1,017 Customer Reviews over 26 pages
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- Location
- Belfast
- Reviewing
- Origin
- Date
- 2017-04-04
- Comments
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The worse move I ever made with household utilities. One month along, two Reuters, 12 phone calls, hours spent waiting for someone to answer-when they might do after 60 minutes- and still a very unreliable internet which keeps disconnecting. Cannot stream or listen to internet radio. I was with Sky for years and never had problems. Presently, still waiting for someone to answer me from the complaints department....
- Location
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- Location
- Glasgow
- Reviewing
- Origin
- Date
- 2017-06-20
- Comments
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AVOID!! After reading the almost laughable reviews of this company I decided to cancel my subscription, it was the best decision of my life.
After cancelling my subscription I was assured it would take 10 days to be refunded, it's now been a month and the payment has still not be processed!! Customer service where incapable of even sending me a confirmation email to let me know they had asked finance to process it.
Origin admitted to me they are currently overwhelmed with the amount of customers they are getting, and they're playing catch up.
- Location
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- Location
- Falmouth
- Reviewing
- Origin
- Date
- 2021-06-20
- Comments
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ORIGIN IS THE WORST QUALITY OF BROADBAND I’VE EVER USED. I have never left a review on anything but if this stops just one person from starting an Origin account then it’s worth it. It can’t cope with more than one person using it at a time and since I have switched it has been literally unusable, I know that sounds like a conspiracy but it took me 15 minutes to load this page just to leave a review. Customer service was pleasant every time I rang but the quality of connection is dreadful. It’s cheap for a reason, please do not sign up with Origin!!!!!
- Location
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- Location
- Rotherham
- Reviewing
- Origin
- Date
- 2023-08-17
- Location
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- Location
- Gloucestershire
- Reviewing
- Origin
- Date
- 2020-07-04
- Comments
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I made a complaint as the wifi service provided is shocking. It drops out constantly and because I work at home teaching remotely it is the most frustrating thing. Constant buffering, I paid for the basic which looked reasonable but I get a max of 4mbps which is terrible. My complaint has not been responded to. I wanted to be released from my contract given that I had a service I couldn't use properly. They wanted to charge me. I am so stressed and so unhappy. I will say that the telephone team themselves are pleasant and mostly try to help. Though the consensus was "you get what you get" for some of them. Dissapointed is an understatement.
- Location
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- Location
- Holmbury St Mary
- Reviewing
- Origin
- Date
- 2018-02-17
- Comments
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This service is so unreliable as to be utterly worthless, and there's no support. Got a problem? You're on your own. The only thing that works reliably is the direct debit, and that's because it's not managed by Origin. Stay well clear of this business until it stops taking people's money for not providing an Internet service.
- Location
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- Location
- Morpeth
- Reviewing
- Origin
- Date
- 2017-06-22
- Comments
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really disapointed, transferred from BT but wish I hadn't
- Location
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- Location
- Stafford
- Reviewing
- Origin
- Date
- 2018-02-28
- Comments
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Please don’t go for the cheapest option .. I have regretted this decision the broadband is unreliable switched on and off all the time average speed for fibre up to 17mbs
I have never got near this speed the fastest was 10mbs
Customer service ..not good
Technical support better
Ombudsman complaint spurs them into action
Other than that you’ll be waiting a while for any kind of resolutions
You can’t leave even if you go abroad .. I went abroad for 5 months I still had to pay they will not terminate your contract
For any reason ? Very difficult company
Had talk talk, sky and virgin all better
- Location
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- Location
- Bexhill
- Reviewing
- Origin
- Date
- 2017-03-27
- Comments
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DO NOT USE THIS COMPANY!!! Was meant to go live with my broadband 4 weeks ago ,after several phone calls and very long waiting times,still no Internet ,now had to cancel as can't go without any Internet for any longer ,and now getting charged a cancellation fee ,, awful company to use!!!
- Location
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- Location
- Norfolk
- Reviewing
- Origin
- Date
- 2018-11-16
- Comments
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18 months with Origin must have been one of THE worst experiences of any kind of service I have ever received. Everything from charging me wrong three times, taking lump payments then direct debits, tonsending three different routers out, none of which worked, to abysmal internet speed when it actually worked, to their customer services (the same two women when you can get through), to the way they deal with you, to eventually trying to not let me leave when the contract had ended, to this morning trying to take £40 out of my account as they hadn’t received the router back yet. Please do not give them your money or you’ll end up paying for it ten times over with your time.
