Complaints

This profile includes complaints for Bell Internet (Residential)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bell Internet (Residential)

  160 Elgin Street P.O. Box 70092 Ottawa, ON K2P 2M3

• 

  Bell Internet (Residential)

  PO Box 5480 Stn Terminal Vancouver, BC V6B 4B5

• 

  Bell Internet (Residential)

  1148-11801 100 St Grande Prairie, AB T8V 3Y2

• 

  Bell Internet (Residential)

  2800-10104 103 Ave Edmonton, AB T5J 0H8

• 

  Bell Internet (Residential)

  166 4900 Molly Banister Drive Red Deer, AB T4R 1N9

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:25/10/2023

  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 been experiencing home internet issues for last several months. I keep calling Bell Canada only to get temporary fixes. I experienced extremely poor customer service and technical support. I have been constantly lied to. Just now I was told that my appointment for technician was for 8 am on Sunday (October 22nd). I called back as I do not believe them and have just been told that it is actually for 12 noon. I have been lied to again. The person who booked appointment for 8 am was ****** (employee ID ********. The primary issue is that I do not have service as I called them to replace the modem(3000) that was sent to me. The lady ****** kept trying and said that she cannot help. I cannot go back to the existing modem leabing me with no internet service. As a resolution, I would want them to make the service free for next 3 years due to the anxiety, stress and medical condition caused due to stress.

  Business Response

  Date: 26/10/2023

  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:05/10/2023

  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.

  Billing issue. Was signed up Aug 2023 for $50/month plus taxes for an internet package. First bill received was for $115/month plus taxes. Spent at least 15 hours total on phone to get credit issued for overcharge and to have correct pricing on account. Received new bill and it is once again $115/month plus taxes. Now I need to spend multiple hours to resolve once again. We are cancelling our bell service as well. We consider Bella billing and sales tactics as misleading and almost predatory, there is no recourse to have the info Pretence of employees at their call centres for not doing their jobs properly and is extremely frustrating dealing with them. This issue was supposedly remedied by their back office but has not been.

  Business Response

  Date: 10/10/2023

  Dear ***********************,

  Thank you for reaching out to us regarding your internet account. I see that the service is cancelled and that the charges were corrected already.

  Thank you,

  *******

• Initial Complaint

  Date:05/10/2023

  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 had moved into a new build in April, and when I had done so, I called Bell to confirm the free internet was in fact free for my building. I asked almost 4-5 times to confirm. All of which they all stated: yes, it was free. About 2 weeks later they contacted me via email to tell me that it was no longer free. Obviously angry, I called them (since I asked for confirmation over and over), and they said the best the could do was 6 months free, and then after the 6 months get the same plan I was on for a discount; they offered it to me for $55 a month for the same 1.5gb fibe internet for a 24 month period. My 6 months is now coming to a close, so I called to get what was offered to me, and they are now stating that I cant. Others in my building have this deal. And they keep refusing me on the basis that things change everyday, sorry, but I find this highly disrespectful and untruthful. All Im asking for is what I was told I could receive. I would even offer to switch my phone plan over from Freedom to Bell if they would simply honour their word.

  Business Response

  Date: 06/10/2023

  Ms. Bergen, 

  I see notes on your file that a member from our ************** team has been trying to contact you and that you have arranged to speak on Friday October 6 2023.

  *******

• Initial Complaint

  Date:02/10/2023

  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.

  On Monday September, 25, 2023 my internet stopped working without any notice or reason and when I called into Bell support the person on the phone was not able to resolve the issue after I spent 2 hours on the phone with them. They then told me they would call me the following day to setup a time for a technician to come to my apartment, but they never called. This morning on Wednesday, September, 27, 2023 at 8:45AM a technician showed up at my door without any notice telling me they needed to fix the modem for the internet and that it would only take 10 minutes. They were at my place for 30 minutes and then left with the internet still not working. There is a clear lack of communication at Bell and their customer support team is not being clear with customers or resolving critical issues. I work from home and spend much of my days on video calls discussing sensitive information, which is why I can't simply go to a public place, and because of these issues I have been unable to work for almost 3 days resulting in loss of wages. Bell should adjust my bill to reflect the 3 days where they were unable to provide me with internet service and they should compensate me for the loss of wages due to there inability to handle the situation,Internet services: $62 month / 30 days = $2.06 a day 3 days x $2.06 = $6.2 Loss of wages:$50 my hourly rate X 7.5 hours in working day = $375 a day 3 days X $375 = $1125 Please let me know if you require further information.

  Business Response

  Date: 04/10/2023

  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.  

  Please provide your account number so we may investigate.

  Regards,

   

  *****

  Bell Canada

• Initial Complaint

  Date:07/09/2023

  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.

