Cancellations FAQ

Modified on Tue, 7 Apr at 11:13 AM

This article covers frequently asked questions about cancelling your bOnline contract, including the notice period, cancellation fees, and how your final bill is calculated.

How to cancel your bOnline contract

To cancel, call 020 3617 9950. You must provide 30 days' notice by phone.

Please have the following details ready:

Account number
Registered mobile number
Email address linked to the account

Please note: Cancellations cannot be processed by email. All cancellations must be completed by phone to comply with data protection requirements.

Can I change my contract instead of cancelling?

If your current contract no longer suits your needs, call 0203 866 3925 to speak with the customer support team. They can review your account and find a plan that works for you.

What happens if I cancel after my minimum term?

You still need to provide 30 days' notice by phone and pay the final month of charges.

What are the minimum contract lengths?

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

A minimum contract length may also apply if you accept a specific offer from bOnline. This will be confirmed before you accept.

What happens if I cancel part of a bundle?

If you have a bundle (for example, Phone, Broadband, and Cloud Phone Services) and cancel any part of it, bOnline will apply the current separate charges for any services that continue.

How is my final bill calculated?

Your final bill depends on:

Minimum contract term: The number of days remaining on your contract from the end of your subscription.
Any days already billed in advance.
The products you subscribe to when your subscriptions end.

Disconnection fee

A disconnection fee of £25 per user for VoIP and £49 for services (such as broadband and landline) that require physical disconnection may apply.

Hardware fee

If you have bOnline hardware, the following charges apply:

£80–£150 per router (depending on the router)
£30 per VoIP phone

These charges are refunded once the hardware is returned to bOnline.

Your exact cancellation charges will depend on your specific products, contract length, and how many months remain. The bOnline team will confirm your cancellation charges when you call 020 3617 9950.

If you are out of contract, you are only responsible for any outstanding balance and the disconnection fee.