Bell
reviews and complaints

Hello,
We live in the Little Britain area of Ontario and particularly on Washburn Island.
This area used to be basically cottage country many years ago, but over the years it has grown to now have over 300 residential homes and some cottages.
Our connection strength on the Internet is very poor.
I am supposed to have supplied 5MG but often only receive the equivalent to dial up service under 2MG! We are for the most part being charged for the full 5MG, but are not receiving what we are paying for!
Our equipment is very outdated too, with many Bell Supply Boxes damaged or lines running along the ground connecting to the homes.
I can understand this years ago when it was mostly cottages, but the area has transformed over the years and really needs to be updated and supplied to the customers as they are paying for!

On may 22 bell or bells subcontractor installed an underground cable on my property for my service. The route they took was right over my electrical line and i believed they crossed the gas line also. They crossed through my septic bed. This may have caused damage or might cause damage in the near future I would like them to test my septic bed and also my electrical feed for my house

On May 21 I called in to have my Internet hooked up at my summer home. (Campground)...this call took forever.

That same night I received a confirmation email.

It showed the wrong address so I called back, after being a long time on the phone they could not help me because the order was still in process, he said it had to be more then 24hours, but he was going to note that. I should call again. I tried the next but too long of a wait on the phone.

On Sunday, May 27 I received a courtesy call, in order to confirm my appointment. It was Sunday afternoon, I was at Walmart's (answering my calls). I repeated the problem of wrong address, again after being on the phone for over 15 minutes, she returns and tells me that she cannot make the changes because it is Sunday and that department was closed, but again she tells me that she will take note, and that someone would call me. Nobody called.

On Tuesday afternoon, since nobody called, I called back, adding that I was confirming because I did not want to take the day off and nobody would show up, (because this did happen to me last summer.). They could not even find the location, finally after 30 minutes on the phone with someone from Ontario, that was actually one day younger then me so he shared, the changes were made.
After that call, I did receive another call (from a line in the United States) confirming my order.

Today, once again I take the day off work( I leave my students with a supply teacher, so not much learning today), at 2 o'clock, I receive yet a call informing me that the installation could be today, the technician was stuck! So I have to book another date. Can't, t take off again and leave my students- so I book Saturday...not sure why but I do book again.

I have been a long time Bell customer (40 years) with home services (internet, phone and tv) and mobility (4 member family plan).

I have had the "family" mobility plan for many years (10+) and every time one of my children wanted a new phone, as the main contact person, I would need to go into a Bell store with them to sign off on the contract.

My 24 year old son moved out recently and started a new job. His employer said they would reimburse him for a phone plan; but not if he was part of a family plan. He went to an alternate provider (unbeknownst to me) and Fido called Bell to have his plan switched to keep his old phone number. My son did not speak with a Bell rep to cancel his contract nor did I speak with Bell to cancel him as a member of our family plan.

I was not contacted by email or text to say that someone on the plan was terminating their contract and so it was quite a shock when I received my bill yesterday (May 26th, 2018) for $615 for "termination of agreement". I immediately called a rep to ask why neither my son nor I were given a heads up on what the cost would be. The rep couldn't help and she referred me to Customer Loyalty. (I was on hold with both for 20 minutes). The Customer Loyalty person said "oh someone would have spoken with your son to explain the cost of cancelling because we like to keep our loyal customers". But they didn't. I asked if there was anything that could be done at this stage and she said no.

I understand that there is a penalty for termination of the agreement. I just felt that after being a loyal customer for 40+ years and never trying to negotiate to get myself a better deal; just quietly paying monthly whatever the bills are - that there might have been a token apology and perhaps a token discount/credit for the fact that we didn't know the cost of the termination. Had we known of course, we would NOT have terminated the contract.

I am writing because I felt that Bell should have contacted either myself or my son to say "cancelling this contract will result in a charge of $615". Bell was always very concerned about me signing the contracts to add my family to the plan. Not so concerned about someone leaving the plan.

My nephew worked at Bell and has given me the emails for Andy Wright, Rizwan Jamal and of course George Cope but I felt that a formal complaint should be lodged as well.

Thank you,
Susan Nishida
[protected]
1465 Spring Road,
Mississauga, ONT.

