Fiona M.

We started using bOnline in April 2020 for their VoIP services, and in all my years in business, signing up with bOnline has been one of my biggest regrets.

When the system is 'working', the calls constantly drop and the actual call quality is very poor with the lines constantly sounding like they are fuzzy or really crackly. Calls frequently don't get through to us and sometimes they do get through to the software but it won't let us answer. Sometimes the phone can be ringing and we're all wildly trying to answer across all our devices. Like any business, missing calls is bad for reputation and the bottom line however bOnline just don't seem to care. We are nearly a year down the line in a three year contract and I have asked numerous times to be let out of my contract and to part ways amicably as they genuinely seem unable to deliver a functioning product however this request has never been answered and all they've done for us despite daily issues is grant me a one time £30 credit.

I am the company director and they've left me with a phone line that works maybe 1 hour in every 24 for months now. The last communication I had with one of the support team was on the 13th of January when he said he was on a call right at that moment trying to sort things for me and would be straight back in touch after the call. There has been no update since, and I've emailed three further errors with no response.

I purchased a VoIP system that worked on both desktop and mobile to provide the ability for people to work from home during evening and weekends - bOnline barely works on anyones mobile so I've ended up in the office on the evening and weekends trying to use the desktop to make important calls and I've also had to pay staff overtime to stay in the office late during busy periods.

When we originally got the system we were asking frequently for support from the team to try to get things to work better, but they talked us through the same steps almost every time. Our Wifi and computer systems which operate every other software systems we use with no issue were continually blamed by BOnline. At one point we were told the latest Mac update was to blame and that we had to downgrade our software to continue using bOnline. When we advised we couldn't do this as all other apps would eventually struggle to work with downgraded software the customer representative on the live chat sent us a sad face emoji.

Sometimes, you can get the app to work by deleting it, re downloading it and reactivating your soft phone. This is what bOnline suggest you do every time it stops working. The team can do this multiple times a day between all our phones with varying degrees of success.