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:06/08/2024
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.
I have two internets with Bell and both services were increased by $5. I am already paying $100 per service. I do not accept nor agree to these increases. Just because **** has a monopoly on Internet service it should not be allowed to simply make increases out of no where. We are already paying the highest internet bills in the world. I want my Bill to go back to the price it was when I agreed my terms.
Business Response
Date: 13/08/2024
*************************,

The monthly rate of your internet service increased by $5.00 as of July 1st. You were informed of this upcoming increase on your April 16th, 2024, invoice as per the Terms of service that you agreed to and required by the ***** Bell does not hold any monopoly on internet service as there are many other service providers in the country.

On July 26th, you spoke with a ******** Care agent who applied a -$5.00 promotional discount for 12 months which offsets the recent price increase. As such we consider the matter closed and resolved.

Regards,

********
Bell ******
Customer Answer
Date: 13/08/2024

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.

Sincerely,

*************************
Initial Complaint
Date:06/08/2024
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.
I signed for a $45 per month contract for 2 years for my home internet plan on July ******. Ever since I started to notice that **** was adding a charge of an extra $5 after every 6 months without my knowledge which was not part of what I signed for when I got the contract. Every month I have to ********************* employee and stay on hold for hours to explain the situation. I have had enough. Now the plan which was supposed to cost me $45 plus tax is costing me $55 plus tax because bell choose to break their contract. I want my contract honoured as I signed for it for $45 plus tax for 2 years till July 5,2025. I should not have to call every month a bill is issued to get this rectified.
Business Response
Date: 09/08/2024
Dear *************************,

Thank you for contacting us. We do not have contracts for internet services.

With regards to price increases, we advise every customer of a price increase 30 days prior to the change of rate via your bill or as an insert. This can be viewed on your MyBell profile or your monthly bill.

Please review your original service agreement, as it is noted that price increases may happen as per our Terms of Service (you may review the Terms of Service on our www.bell.ca website).
Thank you,
*******
Customer Answer
Date: 09/08/2024

Complaint: 22047522

I am rejecting this response because when I signed the agreement it states that it will stay the same until July 2025 and No where does it say anything about a price increase.

i want my contract honoured till the date stated

Sincerely,

*************************
Business Response
Date: 14/08/2024
Dear *************************,
Thank you for your feedback.
Our position remains unchanged.
Kind regards,
*******
Customer Answer
Date: 15/08/2024

So does mine as a customer

Sincerely,

******** Kumendan
Initial Complaint
Date:26/07/2024
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.
I have been a bell customer for home ******************** for the past few years now. **** started offering gigabit fibe 1.5 gb internet at 50$ monthly plus tax when I started. Constantly they have been increasing the price very often and now it has got to a point where they are charging 65$ plus tax for the same service. Last time I contacted their customer service on Jul 8 after receiving email from Bell loyalty. The email said that they would offer me the same price promo that I started with as a reward for my loyalty as long as I stay with them. The agent promised in the call that the total bill would be similar 50 or 55 like I used to pay originally. Now they are again saying its going to be 65$ monthly. They are price gouging for no reason. They market it like a discount promo by raising the price of the service. Their internet service has been good but the constant change in bills is very annoying and disappointing. Please escalate it to them so that I can get the same pricing as original.
Business Response
Date: 30/07/2024
*******************************,
I am showing that your internet pricing is $55.00 plus tax and that is what you will see on your August 2024 invoice.
*******
Customer Answer
Date: 30/07/2024

Complaint: 22005035

I am rejecting this response because:

The invoice is temporarily showing up as 55 plus tax for only August 2024 but the agent said it is going back to 65 plus tax again from September 2024 which is so unacceptable.

Kindly confirm if the monthly amount is going to remain 55 plus tax only as **** keeps switching the prices so much.

