445 Customer Reviews over 45 pages
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- Location
- Wales
- Reviewing
- Onestream
- Date
- 2020-06-23
- Comments
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We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!
I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
Maybe this ought to have given warning bells! No support at the weekend!
Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.
But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.
We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
If this wasn't bad enough, we couldn’t contact anyone about it!
Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.
Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.
E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).
When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)
As with a lot of people, work and food supply is online so this is not great.
It really has caused so much problems already.
Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.
We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!
The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!
UPDATE:
We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.
UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.
A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.
- Location
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- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2020-06-21
- Comments
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Joined onestream at the beginning of June 2018, contract was up for renewal this month so i signed up for 36mps at £23.99 a month. Just recieved my first bill, £34.99, and when checking thier website its now listed as 34.99. Customer service doesnt exist, lost my first router in the post (hermes). Only plus was good reliable speed. I'm now attempting to get out of this new contract which i did'nt sign for and can't afford.
- Location
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- Location
- Stoke on Trent
- Reviewing
- Onestream
- Date
- 2020-06-03
- Comments
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If I could score less than 1 I would do. I joined Onestream back in December 2019. Since then I have not been able to receive incoming calls. An Openreach engineer visited my house and told me that Onestream had not transferred my number from my previous provider. My emails are ignored and this morning it is impossible to connect with an online advisor. Customer service is useless. Avoid this provider at all costs.
- Location
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-05-07
- Comments
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Never call you back, was fobbed off so many times! Got to the point I cried out of anxiety because of how much I was being fobbed off. Had no internet for weeks at a time, one time over a month! It even happened when I first joined them, and I was in the 14 day cooling off period so tried to switch to another provider but they blocked it because they attempted to contact me a whole week after my initial complaint. I am so happy to be free of them. It's embarrassing I had to get my partner to ring them up and use their deep voice (repeating exactly what I already had stated to them mind you) before I got any compensation. Incompetent. You get what you pay for.
- Location
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- Location
- derbyshire
- Reviewing
- Onestream
- Date
- 2020-04-17
- Comments
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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
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-04-01
- Comments
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This company is an absolute sham and should not be operating as a telecoms provider. Having worked in customer services previously I'm more than used to hearing whingers leaving bad reviews and try to avoid doing so myself without good reason, but this was honestly the worst customer experience I've ever had.
30 attempts to get in touch with customer services, 20 mins on hold each time, nobody ever picked it up. No reply on their email, ever. Nobody ever came to install it so it never worked. Nobody got back to me. After a few weeks of shouting angrily at a brick wall I ended up emailing the CEO who did promptly apologise and give me a full refund.
Please, for your own sanity, don't make the mistake of choosing this company - I've switched to a provider 50p/m more expensive and they are a functioning company at least.
- Location
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- Location
- Darwen, Blackburn
- Reviewing
- Onestream
- Date
- 2020-03-16
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2020-03-15
- Comments
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If I can rate lower I would. The worst home broadband I ever used. I mean last 20+yrs. In fact not sure their customer service worst then their product. Just waiting my last 2 months leight of contract to end. Nothing more to say, stay away. Anything but not this one!
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2020-03-11
- Comments
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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
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- Location
- LONDON
- Reviewing
- Onestream
- Date
- 2020-03-11
- Comments
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People should just stay away from this, nothing works fine, speed not half as agreed, wifi arrived a week late, nothing went well. You won't even have a "my account" section on their website to check your account.
- Location
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