  On April 26, 2023 we began internet services with Bell. We signed up for 1.2gb fibre of internet with Bell monthly service. We have been calling almsot every other week because our service has been dropping. It started out 3 or 4 times and frequently on weekends or evenings. We called and service tech came out and said everything was fine but showed them its not. They said the fibre line should not drop as many times as we experience. It gradually has gotten worse, we have days where we are unable to use service and continue to our service calls in. They said each time they would send someone, and they dont come out. When we call back in we find out that they close the ticket and everything is fine. The last technician told us to mark down the times and dates when it occurs with photos. We did that over several days and emailed it to them. We just found out that the technician closed the case before even sending any information to them. Now for the last 5 days weve had no internet services. We are unable to work from home, and we have 3 people in our home who are in school online and they work from home. We have been unable to do our jobs. We called them again, and they continue to say there is no problem. We are paying a lot of money for this service and getting no reimbursement or help. We need help to resolve this solution and we have all the proof to show they are not providing the services that they promised. Today September 7th, no technician came out but as you can see in the messages someone was supposed to. The previous visit was told that everything was fine and to send those pictures when it happened but the technician ignored our messages. The customer service reps also dont put any notes in the file and lie each time.

  Business Response

  Date: 11/09/2023

  Dear ***********************,

  
  Thank you for contacting us. I reviewed your account and I can see that you have substantial daily usage.

  I can also see that a technician was at your premises on September 7, 2023 and that they moved the modem and confirmed the service is working as per proper parameters.

  If you are still having issues, please reach out to our technical support.

  Thank you,

  *******

  Customer Answer

  Date: 11/09/2023

   
  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:30/08/2023

  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 been a customer of Bell Canada for approximately 30 years. With the same landline phone and the same high-speed internet. They are upgrading from copper to other new modern system and lines. They sent me a notice telling me I needed to upgrade by November the 1st 2023 or my services would be interrupted and disconnected. Without warning they disconnected my services in the middle of August 2023. I contacted them to resolve this spoke to several departments several days and over the course of a week. I spoke to their Executive offices. They refuse to turn my Wi-Fi and my phone on again. However subsequent to my complaint a phone is now active on my landline and I see that I have access to Wi-Fi in my home. The modem is working and I can view the wireless signal on my tablet. The only thing I need is the password. They will not give me the password now. I contacted their Executive offices again. And they told me they are now going to disconnect this newer service that they just turned on and they won't give me the wi-fi. I begged them please I have an important need for the wireless. Please turn my Wi-Fi back on and you can do the installation of the newer Network at another time. And they refuse. They have left me stranded without my landline telephone and without my wireless communication. I used the Wi-Fi everyday in my home for work and for educational purposes. I have had to buy additional data which is extremely expensive on my cell phone. I will be without Wi-Fi in my home for my work my business and my education for at least a week more. I had to contact another provider. Because Bell Canada would not fix their problem. I understand they need to upgrade the services but the notice stated Nov 1st. They did this in the middle of August. They told me that is completely incapable for them to reestablish my service the way it is. I later determined that this was a lie that they can in fact turn the service back on but they are choose not to.

  Business Response

  Date: 01/09/2023

  Dear **** * ********,

  Thank you for reaching out to us. I see that you are already in contact with our Executive Office.

  They will be your contacts to deal with this request.

  Thank you,

  Business Response

  Date: 06/09/2023

  Further to the Case # ********, I would like to inform your that the
  customer has also wrote to the CCTS .
  This case is closed and  the resolution will be
  forwarded to the CRTC or CCTS.  

  Customer Answer

  Date: 06/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response 

  And am still seeking compensation for loss of service.  A refund for the two months they promised. And 60 dollars I had to pay in data overage fees on my cell phone. Since they disconnected my service and closed my account, I had no choice but go elsewhere. So they should reimburse me the 2 months credit they promised for land line and internet wifi. They also bill ahead of time 1 month and billed me for service I do not have. I am not paying this bill. And do not want their error to affect my credit rating.  Thank you

  
  
  
  Sincerely,
  
  
  
  **** * ********

• Initial Complaint

  Date:15/08/2023

  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.

  There was a construction done on my driveway to install fibre internet in July 2023, I had put new asphalt and interlock on my driveway last year they lifted my interlock for installation put them back and now they all sank in place my grass looks horrible and dead where they dug under all the way to my house I called them and filled a complaint gave all my info never heard anything from them not even an email I would like my interlock to be the way it before they dug it all levelled.

  Business Response

  Date: 17/08/2023

  Dear ****** ******,

  Thank you for reaching out to us regarding the property issue you are experiencing.

  You will need to call our customer service at *** *** **** ****** and follow the prompts to repair.

  They will create a repair ticket for your issue.

  Thank you,

  *******

• Initial Complaint

  Date:11/08/2023

  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.

  My Home internet was supposed to be cancelled on January 19th along with my TV service. I’ve been strung along for several months under the impression that the internet was cancelled when in fact it wasn’t and I was continually getting billed for it. After requesting a cancellation again and a refund. I was refused a refund even though I did not use the service because it wasn’t working In the first place. I was mistreated by the rep and my issue did not matter to him. My service was cancelled without a refund. So I was billed for several months without service.