Sincerely,

*******************************
Business Response
Date: 01/08/2024
*******************************,
As per your screenshot, the credit that is referenced is the $85.00 credit that is currently on your account.
There is no guarantee about total pricing on the screenshot.
Your pricing starting in September will be $65.00 plus tax per month.
There could also be price increases with your service over time but you will receive at least 30 days notice on your invoice if and when that happens.
You have the best credits for your service at this time.
*******
Customer Answer
Date: 07/08/2024

Complaint: 22005035

I am rejecting this response because the business keeps on increasing price for the same level of service and is luring customers to sign up by jacking up the price in a never ending manner while pretending to offer a discount.

Sincerely,

*******************************
Business Response
Date: 14/08/2024
*******************************,

Your pricing starting in September will be $65.00 plus tax per month.
There could also be price increases with your service over time but you will receive at least 30 days notice on your invoice if and when that happens.
You have the best credits for your service at this time.
********
Bell Canada
Customer Answer
Date: 15/08/2024

Complaint: 22005035

I am rejecting this response because the price is not in line with what my friends are being charged for the same service.

Sincerely,

*******************************
Initial Complaint
Date:24/07/2024
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.
Internet services were cancelled in May of 2024. They had a processing error and the cancellation did not go through. They then said on **** 9 it was cancelled. I then received another bill in **** for the following billing period in July. Called again. Told there was another error on their end. That lady was very rude an unhelpful and tired to indicate I was at fault for swithing services even though **** had made me the offer of updraged internet.Then I called back another date in **** told it was fixed and would see on next bill. July 12 get another bill for yet another month and continuous notices about late payment. Even though I was told they would manually override the notices from coming or impacting my credit as a late payor. Chatted with them again on July 15 (very nice person) indicated it will now be fixed by my August invoices and I would receive no more notices about being late as it was manually overrided and it would not show as late pay. Got another email the very next day about being late. 10 phone calls or chats with company in total and still having issues.
Business Response
Date: 31/07/2024
Good morning *************************,

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 concerns.

To further investigate the issue please provide the account number and or phone number and the address that the charge relates to.

Regards,

*******
Bell Executive Office
Initial Complaint
Date:18/07/2024
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.
On June 26, 2024 Call made to Bell and was forwarded to ******************* Wanted to see if I could get bell internet at 60 as advertised. Which is a faster speed. I was notified No as this only done to NEW clients only. Secondly they also metin my internet price went up by 40. This was not express in my bill regarding this new rate, however, the agent said it was a personal email that was sent. Which I never received. But agent offered discount on the internet for 10. That did decrease my bill.July 8, 2024 Spoke to loyalty department again and at the beginning was told I could qualify for the 60 a month internet. But when asked why this was not offered to me in June the agent denied the offer of 60. Then mentioned that the speed was not offered in my building. Requested confirmation but was told there nothing they can send client regarding the speed within the building. Need those two calls pulled and request why information changes without valid explanation. Why does Bell Canada offer cheaper service to new clients and make changes without notifying client. Also, why are agents provide different facts about individuals bill.Hope to hear back soon.Best regards ***** *************************************************
Business Response
Date: 02/08/2024
Good morning *******************,

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 concerns.

The internet rate plans like all other rate plans change on a regular basics and have certain criteria to be met and are only available for a certain time period before a new rate plan is introduced.

To confirm which internet rate plan is currently available and would be compatible with your services and requirements, please contact ********************* at ********.

I checked your One bill account ********* regarding your current internet pricing and found that the price of the internet service on your June 6, 2024 invoice was $80.00 after the applied promos and the internet service on the July 6, 2024 invoice was $75.00 after the applied promos. Please contact ********************* for any further billing inquires.

Regards,

*******
Bell Executive Office
Customer Answer
Date: 08/08/2024

Complaint: 21958486

I am rejecting this response because:
The promo are limited time, however, no timeline of promo was provided. Nor, was the explanation regarding if the representative provided me valid information regarding if the speed is provided in the area.
Sincerely,

*******************
Business Response
Date: 14/08/2024
Dear *******************,

I have reviewed your original complaint regarding the pricing of your internet service. I understand that you are looking to reduce your monthly rate and that in doing so, you were provided different information by our representatives which resulted in a bad experience.

