427 Customer Reviews over 11 pages
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- Location
- Tameside
- Reviewing
- Onestream
- Date
- 2022-09-03
- Comments
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Without internet for weeks. Then charged £10 more than the price, 2 weeks early, after being told I had a month free for the loss of service. Doesn't connect to all devices e.g. ring doorbell/smart lights. No responses by email. Call center is only open during working hours. Live chat function offline during opening hours. When online, no agent is available. Rubbish service, worst connection ever.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
Steer well clear. Broadband speed is rubbish. Phoned up to discuss reducing the cost as I am struggling financialy due to health problems. no help what so ever
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
- Location
-
- Location
- Coalville
- Reviewing
- Onestream
- Date
- 2022-08-31
- Comments
-
Stay away from Onestream and use a reputable company.
£16.95/month was the argeed price when I signed up. Over the last four months they have charged me £31.18, £23.58, £17.59 & £20.90 as well as £29.99 for internet security I didn't request or given an option to opt out of. Also watch out for all the other 'optional extras' you'll be auto enrolled on to. I've contacted them 3 times to resolve this 'wheel of chance' monthly bill were the support member either lied and said I'd be charged the correct amount next month or they just disconnect me during the chat. I managed to get the internet security refunded, which took a month and a half to process. This company has no plans to try and retain customers.
- 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
-
- Location
- Bedfordshire
- Reviewing
- Onestream
- Date
- 2022-08-22
- Comments
-
Do not sign up with these people one stream, they will charge you with loads of hidden charges that are not made clear until they have your bank details. They then make it a difficult as possible to cancel. Their email is not even monitored.
- Location
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- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
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Customer service very poor. Argumentative call centre after a 30min wait. Bill increased by £10 mid contract.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
-
Save yourself from misery and choose someone else. They charged me for an extortionate package i never been agreed. I asked for the record of the conservation where i said i said yes but never got an answer. The connection is the slowest and worse i never had. The tech team ask me to run tests and buy extra booster and move the router and all the excuses they have but the connection is still crap, plus if I was an expert i wouldn't ask for help. I am stepping forward and officially complaining with ombudusmam. After that, i will pass to my lawyer. This time I won't let it go, they are so arrogant and unprofessional and extremely bad working practices. Be smart, don't be a fool like me, don't pick onestream.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
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I don’t see how we can get much worse than this! Because of the poor reviews I cancelled the service within the cooling off period, I was then charge £9.95 to deliver a router which they didn’t post out, because I didn’t have the service. Nothing else happened but they didn’t credit me. Today my account has been debited with £29.95 for Kaspersky services. I didn’t order this, haven’t activated this, and have no reference number for this service. Because of this lack of information no one can help me. Contacting my bank I was told I’d authorise this payment, which I haven’t, they told me to contact One Stream. I’m now trying to contact a company, I don’t have any contract with, about an order I didn’t place, in order to not pay any more money. What a scam!
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Terrible experience, the overall positive rating on Trustpilot just shows how untrustworthy Trustpilot is. Long periods of loss of connectivity from day 1. Even when connection is up, speeds are not as advertised which is highly frustrating as the only reason we went with them was for their higher advertised speeds. Long on hold queues trying to get hold of anyone on the phone. Online chat is simply ignored. Emails ignored. I have learnt a painful lesson.
- Location
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- 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
- Bradford
- Reviewing
- Onestream
- Date
- 2022-08-10
- Comments
-
What an absolute joke of a company. Currently on day 18 of no internet or phone line due to an outside fault. Have sent numerous emails including complaints and not had a response to any of them.
Due to their sever lack of customer service I have had to call several times in order to obtain further updates of which there have been none. With having a job where I work from home and require internet access I have had no option other than buy a £50 bolt on so I can use a mobile as a hotspot. When I explained this during the last call I was informed that they would not be offering anything towards the additional cost as a good will gesture.
Steer clear at all costs, they are horrendous and are not worth your hard earned money
- Location
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- Location
- Tamworth
- Reviewing
- Onestream
- Date
- 2022-08-09
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-08-08
- Comments
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if I could give it no stars I would, THE WORST COMPANY EVER, will not help you with your issues and no matter what you say to them they don't care, avoid at all costs!!!!!
