445 Customer Reviews over 12 pages
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-04-01
- Comments
-
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
-
- Location
- SCARBOROUGH
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
careful, very careful, no good service. account and everything is not a straight forward. everything wrong
- 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
- Skelmersdale
- Reviewing
- Onestream
- Date
- 2022-08-04
- Comments
-
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
-
- Location
- Berkshire
- Reviewing
- Onestream
- Date
- 2024-04-09
- Comments
-
They decided to auto sign me up to mcafee for £80 a year! Thieving scumbags. No souls.
- 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
- Sussex
- Reviewing
- Onestream
- Date
- 2021-07-15
- Comments
-
Really terrible and definitely one to avoid. They disconnected my old provider and I was then left without any broadband - so far 3 weeks and ongoing. The published price was not the same as the direct debit which was higher and to add further insult they still took the direct debit even though I am still without service. Their tag line is for a smooth transfer device. That’s a lie. Their tag line is there are no in contract price increases. Another lie. They say they offer the cheapest broadband - another lie because they hide the true costs. Their live chat gives an average wait time of one minute. another lie. Not sure how they got a licence to trade but one to steer clear - if nothing else that to preserve your sanity rather than experience their utter incompetence!
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
Do not get from this company. I got a broadband for £19 P/M. Service was inactive for the first 2 months. Couldn’t cancel it. Then they started taking £23 each months. Speed is less than what they say. And after 8 months they started taking £37 per month. No phone number, no live chat. Totally fake
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2022-12-08
- Comments
-
This is the worst internet company I have ever come across, customer service is non existent.
First they try to charge you all sorts of add ons that you don’t want, then the signal and internet speeds are terrible. I live in a 2 bed terrace and sometimes couldn’t get a signal right next to the box.
They refused to accept this and I was awaiting responses for weeks at a time.
Finally i decided to cancel which they were not for allowing and told me I was wasting my time referring my case to the ombudsman. I ended up having to end the call as they tried to strong hold me into staying in my contract where i wasn’t getting a service!
Now they are charging me £16 for cancelling my direct debit and a months bill (which they sent late and are now charging me a late fee for) after I asked for a final bill so i could contend it.
DO NOT USE THIS COMPANY
THEY WILL NOT PROVIDE YOU THE SERVICE YOU NEED AND THEY WILL CHARGE YOU FOR THINGS YOU DONT ASK FOR.
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- Location
-
- Location
- Devon
- Reviewing
- Onestream
- Date
- 2021-04-10
- Comments
-
I was supposed to have gone live with them last Wednesday 3rd of April phoned them up to be told I would be connected by midnight, it didn't happen, then they blamed BT for there engineers not fixing it, it is now Saturday an still not fixed, you can never get anyone to talk to so I tried live chat and got through to a man called TOM but as soon as he realised I was complaining he cancelled the chat and hung up. Disgraceful behaviour.
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
-
I would give 0 stars if I could. Onestream are an absolute joke!. When I went to go with one stream the engineer said I can't have onestream due to having no cables. So I called them up and said I need to cancel. Its been a month. Twice on the phone to them. Told me I'll hear back. They're still payments from me some reason even that's more than it should be! Plus they charged me £60 to change over address in which I can't even get onestream. They owe me £110 pound. Customer service is s***. They lie to you. And you don't hear back from anyone. They're an absolute joke.
- Location
-
- Location
- Aldridge
- Reviewing
- Onestream
- Date
- 2022-05-18
- Comments
-
A copy of my email, which explains all:
Dear Onestream,
You and I are aware that I have cancelled my Direct Debit mandate and are also aware of the reason why. You have confirmed on at least two occasions by telephone that due to your inability to provide broadband, there are zero charges on my account.
On 22/04/2022 I called and spoke with a female to confirm that because I was still without useable broadband, I would be taking my business elsewhere. After trying to persuade me to stay, she agreed there would be zero charges.
On 26/04/2022 at 14:05 I received a call from Harvey who again confirmed there would be zero charges on the account. I then received an email at 12:16 acknowledging my cancellation.
On 16/05/2022 at 12:45 I spoke with Jacob and asked why, despite my cancelling the direct debit, you attempted to steal funds from my account. Had I not received a notification from my bank the day before then you would have been successful. Jacob advised he would get the above calls listened to the above call and confirm the zero charges.
