Initial Business Response / [redacted] (**00, **, **16/ This complaint was closed back on December Bell Aliant provided the customer with the regular rates of our products and servicesBell Aliant offered the customer a $***/month loyalty discount but explained that the prices listed on our website are regular in-market pricingBell Aliant does not provide promotions aimed at new customers to existing customersHe would have already received his "new customer" promotion when he added his servicesThe customer did receive that promotion for 2-yearsBell Aliant provided the customer with an explanation of our speeds for internet service and explained that our internet speeds are "up to" a specific speedBell Aliant does not guarantee uninterrupted serviceThe customer was not satisfied with the explanations provided but there is nothing further we can do for this customerOur prices are as is and the customer is under no obligation to retain service with Bell Aliant Initial Consumer Rebuttal / [redacted] (3000, 16, **16/ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the attached response I sent to Bell AliantHere on [redacted] , Bell is basically the only internet provider so I guess that gives them the right to think they can do nothing to improve the quality of their serviceTrue , were are not obligated to retain Bell service, but we do need internet, so I guess we have to take the poor service at a premium rate Hi ***Sorry about not getting back to you, but we have been awayHow does Bell justify $ [redacted] a month for internet that does not give the speed as advertisedYou have already admitted that Bell has a problem hereI say a president has been set with the $ [redacted] a month discount we were getting previously, and we should continue to get it until Bell corrects the internet problems they have here [redacted] As I said early in an email to you, $ [redacted] a month discount is a slap in the face when the price is so over inflated to begin withI will take a plan available like the ones below for $ [redacted] a monthBig difference, **MBPS from your supposed 7MBPS plus other services includedWe need offers like that hereMaybe I need to take this to the [redacted] and mediaI know first hand there are many unhappy Bell customers here on [redacted] I just checked my download speed, surprisingly 6.85mbps, upload was mbpsThe article below from the [redacted] says a minimum of mbpsOur earlier email requested the continued discount we were getting until Bell resolves their issues here As a result, the [redacted] has set a target speed for broadband Internet access across Canada ( [redacted] )By the end of **15, the [redacted] expects all Canadians to have access to broadband speeds of at least: Mbps for downloads (data that consumers are receiving from the Internet, including files, web sites, pictures, music, and movies) Mbps for uploads (data that consumers are sending to the Internet) Starter Good Most Popular Better Best Entry level bundle with Internet, TV and Home Phone 2x faster Internet, more popular channels + everything in Starterfor only $**/momore **% faster downloads, HD & PVR, Can./US LD + everything inGood for only $**/momore Premium Movies + everything in Better for only $**/momore Fastest Internet More details **/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons FibreOP TV More details 160+ channels Popular channels and networks Add-ons 170+ channels Adds U.Sspecialty channels to Starter's programming Add-ons 235+ channels HD + Whole Home PVR Restart Adds HD to Good's programming Add-ons 260+ channels HD + Whole Home PVR Restart [redacted] Add-ons FibreOP Home Phone More details calling features Add-ons calling features Add-ons Canada & U.Scalling+ calling features Add-ons Canada & U.Scalling+ calling features Add-ons Price $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details Savings $ [redacted] over years $ [redacted] over years $ [redacted] over years $ [redacted] over years Installation More details $ [redacted] $ [redacted] $ [redacted] $ [redacted] Order now Order nowCustomize Order nowCustomize Order nowCustomize Thanks, [redacted] Good Morning; Regular pricing for Bell Aliant high speed internet service is ***/month I have offered you a $***/month discount for the next [redacted] months I have added this to your account but that is the maximum monthly creditI have provided an update to the Revdex.com but if you have any further questions, please let me know Thanks, [redacted] Customer Insight & Resolution Specialist Phone: [redacted] Fax: [redacted] Customer Insight & Resolution Centre: [redacted] Email: [redacted] @bellaliant.ca -----Original Message----- From: [redacted] mailto: [redacted] @gmail.com Sent: Wednesday, December 16, **6:PM To: [redacted] , [redacted] Subject: Re: BELL ALIANT INTERNET SERVICE Hi [redacted] The discount rate of $ [redacted] plus tax was because we were a new customer and probably under a year contractAs I understand, contracts are now a thing of the pastOur new price is now $ [redacted] plus tax for " ULTRA HIGH SPEED" internetThat is way over priced even if it did work most of the time, but it doesn't, and you have admitted that we do have problems in our area with slow speedI would think that Bell could afford to discount rates of affected customers until the situation is corrected, and not just by $ [redacted] eitherThat is a slap in the face to usWith Bell being the only choice here on [redacted] , having that monopoly here comes with responsibilitiesThank you, [redacted] Complaint ID#: [redacted] Business Name: Bell Aliant You recently requested our help concerning a problem with the company named above The company has not responded to the Revdex.com to dateIf you have heard from the company please contact the Revdex.com at [redacted] @ap.Revdex.com.org We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint Click here to go directly to your complaint Sincerely, [redacted] Marketplace Counsellor [redacted] @ap.Revdex.com.org
Initial Business Response / [redacted] (1000, 5, 2016/07/11) */ Called and spoke to [redacted] concerning Bell Aliant account that was set up in errorAdvised [redacted] balance is cleared and nothing is owingAdvised credit department as well to ensure no further collection attemptsThis has been resolved to customer satisfaction Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com for all your help in resolving this matterBell has zero'd my account and contacted their collection agency to close the claim
