445 Customer Reviews over 12 pages
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- Location
- Caernarfon
- Reviewing
- Onestream
- Date
- 2023-06-13
- Comments
-
No customer service at all, was just talking to them and they put the phone down, tried again an dwaited over 25 minutes and no answer. Broadband went off this morning again as it's constantly dropping out. Useless company and now told them to cancel contract with them. Deal was supposed to be £25 per month but regularly charged over £30.
Would not recommend anyone sign up with then
- Location
-
- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2022-10-24
- Comments
-
Dodgy company. Can't believe they are allowed to operate. Russian owned and not sanctioned! Why are they on comparison websites? I signed up to broadband, cancelled within 1 hour. Never got a refund and now they have started taking £29.95 out of my bank each month. This isn't even the amount I signed up for!
Avoid like the plague.
- 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
- Leicester
- Reviewing
- Onestream
- Date
- 2022-05-26
- Comments
-
Cancelled before the broadband service started and was still charged £15 they say didn't arrive into their account. Then charged another £30 for a Kaspersky subscription I never used! Literally con men.
- Location
-
- Location
- Shropshire
- Reviewing
- Onestream
- Date
- 2022-11-07
- Comments
-
Avoid Avoid Avoid
Awful connection
Awful customer service
Once I cancelled my contract andceas told there was a zero balance, I was being billed for more, took over 2hrs of phone calls to finally sort this mess out. NEVER AGAIN
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2021-06-08
- Comments
-
Awful internet service AVOID
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Terrible experience. They managed to cut my neighbours line instead of mine. Neither my neighbour nor I had internet for 3 weeks. I called so many times and it was so very confusing. I changed three times broadband suppliers in the same property and never had such a stressful experience. As a result, I have cancelled my service with them. I called multiple times (30 min wait each time), emailed them twice and I am still getting emails and texts asking me to pay for a service that they never delivered. Avoid at all cost
- Location
-
- Location
- Lairg
- Reviewing
- Onestream
- Date
- 2023-06-14
- Comments
-
Terrible service, cuts out constantly, and very slow speeds. Customer service is usually closed, takes ages to answer, and are hopeless. I'm stuck with crappy broadband and I can't cancel unless I pay for the whole contract.
- Location
-
- Location
- Belfast
- Reviewing
- Onestream
- Date
- 2023-06-14
- Comments
-
At the time of writing this post it is June 12th.
First of all, good luck to anyone trying to get through to their Customer Service line. Out of the 4 occasions I have called, none have put me through to an advisor in less than 35 minutes. The most recent wait today was upwards of 50 minutes.
My reason for phoning is that my Go-Live date has continually been pushed back with no clear explanation given other than supplier delays (BT Openreach). I purchased the 12 month full-fibre option on May 5th with a requested Go-Live of May 27th.
Any time that I have spoken with someone from the company via email or phone I have been given arbitrary timelines, such as 'your Go-Live date will be confirmed within 2 business days' or 'Openreach should have the fibre survey complete in the next couple of weeks', which is all lies.
One of my questions to the advisor was how that 5 weeks have gone past with no indication from OneStream on the reason for the Openreach delays. I asked if this was typical and he stated not, but 'some areas are less staffed by Openreach engineers'. Which begs the question, why is every other broadband provider able to send out a Fibre router and have it installed within an acceptable timeframe?
Lastly, the advisor which I was connected to on 12/6/22 at approximately 4:10pm - Mohamed. Oh boy what to say. Obviously I was annoyed that I had to wait on hold for 50+ minutes (this being my 4th time calling also) so understandably my patience was a bit short. But I was no way rude or disrespectful, that is until he continually spoke over the top of me and started to get snarky when I asked more questions. Telling me to "calm down" and insisting that he had provided me with all updates, even though there were none, my router hasn't even been posted yet! I hope someone from OneStream reviews the call log recordings and gives this individual some extra training or a stern warning.
Long story short, I wouldn't bother placing an order with this provider if you at all value your time. Although they appear to be a reputable company, on several occasions I have second guessed myself if it is just a scam as so far it has certainly operated like one.
