Cancellations FAQ

How do I cancel my bOnline broadband & Fibre or VoIP services?

If you do choose to leave bOnline, we have a cancellation procedure which needs to be followed.

We need you to call us on 0203 866 3925 to give us notice of your intention to end our services. We require this notice within 30 days of your plan to leave.

Charges for ending your bOnline contract early

Ending your service before the minimum term will result in early cancellation charges.

Upon early cancellation, the remaining monthly charges in your contract are still liable to be paid.  

These early cancellation charges will be calculated by taking into account your plan and how many months remain in your initial contract (minimum agreed-upon term of service).

How long is my contract for?

When you agree to sign up for bOnline broadband or fibre and cloud phone services (VoIP) services a minimum contract length applies (minimum term).

For most bOnline products, the minimum contract length is 12, 18 or 24 months, unless otherwise stated.

A minimum contract length can also apply if you take up certain offers from bOnline, but we’ll tell you this before you accept the offer.

When do I have to pay early termination charges?

For  Broadband and VoIP services: Early termination charges only apply if your subscription ends before the end of your minimum contract length (minimum term), for reasons other than those permitted under your contract. Please refer to your contract for more details. 

In all cases, if you cancel your service after you’ve reached the end of your minimum contract length (minimum term) you will still need to provide by phone 30 days' notice and pay the final month of your charges. 

How much will I be charged?

The amount you're charged depends on:

How long you have left of your minimum contract length (minimum term) from the date of the end of your subscription, calculated in days;

The days you’ve already been billed for in advance; and

The products that you subscribe to when your subscriptions end.

This means the amount you’re charged may not be an exact multiple of the monthly charges listed in the examples referred to below.

To find out how much you’ll be charged for each month remaining, based on the products that you take from us, contact us at 020 3617 9950  

Examples

bOnline Broadband example:

If you’re a bOnline Broadband customer, paying £16 per month, on a 12-month minimum contract length (minimum term) that started on 2 August 2018 and you cancel it on the 16 April 2019, your total early termination charge would be £96. Here’s how that’s worked out:

Broadband + Line Rental

(£16 + £16) x 3 (for May, June and July) = £96 early cancellation fee.

The amount of your early cancellation fee depends on your chosen package please refer to your monthly invoice for more information.

Cancelling Bundle Deals

If we have agreed to provide you with a bundle for all or part of the Services (e.g. Phone, Broadband and Cloud Phone Services) and you terminate any of these Services, we will automatically apply to you our then current separate charges for any Services we continue providing to you.