On 18/05/2022 at 18:00 I am still waiting for that call.
Therefore, please log this matter as a complaint and provide a complaint reference. Please also confirm there are no charges on the account as I have not been provided with any service.
If you require any further information, please see attached emails (sent 13/04/2022 and 20/04/2022) describing the technical difficulties encountered to which – despite receiving Read Receipts – I received no replies.
May I take this opportunity to advise you that should you continue to pursue me for monies or affect my credit rating in any way, then I will not hesitate in taking litigation action against you.
- 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
- shropshire
- Reviewing
- Onestream
- Date
- 2020-01-08
- Comments
-
the worst switch we ever made at best you don't get stated speeds with constantly cutting off and rebooting of the hub some days it becomes unusable. it may be cheap but so isn't worth the months of phone calles to no avail and no fix or refund offered, even when they said we won't charge you for periods of slow speed or disconnections they still take there money. avoid this company at all costs!!!
- Location
-
- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
-
BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........
- Location
-
- Location
- Bexely
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
-
Dont. Go. With. Onestream.
They owe me £110. Customer service will keep you on hold for over an hour. Tell you lies. Do nothing. And even the engineer that came round told me lies and said i cant have one stream here and that was a lie and yet he told onestream the opposite and they kept taling my money despite me ringing up and telling them i want to cancel. And nothing got sorted.
Believe me. These just lie to take your money. Then you try and contact them and they lie.
Stay
Away.
Believe me.
- Location
-
- Location
- Telford
- Reviewing
- Onestream
- Date
- 2023-01-20
- Comments
-
Thankfully cancelled prior to connection, ascending prices, no mention of the McAfee and other add ons. Despite insisting I cancel still kept getting progress emails etc then a router turned turned up. Told them to return to sender then a long expletive filled email as I was at the end of my tether. Avoid at all costs, the reviews are true!!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-07-16
- Comments
-
**Avoid at all costs**
I was in a difficult situation where there was a possibility I was going to have to move due to covid. I enquired about my options and the associated costs of terminating my contract early (without actually confirming the cancellation), as it transpired - I moved house and asked to have the service relocated. I contacted onestream to process the transfer and they advised that the contract had been terminated, I would have to pay a early termination (which was the balance of my contract in full) and then pay again for a new connection!!! Effectively meaning they want me to pay double for the same service. This means that they are trying to directly profit from vulnerable people caught up in convid. Disgusting behaviour. When the broadband was working, it dropped out constantly and they never offered compensation for each drop out. Do yourself a favour and select another provider at all costs!!!
- 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
-
- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
-
Broadband totally unusable speeds of only 7 to 11 MB would not let me cancel my contract even though I’ve just installed it I would stay well clear of this lot
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2024-03-27
- Comments
-
Terrible company, terrible customer service. OneStream confirmed they were eligible in my building prior to setting up with them. On our go-live date, our services failed so I called them. They explained that there should be an ONT box in the building (they previously confirmed this and told us we did not need an engineer) but after extensive looking, we realised there wasn't. They then told us it would be 200 pounds to send an engineer and 14 working days, even though they were the ones who confirmed we didn't need one and failed to mention the fee! When I cancelled they told me I would incur no additional charges and then a month later I was charged 35 pounds for anti-virus protection. Run, run, run!
- 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
- Canterbury
- Reviewing
- Onestream
- Date
- 2023-01-09
- Comments
-
Must be one of the poorest provider I have ever used, connection slow and often falls out.on contacting their office they check broadband speed and say everything okay???
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-03
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- Location
-
- Location
- 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
- Bridgwater
- Reviewing
- Onestream
- Date
- 2024-02-05
- Comments
-
Try to ring Customer Service to ask a question about the router to join them, but nobody answers the phone. I did read the reviews on them, and not very nice, so I will keep them far away.
- 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
- Derry.northern ireland
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
-
Awful company,Customer support non existant.AVOID you have been warned!!!!