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] I have made attempts to contact this customer and left voice messagesCustomer did not respond to my messagesSince there has been no response I will close this complaint Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2016/06/06) */ I contacted [redacted] on May 31, and left a voice message to advise a Bell Aliant repair technician would be out June 1, I have verified with the technician that the customer's internet has been tested and no issue to be foundSpeeds are not guaranteed and signal strength may vary depending on use of wireless devices and strength may vary once bandwidth gets to greatI have left a voice message with [redacted] with no response Bell Aliant has closed this complaint Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just because it was working fine while the tech was thereDoes not mean there are no issuesWe did our own speeds tests after Bell Aliants business hours and gave those ridiculously low download and upload speeds to the tech when he leftDownloads of 0.11mbps and uploads of 0.01mbps is unacceptable [redacted] We still have the same issues[redacted] Final Business Response / [redacted] (4000, 12, 2016/06/15) */ Bell Aliant has dispatched numerous technicians to the customer's home and each time we've conducted our speed tests and determine that the customer is receiving speeds within range of their internet service [redacted] continues to report issues with internet speedsBell Aliant has determined that [redacted] is using bandwidth in excess and this is causing slow speeds with their service Bell Aliant has advised the customer that should [redacted] continue to report this issue and we determine that there is no problem at the premise, Bell Aliant will begin billing for the repair call which is advised to each customer at the time of reporting an issue Bell Aliant received a call today from [redacted] to advise that their service is now working to their satisfaction and they are happy with the outcome and understand the process for future repair issues Final Consumer Response / [redacted] (4200, 14, 2016/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] does our testing for us as we are not tech savvyHe does not even live full time at this residenceSo how can he be using excess bandwidth? We are usually the only ones using this serviceWe are having issues once again todayOur download speeds are and our upload speeds are [redacted] YesIt was working fine the other dayTodayIs a different story
Initial Business Response / [redacted] (1000, 10, 2015/02/24) */ I tried reaching customer by phone with no responseI sent an email on Feb 17, along with bill statements showing proof of amount owing of $I attempted to retrieve phone call dated Dec 19, with no data applicableThere is no adjustment being issued and no notes indicating a credit was to be issuedThe credits for the charges were appliedThe billing does not justify any creditBell Aliant considers this closed Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bell continues to make excuses for why they can't find any evidence of the phone call in questionFirst they said there were no records of the call, then when I proved that there were, they claim the recording of such phone calls are only available for daysThen she tells me that unless I have his name (which was possibly ***), there's nothing she could doI told her she might want to look at who was answering the phone that day, since we know the day, time, and the number I calledBell does not want to take responsibility for its employees giving out informationI'd also like to point out that when I returned the cable boxes and remotes to the Bell store in the [redacted] the employee who processed the transaction [redacted] didn't say a word about the a lance on the account [redacted] If an employee didn't tell me there was a credit on the account, why would I tell my partner only minutes after the phone call took place what the employee said? I'm not even asking for the credit the employee told me I was owed in the first place, I simply want the "balance" removed and the account finally closedThe point is that I called Bell to give them the reference number for the returned cable boxes which they charged me for after I returned them so they would reverse the charge, at which point after their employee corrected their ERROR, I asked if there was a balance on the accountHe said NO, and I took his word for factWhen he said there was a $credit that would be taken off my next bill, I had to point out the whole reason for my call was that I cancelled the account because I moved and therefore I would not be receiving anymore bills[redacted] Business Rebuttal: After review of the Bell Aliant account, there are no adjustments being issuedBell Aliant stands with decision that the balance owing is $Bell Aliant considers this closed Final Consumer Response / [redacted] (4200, 16, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] In the documents I provided there was a screen shot of a text message sent December 19th to my fiancé, in which I told him the employee said we were being issued a credit of $Clearly it was not a doctored photo by any meansBell Aliant needs to take responsibility over what their employees tell customers[redacted] The very LEAST Bell could do is subtract the $off the balance they are so adamant that I oweIt is beyond ridiculous that their employees can have an entire minute conversation with a customer and mysteriously have no record of it Final Business Response / [redacted] (4000, 18, 2015/03/30) */ After further review of the Bell Aliant account, I apologize to Ms [redacted] that unfortunately we are unable to retrieve information as to who the customer spoke with on Dec19, The bill statements that were provided to the customer justify the billing and does not indicate the customer was to receive any credit of $Bell Aliant stands with decision that the balance owing is $Bell Aliant considers this closed
My parents have been without telephone and tv service since early Wednesday AM. When we called for assistance we were told the earliest a tech could be sent out was Saturday between 8-noon. My father is very ill and my parents need to be able to call for an ambulance in a moments notice and receive calls from doctors and hospitals regarding appointments. We explained this to Bell and they maintained that it would still be Saturday before a tech would be sent out.
When we inquired if my parents had internet if the service would happen quicker we were told yes!
This is unacceptable as my fathers safety is of utmost importance.
It is now Saturday and a technician should up after noon and established that a cable is broken. My parents are now waiting for a boom truck to arrive and we’re told it would happen ASAP and not given a definite time.
This has been an incredibly frustrating situation, from the date for repair to being told a supervisor would call us back and never getting a call. Bell never offered my parents any solutions eg call forwarding or any compensation. I am truly disgusted by this company’s lack of concern, and lack of service.
