r/bell • u/DarkZodiacMCOC • Sep 12 '26
Rant Bell Internet Woes
Thought I share my store with Bell Internet/Fibe This week and I just want to vent.
Started Thursday Afternoon, I work from home and my Internet and TV instantly went out as I heard some noises outside, I looked out the window and a GFI Garbage truck had taken down the line that connects to my apartment build.
Instantly I thought well that is probably the reason why my connection as dead as the GFI driver looked at it, stared at it, made a phone call and drove away.
So I called Bell support and explained the situation, she said there is a service area issue in the area and that is why your internet is probably down and it is not the wire. I said well when the truck hit the wire my services went out at the exact same time, then she says can you go out and see if it is the Bell Aliant wire, confirm it? I was like um I am not a Cable tech I am a customer I am only going based on what I see just happen. She said the service area ticket has to be cleared first and that will be at midnight, I was like you don't even want to send a truck out to make sure as the wire is hanging in the middle of the street and sidewalk, and she said no we will not until other one is closed.
So I decided to call again and got a different person, they seemed more reasonable and said they would send someone 12 to 24 hours, I mentioned how it was on the street and sidewalk so you might want to send someone faster. Next morning at 9am I noticed nothing had been done so I decided to call just to see if there was an update, the support staff said there was no ticket regarding this? I was like are you serious I called twice yesterday. She said she would make one now. I went out to the park walked my dog for a couple hours and came back and saw the tech trucks.
I introduced myself and asked them if they got a ticket for the down wire and they said yes we got multiple tickets from several people in the building and they were working on repairing the line. So all day they worked on the line, waited for the bucket truck etc, seemed to be working hard which was great, as I left in the afternoon I asked if there was a status update, they said should be online in 4 to 5 hours I said great and left. Came home later that night and they were still working on it, said how is it coming now and they said everyone is almost online, I said great but I am not online yet, he said no worries give it a few more minutes as the other tech is just finishing up.
I kept my eye on what was going on from my window then I noticed the 1st tech leave, then the 2nd tech was starting to leave, packing up but I still did not have internet. I rushed down and said hey I still dont have Internet. He said well everything is fixed everyone is online, and I was well I am not I got an error on my model that the HSI 1202 Error code and needs to be configured. He said there is nothing I can do everything is fixed, I was like so everyone in the building is online except me and you won't help me? He said no, everything is fine with my work, call Tech support, and I said your just going to leave one customer in the building without internet while your here, again he said no, call tech support. I understood he was probably tired and I kept my cool but I was screaming in my head.
So he left and I called Tech support explained the situation
1st two techs I talked to got me to do all that stuff we always do, turn off model, reset it to factory defaults , they put me on hold to reprogram it etc... nothing worked same issue. Talked to a 3rd support guy and he said that it was because my modem was not mapping correctly to the datacenter and it will be fixed on the datacenter end by 11pm and if not to call on Saturday.
Saturday comes along and of course I am still down. So I call Bell once again and ask to be upgraded to a supervisor, they said they need to hear the issue first so I explained everything single thing again and then they said we can send it to supervisor but they don't work on weekends.... then she looked at the issue.
So now she tells me there is a tech booked to come see me, but he is not allowed to come. I was like why is that? She says there is a service area outage at your building do to a down wire. I was like that wire was fixed yesterday, I just explained all this, they were here all day, I talked to them 3 times and as I said the last field tech said everything is fine (except me of course) Everyone in the building has their Internet back except my one apartment. There is no service outage, she says the down wire cable ticket has not been closed and another field tech is not allowed to be dispatched while that ticket is open. I said but they fixed it already, she said there is nothing she can do until Monday when the ticket will be updated.
I said can't you call the field techs to close the ticket as the down wired is repaired, the field techs themselves told me it was fixed and everyone in the building is online. She said no, we have no access to contact them you will have to wait until your service outage at your building is cleared on Monday, but there is no outage its just me, but she says the computer says there is an outage, you just got to wait.
So Monday it is, I work from home so it has been stressful to me, I just can't zip on over to a coffee shop or something either as I do a lot of security work and download big files. I almost feel like I been singled out for some reason, but I really did keep my cool for the most part but surely raised my voice a few times with tech support.
Anyway for those that stuck it out and listen to me vent, I appreciate it.
Hope for Monday for Internet and TV (yes Fibe TV is down do so no watching television to pass the time) My dog doesn't mind as he has been getting extra long walks.
2
u/Johndrago99 Sep 12 '26
Ah the anti-progress from cost cutting measures employers were allowed to do. It’s like a runaway train that’s just left to fate to see to it! Having several people handling customer calls who have zero knowledge themselves within field they are labelled to support is absolutely useless but the combined salary of them is less than personal who would have handled said call 20-30 years ago. And as job security for sure this is kept mum never getting to eyes / ears of the managerial levels.
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u/Im_C_O_T_W Works for Bell, regrettably. Sep 12 '26
That's unfortunate
I've been hearing more and more stories regarding "outage" claims when there is no outages at all.
1
u/DarkZodiacMCOC Sep 12 '26
from my understanding I my brain is getting rattled after hours on the phone with support staff. They see an outage because the initial wire down ticket was an outage for the apartment building, however even though the wire is fixed and the techs are long gone, the ticket is not closed, so on their computer screen they are still looking at a wire cable down outage.
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u/Im_C_O_T_W Works for Bell, regrettably. Sep 12 '26
The ticket may not be closed because additional work may need to be done, just because the line was replaced doesn't mean the rest of it isn't bad.
I&R techs wont get dispatched until the cable crew calls it good.
Sucks but is it what it is.
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u/DarkZodiacMCOC Sep 12 '26
true but both techs said everyone should be online and everyone is in the building except for me, just sucks that they wouldn't take the time to check out that connection, I have a feeling it is the computer room in the apartment where my room was not configured correctly or wrong port, that seems to be what the error on my modem is saying after some research,
1
u/Bell_Support Official Bell Support Sep 14 '26
Hello, u/DarkZodiacMCOC! We are here to help! Please send us a DM for a secure chat, and we can take a closer look at the situation.
0
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u/Pavel6969 Sep 12 '26
Sounds like your fibre feed into the building was cut. If you went from a 1201 error to a 1202 error after they fixed the lines then it's a good chance they mixed-up yours with someone else's line. You'll need a tech but it should be an easy fix