Customers complain about long wait times, multiple calls to resolve issues with Rogers, Telus and Bell (www.cbc.ca)

submitted 1 day ago by HellsBelle@sh.itjust.works to c/canada@lemmy.ca

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The offer seemed straightforward. In early January 2026, a Bell chat agent promised Vicki Sloot that if she upgraded to a new Bell Fibe TV box, she could keep all her specialty programming sports channels like TSN and Sportsnet. Plus, she’d be paying $5 less a month.

The next day, her new equipment arrived — but she was missing the speciality channels. She went back to Bell, who told her she only had a “basic starter plan” and that it’d be an extra $25 a month to get them back.

So began an eight-week odyssey through Bell’s customer service department, consisting of hours spent live chatting and on the phone with different agents, and an eventual escalation to Bell’s resolutions team.

“It’s impossible to get a single right answer that is consistent throughout each support agent,” said Sloot, who lives in Toronto.

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[-] maplesaga@lemmy.world 6 points 1 day ago* (last edited 1 day ago)

"We are experiencing longer than normal call volumes"

I have never once had them not say this. Maybe the world is just perpetually abnormal?

[-] dermanus@lemmy.ca 12 points 1 day ago

I swear this article could have been written 20 years ago and barely changed a thing. Bell is absolute garbage, and this incompetence is a deliberate tactic to screw customers because they often have no recourse.

[-] GuyIncognito@lemmy.ca 8 points 1 day ago

I had to switch from Bell to Rogers because my SIM card died and the only way to get a new SIM card activated was by receiving an activation code via text. I couldn't receive texts because the card was dead. Rogers also sucks ass though.

[-] BCsven@lemmy.ca 4 points 1 day ago

Bell is garbage. I moved provinces and they told me to take my equipment with me. Then I moved to Shaw so tried to cancel Bell. They said they'd cancel, and to send back equipment (which I did and took pictures of the whole boxing and shipping process because I figured they we idiots), but even after account closure every month I'd get a new bill. This went on for 6 months via Indian tech support (nothing against Indians, but they had no clout or care about it and just read from a script). Finally got to speak to a lady in Ontario and I explained the situation. She sent me an empty box, and I had to send the empty box back to close the return on their end. WTAF.

For their cell service we cancelled they owed us a cheque. It never showed, I logged a complaint and was told 3 weeks to mail a cheque. About 2-3 weeks go by so I call to chck progress, and tech says its 2-3 weeks so wait for it. 6 weeks go by still no cheque, call about it, they say 3 weeks. So I asked to talk to a manager. He actually looked into it, apparently if you call to check on your cheque that starts the run fund process all over again, and pulls the iin process payment out of the workflow. Like LOL who made this workflow?

So we no longer have any BELL products

[-] ikidd@lemmy.world 1 points 1 day ago

Pack all that equipment up, put it in a box, ship it back (take pics), get a refund. Spend refund on 5 years worth of a debrid service like Premiumize, and watch all your shows without ads.

Like, what did you think was going to happen?