Migrating copper lines to fibre for home phone and internet

[Pontiac]

What has to be done inside my home when migrating from copper to fibre for my home phone or internet?

[WelshTerrier]

Good Day.

Could you please share a few more details with me so that I might be able to assist you. Is this related to a Bell appointment related to the the installation or repair of your Bell Home line.

Are you on fibre or copper? If on fibre, have you tried rebooting your modem or plugging your telephone in to the phone jack on the back of the modem to see if there is dial tone?

If you have a scheduled appointment and / or still require further assistance you need to contact Bell tech support at:1 866 310-BELL (2355) or dial #611 from any Bell mobile device.

If more convenient use the following Bell Home phone Chat live web link: Contact Bell | Bell Mobility, Internet, TV and Home phone | Bell Canada

Let me know if I can be of further assistance.

Take care.

[CarolTimbers]

Hi, I received a letter saying I had to change my landline to fibre (it is now copper). Bell has been on this for 6 weeks now with no resolution. I have written 2 complaints and nothing seems to happen. Did you have a hard time converting to fibre?

[edee_em]

Hi

Came across some information about Bell decommissioning copper and going to fiber optic. What do I need and/or need to do to get this at my house?

I ask because I read the website on this topic and it says to call to "transfer services". Then I called and they told me, after reading up on decommissioning because they didn't know what I was talking about, that I don't have the proper internet account or package to get fiber. Stay with me, because I thought the decommissioning said I don't have to change services or pay extra or whatever. Anyway, anyone have an answer to my question above? Thanks

[Vanadiel]

I don't know where you read about it, but the official information on that is available on this page 

It start with verifying if fibre is available at your location. See if fibre to the home is available at your address.

If it is, please call us at 1 866 310-BELL (2355) to book an appointment to transfer your services. Note that our professional technician will handle all the required work outside and inside your home. There will be no charge for the appointment and no change to your Bell monthly billing as a result of the service transfer.

[edee_em]

Thanks @Vanadiel 

My search for all this began when I saw discussions about how Bell Fibe is not fiber (many years ago) and it went from there to the web page you linked. I did check the second link to see if it's available at my house and it said no but it is available in my neighborhood. Reading that led me to believe that I had to call to get it to my house since it was in our neighborhood, which the site kind of tells us to do and they give us a number (same one you cited) to do that. Hence, my question.

[Vanadiel]

Availability to your home, or not, is something only a Bell representative can determine. 

Sometimes it's not available at a home yet, for various reasons, and there's nothing specific you can do besides wait if that is the case. Sometimes that web tool is wrong, so it's always best to give them a call.

[WelshTerrier]

Good Day.

@edee_em  Bell is in the process of installing fibre across it's service area. There is no need for you transfer your services at this time. Once fibre is installed & readily available in your area, you will be notified by Bell. It is at this time you can choose to connect to Fibe TV, Internet, Home phone, etc. If you are a Bell customer today, there is nothing more for you to do, but wait for fibre to arrive.

Bell will contact you! There will be no charge for the technician appointment and no change to your Bell monthly billing as a result of the service transfer.

After this work is completed, you will be notified by Bell that fibre is now available & it is at this time you will need to decide on the Bell services you wish to have connected. Bell will be decommissioning the copper cabling at some point in time after this date.

The following web link will explain everything to you once fibre is available in your locale. It is meant to be informational only; a Q&A document to answer some of your questions.

Copper network decommissioning : Keep your home connected (bell.ca)

 Hopefully, I have been able to answer your questions.

Take care

[dp_ott]

My family has been Bell Canada customer for over 40 years, and we have had the home line that is based on copper based infrastructure. We got a notice that we must transiton our phone to Fiber to home. Great!

So, we place order with Bell Canda, with internet, cable, etc.. and got email confirmation that technician will show up Sunday Sept 22, 12:00-17:00 p.m. Technical never showed up, and so we called 310-bell. They confirmed our order and said technician should arrive. Then at 4:30, we called 310-Bell, and this time they investigated and found that order to install Fiber to the Home was never placed properly? So, we wated a full aftertoon. 

