430 Customer Reviews over 11 pages
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- Location
- Lincoln UK
- Reviewing
- Onestream
- Date
- 2021-05-20
- Comments
-
Unfortunately the 66 mbps offer at point of sale was not to materialise after a month of being with one stream.
I got 10-12 mbps over the past two days.
WiFi I get up to 45 mbps DOWN (on a good day).
Wired Ethernet cable I get no higher than 45 mbps DOWN.
Customer service is nonexistent. You cannot get hold of anyone. They say three days to reply to emails as calling them is (they say) a five minute wait. It’s way longer than five minutes.
I came from Sky and it was expensive for what they gave me but it was well worth the customer service. One stream do not like customers, clearly.
The hub you get is the cheapest bit of plastic going and I would suggest getting a decent hub.
In all I’d say if it sounds too good to be true… it usually is.
- Location
-
- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2021-08-24
- Comments
-
Avoid.the price I was told was not what I had on my second bill.extras put bill higher something that I was not told about.another rip off broadband provider
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2019-10-07
- Comments
-
Faultless transition from Vodafone but no communication via email wont answer the phone, the broadband is ok but the router is rubbish so terrible wifi now in the house, seems to have a password on the router so I cannot copy the profile and use a better one. To say the router is 'super duper' is a lie it's the cheapest one availible. Shame on you. Especially charging 9.99 for it probably cost less than that.
- Location
-
- Location
- England
- Reviewing
- Onestream
- Date
- 2021-03-25
- Comments
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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
- Cornwall
- Reviewing
- Onestream
- Date
- 2022-12-13
- Comments
-
Onestream Broadband is okay but their customer service is absolutely atrocious and bar far the worst I have experienced in 21 years of being online.
- Location
-
- Location
- Horsham
- Reviewing
- Onestream
- Date
- 2022-04-15
- Comments
-
Have had 2 engineers sent out - no update for improvement - promised a replacement modem but that hasn't happened. Now the Live Chat never works and it's a long wait to get through on the phone. Nail in the coffin has been the latest email sent out forcing us into the 'Free Trial Activated' (I checked the terms and conditions). If we go against it they now say they'll charge a £120 engineer fee (but we're not the ones causing broadband issues!) - Absolute joke.
- Location
-
- Location
- County Durham
- Reviewing
- Onestream
- Date
- 2021-10-19
- Comments
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I am in general satisfied with the internet speed etc. However, I do not understand their management policy in term of refunds. In the first month, I mistakenly paid the invoice twice. I requested them to refund one of the payment since they owe some money from me. However, they refused to refund. I found that some UK companies have this kind of malicious practice, and it seems that Onestream is one of such company.
- Location
-
- Location
- Heywood
- Reviewing
- Onestream
- Date
- 2023-05-19
- Comments
-
Absolute rubbish my contract states 19 a month there taking £26+. And £34+forms fee security I never asked for Ime nearly 80 Ime going to cancel and look elsewhere only been with them 3month had enough
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2021-05-10
- Comments
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The fact that the company charge £10 for a late payment, which I've attempted to resolve the same day I received the text notification, is poor form. A fine of this type only serves to punish further customers who are likely already struggling financially, and there are apparently no grounds for appeal. I know this is a typical aggravated customer catchphrase but this, for me, is enough to mean that I'll be leaving Onestream as soon as I'm out of contract, and I'll be spreading reviews to ensure other potential customers know about this slithery policy. This is absolutely not the time or the climate to be issuing fines; people are struggling, and the higher-ups in this company don't have an ounce of humanity between the lot of them, it seems. The shareholders and CEOs might walk past a £10 note in the street but for me and a lot of customers, that's shopping for the week, or public transport for a few days. I'm incredibly disappointed, and quite hurt.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-10-30
- Comments
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I ordered fibre service from OSB as we have a limited choice in this area and special deal was offered. Internet was fast but kept dropping and I had critical need for reliability. I had no responses from customer service by email or phone - just kept ringing unanswered - so we cancelled within 14 days guarantee. OSB took a DD anyway, when I disputed that they charged my credit card. again I disputed.