Final Consumer Response / [redacted] (2000, 6, 2017/02/06) */ Bell has resolved this issueA representative from their [redacted] support team sorted it all out for meThey removed the modem charges, late fee charges, and only charged me for what internet services I was provided
Initial Business Response / [redacted] (1000, 5, 2015/03/04) */ The customer's service was installed on Nov 26, We were sending her bills to her physical addrss in [redacted] Although the customer was using the service from Nov onward she did not contact us to find out why she was not receiving a bill until Feb 6, at which time it was discovered that the billing address was incorrectWith regards to being disconnected without notice, our accounts receivable department did try to contact her by phone on Feb 21, a message was left at that time with a 3rd partyThe customer did not call back and the service was suspended by accounts receivable on Feb The customer paid the amount owing and requested the service completely disconnectedI have spoken with [redacted] regarding this and informed her that I would not be issuing any credits to her account as she was using a service that she was fully aware that she had to pay forThe late fees had previously been adjusted by another agentI am sending copies of all bills on the account to the correct address for the custoemr's records
Initial Business Response / [redacted] (1000, 5, 2017/09/21) */ Contact Name and Title: [redacted] Contact Email: [redacted] I spoke with the customer and provided the adjustment for the overbilling of the bundle since June ($ [redacted] X months = $ [redacted] + tax) and increased the monthly discount to what he was quoted from $***/month to $ [redacted] which expires in February Customer was still not happy as says was quoted $ [redacted] with tax inThis also includes free set top box rentals ($***/month) and free Movie Package $***/month) all until February Advised we do not quote taxes and he is getting the $ [redacted] as the bundle is [redacted] /month plus [redacted] fee and community calling feeThis is all confirmed in the email that was sent to the customer in February as well as noted on the customer's accountBell Aliant has closed the file Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I chose NO because this company keeps telling me the offer I'm getting is the BEST and that they reviewed notes ecetera from initial representativeI keep telling them ( [redacted] ) Customer Resolution Specialist with Bell and she still says this is the best offer and she doesn't understand why I'm NOT SATISFIEDI continually say what my verbal offer was back in Feb.07/and she tells me she can only go by that reps notes and there is NO recording of that conversationMy initial quote was in the $***dollar and included Movie channels [redacted] , plus digital wifi boxes equivalent to best packageThis was to be for years price barring of course all round price hikesTaxes includedThey keep telling me this could NOT be offered as they do NOT quote taxes and that the channels were only a month promoI keep telling them sorry I know what was quoted verbally as I repeated back over to the rep a couple of times as I was only paying $[redacted] with [redacted] taxes in which went to $ [redacted] with there price hike over the yearsThis was similar to the package I have with BEll now minus the fact I was getting wifi boxes and liked there guide and TV rewind setupThey say I also get the fibre but in reality I see NO big difference to my serviceRight now it is the principle of what I was offered NOT the fact what they're giving me is a good packageTotally peeved with thisI will be telling Bell I have excepted as I am frustrated with this as it has been ongoing and I'm sick and tired of the bickering and told I'm incorrectCaveat EmptorWill not happen againI was with [redacted] for years and never had this issueShould of stayed
Initial Business Response / [redacted] (1000, 7, 2016/06/13) */ Dear [redacted] Per our conversation this morning regarding a $ [redacted] deposit refund you are requestingPlease see the attached bill register as we are showing this deposit was released to your Bell Aliant account [redacted] In October there was an account setup under [redacted] to install Bell Aliant services with a $ [redacted] deposit to be paidThe deposit was made towards this accountHowever, there was an account also established under [redacted] as [redacted] was requested to bring this # to Bell Aliant from another provider The deposit of $ [redacted] was transferred from the old account [redacted] to the new account [redacted] but should have been held on your account as a deposit instead of being applied as a credit for $ [redacted] There was a misapplied payment of $ [redacted] that was also transferred from [redacted] to [redacted] I hope that this information has been helpful Bell Aliant has closed this complaint Thanks [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/11/01) */ Bell Aliant contacted the customer and agreed since he is an excellent standing customer with Bell Aliant, to waive the service charge to upgrade to **The work order was issued and dated for Saturday afternoonCustomer was very happy with the outcomeBell Aliant and the customer consider the issue resolved and closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was very pleasant and was efficient and stayed true to her word[redacted]
Initial Business Response / [redacted] (1000, 16, 2017/09/14) */ Emailed [redacted] and advised that based on my investigation through out Web Care App that we were not able to find any critical error with her modem connection (drops / disconnects) over the last weeksI advised that based on our conversation her issue is with the WIFI connection and that Bell Aliant does not compensate for poor WIFII did offer and [redacted] accepted a retention offer that she qualifies for and that has been appliedI also left her my contact information for her to reach out to in case she needs assistance due to the hearing issueThis matter is now closed Customer's reply - Hi, Then it's the wifi acting up at least it's working at some point, encountered another disconnection this morning again, and it's quite disappointing$ [redacted] reduction off the bill a month? Well I'll take it Thank you Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 18, 2017/09/14) */ Hi, Then it's the wifi acting up at least it's working at some point, encountered another disconnection this morning again, and it's quite disappointing$ [redacted] reduction off the bill a month? Well I'll take it Thank you Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ I attempted to contact the customer with no responseI have emailed the customer the following Good Afternoon [redacted] I attempted to contact you by telephone with no responseAfter further review of our Bell Aliant website, you