445 Customer Reviews over 12 pages
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- Location
- Barnsley
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Without doubt the worst. I signed up as sounded a good deal, within a week my speed was down to on a good day 4mb but usually 1mb. I spoke to them and they would say wasn't a problem at their end. I upgraded my router at an additional cost to improve it. Didn't work was told by customer service I could cancel my contract. Moved to Sky where i now get 500mb for £10 more a month. Now Onestream are threatening me with CCJ for £192 that I will not be paying. Horrible company avoid!!!
- Location
-
- Location
- Caerphilly
- Reviewing
- Onestream
- Date
- 2021-03-03
- Comments
-
Within 3 days of joining Onestream, I knew I'd made a bad decision. Connection was intermittent and speeds were dire. Customer support is poor as only live chat is available. Fortunately, I raised a complaint within the 14 day period and they allowed me to leave free of any penalty charge. My advice to anyone thinking about signing up to Onestream would be to think again. I've been with Sky, Plusnet and EE previously but I've never experienced anything like the issues that I have with Onestream. Go elsewhere and learn from my mistake.
- Location
-
- Location
- BK
- Reviewing
- Onestream
- Date
- 2023-01-12
- Comments
-
The WORST MOST INCOMPETENT COMPANY IN THE WORLD!!!! If I could describe the hate!!! I have for this company!!!! Save your self!!!! Stay away!!!!
- Location
-
- Location
- Dewsbury
- Reviewing
- Onestream
- Date
- 2020-01-22
- Comments
-
Worst company ever, never ever join, i made mistake of not reading reviews
- Location
-
- Location
- Mold
- Reviewing
- Onestream
- Date
- 2023-05-02
- Comments
-
The worst of the worst broadband companies I have ever seen. They overcharging you for service with is not great, very poor customer service if you ever get hold of them. Live chat do not exist and if you try to call them be prepared to wait minimum 3h on line.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-02-07
- Comments
-
ABSOLUTELY DISGRACEFUL COMPANY - STEER CLEAR!!!!!
These scammers phoned my 84 year old father who suffers with dementia and is registered with tps so should never have been called in the first place, the contract was cancelled and now he is being sent letters threatening court action to recover money they claim is owed to them. The stress caused to my father after reading these letters has been awful.
I've sent numerous emails and thought this had been sorted and still it goes on.
Truly awful company
these people are the most disgusting people I have ever dealt with
after reading other reviews on this website I see this is how obviously they do business
- 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
- Kingston upon Thames
- Reviewing
- Onestream
- Date
- 2020-02-02
- Comments
-
Disgusting, immoral company who cold call pensioners illegally (my father's number is on the TPS system, making it a criminal offence for companies to cold call him) and scare/harry/harass them into signing up for a broadband contract.
They are now chasing my father for payment for a service they don't provide (no router was ever delivered to him) regarding a contract obtained illegally.
Despite my repeated phone calls to tell them to stop hassling him, they have now sent threats (full of aggressive language - none of it carrying any legal weight) of visits from their debt collectors.
Well, good luck with that. We've had enough, and are fighting back...
- Location
-
- Location
- Scotland
- Reviewing
- Onestream
- Date
- 2023-01-23
- Comments
-
Please please do not sign up to Onestream. I tried to cancel after the first week as the Wi-Fi kept crashing. They said there was a months trial period but after contacting them to cancel no one got back to me. I eventually got a threatening bill for £75. I eventually got through to Christian Headley who gave me his email address and said he could see it was cancelled within the trial period so he would inform the payments department. So fast forward to last week I got a final demand notice for £45.78 which I decided to pay to get rid of them. I could not pay this bill via their online payment system as it didn’t work. I tried calling the number they gave for their payments department at least 10 times (for at least an hour) and couldn’t get through. I now have had a bill sent telling me I have a note put on my credit file and it will affect my credit score for something that clearly isn’t my fault. Onestream do not answer emails, the online chat doesn’t work, no one from customer service answers the phone and the online payment system does not work. I am absolutely disgusted and livid by the way I have been treated by them. Please please avoid this company at all costs!!!
- 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
- Crowhurst
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Terrible company
Completely non transparent on their deals and charges
Can’t get the same answer twice if you speak to them
They take additional charges on your credit card without telling you
The promised signal is nearly always less
- Location
-
- Location
- West Ealing
- Reviewing
- Onestream
- Date
- 2022-12-12
- Comments
-
Avoid ! avoid !