Very poor communication about service issues, but absolutely rabid about chasing payment. Now threatened with debt collectors and CCJ.
IMHO a company to avoid doing business with.
- Location
-
- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2023-04-19
- Comments
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Contractual trickery and subtefuge.
All my fault but leaves a nasty taste in the mouth. After a year I'd say the broadband itself was pretty reliable but not above the minimum guaranteed - more fool me for not doing something about it. Plus only at renewal did I notice the tricky way they added 'Onestream Assured' and took an extra £4/month for next to nothing. And cancelling was an awful experience which of course I didn't allow the 30 notice period for.
- Location
-
- Location
- South West England
- Reviewing
- Onestream
- Date
- 2023-03-20
- Comments
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Avoid! Almost impossible to contact. Onestream supposedly removed an added value service that is pure profit, discovered it has been billed every month. 66% price increase after year one to £46.33 per month. Ofcom complaint for breach of licence to be submitted
- Location
-
- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-05
- Comments
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Absolute bunch of scammers.Do not under any circumstances give them your bank details.Cancelled my direct debit as the agreed price of £19.95pm turned out to be £27.50pm but they still found a way of getting into my account and taking monies.
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2023-01-30
- Comments
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The worst company I've ever had the misfortune to deal with, they load your bill with extras that you are opted into without your consent. These are free for 2 months, presumably so that people will be unaware of the increase until it's too late, I only became aware of this by chance when I came across the dozens of poor reviews from people with the same experience. I'm currently stuck with a bog standard router I didn't want or ask for that I'm going to be forced to pay nearly £50 a year for and that at the end of my contract I'll have to return at my own expense. I was informed that if I want to end my contract early I'll have to pay the entirety of the contract in full.
Customer 'service' was just plain aggressive and unhelpful.
Hopefully this review can save somebody the dreadful experience i've had, as well as a not insignificant amount of money.
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
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I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-28
- Comments
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After 3 months the broadband speed dropped and so as I have an older laptop I struggle picking up the WiFi. As on more than one occasion for the refund for a antivirus that I do not need, 6 months on still waiting. I would not recommend Onestream.
- Location
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- Location
- Yorkshire
- Reviewing
- Onestream
- Date
- 2022-05-11
- Comments
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Very poor customer care. Don’t answer phones. Don’t reply to emails. When you finally manage to get through they cut you off. They make mistakes on bills and cut people off. They will threaten customers with muddying their credit score if they don’t get you to pay fines they’ve made up. STAY WELL CLEAR
- Location
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- Location
- Nottingham
- Reviewing
- Onestream
- Date
- 2022-12-02
- Comments
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Very bad practices preventing people easily ending contracts. Still not able to confirm my cancellation and reluctant to send any written confirmation of this.
When offered an 18 month contract one presumes it's for no more than this period but that's definitely not the case with Onestream!
- Location
-
- Location
- derbyshire
- Reviewing
- Onestream
- Date
- 2020-04-17
- Comments
-
Avoid this company at all cost shocking bad service my internet went off 6 weeks iv had to move to another provider its a joke avoid avoid
- Location
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- Location
- Oakdale
- Reviewing
- Onestream
- Date
- 2022-12-26
- Comments
-
Awful company with terrible customer service, addons that are hard to remove and a service that is hit or miss.
They are cheap for a reason, that reason being they are shockingly bad. I had to fight for months to get money back from a service I had cancelled.
Please do not use this company if you're trying to save money. Read the reviews, most are bad because it's true. Pay that little extra and get a better service.
- Location
-
- Location
- Bonnybridge
- Reviewing
- Onestream
- Date
- 2019-11-27
- Comments
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When I moved house they could not provide broadband in the new location. They then said they would cancel my contract due to this.