- Location
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- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-05
- Comments
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Absolute bunch of scammers.Do not under any circumstances give them your bank details.Cancelled my direct debit as the agreed price of £19.95pm turned out to be £27.50pm but they still found a way of getting into my account and taking monies.
- Location
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- Location
- Skelmersdale
- Reviewing
- Onestream
- Date
- 2022-08-04
- Comments
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Absolute garbage 15 months of hell ended up paying to get out of it and went vodafone what a difference its like comparing ronaldo and me and trust me thats as far apart as you can get, if u want cheap fibre that drops out every 60 mins then go for onestream or pay £6 a month for all singing with 4g dongle and booster box try vodafone trust me the difference is staggering, funny thing is onestream badgered me to death when they found out i was leaving, their router is the worst router u can get
- Location
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- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-02
- Comments
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This company needs closing down they are nothing but scammers.They will hit you with charges for things you didn’t ask for.Whatever yo do don’t give them your bank details they will take unauthorised payments
- Location
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- Location
- Irthlingborourgh
- Reviewing
- Onestream
- Date
- 2022-07-31
- Comments
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Useless company!!! Had contract for 18 months but been charged for 19 and on top of that price increased 3 times! Customer service is horrible No body is picking up the phone, live chat is not working, not answering emails. Sending text messages to call them about some offers
- Location
-
- Location
- RAMSEY
- Reviewing
- Onestream
- Date
- 2022-07-30
- Comments
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Up graded to better router to run portal cost extra £40 still not run portal properly its slow goes off watching nexflix cannot get on the onstream web site you camn view your bill thats it very frustrating worst one ever been with
- Location
-
- Location
- Prestatyn
- Reviewing
- Onestream
- Date
- 2022-07-28
- Comments
-
EVERY single ONE star review is spot on!!!!
Singularly the WORST ISP on the marketplace. How these cowboys are still in business is an absolute mystery.
Been without internet now for nearly 3 weeks. BT Openreach engineer said that it is the router at fault. Onestream say they found a fault on the line. nobody can agree!!!! opening hours for talking or live chatting are normal opening hours so therefore rendering that part of the service just as ineffectual as the rubbish speeds and constant dropouts we were getting. we are getting approx. 20 dropouts per day and getting around 32mb per second on their 80 mb plan. as soon as I ring their number to talk to anybody at around 5.15pm, they keep you hanging on until 5.30 (their hometime) and the line goes dead. You ring back and they say "our offices are closed" USELESS, USELESS USELESS. Will be stopping my direct debit as soon as the contract is due to end.....I BET a TENNER they'll be on the phone to ME at ALL HOURS OF THE DAY AND NIGHT to get me to start paying again!!!! I am FURIOUS with their intransigence and could't give a damn attitude. DO NOT USE THIS COMPANY ladies and gents.....You have been warned.
- Location
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- Location
- Derbyshire
- Reviewing
- Onestream
- Date
- 2022-07-28
- Location
-
- Location
- Milton Keynes
- Reviewing
- Onestream
- Date
- 2022-07-21
- Comments
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Beware - the weasel words of the 'free for a month' One Stream Assured / Kaspersky trials. I was charged immediately for the One Stream Assured so-called service as soon as I could check my bill online (given access to this 2 weeks after the 'installation' day, where no engineer showed up). Upon phoning to enquire about this I was sarcastically told that their policy is to charge pro-rata (another month in advance) so this was valid! I asked for this to be cancelled along with the Kaspersky, but I am now very concerned after reading about all the other people who have been been ignored by One Stream customer service and been billed anyway. I've only been with them 2 weeks and already know I will never use them again!
