445 Customer Reviews over 12 pages
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- Location
- WATFORD
- Reviewing
- Onestream
- Date
- 2021-03-31
- Comments
-
Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.
- Location
-
- Location
- England
- Reviewing
- Onestream
- Date
- 2021-03-25
- Comments
-
To appreciate how genuinely bad Onestream are here is just one email in a string of communications between us:
Written 25th March 2021:
Yes, I do want a call tomorrow please.
I do not accept your point of view. I am concerned by constant errors and poor service, and I don't appreciate your prior or latest written response:
"...there isn’t anything else I can advise on. We’ve spotted an overcharge and have remedied it"
Perhaps you could contemplate how poorly this, and your previous unclear written statement, appear to a customer.
The fact is we've not been with you very long, but face yet another charging error. I am deeply concerned by the bills we've received to date all being massively over prior contractual cost expectations.
As a result we have no idea how much we've actually spent per month to date. I have no visibility of the amounts of various refunds or dates of refunds being applied. I cannot assess whether credits have been applied correctly. I have no idea how much my monthly bill run-rate is or forecast what it will be. I'm frustrated by the contract tariff vs. actual costs and cannot easily audit cost variances to date; The billing errors, credits applied, numerous amendments, poor visibility of transaction dates, with no clarity of refunds, all add to the general chaos surrounding Onestream.
In addition we've had to buy a BT home hub system to boast the WiFi signal because Onestream is the weakest home WiFi we've ever had.
We can't get the usual caller display we've consistently had with other suppliers. We don't have a phone messaging system which has been free with every other supplier.
I bought this service based on perceived lower costs yet in reality this is the most expensive and troublesome phone-wifi package we've ever had. That shocks me.
To frustrate matters even further, the Onestream communication lines are a disgrace; the chat system is unresponsive and you don't take phone calls. I am solely reliant on this cumbersome email method.
Genuinely I'm counting the days to being able to switch suppliers.
In summary, Onestream has not provided a good technical service on any level to date. It's proving far more expensive than anticipated with excessive billing errors. Onestream customer services is not fit for purpose by any standards.
So, yes please, I would like a call tomorrow.
The agenda should include, but not be limited to the following:
1. I'd like to explain my frustration your response caused and reiterate how bad it is to be one of your customers.
2. I want a full explanation of our billing, credits, and refunds in total to date.
3. I want a financial billing summary sent to us. Our business accountant can then confirm there is no mis-charging, that refunds and credits have been applied correctly and physically recieved to ensure there is no potential for fraud.
I look forward to speaking with you and hope you can approach the call with an appreciation of how frustrating it is to deal with Onestream.
Yours sincerely
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2021-03-20
- Comments
-
Keep well away from this lot!!!!
I signed up for this lot but after reading reviews I cancelled. Nevertheless a router was posted to me. After speaking to a live chat member, I was told to send it back with the courier when it arrived.
On 26 Feb I received an email asking for the router to be returned. I told them I had sent it back. On 19 March I received another email asking for the router to be sent back with a threat of charging me £52 if it was not returned. I have sent another email to them.
- Location
-
- Location
- Isle of wight
- Reviewing
- Onestream
- Date
- 2021-03-09
- Location
-
- Location
- Caerphilly
- Reviewing
- Onestream
- Date
- 2021-03-03
- Comments
-
Within 3 days of joining Onestream, I knew I'd made a bad decision. Connection was intermittent and speeds were dire. Customer support is poor as only live chat is available. Fortunately, I raised a complaint within the 14 day period and they allowed me to leave free of any penalty charge. My advice to anyone thinking about signing up to Onestream would be to think again. I've been with Sky, Plusnet and EE previously but I've never experienced anything like the issues that I have with Onestream. Go elsewhere and learn from my mistake.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2021-03-02
- Comments
-
Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2021-03-02
- Comments
-
Their website mentions no in-contract price hikes and it is a complete lie. We were on a £17.99 12 months contract and it went up to £30.98 within months. They are thieves...
