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) has 12 locations, listed below.

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• 

  Bell Internet (Residential)

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

• 

  Bell Internet (Residential)

  P.O. Box 696, Stn. B Sudbury, ON P3E 4R6

• 

  Bell Internet (Residential)

  910 7000 Emerald Drive Sherwood Park, AB T8H 0P5

• 

  Bell Internet (Residential)

  10 Fl-1111 West Georgia Vancouver, BC V6E 4M3

• 

  Bell Internet (Residential)

  10157 101 St NW Edmonton, AB T5J 0T6

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:20/07/2023

  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.

  Fiber internet has never worked at an acceptable speed (WIFI, and wired Ethernet) speeds of 1.5 GB promised, I have 10-100 Mbps tops. Streaming movies stop every few minutes. work calls are choppy with wired Ethernet, no troubleshooting assistance is given other than pay more money for extenders.

  Business Response

  Date: 25/07/2023

  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. 
  
  As your concerns are of a technical nature, I have referred the matter to our Technical Team.  They will call you and discuss next steps.
  
  ******
  Bell Canada

• Initial Complaint

  Date:20/07/2023

  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.

  I went to the physical store on March 23, 2022 to cancel the Internet service and returned the device. On March 27, 2022, I called Bell again to confirm the cancellation of my Internet service, and the Bell staff told me that my deposit would be returned to me in 6 months. However, from April 2022 to December 2022, I still received Bell's monthly bill, and I did not receive my deposit late. In April 2023, I went to the Bell offline store again to ask about the deposit, and they told me that I had to settle it by phone. I called Bell again a few days later and was told that my request had been processed and the deposit would be returned to my account within seven days. I did not receive the deposit until July 14, 2023. On July 14, 2023, I called Bell twice, and their employees told me very impatiently that my deposit could not be refunded, because my deposit was used to cover my balance. I explicitly told them that I had canceled my Internet service for a year, but they kept repeating it. They even say they don't understand what I'm saying, or they don't talk. It made me feel very uncomfortable. I asked Bell to refund my deposit and apologize to me.

  Business Response

  Date: 02/08/2023

  Bell Aliant has processed the refund and request for a cheque to be provided to the customer.  The cheque will be mailed and delivered via ****** ****.  Bell Aliant considers this matter resolved. 

• Initial Complaint

  Date:14/07/2023

  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 recently paid my Bell internet bill and when I went to check my bank account I was notified of suspicious activity. I called **********’s fraud department and I was told my account was added to a new device that wasn’t mine. I would like this matter to be investigated

  Business Response

  Date: 21/07/2023

  Mr. ******,
  
  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. 
  
  We sent you an email and tried to reach you but to no avail.
  
  Can you please give further details concerning the account (number) in question and/or the device (IP or MAC address)  that was used to connect to your account?
  
  You can provide us with screenshots.
  
  If you are more comfortable sharing information over the phone, please call 310-Bell.
  
  Kind Regards,

  
  **** **
  Bell Canada

  
  

• Initial Complaint

  Date:14/07/2023

  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.

  Bell Canada has conduct negligence and due negligence that caused I and my tenants inconvenience and time wasting. I am here to report to *** and helpfully to get a fair compensation as a makeup resolution for the day of my working missing and for my all tenants needs Internet to work from home. It initiated with one of my rental place, * **** **** ****, I was planning to switch my internet to ******, so I called Bell Canada to cancel the service but the loyalty team offered my a moving request with same promotion. So I asked them to transferred the internet to my other rental **** ****** ********. After 1-2 days, I called Bell Canada, asked them to cancel the moving request from * **** **** ** ****** ********, I want the same service and same modern stayed at * **** **** and also start a new service at ****** ********, I told the customer service very very clearly over the phone, and he’s very happy to have a great sales with me at the time. Later on, I added three more internet services at ****** ******** ** and *** *********** ****. I installed *** * ** ******** **** with no technician and it was so easy. However, yesterday (July 7th) I had a nightmare to instal the internet at *** * ** ********, as I plugged in the cable, it keeps on showing error 1202, so I spend hours with the two technician over the phone, both of them are trying to connect the modern remotely but it doesn’t work. So one of the male technician from July 7 seems have no experience in technical support, because he told me nothing is wrong on his end but the installation need a technician come in person to do it! This is the first complaint I have, because this male technician over the phone, he 100% knows that the modern is not registered and it’s deactivated by Bell Canada’a negligence, but I assume he just need to same his time to listen to my complaint. Next day, the technician arrived on site told me the truth that Bell gets confused on my moving request and deactivated both my service

  Business Response

  Date: 19/07/2023

  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. 
  
  I have investigated the matter and am pleased to know that you have been in contact with the Bell Customer Relation Center and they are providing a resolution.  As such, we deem the matter to be resolved.
  
  Kind Regards,
  
  *****
  Bell Canada

• Initial Complaint

  Date:11/07/2023

  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.

  When the fibe was installed in our neighborhood 10/21, they removed the protective barrier that was in place between our concrete driveway and sidewalk, and did not replace it and now the driving is lifting. We did express our concern and didn't even get a call back. Secondly, we are now contemplating using Bell services, however, they didn't take the fibre all the way up to our house, they left it on the other side of our concrete walk, even though my husband spoke with the supervisor and explained how he could get it to the house. So end result, I have a patterned concrete driveway that has issues and I also can't access the fibre. I want the driveway fixed and the fibe installed.