- Location
-
- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
-
- Location
- Cumbria
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-07-16
- Comments
-
Where to begin, an awful 18months with continuous connectivity problems, firstly the internet provided drops in and out frequently, the range is awful, doesn't even make it to my back garden. The bills even though contracted to a certain amount were inflamed due to them adding on 'services' such as an engineer maintenence for £5 odd a month and a further £9 a month as quote from customer services 'the government made everything more expensive so we' be increased your dd as a result' (I'm on a fixed term contract which is a break of the contract in itself. I'm still trying to claw these extra expenses back since iv not agreed, asked or took out any of them. A complete nightmare which has cost double to what a main stream provider with better services would have. Lesson learnt
- Location
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- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2022-07-15
- Comments
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Called 6th July to give them 30 days notice as my current contract was coming to an end. Was told I had to phone and it would not be accepted on live chat as it could be anyone. Woke up the next day and they had cut me off. Dead phone line. When I asked them why they had done that they said it was a mistake their end and they got the end dates wrong. Still have no broadband and working from home and paid until 5th August in advance. They're not bothered. Been with them for 18 months and that's how they treat their customers. You have been warned.
- Location
-
- Location
- Scotland
- Reviewing
- Onestream
- Date
- 2022-07-14
- Comments
-
I've been with the company for one…
I've been with the company for one year, the current contact is due for renewal soon, so I phoned them yesterday to see if I can get the same lower price contract for new customers, which I found online. The guy from the customer service tried to sell me more expensive deal, and I refused. I insisted that I only will agree to a new contract if the price is the same as the one I found online. He told me he will speak to his manager and will get back to me, he then told me that I will get the price which I wanted for a 24 months contract, but I have to agree on the terms and conditions over the phone. Today I found out that I've been sold the more expensive contract and I CAN'T CANCEL IT!!!!!! It's shocking!!!!!!
BEWARE!!! They will waste your time, they will go in circles, and in the end they will sell you what they want, not what you want!!!!!
AVOID AT ANY COST, TERRIBLE CUSTOMER SERVISE.
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-07-11
- Comments
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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
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-07-04
- Comments
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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
- Houghton-le-spring
- Reviewing
- Onestream
- Date
- 2022-07-01
- Comments
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Truly awful.
I found out I've been overpaying yet was supposed to be 19.99 for 18 months. over £100 out of pocket.
40mins so far waiting on the phone. I've emailed on web chat 13 in the queue it claims.
YouFibre I have at my other house brilliant company. UK-based as well.
Onestream is useless. Sad to say they uk based. Do a discredit to us.
- Location
-
- Location
- LEICESTER
- Reviewing
- Onestream
- Date
- 2022-06-26
- Comments
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Aggressive bullies who cannot delivery what they say. when they come across someone who can actually challenge their lies they become very aggressive, Mangers and staff clearly have an unethical culture in the company
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
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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
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- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
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Please do not undertake a contract with Onestream.
During the contract everything was ok but when the contract was coming to an end it took me at least 5 attempts to get them to agree it was the end of my contract and therefore I was in my rights to end it on the specified date without charges being incurred and without having to provide exactly 30 days notice. I was then bombarded with calls and emails telling me I had to contact them regarding leaving as there were charges owed - after me having to deal with them on the phone, chat and raising a complaint I eventually got agreement all I was doing was ending my contract after the agreed term and therefore no charges were contractually applicable.
They then post the end of my contract took funds from my account for a period of time I didn’t have a contract nor a service. I am still
Awaiting a refund 2 months later even after countless contacts of me chasing and even raising a complaint of which they didn’t acknowledge any bad service or error - couldn’t even apologise
In total I’ve spent in excess of 10 hours just trying to end my contract at the end of the agreed term !!!
Do not touch with a barge pole
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Onestream
- Date
- 2022-06-16
- Comments
-
Strange but they add a callout package without me asking for it and then when you take it off you you suddenly get broadband issues. Internet dropping out and slow speeds. Tried to contact them today only to find their agents are all offline and the telephone number advertised on their website is no longer in use.
So poor please stay away from this company.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-14
- Comments
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Onestream accidentally cancelled my contract and I now have to wait 2 weeks for everything to be set up again. Very convenient when you work from home. No apology,no compensation. Appalling service.
- Location
-
- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-06-13
- Comments
-
Absolute rubbish don't be fooled by their offers there increase the price per month needs reporting to ofcom I'm glad I'm terminating my contract
- Location
-
- Location
- crieff
- Reviewing
- Onestream
- Date
- 2022-06-12
- Comments
-
Worst phone company I have ever had to deal with. They do not answer the phones, tell lies saying they haven't received letters. I would sooner use a length of string and 2 tin cans than to use a company like them
- 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
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.