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:21/12/2023
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.
My Internet modem stopped working randomly on the evening of December 17th. I have been a customer for less than 30 days.I was told the problem is not fixable, the modem needs to be replaced. ******* advised me I cannot pick it up from a store, it needs to be mailed and it will take 1-2 business days which is unacceptable as I will lose out on the ability to work.I asked if there is a faster way and I was advised a technician can drop one off but at a $75 charge. I feel this is outrageous as I am paying a monthly fee for the services to work and they are refusing to do it the fastest way without taking more money from me, an issue caused by them, not **** am demanding not only a refund for December 17th, 18th and 19th, but also to be compensated for my time off of work.
Business Response
Date: 22/12/2023
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.

I have investigated the matter and in an effort to maintain a good business relationship, I have applied a $20.00 credit to your account, covering half of your Bell Internet monthly fee.

Please note that **** does not compensate for time off work.

As such, we deem the matter to be resolved.

Kind Regards,

Andre
Bell
Customer Answer
Date: 22/12/2023

Complaint: 21021376

I am rejecting this response because:
$20 is not even close to 'half'. The monthly fee is over $100/m for internet and TV, both things I had no access to with the modem being broken.
I also lost several hundred dollars due to being off work and I was refused the fastest method without being charged more money which is a disgusting money grab.
There was no effort at all on the company's part to get the modem to me as fast as possible, even after I explained to the representative how important I got the modem immediately.
$20 is a joke of a credit, considering the impact it had on me.

Sincerely,

*******************
Business Response
Date: 29/12/2023
Dear *******************,

The $20.00 credit applied to your account covers more than 3 days of service for both TV and Internet.

As mentioned in the previous answer provided,**** does not compensate for time off work.

Regards,

********
Bell Canada
Customer Answer
Date: 02/01/2024

Complaint: 21021376

I am rejecting this response because:
I couldn't care less what your policy is. I was refused proper service and then lied to. I was told the credit was for half the monthly charge, now I'm being told it was for three days. I am going to run your business name through the mud on social media if I don't get a proper credit. $20 is useless. This was YOUR issue and you made no effort to get the modem to me as fast as possible and it cost me significant time off of work, something that could have been avoided if your pathetic company didn't want to rob people of more money. This is not to mention the modem lasted for under 30 days which is a joke. I demand an appropriate credit.
Sincerely,

*******************
Initial Complaint
Date:17/12/2023
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.
Date of transaction: 2023-12-01 The amount of money I paid for business: $55/Month for Bell 1.5G fibre internet What the business committed to provide you: The sales person promised to give me $5 off each month + $100 gift card if switch to bell. So total would be $50 each month.The dispute: the $5 off each month did not happen, I'm paying $55/Month Whether or not the business has tried to solve the problem: No, they only called me to sell more services, and asking about my current service. They did not mentioned about the $5 off.Account ****************
Business Response
Date: 20/12/2023
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.

I have reviewed your concern and kindly ask you to refer to the Email Order Summary sent to you on December 1, 2023. The amount indicates $55+tax per month (Prices may increase during subscription). Based on the email, you are being billed correctly.

As such, the request for further credit of $5.00 per month has been respectfully declined.

Kind regards,

******
Bell Canada
Customer Answer
Date: 20/12/2023

Complaint: 21017920

I am rejecting this response because:

Sincerely,

Sitao **
Initial Complaint
Date:15/12/2023
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 moved my existing home internet connection with Bell to new address in ****** when we moved from our previous address. This is in August 2023 and after that started facing issues with connectivity and reached out multiple time since the house area is within the promised range of Bell and because of ****** modem coverage issues I am not getting the promised speed specially for upload which is compromising my security cameras which can't operate because of the wifi connectivity. **** should provide free wifi pods but after long discussion they provided one that too with credit for the pod till **** but they are not providing the second pod which their technical team recommended. Their tech team clearly mentioned issue is with modem and they are also replacing the modem but they are also recommending to add another pod which Bell is not ready to provide free of cost. Since the issue is with Bell they should provide the wifi pod for free to serve the speed that has been promised as per agreement. The promised speed is 150 mbps download and upload speed. But I am getting low upload speed of around 50 mbps in the living area where I have strongest signal and only 7 mpbs upload at the front door which is still within modem's range.
Business Response
Date: 20/12/2023
Dear ***********************************,

