ComplaintsforBell Internet (Residential)

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  13/05/2024

  
  Complaint: 21640088
  
  I am rejecting this response because: It does not address the problem at hand.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  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

  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 response

  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

  31/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  **** ***

• Initial Complaint

  30/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  15/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  15/08/2023

  Hi,

   

  Please provide your account so we may review the request.

   

  *****

  Bell Canada

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  28/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  ******** *******

• Initial Complaint

  20/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  20/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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. 

*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. ↩