445 Customer Reviews over 12 pages
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- Location
- Dundee
- Reviewing
- Onestream
- Date
- 2021-06-04
- Comments
-
Started of with onestream fine, got t he guaranteed speeds and it was okay, only issue was the range that the router could distribute WI-FI was pretty bad 3 Meters at best. A month or so down the line my Wi-Fi gets shut off with no explanation after inquiring I was told BT took over the line and I can either pay a cancelation fee or pay to get the line back, I went and asked BT why this happened and they had no record of this at all. I went back to argue with OneStream for weeks until they finally said they would get the line back without charging me and it would take 14 days at most, 2 weeks go by and nothing. So I checked back with them only to find that there was "problems" and it would take another 2 weeks to get my internet back and they didn't even try and contact me to tell me this I had to go back and complain to them. Eventually I got my internet back and it was working fine and I was reasonably happy. Of course as expected my internet stops working properly again a month later. All of the ethernet ports dont work, and the Wi-fi connection is abysmal at the very best when it's working, this is with any device even in touching range of the router, they are sending out another router, of course it's the terrible old piece of plastic that they have as there standard router so I will have to see if that works but based on the rest of my experience I am not going to get my hopes up. Also every time I've had a problem there first solution is to try sell me something such as paying to get the line back or to upgrade my router to one that's actually useful for about £35.
I advise anyone considering OneStream to go to absolutely any other provider.
- Location
-
- Location
- Durham
- Reviewing
- Onestream
- Date
- 2022-04-28
- Comments
-
This has to be the WORST internet I have ever had in the past decade. The signal is complete garbage and dips whenever I am gaming every 30 seconds. Customer service is bad and that is if you can even get through to them. I was on TalkTalk before and never had this issue and I am now going back to TalkTalk. AVOID THIS COMPANY!
- Location
-
- Location
- Ealing
- Reviewing
- Onestream
- Date
- 2022-12-18
- Location
-
- Location
- East Midlands
- Reviewing
- Onestream
- Date
- 2024-01-26
- Comments
-
Avoid Onestream like the plague. By far the worst ISP I've ever used.
The first thing I'll say is their customer service is woeful. Online support tickets go unanswered, almost impossible to get through on the phone, a chance you'll get randomly cut off and the opening hours for the phone lines are awful.
My bad experience with them started early on. During the sign up process, you get offered 'Onestream Assured' which is additional monthly fee for who knows what. I left this unticked to say I didn't want it. Shortly after switching over, I also received an email for a free trial of Kaspersky Internet Security. Again, I didn't want or ask for this so ignored it and the activation code in the email went unused.
A few months later, I see my bill has increased a lot. It turns out, my free trial of of Onestream Assured AND Kaspersky Internet Security has ended and I'm now being charged a monthly fee for them! Two things I never signed up for or agreed to. Oh, and you can't just cancel these online. So I try to get in touch with customer services to get these cancelled and a refund or my account credited for these two things. I'll refer back to my first point here: customer service is non-existant. I ended up emailing the complaints email with a very strongly worded complaint and eventually got a response and this issue was put right, but they still had the cheek to blame me for not cancelling these at the start of my contract. Why on earth would I think to cancel something I didn't sign up for!
Throughout the contract, I had many loss of broadband, for hours at a time in some cases. Never had that with any previous providers nor with my current provider. Speeds were rarely what was guaranteed when I signed up. Now, with a normal broadband provider, you'd just contact them and check if there was a problem with the line. But this is Onestream, the worst ISP in the world for customer service, so good luck with that, especially if the issues are in the evening when their customer service team (can you call one person a team?) has gone home.
The final issue I had with them was leaving. I switched to a much better provider and thankfully the switchover of services went smoothly. Did the billing stop? Don't be silly. Even after leaving, my DD to Onestream came out. Couldn't get through on the phone to them to sort this. Sent a support ticket which they aim to respond to "in 3-5 days". A month later I finally get a response, saying they hadn't received notification from my new supplier (yeah, right). They still didn't actually cancel my service. I couldn't respond to that support ticket online as it was now closed and it said I should reply to the email to confirm I wanted to cancel. Their email was from a noreply email address... Unsurprisingly my reply bounced back. So I had to send another support ticket, to which I never actually got a reply.
