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:13/05/2024
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.
I had Bell internet Fibre Optics, they sent me the equipment, and I was told so long as it's returned they will refund me the cost. They got the equipment back at the end of February and said they would cut me a check within 20 days. The amount taken from my account for the equipment was around $225 but the refund they are promising is $218, which is fine. But I've yet to receive a cheque feom them. I've called 3 times chatted twice and have been told by multiple agents to wait longer. I'm now moving from this location and still haven't received the cheque. In the past, I've done this before and the cheque came super quickly. When I called them the last time they claimed to not have the apartment number on file although, I verified the address and confirmed it 3 time before this, including the apartment number. All this to say, things aren't cheap, people need their money back when promised, and this issue is still ongoing....they refuse to send me the cheque, let me know if it's actually sent, and refuse me to speak to their management team. I want people to be aware of this, it's not right. Their a huge company who should be doing better than this. I also want my money, I need it actually. With gas and prices of loving only sky rocketing higher, people need their money.
Business Response
Date: 23/05/2024
****************************,

A new refund cheque of $218.12 has been requested on May 16th, 2024. You should receive it shortly.

Regards,

********
Customer Answer
Date: 27/05/2024

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.
However, should Bell not honor their claim yo have sent a new cheque, I will be re-opening this case.

Sincerely,

****************************
Initial Complaint
Date:09/05/2024
Type:Order 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.
Complaint Submission to BBB:I am submitting a complaint regarding my experience with **** regarding their internet service. In January, I agreed to switch from ****** to Bell after a sales representative offered me internet service for $50. Shortly after, I received a call for order confirmation where FiberTV was also suggested for $10 along with an additional $5 discount on my internet. I accepted this offer as well.However, when I received my bill the following month, I noticed that the internet price had increased to $55. I promptly contacted customer service, requesting to revert to the agreed $50 price and to remove FiberTV. Additionally, I asked for a "flash note" to be added to my account documenting our discussions for future references.Even though I discovered that I was charged $115 instead of the agreed-upon $50 for internet service, I contacted customer service again after settling the balance. This time, a case manager named *********************** called me. Despite explaining the situation to her, ************** refused to acknowledge the note I requested. Instead, she insisted that the promotion was canceled because I had canceled FiberTV and pointed out that the order summary indicated a $115 monthly charge. I reiterated why the order summary she referred to was incorrect and emphasized our agreement for a $50 monthly fee, as detailed in the note. However, ************** declined to adhere to the terms agreed upon with **** and outlined in the flash note, despite my repeated explanations.I am formally requesting that my monthly fee be adjusted to $50, as agreed upon, and that I be refunded for all additional charges incurred.Thanks,*******************
Business Response
Date: 10/05/2024
*******************,
I see from your file that you have since spoken to an agent from the executive care team that has fixed your pricing and gave you an adjustment for the difference since you started service.
*******
Initial Complaint
Date:08/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Bell’s website, under “Internet” - “Wifi”, near the bottom of the page, where is says “Already have internet?”, there is a “learn more” link, when you click on that you will see the screenshot attached. In the text, it shows “One 2-pack rental per account”, however Bell is unwilling to honour it. In fact, I called them on or about April 15th and the agent said it was no problem, got all my information for shipping and said I would receive it within 7 days. I later learned that he had put nothing in th system to that effect. ******* ********** ***** ******* ****** I am authorized for this account. I would expect them to honour a 2-pack for 5$/month as stated
Business Response
Date: 10/05/2024
****** ********

As you can see on Bell’s website, in the Wi-Fi
segment of the Internet section, it clearly states: Add Wi-Fi pods from
$5/mo. each. We currently have a promotion where you can get $5/mo discount for a
period of 12 months. This means that you are paying $5/mo. for 2 pods (if you
order 2) for a year.

This was already explained to you by 2
different customer service representatives and on April 29th, 2024
order BH2LGPHZ was created for one pod free of charge for 12 months. As such,
we deem the matter to be resolved.

Regards,

********
Bell Canada
Customer Answer
Date: 10/05/2024

Complaint: 21640088

I am rejecting this response because: When you click on “Learn More”, the description mentions that it is “One 2-pack rental per account”. The sentence “Add Wi-Fi pods from $5/mo. each” has the plural form of “Pods” and would be 5$, which can infer a 2-pack of “pods” for 5$. It also explicitly states that extras beyond that is 5$/pod.
Further, when I originally chatted in and the eventually ended up on a phone call (Your chat agent called me to transfer me to loyalty, yet you claim no record of this, which is insulting) I was told it was no problem and they asked for my address for shipping.
As for your resolution, that order was placed without my consent 2 hours after I mentionned that I was not happy with the results, denied the offers and mentionned that I would be filing this complaint.