Despite the fact that the monthly rate showing on our website is for new customers, I am in the capacity to offer you the monthly rate of $60.00 + tax by providing you a monthly credit of $55.00 on the based rate. A quote has been sent by email. In order to accept the offer, you may call the number showing on the email. This offer has a limited time of 7 days.

I hope this solution offer is satisfactory.

Sincerely

Jeremie
Bell ******
Initial Complaint
Date:15/07/2024
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.
We cancelled our internet services on March 1, 2024. We returned our equipment via ********* on March 4, 2024 (Tracking Number ************) and it was confirmed to be delivered back to the Bell facility on March 5, 2024 at 11:04am. The contents of the box included the internet modem and the ******PODS" as stated in the references section of the Purolator delivery tracking information. On May 7, 2024 we received a bill for $113.00. When we called and spoke with Billing and Sales they told us that the charge was for an unreturned Wifi Pod. The representative told us that the modem was scanned, but no Wifi Pod was scanned. We advised the representative that the Wifi Pod was included in the box with the modem return, and that they cannot charge us for an item that we returned that their facility did not scan or lost. The representative then told us that when he looked up the information for the Wifi Pod we were renting it came up with an "error" number and could only tell us that the error number meant it was under "internal investigation." He could not give us any further information on it, nor could provide us with the model number of the Wifi Pod being claimed unreturned. The representative advised us that he would be contacting the warehouse to properly scan the Wifi Pod or override the missed scan in the system, and that our bill would be adjusted back to $0.00 within 2 billing cycles (By July 7, 2024). He assured us that the error on their end would be fixed. We just received the July 7, 2024 bill and it still states that we owe $113.00 for the Wifi Pod we returned. We've already dealt with charges on our credit card for services after our cancellation that we had to contact **** and wait to receive reimbursement for it, and being as it's now been 5 months since we cancelled our services, we would like Bell to withhold their end and adjust this mistake on our bill so that we can be done with this.
Business Response
Date: 25/07/2024
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.

I have investigated the matter and am pleased to know that you have been in contact with **************** July 9, 2024 and they have adjusted the charges. As such, we deem the matter to be resolved.

Kind Regards,

*****
Bell
Customer Answer
Date: 25/07/2024

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.

Sincerely,

*******************
Initial Complaint
Date:02/07/2024
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.
A customer service agent who sold me my ******************** plan advised me to look past the terms and conditions of the contract because Bell had an internal policy wherein customer's relocating to somewhere that cannot provide their services would not have to pay the cancellation fee. The company has since informed me that this is not the case and will be charging me $500. ******** - employee number EZ94078 - explicitly told me that ****** policy was to allow customers to be deceived by ****** agents and uphold contracts signed under false pretences. This can be heard during a call at approx. 5pm EST June 20th, 2024.
Business Response
Date: 03/07/2024
Dear ***************************,
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 Executive Office and they have applied the following resolution: the termination fee will be waived once it appears on your invoice. As such, we deem the matter to be resolved.

Kind Regards,

Jeremie
Bell Canada
Initial Complaint
Date:23/06/2024
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.
**** has increased my bills above their advertised base rates without notice or approval. Bell.ca advertises a monthly fee (base rate) of $95 per month for the Fibe150 internet, yet I am being charged $115 per month. I called Bell to correct the issue and they refused to state what the base rate is, just repeating "you are paying the base rate without any promotions", which according to Bell.ca is $95. Bell is scamming their customers and should not get away with this false advertising. I am looking for a refund for the amount I was overcharged above $95 every month for over a year now. I do not have a full history of my bills, however, what I do have totals being overcharged $1,095 above the advertised rate of $95 since December 2022.
Business Response
Date: 26/06/2024
Dear *******************,
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 reviewed the matter you brought forward in regards to the pricing of your residential internet service.
As per the information available through the link View details, the base rate for Fibe 150 is $115.00 + tax. The current price of $95.00 + tax is available to new customers only; this pricing includes an ********************** promo of $20.00.
.
We hope that the above clarifies the information available on the website.