  Business Response

  Date: 12/07/2023

  Hi Ms. *****, 

  We have a team that deals with this type of matter. 

  You can email them at ****************** or call them directly to open a case at **************.

  *******

  Customer Answer

  Date: 12/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20304814, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/07/2023

  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.

  Bell fibe came to install the lines. They cut the line for my existing ******. Didn’t tell anyone. They broke 4 of my interlocking stones. Didn’t tell anyone. They did not leave the interlocking stones. Now my walk way is in level and someone is definitely going to fall and hurt themselves. They left and didn’t say a word to what they have just done to our interlocking walk way and now I have to call ****** and see if someone can come and fix this problem. Very upset.

  Business Response

  Date: 11/07/2023

  Hi ****, 

  You can contact the Bell Canada complaints team for such issues at ****************** or you can call them directly at ************.

  *******

• Initial Complaint

  Date:10/07/2023

  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.

  In May I chatted with bell for internet disconnection issues at home. Seeing as we are two people working from home, the employee chatting offered us to upgrade to 1.5gigabit for 65$ a month, and they would credit the 199$ fee for the new modem. I of course accepted, since may, the new monthly package for internet is not reflected in my billing. After many attempts to explain to 5-6 different employees my offer , including the loyalty department, no one is willing to assist. I have asked they verify their transcripts to reread the officer and I was told that chat transcripts are solely for training purposes. The women who spoke with me from the loyalty department was beyond rude, short and I feel as though she completely disregarded all I had to say. Considering bell has ridiculous promotions to lure new customers in, they do not nothing for their existing customers, not even attempt to offer anything. I was told nothing can be done and when would I like to cancel. I will be cancelling at the end of this week for sure. Thanks for making my decision easier bell!

  Business Response

  Date: 11/07/2023

  Dear ******* **************,

  Can you please provide the account information to enable us to review your services?

  Thank you,

  Customer Answer

  Date: 12/07/2023

  
  Complaint: 20273182
  
  I am rejecting this response because nothing is resolved, here is my account number *********
  
  Sincerely,
  
  ******* **************

  Business Response

  Date: 14/07/2023

  Dear ******* **************,
  
  I have processed order ******** to upgrade your internet service to Fibe Gigabit 1.5. The regular monthly rate is 95.00$ to which I have applied an ongoing discount of -15.00$ and a 24 months discount of -15.00$. This will make your Internet charges at 65.00$ for the next 24 months.
  
  Finally, I have applied a one-time credit of $30.00 to lower your June 26th invoice to 65.00$ for the internet portion.
  
  Regards,
  
  ********
  Bell Canada

  Customer Answer

  Date: 18/07/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20273182, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **************

• Initial Complaint

  Date:08/07/2023

  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.

  The technician was given clear direction by a supervisor how to bring the fibre wire in the house without causing any damage. However, the technician totally disregarded the supervisor's direction and drilled a hole in the window causing damage to a brand new home. In addition he ran the wire underneath the joist. I have spoken to bell numerous times and they keep saying someone will get back to me within 48 hours which has not happen. I need my window replaced as it's integrity had been comprised. At the moment they have just put silicone in the window.

  Business Response

  Date: 20/07/2023

  Good afternoon ******* *******

  This is further to your *** complaint, I would like to confirm the following:

  Kindly note that your complaint has been forwarded to the appropriate team.

  They will follow up with you shortly.

  Regards, 

  ****** ** 

• Initial Complaint

  Date:29/06/2023

  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.

  We tried to get internet set in the duplex i live in with Bell, after being sent the modem for self installation we were told we could not self install, we called an installer to come in and set it up, we were then told we could not get internet set up because the residents upstairs have a bell account for their internet and they could not allow two bell account for the same household, we sent the modem back and everything. A month later we received a bill for the services, after calling and saying we never set the modem up or connected it to any sort of power. They are claiming we used 455gb of internet from dates before we even received the modem. No one is doing anything to help. Case manager was very rude when were trying to explain the situation. They are charging us $84.75 plus any late charges for services we never received.

  Business Response

  Date: 30/06/2023

  HI Ms *******, 

  I see you recently spoke with our case manager who noted on your account that once the final bill is created that you final balance will be zeroed out.

  Has your issue been resolved at this time?
  

  *******

• Initial Complaint

  Date:26/06/2023

  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 for several years. On May 20, 2023, I moved out of my residence at *** ****** ******* ************ **. At this time, I contacted Bell to cancel my services. The representative I spoke to suggested to put the services on hold rather than cancel since we would need services in the near future. This representative never notified me that I would be charged while the account was on hold. Today June 26, 2023 I called Bell to have the service reactivated at my new address *** ******* *** and they informed me there was an outstanding balance of $213.67. I spent several hours on the phone trying to get this resolved with no success or apologies. We had to cancel the services due to lack of trust in the company and lost all the tenure we had built. This is very disappointing.

  Business Response

  Date: 28/06/2023

  On behalf of Bell Mobility, 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 a Case Manager and they have applied adjustments for the balance and are following up next month.  As such, we deem the matter to be resolved.
  
  Kind Regards,
  
  ******
  Bell Canada