I called to cancel my home phone, they stalled and then hung up on me, and it was closed when I called back. I called the next day, the first person hung up on me. Now calling for the 3rd time I am ready to cancel everything I have with Bell, I got sent through to a retention person, who offered me a deal that was worse than the one advertised on their website? When I pointed that out, I was told "I am not sales" and she cancelled everything I have with Bell and didn't seem to care at all. I have never seen a company care so little about their customers before. I called to cancel home phone and ended up cancelling home phone and unlimited internet (over $150 a month on a terrible plan). Amazing "customer service" to actually ruin any chance of staying with the company. If I could give no stars, I would have.

Signed up for Bell Fibe TV/Internet late in March. Did so via Bell's online/live system. Saved a copy of the conversation.

2nd bill increased by $5.00. No notice. Received a half hearted apology for no notice but told nothing I can do about increase. I said that was breaking our 24 month agreement/contract. Again told nothing can be done.

This after I couldn't get through on Friday, was transferred twice today and cut off once.

Installer broke our shoe rack.

2 months in and I'm incredibly soured on Bell. At least with Rogers that took years. I have paid the bill but will be seeking other services. When I cancel I will pay no cancellation fees whatsoever as I did not break the contract, Bell did.

BTW, I have kept an electronic copy of the original conversation where I even clarified the term.

After being a hold-out about getting a cell phone for several years me and my partner both got cell phones in January 2018.
I regret it completely! Never should have gotten the phones and never, never, never should have gone with Bell Canada. Can't wait until the two year commitment is up! They probably still won't have been able to answer basic questions or fix an issue in those two years. Hidden charges that can't be explained...how do companies get away with this?
I don't know if it's the employees not being trained properly, one part of the company not communicating with another, the company just not caring because they feel now that they've got you but it has been sooooooo frustrating!
Things that employees have told us contradict what other employees have said. We've gone into the Bell Store on occasion and they don't seem to have clear information on policy. It's absolutely ridiculous!
I have been a Bell Canada customer for 25 plus years with the same phone number all that time. There have been some issues over the years about their billing and how the bill just goes up for no apparent reason. The amount due was RARELY the same from month to month. When I've called to ask why on several occasions this is happening and I rarely got an answer that made sense and when I was told something would be changed it wasn't. Then I would have to spend long periods of time on the phone again with someone different only to hear some lame excuse or some new policy that the other person didn't know about. Again...it's absolutely ridiculous and unacceptable.
Then we got the cell phones and OMG...WHAT A MESS! I have never had to call a company so many times about so many issues. If someone was to ask me what our experience has been like I'd say clearly and with no hesitation...LOUSY!
I would tell anyone to try anyone else but Bell Canada not only for your phone needs but for your television and computer needs as well.

B. Noble

I had to call in several times in April to renew with Bell. I have been a loyal Bell Customer for over 30yrs with everything except cable as I was with Rogers but switched that over 2yrs ago. Anyhow although the representatives are polite I don't know what it is but mistakes keep happening which finally prompted this complaint today. I now see why people are just cancelling services or switching to new providers like ComWave. First I had about 3 messages on my home phone from bell reps that first I could not understand as they mumble, speak quickly and have a strong accent. I listened 5 times and could not make out the message and they also never leave a return phone # and just say I will call in 2 days--yes that part of the message I could understand but could never make out their names. Also your confirmation of change emails only show changes made so to me are confusing---they should show the overall effect on the bill and new monthly cost for each service. Everyone seems to have good intentions and say "Mr Johnson I understand your frustration and will fix this for you" yet in the end things are not done or done incorrectly. Here are 3 work order #'s to show my calls in and each time I am on hold and spend lots of my time to solve an issue created by Bell--# P48K76P6, P42L39N4 and P35T66X2. The lady today said my new invoice is showing as around $140+tax for both phone lines, Long distance, TV and Internet but now I have to wait a month to see and hope it gets changed and I get my credit for overdue as My Bell shows me paying $171.31+tax. I am at the point where I want to go to the CRTC as I have done all to get this fixed. This to me is just poor client service and I know as I am in a service industry myself and if I did this to my clients I would lose them. I am giving you one last chance to remedy this and for all this hastle I should get some upgrade or a much larger discount on the overall package than your loyalty department can give.

