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Bell update on COVID-19

The health and safety of our customers
and team members is a priority.

At Bell, we are closely monitoring the COVID-19 situation and putting in place measures to protect the health and safety
of the public and our team members. As the leading provider of communications services to Canadians, we are dedicated to delivering a reliable and high-quality connection that consumers, businesses and governments can rely on. That is why we’ve put in place the people and the resources necessary to continue to deliver these services for Canadians throughout the COVID-19 situation. As the situation evolves, we will keep you informed of any developments right here.

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How you can help

While we are at the ready to assist you throughout this situation, you may experience longer wait times than usual.
Here are the best ways to get assistance from Bell at this time:

Our self-serve tools allow you to manage practically all your service requests any time you choose. You can access them here.

For critical support, some stores remain open.
Click here for open locations.

Latest news

Network and services

Networks and services

We have invested billions of dollars in critical capacity and support technology to provide access to some of the best wireless and wireline networks in the world to as many Canadians as possible. They feature robust redundancy to support extreme weather and surges in demand. All our networks and services remain fully operational to help Canadians navigate this unprecedented situation.

Networks and services

We have invested billions of dollars in critical capacity and support technology to provide access to some of the best wireless and wireline networks in the world to as many Canadians as possible. They feature robust redundancy to support extreme weather and surges in demand. All our networks and services remain fully operational to help Canadians navigate this unprecedented situation.

We understand the services we provide are critical and we take our responsibility to Canadians very seriously, especially at a time like this. As part of this effort, we are adding critical network capacity as call and data volumes increase, and heightening our focus supporting essential services:

  • Hospitals and health organizations receiving increases in call volumes
  • First responders at the front lines treating those affected by COVID-19
  • Governments ramping up their response to the situation
  • The Canadian scientific and health communities participating in research, as well as sharing insights and learnings in response to COVID-19
  • Schools and universities conducting remote and distance learning
  • Banks and financial institutions assuring the continued flow of financial transactions

See more

team members

Team members

We are focused on ensuring the health and safety of our team members and the public. This includes extra safety and sanitation measures in our workplaces, stores and, of course, for any team member dealing directly with customers. All Bell employees – including service technicians as well as store agents – returning from abroad or feeling unwell (i.e. fever, cough or difficulty breathing) are instructed to stay at home for the recommended period.

Team members

We are focused on ensuring the health and safety of our team members and the public. This includes extra safety and sanitation measures in our workplaces, stores and, of course, for any team member dealing directly with customers. All Bell employees – including service technicians as well as store agents – returning from abroad or feeling unwell (i.e. fever, cough or difficulty breathing) are instructed to stay at home for the recommended period.

We are encouraging employees who can work from home to do so. Team members who serve our clients face to face will continue to do so, but with strengthened sanitation measures in place and only to ensure our clients continue to have access to communications services to stay connected during this situation.

See more

customers

Customers

With Canadians working from home or in isolation, we will be waiving extra usage fees for all residential Internet customers. We will also be providing our consumer and small business customers with Turbo Hubs, Turbo Sticks and MiFi devices an extra 10 GB of domestic usage and a $10 credit on their existing plan for each of their current and next billing cycles. Please note that data charges incurred before March 19th will still apply.

Customers

With Canadians working from home or in isolation, we will be waiving extra usage fees for all residential Internet customers. We will also be providing our consumer and small business customers with Turbo Hubs, Turbo Sticks and MiFi devices an extra 10 GB of domestic usage and a $10 credit on their existing plan for each of their current and next billing cycles. Please note that data charges incurred before March 19th will still apply.

Furthermore, we are waiving Roam BetterTM and all pay-per-use roaming fees for all destinations and for all mobile consumers and small businesses between March 18th and April 30th 2020. All these measures are valid until April 30th and will be applied to customers’ bills automatically, and require no action on their part.

To help Canadians stay informed and entertained during this period, several channels are currently on free preview. A selection of news, entertainment, family and lifestyle channels will be available for free over the next few weeks. Those include: CTV News, Hollywood Suite, Disney Channel and HGTV Canada. Please visit bell.ca/freepreviews for the full list.

We understand customers could be facing financial challenges during the COVID-19 situation. We can help. If it happens that you can’t pay your bill on time, you can set up a flexible payment option in our self-serve tools.

See more

Small business customers? Click here

Medium and large business customers? Click here

Quick tips

  1. Use self-serve tools to manage your services. Access them here.
  2. Visit stores, request technician visits or contact call centres only for essential requests.
  3. Refrain from visiting our stores or requesting a technician visit if you are feeling unwell (fever, cough, difficulty breathing).
  4. Remember that non-critical technician visit requests will not be actioned at this time.
    Technician visit within a few days.
    Service performed remotely or through self-install where possible.
    Otherwise, a technician visit will be scheduled once full service resumes.
  5. Use your services responsibly to ensure communications networks perform at their best for all.
    • Favour watching shows and movies on your TV service over streaming.
    • If you are streaming, consider reducing picture quality.
    • If you are working from home, where possible, use your home wireline Internet connection instead of the wireless network.

Technician visit requests

Technician visit within a few days.
Service performed remotely or through self-install where possible.
Otherwise, a technician visit will be scheduled once full service resumes.

