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 pickups 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. 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 repairs
• New service installations including moves
• Addition of services for existing customers

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

• Internet service upgrade
• TV receiver upgrade
• Modem upgrade

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 and entertained during this situation, several great channels are offering free previews. To see the full list, go to bell.ca/freepreviews.

Fibe TV and connected Satellite TV clients also have access to free on demand samples of hit series from HBO and Showtime on Crave, including Westworld, Insecure, My Brilliant Friend and more. To access, go to channel 1313 (Fibe TV) or to channel 1000 (Satellite TV).

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 until June 30th, 2020. 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.

Usage subject to Bell’s Internet traffic management practices. Please see bell.ca/ITMP.

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.