I couldn't even believe they get away with stuff like that
- Location
-
- Location
- Staffs
- Reviewing
- Onestream
- Date
- 2021-02-22
- Comments
-
Exceptionally terrible. I've been waiting 2 months for a service from them and they give me nothing but empty excuses time and again. Each time they promise they are doing everything they can, and week after week they do nothing. A truly useless bunch of wastrels. Avoid like the plague if you value your time.
- Location
-
- Location
- Darlington
- Reviewing
- Onestream
- Date
- 2021-02-15
- Comments
-
AVOID!!!!
I am finally able to get on my computer and write this review......that's because today I finally left this god awful company and my old provider took over my connection. I have never experienced such dreadful service.
NO phone contact
Online chat was hit and miss.
First 4 days were fabulous then it just went off and could not reach anyone. I never knew when i was going to be able to connect and work from home. They close at 5.30pm Mon-Fri and closed over the weekend - ZERO Help during that time, well zero help during office hours either! Could never reach anyone by phone, no reply to messages for call back. When i finally did get a call it was to ask "if they could sort this today would i consider staying with them" HA! I had been struggling with them for TWO WEEKS - 2 weeks it took them to try and rectify this and that was also a week after i submitted my cancellation form (from work as i had no internet at home)
Absolute Joke of a company and Zero customer service!!
AVOID AVOID AVOID at all costs!!!!!
- Location
-
- Location
- Bexley, London
- Reviewing
- Onestream
- Date
- 2021-02-09
- Comments
-
I placed an order for broadband and all I ever was an emil acknowledging the order. There was no router delivery and I could not speak to anyone in order to resolve the matter. In the end I had to go through my bank to get a refund of the initial payment. AVOID THIS COMPANY LIKE COVID19!
- Location
-
- Location
- West Berkshire
- Reviewing
- Onestream
- Date
- 2021-02-09
- Comments
-
Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.
- Location
-
- Location
- Denny
- Reviewing
- Onestream
- Date
- 2021-02-04
- Comments
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Avoid these people seriously service is non existent. They need to be held to account.
- Location
-
- Location
- BATH
- Reviewing
- Onestream
- Date
- 2021-01-31
- Comments
-
Avoid this company unless you want to lose your internet connection and not be able to contact anyone to rectify the situation. This company should not be trading!!
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2021-01-21
- Comments
-
I'm reasonably happy with the connection I've experienced so far. Nice and fast, and the package was discounted when I started so very cheap.
Customer service is varied; I gave one rep a 5 star review he absolutely deserved, but I had others I'd happily drown for the good of humanity, including an email from a snarky manager.
Be aware they ship routers with outdated firmware from 2018 when there were serious issues with the FBI and Avast flagging known DDoS and Cryptohacking attacks; Avast Threat Landscape Report 2020 expected increases in these and there is evidence of personal data being grabbed when going through comprimised routers.
The Technicolour router they supplied me has no auto-firmware update meaning that security patches are not updated. They currently have no services for customers to download firmware updates and I have asked for this security concern to be escalated.
In fairness, they are NOT the only ISP who does this, and I have confidence that they will address this glaring issue promptly to demonstrate a leading role among ISP's.
tl;dr Reset the chat if you're landed with a dork and try again; excellent speed; wave their failings publically and watch them shine; learn internet security, it's YOUR responsibility too.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-01-20
- Comments
-
Shocking service. Should have gone live last week, but still haven't received router. They are completely uncontactable - don't answer their phones, respond to emails or engage on their web chat. Avoid at all costs!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
-
AVOID - raise prices mid-contract without any notice and then charge you extortionate amounts to leave, citing some lost line in the small print of that contract they know people don’t read. Extortion and corporate greed at its finest. Not to mention constant issues with broadband cutting out and a non-existent customer service (until they want money from you!!)
- Location
-
- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
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BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........
