Bell Canada Fibe to the Side of My House = No Service Upgrade

I have Bell Fibe 15/10 on twisted pair into my house, Toronto, Ontario, but the upload speed is .67mbps of the advertised 10mbps. This summer Bell trenched my street to install fiber optic cable. They left the fiber optic cable zip tied to the side of my house. After 2 months wait I am trying to find out when Bell will install fiber optic into my house so I can get 10mbps upload, but they cannot give me an answer. photo by Don Tai

Mad, I am, whenever I talk with Rogers or Bell. I finally replaced Rogers for all our services and I am happy for doing this. Bell, however, is also really terrible. We have Bell Fibe 15 internet for the last 5 years, using our telephone twisted pair copper cable. While the download speed was Ok, the upload speed was 6.7% of what I am paying for. This summer Bell dug up my street and installed fiber optic cable, running the end of the cable and zip tieing it to the side of my house. Thanks for a job well done Aecon. Since then Bell has not only not contacted me but also has not informed me of any service upgrade. Today I called, and after 4 departments and 1.5 hours on the phone, I am still on hold, waiting for an answer.

I have had the Bell Fibe 15 internet package for the last 5 years. This package specs include 15 mbps download and 10 mbps upload. While the download speed has been close to the specs, I am only getting an upload speed of .67mbps, or 6.7% of their specs. There was only copper wire from the Bell node to my house, they said, so there was nothing they can do.

This summer Bell dug up my street and installed fiber optic cable, zip tied to the side of my house. I have received nothing about when it will go into my house. I have given Bell over 2 months to tell me anything about their fiber optic install plan, but I have heard nothing from them. With dread, today I called.

Unsurprisingly, I have gone through 4 departments (technical, Loyalty, technical, sales) and no one seems to be able to give me an answer. It has been 1.5 hrs of waiting, and I have been cut off 2 times by Bell.

I am not asking for anything more than to fulfill the terms of my internet plan. My Bell Fibe 15 is advertised as 15mbps download and 10mbps upload. That is all I ask.

I logged into my Bell account, went to internet packages, did a search to see if fiber optic was available in my area. Alas it is. I am an existing Bell customer, i typed in my address. Toronto, Canada.

It seems like from the Bell site fiber optic is indeed available to my house. When I click the “see more info” link I get a “page not available”. That is just great.

After logging into my account, searching for my address I find that Fiber to my home is available. I then clicked on the Learn More about fiber to your home, I get this Page not available screen. Damn. Toronto, Canada. Bell is so bad.

After 1.5 hrs on the phone, 4 departments, 5 people, one 2nd level support, and twice being hung up on by Bell, I’ve called it a day. Enough frustration for now. Now I will try to find the Bell ombudsman.

I have Bell Fibe 15/10 on twisted pair into my house, Toronto, Ontario, but the upload speed is .67mbps of the advertised 10mbps. This summer Bell trenched my street to install fiber optic cable. They left the fiber optic cable zip tied to the side of my house. After 2 months wait I am trying to find out when Bell will install fiber optic into my house so I can get 10mbps upload, but they cannot give me an answer. photo by Don Tai

Issues that confused Bell CSRs:
-I have Fibe 15. This means 15mbps download and 10mbps upload. CSR said I only had 1 mbps upload in package. There is no such package on the Bell site with 15mbps download and 1 mbps upload.
-I have fiber optic already: Partially true. I have fiber optic from the switching office to the neighbourhood node, but twisted pair copper from the node to my house. I now also have fiber optic from the node to the side of my house.

2016-nov-23: yesterday I logged a formal complaint with Bell on their web site. It seems all complaints go to their small business office, for some reason. It was unsurprising that I received a call from their small business office, the 6th Bell employee I have talked to, who then punted me to a complaint department. This complaint department is a 3d party company that specifically handles complaints. He was pleasant and quickly understood my issue, said this should be a common inquiry, and they they would research, follow up and call me back. I still wait.

Addendum: 2017 Jan 30 Bell Fibe 50 Home Installation: Toronto, Canada. The service is surprisingly good.