Onestream Home Broadband Reviews

Careful! Fraudsters I chose them for internet in 2023 but left the country in 2024. They would not let me terminate the contract in advance, I had to cancel after I already moved abroad as they apparently cannot process a cancellation. Being abroad I tried to manage my account online but the account/website can only be accessed from within the Uk. They never provided any printed out contract and it was impossible to get a customer service email not being able to use their website. They finally got in touch after I cancelled my direct debit and told me they let me cancel but I have to send back the router. I have never been made aware that the router they have sent out to me wasn’t mine. They really try charging me 250£ for an old router that ended up in the bin long time ago. I do get threatening email twice per week that they will take further action. Suddenly, customer service seems eager to get in touch. Online speed was the worst I ever had at this address and all in all a very regrettable experience. Avoid at all costs.

Onestream set up a new broadband connection for me AT THE WRONG ADDRESS. Since then, they have been absolutely awful to deal with – they've acknowledged it's their fault, but it's been weeks now and I've still not received any compensation or even a date when I can expect my internet to start at the correct address!!! Whatever you do – pick a different provider, Onestream are utterly incompetent.

Sign up was easy enough, but cancelling at the end of the contract was a nightmare. Customer service agents use deceptive practices and outright lies to steal more money. They also propose ridiculous ideas such as “instead of cancelling, why not transfer your account to a family member?" (at the non-introductory rice of £45+pm!) Another example: you can’t cancel until exactly 30 days before the end of the contract because “their systems can’t process it”. If you cancel after this precise 30th day you have to pay to extend the contract beyond the 30-day term because "you didn’t give [exactly] 30 days notice". BUT (heres the kicker), the customer service agents will tell you that you can cancel anytime within those 30 days and not have to pay beyond the end of the term. Clearly they lied and therefore cost me money because I didn’t call them on that exact day. Not quite sure how it’s legal when I gave them 90 days and 60 days notice – very much not my problem their “systems” can handle it. I saved records of my chat transcripts, but apparently they don’t! 100% avoid, the slightly cheaper price is not worth having to deal with fraudsters.

Awful company Contacted to discuss awful service speeds. Rarely exceed minimum guaranteed 35Mbs despite having an 80mbs contract Couldn’t have cared less I’m going to leave as soon as I can

One Stream have just announced a huge 7.5% increase which is totally unacceptable. Their weak excuses and lack of clarity are totally unacceptable. AVOID THEM AT ALL COSTS!

Absolutely awful experience with Onestream. They locked me into a contract with a forced router hire, making it unnecessarily difficult when I asked about using my own. I ended up paying extra just to rent their router. When my contract ended, they forced me to stay an extra month, claiming I couldn't cancel earlier - even though I wanted to serve my 30-day notice in advance. They even threatened me with a £241 charge if I tried to leave before their arbitrary end date. To top it all off, they cut off my service before my new provider could take over, leaving me without internet. Their customer service was completely useless, telling me it was "out of their hands." Thankfully, my new ISP got me back online within six hours - something Onestream failed to do. Avoid this company at all costs. Their shady practices and terrible support make them one of the worst ISPs I've ever dealt with.

Soo bad at everything - they are sneaky with billing, difficult to contact, don't communicate about repairs (they aren't doing anything - its all Openreach anyway), they are difficult to leave and only sign up with them if you want non-stop stress and aggravation. I left them nearly a year ago and I'm still so annoyed with them for continuing to exist as an ISP I'm leaving this review.

Overcharged throughout the contract, resisted all attempts to leave cleanly, denied having been given a month's notice, had to return router or be charged £100... How these people are allowed to operate I have no idea.

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!!!

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.