Nunavut Bell Mobility customers complain people can’t hear them on phone calls

A phone call where the person on the other end can’t hear a word you're saying — that’s what Nathalie-Isabelle Richard says it's like trying to call someone in Iqaluit these days.

“We can hear people talk, but people cannot hear us,” she said. “They will hear like fragments of words.” 

Richard is a Bell Mobility customer and pays $110 a month for the service. She says along with people not being able to hear her, phone calls also disconnect often. 

Bell is one of the few cell providers in Nunavut, alongside the internet service Northwestel. 

She first noticed this issue back in October, and said she has complained multiple times to Bell but they haven’t always been able to hear her over the phone — the very issue she complains about. 

“They gave me a ticket and they said they need a technician specialist to call me back,” Richard said. “He tried to talk to me but he said I will call you back because I don't understand what you say.”

In a voice mail from a technician, Richard says Bell told her they are aware this issue is persistent and that a temporary fix is to install Wi-Fi calling at home. 

In an email statement, Morgan Shipley the senior manager of communications at Bell said they are aware of the “voice call quality issues” affecting Nunavut customers. She said Bell is investigating the issue and will give an update once more information becomes available. 

Laura Deal is also a Bell Mobility customer in Iqaluit and has complained to Bell about this issue. In a message to CBC, Deal said on a recent call Bell told her this issue wouldn't be fixed until cell towers in Iqaluit are upgraded. 

Richard also said she suspects it’s a cell tower issue and Bell should send someone to fix it. 

In an email, CBC asked Bell if cell towers are behind the calling issue, but Bell did not confirm the cause. 

In the meantime, Richard has submitted a complaint to the Commission for Complaints for Telecom-television and has also asked for her money back from Bell. 

Ultimately, Richard says it’s not about the money, it’s about the lack of service. 

“They have an obligation to serve people. They have an obligation to repair,” she said. “I don’t know why they’re not giving us this service.”