Let me begin by telling you it was a very frustrating experience, to say the least… but, one I’m glad I made it through… finally!
Please, let me explain…
Seems customer service is a “thing of the past” with BellTelephone. Sometime in late October, a female rep from Bell Telephone’s Sympatico Internet department threatened me that if I don’t sign a contract with them, she’d make sure my internet access was slowed to a crawl by the end of November (end of my present contract).
Needless to say, I refused to sign a contract. And, just as soon as I was done speaking with her on the telephone; I called Distributel, informing them that I have no other option left BUT to sign up for service from them.
I told the Distributel service rep that I didn’t want to find myself ever having to “eat crow and crawling back to Bell” so they just had to make sure this transfer of services went as smoothly as possible. Distributel not only assured me, they assigned me a service rep to see me through to a successful hook-up!
No one at Bell Telephone was EVER officially notified by me of my leaving them. I left all of this up to Distributel so that I could keep my telephone number. Heck, I’ve had my number for over 30 years now. Too many friends and family have my present telephone number, so I was VERY thankful to forgo that kind of dreadful change too.
By mid-November, Distributel was to have their techie arrive at my home by 5:00PM to make the switch to their lines from Bell’s services, and… POOF! At about 1:30PM on that day, during a telephone conversation with my cousin, Bell Telephone cut my telephone service off!
Go figure… I had even paid my November telephone bill, one month in advance! I have NEVER missed paying my telephone bills either, so what was THEIR excuse?
I quickly grabbed my Magic Jack telephone and called my cousin to let her know what happened, and to let her know not to worry, I’d let her know once the transfer was completed.
Not two hours later, my Magic Jack telephone no longer worked… AND, Bell Telephone cut me off email service too, though I was left with internet access.
WOW, now how’s THAT for kicking me out the door… WITH my bills paid!
That wasn’t the worse of Bell’s poor treatment either…
Thank God, Distributel had their equipment delivered to me BEFORE the transference was to begin.
Once I realized what Bell Telephone had deliberately done, I put the Distributel equipment in place in order to call Distributel. By 5:00PM the fella from Distributel arrived… but… he couldn’t connect anything because, he said… Bell Telephone had NOT completed the work correctly. The dry loop was not functioning properly.
After several minutes on the phone with his rep from the Distributel repair department, and his rep informed me that nothing could be done until Bell Telephone finishes the work they stated they had completed already, at this time.
Needless to say, I was not very impressed.
It’s my guess, Bell Telephone was trying very hard to ‘tick me off,’ in hope that I’d blame Distributel for this inconvenience… and, that I’d come crawling back to them for telephone and internet service, no matter the cost.
Huh! Not in their wildest dreams… Distributel is worth waiting for… ESPECIALLY now that I suspected Bell’s deliberate tampering with the transferring of services.
Days later, a fella from Bell Telephone actually came to my home. After nearly four hours here, he admitted that NOTHING had been done previously, at what I think he called, the ‘transfer station’… nor my home…. AND… that the notes on my home connection were stated, dreadfully wrong.
Gee, now that’s a surprise, huh?!
Distributel sent out their fella again… and, once again, he confirmed that I was NOT using the proper line… so it was BACK to Bell Telephone… AGAIN!
In the meantime, I purchased a wireless router but couldn’t get it to work for love nor money… so I called Distributel and spoke with a fella in tech support. That fella walked me through the entire setup. Seems Distributel’s VoIP and my wireless router were trying to use the same IP address, and that’s what was stopping me from being able to set up the router previously.
Voila! Once again, I can use my Notebook computer too.
This is a BIG bonus!
Bell Telephone has NEVER provided THIS level of tech support service …EVER!
Nearly a week goes by, and another fella from Bell Telephone comes to my home. He fiddles at the side of the house for a few hours, and then asks me to make sure I can use my telephone… which I could. He then informs me he’s completed the work and off he goes.
Next day, Sarah from Distributel calls to make sure all is okay… WOW!
This quality of customer service too has NEVER been received from Bell Telephone by me… not in my <gulp> over 30 years of being a loyal customer to Bell has Bell Telephone EVER treated me as kindly as Distributel is now.
Have you made your decision yet?
I have… and I’m glad I did!
UPDATED April 12, 2011: Distributel is the LEADER in their service department. Their staff could NOT have treated me any better if they tried. True!
But I have to admit… from November 2010 to April 2011, I have spent far too many hours on the telephone with the support staff trying to “fix” the Distributel setup… only to start suffering many outages of services lately.
Early on the morning of April 10, 2011, I was without communication services of any sort. No internet, no telephone… for over 48 hours.
Now, I don’t know about you, but I feel a telephone is MORE important than a smoke detector… and I would NOT be without a smoke detector… EVER!
This was not the first time my telephone was out of service lately… just the longest time …AND… not JUST my telephone this time… BUT all forms of communicating with the outside world.
Frightening? You bet it was!
Needless to say, on the morning of April 11, 2011, when I awoke to discover I STILL had no telephone… I decided enough is enough.
I readied myself and drove downtown to a local company I had learn of recently, and signed over my services to them. So… now all I can say to anyone considering depending on Distributel as a primary means of communication is this; . . . . Distributel? . . . . Use With Caution!
