445 Customer Reviews over 12 pages
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- 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
- Belfast
- Reviewing
- Onestream
- Date
- 2023-06-14
- Comments
-
At the time of writing this post it is June 12th.
First of all, good luck to anyone trying to get through to their Customer Service line. Out of the 4 occasions I have called, none have put me through to an advisor in less than 35 minutes. The most recent wait today was upwards of 50 minutes.
My reason for phoning is that my Go-Live date has continually been pushed back with no clear explanation given other than supplier delays (BT Openreach). I purchased the 12 month full-fibre option on May 5th with a requested Go-Live of May 27th.
Any time that I have spoken with someone from the company via email or phone I have been given arbitrary timelines, such as 'your Go-Live date will be confirmed within 2 business days' or 'Openreach should have the fibre survey complete in the next couple of weeks', which is all lies.
One of my questions to the advisor was how that 5 weeks have gone past with no indication from OneStream on the reason for the Openreach delays. I asked if this was typical and he stated not, but 'some areas are less staffed by Openreach engineers'. Which begs the question, why is every other broadband provider able to send out a Fibre router and have it installed within an acceptable timeframe?
Lastly, the advisor which I was connected to on 12/6/22 at approximately 4:10pm - Mohamed. Oh boy what to say. Obviously I was annoyed that I had to wait on hold for 50+ minutes (this being my 4th time calling also) so understandably my patience was a bit short. But I was no way rude or disrespectful, that is until he continually spoke over the top of me and started to get snarky when I asked more questions. Telling me to "calm down" and insisting that he had provided me with all updates, even though there were none, my router hasn't even been posted yet! I hope someone from OneStream reviews the call log recordings and gives this individual some extra training or a stern warning.
Long story short, I wouldn't bother placing an order with this provider if you at all value your time. Although they appear to be a reputable company, on several occasions I have second guessed myself if it is just a scam as so far it has certainly operated like one.
- Location
-
- Location
- Lairg
- Reviewing
- Onestream
- Date
- 2023-06-14
- Comments
-
Terrible service, cuts out constantly, and very slow speeds. Customer service is usually closed, takes ages to answer, and are hopeless. I'm stuck with crappy broadband and I can't cancel unless I pay for the whole contract.
- Location
-
- Location
- Caernarfon
- Reviewing
- Onestream
- Date
- 2023-06-13
- Comments
-
No customer service at all, was just talking to them and they put the phone down, tried again an dwaited over 25 minutes and no answer. Broadband went off this morning again as it's constantly dropping out. Useless company and now told them to cancel contract with them. Deal was supposed to be £25 per month but regularly charged over £30.
Would not recommend anyone sign up with then
- Location
-
- Location
- Worthing, sussex
- Reviewing
- Onestream
- Date
- 2023-06-12
- Comments
-
Should NOT be allowed to run a business.
No communication - all emails are not accepted and had been waiting for hours for a reply. Someone phoned me and refused to give his name. I explained that I wanted to cancel-“oh u must phone” then hung up. Ridiculous. What they do they confirm a connection date and that if no one is there u will be charged! Tried to email - not accepted in the end i wrote snail mail to their regs address to cancel. What is wrong with society? A different worrying world
- Location
-
- Location
- Gloucester
- Reviewing
- Onestream
- Date
- 2023-06-12
- Comments
-
Rubbish, don't waste your money. Worst mistake I ever made with tech. Stay away from this pathetic joke of a company.
- Location
-
- Location
- Bournemouth
- Reviewing
- Onestream
- Date
- 2023-06-07
- Comments
-
Absolutely shocking organisation to be held to ransom in the way of an agonising 12 month contract. They have been fined by ofcom in the past which still didn’t alert me to what I was letting myself in for. They lied about ending my contract which I have in writing, they still sent me a final invoice which I paid just to get them off my back. You can only contact them via chat on ( get this) Saturdays between something like 10am to 4pm!! They send an email reply saying they do not monitor the main email addresses for customer services or accounts. The most effective way to contact them in this hyper techno age is by posting a letter to them via the UK postal system using a cute little voucher called a stamp. Guess what? It’s faster than their internet, no I’m not joking, a system that is over 100 years old is the better way to get through to them. Have they not heard of the World Wide Web yet. The clue is in their shocking service, don’t let them ruin your mental health as I did.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Onestream
- Date
- 2023-06-06
- Comments
-
If I could give 0 stars I would. No customer service at all. They have increased my payments 3 times without any communication. How can a broadband provider not have an email address or support line. There live chat is never available and speed alot lower than contract stated. Still having trouble now after contract has ended
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-03
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
Do not get from this company. I got a broadband for £19 P/M. Service was inactive for the first 2 months. Couldn’t cancel it. Then they started taking £23 each months. Speed is less than what they say. And after 8 months they started taking £37 per month. No phone number, no live chat. Totally fake
- Location
-
- Location
- Brighton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
Criminals that need to be shutdown.
