical issues, please contact our technical support.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 24/10/2024

Complaint: 22389520

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:03/10/2024
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.
**** has been over charging for 2 years I try to get them to send me a bill or where they are getting the amounts they will not they just block me from calling and make it so I can only pay
Business Response
Date: 17/10/2024
****** ******,

As per our discussion, I have sent a request to reprint your invoices for the last 12 months free of charge. They will be sent by mail to the address on file. Once you have received those invoices, please contact our customer care department and we will be able to provide more information on the billed charges and provide instruction on how you can access your bills online.

Regards,

********
Bell ******
Initial Complaint
Date:04/09/2024
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.
On August 12th, 2024 I had a scheduled appointment from 12-5 to have an internet technician come to my home and setup a **** and line for my internet. I was offered a promotion through *********** and they sent me a *********. This tech came to my house and was there for 2.5 hours. He first asked if he could drill a hole into my wall to setup a cable from the outside into the basement. I said yes, he could but I am a renter not the owner, he said no problem. He never requested a signature from the owner. He ended up drilling a hole into my window frame which cracked the metal frame causing damage. He then taped the **** to my wall which he didn't ask permission to do causing further paint damage when I had to remove what he did to have someone else come fix what he did. After he claimed he had setup the internet cable he told me I had to wait 1 hour before I turned on the modem and he was long gone by then. Ultimately, he caused damage to my home and didn't set up my internet. I called bell back and asked if they could send someone else on August 18th, 2024 and they sent the same tech back and was there another 2.5 hours and did not set it up again. I tried calling **** several times to file a complaint and I was hung up on, or transferred and nothing was done. They didn't provide me with a supervisor or email to file a formal complaint. They said they would call me back and never did. I believe they have Tech's which are not properly trained or have no disregard for their client's homes such as this one. The company doesn't seem to want to do anything regarding the damage to my home.
Initial Complaint
Date:19/08/2024
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 to express my frustration and disappointment with the service I received from Bell. I have experienced repeated issues with my internet connection, which has resulted in significant losses for my online business and interrupted my son's online schooling.On April 30, 2023, I placed a move order for May 1, 2023, but the internet was not working properly after three months of technician visits. Four technicians were sent to resolve the issue, and finally, the fourth one got it right. However, by then, I had lost over $600 in monthly business revenue and my son's paid online schooling was interrupted.Fast forward to June 20, 2024, when I placed another move order for July 3, 2024. The technician did not show up to my unit, claimed there was no signal, and left without resolving the issue. I heard nothing for over a week and had to call the company to inquire about the status of my move order.On July 7, 2024, a representative called me and stated that they could not provide internet with my Connecting Families code. I disputed this, and the call was disconnected. When I called back, a different representative set up the service, but I was overcharged for the promo including TV, which I did not order.Additionally, I received an email notifying me of a move order for my old address, which I had already moved from. I called to report the error and was told it was fixed, but I have yet to receive any update or resolution.As of today, August 19, 2024, I still do not have internet service. I prescheduled my phone replacement appointment for July 12, 2024 (thinking I would have internet service) fulfilled by Apple and left without a phone until August 10, 2024.They have suspended my account. I emailed the customer relations (*****) and explained this. Nothing. I have only received we are sorry to hear this.I request immediate attention to this matter and compensation for the losses I have incurred due to the company's negligence and poor service.
Business Response
Date: 28/08/2024
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 called 3 times and have not yet been able to reach you, please contact me when next available.

Kind Regards,

********
Bell Canada
Customer Answer
Date: 28/08/2024

Complaint: 22164291

I am rejecting this response because:
I am expressing my dissatisfaction with the response I received regarding my move order to install internet on July 3. Despite my initial request, no arrangements were made for an alternate appointment or for someone capable of understanding your equipment to attend.

The single phone call I received while I have been trying to re-establish my business clients does not constitute a genuine attempt to resolve the issue. I have made numerous calls to Bell Canada and have yet to see any progress.

Furthermore, I have been overcharged for an entire year, paying $69 for a service I believed was a (connecting families)promotional offer. I have since discovered that this was not the case, and I am seeking rectification for this shady business practice.

I will be calling again tomorrow, August 29, 2024, to escalate this matter. I expect a more concrete resolution to this complaint.

Sincerely,

*****************************
Business Response
Date: 05/09/2024
*****************************,

We have not been able to reach you using the contact number provided. Attempts were made August 22nd, 23rd and 26th. Also, emails were sent on August 22nd and 23rd.We have not received a call back or an answer to those emails as of yet.

In order to resolve your concerns, please contact us by replying to the email or by calling the number.

Regards,

********
Bell Customer Service

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