Where to lodge a complaint about my bad experience having my services provisioned

[Leo_26]

I just recently signed up with Bell with after receiving an excellent offer from a Bell door to door representative.  The offer of Fibe, Phone,TV was very attractive.  I have been with  an independent provider based in  Chatham,  for several years and they are very good, but the Bell offer was very appealing.

I don't have the service installed yet, but my experience so far has been frustrating resulting in a missed installation date, numerous errors and frustrating phone calls.

I'd like to contact the appropriate area in Bell to outline my complaints.  Any suggestions?  

This is what I want to provide feedback about.

My order was created on May 22, however I had chosed June 9 as an installation date.  I booked that date off, as I could be home then.  I received an email with a copy of the order, and everything looked good.  I notified my existing provider to cancel their TV and Internet on June 9 (and left the phone line because I wanted my home phone number ported, not lost)

On June 9 I received a phone call from Bell call centre advising that somehow they had cancelled the original order by mistake but they would create a new one, the only problem is that couldn't meet the June 9 date.  Reluctantly I agreed on Jun 11.  They promised everything was good and reassured me there would be no more issues.

Since then, I have received several phone calls from Bell, seeking clarification on different points in the new order they created,  including a request I provide my ID credentials to authorise a credit check.  I balked at the credit check because I had already gone through the process on May 22. 

Each contact with Bell resulted in their reassurances that everYthing would be smoothly completed on Jun 11. Today (June 10) I received a call saying they can't port my old telephone number from my previous provider.  The agent read me the phone number in their "new" order, and it was completely different than the correct number that was in the initial order.  I gave them the correct number which was on the original order, but the agent said they couldn't port it for several days.

  So besides being without internet and home phone for 2 days I will be without a home phone, until they complete the porting.

All my contacts with the overseas call center have been handled by courteous , patient agents who apologise for the errors and  reassure me everything will be ok.  In the last call from the agent, I asked who I could contact to pass on my issues, he just said use the feedback form on the website.   

I'd rather have a name and number of a person to contact, preferably someone that works directly for Bell and not an overseas contractor.

I think Bell needs to look at my experience and make changes with their procedures as they dropped the ball in my case.

Thanks

[BellPatricia]

Hi there @Leo_26 

Welcome to the Bell community.

We are sad to hear that your experience has not been going smoothly, and we would like to review everything further. We will send you a private message soon so we can discuss. 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

@BellPatricia 

[Leo_26]

I have had a couple of messages from BellPatricia, and I was pleased by the quick response.  Everying apparently was set for a install June 11.

I just had a phone call from Bell about the install. The earliest available is Monday June 15.   I told the gentleman that it was already booked for June 11 and I had confirmation.  He told me it was cancelled.  I told him I didn't want to discuss it anymore.

I don't get it installed tomorrow, its back to my previous provider.   It is really stressing us out and after the many calls, aggrevations and phoney promises I realize a few dollars of saving is not worth it.

[Leo_26]

Good news.   I don't know what Bell's call the previous day was about when they were telling me the earliest day for the install was June 15 but the technician did arrive  yesterday on June 11 . He arrived on time (actually a little earlier...great) and quickly, competently installed the fibre and got everything started.  Bell, if you are reading this, please pass on our thanks to him. 

Now we still are waiting to get the correct phone number ported, then we will be all set.

[BellNick]

Hi @Leo_26 
Thank you for the update. We're glad to hear that the technician arrived and installed your service. We would would like to take a closer look into your port request to ensure everything goes smoothly. Please keep an eye on your private messages, as I'll be sending one shortly.

[Leo_26]

Its Tuesday June 17, many promises have gone by and yet our phone number still hasn't been ported.   

Summary:  Initially, the order was for June 9 but somehow was canceled.  Many promises later, was told by back office everything would be fixed on June 11, besides a call from Bell on June 10, that said we can't get the install it done until June 15, the Fibe internet was installed on June 11.   We do have internet and TV but our phone number still hasn't been ported. 

Several contacts with "executives"  promised it would be done.   Still , its  now 19:00 on June 17.  The "temporary" phone number is still in place and we tried calling our old number that we want ported, and now we get "the number is not assigned".

Who do we contact at Bell that can achieve results, not promises, not frustrations?   Are there real executives out there?  

[BellPatricia]

Good morning @Leo_26 

We are very sorry to hear that there have been further delays with your home phone number being ported. We will be back in touch with you via private message very soon so we can get this cleared up. 

@BellPatricia 

[Leo_26 · Accepted solution]

Yay!  The number was succesfully ported yesterday.  I am working with the resolution team (Executive..) and they are very helpful.   The phone went down again this morning, but a quick phone call to them resulted in them contacting technical support who fixed whatever glitch it was. 

Now clear sailing.....thanks to everyone at Bell who helped.