How Onestream compares:
- Typical Satisfaction
- Typical Speed
- Typical Service
- Typical Reliability
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Ratings league rankings
Recent customer ratings for Onestream
Based on 134480 customer ratings since August 2023December 2018 ()
Satisfaction
2.51 stars
1.55 stars
Customer Service
2.64 stars
1.59 stars
Speed
2.76 stars
2 stars
Reliability
2.75 stars
1.88 stars
- Read our Onestream buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Onestream
518 Customer Reviews over pages
Reviewer
Steve N-L
Location
Maryport
Date
15/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Reviewer
Matt F
Location
Batley
Date
15/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
Donald gow
Location
Inverclyde
Date
13/07/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Alex was very clear and helpful not like past contacts.
Reviewer
NA
Location
NA
Date
12/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Jai was excellent in helping me with my concerns in a prompt and professional manner. I am very grateful.
Reviewer
Rob
Location
Bedford
Date
11/07/2024
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Katerina Rynesova
Location
Huddersfield
Date
10/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Brilliant customer service, explained anything I needed to know and sorted my issues fast and efficiently.
Reviewer
Jamie
Location
116 Holland House Road
Date
08/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I had a great chat with Alex and he really helped me with exactly what I needed. He was patient and listened to what I was after and promptly solved it. Overall broadband service is good too.
Reviewer
Michael
Location
Huntingdon
Date
05/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Extra items added I didn't ask for added to bill. Then went up to over £60 pm. Then they make it difficult to leave. The worst broadband provider. Avoid.
Reviewer
Shah
Location
BARKING
Date
03/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely Disappointing and Shocking
I recently had a very frustrating and disheartening experience. On 17 June 2024, I contacted them to move my internet service to my new home, starting from 29 June 2024. I was informed that they do not provide services in this area and was advised to switch to a SIM contract, which could be returned within 14 days if there were any issues.
We moved on 29 June 2024, and when I turned on the internet, it had extremely limited network coverage and could only be used in one room with poor video streaming quality. I immediately tried to contact customer service but found out that their support only operates Monday to Friday.
As an NHS worker, I called on Monday, 1 July 2024, during my lunch break to report the issue and request a return. Despite waiting for a long time, my call was unsuccessful. I contacted customer services again on 2 July 2024, and the representative told me that I could not return the product/service as the 14-day return period had supposedly expired. This response was extremely disappointing and shocking, given that I moved in on 29 June and immediately identified the issue.
I believe I have been treated unfairly and misled. The contract was initially set up at my old home, and I was not properly informed about the implications of moving. The service provided does not meet acceptable standards of quality, and I was misled about the return period.
I urge potential customers to be cautious when dealing with them, as my experience has been nothing short of a nightmare. I am now left with an inadequate service and the threat of early termination fees despite their failure to provide a functional product.
Reviewer
Sian
Location
Glasgow
Date
01/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Charged us £199 for a ‘missed appointment with an engineer’ which they gave us less then 24 hour notice for
Reviewer
Priya
Location
Manchester
Date
01/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
ALEX was very kind to resolve my billing issue .thank you for the good service .
Reviewer
Roberta
Location
Essex
Date
01/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was really helpful after having had no wi fi for weeks. Thank you
Reviewer
James Low
Location
Boscatle
Date
27/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Alex handled my enquiry very efficiently.
I am very happy with the price match and service provided.
Reviewer
Leticia
Location
London
Date
26/06/2024
Comments:
They seem to have time to write fake reviews, but to reply to complaints and fixed their issues no, low speed, bad internet connection, they will charge you for everything, stay away from them!
Reviewer
Habiba A
Location
Caterham
Date
24/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex B was very helpful in answering my query.
Reviewer
MJRW
Location
North UK
Date
21/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was great, answered my question and sent me all the info I needed!
Reviewer
Clive
Location
Timperley
Date
19/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The issue I had with internet dropout was remedied after contacting Onestream. The response time was exemplary by Alex B. He took time and consideration over my problem and dealt with it professionally and in a friendly manner.
Reviewer
Jane
Location
Scotland
Date
19/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very helpful customer service assistant today- Alex. Dealt with query v efficiently.
