Question about having two internet connections in the same house

[nikhil-b]

Hi everyone,

I’m hoping someone here can help clarify something for me.

I’m currently renting a suite in a detached house. My landlord already has a Bell internet connection, but I wanted to set up my own separate connection because I’ve been having issues with video calls for work.

While at CNE, I signed up for a great offer from Bell and was told that a new connection could be set up on the existing line without affecting the landlord’s service. Based on that, I went ahead and booked it.

On installation day, the technician who came said he couldn’t proceed because the existing line would get disconnected. After about 15 minutes, he told me that another team would come to run a new cable. Later that same day, someone came and set up the new connection — but unfortunately, they disconnected the landlord’s line in the process. I was told I’d need to call customer support to get the other line fixed.

I spent two days trying to resolve this through customer support, but I kept getting different answers and nothing worked.

So I just want to ask directly here: Is it possible for Bell to provide two separate internet connections in the same house, under different names/accounts, without one cancelling out the other?

Any guidance would be much appreciated.

Thanks in advance!

[nikhil-b]

Just to add some more context — I don’t have a separate unit or suite number assigned to me, so both connections are technically under the same address. Also, both the landlord’s connection and mine are set up on the same floor of the house.

[WelshTerrier · Accepted solution]

Good Day & Welcome to the Bell Community Forum.

Yes, it is possible to install two separate Fibe Internet services within the same dwelling. Each account must have separate service connections.

Do you have a pending installation order with Bell that is awaiting the placement of an additional service connection to this home for your suite? Were you given a placement or installation date for your internet?

There are a number of conditions that must be met before this work can be completed. I will assume that this is something new for both of you and that you are the first tenant to apply for an additional service in to this home. 

1. Each account requires a separate connection in order to provide each of you a separate internet service. This service is normally linked to a municipal address.
2. Most multi-unit homes, townhouse complex, apartment buildings, etc., have multiple service connections linked to a specific address within that location.
3. Do you have a separate municipal address? E.g. Upper - 123 Street, Apt 2 - 456 Street, etc.
4. Do you have the permission of the property owner to install an additional service? If yes, then no problem. You may to need to provide a form of proof from the owner allowing for this work to be completed at the time of your installation.
5. Assuming there are no geographical or property restrictions preventing this from being completed, Bell may need to run an underground or aerial cable / fibre connection from their outside plant network to your suite in the home.
6. If the technician advised you that he could not proceed do to the fact there was only one service connection, then I would need to take him at his word based on the fact he has been on site and visually seen what is needed.
7. Have you discussed this with your landlord / owner? Is it okay with him?

If everything is copacetic, then please call Bel Customer Service at: 1 866 394-6331 or 1 866 310-BELL (2355) or dial *611 from any Bell mobile device to set up an installation. If you already have an installation order in the system, please provide the representative order number.

Take care.

[nikhil-b]

Thanks for the detailed response.

To answer your questions — I don’t have a separate municipal address, unit number, or suite number assigned to me. Both my landlord’s internet connection and mine are on the same floor of the house, but we do have separate entrances. I confirmed with my landlord beforehand, and he gave me permission to go ahead with a separate connection.

I think I check all the conditions you specified except the address part. All my mail is delivered to the same address and there are no unit numbers — do you think this would cause a problem for Bell?

The installation of my service is complete — my internet is working, but unfortunately, my landlord’s internet got disconnected in the process. Here’s a picture of the box showing how two separate connections were installed.

Here’s an image of the house layout. My connection is on the right side in the in-law’s suite (wiring shown in red), and my landlord’s connection is on the left side of the house (wiring shown in blue).

The technician who installed my service mentioned that support executives on the phone don’t always have full knowledge of how this setup works, but that the field technicians are better equipped to resolve it. He reassured me that this should be sorted out easily.

However, whenever I call support, the reps try to troubleshoot remotely and say they cannot send a technician to the house. On top of that, I have to re-explain the entire situation to every representative I speak with. I always ask them to add notes to my file, but the next person I talk to never seems able to find them.

The last representative I spoke to suggested moving my connection to the basement to fix the setup issue. But I really don’t want to move it there — the whole reason I ordered a separate connection was to reduce latency problems I was having with the existing setup.

Any suggestion on what I should do next?

[WelshTerrier]

Good Day.

@nikhil-b Thank you for your reply & added information.

Please understand that I do not work for Bell. I am trying to provide you with the answer to your question & the solution to your problem.

I can now able to view with the pictures you have provided, your set up, layout & the connections. Pictures & diagrams are sometimes worth more than a thousand words.

As I mentioned to you in my previous reply to you, if you are wishing to have two separate internet accounts, you must have two separate service connections & modems.

All of the other items I mentioned previously, are requirements that must be met before your Bell Fibe Internet can be installed.

There is little more I can offer to you, other than this advice & the information that I provided to you earlier. You are going to need to call Bell. I would  suggest that your landlord be present during this conversation with Bell. There may be additional service charges associated with the connection of your service or the reconnection of your landlords service.

If necessary please ask to speak to a manager.

Please call Bell Customer Service at: 1 866 394-6331 or 1 866 310-BELL (2355) or dial *611 from any Bell mobile device.

Take care.