Review Time
Super amazing advisor, so helpful dealt with all my queries very effectively and he's was quick with resolving everything and love the way he communicated so kind and lovely he's the best he needs a big pay rise or a promotion definitely, he's truly a gem.
We needed a new fibre line installed at my church premises in order to get full fibre broadband. Openreach had to do the installation and caused a lot of issues resulting in it taking 4 visits to complete the work. Initially, it was difficult to get through to bOnline to sort the problems but once a manager was advised he put pressure on Openreach until the work was satisfactorily completed.
They started off really well with a great onboarding experience... however, I soon discovered that they have the worst customer service of ANY company I have ever dealt with when I wanted to cancel. They only accept cancellations over the phone, then they try to bully you into taking a different package. The product did not work for me and after more than a year of trying to troubleshoot (I even bought a brand new phone on their suggestion that it was my handset), I finally gave up and chose to cancel. They argued with me about how many times I contacted them for help and then wanted to add extra charges, the experience caused me so much stress. When they finally agreed to cancel without charge after I explained how appalling the service and attitude was, I received a system email to confirm the contract was cancelled. Yesterday (2 months later), I received an email chasing more payments and late payment fees! Absolutely atrocious! I am beyond stressed and disgusted,
Tricky sales tactics, impossible to cancel with hidden small prints, and ongoing billing issues.I signed up with Bonline after as I needed their service '??? only to realise immediately afterwards that I didn'???t. Despite explaining this, Bonline refused to cancel my 12'???month contract and insisted there is no 14'???day cancellation period.After a 9 months of not using this service and continued to pay the monthly bills. I cancelled the direct debit and requested for the remaining 3 months so that I could pay it off and come off the 1 year I was forced to keep despite having not used the services for a single day. The cancelling was a nightmare. This request for final bill was declined despite never used the service but continued to pay the bills only to be charged '? ?11.10 for direct debit admin fee. Their website doesn't have an option to cancel. Their frontline staff couldn'???t do it over the phone and insisted that I had to call back their cancellation team 1 month prior to the last 12 months. They've continued to invoice me with a '? ?5 ad-hoc charges but stated is '? ?2.50 on the invoice which was misleading. I still have two months to go and not sure what other issues I will encounter with cancelling the contract reading from the some of the reviews and continuous invoicing. Overall, Bonline'???s aggressive sales tactics, refusal to honour any cancellation policy, and abysmal customer service left me feeling exploited and frustrated with a service I never used. I strongly advise anyone considering this service to look elsewhere as they will force down your throat for 12 months . Ensure you read the small print bogus charges.
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