Reviewer
dean mitchell
Location
wakefield
Date
17/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
would give 0 star, signed up for new fibre ( been a customer for one year ), left for 9 days with no internet did not work from installation, numerous contacts by chat, phone and e mail resulted in no urgency to resolve they kept blaming open reach( who i could not contact) i needed internet connectivity so forced to pay for added mobile data ( needed for autistic child therapy)which cost £10 per day total cost £90), eventually connected but not before i called again only to be advised fault had been rectified two days earlier and it was now just a config error which was reset over the phone ( which could have saved me £20) but no one had the decency to contact me to advise and get me connected, complained in calls/chat ( never returned) in e mails etc just got std reply we will update in 24 hrs , called today for a resolution , eventually got to complaints after reading their complaints procedure to them to be offered £ 17.50!! as due to there terms and condition that all i was entitled to ,with them doing lots of referring to terms and conditions later and excuses inferring it was my fault i was not connected earlier i was eventually offered £35 if i took the extra care package for 24 months at £5 per month or one one free month!!( £27.50) despite advising i was prepared to go to the ombudsman again countered with terms and conditions , i had to reluctantly accepted the one one were the senior complaints manager promptly put the phone down on me! if it goes well good, but don't expect their after service to be any good if it goes wrong
Reviewer
carol
Location
PERTH
Date
15/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible broadband service. staff polite and helpful but after 4 agents were unable to offer any solution to my poor internet download speeds of 13 not 38. intermittent internet. total rubbish and waste of time and money
Reviewer
Mike
Location
Leeds
Date
15/06/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I want to mention the excellent professionalism of Alex at the contact centre. He dealt with my enquiry very efficiently. Five star rating for Alex! Had some billing issues in the past which were not handled so efficiently... This had nothing to do with Alex.
Reviewer
SiLi
Location
UK
Date
13/06/2024
Ratings
Satisfaction
1.00 stars
Comments:
Stay well clear. Trying to screw me for 627 quid after providing poor service and I cancelled. Too good to be true and not worth the few quid savings. Underhand and how they sleep at night I don’t know.
Reviewer
Terri
Location
Wales
Date
11/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't say if I spoke to Alex, seems slightly suspicious that all the good reviews on here are for customers who spoke to Alex!
I have had nothing but connection issues since joining, customer service is terrible, the prices have been hiked massively, how they haven't been done for miss selling I don't know. They now expect me to pay them even more to upgrade the router or £400 to get out of contract and go to a provider who actually works! Huge mistake signing up to Onestream!!
Reviewer
Praveen
Location
London
Date
11/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Like many people, I lead a busy life and had forgotten my renewal date. When I logged in, I discovered that my payments had doubled after the first year. Since I pay by direct debit, I hadn't noticed the price increase. They lure you in with an attractive initial price, but I never received any communication from them about the end of the first-year contract or the price doubling. Had I known, I would have looked for a better deal. This is a warning to be very careful: they entice you with a deal and don't inform you when the one-year period is about to end. They might claim this is standard practice, but that doesn't make it right. Poor customer service.
Reviewer
Brucebagley
Location
Anglesey
Date
09/06/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My service disconnected. Tried contacting them.iwas not informed that my service was being stopped.this was months ago.i went to another broadband provider. Now I get an email saying I owe over£400.this is for a service I could not use.
Reviewer
Jaz
Location
Sheffield
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a customer at onestream for a year and it is the worst experience I have ever had with a broadband or phone company. The original price was agreed at around £24, but I never actually paid that price. They added extra services on that I ended up getting charged for and really didn’t need. I eventually ended up getting charged around £29, but couldn’t be bothered to ring up and dispute a few pounds. A year later when I have gone to end the service (which now sat at £33) they wouldn’t let me leave. The first phone call was very pushy, borderline harassment and went on for around 45 minutes trying to sign me up at £26. I said I could get it from shell for £19.99 and he started making up lies about shells service ect. I said no and I’d like my contact to end, a week later the same happened, another guy trying to harass me into signing up. A month passed and I assumed they had cancelled it, when I was sent a £110 bill even though I had paid up and had nothing left to pay. After arguing this and making a complaint they apologised and said they had not processed the cancellation. I was then sent the emails I should of received a month ago about what to do next. It said that I had 2 weeks to return the router, including paying for my own postage. A week has passed and they have tried to take £30 3 times today out of my bank, even though it’s not been 2 weeks to return the router. The most worrying part is I’ve cancelled my direct debit so how can they still access my bank.
