445 Customer Reviews over 12 pages
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- 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
- 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
- Sandbach
- Reviewing
- Onestream
- Date
- 2021-04-16
- Comments
-
Returned to Onestream after being with the Post Office on a wet piece of string. Onestream service is superb.
Spoke to Matthew who dealt with my requirement to return to Onestream Fibre. Very professional and helpful. Highly recommended.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-01-27
- Comments
-
Shocking cystomer service, false claims and diabolical internet speeds. They don't deliver the min. Mbps in the conract and when questioned on this, tell you that you have to pay more to rectify the problem yourself. I wouldnt even not reccommend, i would say stay far away from this company.
- 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
- Devon
- Reviewing
- Onestream
- Date
- 2023-03-29
- Location
-
- Location
- Southport
- Reviewing
- Onestream
- Date
- 2022-09-08
- Comments
-
decided to change suppier as onestream have put mine up by £10 ,they have ben creaping it up all the way through contract, they have just sent the bully boy tactics telling me i carnt cancel my direct debit , telling me even nif i finish a day early they will charge me ,then telling me i carnt leave as the service has been so good , ect ect load of bullies , and finaly we want our ball back ,they can have there piece of junk back faulty piece of crap ,beware beware
- Location
-
- Location
- Yeovil
- Reviewing
- Onestream
- Date
- 2022-03-21
- Comments
-
When I first joined they royally messed up by allocating the line to the wrong router, which meant (after lots of issues getting them to resolve it, without service) I had to go in and modify the user profile settings in the router - something non-tech people would not have managed.
I have been subject to price rises with no prior warning. They most recently stopped my service and tried to make me sign up to a new long-term contract at a high price.
There was never any offer of compensation or effort to make things right.
In short, my experience with this company over several years was that they were a bunch of amateurs and I wouldn't recommend.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2021-03-02
- Comments
-
Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!
- 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
- 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
- Wirral
- Reviewing
- Onestream
- Date
- 2022-04-11
- Comments
-
My contract/supply was supposed to start on Friday. It's now the following Monday late evening that I'm writing this. Still with no internet since Friday and absolutely no communication in any shape or form explaining what is going on. Technical support opened a ticket for me and that's the last I've heard!!!??? Absolutely unacceptable rubbish is what I've received from day one. They had a 3 week heads up for the switch over so no excuses.
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-28
- Comments
-
After 3 months the broadband speed dropped and so as I have an older laptop I struggle picking up the WiFi. As on more than one occasion for the refund for a antivirus that I do not need, 6 months on still waiting. I would not recommend Onestream.
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-02
- Comments
-
Good broadband service. However when it comes to getting a refund for an antivirus that I do not require getting back the money taken from my account seems impossible. Once my contract is finished I will not be renewing my contact with Onestream.
- Location
-
- Location
- Liverpool
- Reviewing
- Onestream
- Date
- 2019-11-18
- Comments
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Thieves just con artist don't sign up with them they took my money and never even delivered the router , promised me my money back that was 6 months ago and still waiting .
- Location
-
- Location
- North Yorkshire
- Reviewing
- Onestream
- Date
- 2021-08-18
- Comments
-
AVOID AT ALL COST. Completely useless company they took weeks to get my broadband up and running and promised at least 55mb download speeds at best we got 10 now 4 months after leaving them I've just discovered that they have still been trying to change me even though I cancelled within the 30days of signing up. And because they can't take the money from my account they're just adding it to the bill
- Location
-
- Location
- Sleaford
- Reviewing
- Onestream
- Date
- 2023-01-12
- Location
-
- Location
- Yorkshire
- Reviewing
- Onestream
- Date
- 2022-03-31
- Comments
-
I have spent three days trying to get through to Onestream to sign up for their current offer. I cant get through, they don't answer the phone and after an hour it just goes dead. It just occurred to me that if their Sales line is so appalling I expect their support line to be far times worse. Then I saw these reviews. I have decided to stay with Sky - they answer the phone quickly and provide excellent service.
- Location
-
- Location
- North Lancs
- Reviewing
- Onestream
- Date
- 2019-04-07
- Comments
-
Promised 42Mb/s when ordered. Only getting half that. Must do better Onestream!!!
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2021-07-09
- Comments
-
Awful customer service. I was without internet almost all of yesterday, necessitating the purchase of extra mobile data. They then refused to refund the cost of the additional mobile data, even though it was their lack of service which necessitated the purchase of said data.
- Location
-
- Location
- Perryman
- Reviewing
- Onestream
- Date
- 2023-08-01
- Comments
-
Started out June last year at £22.75 /month for just broadband, now we are being charge £47.93 /month for just broadband. Contract stated there may be "slight" price increases over the contract, never said 110% price increase !! Also, when the price began to sharply increase, we stopped getting email invoices, Roll on December to get rid of these con artists.
Thinking of joining them??? DONT !!!!!
