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Bell Canada - Deceptive Marketing and Sales Practices

Victor Lewin - Monday, March 05, 2018

A recent episode of CBC’s Marketplace has uncovered deceptive sales practices carried out by representatives of Bell Canada concerning their efforts to sell Bell's Fibe TV, internet and home phone products. The investigation was carried out by hidden camera used by a producer with CBC who had gone undercover and obtained a job from Bell Canada to sell the telecom giant’s products to consumers.

The investigation has documented numerous instances of potential customers being provided with inaccurate information by sales representatives going to door-to-door to sell Bell’s telecom products. In a number of cases, individuals were misled and not told the whole story about the products that were being offered.

The sales representatives also misled potential customers about internet speeds by having them do a speed test on their handheld device to show how their current provider was not providing them with the speed they purchased. The use of an internet speed test is not an appropriate method to use as a sales tactic due to the various factors that can affect an individual’s use of the internet at any given time.

The omissions and inaccurate information provided by Bell’s salespersons included details about pricing, internet bandwidth and speed and promotional deals and incentives. A number of individuals were guaranteed that their monthly charges would never increase, which is a patently false statement when the terms of Service contains clauses that gives Bell the ability to increase prices at any time.

The CBC investigation also found that the sales representatives were deceptive when speaking about Bell's fibre optic network. FibreOp provides for a more effective and enhanced bandwidth which allows data to be transmitted at much higher speed as the wiring utilizes fibreglass technology, rather than cooper which is used by cable internet providers. In a number of cases, CBC learned that the line from the FibreOp node or base which ran to a consumer’s house was not fibreglass but the slower copper based wiring.

CBC reached out for comment from Bell Canada about the deceptive practices. After a number of weeks of silence, Bell sent a statement apologizing for the conduct and any effect it had on individuals who signed up for one or more of the services on offer.

Wagners is investigating a potential class action concerning the alleged misleading and deceptive sales practices of Bell Canada relating to Bell’s television, internet and home phone products. It has been reported that Bell Canada customers have been provided with inaccurate, false and incomplete information by sales representatives relating to monthly charges, internet bandwidth and speed, duration of promotions and other incentives. A recent CBC hidden camera investigation into this matter has resulted in an apology from Bell. If you have been impacted by Bell's alleged misleading and deceptive sales practices, please contact Wagners by email at or at 1-902-425-7330 or toll-free 1-800-465-8794.


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