are considered existing customerAll products, services, and pricing are subject to change and may differentiate depending on availability, customer scenario, and location Please contact me should you have any further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) One attempt was made to contact me by telephone and a message was left.I have made several attempts to return the call just to get voicemailThe written response from Bell in no way addresses my original complaint Final Business Response / [redacted] (4000, 9, 2016/01/26) */ [redacted] 's Bell Aliant account included the unlimited Provincial long distance plan at no charge in his bundleOn Nov 26, we received a request through our bellaliant.net website to change the long distance plans to unlimited Canada/USSince [redacted] is an existing customer, the long distance plan is not included in his current bundle which caused an increase of $ [redacted] a month [redacted] contacted Bell Aliant regarding this increase and was offered the CAN/US long distance at no charge with his bundle as an exceptionAdjustment was issued for $ [redacted] plus tax for overbilling from Nov 26, to Dec 9, The representative did not rate this plan correctly causing an overbilling on the Jan 9, statementAdjustment was issued on Jan 16, for $ [redacted] plus tax and will be applicable on the Feb 16, billNo further adjustments will be applied and I have forwarded his comments to the appropriate departmentBell Aliant has closed this complaint Final Consumer Response / [redacted] (4200, 11, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the refundHoweverBell has not acknowledged their website is wrong and continues to advertise the Canada/us package to better and best customers at $with no reference to it applying to new customers only
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ I spoke with Mr [redacted] today November 18, and apologized for the service he receivedThe offer by Bell Aliant is for $ [redacted] for 36months and not $***that was offered by one of our sales agentThere was no signed agreement showing this offerI thanked him for bringing this to our attention and have forwarded this to the appropriate department for coaching purposes Bell Aliant has closed this complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2016/12/21) */ Bell Aliant provided an adjustment to the customer in the amount of $ [redacted] + tax and another for $ [redacted] + taxI provided the customer with a one-month credit of $ [redacted] + tax and apologized to the customer for the issue this has causedEmail was provided to the customer on December but there has been no response from the customerBell Aliant has closed the file as resolved
I spoke with [redacted] on March 27, and apologized for the service he received I explained a credit balance of $(tax included) on account and confirmed with [redacted] to transfer this amount to Bell Aliant account A refund cheque for $was issued on March 13, from account and to allow at least 2-weeks for refund Per my discussion with the customer he was to contact me back by end of day March 27th should he still not have received the cheque with no response Bell Aliant issued an adjustment for $plus tax on account This will be applicable to April 9, statement Bell Aliant considers issue resolved and closed
Initial Business Response / [redacted] (1000, 6, 2015/04/28) */ Spoke with customer, says he was not "advised" by agent of the promotion when he ordered highspeed internetI explained the monthly bill says Bell Aliant High-Speed Promotion and we do not quote future prices due to rate increases, etcI explained the account notes indicate he was on a promotional rate, he feels what Bell Aliant did was "deceptive and almost illegal" and wondered where the "discloure of promotions are listed"I explained our website, he said he was not given our websiteI then explained the charges are valid and we will not be providing any credit [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Had I known this promotion would expire in [redacted] ***, I would have negotiated my rates in [redacted] or even [redacted] [redacted] This is something I would have taken care of had everything been disclosed to meI was never given any disclosure nor was I advised to read them on the website at the time when we originally negotiated rates [redacted] Final Business Response / [redacted] (4000, 10, 2015/05/04) */ This will confirm Bell Aliant will not be issuing any credits on the account as advised to [redacted] on [redacted]
I spoke with Mr [redacted] on November 6, and confirmed mailing and email address Adjustment has been issued for $for late payment charges billed on August, September and October bills Adjustment has been issued for $plus tax for overbilling of unlimited Canada/US long distance plan on August, September and October bills These adjustments will be applicable to November 12, statement Bell Aliant has made payment arrangements with [redacted] and provided bill copies from August – October via mail I apologized for the inconvenience he experienced as he tried to resolve billing issues Bell Aliant considers issue resolved and closed
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Bell Aliant has contacted the customer and have disconnected the phone and tv service from this account as requestedThe billing will end on [redacted] **th for these two servicesApologized the account was not disconnected on the date requested The issue has been resolved and the customer is satisfied with the outcomeBell Aliant and the customer consider the matter resolved and closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ I have spoken with Mr [redacted] in regards to the complaint that he filedI have explained to the customer the reason behind the **$ charge if the issue is found to be customer equipmentFor example if the technician were to go to the customer's home and finds the issue to be with the TV set the customer ownsI did advise the customer that there would not be a charge if the issue was found to be Bell Aliant equipment, for example modem, TV set top box etcThe customer does not agree with this policyI did provide the customer with a credit for the 2nd TV receiver for the duration that it was on his account Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) My understanding was that if the issue was not Bell's equipment I would have to pay $**I took this to mean something like the cable connectionThe non working tv was a new flatscreen so I doubt that it was the problemI just didn't want to be on the hook for $**on their say so and still be left without cable service upstairsso I will take their rebateI mentioned that we had problems after some summer thunderstormsand that the downstairs tv was reconnected but not the upstairs oneHowever that didn't seem to matter
