445 Customer Reviews over 12 pages
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2021-10-04
- Comments
-
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
- Birmingham
- Reviewing
- Onestream
- Date
- 2023-10-11
- Comments
-
The worst speed and reliability I have ever seen with a rubbish modem that they charge 3.59£a month.
- Location
-
- 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
- derby
- Reviewing
- Onestream
- Date
- 2023-05-20
- Comments
-
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
-
- Location
- Telford,. Shropshire
- Reviewing
- Onestream
- Date
- 2021-04-30
- Comments
-
Utterly dire service. Like a similar reviewer we switched from sky as service was apparently cheaper yet faster- they mistakenly activated internet at my old address which was a fault they recognised themselves so we promptly got onto customer service who said they'd get it sorted in 14 days. I asked for an email to confirm what was said & they obliged. One month later no email, no internet and neither my partner (NHS employee) or myself can work from home. I should say I have been onto online customer service many times and their recommendations never work. Huge mistake, thoroughly regret trying to save a few pounds. Honestly, avoid 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
- Prestonfield
- Reviewing
- Onestream
- Date
- 2020-07-14
- Comments
-
Log a complaint quite few times, yet no action taken. Infact they promised to take action in three days. Now, its has been more than 2 months. Always internet interruption. My advise to others, leave them, don't even come close. Look for other reliable provider.
- Location
-
- Location
- 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
- Kingsdown
- Reviewing
- Onestream
- Date
- 2022-05-05
- Comments
-
No problems with the broadband but they break your contract to put your price up, sign you up to additional services without asking you, you will never be able to get through on the phone and their online chat is never staffed. In short they are utterly hopeless. I had all of the above issues and complained formally. Still couldn't speak to you anyone as they just send emails that don't answer your email questions or deal with your complaint. The website is hopeless and you can't do anything, bills are are poorly laid out and hard to read. I'm switching and when done I will send a complaint to the ombudsman. Do not be tempted by the low price, you will be sorry!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
-
AVOID - raise prices mid-contract without any notice and then charge you extortionate amounts to leave, citing some lost line in the small print of that contract they know people don’t read. Extortion and corporate greed at its finest. Not to mention constant issues with broadband cutting out and a non-existent customer service (until they want money from you!!)
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-10-25
- Comments
-
Avoid..
I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.
- Location
-
- Location
- Crawley
- Reviewing
- Onestream
- Date
- 2019-11-25
- Comments
-
While the price seems a bargain the service is awfull. The previous service have been cancel, they sent an email saying that all good and dusted , but no router receive still With no internet on the 5th day
.. just nightmare
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-12
- Comments
-
nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.
I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...
No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.
The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.
Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
- 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
- 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
- Cumbria
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
-
- Location
- Warrington
- Reviewing
- Onestream
- Date
- 2022-03-02
- Comments
-
They will keep calling you , even if you not the customer , 10 plus calls in 2 weeks even after requesting to take off calling list, stay away
- Location
-
- Location
- Derry.northern ireland
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
-
Awful company,Customer support non existant.AVOID you have been warned!!!!
- Location
-
- Location
- West Susex
- Reviewing
- Onestream
- Date
- 2024-01-27
- Comments
-
Be very careful, many legal clauses designed to catch you out and charge £££
Be very, very cautious when interacting with this company.
There are clearly many legal ways with contracts that they aim to get money from you. If this provider is your only option, fine.. But if you can choose a mainstream supplier like BT, Vodaphone, PlusNet etc.. go with them, even if it's a few £ more.
Issue is contracts - if you move house it's £59 - other providers it's free.
If you cancel - maybe you move country or house, that's £280
If you cancel it has to be exactly 45 to 30 days before contract ends, miss that window, it's £280. Even if you specifically ask their call centre 'is there anything else I need to know' they will not proactively say, you need to return the router within 14 days after you cancel or there's a ~£125 charge. - Other providers don't charge.
I just asked to move house, I need to call them again, but it looks like rather than just moving and staying at the same price, they've signed me up to another year at full price. Edit. yes, looked in their terms and conditions, I've been put on a new contract at a higher price and they said nothing in the live chat -I literally asked 'is there anything I need to know' and they said no.
Look on page 14 of their 'pricingGuide', if you cancel it's a rounded up monthly fee, plus £125 for the worst router I've ever seen, plus an activation fee.
If you miss a payment, that's another £100 fee, miss engineer £120, engineer finds an issue with a wire in your house, that's £150 an hour to fix !!