In the end I cancelled my DD and ignored their dire warnings that my service would be terminated. In total I've been billed for around an additional 2 and a half months since I switched provider. Whatever savings I made originally by going with such a cheap provider has been completely lost (and then some) by all this.
Never again will I try to save a few quid on broadband. I'll be sticking to the major providers who provide what they advertise and are easily contactable when there are issues.
- Location
-
- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2021-10-29
- Comments
-
Started off well, but the service over the last 6 months has deteriorated significantly. We signed up to a 67mbps service with guaranteed minimum speed of 49mbps. We're actually receiving between 1 and 6mbps.
Customer services are non responsive, as is the complaints line to their 'executive'. Currently trying to get Ofcom involved to exit the contract early.
Avoid Onestream like the plague - appalling service, slow speeds, inadequate router. No redeeming features.
- Location
-
- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2022-05-09
- Location
-
- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2019-11-30
- Location
-
- Location
- Eastbourne
- Reviewing
- Onestream
- Date
- 2023-01-28
- Comments
-
Just Dont do...
im so annoyed now
They advertised £19.95 a month service, its a con
you cant access account details, change account setup online, can only ever be done via online chat at weekends or over the phone
they set you up with a £30per year antivirus package without authorization,they tell you, you have to cancel package before they debit your account and just take money from account,
they even charge an extra £3.99 for some assured service, but how can you cancel that, after theyve taken money by direct debit.then only by contacting them
then they charge you £10 for cancelled direct debit and no dd payments
bunch of cowboys will fleece, avoid at all cost
- 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
- Edinburgh
- Reviewing
- Onestream
- Date
- 2019-11-12
- Comments
-
Please dont sign up with this provider. Not reliable at all. Just keep promising with the delivery time for router. 'i'm apologize for the delay' is their best answer. Then blaming the delivery company for the delayed. Joker!!!
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Absolut scam, a couple of tips to deal with Onestream, CANCEL DIRECT DEBIT one day before they take payment. Let them contact you.
If they fail to provide Broadband, CANCEL DIRECT DEBIT, they will definitely call you.
If you want to change your broadband they will say they raised a ticket for someone to call you so don't believe it. Just CANCEL DIRECT debit 1 DAY before they take payment. Put a reminder in your diary.
- 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
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-07-04
- Comments
-
I’m not being dramatic when I say this is the single worst company I’ve ever attempted to use. Their customer service is horrendous, you’ll be waiting for at least an hour only to be placed on hold and not have your problem tended to for several days. Their billing is ridiculous, they’re still trying to charge me to my account which I closed 3 months ago.
Do not use this company. About at all costs
- Location
-
- Location
- Eltham
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
-
Renewed at old price online in January but charged new price in February.. rang them to confirm that I had renewed at old price they agreed and said the March payment would reflect the refund that was due because they’d taken too much from my bank. Now the March payment has been taken and it’s even more than they took last month.... in all I’ve been overcharged by £33 in just two months... now it’s Easter weekend and I can’t get in touch with them and I can’t afford to put petrol in my car... I’m 71 and I could do without all this worry. I wish I’d seen all the bad reviews they’ve got before I signed up with them ☹️
- 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
- England
- Reviewing
- Onestream
- Date
- 2023-05-14
- Comments
-
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
-
- Location
- England
- Reviewing
- Onestream
- Date
- 2021-11-25
- Comments
-
Awful company!! I moved home and my broadband to another property and had problems ever since, I called and informed them that I was not getting the guaranteed speeds, they continued making excuses for this and each time they tried something it didn’t work. I gave up calling because they weren’t resolving the problem. 4 months went by with awful internet I decided I’d had enough, called back and they did a test and said there was an issue with the copper line (which they had never picked up on when I initially called multiple times with problems) they then sent someone out to fix this and we were still not getting our guaranteed speeds. I spoke to Onestream the next day to inform them of this and was told to try and change the channel for interference which is something is done previously and didn’t work. I called a few days later and was told that in order to cancel I would have to pay a fee even though we have tried everything and the problem has still not resolved. I was also told they have 8 weeks to try to fix a problem I have informed them about until I can leave without a penalty and even though I called 4 months earlier and told them there was a problem they have apparently closed that case even though it was never resolved so my 8 weeks starts from last week. I spoke to 2 people that day saying I had issues with speed and then once speaking to a 3rd person we now “apparently” have issues with the internet in the local area which isn’t their fault. They have also overcharged me since my move which I believe breaks their contract. Also an email they sent me states I’m meant to pay £0.00 per month for 12 months but they are charging me.
