Since Bell has refused to discuss the matter with me and refused to return any calls, here is what transpired. Perhaps posting info publicly will yield some accountability (doubtful). I am a Teksavvy customer, which means I unfortunately rely on Bell for work and line upgrades.
July 23 2013
- Bell was to increase my DSL profile to 25/10 in the Milton area. Technician came by to examine my POTS splitter, but the speed never increased.
July 24 2013
- Teksavvy confirms Bell has closed the case and failed to update speed profile. Bell attempts to have Teksavvy extort money from me with the below before having it investigated:
"Please be advised, if there are no problems found to be on Bells network there will be a possible service charge of $87.70+tx for the diagnostic testing. This includes but is not restricted to any remote testing which is performed and does not necessarily include a tech visit to the premises."
Please note that we cannot send a ticket to Bell without agreement to this.
Do you agree to the potential Diagnostic Maintenance Charge? YES/NO
- Teksavvy waives the Diagnostic Maintenance Charge and submits another profile change request - I am told Bell's service standard is 48 hours.
- Teksavvy confirms the Telcon rep advised Bell that everything is "good to go" and the profile needs to be updated.
July 25 2013
- Bell finally contacts Teksavvy to advise as to the original upgrade not happening, and to decline the resubmitted ticket. They inform Teksavvy that the 25/10 profile is not available at my home. Teksavvy indicates a return mailing label will be sent and a credit issued since the service cannot be offered.
- I contact Bell online (and save logs) attempting to sign up for 25/10 which is indeed "120%" offered. I proceed to initiate a fake order over the phone to confirm the same, then ask to be transferred for an explanation, as this nearly cost Teksavvy a customer, and would have, had I not known Bell is a crooked company who would pull a stunt like this.
- Gary, an alleged manager in Tech Support, id xb205 at 310-SURF, opens interaction ID 134835478 to document the inquiry as to why it is being offered by Bell, but Bell is disallowing Teksavvy to offer it to customers. I was promised an explanation/call back in 24 hours.
- Teksavvy is provided with the information on my attempted signup and go back to Bell, who advise it will now allow a speed increase, and attribute the error to "USOC" tier errors.
July 26 2013
- I now have 25/10 as a Teksavvy customer after having to jump through hoops to get Bell to do what they should have done with Teksavvy in the first place.
- no call back from Bell (of course)
August 1 2013
- I call to follow up with Bell again as to why this problem occurred and why they did not extend the courtesy of a call back.
- Colleen in Loyalty escalated it to Latisha in Internet & Home Self Care who sent a note off to Gary and his manager on my interaction ID 134835478.
- I am promised a call back one way or another by August 6 2013. I'll give you one guess about whether that happened.
- CCTS complaint formally filed against Bell - CCTS # 00000000354257_COMPLAINT
August 9 2013
- called again and spoke to Mae, id ey19001 who forwards me to Caroline in New Installations. Caroline then sends me to Internet Billing where I speak to "Katia" who is apparently a manager too, who then tries to send me to Sales. I would like to note Katia had never heard of Teksavvy or the arrangement/Bells involvement in the services Teksavvy provides.
- Katia advises that Sales won't take the call unless I want to become a Bell customer. Katia says Bell is unwilling to discuss the matter with me as they only need to respond to Teksavvy. She further confirms nobody had the decency to call me back since it isn't a Bell issue.
- Katia advises that I cannot talk to anyone, and Teksavvy must talk to their internal contact at "Interior Connections" if there are service issues - as a third party they have no obligations to me, and will not help or justify anything.
So, in conclusion, there is lots of time wasted, and Bell doesn't care. Bell is not being held accountable for sabotaging customers of Teksavvy and other providers by the misinformation they provide. I can't imagine how many people don't know any better and cancel with other providers who "dont offer" the speed they want, and come to Bell as a result. I just wanted what should have been a simple speed upgrade, and instead I wasted lots of time, got jerked around, had my service cancelled and return mailer sent, and had to resort to a fake signup to get the service Teksavvy should have been allowed to offer right away.
Bell doesn't care about you unless you are lining their pockets with money. Apparently if you aren't a customer you aren't even worth a phone call. Here's my story, hoping it helps you decide if this is the sort of company you want to support. If you're into wireless, check out this article about Bell whining in the news about competition! More reasons not to support them.
»benklass.wordpress.com/2013/08/0 ··· -letter/
I'm curious if Bell will even attempt to justify this BS, and blowing off people just because we aren't paying.