Origin Broadband Reviews

The service seems inversely proportional to the price you paid for the modem/router..I suggest you keep the power pack and chuck the rest. Think about this before abusing origin!

• Satisfaction
  4 stars
• Customer Service
  2 stars
• Speed
  5 stars
• Reliability
  5 stars

very ridiculous service,

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I cannot believe a UK company can do so bad and keep trading. I would give a zero if it was possible, why, read on.

I had been with Origin since Jan 2017 and they were as expected a super Yorkshire company, yes there “was” another apart from Plus net! It all went wrong when Origin “upgraded” their service on 26th September 2017 and informed users this was happening and connectivity would be lost but no problem check this and if still problems contact them.

This happened and because I was away I did not report it until 30 September when I spent around 5 hours on and off the phone talking to various departments. I add that all the people I talked to were very polite especially the engineer who got me to make sure BT socket was good, (new Jan 17), and to try another router, filter and leads which all to no avail. At the end of all the conversations they said they needed to send an engineer round on either Monday 2 Oct PM or Tuesday 3 Oct AM or PM to check the line, why I do not know as phone was still working and the router was plugged directly into the BT socket. I stated I did not believe an engineer visit inside my house was needed but that was ignored. They also had the cheek to say if the fault was not my line I would have to pay for the visit. After I let my feelings known they reneged on this as stated I would not be charged in any case. I had been away for a week and needed to catch up on work and personal on line so agreed. I emphasised the fact that I needed the broadband ASAP. I used my mobile broadband to do the essential items but over the next few days had to pay over £30.00 to do this. After the first week of waiting for Origin to do anything I mitigated my mobile costs by changing my tariff to a much higher data allowance, 100Mb to 2.5Gb.

Monday 2nd and Tuesday 3rd went without any engineer visit or contact from Origin. I emailed on several occasions but got no reply. I decided that was enough so I emailed a final chance for them to sort it by making my house available on 15 minutes notice all day Monday 9th Oct. No reply to email and no contact. I informed them they had failed to keep their part of the contract and I was cancelling it. I signed up to Plus Net although this could not be activated until 25 October 1 month after Origin caused the issue.

I had a couple of emails saying I could not cancel as I did not give them the chance to fix the fault by allowing them into my house. I gave them ample opportunity to enter my house but suggested in writing to them that the fault was not in the house as the phone was working perfectly all the time. The new Plusnet service was also started without a visit to the house; I just plugged the router in and it worked as I believed it would. I believe the fault was further back up the line from my house and probably in the exchange where some setting or configuration was not checked or changed. I also believe they have not “upgraded” but changed their supplier to Talk Talk; in mine and thousands of others opinion the worst supplier in the industry. Another item is the deadlock letter which was supposed to be issued 5 days from 19 October and still not received, I emailed them on 29 Oct to chase this as well. They did offer me a 1-month refund and £20.00 but stipulated if I referred this to Ofcom this would be withdrawn, to me a bribe but unfortunately for them it was in writing. The latest thing is a bill for next year for a service I have not been getting since end September. I have emailed twice but no replies. What a joke. I have now referred the matter to Ofcom and they are carrying out an investigation.

AVOID this once great company like the plague.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

THE WORST COMPANY EVER.
yes prices are usually cheap but your time and energy spent chasing them just isn’t worth it.
You’ll need to phone at least ten times with issues throughout the year. No one knows their rear From their elbow. Each call you’ll be put on hold for 20 mins. Each person will have a different answer. I’ve had FOUR people confirm things to me & in writing so I do not have to argue with more people but then, hey, two others say they are wrong.
Billing is never right. Broadband speed is horrific.
Seriously don’t even think about joining this company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Do not go with them. Seriously don't go with them. They have completely screwed up the transition from BT. We have been left over Christmas and New Year without a phone or broadband. We are going to have to have a new line to correct the issues!
Seriously don't!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have just left Origin after one year contract. They are cheaper than most and living where I do we only have standard broadband, no cable. At first the speed seemed reasonable, but overtime it kept cutting out. The network checks where always OK. Couldn't get to the bottom of it and started to think it maybe the router and buy a better one. However, at the year of contract I nearly renewed but was confused by the agent I spoke to about the future billing and so decided to move onto another supplier getting a new router.
Although a few £s a month more since changing the broadband from Origin it has improved substantially and does not cut out to date with the new supplier. So it was something to do with the network or router.
My concern over Origin was despite moving away from them they have continued to bill for the service and it took me to contact them for a hour to get resolved. Would I use them again, maybe if the price is right and can be convinced of improved customer service