I am a littie shocked and surprised at how Bell Canada could not fulfill even a basic order. There was no phone text messages, no emails, absolutely nothing. All they said, was that no work order was placed, even they we had email conformation of order number. Bell Canada should learn from other compaanies like Amazon, where they keep customers updated via text message on the status of the order. And Bell Canada should learn how to place their own work orders properly. Really shocking to have a huge company like Bell Canada not follow through on what they said they would do. They can't even submit the work orders properly... 

Has anybody else receive poor service from Bell Canada when they placed orders?

[BellNick]

Hi there @dp_ott 
Thank you for your post and welcome to the Community.
We'd like to take a closer look into this and have sent you a private message.
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

[4Me]

I would recommend anyone with a copper landline reading these posts call Bell and arrange their transition to fibre. This way you may have some control over the schedule to minimize their down time.  Check out the links provided by @WelshTerrier  and @Vanadiel .  The links are reasonably informative.  Welsh Terrier stated you will be contacted by Bell as applicable.  Do NOT assume this to be true.  Suddenly and unexpectedly we lost our landline service on the Thursday before the Easter long weekend. Calling Bell to report the problem resulted in being told about the repair/transition procedure and there is NOTHING that can be done to mitigate the loss of service in the meantime; no call forwarding, no voicemail options. A case manager is to call us concerning the changeover within two business days. So it will be four to five days with no service before we even discuss the conversion. We never received any sort of notification concerning these plans.  We receive a monthly bill for our Bell account.  Bell at the very least could have inserted a couple of sentences on the monthly invoice telling copper customers that decommissioning has begun and to check the specific web pages for more details.  Bell could not tell us if our line is down because of a technical failure or planned decommissioning.  We were told we had been notified of the policies  last October but then could not trace any indication of this at Bell's end.  We went through two hours and four Bell representatives to get this far.  All I can say is good luck.

[Sahib]

I have been contacting bell about switching my plan from Internet 50 to Fibe 50 since fiber has been added to my neighborhood. I spoke to a Bell support agent who said he would switch my plan to Fibe 50. However no Bell technician came over to my house to install the Fiber ports to my home, I was just sent a router with no where to plug it into. I contacted Bell again and told them about this issue, they told me they would send an install technician, However a repair technician showed up and told me that there was nothing to repair since I don’t have fiber in my home it was only in the neighbourhood and I would need to request an install technician. I then contacted Bell support again and told them about this Issue, at first they told me that in the system I had Fiber in my home, and after repeatedly telling them I do not and that even one of their technicians came and saw that I had no Fiber they finally checked deeper in their system and saw that my internet was running on copper wires and not Fiber. I was then told an install technician would come to my home to finally install my Fiber (which I have been getting billed for since mid may). The day of the installation no one showed up, so I contacted Bell again and was told their was no receipt of my install technician request. I had no other choice but to come to this forum as I do not know what to do, I don’t understand why a Bell technician can’t just come to my home to install fiber.

[WelshTerrier]

Good Day & Welcome to the bell Community Forum.

This is a peer-to-peer website. As such, we do not have access to your account, billing & equipment records.

Bell is in the process of installing fibre across its service area. There is virtually no difference in terms of the speed. Internet 50 & Fibe 50 are essentially the same plan offered by Bell.  "Fibe" the designation simply refers to the service. It can be delivered to your home in one of two ways, fibre or copper.

Please keep in mind that not all Bell service addresses are equipped with fibre. Fibe 50 with work on fibre & copper if the neighbourhood is equipped for one or the other.

1. Fibre cabling to the home.
2. Fibre to a neighbourhood node, with copper servicing the home.

You stated that fibre has been added to your neighbourhood. Has fibre been installed on your street with fibre aerial or buried drop cables placed to each of the addresses?

Based solely on the limited information you have provided, it appears that your neighbourhood is in the process of being converted from copper to fibre. If this is the case, then Bell will be contacting you at the appropriate time to switch over.

You mentioned contacting Bell? Did you report a trouble or speak to a Bell Customer Service representative? Did you ask to speak to a service manager? If not, then you need to do so.

If after completing the above & you are still not satisfied, you can reach out to the Bell Management Team by reporting a concern.

Here is a web contact link for you to use to pursue your issue:

Resolve a concern

How to resolve your concern (bell.ca)

Take care.

[BellNick]

Hi there @Sahib 
Thank you for your post and welcome to the Community.
We'd like to investigate further into this and have sent you a private message. 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