- Location
-
- Location
- English
- Reviewing
- Onestream
- Date
- 2024-04-09
- Comments
-
Checked my bills and I have been paying extra for an "Assured Service" each month.
I was not made aware of this and I'm now a year into my contract. What a waste of money.
When I started my contract I was automatically enrolled to a McAfee service which I did not agree too and had hassle cancelling that.
The router is extremely low quality. Avoid like the plague. Go with a proper company.
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-07-11
- Comments
-
Been without service for three and a half weeks. No one is doing anything about it. The few times they have tried to contact me, it has always been during my uncontactable hours - which I have reminded them of every time I have contacted them. Phone calls and online chat are pointless as when I finally get through, the advisers can only pass on messages - which are then ignored. Can't speak to anyone more senior. Official complaints have been ignored. Feels like a cowboy broadband provider: They take your money and ignore any problems that arise. Avoid at all costs. They are not worth the headache.
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-02-01
- Comments
-
Literally the worst wifi I've ever had. It drops out EVERY single day. Sometimes for 5 minutes, sometimes for days. No amount of rebooting the router or my devices does anything. I can't believe they even call themselves a broadband provider. What exactly is it you're providing apart from a headache?
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
-
Should be able to put 0 stars. Awful in every sense - currently sat on the phone (63 minutes already) and still waiting to be answered. Overcharging, stating I signed up for extra services when I didn’t, slow internet…avoid at all costs.
- Location
-
- Location
- Exeter
- Reviewing
- Onestream
- Date
- 2022-04-26
- Comments
-
Onestream are terrible - fortunately I was able to cancel before my "go live" date. On taking out the order, an engineer appointment was booked. No email notifications of this appointment. Take the day off work - nothing. Try to get in touch with them - their "lines are busy, 10 minute wait" automated answer never answered, the callback option never called back. The "one minute wait" livechat took over an hour to respond. Then I learned the engineer appointment had been moved to the next day. No notifications of any of this. Then I cancelled, and was then told an engineer wasn't arriving anyway as I was only being "transferred" to their service (despite me being new to fibre). This leads me to think that the service wouldn't have been fibre at all. Overall this company is atrocious, and I'm extremely glad to escape being locked in with them, despite having to wait another two weeks for a new supplier.
- Location
-
- Location
- Farnborough
- Reviewing
- Onestream
- Date
- 2023-09-10
- Comments
-
Just as everyone ahead of me, I have abysmal experience with them. They messed up my go live date, cancelled my original order, which they didn't tell me, and created a new order with a new go live date. Sent text messages on both days so I had no idea what's going on. For the confusion they offered me a month free. Still haven't received that. Half an hour easily waiting on the phone and then a very rude agent pretty much shouting with me that they can't help! Like what??? They add "free" extras to your contract Eve if you express that you don't want that as you don't want to risk to forget to cancel them and ince they go full price you would pay like £40 or more. Router not included in price?! Never replied any of the written messages. As she couldn't tell why my credit just disappeared from my account without deducting from my bill, she said she will get back to me. Well I still haven't heard anything. I will have to constantly contact them over and over again. I am seriously considering to cancel even though that would cost £160 at this point. The internet is never the speed they guaranteed, my tv/phone very often says no internet... I just don't understand how is it allowed that such a horrible company on every level can operate and rip off so many people without consequences. There has to be a way to get out of a contract if they don't fulfill their end.
- Location
-
- Location
- Folkestone
- Reviewing
- Onestream
- Date
- 2022-10-03
- Comments
-
Since I've been with onestream for broadband wi/fi it always disconnects. I am constantly using my 4g on my phone any my Netflix is constantly buffering. Just got home from work and thought I would try and contact customer service but now out of hours. I'm a patient person but my patience has just run out.