Bell does not offer any guarantee regarding the Wi-Fi speed. There too many factors to consider such as size of your household, building material, room configuration, etc. I see that you are already beneficiating from a major discount on your Fibe 150 internet service,and you were also provided a discount on the Wi-Fi pods.

Regards,

********
Bell Canada
Customer Answer
Date: 20/12/2023

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 since they took the action of providing a POD after I had logged the complaint. Hence this can be closed.

Sincerely,

***********************************
Initial Complaint
Date:14/12/2023
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 a Bell customer for a couple of years now and have always been satisfied. However, lately, things have taken a turn for the worse. I had to cancel my mobility services due to poor coverage, and now I'm experiencing issues with my home internet.I previously had Bell home internet in condos, which I found to be the best at that time. Upon moving to my current house, I opted for Bell Fibre internet with their maximum speed (8Gbps) and upgraded hardware, including the new Giga Hub and rented home pod extenders. Unfortunately, ****** quality has significantly declined.The internet quality is terrible, and the WiFi only works with a few devices connected. When the whole family is home, it crashes, and the speed doesn't reach the promised 8Gbps. The upload speed is also less than half of what I'm paying for, and even the cable connection (important for my work from home) has become unstable.The home pods do not live up to their promises; I often have to reset the router 2-3 times a day for a slightly better connection. Despite my knowledge of WiFi networks and attempts to optimize pod placement, the situation hasn't improved.This connection and equipment are subpar, and I urge Bell to take action to address these issues.
Business Response
Date: 15/12/2023
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: 15/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will wait for the business response through CCTS.

Sincerely,

******************************************
Initial Complaint
Date:13/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We live in a rural community. My husband works from home and requires the internet for his work. Since moving into the house 3 years ago, we have had to call our service technicians to check our internet connection and speeds, replace equipment and fix issues with connectivity and service. We have switched from high speed internet to dial up internet as per bell tech support, then back again to high speed to still have issues. We have been told for years that **** knows about the problem (I was just informed today by the escalation team that bell is aware of the trending issue on the tower and that the tower is overloaded and is the problem but they cannot advise when it will be fixed or a solution). We pay our bill on time and uphold our end of the contract, yet Bell is not on their end- we get nowhere near the speed we are supposed to for up/download times, even when plugged directly into the modem. They are defaulting on their contractual obligations. The fact that they have known for years that the tower is overloaded and that a new tower needs to be built, yet providing less than par service and still charging a premium is terrible business practice. We currently pay $106/month gir a service that might work some days, and is spotty at best most. We have been offered $6.00 off our bill per month. This is a slap in the face and hardly fair compensation considering the service being paid for isnt being delivered. If we had additional options, wed switch providers immediately.
Business Response
Date: 14/12/2023
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 ****.
Initial Complaint
Date:29/11/2023
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 internet service. It is shotty at best. Have tried to have some resolve for about 6-8 months. There is a $153.05 credit on my account I have asked them to refund, and they refuse. The account is on hold at present as it is at my camper. I asked them to send a cheque to the address on file and they refuse.
Business Response
Date: 30/11/2023
*********************** **********,
A case manager has tried to rectify this issue with you but you have refused to properly validate your account. We cannot complete a proper validation via email as per your insistence.
Please contact the case manager that has your account and validate your account and we will gladly issue a cheque for the amount that your account is in credit to the billing address on file.
*******
Customer Answer
Date: 11/12/2023

It has not been rectified as they were tols to send the cheque to the address on file. I do corporate security and this is a viable resolve.
Business Response
Date: 11/12/2023
*******************************,
We are not able to do or discuss ANY action on an account without doing a proper validation first.
*******
Customer Answer
Date: 12/12/2023

Complaint: 20912670

I am rejecting this response because: All you have to do is send the cheque addressed to the person listed on the account to the address on the account. I work in Corporate Security and know this is a viable and legal request.