- Location
-
- Location
- Bexley, London
- Reviewing
- Onestream
- Date
- 2021-02-09
- Comments
-
I placed an order for broadband and all I ever was an emil acknowledging the order. There was no router delivery and I could not speak to anyone in order to resolve the matter. In the end I had to go through my bank to get a refund of the initial payment. AVOID THIS COMPANY LIKE COVID19!
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2018-12-11
- Comments
-
This review is for ONESTREAM broadband who have done everything they can to NOT supply with broadband for £9.99.
As my speeds here are slow, nobody's fault, bar BT's for aged/aging line, (60ish years they say) overhead fibre in place but BT don't know when it will go live! i go for the cheapest i can find on a 12 month contract. I was and still am with John Lewis, brilliant service, but contract ending the 4th December and going up to £26.99 from 18.00, so started looking. ONESTREAM £9.99 black friday deal! cheapest by £6 a month next to the Post Office at £15.90.
Filled in the boxes, GOT IT! Text say welcome and connection under way. Took £9.99 delivery, and then £9.99 for 1st month, sat back and waited, nothing.gave it 10 days and called, "oh sorry, your current provider will not release the line and number" well the contract's up in 2 days and they know i'm looking to move say's i."we will request the change again" says he.
4 days later, email from ONESTREAM "your speeds are so poor our systems cannot function correctly to supply you standard broadband, but we can supply a boosted speed for £26.99! (not fibre, no mention of fibre) if not you will be refunded" still waiting for me refunds!!
Stayed with John Lewis for £20 for 12 months. Another email just arrived from ONESTREAM "oh no, our broadband doesn't reach as far as you live so we can't complete your order"!!!
They can't even lie consistently.
I'd stay well away folks.
JOHN LEWIS BROADBAND BRILLIANT.
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2021-04-13
- Comments
-
this compony is a joke bills always wrong sales team will tell you they guaranteed your speed you will get less then half the speed they just say only if you ues a eartnet cabble but tell you this do not bother whith live chat it will take a week for them to anwer custermer service is worse then talktalk and that takes some beating do not go whith this compony they will treat you like dirt
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-09-15
- Comments
-
I've just spent 18 minutes waiting for someone to answer the phone. If this is how you treat new customers forget it. Cheaper doesn't necessary mean a better service. Stay away from this company
- Location
-
- Location
- Oswaldtwistle
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Cancelled installation but still taken £31.18p and then a month later another £18.95 ( the amount I was to pay if I had gone ahead).
Unable to get a reply from them
- 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
- 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
- Liverpool
- Reviewing
- Onestream
- Date
- 2020-01-29
- Comments
-
A 1 star rating is 1 too many!!!!
2 months of delays, broken promises and frustration was met with the answer of " would you like to cancel" WOW...so not go anywhere near this shambles of a so called company!!!!!
- Location
-
- Location
- Warrington
- Reviewing
- Onestream
- Date
- 2022-03-02
- Comments
-
They will keep calling you , even if you not the customer , 10 plus calls in 2 weeks even after requesting to take off calling list, stay away
- Location
-
- Location
- Rochester, Hoo
- Reviewing
- Onestream
- Date
- 2020-12-11
- Comments
-
Please people do not sign up with these pirates service is useless customer service is useless they refuse to resolve issues but are happy to continue to taake money from you. I am in the process of getting rid of these mugs and jump to another provider, If you sign with these you will wish you had not. They totally refuse to accept faults
- Location
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- 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
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-10-01
- Comments
-
Truly regret changing to this company. Within a week my broad band speed dropped to just 4mbps. An engineer came out quickly and diagnosed while the line was capable of delivering 90mbps the problem was with the router supplied by one stream.
Customer service is poor, no weekend phone contact just online chat for which I’ve waited over an hour to connect to an agent. Weekday contact limited to 8.30-5.30 only.