Last three month they customer servise try best to sort out my line but no effort at all nothing come better.
Customer service awful waiting and waiting and waiting.
Never again.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
If I could give this company a minus rating it would be in quadruple figures. The connection constantly dropped out. Signed up to pay £17.99 a month, they then charge extra for the router and add on McAfee security without your consent at another £9.99. My bill then came to over £30. None of the invoices or charges ever made sense. Was on hold for over an hour to speak to customer services. Tried cancelling as I moved and it never worked anyway, they said it would cost £180 or £60 to change the address. They then said if I take out a new contract at a higher cost they will transfer it for free. Reluctantly agreed, they gave me no cooling off period when attempting to cancel this contract. After spending in total about 8 hours on hold I finally spoke to a "Team Leader" who agreed to cancel the contract (this being after multiple calls and told something different each time I called) This was in Oct, it's now January and they are still attempting to take money from my account. First £120, then £98 now another £97. They still send me bills which again make absolutely no sense. The team leader is called Blake Rowland who told me it was cancelled. I've informed him of the multiple attempts at taking the money which he said he would sort, he obviously hasn't. AVOID this company at all costs. I have reported them to Trading standards, Ofcom and Ombudsman.
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-12
- Comments
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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
- Stockton On Tees
- Reviewing
- Onestream
- Date
- 2020-11-25
- Comments
-
I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.
I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.
I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.
And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-05-03
- Comments
-
Can honestly say this is the worst WiFI I've ever used. It can't handle more than one person working, I drop off on calls, the lag on calls is appalling and they don't fix the issues. I've just tried to leave as I can't get it to work and they're now saying they will still make me pay for the rest of the service now even though they have provided me an awful service for nearly a year. Not good enough and avoid.
- Location
-
- Location
- portsmouth
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Horrible experience! Stay away from this company. It took more than one month to fix the internet problem with. Then, they do everything to not let me to cancel my contract. Today, I had my 5th call with them since 23rd December 2022, they don't cancel the contract but continue to billing. I say I want to cancel my contract, they say : let's check your internet speed... Let's give you another router... etc.. etc...
I will probably end up at court with them.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2024-04-01
- Comments
-
That provider is a scum. Slow transfer, high ping, very low level of customer service. They do anything to charge you an extra fee. Be aware and do not make mistakes as I did.
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
Have had to call them repeatedly due to slow speeds and dropping connection, they keep promising discount on the next bill but never actually apply the discount.
Can't leave them soon enough.
- 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
- Lowick
- Reviewing
- Onestream
- Date
- 2022-09-14
- Comments
-
A waste of time, they don’t answer the phone, reply to emails, I cancelled with 2 hours of ordering due to confirmation email showing different terms than agreed. Since the no communication and still they are sending emails as if order is still progressing.
Just tried calling again but no response.
A TOTAL WASSTE OF TIME? DO NOT DEAL WITH THEM
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-03-08
- Comments
-
Wow what a shocking sorry excuse for a company that is powered by Vodafone I am nearly at the end of my contract and am truly thankful that I don't have to deal with a crap service crap connection speeds and the fact that customer service is pretty non existant. Every time I call to complain they always say that there is nothing wrong there end. When I log into the router it states that "there is a problem between the router and the isp".
So clearly the router is smarter than the operators. Never had any compensation. The data on my phone is poor reception is more reliable and the customer service is useful as a. Chocolate teapot. All they years I have swapped may providers and never left a review but this time I feel fleeced out of my money. Currently sitting without Internet and was supposed to be rectified in 48 hours. We are at 48 hours and of course the office is closed conveniently. In sure tomorrow I will call speak to a monkey operating a pho e only to find out that my service is not work g which I could have told them.
OK rant over in short STAY FAR AWAY FROM THIS COMPANY.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
Avoid like the plague, terrible company with hidden charges and now they've increased the price mid-contract by 26%...
- Location
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- Location
- Camberley area
- Reviewing
- Onestream
- Date
- 2023-05-04
- Comments
-
Over a week late in 'go live' and virtually impossible to contact - can only phone and they are always 'experiencing a high volume of calls' so it take over 30 minutes to get through and still no satisfaction. Big mistake! Yest they had 4 stars on trustpilot but I don't understand how!