- Location
-
- Location
- wokingham
- Reviewing
- Onestream
- Date
- 2021-01-08
- Location
-
- Location
- Alton
- Reviewing
- Onestream
- Date
- 2021-01-05
- Comments
-
Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
- Location
-
- Location
- Alton
- Reviewing
- Onestream
- Date
- 2021-01-05
- Comments
-
Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
- Location
-
- Location
- Leeds
- Reviewing
- Onestream
- Date
- 2020-12-30
- Comments
-
Just wanted to leave a quick note to thank all the people who have reviewed this company and left the negative reviews. I’m glad I did my research before almost signing up. Seems like I dodged a bullet! So these reviews definitely make a difference! Thanks for the heads up.
- Location
-
- Location
- Rochester, Hoo
- Reviewing
- Onestream
- Date
- 2020-12-11
- Comments
-
Please people do not sign up with these pirates service is useless customer service is useless they refuse to resolve issues but are happy to continue to taake money from you. I am in the process of getting rid of these mugs and jump to another provider, If you sign with these you will wish you had not. They totally refuse to accept faults
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2020-12-10
- Location
-
- Location
- Stockton On Tees
- Reviewing
- Onestream
- Date
- 2020-11-25
- Comments
-
I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.
I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.
I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.
And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.
- Location
-
- Location
- Nottingham
- Reviewing
- Onestream
- Date
- 2020-11-21
- Comments
-
I paid the £50 deposit then they mailed me to say that if I wanted the speed that I'd asked for I would have to pay another fee to BT Connect for ADSL between (£70 - £190). I immediately cancelled but now they wont return my deposit so I'm taking them to Small Claims Court very soon.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-10-25
- Comments
-
Avoid..
I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-15
- Comments
-
Avoid at all costs - the actual broadband was patchy and slow (although not unbearable).
The worst bit though was in the middle of our contract they claimed they could no longer afford the discount set out in the contract and raised the price from £13 to £25/month. Shortly after the price rise kicked in they then lowered their prices again for new customers.
Dishonest, disingenuous and just poor.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-14
- Comments
-
I actively avoid confrontation, and yet I'm utterly exhausted from dealing with this company and trying to rectify their mistakes. Never have I seen such incompetence: within just six months of my time with them, they managed to overcharge me, change the guaranteed speed *AFTER* I'd signed up (then fail to reach even the new minimum speed), dodge my emails, incorrectly charge me engineer fees twice only to later rescind them, and finally wrongfully chased me for money after I'd cancelled.
Terrible customer service, all the staff I spoke to were young casuals who I had to pity: they'd been given no training or resources to actually help, instead they awkwardly sympathise with your complaints without actually providing a solution. Reeks of ownership and management that is incompetent at best, but probably deliberately deceitful.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2020-10-08
- Comments
-
I have not had problems with the speed or reliability of the connection with OneStream, however, I was unable to use my Chromecast with it, I was paying 3 times the price of what I thought I would be paying but the worst was when I received a letter to say that OneStream would take legal action against me, despite, themselves having broken the terms of our contract, despite myself informing them in writing that I do not agree to the new proposed terms and I wish to cancel my connection and despite having already been assured by OneStream's customer service via email that the account was closed and no amount was owed. It is outrageous being threated with legal action for not having done anything wrong, just because OneStream are incapable of keeping up with their records. Also, there is no means of speaking to anyone during COVID. Appalling service overall.
- Location
-
- Location
- cornwall
- Reviewing
- Onestream
- Date
- 2020-10-06
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2020-10-05
- Comments
-
been whith them for over 2 years on they basic broadband for me its beeen excellent had to call a cople of time annswered phone strait away and sorted problems out straitaway very frendly staff if they give me the same deal will rejoin for a 3rd year can not falt them .
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-09-14
- Comments
-
*WORST BROADBAND OUT THERE*
I honestly could not dislike a company more than onestream. They have the most rubbish internet out there, we've been paying £29.99 for over a year for their super fast fibre broadband and even when your 1 metre away from the router you're still on buffering for minutes on end before you see the page. They also have the worst customer service, I was basically called a liar when I had try to complain about the internet speed and I was told that the internet is working and is very fast despite not being able to use it.