- 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
- Gillingham, Kent
- Reviewing
- Onestream
- Date
- 2023-12-07
- Comments
-
Unethical business practices - Avoid at all cost!
I started on a 12 month contract with Onestream broadband in March 2023 and had to terminate my earlier in September 2023 as I moved out of my property. Due to early termination, I had to pay for the whole duration of the contract plus early termination charges. I paid all the fees and even got an acknowledgement from one of the staff members (Aston) that my balance is clear with no further payment. Out of the bloom on the 27th of November, I receive an email from Onestream asking me to pay £19.99 and again today (07.12.2023) with more threats that they'll take me to court. I even replied to their billing email about the confirmation of payment, etc but with no reply. I am absolutely guttered with their fraudulent practices of trying to extort money from people despite everything has been cleared out. It's disgusting and I regret so much for having chosen this company. They will do everything to manipulate customers - avoid them at all cost! I have reported this to the Ombudsman and will now expose them futher on social media. I repeat - avoid them at all cost!!!
- Location
-
- Location
- Girvan
- Reviewing
- Onestream
- Date
- 2019-10-27
- Comments
-
Got phone installed but haven’t had broadband working at all since I moved over a month ago. Useless trying to call customer services as after waiting 15 minutes each time I gave up, they don’t reply to emails either. Installation charges are a rip off for a service that doesn’t work. Service and communication for a communications company are shockingly bad. Switched to another provider with no set up costs. Avoid onestream like the plague!
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-06-12
- Comments
-
DO NOT SIGN UP WITH THESE THIEVES.
Long story short, they set up a direct debit and charged me for the present month and next month, fair enough. Once they had took the payment they then set up another direct debit in a different name and tried to take the payment again.
When I blocked that transaction they cut off my broadband stating that they reserve the right to stop my service if I don't have an active direct debit? After many phone calls confirming the original direct debit was still active my broadband still wasn't re-activated. Then I got repeated text messages telling me I was in breach of contract and will be charged for the rest of the years subscription, which they had turned off.
Looked at my bank account yesterday and they had used my card details I gave them for the £10 router delivery, took £30 for kaspersky anti virus that I had opted out of and confirmed on 2 separate occasions. I saved the online chat transcript but this didn't make any difference, it was being passed to the relevant department.
Absolute scam merchants and thieves, avoid at all costs
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2021-04-21
- Comments
-
Tried to cancel been told it will take 30 days to cancel even though spoken to bt and they said they can take over the line in 2 weeks,constant lies!!!! Reported now to financial ombudsman and ofcom bunch of conmen!!!!
Still no internet,still no answers, honestly this company got the nerve to keep adding fake reviews, please stop it it's embarrassing
Well I would like to say it is not a good start to joining these jokers, firstly had to chase up my router, as no email, of any kind to let me know I even had a contract with them, cannot get through to there online chat keeps crashing,got through eventually on the phone. Eventually got a email stating I'm going live on the 14/04/2021, which is fine, that day came and passed then was told the 19th, that date came and passed,
Now they're blaming openreach saying a delay on the line, cannot give me a date, on when my internet is going live. Please don't waste your time with them giving them one day as I know for definite that I'll be calling them and hoping I get through to cancel my contract, appalling service
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-05-01
- Comments
-
If I could give 0 stars for this company, I would. We purchased our broadband in March and had received an email for the delivery and go live date of the 8th of April, the broadband package was delivered on this date and an engineer appeared a few minutes after to install the broadband. It worked for a few minutes, and then I returned to the property the following day (as had not moved in fully yet), and broadband was off completely.
I had to phone Onestream on the same day, 9th, to ask for them to have someone fix this. The person on the phone told me that they would get back to me via email to give us some clarification of this issue as our go live date was the 8th. No email over the weekend, so I contacted them again on Monday the 11th in the morning to ask if they had any more updates, the customer service advisor told me that we should expect an engineer out on this same day. Low and behold, 2 engineers did actually appear and worked on the fault for over 6 hours, the men could not have been any more helpful or nice, they also managed to fix the fault.
A few days later, internet goes off again, I phone to ask about this but it then turns back on an hour later.