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  4 stars

Really awfull, poor performance 3gbps at best, took the deal via top cashback and not paid after a year, 90 mins on phone to get cut off and start again, duplicate payments, and customer service is shoddy, "not my issue" seems to be the phrase used most commonly.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have just informed Origin that I am cancelling my service aand moving to another provider. The reasons are as follows:
1. I was formerly getting a slightly better-than-promised download speed, but 3 months ago the service deteriorated significantly and has not improved.
2. There have been persistent problems with the Origin customer portal throughout my contract, and the portal remains inaccessible intermittently, resulting in not being able to access my account or invoices.
3. Origin customer services call-wait-time is unacceptably long (One weekend I was waiting on the phone for over four hours and eventually gave up.) The customer service itself is totally unsatisfactory.
4. It takes far too long for origin to reply to emails and service requests. As on 17th December I am still waiting for replies to emails sent on the 13th, 20th, and 24th November.
Overall, I have found Origin extremely disappointing, and I couldn't possibly recommend them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Rubbish. Worst provider ever. Super slow speed, rubbish customer service, rubbish router. Everything is bad about this company. Avoid like the plague!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

in short, "SCREW ORIGIN". They are without a doubt the worst company I've ever had the misfortune to deal with, their customer service department has no problem what so ever with lying to you.

Their social media team will tell you that 0.07mbps is not only acceptable but is within the perimeters of your line so they will not look into and fix it.

Trying to get hold of them is even worse i've spent an hour on the phone before and not spoken to an actual person! This is ontop of them lying and saying they will ring you back (spoiler alert they wont and just hope you give up)

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Fibre speed as promised. Had a few issues with openreach when changing to fibre but Origin were most supportive. Minor billings issues resolved without any drama. Experienced some dropouts after changing to fibre however these are outwith Origin control as they do not own the lines or equipment and once Origin had checked router settings be the issue was referred to Open reach to resolve as they do control the lines and equipment.

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  5 stars
• Reliability
  3 stars

Worst internet provider ever!! Internet drops constantly!! About 15/20 connection lost per day. It's insane... I prefer to pay more and don't give money to them.

The internet is so slow I prefer to use my mobile phone's network. It's not possible to cancel. There is no cooling off period so you will only realise the internet is slow when you can't cancel it anymore. It's just dreadful. It should be illegal to offer broadband connection at that speed.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

Worst ever broad band , connection on and off , worst customer service, they dont give attention for any kind of complains..Pl dont buy, you will regret for ever..

Absolute cowboy company.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

extremely poor service, speed ridiculous and waiting time on call horrendous

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

This is the worst company I have ever dealt with. I have today gone live with another provider and hopefully free of this horrendous company.
I paid a whole year in advance for broadband and a year in advance for anytime calls. They started billing me again after 9 months.
They cant get anything right. They dont reply to emails and they leave you waiting up to an hour on hold. Their broadband speed is slower than any provider I have had. Avoid at all cost. They are the cheapest for a very good reason. They are rubbish and will stress you out for the whole time your with them. I have today cancelled direct debits to them as they are now trying to bill me for Jan Feb 2018 even though I moved to sky today. They owe me money. AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Broadband completely unreliable, constant drop outs and very slow.

