I have been a Bell customer for well over 20 years now and for the first 10 years I had no problems, minor glitched here and there but nothing major. Since moving to my new residence, almost 10 years now, I have sadly had a number of problems relating to Phone and Internet.
Here are a few problems that I experienced with Bell in the past few years:
- Lost my phone after their technician ‘accidentally’ disconnected my line while working on another persons line!? I also loved when I called the customer support to report the problem and the operator told me someone would call me to setup an appointment. Really, how are you going to do that if the phone line is not working? Brilliant. They follow their manual and anything outside of that, they can’t handle.
- Had static on my phone line for 2 years, Bell made me rewire my entire house, change my jacks, change my phones, change my answering machine,… and in the end the problem was due to the fact that their own technician had secured our ‘connection’ using a tie-wrap instead of 2 screws. As such, our ‘connections’ would vibrate and cause static. It took 10 or 11 visits before finally one of them could figure it out and when I asked him “shouldn’t one of the other technicians have caught that?”, he told me “they weren’t trained for that”. Really, you need training to check and ensure the connections are secured!
- I sent in a formal complaint to the ‘Bureau du Directeur de Bell Canada’, by snail mail, and got a phone message one day stating “This is Bell … we are sorry you are not home to take our call.”. They didn’t leave a name, nor a phone number which I could contact them at, and they never called again. So if you aren’t home at the instant they decide to look into your complaint, you are out of luck. Now that’s customer service at its’ best.
- For 6-8 month I couldn’t get any Internet usage statistic, so no way to know beforehand if I was near, or exceeding, my allotted internet usage. I had numerous conversations about the issue and found out it was a problem at large affecting numerous clients and they had brought in external consultant to help, and in the end I identified the problem when I noticed that the modem credentials had been modified (I assumed hacked), after mentioning this to the service rep a few days later everything was back up and running.
- I can’t even count the number of times I cannot access my account information, or the ‘new and improved’ e-billing service doesn’t work or is majorly late. So snail mail was more reliable then their new e-mail system. If you ask for a paper invoice, they want to charge you 2$ an invoice?! Yet they can’t seem to get their new system to work properly. Another impressive feat by Bell to improve their Customer’s life.
Today, yet again, I find myself having problems with e-mail. I can’t access them through my standard e-mail client (MS Outlook), nor can I log into their webmail (as illustrated in the image below).

What I love even more is reading the ‘Customer Commitment’ (see the image below)

So they state that they will strive to be accessible through the medium of my choice, yet you can’t send them an e-mail, nor chat with them, nor send them a text message. So the medium of my choice is to sit on the phone, deal with tech support that can’t normally help whatsoever, and get transferred around for a minimum of half an hour each call (and that is a minimum based on my past experiences and some of clients). You go on their support page, specifically regarding Internet and see that the chat button is not enabled. Thus, the only means at a customers disposal is phone support.

When things work with Bell’s service all is good, but sadly when things go wrong, their service is some of the worse I have had the misfortune of experiencing. Support agents that you cannot understand, that do not have the skillset to resolve even the simplest of problems, etc… Then the company comes out with Customer Commitment statements like the one above but give a contact page which simply does not reflect their supposed commitment to their client, a farce is what it is. Sadly though, the alternatives are not better. Based on many of my business clients experiences, comments from friends and family, all then major players are the same.
It is a very sad state that we find ourselves in. These companies, in my case Bell, want to charge you 50$/month for this, 40$/month for that, and don’t be late with your payments, but the minute you need them to actually service the service you are paying for, then things get dicey! And don’t expect the ever get an apology, a refund or anything else even if the problem was entirely their fault.
What is even worse with Bell specifically is the fact that one used to be able to contact their Customer Support by e-mail and they did away with it. So Bell has in fact reduced their support to their clients in the past years.
If only customer service meant something to such companies.