Sincerely,

****** *******
Business Response
Date: 13/05/2024
****** ********

With the previous technology of Wi-Fi pods, we
were offering customers 2 pods for a $10/monthly charge. You currently have the
newer technology Wi-Fi 6E pod which supports greater speed and offers more
coverage. This new pod is sufficient for most standard sized homes (<2000sq
ft). If you insist on getting 2 pods, you can contact our customer service and they
will place an order for an additional pod at $5/month.

Regards,

********
Bell Canada
Customer Answer
Date: 13/05/2024

Complaint: 21640088

I am rejecting this response because: It does not address the problem at hand.

Sincerely,

****** *******
Initial Complaint
Date:24/04/2024
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.
Bell Canada keep raising my internet bill every six month even though I have a package that should not be going up. I am retired and on a pension. I have to keep calling and get very stressed out. There is an advertisement for an internet package for $50.00. I received notice that my bill will be going up on July 1st for $122.00, $ ***** more. The $50.00 package has more uploads and downloads that I am given for $122.00 .Retirees are being taken advantage of by these companies, something needs to be done.Please help
Business Response
Date: 25/04/2024
On behalf of Bell Canada, 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.

At Bell, we are committed to continuously invest to keep up with rapidly increasing Internet usage, offer world-class services and provide reliable connections. In order to support these investments, and with costs going up, affecting multiple industries, including the cost of delivering our services, the monthly rate of your Internet service will increase by $5.00 per month, as of July 1, 2024.

To discuss your price plan and options, I suggest reaching out to ************** and connect with our Loyalty Team.
Kind Regards,
******
Bell Canada
Initial Complaint
Date:17/03/2024
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 want you to know what I went through No, I am not an account holder at the property for this but I am able to call for tech support Where this modem is in a gym at a residential complex and runs a debit machine for laundry machine, before you say anything it is considered residential not business Monday we spent a couple hours trouble shooting it, the tech support said he would send someone that afternoon Tuesday I called as no one showed, spent over 2 hours on the phone 1 hour was spent on hold for loyality for find out why, the lady answered and said I understand you want to cancel your services, REALLY not once did I say that I am not authorized to do that She set up another appointment for Wednesday, guess what no one showed Wednesday I called and set up another appointment and guess what no one showed on Thursday I spent my one day a week off on the phone Thursday night with tech support, he suggested we go ourselves and pick up a modem, we went to the store he said and guess what they only do cell phones. They suggested another store went and guess what they closed at 7 and it was 730 Friday morning we went to another store and got one Guess what didn't resolve our issue I called tech support and low and behold they have to send tech support On Saturday a tech finally showed This apartment building is almost 300 units for a week people couldn't load their cards to do laundry and I was getting yelled at every day The laundry company was calling as they were losing money I sat down Thursday night and literally cried from the stress of this Each time I called I was treated horribly like I did something wrong I spent over 10 hours on the phone
Business Response
Date: 18/03/2024
Dear ***************************,
Thank you for contacting us. Unfortunately, only the account holder can contact us regarding an issue.
Please advise the account holder to contact Bell technical support to address the technical issue.
Thank you,
*******
Initial Complaint
Date:12/03/2024
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Bell Internet : Gigabit Fibe 1.5. When I subscribed in 9/2020, I got a promotion to have $60 ongoing discount on regular prices. Current advertised regular price for my speed is $130 - I have attached a copy of the Bell's online page. I should pay only $70.

However, on my bill, they charged me for a different "regular price" of $145 and I have been paying $85 for several months. When I called the Loyalty team to fix that, they said that they can honor the $130 advertised price but will change my promo code to only $40, so I will end up paying $90. I tried to explain that this is not correct and they can't just play with the numbers like that to make me pay a higher price. My deal is plain and simple: an ongoing promo of $60 and needs to be honored against the advertised regular prices of $130. The supervisor I talked to, ******* ****** ****** ******** said that he can't do anything about and refused to transfer me to his supervisor. I advised him that I will be filing a *** complaint because Bell can't just play with the prices like that to make people pay different prices.

My request to adjust my billing to honor my deal with Bell and refund the excess that I have been paying for the past months.
Business Response
Date: 14/03/2024
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.
Bell Canada
may change the pricing of the advertised services and linked promotions without
notice. Additionally, Bell Canada is not in the obligation to modify the
existing customers’ services pricing.
Should you
wish to change the pricing for your service please contact our loyalty team.

Sincerely,
*******
Bell Canada
Customer Answer
Date: 14/03/2024

Complaint: 21387121

I am rejecting this response because: The response is probably a standard answer and doesn't address my concern. I didn't disagree that Bell can change the promotions and advertised prices. My problem is Bell having 2 called regular prices for the same service; one that is advertised and a different one in my invoice. This is not correct!