- Location
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- Location
- Eastbourne
- Reviewing
- Origin
- Date
- 2019-08-07
- Comments
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If you are wise you will avoid this disreputable company. Their promises are not to be relied on and their broadband sub standard. Be warned ....
- Location
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- Location
- Scotland
- Reviewing
- Origin
- Date
- 2020-09-28
- Comments
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Like others I wish I had read the reviews. This bunch of cowboys really do not care, they just want your money. Delays in installation meant I wanted to cancel, but like an idiot I didn’t check the small print, and cancellation has to be 24hrs before they go live, which means all the advantage lies with them. There are much better out there, and hopefully you are reading this before you sign up.
- Location
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- Location
- Chesterfield
- Reviewing
- Origin
- Date
- 2017-03-09
- Comments
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This company is just here to take your money for no service at all. They are masquerading as a broad band provider and in reality they should be called jack Turpin, the customer service is dire too I am affraid to say too long waiting time to even get through to talk to them. Tonight I have been asked to take my phone socket to but to test the line I don't think this is normal at all AVOID THEM LIKE TUE PLAGUE.
- Location
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- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2018-10-02
- Comments
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Same problem as others have mentioned on here, paid upfront but still got charged a monthly fee about 6 times and had to chase them to get it back. Cancelled the Direct Debit but they set it up again. Even after I left they kept billing me and even called to chase up the money!
- Location
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- Location
- Billericay
- Reviewing
- Origin
- Date
- 2016-12-29
- Comments
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I ordered on 30 november. After 1 month I haven't received any service or email yet, but got charged straight away via direct debit. Customer service (web chat) is always answered by the same person (Angelina) who I keep chasing myself. The first time I contacted her, she told me that I would go live within 3 weeks. Today she tells me that the engineer will activate my phone line tomorrow and that the go live date takes another 7 working days after the phone activation. I told her I would cancel everything if I don't get broadband soon and she immediately threatened me with charging costs. I find that very customer unfriendly! So far I'm not pleased. I will write another review lateron with the outcome.
- Location
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- Location
- Staffs
- Reviewing
- Origin
- Date
- 2018-05-14
- Comments
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Slow speeds and I mean slow. Nowhere near the package that I signed up for. If you need to get in touch to complain make sure you have a few hours free as it'll take you a while to get through. They don't connect you until the cooling off period has expired so they can charge you the full contract if you want to leave. The billing is random amounts. They re authorise cancelled dd too which my bank says can't happen so think it must be fraud too.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2018-07-31
- Comments
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A joke. I reported an external line fault 7 days ago and nothing done. Told broadband a nice to have but not a necessity. Actually book hospital appointments for elderly relatives.
Was told to unscrew junction box of phone line. Keep away from origin. Clueless call centre .
- Location
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- Location
- Worcester
- Reviewing
- Origin
- Date
- 2020-09-25
- Comments
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Con artists. Taking legal action. Don’t reply to anything or answer calls with no internet since it started. Evidenced screen shots of over 10 emails and 6 call
Logs.
They need to be shut down.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2019-11-21
- Comments
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Most recent issue of any my line was reconnected as a cross line.we eere without setvice for 3 days and yet we now receive a bill for calls we simply could not make as the line was dead. They refuse to act. Keep away from these morons. They will be bankrupt within months
- Location
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- Location
- SHEFFIELD
- Reviewing
- Origin
- Date
- 2018-03-22
- Comments
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Awful experience from this company both from a technical viewpoint and from a customer services perspective...
Regular drop outs and drops in speed to unusable levels, 1 year into an 18 month contract and I am counting the days as they wont let me leave without penalty.
Had a different router, been plugged into the test port I don't know how many times, had an engineer out all after spending hours on the phone to 1st line being asked to turn it off and then back on again (I work in IT so I have been really patient with them but really!!!).
They are now replying to emails when 10 days have elapsed essentially asking "is it still broke". I have a formal complaint in place to try and get a deadlock letter so I can go to ofcom.
BTW before I moved my fibre connection to Origin I was with BT and didn't have a single drop out the whole year. In the last year I've had about 4 or 5 most days, sometimes being lucky and just getting a couple.
- Location
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- Location
- York
- Reviewing
- Origin
- Date
- 2017-10-01
- Comments
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As we're once again in our second hour of being on hold to Origin Broadband support I thought I'd use my time in purgatory more productively and write a review of the company.
