Review Time
Absolutely shambolic service for my 93 year old Dad, who lives alone in a rural part of Devon with no mobile coverage. He needed to upgrade his old copper line to Fibre. BOnline pursued him with advertising - even though they focus on companies. He went with them and it's been a disaster at every stage. Double order to Openreach created huge confusion. Original contract had dates incorrect (first 6 months half price was dated as less than 6 months before reverting to full price). They said they couldn't rewrite the contract. I have had multiple calls with BOnline emphasising his vulnerability and pleading that they don't risk him being cut off. They wouldn't take my word for it that Openreach had an appointment to fit the Fibre (double order - they were referring to the order which wasn't being actioned by Openreach). That meant they hadn't provided the router and phone in time and Dad would have been cut off. The Openreach engineer recognised the risk and left the copper in place so he could still use that for his service. He had to extend his contract with PlusNet to keep connected. Dad's phone, which he's renting from BOnline, won't receive calls. BOnline have already sent him a bill. For what?!!! He is now being billed twice given the need to extend his old contract. Formal complaint is coming if they don't resolve this quickly. Totally unacceptable to have put a 93 year old man living alone in a remote place in this situation. And they knew his circumstance from the very beginning.
Great service from Sakiena who led me through the entire process, patiently explaining everything and answering every question effectively and professionally.Thank you bOnline for providing great Customer service, and Sakiena for delivering a professional service.
Danielle Alexander Is an asset to your company. She was amazing helped with every step off the way and explained and was very patient. Amazing customer service. Went Above and beyond to make sure I understood everything. If it wasn't for her I wouldn't have ever joined. Once again Amazing service. I'm so happy.
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