Bell Fibe TV problems and Complaints - Page 47 - Canadian TV, Computing and Home Theatre Forums

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post #691 of 697 (permalink) Old 2019-04-10, 04:53 PM
Join Date: Jun 2011
Location: 43° N, 81.2° W
Posts: 7,865
I'm not surprised at what happened. The first solution with Bell is usually to upsell the customer. As you found out, that's not often the problem but the person who sells the upgrade gets a bonus. The first option should be to try to diagnose the issue remotely. The second option should be to send out a tech. Using a upsell in this situation is unethical. Since this was Bell's mistake, refusing to restore the old pricing is also unethical. I guess that summarizes my opinion of Bell and why I refuse to buy services from them. I suffered through similar treatment from Bell for many years.

When dealing with issues such as this it's a bad idea to cancel. Bell can and will call your bluff if they feel like it. Customers who repeatedly cancel to get discounts or require a lot of support will often get this treatment. Again, this was Bell's fault but it doesn't stop them from being unethical. Bell may yet call with a retention offer but I wouldn't trust them.

First rule of thumb is to NOT cancel unless you are not replacing the service or are planning to overlap services. This applies to TV, internet and telephone (wired or wireless.) The correct approach is to leave things as they are and start shopping around for a better deal with another company. Sign up with the TPIA (or whatever) and tell them you are an existing Bell customer. They will take care of cancelling the existing service and coordinating the switch in services. This provides minimal downtime, usually only a few hours at most, and can provide other benefits such as retaining an existing phone number.
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post #692 of 697 (permalink) Old 2019-04-10, 05:26 PM
Join Date: Apr 2007
Posts: 2,037
Any changes to Bell services should be confirmed by email otherwise customer will never be able to prove what the agent had promised.
Cancelling with Bell could be tricky as well. There could be an early cancellation fee and also depending on the time of the billing cycle when the service was cancelled customer could incur other charges like extra month of service fee.
bev fan is offline  
post #693 of 697 (permalink) Old 2019-04-15, 11:39 AM
Join Date: Oct 2005
Location: Kanata, ON, Rogers Digital
Posts: 1,669
My problems (you can read earlier posts) have not gone away, so I gave them one more call and declined the suggestion to reset the modem (have done this a dozen times), replace the PVR (after I had issues with my 1st and a relacement, the tech came and tried a third before finally a 4th unit gave him 4 green bars -- but I'm still getting occasional loss of signal). Their CSR and some techs don't know what a pod is or how it works. It's meant to cut down the distance between signal source and your device. Placing the pod right next to your STB is stupid -- it will give you excellent connection -- to the pod, but the pod will have just as sh*tty connection to the actual source of the signal as the STB did before the pod was introduced. I have a 2100 sq ft house and the first tech (who looked under 20) installed all 4 pods. When I removed all 4 pods my connection went from 3M to 18 in the upstairs bedroom. I have, since, tried to optimize by strategically locating the pods so that they cut the distance between transmitter and receiver in half (or as near to that as possible).

Anyhow, my 2 years is up next month, but "contract" monthly rate is up about $50 over that time. When the CSR asked what I would suggest as a resolution (since I declined a tech visit to move the modem to the main floor -- $$$, or to try a 5th STB) I said refund me my money because the service paid for was not delivered. After putting me on hold for about 20 minutes she came back to say that the department to handle something like this -- she had a name, but I don't think it was retention -- was not open on weekends, so either I call them back or they call me. So now I'm waiting for them to call. But I think I'll be finally getting away from Bell/Rogers and just going with streaming services. I've got a smart tv on the main floor, an AppleTV in the basement and a Roku stick upstairs. I'm all set.
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post #694 of 697 (permalink) Old 2019-04-15, 02:00 PM
Join Date: Jul 2018
Posts: 50
I record all of my calls with Bell and Rogers. If they deny an offer I simply replay the call confirming everything I was told and that quickly resolves any issues I may have since there is no deniability. I would suggest everyone do that when dealing with Bell particularly. I actually find Rogers service had been good and the reason I left for Bell was the Ignite pricing last summer was not competitive with Bell, my price may go up after my 1 yr credits run out and if I can't get a renewal on those I may pay the $75 and go back to Rogers as they actually treated me well and honored everything they said they would they just couldn't match pricing with Bell at that time.
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post #695 of 697 (permalink) Old 2019-04-22, 09:58 AM
Join Date: Oct 2005
Location: Kanata, ON, Rogers Digital
Posts: 1,669
It's been over a week and nobody from Bell called me like they were supposed to do. Watching yesterday's Leafs-Bruins game was awful. Lost the signal every 5-10 minutes, rebooted the system and lost the signal again just a few minutes after the reboot. I was afraid that would continue into the 9pm slot (Game of Thrones) but, luckily, it did not.

Still, I am >this< close to cancelling. I found that Crave has a few HGTV and similar shows in their "lifestyle" section that will appease my wife.
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post #696 of 697 (permalink) Old 2019-04-22, 10:22 AM
Join Date: Feb 2008
Location: Toronto Downtown, Bell VDSL Fibe
Posts: 285
Wprager: you could try posting a summary of your issues in the "Bell Canada Direct" forum of DSL Reports. Bell's tech support monitor that forum and are very good at troubleshooting/solving issues within their control.

Former Rogers VIP, now Bell Fibe, Sony KDL40W3000, BDPS350, Philips Streamium NP2500 (2). DS209 NAS, Playbook
Norman_C is offline  
post #697 of 697 (permalink) Old 2019-04-29, 07:16 AM
Join Date: Oct 2005
Location: Kanata, ON, Rogers Digital
Posts: 1,669
Nah, too late. I've scheduled for Virgin to come and set me up when my contract is up. Between Crave/Netflix and Prime I'll be mostly OK. Maybe get NHL if the Sens get better. Port my home number to my mobile plan. Save well over $100/month.
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