I await your reply.

I just noticed several channels have been removed from my package, yet, my bill hasn't dropped in price. I am getting less channels for the same pacakage. It seems my BETTER package is now WORSE. If something is taken away, I would expect it to be replaced with something else. If it is not replaced, I would expect a reduction in my substantial monthly payment!

I am on the Bell Fibe 300 plan with Fib Alt TV whereby the monthly service charges is fixed at $54.95 for Fibe 300 and at $14.95 for Fib Alt TV for a period of 1 year ending in Dec 2018. This month without any prior notification the service charges for Fibe 300 was increased to 59.95 although the contracted period of initially agreed upon price has not expired.

Bell account # [protected]
The Bell agent# EZ38929
Today April 26th I spoke to 3 agents at [protected], asking why bill has increased ? I have a 2 year contract & it is not supposed to be increased, they told me 3 things that were never presented to me when we agreed to have this contract for 2 years

1. The 2 year contract was on the TV only Excluding both home phone & Internet
2. The 2 year contract is on a discounted amount off the Base Price
3. They can increase the price anytime they want

I replied back that this was never presented to me, so please lower the Bill to the original price that was presented otherwise you need to cancel my service along with the early cancellation fees which he refused, advising they will charge me CAD 150 for early cancellation & that I have to wait till April 2019 to cancel, meanwhile they can keep increasing the base rates till that moment.

the agent explained that rates has to increase so they can maintain the service quality. I replied him then why are you offering 2 years contract ? also I can see you promotions on your website & being sent to me on my email, so are you paying for this promotions by increasing my rate ? then I asked him to transfer to a decision maker, the guy told please keep on the line & then hung up on me.

All I need now is to waive the cancellation fee so I can cancel with this company or keep my rate without any other increases till end of 2019, thanks

Date: Ongoing since October 2017
Acct: [protected]
We had Bell satellite at our trailer (a SUMMER residence), suspend service in Oct and reactivate in April. One would think that's simple enough - NOT SO MUCH!
2nd year in a row Bell does not understand suspend service (even though they offer it), we receive harassing calls from collections to pay out bill for service that should be suspended. We finally had enough of Bell and cancelled all service in January 2018 and returned all equipment with their waybills. To this day we are still receiving calls from collections and our bill keeps increasing when we were told we owed nothing.
We spoke with a representative in February as they had reactivated out service and we were being charged for service we could not even receive as we had no equipment. After that phone call the rep says do not pay the bill as you owe nothing.
The next month we receive a bill for even more ($90+) again we call the Philipines (spoke with Anna) and try to get someone who can speak enough english to understand, she tells me again no need to pay the bill you will receive one which states $0, we are reversing all charges as you cancelled and returned the equipment and therefore did not receive the services. Today AGAIN I receive a harassing call from Bell collections to let me know the bill has now grown to $156 and I need to pay it immediately. Even after speaking to a "supervisor" they tell me the amount is justified and I need to pay it.
How can a company keep increasing your bill when you have 1) suspended the service as of October; 2) cancelled the entire service in January; 3) returned all equipment according to their instructions in January.
No wonder Bell Canada is so rich, they keep charging people for services they do not even receive and harass them enough that they just pay it. This is not right!
PLEASE HELP ME RESOLVE THIS MATTER WITH BELL CANADA AND HAVE THEM STOP HARASSING ME.

I was with Bell Mobility for a long time, and only recently decided to change providers, to bundle with my sister. I only had a few months left on my contract, and on signing with the new provider I was told that the new cellphone laws I wouldn't be charged for anything remaining on my contract other than what I owed on my account which was $5.85 and that was paid in full before switching in February.
I am now being "hounded" by the accounting department stating that I owe $400.00 for a "loyalty termination fee", which was never told to me at the time of my joining Bell Mobility or does it state this anywhere on the Bell website.
Please respond back to this email, and let me know that I can ignore this charge, if not then I will be contacting either the BBB or my lawyer
Your help is very much appreciated
Melissa Grace Boyd [protected])

I had a month to month contract on a solo mobile account. I called to close that account. They stopped service but continued to charge me for 3 months. Then they called, harassing my parents. My mom paid and then they charged me for another 3 months. They have been trying to collect for over 7 years. I don't pay thieves. Ever. And if so many people hadn't buckled under and refused to pay, this company would never have grown.