- Location
-
- Location
- st5 7AG
- Reviewing
- Onestream
- Date
- 2022-04-27
- Location
-
- Location
- Bradford
- Reviewing
- Onestream
- Date
- 2023-01-14
- Comments
-
Worst company I have ever dealt with. Offer you a deal then keeping changing the goalposts. Adding on extra charges for products not required, then after offering 12 months at a fixed price and after agreeing,they then add it has to be a 24 month contact and second year is double the price! Advised 14-16 days connection followed by an email saying an engineer has to come out first which will be in 4 weeks.Now trying to charge me over £500 cancellation despite cancelling same day I received details
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2021-07-25
- Comments
-
Avoid onestream. They are useless & don't provide what they promised. Used to be ok but in last few weeks really useless . Wi-Fi if rubbish promised upgrade to fibre broadband when I said I was leaving & cheaper price plan & credit. Not heard anything from Onestream since last month.
Trying to change company & they have put something on the line to stop me changing company's.
So I will not be paying for broken promises.
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-11-02
- Comments
-
Unless service, no customer service, nobody answer the phone.
Email’s rejected as not monitored.
I want to leave.
Wouldn’t recommend onestream to anyone.
Increase in my billing but won’t let me login to my account as won’t accept my email address.
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-31
- Comments
-
Very poor Wi-Fi connection.
Increased prices & new customers get it cheaper. Try contacting but nobody to talk to, unless you are a new customer
- Location
-
- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2024-02-28
- Comments
-
OneStream charge for cancelled services and left me with no Internet for over a month
Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.
In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.
When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.
When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.
If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.
They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2020-06-23
- Comments
-
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
-
- Location
- Sidcup, Kent
- Reviewing
- Onestream
- Date
- 2024-01-21
- Comments
-
New customer…so far perfect.
- Location
-
- Location
- Bracknelll
- Reviewing
- Onestream
- Date
- 2022-09-06
- Comments
-
Extras added automatically, even when you do not want them. If you do not cancel via customer service, you will end up paying extra after "free trial". Just been charged for a whole year of Kaspersky security, even though I did not download it during my "free month" or ask for it.
- Location
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- Location
- Brighton
- Reviewing
- Onestream
- Date
- 2023-01-10
- Comments
-
Worst experience with a business I've ever had. 1. A "system glitch" caused them to fail to ship my router on time, their direct rldebit system repeatedly failed to charge my account and then they did not give me a deadline to make up the payment before terminating my account and billing me £300. Their customer service over phone is awful and you will wait over an hour for an agent. I once emailed a complaint and instead of recev8ng a response in 3 days it tool 3 weeks. Do not give them your business and tell all of your friends to avoid them. This company does not deserve to be in business.
- Location
-
- Location
- Darlington
- Reviewing
- Onestream
- Date
- 2021-02-15
- Comments
-
AVOID!!!!
I am finally able to get on my computer and write this review......that's because today I finally left this god awful company and my old provider took over my connection. I have never experienced such dreadful service.
NO phone contact
Online chat was hit and miss.
First 4 days were fabulous then it just went off and could not reach anyone. I never knew when i was going to be able to connect and work from home. They close at 5.30pm Mon-Fri and closed over the weekend - ZERO Help during that time, well zero help during office hours either! Could never reach anyone by phone, no reply to messages for call back. When i finally did get a call it was to ask "if they could sort this today would i consider staying with them" HA! I had been struggling with them for TWO WEEKS - 2 weeks it took them to try and rectify this and that was also a week after i submitted my cancellation form (from work as i had no internet at home)
Absolute Joke of a company and Zero customer service!!
AVOID AVOID AVOID at all costs!!!!!
- Location
-
- Location
- Belfast
- Reviewing
- Onestream
- Date
- 2023-04-05
- Comments
-
If I could do 0 I would absolutely unbelievable in this day and age the service I have received or sorry not received! Guys please check these people out before you even think about using them absolutely horrendous telling me I can’t cancel a service that I have (never received) because there is nobody available in that department!on the phone for 1 hour and 20 mins to be told account manager will call me back who hasn’t returned 1 of my calls in the last 4 weeks! Just give them a miss save you’re self hassle woeful
- 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
- County Durham
- Reviewing
- Onestream
- Date
- 2023-08-03
- 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
- Worcester
- Reviewing
- Onestream
- Date
- 2022-12-05
- Comments
-
Router keeps loosing broadband connection,price increase with no notification. Only automated reply to email, waiting for long time to get to talk to someone on phone,just given up.Apalling customer service
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2023-07-26
- Comments
-
AVOID THIS BROADBAND PROVIDER, was told I could use my own router, but on the go live date, it wouldn't work, then had to wait another week for them to send me one of there routers. Due to the cock up they said they would credit me my 1st month's payment. My monthly payment should be £23, they took £41. I haven't been getting my guaranteed minimum speed, tv keeps pausing, can't even listen to 1 song all the way through on alexa without it stopping. I've wasted many hours trying to phone this company, the wait to get through is ridiculous. Now they want £114 to cancel my contract because they haven't kept to their part of the contract.
- Location
-
- Location
- Wingate
- Reviewing
- Onestream
- Date
- 2021-06-15
- Location
-
- Location
- West Wales
- Reviewing
- Onestream
- Date
- 2023-05-25
- Comments
-
Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
- 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.