Reviewer
EML
Location
Norfolk
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
A bunch of shysters. They took over the business line for my company when Plusnet stopped doing business accounts; I discussed this with them, and they knew exactly what they were doing. *After* installation, they refused to supply VAT invoices to the business, and insist on invoicing me personally. They also attempted to charge me for McAfee, despite the fact that (a) it's useless, (b) I never asked for it, and (c) I never used it. They also managed to convert an 18-month contract to 2 years without me noticing; very clever. And they're slower than Plusnet was. And their prices have just gone up 8.8%. Don't touch them with a bargepole.
Reviewer
Alex B
Location
Fife, Scotland
Date
06/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I terminated my internet service in anticipation of the arrival of fibre connectivity in my area. I settled a substantial fee via card, under the impression that this would conclude all matters related to my account.
Fast forward two months, I found myself being hounded for a direct debit payment of £60. This was perplexing, as I distinctly remembered being informed over the phone that my account would be closed following my hefty payment exceeding £200. Evidently, this was not the case, as they had failed to charge me the correct amount. Their audacity to request the outstanding amount two months post my departure was a clear demonstration of their incompetence.
I initiated a webchat to express my dissatisfaction, primarily due to my confusion regarding the origin of this £60 payment. It was explained that this amount represented the difference between the card payment (which I was led to believe was the full and final settlement) and the actual bill. The fact that a £60 bill was generated for a £24 per month internet service clearly indicated their error.
When I requested to lodge a complaint, they inquired about my preferred resolution. I suggested waiving the £60 payment, attributing it to their error during the card payment process. However, I was informed that this was not possible and was asked to propose an alternative resolution to open a complaint. Subsequently, the chat was abruptly closed (not by me).
Reluctantly, I settled the amount via their web portal, given their inflexibility. This experience of poor communication and incompetence has convinced me to avoid any future dealings with this company.
Reviewer
Julie perry
Location
Hertfordshire
Date
03/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Been looking to change from sky and this seemed a good deal but when I clicked on the router was extra!! I decided to not bother. They called me today to ask why I hadn't finished and I said the site is very misleading and it didn't say the router would be something extra I would have to pay for every month. She offered me £21.45 all in for 2 years. I thought sounded good so went ahead, they ask for £4.95 activation and I didn't see this as an issue as you do have to pay upfront in some providers. Gave the long card no and I received the text from my bank with the OTP and it advised NOT to give this out over the phone, I had a gut instinct and said no I'm sorry I won't be continuing, the lady on the phone tried everything for me to give the number and said it's safe bla bla bla. I said no sorry not comfortable and I will ring my bank, she wasn't very happy. I called my bank and they state I was absolutely right in not giving the OTP over the phone and they SHOULD NOT be asking for it, apparently if done on website it's ok but over the phone NO. So glad I trusted my gut, will block number so they can't call me again. I see lots of others have had issues with charges they were not advised off.
Reviewer
Sjt
Location
Weston-super-Mare
Date
02/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking broadband. Whatever you do. Don't get their broadband!
Reviewer
James
Location
South Wales
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had high hopes as these lot were the only providers in my area but since the service started I’ve had nothing but drop outs and slow speeds (My connection has never met my minimum guaranteed speeds). I also pay for a separate 5G connection which is much better.
I had called to complain about poor speeds and was told an engineer would be out to visit but could not give me a date or time, weeks later I had an engineer at my door when I was 500 miles away, they gave me no notice whatsoever and was informed I was emailed 24 hours before the visit but never received any comms from them whatsoever. They told me they know I didn’t respond but sent an engineer on the off-chance.
I’ve now been hit with a £199 charge for not being home for the visit.
I myself work for a broadband company and we would never dream of turning up unannounced and charging somebody when they’re not home.
I will be pushing this to the telecommunications ombudsman.
Save your pennies
Reviewer
James
Location
South Yorkshire
Date
28/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Broadband issue solved very quickly. Thank you Tom.
Reviewer
Heidi Marchant
Location
London
Date
27/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Was having problems but customer service advisor Alex B was great
Reviewer
Daisy
Location
Bury St Edmunds
Date
27/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Called up to cancel the service after the introductory offer had ended. Alex was able to beat a very competitive quote from another company. Very friendly and efficient
Reviewer
Rob
Location
Essex
Date
27/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex was extremely helpful online. Sorted the enquiry quickly and effectively.