10 days after this - we are completely without WiFi, I had to phone Onestream from the Monday (25th April) afternoon that it happened on all the way throughout the week until the Friday - constantly being told that we haven’t had a go live date yet (although, the go live date can be up to 14 days after purchase, this was now well over a month). We were also told that there was no possible way for us to have been using the WiFi before this time as we hadn’t been given a go live date in the first instance, essentially calling myself and my partner liars? We then were told we would have the new go live date of the 11th of May!!! Two months after purchasing their broadband. We insisted that they fix our problem within 24 hours or we would be switching provider.
Stay well clear of this company, I hate to complain in most cases, but this situation from start to finish has been an absolute shambles.
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2020-03-11
- Comments
-
Never reply to emails, phonecalls are even more useless. Broadband didn't work for the first two weeks after install but- being impossible to contact- onestream did nothing about it. Avoid
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-05-13
- Comments
-
Onstream practices Mid-contract rate hikes - my monthly bill went up 12%. So much for a price promise. They say that their terms and conditions allows for a RPI increase, but this is less than transparent and breaks the trust of the consumer. Even so, the RPI had gone up around 8% not 12%. Onestreams price offers are not to be trusted if they can change them mid-contract
- Location
-
- 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
-
- 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
- Gloucester
- Reviewing
- Onestream
- Date
- 2023-08-02
- Comments
-
Horrible customer service. Automated customer support just hangs up because they are TOO busy to take your call (get more people employees). When you eventually get through they say a 10 min wait but 2 hours later I'm still waiting. Please avoid.
- 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
- Guildford
- Reviewing
- Onestream
- Date
- 2021-04-10
- Comments
-
Avoid at all cost. Really, please do not use Onestream.
They failed to connect our broadband for two whole weeks. we had already left trusty Plusnet, which was a big mistake. It was so stressful with school, college and work. Onestream utterly disappointed us and made all sorts of excuses.
The way they restrict customer service through a never available chat is shady. Also, every answer is scripted and you are never sure what is happening.
We cancelled within two week period and they STILL CHARGED us for the full first month despite not having a single byte transfer through their servers.
It is now over three months later and NO REFUND.
It does not matter how many "agents" you "chat" with, they could not care less.
To top this they are NOW THREATING to charge us for a router that has long since been returned.
So please, I beg you not even think about going on the journey of pain and more pain that is Onestream.
- Location
-
- Location
- gwynedd
- Reviewing
- Onestream
- Date
- 2021-05-28
- Comments
-
Appalling service. Seldom reached the guaranteed speed. Avoid this company
- Location
-
- Location
- Haddington
- Reviewing
- Onestream
- Date
- 2023-04-12
- Comments
-
Really terrible overall service quality. This includes line speed, internet reliability, phone, live support and billing. I have only had my service for 4 months. OneStream would not give me a service without a contract. I have reported slow speeds and intermittent connectivity 4 times already and every time I get told it's my WIFI. I then proceed to explain that the test was done with all other devices kicked off my WIFI and that my device used for testing is directly connected via CAT cable. Not once have I had someone contact me to actually follow up on this. Today I phoned in to cancel and I get a £233 cancellation fee. This also does not mean that I can keep my router. What exactly is this cancellation fee for if I was not getting the download/upload speeds as promised? You guys have seriously let me down and so have they with many others!
- Location
-
- Location
- Hampshire
- Reviewing
- Onestream
- Date
- 2022-08-25
- Comments
-
The service was OK until my 12 month contract came to an end and I got a better deal from Vodafone.
They wanted me to return the router to them which I thought was unusual. This is in the contract but it does not say who is to pay the postage. I asked them to send me a postage label but they didn't, so I did not return the router.
They did not want me to leave and sent me daily texts asking me to call me which really annoyed me.
I tried calling them a couple of times but could not get through. I gave up as I had a better deal.
They never answer emails or messages sent on their contact form, like they don't want to commit to written details.
They took a direct debit on the last day of service which i took to be payment i arrears for the previus month. I cancelled it the following week.
About a month later they sent me a bill a further month of service by which time I was with Vodafone. The bill also included a charge of £10 for cancelling the DD. Again, no response from them to emails or written communication.
I will probably have to complain to Ofcom about them.
- Location
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