- Location
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- 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
-
- Location
- Desborough
- Reviewing
- Onestream
- Date
- 2023-01-24
- Comments
-
About Onestream, let me think????? If I could they will have 0 stars. No communications from their side. Internet is sh.... just few meters from router is disconneting. Taking more money without informing for what and when will be taken. My promotional offer was finishing and did not realize till my DD was taken with higher amount (did not receive email with information that my promotional period is coming to the end), so I have missed DD. Few days later receive txt msg that bill need to be paid ASAP but with missed DD fee which is £10. I have called and informed that will pay in few days my bill. They suspended my internet literally 5 DAYS after missing DD. So while on call with information that I will pay in few days I have asked what is the best offer they can do for me, just to be told they cannot say anything till my bill is settled. So I have decided to cancel their services. Next day after the call I have received email with information that my promotional offer is finnishing in 3 DAYS and the best offer what they can do will be DOUBLE what i was paying. When I settled my outstanding bill I said I would like to cancel their services but because bill was paid till the end of month I said to cancel at the end of month. So few days later I have surprise NO INTERNET. Another phonecall to them and just to be told it has gone through cancelling department and they cancel my services (at that day I had still 12-13 days left of the month). Few days later I have received some money back. I have send email with complain why just only this amount, their response was that there were added additional fees £10 for missed DD and £15 for broadband being suspended. AVOID with any cost
- Location
-
- Location
- Caerphilly
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
My 18 month contract with onesteam started at £21 in june 2022 and today it is now £33 without notice. The speeds are so slow i could hardly turn a page on google news on my mobile phone and the pictures often wouldnt show up. Roku stick didnt have enough power to work at all on my tv. If i could turn clock back id never have chosen this company. Often i have no broadband at all and have to unplug the router box . Im a pensioner on a limited budget im afraid im stuck with this mob until later this year when i can then look for a decent company for my broadband service.
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2023-09-30
- Comments
-
Just ripped me off over a £100 for a month's of broadband there scammers and crooks with 0% customer service these reveiws are real
- Location
-
- Location
- LEICESTER
- Reviewing
- Onestream
- Date
- 2022-06-26
- Comments
-
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
- Barking
- Reviewing
- Onestream
- Date
- 2023-05-05
- Comments
-
Onestream is the worst broadband provider in the whole of the UK. Avoid them by all means. The service is poor and when I moved house midcontract, they want me to pay £201 for termination of contract. Avoid by all means please.
- Location
-
- Location
- West Berkshire
- Reviewing
- Onestream
- Date
- 2021-02-09
- Comments
-
Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.
- 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
- 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
- Gloucester
- Reviewing
- Onestream
- Date
- 2023-06-12
- Comments
-
Rubbish, don't waste your money. Worst mistake I ever made with tech. Stay away from this pathetic joke of a company.
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2023-03-01
- Comments
-
Avoid. Don’t fall for the cheap price. Is horrible try to contact them. No effort to care for the customer, they only care to take your money monthly. They have an “Early termination fee” they don’t establish in their welcome email. You cannot know how much is it so they can put the prices up as much as they want. This is ilegal and they don’t inform the customer. Scammers! Don’t use them!!
- Location
-
- Location
- Worthing, sussex
- Reviewing
- Onestream
- Date
- 2023-06-12
- Comments
-
Should NOT be allowed to run a business.
No communication - all emails are not accepted and had been waiting for hours for a reply. Someone phoned me and refused to give his name. I explained that I wanted to cancel-“oh u must phone” then hung up. Ridiculous. What they do they confirm a connection date and that if no one is there u will be charged! Tried to email - not accepted in the end i wrote snail mail to their regs address to cancel. What is wrong with society? A different worrying world
- 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
- Wantage
- Reviewing
- Onestream
- Date
- 2020-07-18
- Comments
-
Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-08-26
- Comments
-
Horrendous provider. If I could leave 0 stars I would. We have had nothing but issues since joining onestream, the service is poor, I set up with a different provider after less than one month of using the service as it was so poor and the customer service I have never experienced anything like it. We have been overcharged by £15/ £20 per month since joining and every attempt to contact them has been met with 0 resolution. Please for the sake of your mental health do not sign up to this provider.
- 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
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.