- Location
-
- Location
- Newton-le-Willows
- Reviewing
- Onestream
- Date
- 2019-11-06
- Comments
-
Never write reviews for anything but this is terrible. Everything from the router, the connection, the customer service. Literally can not find one good thing to say about it. Please do not get this broadband
- Location
-
- Location
- Caernarfon
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
-
The most difficult deceitful company I have ever had the misfortune to deal with. Contract prices are made up. Waste of time using the online help. My sincere advice is to avoid at all costs.
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2021-10-14
- Comments
-
New customer and they refuse to help. I barely have internet in any room apart from the one its connected in (and it's a tiny house!) and one room with no connection at all. No help whatsoever was just told I can buy a new router which I will be charged a ridiculous amount for. Haven't even had this internet a month yet. Regret going with them. AVOID!!
- Location
-
- Location
- Chester
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
-
Not the best broadband provider. I'll Move back to my old broadband provider. The provider did not include a hidden charge. It's best to avoid it and go somewhere else.
- Location
-
- Location
- Portsmouth
- Reviewing
- Onestream
- Date
- 2021-09-01
- Comments
-
I am a Onestream Customer by my experience with them i would advise anyone who is thinking of joining them think again as i have been treated unfairly even though they know i have Mental Health when i first joined they sent me a router with the wrong password card since day 1 my signals have been rubbish and no engineer has come out to my address to fix any problems, also when i reported no internet for a whole week i never recieved any compensation which i always paid my bills until last month as i dont think its fair paying for something i wasnt recieving properly and they clearly didnt give a fk only wanted money out of me, I have had nuisance phone calls from people threatening to kill me and my family so i reported that to Onestream and was told if i want my home number changed i would have to pay £25 which is a rip off my number was exdirectory so how did people get hold off my number i found out they sold not just my number but a bulk of other numbers to random companies. I will be speaking to my local newspapers hopefully tomorrow as Onestream is a Disgrace of a company and should be investigated for breach of contract as i promised to pay on the 9th and 2 weeks after but they thought they could take money out of my bank yesterday morning which put me in the red with my bank and i will get an overdraft charge from my bank as i havent got one. So please take my advice Stay Away from Onestream they promise you great speeds when in fact they aint any good they dont care about there Customers at all.
- Location
-
- Location
- Oxford
- Reviewing
- Onestream
- Date
- 2022-12-20
- Comments
-
As others have said This organisation is at the bottom of a pile and not of Broadband providers. Had I known their affiliation with Vodafone(y) I would not have bothered. Clearly failure in the UK is the only notice they will understand. Don't wait pull the plug as soon as you can.
- Location
-
- Location
- Northumberland
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
-
Do not use this atrocious company. hey make it impossible to cancel the service. They're number cuts off after 15 minutes. They sales men lie on the phone to you. They're live chat cuts off after asking you questions that don't make sense. They essentially hold you hostage within your contract as you can never speak to them to cancel.
- Location
-
- Location
- Hastings
- Reviewing
- Onestream
- Date
- 2022-09-12
- Comments
-
Worst company ever signed up for a £16.95 per month broadband ONLY deal, 1st months direct debit was £35.30 they said it was for 2 months in advance, 2nd month £21.29 this was for unwanted extras, 3rd month £24.85 more extras so I cancelled dd next month they took £54.84 from my credit card without any permission or notice. As others have said they are a bunch of scammers, worst company I have ever dealt with and have disputed payment with the bank. My advice go elsewhere
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-12-10
- Comments
-
Honestly, the worst company (not just broadband provider) I have ever dealt with.
Sneak in addition charges a few months even when you explicitly ask not to add them.
Cheap router, slow speeds (under contracted), TERRIBLE customer support.
My calls were not answered, they quickly scrapped live chat after everyone found out how bad they were and then they send emails from do not reply addresses.
Whoever set this up is a fraud.
- Location
-
- Location
- Birmingham
- Reviewing
- Onestream
- Date
- 2023-09-23
- Comments
-
Supposed to pay 19£ charged me 25 and when I wanted to end the contract at the end of the year they didn’t reply on emails. On the phone they tried to convince me to go for another year . Thiefs
- Location
-
- Location
- Margate
- Reviewing
- Onestream
- Date
- 2024-02-06
- Comments
-
I'd give zero stars if I could. Awful, intermittent broadband and even worse customer service. Over 2 weeks without internet and still no resolution. Just terrible.
- 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.