Review of Bonline
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.