We moved house in November of 2016 to find that our regular broadband provider didn't supply fibre to our new area. We'd been with Virgin for years and are heavy internet users, so we were worried when looking for a new service provider. We searched a few companies to see which were offering the best price for the available speeds in our area.
Enter Origin Broadband, a Yorkshire based ISP with seemingly fair prices. For some reason no other ISP, including Origin, offered a fibre connection to our city centre location. We eventually settled for an ADSL connection with Origin as they had the best prices and they were somewhat local.
The installation was all but hassle free, the long wait for the engineer to arrive, and the engineer not actually being able to do anything as the router took so long to turn up. The engineer arrived after 2 weeks to ready the house for the still absent router. He spent 5 minutes inspecting the BT wall outlet, then left while explaining that we could just 'plug it all in' when the router arrived. Finally the router arrived, and we did just that. Nothing. We spent around an hour on hold to support before being connected. Support took us through all of the correct router settings which the engineer was unable to set up. Then, after around 30 minutes of going through everything over the phone we were finally online.
For the first six months, excluding the painful adjustment from our old ~250mb/s download speed to a laughable ~18mb/s, everything was relatively stable. We'd have the occasional disconnect, but it was infrequent and understandable for an ADSL connection.
If the experience were to end there the stars awarded in this review would have held a solid 3 out of 5. Unfortunately, that hasn't been the case. We've had such a bad service with Origin as an ISP that, for the first time in my life, I've made a point to sit down and review a company in the hopes that it saves at least one person from wasting their time and money as we have. For those of you still wondering, we managed to get through to first line support. We're now on hold to second line support after they couldn't help us.
A couple of months ago we started to experience our connection dropping out every 30-40 minutes within a 6 hour window starting around 6pm. Not only this, but our connection would bottom out when downloading files at a capped 256kb/s speed. This meant that, even if the connection stayed active, it would be virtually impossible to use until the download was complete, to the point where it would take 5-6 minutes to send a message on Facebook messenger.
In an attempt to fix the issues we called around 6 times in total. Each time on hold for around 2 hours, to the point where my housemate and I took 30 minute shifts of listening to the hold music as it was slowly driving us insane.
Over the numerous phone calls we were told during 3 of them to remove the 'test plate' from our BT wall outlet and record our connection and any drop-outs. They would then call us back 24-48 hours later to check in on us. We have never received a phone call from Origin.
We were also told that an engineer would be coming to visit, he never turned up.
We were told that, after following up about the engineer not arriving, that they were going to send us a new router. For some reason they believed that we no longer needed an engineer, they decided that a new router was the way to go. If the new router didn't work then they would once again attempt an engineer visit.
We were told that our frequent disconnects were the result of 'micro surges' in our area (apparently coming from street lights turning on on our street), despite us having all of the electrical equipment in our home surge protected, and the issues persisting over a 6 or so hour period.
We were told, in our most recent phone call, that the outages are to do with some issues that BT are having in our area. Which would explain the issue had it not being persistent for almost 2 months at this stage.
All of our phone calls were taken by different staff reading from our file, which apparently had all of our issues and the tests they'd already carried out. This would be believable if we weren't asked to carry out the same tests numerous times to lead to the same result, while at the same time being told that the issue was coming from a different place than the last Origin support member told us it was coming from.
I've given the customer service 2 stars as, while they are seemingly understaffed, the staff members themselves were friendly and dealt with our frustration in a reasonable manner. Their major let down was a lack of consistency. They could have told me straight that they had no idea where the issue was coming from and that they'd do everything they could to fix it, and that would have been fine. Instead I ended up being fed different information each time I picked up the phone.
I'd strongly advise anybody to avoid this company. I've been with numerous ISPs over the years. AOL, TalkTalk, Sky, BT, Virgin. Origin broadband are by far the worst in both product and service.
Not only do services not work as described when first entering into a contract, but their customer support when things go wrong is next to none. From what I can tell they're trying to be as cost effective as possible by providing a bare bones service and stripping customer support of the resources required to deal with the barrage of calls they get from customers who are left paying for something which doesn't work.
- Location
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- Location
- SHEFFIELD
- Reviewing
- Origin
- Date
- 2018-02-28
- Comments
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Awful experience with this company from every perspective, technically (constant dropouts) and customer service especially. Spent a year trying to get the issues resolved and with six months to go until end of contract I'm counting the days. Contacted customer services about exiting and they insist on me sticking to the contract (i.e. paying) even though they are breaching it by not delivering a reasonable service.