UPDATED July 18, 2014: May 2011, I moved my telephone services to Telnet, a local landline and internet service provider. Oh yeah, and they rent Bell’s lines and then rent those lines to their customers cheaper than Bell Telephone can. My monthly bill has NEVER increased since joining Telnet, unless I accidentally dial long distance that is. Bell claimed they could NEVER leave their prices this low for lengthily periods of time. Go figure, ’cause I can’t. Telnet ROCKS!
UPDATE 17 October 2021: Due to the new CEO of the CRTC mandating new rules to Canadian companies who provided lower monthly rates on landlines, I have now lost my super inexpensive access (the company I was able to use for years now, have been forced out of offering this service) and I’ve been forced back to using Bell Telephone for my landline, as of 22 September 2021. This will now cost me an EXTRA $40 monthly, going forward.
Back in July of 2017, BNN Bloomberg published a post by Alastair Sharp, with the following:
A consumer rights group said that [Ian] Scott’s appointment may shift the CRTC’s focus away from the consumer-friendly policy direction it had under its former chairman, career bureaucrat Jean-Pierre Blais, whose five-year term ended last month.
Well, that prediction was BANG on, wouldn’t you agree?
34 thoughts on “Leaving Bell Telephone – My Experience ** UPDATED **”
Although Bell have places that they can improve dramatically, I have to call a lot of this bullshit. I know it’s always hard when you have trouble but I will explain.
Firstly I have worked at bell for many years (now work for my own company) 1 sympatico has been retired since the early 2003, so no one from sympatico would have called you.
Secondly no one would have made such a threat since every one at Bell signs a contract of service where it is explicitly written that every call an agent makes is automatically recorded, not only is the phone conversation recorded, there’s video capture of the desktop and programs, so they know exactly 100% of the time what is being said and what is being done on the computer of the agent at any moment.
Thirdly, it’s the responsibility of the competing company to give the proper date and time of which the service will be switched. it is also their responsibility to be there on time to make the switch to their service. If you got disconnected without having the service already connected by distributel, it’s that the tech of distributel was not there at the time that he was suposed to. Even if you had paid a month in advace, which by the way you always do (check the billing dates), you would have receive a bill with a prorated credit, because by the terms of termination between distributel and Bell, the time and date was given by distributel and Bell respected those dates.
Now I’m not saying Bell is perfect, far from it, I left the company and the sallary for a reason. But everything in this blog is wrong to my experience of having worked at Bell for years, and I’ve seen some really ugly cases. If you do have a problem with any isp, tv or phone provider there is always recourses that can be taken. La protection du consomateur (in Quebec) and there’s the equivalence in the other provinces is the first line, then there is the CRTC which you can also make a complaint, it is a long process with them.
Thank you for taking the time to comment here Emmanuel. This post was created in 2010, and is a VERY true experience else I would never have posted it. I was VERY devoted to Bell Telephone for over 30 YEARS… until their pathetic customer service became too much for me to handle on a monthly basis.
I’m impressed to see you adamantly defend a company you worked for; That is in itself very admirable. However, bad customer service still prevails at Bell. I have friends who complain to me regularly about their Bell cell phone customer service, and I remind them that I left Bell and will NEVER return to them the very same reasons.
Why didn’t you bring in the CRTC on this? (I think they’re supposed to do more that kow-tow to ‘communications’ monopolies – I could be wrong…lol).
Hi A. Non, am not sure how involving the CRTC in this matter would have helped. Please explain?
ok so anyone that read this have problems porting the number over then get green solid light but no internet lights… my land lines have not dial tone anymore which means i have no telephone… new to the naked dsl… any hits and or suggustions?
Not sure what you're referring to here Denis. Did you contact your service provider about this? That would be your best bet in order to get your land line telephone back.
You have such a good sense when you’re writing to help others/ Please keep doing the good work!
I shall do just that Brenda. Thank YOU for commenting!
i tend to agree with you!
Thanks for sharing this… thought I was alone in this thinking 😉
You're welcome Luzia!
an interesting and informative article Trish!
Too true, thanks Trish!
No problem Danielly, glad you enjoyed reading my post.
congrats on a well done blog. Your variety makes most interesting read.
wanted to thank you for this great read!! I am definitely enjoyed every little bit of this post and i have your site bookmarked to check out new stuff you post.
really informative blog thanks for sharing this. Hope I too can find a local company to deal with.
You're very welcome Diane!
this article sure shines a light on reality and gives in depth information. thanks for the whole truth here.
Thanks for your compliment Cremilda!
very good stuff… go get ’em girl!
🙂 …thanks Emanuele!
Way to go Trish!
Very well stated!
this post was really awesome, and thank you very much for sharing it
You're welcome Alcina!
Also, if you choose to leave Distributel for good, don't forget to write down who and when confirmed your cancellation (apparently you must have those) AND check your credit card or bank statements to make sure they indeed stopped charging you.
Your cancellation request may be "lost" and you will have hard time to recover months or even years of "erroneous" payments.
Wow, sounds like you or someone you know had a horrific time leaving Distributel, but I did not. They were totally in agreement with my reason for leaving and I could not have been treated better. They're support service department out shines any Bell Telephone support services that's for certain!