Reviewer
Charlotte
Location
Swindon
Date
25/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My broadband was due to go live yesterday but it still wasn’t working this morning I called up and the phone was answered quickly, I spoke to Alex who was lovely and understanding and also patient with me as I had bad mobile phone signal too, he figured out I had the wrong wire plugged in! I changed them over and the internet is working fine now, very happy, thank you
Reviewer
Sarah
Location
London
Date
25/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dreadful do not use! Customer service is non existent. Online account is dreadful and confusing. I keep getting penalty charges as my direct debit does not seem to work. This has never been a problem anywhere else before. Now stuck in a contract…DO NOT USE
Reviewer
Jane
Location
Dunblane
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex B was a great help today and had my internet up and running in no time at all. Thanks a lot Alex you were a great help and very patient.
Reviewer
Graham
Location
Ulverston
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The new line is out of this world and the service I received when making an enquiry regarding the new service was brilliant.
Thanks Alex.
Reviewer
Dawn Cooper
Location
Somerset
Date
22/05/2024
Ratings
Satisfaction
5.00 stars
Comments:
Alex was very helpful & friendly while
helping me renew my contract.
He took his time to clearly explain the details regarding my contract.
Very happy with the customer service provided.
Reviewer
Alan
Location
Lincolnshire
Date
22/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Constantly get missed calls from them, when I try to answer they hang up. When I tried to contact them on website it says I'm blocked?
Reviewer
Michael Sargeant
Location
Ceridigion
Date
21/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very helpful, talked me through obtaining internet connection, very pleased
Reviewer
Harry
Location
Date
21/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex from customer service was great
Reviewer
Wulliemac
Location
Glasgow
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Stay away from this company as they go into your account and overcharge you believe me stay away from this company
Reviewer
Paul
Location
Norfolk
Date
20/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex was very keen to help and resolve the problems i have experienced with internet signal strength being poor and regular drop outs. He explained a better service that i could get for a small monthly price increase
Reviewer
Carlo
Location
Bristol
Date
20/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Rubbish service. Just after the order they said it will take 18 days to activate the line. And yet it's not activated yet because they failed to take over the line from BT. Spoken to customer service and after wasting one hour to the phone I guessed the problem was at their end. I asked to speak to the manager and she admitted that was the case. They didn't have the line ready but they hadn't told me before hand.
Stay away from this company.
Reviewer
Mr Smith
Location
South West
Date
18/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful company using underhand tactics to trick customers into paying more than they advertised. Customer services are appallingly rude.
This company will not last simply down to how they treat customers.
Reviewer
Steven Naylor
Location
Uk
Date
17/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After 2 days of no Internet spoke to Alex who got me up and running g with no problems so thankyou to him
Reviewer
Ivilin
Location
Abbey Wood
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I had concerns regarding my bills. Alex.B answered all of my questions with understanding and the case was solved quickly.
Reviewer
Owen Peckham
Location
Bristol
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was very helpful, enabling me to get the duration of contract I wanted at a reasonable price.
Reviewer
Chris
Location
Chester
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My call was answered very promptly and Alex handled my query with ease. Everything was sorted within a couple of minutes. Customer service is so important and you've got it bang on.
Reviewer
Sam
Location
Lincolnshire
Date
15/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I got a good deal from Alex B. Good service, he was very helpful.
Reviewer
David K
Location
Cirencester
Date
15/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex B was a great help in making my new contract clear and easy to set up and also found me a great deal, Top man.
Reviewer
matt beer
Location
harrogate
Date
14/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Alex was very helpful but my broadband speed remains well below what it should be
Reviewer
Josephine butler
Location
Hayling island
Date
14/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex provided a quick and easy for me to respond service today regarding a technical issue. Thank you
Reviewer
Yassin
Location
London
Date
09/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex B was amazing. Answered all my questions even the dumb ones Re: router. His patience and professionalism was greatly appreciated in time of high stress. Thanks Alex
Reviewer
Natalie
Location
Date
09/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Excellent service. Both Alex and Archie who I spoke with both listened tome and provided excellent customer service. This resulted in me renewing another 2 year contract.