The billing... Oh god the billing. In 7 months we haven't had one correct bill and only one direct debit has been taken. I've never seen such bad systems or had so many problems so often elsewhere. If you value your sanity get your services elsewhere.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Origin Broadband deserve zero stars. I paid 18 months upfront a year ago to receive a discount. There is no reason why Origin should be taking any further money from my bank account but nonetheless, they fraudulently have taken different sums of money which make no sense at random times of the year. When I call to try and resolve the issue, there is never anyone who has authority to do anything available to actually talk directly to me. I am always told I can be assured the money will be refunded and it won't happen again but it does. I have also repeatedly been told when I call and ask to speak to someone with more authority that I will get a call back, and I never do. I have chased for months now. I am still owed 2 wrongfully charged bills to be refunded. I spoke to a manager last week and he said he would deal with it personally and send me an e-mail later that day to confirm. I told him I didn't even believe him because of the history, but he assured, yet he didn't follow through. I was told by their complaints department that the only way I can make sure they don't continue to take money is to call my bank and block them. I've never ever received such bad service and been so outraged with a company. They are stealing money and they shouldn't be able to continue running a scam of a business.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

--DO NOT GO WITH ORIGIN--
I know you're looking at their prices and thinking yeah that's one of the best deals but trust me, if you value your sanity go with someone more established. For students I can highly recommend Glide. We had pretty good internet throughout the year and although like any other good provider there were frustrating times, I can't fault their internet speed/reliability

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Once again I have had the misfortune to address the issues with this company. Despite cancelling my order many months ago they have suddenly invoked my direct debit mandate, charging me £17.99 for a months rental for a service that I have never had. What is the matter with this company??? they have cost me time and money, never responded to my calls or letters yet still expect me to pay for a non existent service. I propose to seek some form of legal redress against them for loss of earnings, out of pocket expenses and stress...... anyone thinking of using this shower please don't, they are the worse company I have ever had the misfortune of dealing with!!!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

These people are crooks, pure and simple. Still trying but failing to take direct debits out of my account 4 months after I left them. Awful people. Service was slow and kept disconnecting. With Sky now, never had a problem with Sky not once.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The most unreliable broadband provider there ever was or ever will be I hope !
download speed oftern drops as low as
0.09mbps with regularity.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Poor customer service. I can never reach a customer service agent - I seem to be on hold for over an hour every time I call. I pay for Origin max which is £37 per month. This should give me in excess of 70mbit. No. I actually get 20mbit. They told me they will not lower my monthly cost unless I sign up to another 18 month contract with them. They refuse to help me. The service they offer is awful - you get what you pay for - if only I’d listened to my father - if you want good quality broadband, you have to pay for it. I urge anyone thinking about joining Origin Broadband to NEVER do it. I’m waiting patiently for my contract to end - then it’s straight to virgin or BT.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Everything you have read is true! Do not go anywhere near this provider they are appalling in every respect. By far the worst company I have ever dealt with for broadband.

I switch every year to get better deals and this year tried to switch to Origin. Every other provider has managed the switch fine ... not so here.

It starts with the fancy customer portal, which was updated to say order received but never any further for 2 weeks. There was no communication by SMS or email at all, not even an order confirmation. They have no email or online support so the only way to contact them is to call and face 20-30 minute wait times. Once you call, the phone staff are lovely but clearly have no idea of what is going on. They always have to ring the 'provisioning team' before providing excuses and delays.

2 weeks after placing the initial order I had my line cut off by the old provider. But I had still received no communication at all from Origin. After 5 phone calls to Origin over 4 days, and repeated promises of callbacks and updates that never arrived, I was told that my line had been inadvertently disconnected (they blamed openreach) and that it would be another 14 days before I could have a new line installed, at my own expense.

At this point I cancelled any contract with them and took out a new contract with a real supplier, who immediately emailed to give me an installation date.