A month later they charged me again so i phoned them, eventually getting through and spoke to someone else who said they'd cancel it again for me and refund the extra charges.
Now the next month there is no sign of my refund and they have just billed me again claiming that my contract was never cancelled. This is three times I have had confirmation of it being cancelled and still been charged.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-11-30
- Comments
-
Worst possible experience I have had with any provider. This is one of the most opaque operators I have ever come across. I had signed up by phone. A couple of unnecessatlry 'extras' were added that one could cancel by phoning customer service in the first month. Excepet customer service never answers the phone. There is no email access. To setup internet account one needs account no. which is never provided in any email they send you, which only include order no. So cancelling the service during the cooling off period is impossible. Once I got through but the person on the other end of the phone was most unhelpful. I asked to cancel all extras, but still got billed for totally ridiculous, unwanted antivirus. Had to fight through my bank to get my money back. The reduced broadband rate on offer was meant to last the whole year but rate was hiked after 3 months. It is not made very clear that one needs to give a month's notice to quit even when the contrat finishes. If customer service emails you, you can't use the reply function. The router (a very basic one), has to be returned within 2 weeks of end of contract, otherwise you will be billed £50.00. They aren't registered with ofcom, so some basic transparency is not provided.I am just glad that I am finished with this company.
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
-
Please please DO NOT use this company, i wish i read all the reviews 1.5 stars out of 5 speaks for itself, you will constantly have a problem with the company! My internet has been susspended because they can't seem to manage someone paying in full. You will be waiting hours in a que to speak to someone, you will be lied to and get ready for money to be taken out of your account for no reason, AVOID AT ALL COSTS! DONT BE FOOLED LIKE I DID
- Location
-
- Location
- Boston, Lincolnshire
- Reviewing
- Onestream
- Date
- 2023-12-26
- Comments
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I should have left when I had the chance, but was persuaded to stay when Customer Service promised they would be ablevto make the broadband cover each room in my small bungalow. Again, for the 3rd year running, I'm not able to get WiFi in my kitchen and dining room area. I used to be able to connect in the garden and on the driveway, but this is no longer the case again. They sent a different router and then proceeded to charge me for it despite the coverage issue being their problem. I complained to Customer Service and was just told to adjust the band I'm on - which has made zero difference. Each time I walk from my kitchen to my front room, I have to reconnect to the WiFi. Not ideal, Onestream don't care because they are getting paid each month for a crappy service that I can do nothing about. I definitely will not be renewing at the end of my contract this time.
- Location
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- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-06
- Comments
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Just tried to ring about moving house.
Waited for 1 hour and 5 minutes for the call to be ended on their end. Furious.
- Location
-
- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
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Customer service very poor. Argumentative call centre after a 30min wait. Bill increased by £10 mid contract.
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2021-08-10
- Comments
-
One of the worst providers we have been with. Switched from Virgin Media to avoid early cancellation fee (moving house soon and Virgin is all 18-month contracts for existing customers). Wish I had just stuck with them now to be honest! Broadband drops off at least twice a week. Not great when working from home either!
- Location
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- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-17
- Comments
-
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
- Dundee
- Reviewing
- Onestream
- Date
- 2021-04-09
- Comments
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My line was taken away from me without my permission and OneStream says this was by BT while BT has no record of this, so OneStream tried forcing me to pay £30 to get the line back or the early cancelation fee because they made a mistake, it took weeks for them too say I can have my internet back without the extra fee, it was supposed to take 14 days but after 14 days there was still nothing, contacted them again and was told this would take ANOTHER 14 days meaning I will be 40 days out of internet for absolutely no reason, you can see why they have such bad ratings, I will be changing providers the exact day that my contract is done.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-15
- Comments
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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
- Scotland
- Reviewing
- Onestream
- Date
- 2023-08-11
- Comments
-
Avoid Avoid Avoid!!!