Initial Business Response / [redacted] (**00, **, **16/ This complaint was closed back on December Bell Aliant provided the customer with the regular rates of our products and servicesBell Aliant offered the customer a $***/month loyalty discount but explained that the prices listed on our website are regular in-market pricingBell Aliant does not provide promotions aimed at new customers to existing customersHe would have already received his "new customer" promotion when he added his servicesThe customer did receive that promotion for 2-yearsBell Aliant provided the customer with an explanation of our speeds for internet service and explained that our internet speeds are "up to" a specific speedBell Aliant does not guarantee uninterrupted serviceThe customer was not satisfied with the explanations provided but there is nothing further we can do for this customerOur prices are as is and the customer is under no obligation to retain service with Bell Aliant Initial Consumer Rebuttal / [redacted] (3000, 16, **16/ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the attached response I sent to Bell AliantHere on [redacted] , Bell is basically the only internet provider so I guess that gives them the right to think they can do nothing to improve the quality of their serviceTrue , were are not obligated to retain Bell service, but we do need internet, so I guess we have to take the poor service at a premium rate Hi ***Sorry about not getting back to you, but we have been awayHow does Bell justify $ [redacted] a month for internet that does not give the speed as advertisedYou have already admitted that Bell has a problem hereI say a president has been set with the $ [redacted] a month discount we were getting previously, and we should continue to get it until Bell corrects the internet problems they have here [redacted] As I said early in an email to you, $ [redacted] a month discount is a slap in the face when the price is so over inflated to begin withI will take a plan available like the ones below for $ [redacted] a monthBig difference, **MBPS from your supposed 7MBPS plus other services includedWe need offers like that hereMaybe I need to take this to the [redacted] and mediaI know first hand there are many unhappy Bell customers here on [redacted] I just checked my download speed, surprisingly 6.85mbps, upload was mbpsThe article below from the [redacted] says a minimum of mbpsOur earlier email requested the continued discount we were getting until Bell resolves their issues here As a result, the [redacted] has set a target speed for broadband Internet access across Canada ( [redacted] )By the end of **15, the [redacted] expects all Canadians to have access to broadband speeds of at least: Mbps for downloads (data that consumers are receiving from the Internet, including files, web sites, pictures, music, and movies) Mbps for uploads (data that consumers are sending to the Internet) Starter Good Most Popular Better Best Entry level bundle with Internet, TV and Home Phone 2x faster Internet, more popular channels + everything in Starterfor only $**/momore **% faster downloads, HD & PVR, Can./US LD + everything inGood for only $**/momore Premium Movies + everything in Better for only $**/momore Fastest Internet More details **/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons ***/ [redacted] Up to Mbps Add-ons FibreOP TV More details 160+ channels Popular channels and networks Add-ons 170+ channels Adds U.Sspecialty channels to Starter's programming Add-ons 235+ channels HD + Whole Home PVR Restart Adds HD to Good's programming Add-ons 260+ channels HD + Whole Home PVR Restart [redacted] Add-ons FibreOP Home Phone More details calling features Add-ons calling features Add-ons Canada & U.Scalling+ calling features Add-ons Canada & U.Scalling+ calling features Add-ons Price $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details $ [redacted] / mo 3-year fixed price [redacted] Reg: $ [redacted] / mo Pricing details Savings $ [redacted] over years $ [redacted] over years $ [redacted] over years $ [redacted] over years Installation More details $ [redacted] $ [redacted] $ [redacted] $ [redacted] Order now Order nowCustomize Order nowCustomize Order nowCustomize Thanks, [redacted] Good Morning; Regular pricing for Bell Aliant high speed internet service is ***/month I have offered you a $***/month discount for the next [redacted] months I have added this to your account but that is the maximum monthly creditI have provided an update to the Revdex.com but if you have any further questions, please let me know Thanks, [redacted] Customer Insight & Resolution Specialist Phone: [redacted] Fax: [redacted] Customer Insight & Resolution Centre: [redacted] Email: [redacted] @bellaliant.ca -----Original Message----- From: [redacted] mailto: [redacted] @gmail.com Sent: Wednesday, December 16, **6:PM To: [redacted] , [redacted] Subject: Re: BELL ALIANT INTERNET SERVICE Hi [redacted] The discount rate of $ [redacted] plus tax was because we were a new customer and probably under a year contractAs I understand, contracts are now a thing of the pastOur new price is now $ [redacted] plus tax for " ULTRA HIGH SPEED" internetThat is way over priced even if it did work most of the time, but it doesn't, and you have admitted that we do have problems in our area with slow speedI would think that Bell could afford to discount rates of affected customers until the situation is corrected, and not just by $ [redacted] eitherThat is a slap in the face to usWith Bell being the only choice here on [redacted] , having that monopoly here comes with responsibilitiesThank you, [redacted] Complaint ID#: [redacted] Business Name: Bell Aliant You recently requested our help concerning a problem with the company named above The company has not responded to the Revdex.com to dateIf you have heard from the company please contact the Revdex.com at [redacted] @ap.Revdex.com.org We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint Click here to go directly to your complaint Sincerely, [redacted] Marketplace Counsellor [redacted] @ap.Revdex.com.org
Initial Business Response / [redacted] (1000, 5, 2016/07/11) */ Called and spoke to [redacted] concerning Bell Aliant account that was set up in errorAdvised [redacted] balance is cleared and nothing is owingAdvised credit department as well to ensure no further collection attemptsThis has been resolved to customer satisfaction Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.com for all your help in resolving this matterBell has zero'd my account and contacted their collection agency to close the claim
Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] I have made attempts to contact this customer and left voice messagesCustomer did not respond to my messagesSince there has been no response I will close this complaint Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 6, 2016/06/06) */ I contacted [redacted] on May 31, and left a voice message to advise a Bell Aliant repair technician would be out June 1, I have verified with the technician that the customer's internet has been tested and no issue to be foundSpeeds are not guaranteed and signal strength may vary depending on use of wireless devices and strength may vary once bandwidth gets to greatI have left a voice message with [redacted] with no response Bell Aliant has closed this complaint Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just because it was working fine while the tech was thereDoes not mean there are no issuesWe did our own speeds tests after Bell Aliants business hours and gave those ridiculously low download and upload speeds to the tech when he leftDownloads of 0.11mbps and uploads of 0.01mbps is unacceptable [redacted] We still have the same issues[redacted] Final Business Response / [redacted] (4000, 12, 2016/06/15) */ Bell Aliant has dispatched numerous technicians to the customer's home and each time we've conducted our speed tests and determine that the customer is receiving speeds within range of their internet service [redacted] continues to report issues with internet speedsBell Aliant has determined that [redacted] is using bandwidth in excess and this is causing slow speeds with their service Bell Aliant has advised the customer that should [redacted] continue to report this issue and we determine that there is no problem at the premise, Bell Aliant will begin billing for the repair call which is advised to each customer at the time of reporting an issue Bell Aliant received a call today from [redacted] to advise that their service is now working to their satisfaction and they are happy with the outcome and understand the process for future repair issues Final Consumer Response / [redacted] (4200, 14, 2016/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] does our testing for us as we are not tech savvyHe does not even live full time at this residenceSo how can he be using excess bandwidth? We are usually the only ones using this serviceWe are having issues once again todayOur download speeds are and our upload speeds are [redacted] YesIt was working fine the other dayTodayIs a different story
Initial Business Response / [redacted] (1000, 10, 2015/02/24) */ I tried reaching customer by phone with no responseI sent an email on Feb 17, along with bill statements showing proof of amount owing of $I attempted to retrieve phone call dated Dec 19, with no data applicableThere is no adjustment being issued and no notes indicating a credit was to be issuedThe credits for the charges were appliedThe billing does not justify any creditBell Aliant considers this closed Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bell continues to make excuses for why they can't find any evidence of the phone call in questionFirst they said there were no records of the call, then when I proved that there were, they claim the recording of such phone calls are only available for daysThen she tells me that unless I have his name (which was possibly ***), there's nothing she could doI told her she might want to look at who was answering the phone that day, since we know the day, time, and the number I calledBell does not want to take responsibility for its employees giving out informationI'd also like to point out that when I returned the cable boxes and remotes to the Bell store in the [redacted] the employee who processed the transaction [redacted] didn't say a word about the a lance on the account [redacted] If an employee didn't tell me there was a credit on the account, why would I tell my partner only minutes after the phone call took place what the employee said? I'm not even asking for the credit the employee told me I was owed in the first place, I simply want the "balance" removed and the account finally closedThe point is that I called Bell to give them the reference number for the returned cable boxes which they charged me for after I returned them so they would reverse the charge, at which point after their employee corrected their ERROR, I asked if there was a balance on the accountHe said NO, and I took his word for factWhen he said there was a $credit that would be taken off my next bill, I had to point out the whole reason for my call was that I cancelled the account because I moved and therefore I would not be receiving anymore bills[redacted] Business Rebuttal: After review of the Bell Aliant account, there are no adjustments being issuedBell Aliant stands with decision that the balance owing is $Bell Aliant considers this closed Final Consumer Response / [redacted] (4200, 16, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] In the documents I provided there was a screen shot of a text message sent December 19th to my fiancé, in which I told him the employee said we were being issued a credit of $Clearly it was not a doctored photo by any meansBell Aliant needs to take responsibility over what their employees tell customers[redacted] The very LEAST Bell could do is subtract the $off the balance they are so adamant that I oweIt is beyond ridiculous that their employees can have an entire minute conversation with a customer and mysteriously have no record of it Final Business Response / [redacted] (4000, 18, 2015/03/30) */ After further review of the Bell Aliant account, I apologize to Ms [redacted] that unfortunately we are unable to retrieve information as to who the customer spoke with on Dec19, The bill statements that were provided to the customer justify the billing and does not indicate the customer was to receive any credit of $Bell Aliant stands with decision that the balance owing is $Bell Aliant considers this closed
My parents have been without telephone and tv service since early Wednesday AM. When we called for assistance we were told the earliest a tech could be sent out was Saturday between 8-noon. My father is very ill and my parents need to be able to call for an ambulance in a moments notice and receive calls from doctors and hospitals regarding appointments. We explained this to Bell and they maintained that it would still be Saturday before a tech would be sent out.
When we inquired if my parents had internet if the service would happen quicker we were told yes!
This is unacceptable as my fathers safety is of utmost importance.
It is now Saturday and a technician should up after noon and established that a cable is broken. My parents are now waiting for a boom truck to arrive and we’re told it would happen ASAP and not given a definite time.
This has been an incredibly frustrating situation, from the date for repair to being told a supervisor would call us back and never getting a call. Bell never offered my parents any solutions eg call forwarding or any compensation. I am truly disgusted by this company’s lack of concern, and lack of service.