I have placed 2 telephone calls regarding my voice mailbox.

Service with our landline was interrupted at our request while we were away.

Since our return home, Our landline has been reinstated. We have since tried to listen to our messages but are unable to access our mailbox.

Callers cannot leave a message.

Two different technicians have given me step by step instructions to enter a new pass word but both attempts have failed. The 2nd person I spoke with promised that a technician would call me within one hour or two. No one has called.

This is unacceptable.

I have lost patients with Bell Canada service and the horrible offshore call centre staff that they use. Just getting the run around for the last seven months with intermittent service while forced to loyally pay for services every month. My mother is an eighty-three year old widow living alone. Yet again she has no telephone service for the last three days. Unable to have contact with the outside world and unable to call 911 should she require emergency response. Further, Bell Canada contractors left an unmarked open pit in front of her house where last night the City's sidewalk snow removal equipment fell into the pit and had to be removed by a tow vehicle. Luckily there were no injuries to the equipment operator. I will contact the City to ensure a notice goes out to the Ministry of Labour and Technical Standards with regard to this incident. Don't know where else to turn to get service as Bell Canada has a virtual monopoly on the phone system. Please advise if possible.

We are a dental office and has been suffering for last 4days without phone lines and no internet. We have already incurred huge loss in terms of revenue and patients services.
Everyday we are told it will be fixed but nothing is done at the end. Our internet has been slowest for almost 10 years but we are charged a fee which doesn't justify the services provided. Resulting into revenue loss and tremendous amount of work to be done by employees to finish small work which could have been easily achieved with a reasonable speed internet also affected our day to day working with serever and other systems in place like electronic billing for patients.
We would like to address these issues at the earliest before we proceed with a legal course of action for all the damages incurred to our Buiseness till date. Thanks

Bhavna Walia. Manager
[protected]

I have been a loyal bell canada customer for many years. At the beginning of june 2017 my satellite stopped working and I was not able to view any programming at all.
I called in multiple times since. Virtually every couple of weeks.
In july I did receive a $50 credit and was assured that they would be able to fix the programming it would just take 24 to 48 hours to update to my system. It did not work. I called back and they still were not able to get it working. I then had to travel for work. This went on back and forth until they identified that my pvr was out dated and needed to be replaced. I never received it. (I am still getting billed for the service during this time)
I continued to call but each time I called they would tell me there was no record of my previous calls.
I when I called yet again in nov and requested service to be cancelled as I refuse to pay any bills for services not provided. Amazingly this was documented.
Today I am still arguing about my bill and the outstanding balance for the service they were not able to provide since june and was offered a credit of $64. What a joke!
This is the most disappointing treatment from a company of this magnitude that is clearly taking advantage of their customers and clearly has incompetent customer service.

My name is Beni Colalillo
Address is 73 Mountain Park Ave, Hamilton, Ont. L9A 1A1
Phone#[protected]
Bell transaction summary # [protected]
Order number: P37L92P4

I've been a customer for over 4 years.
Main problem is that your company rates change constantly. Also, Impossible to get people to help without waiting for hours. Which happened to me over and over.
In January/18 I was going to cancel my services. One of your representative offered me $102 plus hst. for all three services. TV, Internet and Phone.
Bell did not make the adjustments to my account. I called in several times. Several of the front line staff could see the commitment this person made with me but where unable to make the adjustments. I was promised at least three different times a manager would call me. I never received a call and non of the charges have been changed.
My services where cut off. I called and had a collection person contact someone in the customer retention department. Again, they seen the notes. But where unable to make the changes at that time. Promised the changes would be made. That was a week ago. Still not return call or changes made to reflect the commitment.
I called in today. Spoke to Customer Service department. Advised I have moved over to Cogeco as of April 9/18. She sent the request internally to stop all services. Provide a number to ship all the equipment back to Bell. She transferred me to the retention department. Sergei #AZ09914 was unable to locate the notes to confirm rate at $102/mth. I asked for a manager and transferred to a level 2 supervisor.

I am frustrated and angry with the amount of time and effort I have put into resolve Bell Canada's false billing.