Appalling.
- Location
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- Location
- Leeds
- Reviewing
- Origin
- Date
- 2017-09-19
- Comments
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Do not become an Origin customer! This was/is the worst customer experience I have ever had. They managed only max 1Mbps (compared to Sky's min 2 at the same address) but refused to engage in a discussion about it. They sent me a deadline letter but then didn't engage with the Ombudsman who awarded in my favour a cancellation without penalty and full refund which they are now fannying about with, having paid only half. Just terrible and can't wait to be rid of them. They shouldn't be allowed to operate.
- Location
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- Location
- Monmouth
- Reviewing
- Origin
- Date
- 2017-04-04
- Comments
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I am now on hold for 45 minutes following emails to them. In common with all of the other comments the speed is shocking - I cannot work from home with how slow the connection is. Dropped from 3MB to less than 1 MB. No streaming possible... Truly awful and to be avoided - exactly what we did not want from a broadband supplier.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-06-30
- Location
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- Location
- UK
- Reviewing
- Origin
- Date
- 2020-09-17
- Comments
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Having just set-up a new contract with Origin I tried to resolve 2 issues.
1. Broadband speed about half the download thery said they provide and..
2. The router I received is so small it doesn't provide coverage for the whole house (3 bed semi!!)
I asked to cancle mu contract to find this conveniently expires 14 days after you commit to them up to the day before they connect you. So, there's no way to cancel the contract after you get terrible technical advice on day one without incurring charges.
Aparently a wireless router will give a greater coverage area when the broadband speed increases - my technical representative said I would have to buy a router from them that should provide the coverage they promised before agreeing to change from EE.
Beware of this company, they do NOT provide faster broadband nor do they provide an appropriate router to cover a small semi
- Location
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- Location
- Sussex
- Reviewing
- Origin
- Date
- 2023-07-16
- Comments
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A short while ago I was switched to your company from SSE/Ovo without any say in the matter.
On the 5th of July I received an email stating twice that my contract was about to expire on...and no date.
However, I decided to renew anyway and thought it a minor error.
I then received an email to say my new contract was set up, to start on the 1st of January 1970!!
Whilst on holiday I established I had lost contact with my smart devices at home and when returning from holiday I saw I indeed had no internet.
I contacted your helpdesk on the 14th and they logged an error.
On the 15th I got a text to say the fault was fixed however, it wasn't and I had to call back.
After all these issues and three instances of communication errors, I decided to withdraw my renewal (took an hour in a queue to speak to somebody) and apply to join another company (which I have to wait 3 weeks for).
I received no apologies despite the fact I was meant to return to work on Monday after 9 days of holiday and will instead have to extend my holiday because I cannot work from home and need to accommodate a BT engineer.
I have had no offer of compensation despite over a week's outage of service and having to waste at least a day of my annual leave because I am unable to work.
Instead I have to pay an increased subscription cost to allow me to source an alternative supplier without an early termination fee.
- Location
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- Location
- Carnforth
- Reviewing
- Origin
- Date
- 2019-03-27
- Location
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- Location
- TROWBRIDGE
- Reviewing
- Origin
- Date
- 2020-05-29
- Comments
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Absolutely fuming i was in and out of hospital so genuinely forgot about this bill they robbed my dads account of his weekly pension and i haven't been able to earn because of covid left us hungry for 10days would not recommend to anyone about as useful as a steak at a veggie bbq
- Location
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- Location
- Leeds
- Reviewing
- Origin
- Date
- 2021-07-04
- Comments
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Internet cuts out constantly
Customer services unavailable at weekends and evenings
Total waste of money
- Location
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- Location
- kilmarnock
- Reviewing
- Origin
- Date
- 2018-07-25
- Comments
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Appalling. Customer service non existent. Tech support useless. Billing department can't count - always to their advantage. No service for over 6 weeks. No reason given. Speeds should be around 11mbps. Currently 0.14. Seeing other reviews about overcharging, I'm thinking perhaps the fraud squad should be getting involved. Would have given zero stars if possible.
- Location
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- Location
- Bristol
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Force you to wait 4 days before even confirming an install date, hidden fees. make you pay before they even provide any of this info. trying to cancel and had to wait 40 mins on the phone, avoid this company like the plague, they will go out of business soon selling this rubbish
- Location
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- Location
- Scarborough
- Reviewing
- Origin
- Date
- 2016-10-08
- Comments
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Worst connection I’ve ever had.
