Recently, my account was mishandled, and my profile was completely deleted without any explanation. I have no idea why this occurred, and no one from the service team was able—or willing—to clarify it. Consequently, I lost my internet service and went without Wi-Fi for over five days. Instead of resolving the issue, they repeatedly directed us to contact customer service and technical support. These departments clearly do not communicate with each other effectively. Each time we called, we had to start from scratch because there was no proper reference number or case history provided. I had to explain everything multiple times, take my own notes, and relay information between agents as if rectifying their mistake was somehow my responsibility. Over five days, every agent made different errors and still failed to fix the problem. When they finally sent a technician, it was a total disaster: wrong address, wrong assignment, and the technician himself asked us what he was supposed to do. This highlights how flawed their system is. They also incorrectly created multiple “dry loop” numbers—first for a business account despite my service being residential, and the second time for the wrong address. After waiting four days, we were informed they needed to create yet another dry loop number and wait an additional three days. This level of incompetence is astonishing. As a result, I couldn't complete my job applications, and my daughter was unable to submit her university application. We desperately sought assistance, but the company showed no accountability or urgency. Ultimately, we had no option but to cancel the service. Ironically, only after cancellation did they offer a cellphone plan, which felt entirely disconnected from the issues they caused. Instead of addressing a significant problem, they complicated everything to the point where giving up seemed like the only solution. This is unequivocally the worst customer service and technical support experience I have ever encountered. The agents were careless, uncoordinated, and incompetent, showing no sense of responsibility or ownership. The company has a grave accountability issue, and customers are the ones who suffer.
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Bell is Canada's largest telephone and telecommunications company. We provide consumer and business customers with phone and other communication services.