At no time have they delivered the 79mbps I pay for, it can vary between no connection, and then a maximum of 28mbps. Yet the same line with BT consistently delivered 79mbps.
I cannot recommend this broadband provider. Poor levels of customer service, with no follow through so you are just left waiting to see what’s going to happen next, no emails, texts or any contact whatsoever. Add in truly awful broadband provision,this is a company to avoid.
- Location
-
- 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
- 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
- Beds
- Reviewing
- Onestream
- Date
- 2022-05-28
- Comments
-
making a complaint to the ombudsman. Worst ISP ever. Dishonest. Did not get the price quoted. Still taking my DD a month after new ISP. Rubbish customer service. "Blake" claimed not to have a record of my email address and would therefore not speak to my son (I'm a deaf octogenarian but Blake text me 20 times asking me to call him.) Avoid ONESTREAM at all costs. I'd give them minus 50 as a score, if I could.
- Location
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- Location
- Shropshire
- Reviewing
- Onestream
- Date
- 2022-12-28
- Comments
-
Cancelled Sky to swap to one stream because of the price - have had to apologise to sky and return as Onestream did not actually connect me and I will have gone without internet for 3 weeks, over Christmas too. Avoid.
- Location
-
- Location
- England
- Reviewing
- Onestream
- Date
- 2023-05-14
- Comments
-
Avoid - don’t give them your bank details. Multiple violations of consumer rights and direct debit laws. They overcharge and sign you up for unwanted extras. Impossible to get them on the phone and never reply to emails. Some customers have stated that they are promised refunds, but they don’t happen. They hide behind a weak Ofcom! They rely on you not taking them to court! But you will have too!
- Location
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- 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
- Wirral
- Reviewing
- Onestream
- Date
- 2023-05-15
- Comments
-
Dreadful, dire service, slow , unable to contact. Eventually got through, promised I’d receive email to allow me to cancel the extra £3 for insurance they added. And to send engineer as sped below 3 ! Never received it, no one answers phone , cannot get into my account. Will cost £122 to leave as another 10months contract , can’t even get to do that! Please, DO NOT join. Worst company of any kind Iv ever known . Utterly shocking they are still in business.
- 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
- STAFFORD
- Reviewing
- Onestream
- Date
- 2023-10-05
- Comments
-
made the mistake of going for the low price . really poor wifi due to cheap router. keeps dropping out but when reported nothing wrong. can only try and get help between 9 and 5 . A total waste of money . Struggle to connect devices in same room as router . Do not join this service
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-14
- Comments
-
I actively avoid confrontation, and yet I'm utterly exhausted from dealing with this company and trying to rectify their mistakes. Never have I seen such incompetence: within just six months of my time with them, they managed to overcharge me, change the guaranteed speed *AFTER* I'd signed up (then fail to reach even the new minimum speed), dodge my emails, incorrectly charge me engineer fees twice only to later rescind them, and finally wrongfully chased me for money after I'd cancelled.
Terrible customer service, all the staff I spoke to were young casuals who I had to pity: they'd been given no training or resources to actually help, instead they awkwardly sympathise with your complaints without actually providing a solution. Reeks of ownership and management that is incompetent at best, but probably deliberately deceitful.
- Location
-
- Location
- Margate
- Reviewing
- Onestream
- Date
- 2022-11-10
- Comments
-
Never in my life have I had to deal with such a crap quality internet provider. They are more than happy to take your money but don't expect you to get your moneys worth. My internet has gone down multiple times a day for weeks on end. Resetting the sub par router they provide would temporarily fix the issue, but the moment the wind blows or it rains or there's a friggin cloud in the sky, boom, off it goes again.
They sent engineers multiple times who can't find anything wrong with the line. And when you try and call, there's always a "high volume" of calls and you wait and wait with the most painfully repetitive hold music that is deliberately designed to mug you off.
When I joined, the reviews were some what positive. Not as much as I had hoped but I decided to give them a shot because the price was fair. 6 months later the price nearly doubled and I was stuck in this ****** contract for another 6 months.