DO NOT I repeat DO NOT use them for broadband. Save yourself the misery and stress, now going to virgin media for £24.99 and looking forward to it!!
- Location
-
- Location
- Northants
- Reviewing
- Onestream
- Date
- 2020-08-14
- Comments
-
Avoid. No interest in customer support, and if you escalate anything to the "Executive" team, they will flat-out argue with you and be rude. I am having to take legal action against them. Read the reviews - simply the worst.
- Location
-
- Location
- Aberdeen
- Reviewing
- Onestream
- Date
- 2020-08-14
- Comments
-
Broadband was fine with good broadband speed. 8 Months into the contract and in the middle of the Corona lockdown they cut of my service without any warning, phonecall or email. Customer services were then entirely uninterested in helping me get set back up. Would not recommend and am now with an alternative provider.
- Location
-
- Location
- Frome
- Reviewing
- Onestream
- Date
- 2020-07-26
- Comments
-
Utterly horrendous. The broadband doesn't work there is no customer service... no replies to emails or complaints.
Am left with no broadband and no one to help.
Losing money with my business. Wouldn't wish them on my worst enemy.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Onestream
- Date
- 2020-07-21
- Comments
-
Ok, So I went with Onestream as they were cheap ..really cheap when compared to others. I'm a grown man & should have really known better in fairness.
Ordered FTTC (Fibre to the Cab) - but the order was then changed to normal Copper dal end to end as there was no capacity in the local exchange for Fibre ...despite me being able to order it via their website. (Strike 1)
Everything was ok for the first 4/5 months ...not amazing speeds - but enough to work with.
Then the problems started ......
All of a sudden my broadband price DOUBLED, and some rubbish email from them claimed this was due to the COVID-19 situation.... How/Why/WTAF ? (Strike 2)
Last month I had a fault on the line, line had noise on it, broadband would drop out for a few hours at a time. Tried reporting it to them via their amateur website & to be frank about it - I've had better trips to the dentist.
Was constantly told there was no issue found, it got to the stage where I lost my cool said I was going to a different provider. All of a sudden a 'fault' was detected on my line. I can only put this down to a pure coincidence (Strike 3)
So to recap, (1) I didn't get what I ordered in the first place. (2) My price has doubled due to a nasty flu like bug (3) They need to be forced to look into problems.
3 strikes .. I'm out and heading towards Plusnet
Stay safe & stay clear of Onestream broadband
- Location
-
- Location
- Wantage
- Reviewing
- Onestream
- Date
- 2020-07-18
- Comments
-
Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-07-16
- Comments
-
**Avoid at all costs**
I was in a difficult situation where there was a possibility I was going to have to move due to covid. I enquired about my options and the associated costs of terminating my contract early (without actually confirming the cancellation), as it transpired - I moved house and asked to have the service relocated. I contacted onestream to process the transfer and they advised that the contract had been terminated, I would have to pay a early termination (which was the balance of my contract in full) and then pay again for a new connection!!! Effectively meaning they want me to pay double for the same service. This means that they are trying to directly profit from vulnerable people caught up in convid. Disgusting behaviour. When the broadband was working, it dropped out constantly and they never offered compensation for each drop out. Do yourself a favour and select another provider at all costs!!!
- Location
-
- Location
- Prestonfield
- Reviewing
- Onestream
- Date
- 2020-07-14
- Comments
-
Log a complaint quite few times, yet no action taken. Infact they promised to take action in three days. Now, its has been more than 2 months. Always internet interruption. My advise to others, leave them, don't even come close. Look for other reliable provider.
- Location
-
- Location
- manchester
- Reviewing
- Onestream
- Date
- 2020-06-25
- Comments
-
very poor customer service .no one to help no phone line working for them ,only live chat ,thy put you on hold for a long time and the end you tell you someone will call you .very very poor i advise no one join them even for free
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.