  Business Response

  Date: 15/08/2023

  Hi,

   

  Please provide your account so we may review the request.

   

  *****

  Bell Canada

• Initial Complaint

  Date:02/08/2023

  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 place a order with bell Internet and cable
  I decided to cancel the order now they keep harassing me on the phone sending me letters to return bell modem to them I don't even have a bell modem nobody came to my place to install the Internet because I cancelled the order now I received a bill in the mail to pay $48.58 by August 4th and I keep getting calls from them I'm fed up I feel like bell canada is harassing me because I cancelled my order that's why I felt the need to file a complaint please I just need them to put things in order I do not have any of bell services.

  Business Response

  Date: 07/08/2023

  Dear ***** *******;

  We have reviewed your complaint in regards to the internet billing.

  After verifications, we have credited the account balance to zero. We can also confirmed that the modem which was never installed will be charged and credited on the final invoice.

  We appreciate you taking the time to inform us of this matter as wish to apologize for any inconvenience it may have caused.

   

  Sincerely,

  *******

  Bell Executive Office

  Customer Answer

  Date: 25/08/2023

   

  I'm so sorry I completely forgot to contact you

  And my case was resolved I'm not being harrase anymore for services I never had with Bell.

  Thank you.

  ***** *******. 

• Initial Complaint

  Date:28/07/2023

  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 a Bell internet account with One bill account number *********.
  
  I canceled my account with them and they advised me the steps to return the modem back to them according to the tracking number was given. I arranged ***** and they picked up May 13th 2023 and delivered on May 24th 2023.
  
  As per the second representative, I was advised that it was delivered and I should not be worried! Today, I am on the call with a representative and they are also shocked why I got charged when even I removed my authorized payment from my account!
  
  I am very disappointed and upset with Bell behavior which took $224.87 from my account when I supposed to pay my other bills! This is insane, how are you working like this in mess.
  
  I would like this issue to be addressed today as it is and I want the office of the president to call me and refund my money back to my account and compensate me the loss I have now on my account which I won't be able to pay my next bill.
  
  This is a very very bad business practice, hire better people to work on your technology which can do better for your business.
  
  I am very frustrated and upset which I will take further away this to ensure no one use Bell.
  
  How can you do this? Why?
  
  Please refer me to the OOP and I want the issue to be fixed!

  Business Response

  Date: 04/08/2023

  Dear ******** *******;

  We have reviewed your complaint in regards to a preauthorized debit payment.

  As per the information in available in our systems, the refund has already been processed and a refund cheque will be delivered to your address within the next 10 business days. But as you mentioned, you require to immediate refund and that fastest and most convenient way to do this is to request a payment backout to your banking institution. This is also the only method to have a payment refunded electronically. It usually takes less than 48 hours.

  We apologize for the inconveniences this situation may have caused.

   

  Sincerely,

  *******

  **** ********* ******

  Customer Answer

  Date: 04/08/2023

  
  
  Complaint: 20375792
  
  
  
  I am rejecting this response because I never signed up for this money to be taken out of my account specially when the Bell property has been returned to the warehouse.

  This is not acceptable and very disappointing. I shouldn't have to gone this nonsense. 

  I again disagree with the process and the decision made. 

  The easiest way to give my MONEY back is to get an instant refund by sending me an E- TRANSFER to ***********************. I.will be waiting for my money today.

  I am going to seek legal advice and will be consulting to my lawyer is to why my money was taken out of my account and it's not putting it back to my account immediately. 

  This is something that Bell needs to work on. Fix your system.

  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 08/08/2023

  Dear ******** *******,
  

  We understand that our procedure for refund does not meet your
  expectations but we are confirming that contacting your bank is the fastest way
  to reverse the payment as this is completed within 48 business hours. This
  action would have been completed by now if actioned last week.
  

  Also, there is no existing procedure to proceed with an
  e-transfer as per your request in your rejection.
  

  Here are some links to your
  banking institution about the aforementioned:
  *********************************************************************************************************************************************************
  ********************************************************************************************************
  

  Also, we have received a second complaint for the same
  reason, *********. The same response will be provided.
  

  Again, we apologize for this situation and wish that
  the above information will help fixing this issue promptly.
  
  

  Sincerely,
  *******
  **** ********* ******

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: 20375792
  
  
  Hi *******, I am rejecting this response because it is not something that I have to go to my bank and fix this issue.

  If you don't have any solution to your system then close everything. Your system just can't take an unauthorized payment from my account and asking me to call my bank to fix this issue. It is you and your system who will address this issue. 

  Why do I have to run behind my money? You received your property to your warehouse, why would you even charge me in the first place?

  I am not satisfied with your dishonest response because I should not be the one who would run to get my money. 

  I hope this clears to you how extremely upset and disappointed, as I mentioned to ****, Bell took the money without my permission which the money was going to be use for my other expenses. Bell had no rights to take my money from my account when I have nothing to get charged specially when I returned your property! 

  
  
  
  Sincerely,
  
  
  
  ******** *******