The rank incompetence displayed in not managing a simple provider switch without errors, plus the complete lack of communication at any stage, the inability to give any kind of answer on my order status, and the suggestion that I should pay for their error both financially and by waiting a further 2 weeks without internet represents a complete failure at every stage and in every conceivable way.

PLease learn my lesson and do not choose them as your provider. You will regret it.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

After seeing a great deal for Origin Broadband at '£17.99 with no hidden costs' i got this broadband for my new flat, but after four months i switched to another provider due to the constant disconnections, slow speed and disgraceful customer service.

The 'no hidden costs', which they claim on the website is not entirely true as during my second payment i was charged £40.99, once i looked into the fine print, the £17.99 was only for switching, something that was hidden in my view.

The Internet suffered from disconnections every week, sometimes several times a week, with no Internet for periods of 10 minutes to a few hours to overnight. When the Internet was connected the speed was good, but on occasion it could be quite slow and frustrating.

I called to make complaints on four occasions, on all occasions no help was given as to resolve the disconnection issue. Later i discovered my complaints were not recorded and dismissed.

After reaching breaking point i sent an official complaint to their complaints department mentioning that i was cancelling their service as i believed they had breached their contract with me. After this i switched to Sky and have had zero issues in the past four months.

9-10 weeks after sending the official complaint i got a call from Origin saying they had just read my complaint. They then said that i breached the contract and that i never contacted them. They then claimed i did not let them resolve my issues. Keep in mind that it took them 9-10 to respond to my complaint. After talking to them on the phone they threatened me with debt collectors, and i refused to pay any further fees to them. Now i have a case going against them with the Ombudsman, and have reported them to OFCOM. Right now i am happy paying more with Sky as i receive a good consistent broadband connection, with good customer service

Three months after cancelling my direct debit to Origin i saw that money had been taken out my account. After investigating i found that they set up another direct debit without my knowledge and therefore took money out my account without my consent. I again cancelled this direct debit, but am afraid they will start it again.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Terrible provider. Internet cuts out multiple times per day and they deny there is a problem - I can see from the router logs the line does down from their end.
The router when it arrived was not configured
properly and I had to be on hold for hours to get the correct configuration from tech support - it's great that they're in the UK but not when they only have 1 person in the call centre!

When I signed up I was promised a gift card after 3 months - after countless emails and phone calls it was issued after 6 months - for the wrong retailer!
They refuse to re-issue the correct voucher and the old one has now expired so I am £200 down and have internet which doesn't work.

Please do yourself a favour and do not use origin

One would be better off banging ones head off a brick wall for six months than dealing with this excuse for a company.

Once you sign up, nothing happens. Eventually after some weeks you might get an email with an install date. A basic router will arrive in the post. No instructions on how to access origin servers.
So you call them and wait for over an hour before getting through. To be fair some of the staff are pleasant but if there is an issue then it's through to level two with literally hours of waiting before speaking to someone.

Speeds were dial up 200k per sec. After much complaining, they increased the speeds slightly.

Things were OK for a while then extra charges appear on the bill for no reason. When queried, again after long wait and no return emails, they say they will credit.

One customer service agent will talk to you on Facebook but then another will refuse, sighting data protection. Bizarre.

Really do not go near this outfit with a bargepole. It will snap your will to live.

Everything is a problem. All the bad reviews are right!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Sends text with 'no engineer required' but emails an undiscussed phoneline installion date - then denys all responsibility and when cancelled will try to remove a £108 fee for the openreach cancellation.

Customer service polite but utterly useless, took three transfers just to get past the drones doggedly following their scripts and unable to deviate. Will be disputing further. Avoid dealing with this company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very slow (1.9 meg ) with irregular outages. but helpline have responded within seconds and been absolutely wonderful to deal with.
Still no faster though
Tried to sign me up for another year with upfront payment .no chance

• Satisfaction
  3 stars
• Customer Service
  5 stars
• Speed
  1 star
• Reliability
  3 stars

Just signed up for an extension to my contract. I have been pleasantly surprised by the service, price and quality and on price they beat BT hands down! Their staff are excellent and keen to help. I've had a year with them now and I am surprised by the number of negative reviews on this site. Good on yer Origin!