Good enough wifi but contract term and conditions are terrible, all discounts they’re offering is just a scam, on the end of contract they will rip money off you!!!
Even though my contract finished i still have to pay another monthly payment without discount, so for last 2 month onestream ripped me of £49 each month were supposed to be £22
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2021-10-04
- Comments
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At least once a month the internet disconnects for at least 48 hours, one stream claim they don't know when this will happen, but suddenly it'll stop working due to works in the area.
On the install I was told by the installer that he'd be back after he got a part, he never came back, one week after that someone else came to install the internet, but no one emailed me or rang me, I had to chase,
I was also recently without internet for a week
3 times I have spoken to customer service and 3 times I was promised my account would be credited and I would not pay the full amount, especially after I was without internet for a week, which is important when you now work remotely.
3 times now I have paid the full amount even after being reassured I wouldn't.
I don't particularly enjoy spending hours wasted on hold to an internet company, but I've probably rang to complain more in the last 3 months then I have in 3 years at my last property (was with BT). I changed because the price seemed very good, but all I can say is I guess you get what you pay for, Unreliable service and a customer service incapable of actually actioning anything.
- Location
-
- Location
- Boston
- Reviewing
- Onestream
- Date
- 2022-11-02
- Comments
-
A load of crooks, very good at threats but don't listen.keep away, don't have anything to do with them
- Location
-
- Location
- West midlands
- Reviewing
- Onestream
- Date
- 2020-01-27
- Comments
-
Avoid avoid avoid! Been passed from pilar to post. Spoke to nearly all the staff at the customer services department and none could come up with a reason why they haven’t been connected the internet in over a month. They still had the cheek to charge me even though I was promised I wouldn’t have to pay. Even now I’m sitting here without any internet a months and a half later. Worst company ever. I’ve cancelled my contract and gone elsewhere. Complete waste of time.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-07-14
- Comments
-
Horrible customer service, lines always busy, email not being monitored and contact form you never hear a reply from
- Location
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2022-03-12
- Comments
-
Administratively a joke as a company. They ignore complaints. Their internet service is unreliable. They fail to provide the service paid for. They lie and fail to meet their empty promises. A disgrace of a company. One of the biggest mistakes I've made going with them - negatively impacting my credit rating, failing to provide internet, and driving me stir crazy with abysmal service.
- Location
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2022-11-08
- Comments
-
Definitely NOT recommended. Signed up to an 18 month contract for 22.50 per month and ended up paying nearly £30 per month by end of it. Extras added on that I had not requested - apparently an email was sent advising of charges and right to cancel, I have no record of any email. Admittedly I didn't always notice the amount being taken from my account but if you're signed up for a set amount each month you shouldn't need to. Decided just to change provider when contract ended only to receive an email telling me I'll be subject to early termination charges. As a result I phone them and just get the hard sell trying to convince me to stay with them. The broadband service received during the contract was not reliable, we frequently had to restart the router and devices to get connection. They need to improve the service on offer and be more transparent about charges.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-06-19
- Comments
-
They took unauthorised payments out of our account leaving us with no money for food. They were totally uncaring and unhelpful saying it would take them approx a week to reimburse us. Also said they had no provision for helping customers in financial difficulty. We are pensioners and they were rude and uncaring of a problem that they caused.
- Location
-
- Location
- Chester
- Reviewing
- Onestream
- Date
- 2023-01-16
- Comments
-
Dreadful company, if having a reliable broadband connection is important to you please use a different supplier.
Despite accepting that there is issues on the line which they've had weeks to fix - they just blame openreach and refuse to let me leave without penalty even though they know the line is still at fault and dropping most days.
Similar to other reviews, they have an attitude of me being stuck with the contact even though its not working, which is really immoral,
Having to pay for extra data daily on my phone so that I can work from home for the charity i volunteer for - which can't carry on so until I can move provider I can't help suicidal people
- Location
-
- 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
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Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.