Decided to change from the post office net after years of keeping with them. Their prices were going up constantly and the speed was slowing down so decided to change. Was a bit concerned at first having heard a few bad things about switching over to origin. But decided the price should be worth it in the end. I was very wrong. When I first got it, it was a bit off but understandable in the first 2-3 weeks. After that I have had my net cut out on average 10-20 times a day for 10-20 minutes at a time. Contacted origin and was ignored after 2 messages and a few days. So tried again and finally got a message after 2-3 more days got the usual rubbish test it on your end etc. etc. already have makes no difference. Contacted them back. It’s been 5 days now and nothing.
I would seriously recommend NOT joining origin as the service is terrible, bad net (Slower than my last even though they promised better speeds), constant cut out, literally no help to resolve my problem, slow and simply a disgrace! I am trying to run a business and it’s become a lot more stressful since I joined this joke of a company. Will be asking for a full refund and finding another company ASAP. Don’t make the same mistake I made.
- Location
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- Location
- Gloucestershire
- Reviewing
- Origin
- Date
- 2019-06-01
- Comments
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If you want your internet to not work half the time, zero customer support, a very cheap and unsuitable router, all for one cheap price, pick these boys. You will also not have internet for 2 months when you switch because they will mess up the switch over. AVOID.
P.S. Don't let your flatmate pick cheap when you both need the internet a lot.
- Location
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- Location
- Liverpool
- Reviewing
- Origin
- Date
- 2017-02-23
- Comments
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Absolute joke of a company, internet been off for 5 daysbive phoned up over 30 times and been on hold for over 2 hours per call!!! They still don't know the problem worst company ever please avoid its cheap for a reason
- Location
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- Location
- SITTINGBOURNE
- Reviewing
- Origin
- Date
- 2018-03-18
- Location
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- Location
- Rural Shropshire
- Reviewing
- Origin
- Date
- 2017-11-04
- Comments
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What a joke of a company was with them for 12 months no notification contract had ended. Found a more competitive deal with them via cash back as a new customer, unable to process new order as they required me to cancel my existng service even though I was out of contract wait 10 - 15 days without any broadband or phone service. This company needs to put the customer both new and exist of at the centre of all they do. The 10-15 days without service will be worth it as its costs them more in administration the cancel the existing service and set me up as a new customers plus new annual cost has reduced by 8%
- Location
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- Location
- Wakefield
- Reviewing
- Origin
- Date
- 2017-11-15
- Comments
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One word - don't. We were with these for a couple of months during which everything was fine, then they sent us a card saying they were making some changes. From that point onwards everything was a disaster. The connection kept dropping out, the speed yo-yo'd wildly from ridiculously fast, to an unworkable snail's pace, and we made countless calls to their technical team spending hours on hold. Every time we had to wait ages to talk to someone, then wait even longer to speak to someone in Advanced Technical. Every time somebody different promised to personally sort it out, one guy told us he'd get back to us by email or phone the following day, knowing full well he wasn't even going to be in the office on that day. Origin told us the line is at fault, BT Openreach told us the router is at fault, and finally we've had enough - we've been paying for superfast broadband which has turned out to be completely non-functioning broadband, and we've ditched them. How are these clowns still in business?
- Location
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- Location
- EASTBOURNE
- Reviewing
- Origin
- Date
- 2016-12-15
- Comments
-
On the whole I've been very pleased with Origin. Only one problem whilst I've been with them and that was caused by Openreach wire failure outside the house.
I'd have to say that Origin's customer service in dealing with this issue was very good indeed. A British person at the end of the phone who actually listened when I explained the problem and didn't spend hours making me repeat pointless tests as has been my experience with non UK call handlers at TalkTalk in the past. It was so refreshing.
Line speed is not fantastic, however it is just the same as all my previous providers, not surprising since it's using the same Openreach infrastructure, so really not Origin's fault.
On the whole I'm very happy with Origin thus far.
- Location
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- Location
- Leeds
- Reviewing
- Origin
- Date
- 2017-09-19
- Comments
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The speed is as advertised, currently 40+ mbs. However the router is abysmal. 4 times in 4 months the router has re-set itself, so no broadband. Customer services very slow to answer, although fabulous when connected. Enough is enough now.
- 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.
Origin are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Origin.