Onestream Home Broadband Reviews

Hi I cancelled my contract with one stream broadband on 20th November 2024 After speaking to them on the phone and explaining the poor service I was getting, sending multiple screenshots of speed tests etc he said that the contract could still be cancelled and that he could waive the early termination fee. Since that date they have continued to take payments from my account. I have called and emailed multiple times and their customer service is one of the worst I have encountered Avoid!!!

Truly awful customer service, terrible performance and unfair fees.

Can't fault the service, still waiting for full fibre to become avaialble at my house. The sales team were very helpful. There are a couple of free trials, just remmebr to cancel them if you don't want them.

My partner and I recently moved into a new tenancy and chose OneStream to be our broadband provider. The tenancy began on 02/11/24. We expected to have broadband from this date. However, the installation of our broadband has now been delayed 8 times. The latest delay is, apparently, until 02/12/24. This will be after an entire month of delays - and that’s assuming OneStream doesn’t delay again. Each and every time there has been a delay, we have had to contact OneStream about the delay instead of them contacting us. We are also yet to hear back about a complaint raised to OneStream on 14/11/24. We have been nothing but frustrated and inconvenienced by these delays, relying on hotspots and dongles (at a cost to us) to work from home. OneStream has been extremely unhelpful and unresponsive. We would prefer to have absolutely nothing to do with them going forward. To summarise, a one star review is generous. I would give zero stars if I could.

Absolutely awful in terms of reliability and working from home - drops out repeatedly. Would never sign up to use again and will switch immediately when i can!

I cannot stress enough, this company should be avoided at all costs. We requested to leave our contract as outlined in section 10 2.5 of the Terms and Conditions. This company changed our contract without informing us, and will be charging us £659 to leave. £659. Onestream claim there is no way to service to the area we are moving to, therefore they say we have no choice but to pay. This is just for internet. Moreover, they absolutely REFUSE to send us a dated copy of our original contract, which we have asked several times. All they provide is a link to an un-dated PDF which is universal and can be easily changed. It is utterly fraudulent and a complete scam. There is absolutely no need for ending the contract to be £659. They also signed us up to a trial of a VPN without our permission. This is a clear case of illegal inertia (The Consumer Protection (Distance Selling) Regulations 2000) and an egregious violation of the Data Protection Act 2018. The use of our data to sign up to this VPN was not fair, transparent, necessary, let alone LAWFUL. Upon calling customer services, my partner was shouted at and hung up on. This is truly an awful company, and I urge you to read the Google reviews.

My review is based on being in a contract and no service My go live date 14th Oct been on to them since to advise I've no service. I have spoken to at least 8 technical support staff and 4 customer service staff none of which can help me. Passed about Told them I just want to cancel-charge cancellation fee £400 + to send an engineer 1 said it would cost £299 another £199. So I've signed up for Internet and have no service at all and trying to get Onestream to take responsibility is banging my head off a brick wall. Don't sign up with them. They also use your cooling off period of 14 days as your engineer won't be. Assigned the going live date until after 14days.Scam company.

Poor and unfair practices used to scam fees. Cancelling )due to massive end of contract fee hike) painful with admin failures, errors, or deliberate falsehoods. Eventually have to recover fees incorrectly charged through my credit card provider.

I have ever in my life experienced service this terrible. After starting a contract with them it took them almost a month to actually install my wifi, and they only stopped fobbing me off when I told them I had raised an issue with Ofcom. The wifi speed is absolutely terrible and can't handle more than 2 devices being on it at once, and it drops out repeatedly. Their customer service team are rude and fully committed to wasting your time. Do not bother. If I could give them zero stars i would. If I had £800 spare for the termination fee I would leave them today.

Avoid like the plague! After a year with Onestream, all I can say, is avoid them for various reasons: 1) No contract was ever sent, just a contract summary via email, so there was no record of the contract end date anywhere 2) There are various spammy subscriptions added automatically (antivirus, etc.) which you have to cancel, but would be easy to miss 3) There have been long periods with slow speeds and seemingly no attempt to resolve. Two of the issues over the last twelve months were resolved by requesting an OpenReach engineer visit, but on one of the occasions Onestream tried to charge me an additional £120 despite the service having been well below the minimum guaranteed speed for nearly a month. 4) In the contract summary it states that the price might increase by an amount equal to the RPI increase. My price increased by more than double this amount, and at the same time new customers were being offered a deal 10% cheaper than the price I signed up for. 5) I tried to cancel today (39 days before the contract ends) using their live chat, requesting that the service terminates at the end of the contract, only to be told that I need to phone 30 days before the end of the contract. I phoned and was disconnected twice, eventually got through to an agent who said I needed to call 30 days before, I queried what would happen if I called a day or two late and was told I would then have to pay these at the full rate at the end of the contract. After pushing, the agent finally agreed to mark the account for termination at the end of the contract(so it clearly is possible!) but I don't trust them as a company, will be cancelling the direct debit and monitoring the situation. There's an interesting review on Reddit(search for "Avoid onestream broadband: a 12 month review") from someone who had similar experiences and there are many comments citing similar issues. Take away point: Avoid this company like the plague, don't be enticed by their seemingly low price and go for a trustworthy company that is transparent with pricing.

