topic Re: Product declared delivered when product has not yet been delivered in Mobility

Product declared delivered when product has not yet been delivered

Alitari — Wed, 19 Aug 2026 15:57:43 GMT

Good day!

Yesterday, at around 2:00 pm, I finalized an order to get a new phone and was told that I should expect it within 3 - 5 business days.

Then at 10:30 pm I got an e-mail notification that yes, my phone had been delivered.

Checking around midnight, there was no package on the porch, steps, or between the doors. My mind went immediately to 'porch pirates' but that generally isn't an issue in this neighbourhood and it seemed unreasonable that a delivery service was dropping off parcels at 10:30 at night.

This morning I checked the website and found this:

And again, no one in my household has seen the package 'delivered on August 18, 2026' (yesterday).

But that page also had the Canada Post tracking details and ... lo and behold ...

My package hadn't been delivered to ME but instead delivered to Canada Post who were, in turn, going to deliver it to me sometime today.

While I appreciate the fast turn around, there is a certain amount of confusion to be had here ... an e-mail at 10:30 at night saying that my phone had been delivered, the website saying that it had been delivered, but me, without a delivery.

This sounds like it is useful for internal purposes, that is, Bell being able to say to itself that 'yes, this is outside of our system now, thus it is delivered and it is no longer our responsibility'. This should not be the sort of thing that is also the external facing communication on the issue ... at best it should have been logged as 'picked up by courier' until Bell, itself, can confirm that it is first 'out for delivery' and then it has actually been 'delivered'. I know that that would add an extra layer of responsibility for Bell, to track what 3rd party delivery services are doing with their products, but to declare it delivered when it hasn't been delivered is misleading at best.

I hope that Bell does better in the future in communication what they mean by 'delivered' because from a customer's perspective, what they're saying doesn't line up with reality.

Thank you for your time.

Re: Product declared delivered when product has not yet been delivered

BellAntonie — Wed, 19 Aug 2026 16:15:26 GMT

Hey there @Alitari ,

Welcome to the community and thanks for letting us know.

We can definitely understand the confusion and it should not have been declared as delivered when it was handed to the delivery service.

Normally, the delivery tracker should match the same timeline as the Canada Post tracker. With this being said, we will be reaching out via private message to gather more details to escalate this issue further.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you.

Thanks.

Re: Product declared delivered when product has not yet been delivered

Madison1 — Thu, 20 Aug 2026 01:50:38 GMT

Hi bell, this has also just happened to me! It said my phone was delivered, but it’s not on the porch and it’s not in the mail box and the canada post tracking says it’s still in Ontario, and I’m in BC and it’s not due for another week. I don’t want to get dinged for not activating when I have no new phone haha

Re: Product declared delivered when product has not yet been delivered

BellAntonie — Thu, 20 Aug 2026 13:03:55 GMT

Hey there @Madison1 ,

Welcome to the community and thanks for letting us know.

We will be reaching out in a private message to gather more information for review and escalation. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you.

Thanks.

Re: Product declared delivered when product has not yet been delivered

mlusanji — Thu, 20 Aug 2026 17:27:18 GMT

Hi Bell. This has also happened to me with my SIM card. I got an email around 0030hrs this morning saying that my SIM card was delivered, but when I went to check my mail, there was nothing there. I thought it had been stolen. But since seeing this post, if this is also the case with me for and it’s with Canada post, you definitely have some internal issues to sort out here.

Re: Product declared delivered when product has not yet been delivered

BellAntonie — Thu, 20 Aug 2026 18:07:39 GMT

Hey there @mlusanji ,

Welcome to the community and thanks for letting us know.

We will be reaching out in a private message to gather more information for review and escalation. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing back from you.

Thanks.