I want one person to look over all the notes from all three of your departments and verify the correct balance that I owe based on commitments that have been made to me.

Please e-mail be at [protected]@outlook.com. Then call me on my cell#[protected] to discuss the money that is owning.

On Wednesday April 4th, I went on the Bell website (website said I was eligible for the I-Phone 6S for $0, but I kept clicking on it, and it kept telling me that it wasn't available unless I paid $49.95. I called their customer care and spoke with a gentleman. He told me I was only eligible for the I-phone 6 (couldn't have the same package I had without increasing it to get the 6S. So I agreed to the 6. They sent me the phone through canada post, and I received it the next day (April 5th) when I got home from work.

On April 6th, I called the Bell store at Oakville Place to see if I could bring in the new phone, and get help setting it up. Gentleman who answered the phone advised me that he couldn't do it at the store, that I would have to do it on line. (I was calling because I had never set up my own phone before, and wasn't sure how to do it). So, I went on-line (like the package told me to). Package info said to follow instructions that were included to install the SIM card. There were no instructions on that in the package that I was sent, so I tried looking it up. I couldn't find anything so I called their customer service help line. (this was Friday late morning). I spoke with a gentleman who advised he could talk me through it. My first question was: how do I install the SIM card. He started giving me instructions about the pin, asked me to insert the pin into the hole. I asked him where the hole was, and he explained it was on the side of the phone. I did that, and the tray popped out. He told me to pull the tray out, so I pulled it out. Then he told me to insert the SIM card. I asked him if I had to put it back on the tray, and he said no. So I inserted the SIM card into the slot, and then I told him I was trying to get the tray back in, but the SIM card was blocking it. He then realized his mistake, and told me I was supposed to put the SIM card in the tray. I told him I asked him that, and he said no. He said was totally his fault, but not to worry. If I took my phone to any Bell store, they would have the tools to help me get the card out and insert it correctly. He said he'd call me back around 12:30 (once I had time to get to the store, and get them to take the card out and insert it correctly), and then he would set up my new cell phone.

At around 12:30pm I arrived at the bell store at Oakville Place. I spoke with the manager there (Kelly), and she advised she had no such tools to take the card out, and she had no idea why he would have told me she would have them. She advised me that I should contact the customer care centre again, that they would have a record of my initial call, and they would take the phone back (as it was their staff error). I called the customer care centre when I got back to the office at about 1 pm. I spent over an hour speaking with different employees, and was finally put through to Stephen (who said he was a manager), and that they would take the phone back, and he assured me that the rep that I had spoken with in the am had put a note on the file about his mistake and he assured me that I would not have to be out of pocket for his mistake. He asked me to hold on, and transferred me to another gentleman without warning. I had no idea why I was speaking to the new gentleman, and the new gentleman seemed to have no idea why he was speaking with me either. The new gentleman started to ask me details, and then proceeded to start making fun of me for not knowing how to install the SIM card. I asked to speak with Stephen again, and he said OK. He put me on hold, and then about 15 minutes later, he disconnected the line.

So, Friday at 5:05pm (after work), I started a new call to the customer care centre. I spoke with a lady. After spending over an hour trying to explain everything to her, she advised that she would escalate my file (they would have to listen back to the original phone call), and she would have someone call me back with a resolution within 48 hours. I told her that I had received several promises from people from bell, and that I wasn't sure I wanted to just leave it at that. She promised that she would ensure someone called me back within the allotted 48 hours. I asked her to clarify, is that 48 hours, or 48 business hours (knowing that I had a small window to return the phone without being held to the 2 year contract with a phone that won't work now). She assured me it would be 48 hours (not business hours). So I took her at her word, and ended the call.

Well, it is now 1:33 pm on Monday (almost another 24 hours after the deadline). I have tried contacting Bell again, and still have no call back (or contact whatsoever). I do not have any confidence that I will get a satisfactory resolution from Bell unless I bring other people in to monitor what they are doing.

I do not think it is fair that they will not help someone set up a new device in person, and they force someone to do it over the phone (and then they have people on their end that do not explain correctly how to do these things). I do not feel it is fair that I pay for a damaged device (which is what they are telling me will happen), when it was their employee essentially that damaged the device.

Please help!