Unwanted optional extras that they don't allow to be cancelled.
Slow internet through out.
Over doubled my monthly payments at the end of the contract, but no way to contact them to leave.
Please, everyone in the same situation (I know there are many), raise your complaints as far as you can, including Ofcom. OneStream need to be shutdown.
- Location
-
- Location
- SCARBOROUGH
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
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careful, very careful, no good service. account and everything is not a straight forward. everything wrong
- Location
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- Location
- Bourne Lincs
- Reviewing
- Onestream
- Date
- 2023-05-30
- Comments
-
The worst company ever. Impossible to cancel your contract. Once your contract is over they ignore your requests to cancel. Takes ages to get through on the phone and when you eventually do they ask you to email and never respond and back to square one. Avoid this company at all costs.
- Location
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- Location
- Dishforth
- Reviewing
- Onestream
- Date
- 2023-05-29
- Comments
-
just now
NEW
If they look too good to be true then it is onestream! Impossible to contact anyone. Overcharged throughout. Bumped up prices with no notifications and impossible to contact anyone! Shocking company, stay well well clear of them!!
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2023-05-29
- Comments
-
I took Onestream on as part of an introductory offer, and the task of unchecking hidden extras is not something I'm used to, but it appears to be a hazard when signing up to these services nowadays. I've found this out the hard way.
When there were faults in the service, an engineer was dispatched to sort it in relatively reasonable time, but I quickly discovered this is because I'd been automatically signed up for the premium service package. Other customers without it have reported difficulty even getting them to answer the phone.
Next, I find that two weeks AFTER my contract has finished and transferral to a new ISP has taken place, they bill me on behalf of Kapersky for a full year of antivirus protection, something I had zero idea would continue once out of contract. Email blurb: "The good news is your Kaspersky subscription has successfully renewed","We understand that staying protected online can be a hassle, which is why we’ve taken care of it for you. The card saved on your account has been charged £59.95 which keeps your identity safe on up to 5 devices." The tone of pseudo-helpfulness is bitterly hilarious.
All of this is intentionally deceptive, ethically disgusting, and ultimately self-defeating, because I will not only never use this company, I will also advise everyone I know against using them. The more customers they do this too, the more word will spread.
To hell with companies that act like this, because they do not deserve your business, and as reviews like this pile up, they will hopefully bankrupt themselves when customers stay away in droves.
- Location
-
- Location
- Devon
- Reviewing
- Onestream
- Date
- 2023-05-28
- Comments
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Always drops out. Zero customer service. No staff work past 5pm weekdays. Weekends only online tech support. Never works. Zero!!!! Easily the worst Internet provider in the UK. Absolute and total rubbish. No redeeming factors at all!! Zero!!! Slower than they say. They put up the bills without informing you. Never respond to reports made. Total rubbish. DONT USE THIS IP!!!
- Location
-
- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2023-05-25
- Comments
-
Terrible experience. My time with Onestream was fine until my contract came up for renewal. When your contract is coming to an end, companies must give you 30 days' notice in case you want to go elsewhere.
One stream gave me 12 days (10 working days). after 11 days, they took a large sum of money from my account. I contacted them to say, "nope, I'm going elsewhere."
They promised to run to the end of the contract and then refund any money owed to me in 30 days.
2 months have now passed, and there's no money, plus they took a further large payment out of my account in May because "it hadn't been 30 days yet since I'd cancelled my contract."
For clarity, I wasn't cancelling, the contract had come to an end, and they didn't give me 30 notice.
I'm six calls and countless emails into resolving this. With no outcome.
Onestream promised to waive that I hadn't given them 30 days' notice because they hadn't given me 30 days' notice. But the refund they are offering isn't in line with this, even after I've clarified what they are going to pay me in writing. It's like they are trying it on.
I'm still having to fight, and as you can appreciate, we are in a cost-of-living crisis, and I need the money that is owed to me.
This company is bad. Avoid.
- Location
-
- Location
- West Wales
- Reviewing
- Onestream
- Date
- 2023-05-25
- Comments
-
Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-05-24
- Comments
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Atrocious customer service, inaccessible call centre.
Continually tried to make additional charges to the account and threatened default notices.
Avoid at all costs.
- Location
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- Location
- Rochdale
- Reviewing
- Onestream
- Date
- 2023-05-24
- Comments
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IT'S NOT WORTH IT
Ok so firstly if you have really bad luck and sign up with this company make sure you ring up IMMEDIATELY and cancel all the additional costs they add on in the print. I did this and still ended up paying more a a month after a 'free trial' for something ended which i definitely cancelled way ahead of time.