I am about to leave this country and I am grateful to be away from this terrible internet provider. Listen to everyone here, DO NOT SIGN WITH ONESTREAM, YOU WILL DEEPLY REGRET IT.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-05-16
- Comments
-
If I could give them a 0 star review, I would. Do NOT use OneStream as your internet provider.
I’ve been with them for 2 years now and they have just ropped me into another 2 year contract that I didn’t want to begin with. They used my vulnerability to their advantage and promised me stuff that they knew they couldn’t uphold. And now they’re trying to charge me 500 pounds to leave them.
I’ve had nothing but issues with them from the beginning. Slow internet, sometimes I’d be without internet for days at a time. This has happened several times. And with a severely autistic 2 year old and 5 month old who heavily rely on the internet, this is not ideal in the slightest. And when it did work, it would reach one side of my bed but not the other. And may I add, the router is right next to my bed. I’ve complained several times about the internet service I have received and have not received any sort of compensation once. They’ve only just given me a free month of internet because I threatened to leave them. Not only this but their price has doubled since I joined them 2 years ago which I cannot afford. Not once have they told me they were increasing their price like they are meant to. I haven’t even received a bill notification since July 2022. They’re beyond over-priced for rubbish internet.
When renewing my contract, I was promised it would be live within 10 days which would have been the 22nd of May. Then that changed to the 26th. Now it’s the 30th. Apparently the average time is 10-14 days but they didn’t tell me that and again, took advantage of my situation.
I was then told I could leave them within 2 weeks of my contract starting. When I decided to do that, I was told that was for new customers only and there’s nothing they could do unless I pay the 500.
The customer service is awful to add onto that.
I was told I’m a valued customer and I get treated like this? Disgusting.
Do not waste your money with them, learn from my mistake and go else where.
- 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
-
- Location
- Prestonfield
- Reviewing
- Onestream
- Date
- 2020-07-14
- Comments
-
Log a complaint quite few times, yet no action taken. Infact they promised to take action in three days. Now, its has been more than 2 months. Always internet interruption. My advise to others, leave them, don't even come close. Look for other reliable provider.
- Location
-
- Location
- Exeter
- Reviewing
- Onestream
- Date
- 2022-04-26
- Comments
-
Onestream are terrible - fortunately I was able to cancel before my "go live" date. On taking out the order, an engineer appointment was booked. No email notifications of this appointment. Take the day off work - nothing. Try to get in touch with them - their "lines are busy, 10 minute wait" automated answer never answered, the callback option never called back. The "one minute wait" livechat took over an hour to respond. Then I learned the engineer appointment had been moved to the next day. No notifications of any of this. Then I cancelled, and was then told an engineer wasn't arriving anyway as I was only being "transferred" to their service (despite me being new to fibre). This leads me to think that the service wouldn't have been fibre at all. Overall this company is atrocious, and I'm extremely glad to escape being locked in with them, despite having to wait another two weeks for a new supplier.
- Location
-
- Location
- RAMSEY
- Reviewing
- Onestream
- Date
- 2022-07-30
- Comments
-
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
- Bedfordshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
-
Stay away! Worst internet provider I’ve ever had. My room is 2m from the router but it only ever works if I’m sat directly next to it. Due to my laptop not having an Ethernet customer service said there’s no way they can test or improve my service. Absolutely shocking how poor and slow the service is. They should be paying me to put up with it. Avoid at all costs
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-02-24
- Comments
-
AVOID AVOID AVOID!!!
If I could give no stars I would. When I 1st joined I was charged the anti virus thing even though I cancelled it once the free 3 months was up. When I called up to ask why they had taken the money out even though I had cancelled it the man on the phone was very funny with me and basically told me I was stupid for cancelling it. Took me about 20 times for him to finally listen to me and with a huff and puff he eventually cancelled it. There were also other hidden costs I hadn't asked for. The internet speed is rubbish. I am in a small flat and can't even connect in the room next door. Can't wait to leave.
AVOID AT ALL COSTS.
- 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
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.