Cancellations FAQ

Modified on Wed, 26 Feb at 10:32 AM

If you are thinking of leaving bOnline, below is everything you need to know about our cancellation procedure and calculating your bill.

I’m thinking of cancelling my bOnline contract

We are sorry that you are thinking of leaving us. If it is because you are unhappy with our service, we may be able to fix things for you. If you are experiencing any faults, please call us on 0203 866 3925 to chat with a live agent, or send an email to complaints@bonline.com to speak to our senior management team. They will try to solve whatever issue it is you have.

Alternatively, if something has changed and your contract no longer suits your needs, we may be able to find you a better one. In this case, the best thing to do is to call us on 0203 866 3925, and our customer support team will go over our range of products and services to see if we can find one that suits your needs.

How to cancel your bOnline contract

In order to cancel your bOnline contract, please give us a call on 0203 866 3925 of your plan to leave with at least 30 days’ notice.

Calculating your final bill

The amount you will be 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.
You may also be liable to pay a disconnection fee, which is £25 per user for VoIP and £49 for services such as broadband and landline that requires physical disconnection by our technicians
If you have hardware that belongs to bOnline, you will be liable to pay for hardware not returned to bOnline, which is £80-150 per router (router dependent) and £30 for VoIP phones. Upon receiving these items back, we will refund you these charges

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.

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

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.

Example Scenarios

In order to clarify the charges on your final bill, we have included the following example scenarios. In all these examples, the customer still has six months left on their contract, and so is liable for these charges.

FTTC (Fibre to the Cabinet)

Monthly cost: £26.95 + VAT = £32.34
Total for 6 months: £26.95 * 6 = £161.70 + VAT = £194.04
Disconnection Fee: £49 + VAT = £58.80
ETF (Early Termination Fee): £252.84
Router charge (if applicable): £50.00 + VAT = £60.00
Total cancellation charge: £58.80 + £252.84 + £60.00 = £371.64

2. FTTC + 1 user VoIP

Monthly cost: £29.95 + VAT = £35.95
Total for 6 months: £35.95 * 6 = £215.64
Disconnection Fee (FTTC): £49 + VAT = £58.80
Disconnection Fee (VoIP): £25 + VAT = £30.00
ETF: £304.44
Router charge: £50.00 + VAT = £60.00
Total cancellation charge: £58.80 + £30.00 + £304.44 + £60.00 = £453.24

3. VoIP (3 users)

Monthly cost per user: £13.95 + VAT = £16.74
Total for 3 users for 6 months: £16.74 * 3 * 6 = £301.32
Disconnection Fee (3 users): £25 * 3 + VAT = £90.00
ETF: £391.32
Total cancellation charge: £90.00 + £391.32 + £60.00 = £541.32

4. Landline + UK LL & Mobile Calls

Monthly cost: £24.95 + VAT = £29.94
Total for 6 months: £29.94 * 6 = £179.64
Disconnection Fee: £49 + VAT = £58.80
ETF: £238.44
Total cancellation charge: £58.80 + £238.44 + £60.00 = £357.24

5. 4G Mobile Broadband

Monthly cost: £19.95 + VAT = £23.94
Total for 6 months: £23.94 * 6 = £143.64
Disconnection Fee: £49 + VAT = £58.80
ETF: £202.44
Router charge: £50.00 + VAT = £60.00
Total cancellation charge: £58.80 + £202.44 + £60.00 = £321.24

6. 4G Mobile Broadband + 1 user VoIP

Monthly cost: £25.95 + VAT = £31.14
Total for 6 months: £31.14 * 6 = £186.84
Disconnection Fee: £49 + VAT = £58.80
ETF: £245.64
Router charge: £50.00 + VAT = £60.00
Total cancellation charge: £58.80 + £245.64 + £60.00 = £364.44

In the event that the customer is out of contract, they are responsible only for any outstanding balances and the disconnection fee, which is generally cheaper than the alternative mentioned here.