Sincerely,

*********************** **********
Business Response
Date: 13/12/2023
*******************************,
What happens if the real customer call sin after we send the cheque to the address on file and says he preferred to have the credit on the account and why did we send a cheque to him?
If you work in corporate security you should know we need to speak to the customer to discuss an account.
*******
Customer Answer
Date: 13/12/2023

Complaint: 20912670

I am rejecting this response because: What happens if you don't send the cheque to the address on file? In the scenario you describe, if the customer doesn't want the cheque and prefers it on account, then they will not cash the cheque. As someone who works in corporate security I know an email is a legal document, especially when it is from the email on the account, and they are requesting you send the cheque to the address and addressee on account. The other option you have is to refund to the bank account that pays the account.

Sincerely,

*********************** **********
Business Response
Date: 14/12/2023
*******************************,
We are not able to do or discuss ANY action on an account without doing a proper validation first.
*******
Customer Answer
Date: 14/12/2023

Complaint: 20912670

I am rejecting this response because: And yet you still refuse to return me money. I will be dropping off your modem and I will expect a cheque within 5 business days. At this point I should be paid the same interest rate you expect on overdue accounts. Unfortunately, your customer service all around *****. Your tower is overloaded, and the signal is ****, as is what started the email chain, and you do nothing to fix it or give a discount, To a ******** Veteran no less. Then you refuse to do what is legally required and send the credit to the account holder.

Sincerely,

*********************** **********
Initial Complaint
Date:27/11/2023
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.
When I built my house 5 years ago, this road had high speed internet access with Bell at about 10mbps (I knew from the neighbors). So 5 years ago I did connect with Bell and had like my neighbors 10 Mbps internet.Over the years, I would get problems with my internet and they would have to lower my speed. Last year my speed was decreased to 7.5 Mbps. When I complained about constantly loosing speed the agent on the phone told me that Fiber to the home should be installed on my street early 2023.During the year I saw the Fiber cables being installed on a street that crosses my street but before reaching my street, they headed down the street just prior and in the other direction.Two weeks ago my internet experienced problems again and the tech had to drop the speed to 6 Mbps and my latency went up as well. Working from home is becoming practically impossible. I filed a complaint on ****** website and here was their answer: - There never were any plans for Fiber to get to my street this year or any time in the foreseeable future - I was also told that it's normal for my speed to decrease as copper cable degrade over time and that the cables on my street are extremely bad and also that Bell has no plans to replace copper wires ever anymore. - They suggested I try the Wireless internet for 25 Mbps but the tech today came and could not find a good cellular signal at all (Which I knew since our cells have no signal in our home) so this is not an option.Now I'm being told by **** that I just have to accept that my speed will keep degrading, price increasing, and that they will do absolutely nothing to rectify the problem even though I have no other solution available and soon I may no longer be able to have any high speed internet even though Bell was offering 10 Mbps here 5 years ago when I choose to build my home here.I want Bell to either fix the copper wires or install Fiber to the home to maintain the High Speed internet service previously available here
Business Response
Date: 30/11/2023
Dear *************,
The information contained in our systems indicate that you already submitted a complaint on November 18, 2023 and that a field repair visit was scheduled and completed on November 28, 2023.
Knowing that, no further action can be taken as technical verifications have already carried out on your service.
As for the fiber optic network deployment, this information is considered sensitive. It is not available for sharing nor do we have access to it. We apologize for the misinformation provided by one of our employees.

