bOnline Contact Number, Email, And Complaints Guide

Are you trying to speak to someone at bOnline? This bOnline contact number guide has details of all the channels in which you can get in touch with bOnline. From its phone numbers to its live chat and various addresses, we’re sure you’ll find the best way for you to contact bOnline. Read on to find your preferred contact method.

bOnline Contact Number

Getting in touch with bOnline is super-easy, this Broadband Provider has a several numbers for customers to call. However, when you call the bOnline contact number, you will need to follow the IVR to ensure you get through to the right department.

In the table below you can find the bOnline contact number and the instructions on how to get through to a bOnline advisor who can best serve your needs.

bOnline Live Chat

Another great way to get in touch with the provider, especially if you’d rather not call the bOnline contact number, is to use the bOnline live chat. You’ll be able to discuss your query with a live chat advisor without ever having to make a single phone call.

It can be an easy way to get help from bOnline, and you’ll get help and support quickly. However, some departments are not very active in the live chat - though it will tell you how many agents are online, this means you can choose to wait if you’re not in a hurry or you can decide to call the bOnline contact number if you urgently need help.

Some of the topics you can discuss through bOnline live chat are:

• To make a payment or to discuss an overdue balance
• To discuss your bill 
• If you’re having trouble logging
• If you have an onboarding or activation question
• For technical support

Once you choose the main topic, you might be asked to choose the service you would like to get help for, such as:

• VoIP Phone System Support
• Broadband & Phone Line Support

To use the bOnline live chat service, just look for the blue speech bubble icon at the bottom right hand corner of your screen. Once you click it, you’ll just need to provide the following information to get started:

• Your name
• Email address
• Phone number

Email bOnline Customer Service

You can use one of the bOnline email addresses to contact the provider regarding a general customer service query or for technical support, you can also get in touch with bOnline by email if you have a complaint or would like to talk about upgrades or new business.

Below you will find the available bOnline email addresses that you can write to.

Write To bOnline

bOnline has several addresses, and depending on your query, you will need to choose the appropriate bOnline address for your needs.

bOnline Head Office Address

The bOnline Head Office Address is the main address for bOnline and you can send general correspondence to this address.

bOnline Ltd
Centrum House
36 Station Road
Egham
Surrey, TW20 9LF

bOnline Router Returns Address

If you’ve ended your service with bOnline, you will need to return any equipment that belongs to the provider. If you don’t return the equipment, bOnline may charge you for it. Once your service has ended, you can send your router and other equipment to the following address:

bOnline Returns
1 First Avenue
Maybrook Business Park
Winworth
Birmingham, B76 1BA

bOnline Complaints Address

Customers who are unhappy with the service from bOnline can send a written complaint to the following address:

bOnline Ltd
Suite 2.02
Canterbury Court
1 - 3 Brixton Road
London, SW9 6DE

bOnline Cape Town (South Africa) Address

bOnline is a truly worldwide company and maintains an active presence in South Africa. The bOnline address for its Cape Town headquarters is:

bOnline Ltd
Office 101
99 Stadium on Main
Main Road Claremont
Cape Town, 7708

bOnline Complaints

When your service has been sub-par, you might decide you’d like to make a bOnline complaint. The process to make a complaint is straightforward and bOnline has a Complaints Code of Practice, which is compliant with the latest recommendations from Ofcom.

The first step to making a bOnline complaint is to get in touch with the bOnline complaints team. You can do this in the following ways:

If you’re making your complaint to bOnline in writing, via email, the online form, or post, you should make sure to include the following details:

• Your full name
• bOnline account number
• Installation and/or billing address
• Contact email address and telephone number
• Details of your complaint

bOnline aim to respond to written complaints within 72-hours of receiving the complaint and will attempt to call you first. In the event that you’re not reachable by telephone, the complaints advisor will send you an email instead.

Once you’ve made the initial complaint, bOnline will try to resolve it right away. If that’s not possible, you should allow five-to-ten days for the complaint to be fully investigated. The good news is that bOnline does aim to resolve all complaints within 14 days, so you shouldn’t have to wait too long.

After bOnline has provided you with its decision, you have 28 days to contest it before the complaint is closed. If you’re not satisfied with the outcome of your bOnline complaint, you can request further investigation. However, if bOnline is unable to do anything else to resolve your complaint you can escalate it to the Telecommunications Ombudsman who will be able to review your complaint further. However, you can only escalate complaints to the Ombudsman if you have met either of the following criteria:

OR

• At least eight weeks have passed since you first made the complaint
• You’ve received a “deadlock letter” from bOnline

Below are the contact details for the Telecommunications Ombudsman.

• Phone: 0330 440 1614
• Email: [email protected]
• Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
• Website: https://www.ombudsman-services.org

If you’re getting in touch with the Ombudsman by phone, you should know that its opening hours are Monday to Friday from 8am until 8pm and Saturday from 9am until 1pm.

What does the Ombudsman do? The Ombudsman handles only the most serious complaints against Energy Suppliers, Broadband Companies and Mobile Providers. They are independant and the decisions the Ombudsman make are binding towards the supplier and providers. You can learn more about what the Ombudsman does in our Guide to the Energy Ombudsman.