Final Consumer Response / [redacted] (2000, 6, 2017/02/06) */ Bell has resolved this issueA representative from their [redacted] support team sorted it all out for meThey removed the modem charges, late fee charges, and only charged me for what internet services I was provided
Initial Business Response / [redacted] (1000, 5, 2015/03/04) */ The customer's service was installed on Nov 26, We were sending her bills to her physical addrss in [redacted] Although the customer was using the service from Nov onward she did not contact us to find out why she was not receiving a bill until Feb 6, at which time it was discovered that the billing address was incorrectWith regards to being disconnected without notice, our accounts receivable department did try to contact her by phone on Feb 21, a message was left at that time with a 3rd partyThe customer did not call back and the service was suspended by accounts receivable on Feb The customer paid the amount owing and requested the service completely disconnectedI have spoken with [redacted] regarding this and informed her that I would not be issuing any credits to her account as she was using a service that she was fully aware that she had to pay forThe late fees had previously been adjusted by another agentI am sending copies of all bills on the account to the correct address for the custoemr's records
Initial Business Response / [redacted] (1000, 5, 2017/09/21) */ Contact Name and Title: [redacted] Contact Email: [redacted] I spoke with the customer and provided the adjustment for the overbilling of the bundle since June ($ [redacted] X months = $ [redacted] + tax) and increased the monthly discount to what he was quoted from $***/month to $ [redacted] which expires in February Customer was still not happy as says was quoted $ [redacted] with tax inThis also includes free set top box rentals ($***/month) and free Movie Package $***/month) all until February Advised we do not quote taxes and he is getting the $ [redacted] as the bundle is [redacted] /month plus [redacted] fee and community calling feeThis is all confirmed in the email that was sent to the customer in February as well as noted on the customer's accountBell Aliant has closed the file Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I chose NO because this company keeps telling me the offer I'm getting is the BEST and that they reviewed notes ecetera from initial representativeI keep telling them ( [redacted] ) Customer Resolution Specialist with Bell and she still says this is the best offer and she doesn't understand why I'm NOT SATISFIEDI continually say what my verbal offer was back in Feb.07/and she tells me she can only go by that reps notes and there is NO recording of that conversationMy initial quote was in the $***dollar and included Movie channels [redacted] , plus digital wifi boxes equivalent to best packageThis was to be for years price barring of course all round price hikesTaxes includedThey keep telling me this could NOT be offered as they do NOT quote taxes and that the channels were only a month promoI keep telling them sorry I know what was quoted verbally as I repeated back over to the rep a couple of times as I was only paying $[redacted] with [redacted] taxes in which went to $ [redacted] with there price hike over the yearsThis was similar to the package I have with BEll now minus the fact I was getting wifi boxes and liked there guide and TV rewind setupThey say I also get the fibre but in reality I see NO big difference to my serviceRight now it is the principle of what I was offered NOT the fact what they're giving me is a good packageTotally peeved with thisI will be telling Bell I have excepted as I am frustrated with this as it has been ongoing and I'm sick and tired of the bickering and told I'm incorrectCaveat EmptorWill not happen againI was with [redacted] for years and never had this issueShould of stayed
Initial Business Response / [redacted] (1000, 7, 2016/06/13) */ Dear [redacted] Per our conversation this morning regarding a $ [redacted] deposit refund you are requestingPlease see the attached bill register as we are showing this deposit was released to your Bell Aliant account [redacted] In October there was an account setup under [redacted] to install Bell Aliant services with a $ [redacted] deposit to be paidThe deposit was made towards this accountHowever, there was an account also established under [redacted] as [redacted] was requested to bring this # to Bell Aliant from another provider The deposit of $ [redacted] was transferred from the old account [redacted] to the new account [redacted] but should have been held on your account as a deposit instead of being applied as a credit for $ [redacted] There was a misapplied payment of $ [redacted] that was also transferred from [redacted] to [redacted] I hope that this information has been helpful Bell Aliant has closed this complaint Thanks [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/11/01) */ Bell Aliant contacted the customer and agreed since he is an excellent standing customer with Bell Aliant, to waive the service charge to upgrade to **The work order was issued and dated for Saturday afternoonCustomer was very happy with the outcomeBell Aliant and the customer consider the issue resolved and closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was very pleasant and was efficient and stayed true to her word[redacted]
Initial Business Response / [redacted] (1000, 16, 2017/09/14) */ Emailed [redacted] and advised that based on my investigation through out Web Care App that we were not able to find any critical error with her modem connection (drops / disconnects) over the last weeksI advised that based on our conversation her issue is with the WIFI connection and that Bell Aliant does not compensate for poor WIFII did offer and [redacted] accepted a retention offer that she qualifies for and that has been appliedI also left her my contact information for her to reach out to in case she needs assistance due to the hearing issueThis matter is now closed Customer's reply - Hi, Then it's the wifi acting up at least it's working at some point, encountered another disconnection this morning again, and it's quite disappointing$ [redacted] reduction off the bill a month? Well I'll take it Thank you Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 18, 2017/09/14) */ Hi, Then it's the wifi acting up at least it's working at some point, encountered another disconnection this morning again, and it's quite disappointing$ [redacted] reduction off the bill a month? Well I'll take it Thank you Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ I attempted to contact the customer with no responseI have emailed the customer the following Good Afternoon [redacted] I attempted to contact you by telephone with no responseAfter further review of our Bell Aliant