Other things you may wonder about

While businesses across the country are closing, Bell has been recognized as an essential services provider. Select store locations will remain available on reduced hours ready to provide the following critical services: device activations, SIM card swaps, phone loaners, modem exchanges, accessory purchases and in store pick ups of online or call centre orders. These stores and their operating hours are on our store locator. Of course, extra sanitation measures will be in effect in those locations and as a precaution, the number of customers in a store will be limited to 3 at any given time.

For any support other than outlined above, please use our self-serve tools. They are the fastest and simplest way to manage your services and can be accessed here. We know the current situation can be unsettling and has created disruption for many. Rest assured the actions put in place by Bell and others are meant to protect your health and well-being, while continuing to deliver essential services.

We appreciate your understanding.

Yes. We’ve already put in place measures such as enhanced sanitation, social distancing and keeping team members who are returning from abroad or feeling unwell home for the recommended period. Likewise, we are screening appointment requests and will not be sending technicians to homes of customers who have recently traveled or who have flu-like symptoms. Finally, Bell technicians are focusing on critical installation and repair work to ensure Canadians stay connected at the moment.

In addition, we are now going a step further to protect our team members and the public. We are introducing our Assisted Self-Installation and Repair program. Where possible, our technicians will perform service installations and repairs entirely from outside the home. If intervention inside the home is required, technicians will provide equipment in boxes at the door and guide customers through the necessary steps over voice or video call directly from their service vehicle. To make it easier for customers, we will also be providing step-by-step installation videos and online support. Only when needed will technicians come into the house. Our technicians and customers will then be asked to practice proper sanitation and social distancing measures. For more information about the program and to view the step-by-step installation videos, click here.

Remember that non-critical technician visit requests will not be actioned at this time.

Technician visit within a few days.
Service performed remotely or through self-install where possible. Otherwise, a technician visit will be scheduled once full service resumes.

Right now, we are serving customers as usual on repair and replacements. We are working closely with our suppliers and are only seeing very limited impacts.

To help Canadians stay informed on the evolving situation, several news networks are offering free previews. Those include: CBC News, CP24, CTV News, ICI RDI and LCN.

In addition, the following channels are also currently on free preview:

Entertainment channels

  • ABC Spark
  • BBC Earth
  • Cartoon Network
  • Hollywood Suite
  • National Geographic
  • Smithsonian Channel
  • T+E
  • Télétoon and Teletoon

Family channels

  • La chaîne Disney
  • Disney Channel
  • Disney Junior
  • Disney XD
  • Family and Family CHRGD
  • Family Jr
  • Nickelodeon
  • Télémagino
  • Treehouse
  • Yoopa
  • YTV

Lifestyle channels

  • Cottage Life
  • HGTV Canada
  • Makeful
  • Slice

Yes. In addition to having put in place measures recommended by public safety authorities to protect our team members, Bell is able to also serve customers throughout Canada wherever they are from the multiple workplaces we operate across the country.

Bell has been recognized as an essential services provider. Consumers, businesses and governments are relying on Bell to keep them connected throughout the COVID-19 situation. To protect the health and well-being of our team members as well as the public while enabling critical staff to continue accessing work centres and serving customers, we have put in place strict precautions in accordance with public safety guidelines. This includes making sure more and more team members are able to work from home, asking those who are visiting customers to practice safe hygiene measures and requesting that employees returning from abroad or feeling unwell (fever, cough, difficulty breathing) stay home for the recommended period. We also ask customers in the same situation, or who have members of their household who are, to refrain from requesting technician visits at this time. We will make every effort to find alternative solutions to assist them. We remind customers that they can use our self-serve tools for service requests. Accessing your account online is the fastest and most convenient way to manage practically all aspects of your services at any time you choose. You can access it here.

Starting on March 19th, to assist those working from home during the COVID-19 situation, we will be providing our consumer and small business customers with Turbo Hubs, Turbo Sticks and MiFi devices an extra 10 GB of domestic usage and a $10 credit on their existing plan for each of their current and next billing cycles. Please note that data charges incurred before March 19th still apply.

We are aware that many of our Turbo Hub, Turbo Stick and MiFi customers would like us to provide them with unlimited data. We would love to do that as well and we are sorry that we cannot. During this unprecedented situation, the demands on wireless networks have been significantly heightened. We need to ensure that everyone – including consumers, businesses and most importantly public safety authorities working on the current situation – continue to have fast and reliable access to our service. Providing unlimited usage to all Turbo Hub, Turbo Stick and MiFi customers would put wireless network performance at risk during a critical time for Canadians. We sincerely hope the extra 10 GB of data and $10 credit provide you with more peace of mind during this situation.

We understand customers could be facing financial challenges during the COVID-19 situation. We can help. If you are unable to pay at the moment and are past your due date, you can set up a flexible payment option in our self-serve tools.

The easiest and quickest way to restore your suspended services is to submit a request online through MyBell, or alternatively with an e-chat agent.

It is possible that service rate adjustments communicated over 30 days ago or previously implemented still appear on your latest bill.

However, given the current COVID-19 situation, we have made the decision to postpone any additional service rate adjustments until further notice.