Complaint / review / scam report
Bell Canada
Lack of service

Last Tuesday (October 6) I get home late from work check my answering machine, delete my messages and grab supper. At about 8:00 pm I realize that I have no dial tone for my phone line, since I had messages I know I had service for at least part of Tuesday. Since I am one of the few individuals without a cell phone I wait until Wednesday morning to contact Bell to let them know that I have no dial tone. I figure this will be a quick fix. I know they had been in my building hooking up a new tenants phone that day and I figured they inadvertently crossed some wires. However, upon talking to the repair rep Wednesday morning I am informed that the first day they can come fix the line is Saturday. Obviously I was not impressed and asked to be transferred to costumer service to discuss the delay in fixing my line, I was put down for a Saturday service call though. The repair technician screwed up in the transfer and put me through to "hooking up a new service" and that individual informed me that he was unable to help me and asked why I was transferred to him. After hanging up with the Bell rep I tried my number to see what happened when someone dialed in. Imagine my surprise when my apartment neighbour answered the phone. Somehow my line had been crossed with theirs. Bell was able to fix this quickly, but I still did not have a dial tone. Thursday morning I phoned to check the status of my repair. I was now informed that they were not coming Saturday to repair my line but rather Sunday. I informed them that I would not be home because of Thanksgiving and asked how this could be fixed. I was informed that Sunday was the only time and that they would arrive between 8 am and 6 pm and to try to be there. Again I asked to speak to customer service and again the repair tech managed to transfer me to the wrong department. This time they put me through to the business customer service and once again the gentleman asked why I had been transferred to him. Thursday afternoon I had to make a quick run home from work and was at my apartment at 1:00 pm, and there was no notice on my door. Why is this important? Mainly because when I arrived home late Thursday night after a working supper there was a note from Bell on my door informing me that they had been to my apartment and tried to fix my line but that they could not gain access to my apartment because I was not home. That note was not there at 1:00 pm and as far as I knew they were not coming to my house until Sunday sometime. When I phoned Bell Friday morning to ask what was going on, I was informed that because I was not there to let the repair technician into my apartment on Friday they would still try to fix it on Sunday. I told them I could have been there on Thursday had I known they were coming and the phone rep inferred that I should have known all along that they were coming Thursday and that it was my fault I had missed them. However, she would inform them that I would try to be there Sunday from 12:00 pm to 6:00 pm since I had a Thanksgiving dinner out of town and that was the earliest I could be back Sunday. So Sunday, October 11'th comes. I leave my family function, held two hours away from my apartment, early so that I could be at home when the repair technician came between 12:00 pm and 6:00 pm. There I wait all day waiting for a knock on the door or window. Why would I need a knock on the door or window? That would be because I was waiting for Bell to repair my phone line, so of course the apartment buzzer hooked to my phone would not be working. Seems like a logical fact, provided we are dealing with the phone company. I will also state that I am in an apartment that faces the parking lot and was watching to see what vehicles pulled in because I did not want to miss getting my phone fixed. At 6:30 pm I give up and come into work to phone Bell and find out what went wrong. Needless to say I am a little upset. I was informed that the repairman came at 5:15 pm but could not gain access to the building. At no point did anyone knock at my door or on my windows. At no point did I see a Bell vehicle in the parking lot. The lady I am talking to on the phone informs me that it will be Tuesday or Wednesday at the earliest that they can come fix my phone line...that they screwed up in the first place. Along this whole process I have explained that I currently have NO phone service as I have no cell number and I have no access to emergency services should I require them. I can not explain how frustrated I am right now. At no point has there been an apology or an explanation from Bell. I have always given my business to Bell and I know that they are currently in a marketing war with Rogers fighting over who has the most reliable service. I can not understand how Bell can provide such shoddy service and not care when asked about how they think this type of behaviour compares to Rogers and why should I remain a customer with them.
Author: Contact with Author

Offender: Bell Canada

Country: Canada   Province: Ontario   City: Guelph

Category: Telecommunications


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