The people on the phone are really lovely and they help out quickly but the wifi is absolutely horrendous.
It drops out every 5 minutes I'm not even joking, I can't do zoom calls for work in the next room to the router. When I asked about it they literally said
"We can't guarantee connection"
So basically, they can provide you with the worst wifi ever, charge you for it and get away with not fulfilling your contract.
Can't wait to finish with this company
- Location
-
- Location
- South Croydon
- Reviewing
- Onestream
- Date
- 2023-05-23
- Location
-
- Location
- Derbyshire
- Reviewing
- Onestream
- Date
- 2023-05-20
- Comments
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Broadband has always been bad for 2 years but we have put up with it. They ignore emails regarding cancelling and make it hard to do so. Will never use again
- Location
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- Location
- derby
- Reviewing
- Onestream
- Date
- 2023-05-20
- Comments
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truly dreadful, hardly any internet when you ring they just want to charge you for new hub extras etc... its all about the money with these guys, also started ay £28 a month less than 6 months later its £40.11 ! read small print people.
- Location
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- Location
- Heywood
- Reviewing
- Onestream
- Date
- 2023-05-19
- Comments
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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
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- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-05-16
- Comments
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If I could give them a 0 star review, I would. Do NOT use OneStream as your internet provider.
I’ve been with them for 2 years now and they have just ropped me into another 2 year contract that I didn’t want to begin with. They used my vulnerability to their advantage and promised me stuff that they knew they couldn’t uphold. And now they’re trying to charge me 500 pounds to leave them.
I’ve had nothing but issues with them from the beginning. Slow internet, sometimes I’d be without internet for days at a time. This has happened several times. And with a severely autistic 2 year old and 5 month old who heavily rely on the internet, this is not ideal in the slightest. And when it did work, it would reach one side of my bed but not the other. And may I add, the router is right next to my bed. I’ve complained several times about the internet service I have received and have not received any sort of compensation once. They’ve only just given me a free month of internet because I threatened to leave them. Not only this but their price has doubled since I joined them 2 years ago which I cannot afford. Not once have they told me they were increasing their price like they are meant to. I haven’t even received a bill notification since July 2022. They’re beyond over-priced for rubbish internet.
When renewing my contract, I was promised it would be live within 10 days which would have been the 22nd of May. Then that changed to the 26th. Now it’s the 30th. Apparently the average time is 10-14 days but they didn’t tell me that and again, took advantage of my situation.
I was then told I could leave them within 2 weeks of my contract starting. When I decided to do that, I was told that was for new customers only and there’s nothing they could do unless I pay the 500.
The customer service is awful to add onto that.
I was told I’m a valued customer and I get treated like this? Disgusting.
Do not waste your money with them, learn from my mistake and go else where.
- Location
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- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2023-05-15
- Comments
-
Dreadful, dire service, slow , unable to contact. Eventually got through, promised I’d receive email to allow me to cancel the extra £3 for insurance they added. And to send engineer as sped below 3 ! Never received it, no one answers phone , cannot get into my account. Will cost £122 to leave as another 10months contract , can’t even get to do that! Please, DO NOT join. Worst company of any kind Iv ever known . Utterly shocking they are still in business.
- Location
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- Location
- England
- Reviewing
- Onestream
- Date
- 2023-05-14
- Comments
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Avoid - don’t give them your bank details. Multiple violations of consumer rights and direct debit laws. They overcharge and sign you up for unwanted extras. Impossible to get them on the phone and never reply to emails. Some customers have stated that they are promised refunds, but they don’t happen. They hide behind a weak Ofcom! They rely on you not taking them to court! But you will have too!
- Location
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- Location
- Prestonpans
- Reviewing
- Onestream
- Date
- 2023-05-11
- Comments
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I am incredibly disappointed with the services provided by OneStream. Throughout the duration of the contract, they drastically increased the prices of their service without any valid explanation or justification. This kind of behavior is highly unacceptable.
One of the biggest issues I encountered was the near impossibility of reaching their customer service department. Attempting to contact them is an exercise in frustration - the hours spent waiting on hold often end with disconnections. This lack of accessibility makes it incredibly challenging to address any concerns or resolve issues.
When I finally decided to terminate my services, I did so during an online chat conversation with one of their consultants. I received confirmation that the service would be disconnected on a specific date. However, to my surprise, the company continued to charge me for services rendered even after the agreed-upon disconnection date. This is a clear display of their dishonesty and a complete disregard for their customers.
Overall, I would not recommend OneStream to anyone. Their terrible customer service and unethical practices make it very difficult to use their services. There are many other internet service providers out there that are more reliable and professional.