Sincerely,
Jeremie
Bell Canada
Customer Answer
Date: 26/06/2024

Complaint: 21890018

I am rejecting this response because: The response provided is untrue. As per the original screenshot, the rate is clearly $95 off and the advertised promotion for new customers is $15, bringing the rate down to $80. I clicked the "view details" which brings up the page shown on the newly attached screenshot that confirms the rate of $95 and the promotion for new customers is $15 off, resulting in a rate of $80. The numbers provided in ****** response are blatant lies.

Sincerely,

*******************
Business Response
Date: 27/06/2024
Dear *******************,
As per the actual process on the website, the service address needs to be added in order to obtain the available services and their pricing.
Please see attached screenshots of the website with the address we have on file for you.

Sincerely,

Jeremie
Bell Canada
Customer Answer
Date: 30/06/2024

Complaint: 21890018

I am rejecting this response because: ****** advertised pricing continues to be misleading to say the least. ****** website now shows different pricing compared to previous screenshots I provided, manipulating the rate using an unexplained "internet promo" in addition to the previously mentioned $15 promo for new customers. Despite that, the "current price" is still advertised as $95 on the front page without indicating any stipulations, such as an inexplicable $20 "internet Promo" that showed up later. For example, the $15 promo is indicated by an asterisk and footnotes, unlike the obscure $20 "internet promo".
I have come to the realization that my bills increased during my time with ****, while advertised pricing and new customer rates did not increase proportionally, if at all. At this point I do not expect a resolution as I am at the mercy of Bell. I am disappointed in the inconsistency of pricing and the overall lack of customer loyalty.
Thank you for your time,

****
Initial Complaint
Date:20/06/2024
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.
I cancelled my internet service with Bell as of March 23, 2024, They sitll to this day charge for services even though I advised them I'd cancel the service.They refuse to cancel the service and leave it active. They are not cooperation and they are wasting all of my valueable time trying to get an answer.
Business Response
Date: 24/06/2024
Dear *******************************,
Thank you for reaching out to us.
It appears that there is a system issue causing the account to remain active for billing purposes only. I have placed the cancellation and will follow up to ensure the service is completely cancelled.
Thank you,
*******
Customer Answer
Date: 25/06/2024

Complaint: 21767934

I am rejecting this response because:
I want a complete refund and credit given to me, I'm not paying my cell phone bill untill this has been completed, how can I trust **** with pre-Authorized payments without affecting my credit score beacause of this issue...
I don't think it's fair for big corporations like **** to take advantage for so long and then refund takes months and months to come by? I've been off work for Stress Related circumstances and this is one issue that has not helped.

Sincerely,

*******************************
Business Response
Date: 28/06/2024
Dear *******************************,
Business Response
Date: 02/07/2024
Dear *******************************,
The account is cancelled and the charges were credited. Your final bill will show your final credits.
Thank you,
*******
Customer Answer
Date: 09/07/2024

Complaint: 21767934

I am rejecting this response because: I still receive bills for the service. I tried cancelling and receiving my refund to no success, no attempts from **** to contact me or leave a message.

Sincerely,

*******************************
Initial Complaint
Date:20/06/2024
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.
I have been contacting Bell Mobility customer support as my ******************** has not been performing to standard since Sept 2023. Help line has not resolved my issues. The network drops and reconnects, randomly, regardless of distance from the modem. My modem was finally replaced in March 2024, with an increase in my price I was paying to rent this upgraded modem for an extra 7$. The problem continued and I have called several times this year, finally getting an employee to send out a technician into the area in May 2024 to take a look at the lines outside. I was supposed to get a call back post technician visit a day or so later. I did not. I called May 15 to inquire, and a ticket was put in. I was told that someone would call ***** hours later. They did not. May 27 I then called and sat on the phone for 3 hours, being told I was waiting to speak to the management team, after being offered 40$ credit to compensate me, which I declined. After 3 hours, an individual picked up the phone, spent approx 2-3 seconds on the line before the call ended. Nobody tried to call me back.
Business Response
Date: 28/06/2024
Good afternoon ***************************,

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 concerns.

I have investigated the issue and was I unable to locate any notes on the account regarding the issue, the account has already been cancelled.

We consider this matter closed.

Regards,

*******
Bell Canada Executive Office

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