website, you are considered existing customerAll products, services, and pricing are subject to change and may differentiate depending on availability, customer scenario, and location Please contact me should you have any further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) One attempt was made to contact me by telephone and a message was left.I have made several attempts to return the call just to get voicemailThe written response from Bell in no way addresses my original complaint Final Business Response / [redacted] (4000, 9, 2016/01/26) */ [redacted] 's Bell Aliant account included the unlimited Provincial long distance plan at no charge in his bundleOn Nov 26, we received a request through our bellaliant.net website to change the long distance plans to unlimited Canada/USSince [redacted] is an existing customer, the long distance plan is not included in his current bundle which caused an increase of $ [redacted] a month [redacted] contacted Bell Aliant regarding this increase and was offered the CAN/US long distance at no charge with his bundle as an exceptionAdjustment was issued for $ [redacted] plus tax for overbilling from Nov 26, to Dec 9, The representative did not rate this plan correctly causing an overbilling on the Jan 9, statementAdjustment was issued on Jan 16, for $ [redacted] plus tax and will be applicable on the Feb 16, billNo further adjustments will be applied and I have forwarded his comments to the appropriate departmentBell Aliant has closed this complaint Final Consumer Response / [redacted] (4200, 11, 2016/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the refundHoweverBell has not acknowledged their website is wrong and continues to advertise the Canada/us package to better and best customers at $with no reference to it applying to new customers only
Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ I spoke with Mr [redacted] today November 18, and apologized for the service he receivedThe offer by Bell Aliant is for $ [redacted] for 36months and not $***that was offered by one of our sales agentThere was no signed agreement showing this offerI thanked him for bringing this to our attention and have forwarded this to the appropriate department for coaching purposes Bell Aliant has closed this complaint Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 10, 2016/12/21) */ Bell Aliant provided an adjustment to the customer in the amount of $ [redacted] + tax and another for $ [redacted] + taxI provided the customer with a one-month credit of $ [redacted] + tax and apologized to the customer for the issue this has causedEmail was provided to the customer on December but there has been no response from the customerBell Aliant has closed the file as resolved
I spoke with [redacted] on March 27, and apologized for the service he received I explained a credit balance of $(tax included) on account and confirmed with [redacted] to transfer this amount to Bell Aliant account A refund cheque for $was issued on March 13, from account and to allow at least 2-weeks for refund Per my discussion with the customer he was to contact me back by end of day March 27th should he still not have received the cheque with no response Bell Aliant issued an adjustment for $plus tax on account This will be applicable to April 9, statement Bell Aliant considers issue resolved and closed
Initial Business Response / [redacted] (1000, 6, 2015/04/28) */ Spoke with customer, says he was not "advised" by agent of the promotion when he ordered highspeed internetI explained the monthly bill says Bell Aliant High-Speed Promotion and we do not quote future prices due to rate increases, etcI explained the account notes indicate he was on a promotional rate, he feels what Bell Aliant did was "deceptive and almost illegal" and wondered where the "discloure of promotions are listed"I explained our website, he said he was not given our websiteI then explained the charges are valid and we will not be providing any credit [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Had I known this promotion would expire in [redacted] ***, I would have negotiated my rates in [redacted] or even [redacted] [redacted] This is something I would have taken care of had everything been disclosed to meI was never given any disclosure nor was I advised to read them on the website at the time when we originally negotiated rates [redacted] Final Business Response / [redacted] (4000, 10, 2015/05/04) */ This will confirm Bell Aliant will not be issuing any credits on the account as advised to [redacted] on [redacted]
I spoke with Mr [redacted] on November 6, and confirmed mailing and email address Adjustment has been issued for $for late payment charges billed on August, September and October bills Adjustment has been issued for $plus tax for overbilling of unlimited Canada/US long distance plan on August, September and October bills These adjustments will be applicable to November 12, statement Bell Aliant has made payment arrangements with [redacted] and provided bill copies from August – October via mail I apologized for the inconvenience he experienced as he tried to resolve billing issues Bell Aliant considers issue resolved and closed
Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Bell Aliant has contacted the customer and have disconnected the phone and tv service from this account as requestedThe billing will end on [redacted] **th for these two servicesApologized the account was not disconnected on the date requested The issue has been resolved and the customer is satisfied with the outcomeBell Aliant and the customer consider the matter resolved and closed Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ I have spoken with Mr [redacted] in regards to the complaint that he filedI have explained to the customer the reason behind the **$ charge if the issue is found to be customer equipmentFor example if the technician were to go to the customer's home and finds the issue to be with the TV set the customer ownsI did advise the customer that there would not be a charge if the issue was found to be Bell Aliant equipment, for example modem, TV set top box etcThe customer does not agree with this policyI did provide the customer with a credit for the 2nd TV receiver for the duration that it was on his account Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) My understanding was that if the issue was not Bell's equipment I would have to pay $**I took this to mean something like the cable connectionThe non working tv was a new flatscreen so I doubt that it was the problemI just didn't want to be on the hook for $**on their say so and still be left without cable service upstairsso I will take their rebateI mentioned that we had problems after some summer thunderstormsand that the downstairs tv was reconnected but not the upstairs oneHowever that didn't seem to matter