BAD SERVICE. WILL SCAM YOU. DOES NOT CARE. I joined OneStream on 19/07/2024. At the time I was looking for just some WiFi for my tenant starting within a week's time. OneStream promised me this, however, due to engineering issues, they could not get me internet until a whole month later. I cancelled my services with OneStream. However, they refused to refund me the McAfee MultiAccess because they 'were an external company'. I had no idea that they had even charged this in the first place because they had put it as one of their hidden fees. At the time, I tried disputing via phone but OneStreams customer service took ages to pickup and they refused to respond to my emails. Even after picking up, their customer service was extremely hostile and dismissive. With no other methods but to let them have the money, I merely cancelled my McAfee MultiAccess with them and went about my life, UNTIL on the 16/08/2024, a whole YEAR after being with OneStream, they charge me AGAIN for McAfee MultiAccess, the total coming up to be more than £100! While they have offered exactly ZERO services to me. Even when demanding a refund from OneStream, they are slow to respond and again being dismissive, just as they were a year ago. Do not get broadband with OneStream. They will scam you with hidden fees and also give you horrible service, delaying installation time by 1 to 2 months if they feel like it. Reaching out to their customer service is a horrible service, no matter how you do it.

An awful company, I've never dealt with such a dishonest broadband provider. Hidden charges (including a monthly fee for your router, a software subsection you cannot opt out of during sign up, and even a monthly charge to avoid further charges in case an engineer needs to come out), also the price is "discounted" by a silly amount, but the inflation based increase is calculated on the "undiscounted" price, meaning crazy price rises. The exit fee is extortionate - really hundreds of pounds - but One stream sneakily call it a "joining fee" that they claim to have "waived" and that becomes payable when leaving early. None of those are industry practice, they are all snuck in in a misleading and underhand way. What is in essence an exit fee falls foul if the law, it just looks as if no one has taken these scammers to court over it. Oh, in addition to those unusual and surprising charges, they also charge monthly rent for a crappy router and will not tell you that you have to return the router to their lair at your own cost at the end of your contract, or you will also be charged. Customer service cannot be reached outside office hours. Connection was stable but super slow. I'm now with Fibrely's cheapest tariff - a budget reseller of a budget ISP - and their Internet is noticeably faster, and the router also reaches further into the garden. Avoid One stream at all costs! If you do make the mistake of signing up with them, make sure you know during which period they allow you to leave the contract as they won't send you any reminders and won't accept cancellations sent "too early".

The worst company to deal with. If you are going to be a small company to try take on the bigger networks please provide a better service. They scam people by hiding fees into everything.

Onestream wifi may look £5 cheaper on the face of it, but this does not include: - stealth charges - price rises DURING your contract - the fact that they will automatically replace your contract with a worse one without notifying you after your contract expires. And worst of all is that, two months after I cancelled my contract, only now have they notified me that I should have sent the router back to them. They are charging me £125 for this ‘transgression’. I don’t live in that house, nor that city, anymore and so have no way of returning it to them. The broadband wasn’t even very good! Poor download speeds and it frequently cut out.

Technical call with Jai - very professional and efficient.

They are sly, basically they will scam you wherever they can. I was robbed of 30 quid when I joined for some software contract hidden deep in all the blurb. They knew full well I wasn't aware of it. I eventually got a refund. When I moved away from them after 18 months of intermittent service, they did it again, scammed me out of another 30 quid. No email, no mention on the phone when I spoke about leaving, but I was supposed to be psychic and know to send back the router to some address I guess they expected me to pluck from thin air, within 14 days. As I was clearly unaware of this, and they knew it, they managed to scam another 30 quid out of me. Scam artists, thieves, God help any customer's of theirs who are vulnerable they will rip them off left right and centre. I have my wits about me and they still manage to scam me out of 60 quid. They should be investigated, immoral bunch of criminals. AVOID

Alex was very clear and helpful not like past contacts.

Jai was excellent in helping me with my concerns in a prompt and professional manner. I am very grateful.

Alex was great!

The customer service has so far been really good, I spoke to Jai, however the speeds for the internet has been atrocious. Promising a minimum of 60mbps and only getting 2mbps average. They are going to try and fix it with Openreach however if they can't I will be going elsewhere.