Versus Vodaphone they install fibre to my house for free with a crane !
Absolutely disgusting, I know for a fact that many, many people will be caught out by this. You have to proactively think of every possibility and eek it out of them, comply with their very specific requirements that are designed to catch you out.
Do not sign up if you have the choice and if you can, leave this predatory company. Not to mention the month to get connected and multiple missed setup dates initially meaning my GF spent 2 weeks going to weatherspoons and buying food to use their wifi for college work, costing us yet more money.
- 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
- Isle of wight
- Reviewing
- Onestream
- Date
- 2021-03-09
- Location
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2023-08-03
- Comments
-
Speed on the line was not great- certainly not the levels they ‘guarantee’. They have some questionable business practices (hard to cancel free extras, unclear exit fees, no email or text based communciation)
The hub I was sent didn’t transmit Wi-Fi around a 1 bed flat and if I wanted to pay another £4 a month they would give me a better hub.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Onestream
- Date
- 2020-06-03
- Comments
-
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
-
- Location
- Darwen, Blackburn
- Reviewing
- Onestream
- Date
- 2020-03-16
- 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
- Bonnybridge
- Reviewing
- Onestream
- Date
- 2019-11-27
- Comments
-
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
- UK
- Reviewing
- Onestream
- Date
- 2024-01-06
- Comments
-
SLOW! Disgusting scum deleting reviews on trust pilot to create a fake score of 3/5 stars everywhere else its 1 star. They are a marketing company posing as an internet company destroying internet all over the uk. NEVER BUY! They also having been stealing peoples email data gas lighting the lot.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
-
Avoid at all costs! Hands down the worst ISP I've ever used. Mainly working from home, my partner and I suffered connection drop outs 1-3 times a day, every day. Onestream tried to resolve the problem by sending BT engineers out to us with an ominous message that if the fault was down to us we'd have to pay £££ for the call out.
The router they provide seems to be the source of the problem. Reading reviews of it it isn't really intended to be a wifi router. From what I can tell it was made in the 90s and costs about ten quid on eBay. It's not up to the job and its range makes it basically worthless. It also can't seem to handle more than 4 devices connected at any one time.
While TP Links solved the range issue, the dropouts were still constant. Onestream accepted no liability and wouldn't replace the router.
We've since moved and cancelled (thank god) and gone with BT. Haven't had a single drop out since.
I expect they'll be out of business soon.
- Location
-
- Location
- Leeds
- Reviewing
- Onestream
- Date
- 2020-12-30
- Comments
-
Just wanted to leave a quick note to thank all the people who have reviewed this company and left the negative reviews. I’m glad I did my research before almost signing up. Seems like I dodged a bullet! So these reviews definitely make a difference! Thanks for the heads up.
- Location
-
- Location
- Blofield
- Reviewing
- Onestream
- Date
- 2021-10-09
- Comments
-
We switched to Onestream as they offered a really good broadband price, faster than BT so we switched but from day 1 we haven't received the full service, constant cut outs for long periods, speed issues, WiFi strength is awful, had to upgrade to a better modem for an extra £10 a month but still it cut out every day multiple times, when called they honestly didn't care we had issues, this week on 5/10/21 our Internet was dead, wouldn't work at all, I called them and apparently it was working, they just thought I rang up for the fun of it, they said they'd give me a call back within 48 hours but it's now Saturday when I can't constact them now till Monday, I've tried on many occasions to get out of the contract but I've been given the constant run around and they will not let us leave without paying the rest of our contract, even though we haven't used Internet in 4 days so far, we've had to take up a new package & line with BT just to get better Internet. PLEASE AVOID Onestream, worst customer service I have ever seen.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-14
- Comments
-
I actively avoid confrontation, and yet I'm utterly exhausted from dealing with this company and trying to rectify their mistakes. Never have I seen such incompetence: within just six months of my time with them, they managed to overcharge me, change the guaranteed speed *AFTER* I'd signed up (then fail to reach even the new minimum speed), dodge my emails, incorrectly charge me engineer fees twice only to later rescind them, and finally wrongfully chased me for money after I'd cancelled.
Terrible customer service, all the staff I spoke to were young casuals who I had to pity: they'd been given no training or resources to actually help, instead they awkwardly sympathise with your complaints without actually providing a solution. Reeks of ownership and management that is incompetent at best, but probably deliberately deceitful.
