Main customer service
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
IVR root, choose 1 to 4 depending on team
Single phone number that fronts the broadband, VoIP, billing, technical support and sales teams.
Full contact directory, verified May 2026
bOnline contact number
The main bOnline contact number is 0203 617 9950, open Monday to Friday 9am to 6pm and Saturday 10am to 2pm. Complaints have their own line on 0203 815 6265 and general sales reach a direct team on 0203 697 4166. Below is the full directory of every working channel.
At a glance
Main line: 0203 617 9950
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR routes to 14+ business teams
Complaints: 0203 815 6265
At a glance
- Main line: 0203 617 9950
- Mon-Fri 9am to 6pm, Sat 10am to 2pm
- IVR routes to 14+ business teams
- Complaints: 0203 815 6265
Contact directory
Updated 19 May 2026
Phone directory
Every bOnline phone line in one table
Most teams sit behind the single IVR on 0203 617 9950. Complaints and general sales have their own direct numbers so you can skip the menu. Lines are open Mon-Fri 9am to 6pm and Sat 10am to 2pm.
Broadband billing
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 2, then 2
For invoices, missed direct debits and refund queries on a broadband product.
Broadband payments
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 2, then 1
To make a one-off payment or settle an overdue balance.
Broadband technical support
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 2, then 5
Connection issues, slow speeds, router resets and Openreach engineer escalations.
VoIP customer service
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 1, then 4
For Cloud Voice account questions, including number ports and call-recording set-up.
VoIP technical support
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 1, then 5
Softphone configuration, handset registration and dropped-call diagnostics.
New activations and router delivery
0203 617 9950Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Option 2, then 4
Track an in-flight install, missed router delivery or pending Openreach appointment.
Complaints (direct line)
0203 815 6265Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Direct, no IVR
Use this number, not the main line, if you want to log a formal complaint with the complaints team.
General sales (new accounts)
0203 697 4166Opening hours
Mon-Fri 9am to 6pm, Sat 10am to 2pm
IVR route
Direct, no IVR
Use this number for a quote, an availability check or to discuss multi-site SME setups.
Email directory
bOnline email addresses by team
Email is the best second-line channel after the phone, especially when you need a paper trail. Use the team-specific address rather than a generic catch-all, response times are noticeably faster.
| Team | |
|---|---|
| Customer service | [email protected] |
| Sales | [email protected] |
| Complaints | [email protected] |
| Suggestions and feedback | [email protected] |
| VoIP support | [email protected] |
| New customers | [email protected] |
| Website support | [email protected] |
Online channels
How bOnline handles non-phone contact
Outside the phone line, bOnline offers a live chat, a customer portal and a handful of social channels. Each is best for a different kind of query, and none of them yet supports self-serve cancellation.
| Channel | Selectra verdict | Detail |
|---|---|---|
| Live chat | Good | Blue speech-bubble icon in the bottom-right corner of bonline.com. Routes by topic, asks for name, email and phone before connecting. Useful for billing questions, slower for fault diagnosis. |
| Customer portal (my.bonline.com) | OK | Bills, usage and tickets are visible online. Some account changes (cancellation, name change, address transfer) still bounce you to a phone call. |
| Mid | Email tickets are answered, but response times vary by inbox. Use [email protected] or [email protected] rather than ad-hoc addresses. | |
| Social customer service | Mid | bOnline replies on X (Twitter) and LinkedIn in working hours, usually moving the conversation to DM or to the live chat. Not a primary support channel. |
Addresses
Where to write to bOnline
bOnline runs four working addresses, including the Egham head office, a London complaints address, a Birmingham router-returns address and a Cape Town South African office.
Head office
Centrum House
36 Station Road
Egham
Surrey, TW20 9LF
General correspondence, account changes, written enquiries.
Complaints address
Suite 2.02, Canterbury Court
1 to 3 Brixton Road
London, SW9 6DE
Formal written complaints under bOnline’s Code of Practice.
Router returns
1 First Avenue
Maybrook Business Park
Winworth
Birmingham, B76 1BA
Send routers and equipment after cancellation, within the return window, to avoid non-return fees.
Cape Town office
Office 101, 99 Stadium on Main
Main Road, Claremont
Cape Town, 7708, South Africa
South African support hub, behind a portion of bOnline’s call-centre operation.
Complaints process
How to make a bOnline complaint
bOnline operates a Code of Practice that follows Ofcom guidance. The process below is the same whether your complaint is about broadband, VoIP, billing or cancellation.
1
Contact the complaints team
Call 0203 815 6265, email [email protected] or write to the London complaints address. Include your full name, account number, billing address and a clear statement of the issue.
2
Allow up to 14 days
bOnline aims to acknowledge a written complaint within 72 hours and resolve it within 14 days. If the issue is more complex you should expect a five to ten-day investigation window. Keep a log of every call reference number.
3
Escalate if needed
After eight weeks, or on receipt of a deadlock letter, escalate to the Communications Ombudsman on 0330 440 1614. The Ombudsman is free for the consumer and its decisions are binding on bOnline.
FAQ
bOnline contact, your questions answered
What is the bOnline customer service phone number?
The main bOnline customer service number is 0203 617 9950. Lines are open Monday to Friday 9am to 6pm and Saturday 10am to 2pm. The IVR menu routes you to broadband, VoIP, billing, technical support or sales using options 1 to 4.
How do I make a complaint to bOnline?
Call the dedicated complaints line on 0203 815 6265, email [email protected] or write to bOnline Ltd, Suite 2.02, Canterbury Court, 1 to 3 Brixton Road, London, SW9 6DE. bOnline aims to acknowledge written complaints within 72 hours and resolve them within 14 days.
Can I escalate a bOnline complaint to the Ombudsman?
Yes. If your complaint is unresolved after eight weeks, or you have a deadlock letter, you can contact the Communications Ombudsman on 0330 440 1614 or at commsombudsman.org. The Ombudsman is independent and its decision is binding on bOnline.
Where do I return a bOnline router?
Send any bOnline routers and equipment to bOnline Returns, 1 First Avenue, Maybrook Business Park, Winworth, Birmingham, B76 1BA. Return is mandatory after cancelling your service; if equipment is not returned within the contractual window, bOnline can charge a non-return fee equal to the replacement cost.
Does bOnline have a contact phone number for sales?
Yes, there is a direct sales line on 0203 697 4166, open Mon-Fri 9am to 6pm and Sat 10am to 2pm. Use this number if you want a quote for business broadband, Cloud Voice or a Microsoft 365 bundle. For an existing-account sales question, the main line on 0203 617 9950 with IVR options 4 then 1 to 3 is the right route.