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  3 stars
• Reliability
  4 stars

KEEP AWAY!!!!!!!!!!!

Hours on the phone. Overcharged, weeks delay. Promised compensation, got charged instead. KEEP AWAY!!!!!! SAVE YOURSELVES THE TROUBLE!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star

Dont even go there.. i wished i had read the reviews BEFORE i signed up!! i joined back in Aug, paid £24.98, received ONE email confirming y order and my details was sent to open reach and heard nothing since! struggled to communicate with someone from customer services and i have now requested via email to cancel my order and asked for a refund.. i am now going with another provider.. this provider is a complete joke..

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Cheap but hopeless (in particular with regard to billing).

Started charging for calls when on an anytime package. Started charging 10 months into a 12 month 'free' broadband contract.

Customer service useless; I have switched to another provider but they are still refusing to refund what they owe (and which they had previously agreed to refund).

On top of that broadband service was average at best with frequent dropouts (I accept slow speed due to my location).

Avoid at all costs

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  1 star

What an absolute joke - the internet is so slow I can’t get anything done, it is quicker to go to a cafe with free internet than try use this crap. It always conks out and customer service is the worst I’ve come across, after half an hour on hold they essentially say they can’t help with anything (without even hearing the problem) and hang up. DO NOT GET ORIGIN BROADBAND

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolute joke of a company. Stay away! Poor internet connection and they never answer the phone. I've been waiting nearly 3 weeks for a technician to call me back to fix it. I've just cancelled my direct debit today and I'll not touch this cowboy firm again

When I was sold this package which still isn’t working I was told as i have the correct line into my property no engineers need to be in my property , I was assured the router was plug and play and it would be delivered on the Thursday so I took the day off lost a days pay , I was at work the following week when my phone rang “ey up I’m outside tha house I’ve cime to install your phone line !!! On the day the router was meant to arrive I stayed in all day only to be told that they had missed the first line of my address off so it went back to the depo, when I plugged in the router after tracking it down it wouldn’t work I spent the next 4 hrs either in hold or constantly being told by a series of people to turn it in and off I was finally told someone would ring me back by 530 which they never did still not working I’ve never dealt with such a shambolic out fit beware

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Well where do I start! Moved to Origin broadband at the end of a 2 year contract with BT on a very stable fibre connection... Why! well the prices of Origin £25.99 a month seems great! but its for nothing! Activation date was the biggest mess! I was ready to move and the day before the router did not arrive, contacted origin and they confirmed they had not ordered it so on switch day i was without internet and ever since then my normal fibre connection that was around 30mbps stable is now around 0.76mbps! yeah not even 1mbps!... ive been in contact with origin and they dont really respond to emails the facebook team is where you will get a response but they need to escalate to the technical team who haven't got back to me yet.. this is all within the first 2 months so far and I havent had a day where the connection has been stable like it was for the full solid 2 years with BT! I have started the process in switching back to BT... I wont be paying them a penny more! Complete and utter joke of a company!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

They're cheap for a reason. They give you the cheapest possible router out there which can barely do it's job. It can't do port forwarding or anything like that without going completely unstable and unusable so some games are left with moderate or strict nat type. Supposed to get 70 down but it changes between 1 down and 20 all the time. Ping is unreliable and goes awful, if you're lucky once a week you get usable internet for games. To top this off they have support who don't have a clue and only know to tell you that everything will be ok. Probably from the mass calls they get.

awful service i have the fibre package and somtimes i get between 20-50 gb download but between 3pm and 10pm it drops to under 1gb everynight without fail i work during opening hours and 1 hour lunch time isnt long enough to get a hold of these guys

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star