- Location
-
- Location
- Nottingham
- Reviewing
- Onestream
- Date
- 2022-10-27
- Comments
-
Absolutely hopeless.
They take extra money from your account without telling you.
They increase your monthly fee without telling you.
Contacted customer service. No reply.
Contacted one of their directors (Andy Powell). No reply.
Constant buffering when trying to watch streams.
Avoid like the plague!
- Location
-
- Location
- Berkhamsted
- Reviewing
- Onestream
- Date
- 2023-10-02
- Comments
-
Extremely poor customer service. Bills were overcharged and a real headache to get a refund. The real definition of buy cheap buy twice.
- Location
-
- Location
- Selkirk
- Reviewing
- Onestream
- Date
- 2023-06-26
- Comments
-
Takes at least an hour to answer phone as an existing customer. Price doubled as soon as contract started. Informed I have a “ premium add on” which means that because I need an engineer to come as the service is rubbish if I cancel the add on ( I didn’t ask for , sign up for or agree to I will be charged for the service. Support only available Monday to Friday and on the phone or you can write to them.. staff on the phone are helpful with what they promise but considering I have given up trying to complain or chase up the useless service repeatedly because there is no support I would not ever recommend this company. Don’t use just because the price is competitive, it goes up immediately and doubles and you are stuck with them. I have now been told if I have had issues for more than 6 weeks there may be a solution but it’s still another 6 weeks of paying double for something that doesn’t work
- Location
-
- Location
- York
- Reviewing
- Onestream
- Date
- 2023-12-06
- Comments
-
On Friday I returned home from work to find my internet service was down. I tried restarting my router but nothing changed. As it was after hours for the customer service line, I decided to wait until the next morning to see if it resolved itself. The next morning it was still out, so I dug through the website (which makes it extremely difficult to find a way to contact the company) until I found the customer service number and gave them a call. They told me that, as it was the weekend, no technicians were available so I'd have to wait to the middle of the next week to get anyone out. Frustrating to go several days without internet, but I was assured the time I was without service would be factored in to my next bill.
On Monday I got notice that a technician would be sent to my flat Wednesday morning and I needed to be there from 8 am - 1 pm to meet them. That meant taking time off of work, but I needed my internet service restored, so I arranged it with my employer.
Wednesday morning, I get a message that a technician is on their way to me, and giving me their contact number. I wait several more hours, but as it gets closer to 1 pm, I'm nervous that I might not be able to get to work on time if they take longer than expected, so I ring up the technician. What do they tell me? "I'm in Scotland, nowhere near you, I don't know why they told you I'd be there today."
Fuming, I ring OneStream. "We don't know why your order was sent to someone in Scotland, a mistake must have been made somewhere along the line." Can I get another technician today? "No, we don't have any contact with the technicians, OneStream employs them." So what do I do? "Someone will be in touch by the end of the week."
So now I still have no internet service, I've wasted my morning and had to use my time off for no reason, I'll have to use MORE time off whenever they finally get someone to come out--IF the next person they send actually comes--and no one can help me because no one I've spoken to is actually responsible for anything.
I've been a customer of OneStream for less than a month. This is absolutely unacceptable and if they can't get my service turned back on, I'll be cancelling and going with another provider. I know they'll hit me with an early cancellation fee, but honestly it would be worth it to get my services from someone who doesn't treat their customers this way. Disgraceful.
- Location
-
- Location
- Bristol
- Reviewing
- Onestream
- Date
- 2022-10-31
- Comments
-
- I was promised wifi on the 5th of September, still no connection by the 24th of October.
- Impossible to contact them, unless you're threatening to cancel.
- They automatically sign you up (without your consent) to a £30 per month Kaspersky service.
- Charged me a £60 engineering fee in which nothing happened.
I was able to cancel my the contract as I was within the 2 weeks of the 'go live date' and threatened to contact the Communications Ombudsman.
Do not go near this company.
** CONTACT THE COMMUNICATIONS OMBUDSMAN IF YOU'RE STUCK WITH THESE CROOKS **
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-09-28
- Location
-
- Location
- Wf1 4rf
- Reviewing
- Onestream
- Date
- 2023-10-13
- Comments
-
Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
- 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
- Northumberland
- Reviewing
- Onestream
- Date
- 2023-09-21
- Comments
-
Rubbish, in every single department. so much so I am about to pay to have a separate provider as I can't be a.sed anymore
- 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.