- Location
-
- Location
- Barking
- Reviewing
- Onestream
- Date
- 2023-05-05
- Comments
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Onestream is the worst broadband provider in the whole of the UK. Avoid them by all means. The service is poor and when I moved house midcontract, they want me to pay £201 for termination of contract. Avoid by all means please.
- Location
-
- Location
- Camberley area
- Reviewing
- Onestream
- Date
- 2023-05-04
- Comments
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Over a week late in 'go live' and virtually impossible to contact - can only phone and they are always 'experiencing a high volume of calls' so it take over 30 minutes to get through and still no satisfaction. Big mistake! Yest they had 4 stars on trustpilot but I don't understand how!
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2023-05-03
- Comments
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Can honestly say this is the worst WiFI I've ever used. It can't handle more than one person working, I drop off on calls, the lag on calls is appalling and they don't fix the issues. I've just tried to leave as I can't get it to work and they're now saying they will still make me pay for the rest of the service now even though they have provided me an awful service for nearly a year. Not good enough and avoid.
- Location
-
- Location
- Mold
- Reviewing
- Onestream
- Date
- 2023-05-02
- Comments
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The worst of the worst broadband companies I have ever seen. They overcharging you for service with is not great, very poor customer service if you ever get hold of them. Live chat do not exist and if you try to call them be prepared to wait minimum 3h on line.
- Location
-
- Location
- North Wales
- Reviewing
- Onestream
- Date
- 2023-04-28
- Comments
-
I joined Onestream from TalkTalk because it was cheaper.
I didn't get off to a great start, the connection kept on dropping out and it was really slow.
I'm not the sort of person who normally complains, but I emailed their support and they arranged a BT engineer to come out. Communication wasn't amazing as I wasn't expecting him, he just turned up on a Saturday afternoon - this was the same week.
Anyway, he was up the ladders and re-did the cables, but that fixed it and I have great speed and stability.
I also cancelled my McAfee via email as I had already purchased Sophos email, but, they weren't pushy at me keeping McAfee.
All great now.
- Location
-
- Location
- North Yorkshire
- Reviewing
- Onestream
- Date
- 2023-04-28
- Comments
-
2 years of poor, slow connection. Poor customer service, lack of interest in resolving slow connection. Now when trying to end the contract 2 months in still no resolution and the cost has doubled since the start. I would never be able to recommend this company. Worst provider of internet services I’ve ever used!
- Location
-
- Location
- Shoreham by sea
- Reviewing
- Onestream
- Date
- 2023-04-27
- Comments
-
Worst company i have ever dealt with in my life. Did a home move with the onestream a month ago. Still no service. One email from them 3 weeks into the delay. 8 phone calls (on hold 20 mins + every time) from me to chase and find out whats happening. After a month they give me another go live date but send the engineers to my old address and have to send the job back. Completely inept. Avoid at all costs
- Location
-
- Location
- Cheshire
- Reviewing
- Onestream
- Date
- 2023-04-27
- Comments
-
Confirmation email states total monthly price. Company tried to add VAT to this!
Compulsory upsell addons not removed from bill despite having followed procedure. Further action to ensure this was necessary.
Inflation increase added to the notional full price of the product which was never paid. Original fixed discount then applied meaning that increase was higher than contract. And VAT was still added!
Resolved by discount back to original price, but so much trouble to sort it all out
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2023-04-25
- Comments
-
Truly horrendous! Particularly in the last year, multiple attempts to force you into added "extras" at additional costs. Forcing you to actively cancel them. No customer service at all. Have tried to contact them three times. Avoid !
- Location
-
- Location
- Worcestershire
- Reviewing
- Onestream
- Date
- 2023-04-20
- Comments
-
You reviewed Onestream
Lindsey prodger
0 reviews
GB
Rated 1 out of 5 stars
Absolute joke of a company placed an…
Absolute joke of a company placed an order online for broadband and phone for £16.99 then when order processed it changed to full fibre and no phone had to pay £18 more which I reluctantly agreed as sold on really fast 75 plus speed, engineer booked for end of Jan then cancelled and rebooked for 14th of February who was a no show then had the cheek to say called but nobody was in which was a complete lie as nothing on video door bell plus 2 people in house waiting from 8-3 who heard nothing. The 3rd booking finally took place on 16th of March and installation completed or so they claim.
Yet my internet speed is 25-35max depending on time of day, no digital phone calls available even though being charged for them and to make matters worse my other basic broadband and separate phone line to my annex has gone really slow internet and the phone line has been disconnected.
I have raised 5 complaints in total now and had various empty promises from team leaders to complaints management and still left in this situation complete joke if a company stay well clear.
I can’t even leave this company as nobody will even come back to me. Ombudsman notified who say I must get them to sort out the issue.
- Location
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- 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
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.