430 Customer Reviews over 43 pages
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- Location
- Chester
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
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Not the best broadband provider. I'll Move back to my old broadband provider. The provider did not include a hidden charge. It's best to avoid it and go somewhere else.
- Location
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- Location
- Caernarfon
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
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The most difficult deceitful company I have ever had the misfortune to deal with. Contract prices are made up. Waste of time using the online help. My sincere advice is to avoid at all costs.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2024-03-27
- Comments
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Terrible company, terrible customer service. OneStream confirmed they were eligible in my building prior to setting up with them. On our go-live date, our services failed so I called them. They explained that there should be an ONT box in the building (they previously confirmed this and told us we did not need an engineer) but after extensive looking, we realised there wasn't. They then told us it would be 200 pounds to send an engineer and 14 working days, even though they were the ones who confirmed we didn't need one and failed to mention the fee! When I cancelled they told me I would incur no additional charges and then a month later I was charged 35 pounds for anti-virus protection. Run, run, run!
- Location
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- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-17
- Comments
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I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
All that is without a landline.
- Location
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- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-12
- Comments
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nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.
I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...
No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.
The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.
Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
- Location
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- Location
- Leicestershire
- Reviewing
- Onestream
- Date
- 2024-03-05
- Comments
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I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.
That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".
I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-03-04
- Comments
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My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
- Location
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- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2024-02-28
- Comments
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OneStream charge for cancelled services and left me with no Internet for over a month
Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.
In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.
When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.
When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.
If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.
They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-02-24
- Comments
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AVOID AVOID AVOID!!!
If I could give no stars I would. When I 1st joined I was charged the anti virus thing even though I cancelled it once the free 3 months was up. When I called up to ask why they had taken the money out even though I had cancelled it the man on the phone was very funny with me and basically told me I was stupid for cancelling it. Took me about 20 times for him to finally listen to me and with a huff and puff he eventually cancelled it. There were also other hidden costs I hadn't asked for. The internet speed is rubbish. I am in a small flat and can't even connect in the room next door. Can't wait to leave.
AVOID AT ALL COSTS.
- Location
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- Location
- Carlisle
- Reviewing
- Onestream
- Date
- 2024-02-14
- Comments
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Stay away from these. The absolute worst company I have ever dealt with.
They were on paper the cheapest broadband provider so decided to go with them.
First con to watch out for is McAfee which is an opt out service rather than the usual free trial so they took a good chunk of money out for a years service through direct debit which is totally wrong. Had to phone to get it refunded which wasnt terrible as they did offer callback.
Broadband service was not good at all its sync speed was slower than my previous 3 providers. It was also very slow to load websites and found when doing a DNS healthcheck the primary automatic DNS was bad so changed it to use public. Bills went up with the usual april increase but wasnt at all cheaper than my previous supplier.
Then got the contract is coming to an end email with my account number. This allowed me to access the portal as without the account number I had to ring again which was not happening. Found it has enrolled me in some BT protection cost. Was able to opt out on the portal which I wont benifit from as defiantly moving provider.
Then 15 days before the contract end they send me an email saying my broadband is going up to extorsionate costs and there is a 30 day notice period. Phoned to cancel and no callback function this time. Waited 12 minutes of hold music then silence and they hungup. Rang back and it was an 18 minute wait and got the same silence and now on again waiting to be answered.
Robbing con artists.
- Location
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