Sincerely,
Jeremie
Bell Executive Office
Customer Answer
Date: 30/11/2023

Complaint: 20920817

I am rejecting this response because:
The technician on November 27th that came to install Bell Wireless Internet concluded that I could not receive that service because the ************ at my location was too poor. He ran a quick test on the copper line and told me I probably had a "Bad F2". That's why a technician was sent on November 28th.
The technician that came on November 28th raised my speed and it worked for a couple of hours after he left but that same evening my internet was no longer working again and when I called the technical support, they said there were a ton of errors on the line and they dropped the speed back down...
Your answer does not explain why **** will not fix the problem with my copper line since I have no alternative like wireless internet, nor are you proposing to prioritize the installation of the fiber if Bell is not willing to repair the copper line.
Sincerely,

*************
Business Response
Date: 01/12/2023
Dear *************,
There is no repair required on the copper line. The network works like it is supposed to be working.
Certainly, the technicians do the maximum to improve the download speed and they have not identified a problem on the outside equipment. However, nothing can be done in regards to the distance separating your premises and the outside equipment providing the network access.
More, the response given to the complaint sent on November 18 confirms that the line maximum capacity to carry data has been reached. Being close to 100% of the line capacity creates an instability of the service. Ensuring the service stability is the main reason why the threshold is reduced to provide a slower speed.
Finally, regarding the fiber optic deployment in your area, we do not have any information on its availability nor can we prioritize installation to specific addresses since the type of work required necessitates planning. You may want to reach out to your Municipality Officials in order to obtain more information if available.

Regards,
Jeremie
Bell Executive Office
Initial Complaint
Date:24/11/2023
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.
A subcontractor for **** showed up at my house November 23 to dig out trenches for the new ***************** .I have pictures of my beautiful lawn before and afterwards I cannot believe that they would cause this much damage, and there is absolutely no recourse to request new sod in the spring. The contractor told me that they do not do sod and that they will be putting down lawn seed which I claimed was ridiculous considering its November I would greatly appreciate if **** could compensate me since I recently had the lawn soded two years earlier.
Business Response
Date: 27/11/2023
Dear ***********************
Further to your BBB complaint, I would like to confirm the following:
Kindly note that your concern has been referred to the appropriate channel.
They will contact you and address this matter with you directly.
Regards,
****************

Customer Answer
Date: 27/11/2023

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:20/11/2023
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.
I cancelled my service with Bell over 3 months ago. I received, email of money still owing and called waiting over 30mins to speak with a representative, they assured me that the account is closed and i do not owe any money. One month later i get another email statement that i owe some money for an account that has been closed. Again i have to call and wait for 40 mins. I am tired of trying to call to resolve a simple issue.
Business Response
Date: 22/11/2023
Dear *******************,
We have credited the account to $0.
You will received an additional invoice/billing notification informing that the account balance is zero.

Sincerely
Jeremie
Customer Relations Centre
Customer Answer
Date: 22/11/2023

Complaint: 20896442

I am rejecting this response because: I want my account closed. I have returned all Bell devices. I need Bell to stop billing me for a service I do not use.

Sincerely,

*******************
Business Response
Date: 27/11/2023
Dear *******************,
The response we sent confirmed the account is cancelled and that the balance is $0.
The additional invoice will confirm the final balance of $0 and is meant for your records.

Sincerely,
Jeremie
Bell Customer Service
Initial Complaint
Date:07/11/2023
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.
I am a customer of a 3rd party ******************** provider that uses bell Canada lines for wifi internet. I have very strong reasons to believe that bell canada is purposely choking and damaging regular wifi to sell fiber services and get us off the third party, by undercutting the 3rd party by 5 dollars. Bell canada is acting unethical and harming ********* international competitiveness for minor gain and total monopoly. Tell Bell Canasa to Stop damaging the internet lines in Brooklin *******.
Business Response
Date: 08/11/2023
On behalf of Bell Canada, I would like to thank you for taking the time to reach out to us.

If you are experiencing technical issues, please reach out to your internet provider.
Kind Regards,

*****
Bell Canada

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