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Dear B-Online Customer Support,I am writing to express my serious concerns regarding the ongoing issues I have experienced with your company following the termination of my contract.I was a customer of B-Online for one year. As my business had ceased operations, I informed your team via telephone during the 12th month of service that I did not wish to renew the contract. I was assured at the time that my contract would end following payment for the 13th month and that no further charges would be applied.However, I subsequently received an invoice for the 14th month. I contacted your support team once again and was told that my service had already been terminated and that the charge would be cancelled. Despite this reassurance, I have now received yet another invoice '??? this time for the 15th month. To make matters worse, I can no longer log into the mobile app, which confirms that my account is no longer active.Frankly, I am baffled. What kind of company, what kind of system, and what kind of customer service allows a client to be placed in such a confusing and frustrating position?May I ask: how many times must a customer contact your support team in order to successfully terminate a contract?I expect a prompt and formal response from your company, and a resolution to this matter without any further delay. Please confirm that my account has been permanently closed and that no further charges will be issued.Yours sincerely,Man Ho WongI saw the missing calls. ThanksI'm working nowPlease call me after 3pm today or tomorrow morning ? Cheers8 April 2025 update:Thank you for your company'???s prompt response to my complaint. I'???m very pleased that my account has finally been successfully cancelled. I have updated my rating. Thank you, and I wish you a pleasant day.
I could not get through to customer services by phone, unavailable or engaged all the time. This is useless for a business if you need to report a fault for example.I emailed customer services who did respond quickly. I initially had difficulty resolving my query, although the customer service staff were pleasant & helpful within the constraints of the Bonline protocols. It got sorted quickly once Bonline had received all the necessary information. They are not as easy to deal with now as they were a few years ago. As a long standing and previuosly satisfied cutomer we are leaving Bonline.
MAJOR INCONVENIENCE WITH THIS COMPANY , STILL NO PHONE LINE ACTIVE DESPITE ASKING THE COMPANY TO ENSURE THERE IS NO LOSS OF SERVICES ! I HAVE BEEN TOLD THAT MY LINE WILL WORK ANYHOW , AND THEY EVEN SENT ME A PHONE FREE OF CHARGE AS I COMPLAINT REGARDING THE LEVEL OF SERVICE ISSUES DISTURBANCES AS WE ARE LOSING CUSTOMERS EVERYDAY . I WAS TOLD COULDNT CANCEL MY CONTRACT WHICH IS A BREACH OF TRADING LAWS . I HAVE TRIED MY HARDEST WITH THEM TO KEEP WORKING WITH THEM, I EVEN TRIED TO SIGN UP FOR INTERNET SERVICES WITH THEM BUT THE SALES ADVISORS COMMUINICATION IS SO CONFUSING , THE TALKED ME OUT OF TAKING OUT THEIR SERVICES . IF YOU ARE DISBALED AND HAVE HEARING ISSUES AND CHALLENGES , BEWARE WITH THIS COMPANY AS THEY DONT MAKEIT EASY FOR PEOPLE LIKE US AT ALL .
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