Sincerely,

******* *******
Initial Complaint
Date:10/03/2024
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 closed my account with bell back at the end of October 2023. They have illegally retained my information and reopened my account after I logged into the online account and was assured it was closed. This is illegal. I received a bill for services that do not exist. I want my account closed and information deleted. This is illegal. I was harassed and lied to when calling them. They refuse to close my account with zero ******************** and tried charging me for something I do not have. I just received today, March 10, now 6 months later. An ebill for 0 dollars. Regardless they have somehow reopened my account WITHOUT my permission. This is so illegal! I received confirmation November 17th, called them. They assured me my account was closed. I never missed a bill payment and had no outstanding fees, then they tried to charge me $1.67, then refused to close my account. Then removed the $1.67, refused to close the account. I threatened to *** them then they assured me my account was closed in February, then now again I am getting ebills for NO SERVICES. I want the account closed.
Business Response
Date: 11/03/2024
*************************:
Further to your BBB complaint, I would like to confirm the following:
I can confirm that your Bell internet account was cancelled on October 15th 2023.
Your balance as of today is $0.00 and is closed.
Regards,
****************

Customer Answer
Date: 11/03/2024

Complaint: 21412430

I am rejecting this response because: my account is not closed. I still have an active account number and an receiving emails. I want my account actually closed.

Sincerely,

*************************
Business Response
Date: 14/03/2024
*************************,

Your Bell internet account is closed, and you will not receive any emails.

Regards,

********
Initial Complaint
Date:07/03/2024
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.
Less than 2 months ago set up internet services with bell Media. I've had 3 separate issues with their services since then. First, the initial router they provided had to be replaced the day of the install. Then the internet services were slow, and needed the router reset every couple days to a week. Now it's completely offline, spent over 2.5 hours trying to get it resolved, kicked out of their tech chat 3 times in 2 hours, had to call ******* to transfer me to ******** services in order to actually speak to someone, and they can't fix it, can't book an appointment while I'm on the phone, and are not providing any internet services. They aren't providing the services I'm paying for. Refund it, reimburse me for my wasted time, at my hourly paid rate, and discontinue the services as I'll be changing to a service provider that actually provides the services it advertises and offers.
Business Response
Date: 19/03/2024
Hello, we are unable to locate a customer record based on the information provided. Please contact our office for prompt service regarding your complaint. Our office number is **************, or email us at *****************************************************************************************.
We look forward to resolving your concern.
Sincerely,
*********;
Bell MTS Customer Relations **********************
Initial Complaint
Date:21/02/2024
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 had Bell internet service since years ago, and I cancelled the service due to moving to a new location, I received the confirmation email from Bell on the service cancellation, and Bell also confirmed on the device return. However, recently I noticed that **** is still charging me for over a year. It was so difficult for me to realize it earlier since I stopped paying attention to my Bell account after **** confirmed on my service cancellation. My Bell account # was *********
Business Response
Date: 22/02/2024
Further to the Case # ********, I would like to inform your that the customer has also wrote to the **** .
This case is closed and the resolution will be forwarded to the **** or ****.
Customer Answer
Date: 22/02/2024

Complaint: 21326283

I am rejecting this response because: CCTS has the case opened and closed as CCTS cannot help with it at the moment, which this complaint is still pending to resolve.

Sincerely,

*********************
Business Response
Date: 28/02/2024
Dear *********************,

We understand your disappointment on the previous given answer but in order to avoid the multiplication of implicated parties to resolve this situation, this BBB complaint will not be treated.

Your CCTS complaint will be answered and followed by this independent organization dedicated to resolving telecom services complaints from which you can expect a fair and impartial complaint resolution.

Sincerely,

********

Bell Executive
Initial Complaint
Date:31/12/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Bell Internet for a long time, it was fine before.
However lately I have noticed the speed has been very slow compared to before.
Therefore I performed multiple speed test on several different sites and the speed came back at around 200-300 mbps download and 150 mbps upload. This is very far from the advertised package Im paying for, which is 1.5 Gbps. I also called into Bell's support number to reset my modern and contacted their online support and it did not change.

I included the screenshots of the speed test and my package screenshot, I believe Im not the only one facing these issues. This has caused some problems for me I hope we can resolve this situation. Thank you for your help in advance.
Business Response
Date: 03/01/2024
Dear
**** ***

Thank you for taking the time to reach out to us and allowing us the
opportunity to respond to your concerns.

Kindly note that your request was sent to the technical support department.
They
will contact you.
Regards,
****** **
Customer Answer
Date: 03/01/2024

Dear ********:

Thank you so much for your help, the issue was resolved. We really appreciate your help, have a great day.

Sincerely,

**** ***

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