Reviewer
Safran
Location
Devon
Date
08/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My contract was up for renewal and was more than I wanted to pay and a longer contract. I phoned and spoke to Alan (I have also had connectivity issues for a few weeks intermittently). Allen checked the issues and said it looked like they had been resolved on 05/05/24 (I had seen engineers working) and also offered me discounted price for new 12 month contract. I pointed out that new subscribers were being offered the same package but cheaper so he transferred me to accounts department. I then spoke to another very helpful service agent called Alex, he brought up my account and matched the new customer price for me. Very helpful customer service and (apart from a few weeks) I have had exceptional broadband service
Reviewer
John
Location
Aberdeen
Date
08/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was a great help walked me through process to get my WiFi up and running again came back on first time
Reviewer
Paul
Location
Weybridge
Date
07/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Alex B. sorted my renewal today, quick and hassle-free, at a good price. Good customer service from my experience.
Reviewer
Sylvia
Location
London
Date
04/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex was very helpful in resolving the overcharging issues of my internet bill. Thank you.
Reviewer
Peter
Location
Glasgow
Date
04/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was friendly, speedy and efficient. 5 stars for customer service! The only downside was the 30 minute waiting time and I had to phone twice because the line would cut off.
Reviewer
David Lees
Location
Otley
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Charged £59 randomly. Was told it was a subscription for something I never asked for or have heard of. Despite being less than 14 days ago they refused a refund as required under the consumer contracts act.
Reviewer
Kyle
Location
Cardiff
Date
01/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Appears cheap but hit you with lots of hidden costs... Monthly price went up 4% over inflation during the year contract, £250 'cancellation fee', AND it signs you up to McAfee malware free trial which automatically charges you for a yearly subscription when it expires!
AVOID AT ALL COSTS!!!
Reviewer
Todd
Location
Leighton Buzzard
Date
01/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent customer service from Alex today! Very friendly, knowledgeable and helpful. Handled my query with the highest professionalism. It’s service like this that keeps me a Onestream customer.
Reviewer
Paul Walker
Location
Birmingham
Date
29/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
When filling in their form to sign up for broadband I did spot (unlike other reviewers) that 'Assured Service' and McAfee would be provided free for a month and then charged for and this was not in small print. It was obvious.
However, needing to opt out after your contract begins, rather than being invited to opt in beforehand, clearly is a technique to rake in money from these products. It's transparent, but it left a bad taste, so I didn't proceed. They didn't get my custom at all.
Reviewer
Rhona
Location
Coventry
Date
27/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex was very helpful and experienced Just a shame he couldnt provide me with a social tariff
Reviewer
Johny
Location
London
Date
24/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was extremely helpful, answering all of my questions and working hard to find the best deal for me.
Reviewer
Rahul Thakur
Location
Slough
Date
24/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Low speed on internet, charge you for something you never asked for McAfee and very rude customer service agents.
Reviewer
Ethan
Location
Longcross
Date
23/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Great speaking with alex who helped me with my questions regarding billing and broadband. I have 2 addresses under onestream and must say that I've found it's not the most reliable broadband but it's good for the price.
Reviewer
Sarah
Location
Sussex
Date
23/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Im upgrading to the 115 fibre package in the hope it works better as my service is intermittent with calls dropping and buffering. I was leaving one stream by Alex B did everything to keep me, so I’ve cancelled sky now. The one stream CS were much better than Sky to talk to!
Reviewer
Jean Mackay
Location
Kildary
Date
17/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just watch out for the extra charges. I had seen them last year and cancelled this online. My online account show Onestream Assured service and this is cancelled and then there is another Onestream Assured service but this one active. So, they are still billing me for this service.
Reviewer
Jo
Location
Henfield
Date
16/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Had issues with my own router. Alex helped out. Was efficient and knowledgable.
Reviewer
Kirsty Pierce
Location
Helensburgh
Date
15/04/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was very happy with Alex B from customer service today. Onestream had made some errors with my account, which I only discovered because of a communication from a third-party vendor. These were pretty bad mistakes in my opinion but I was put in a much better mood by Alex's excellent customer service. He acknowledged the issues, discovered the causes of the problem and negotiated me a better deal going forward and a partial discount as a sign of good faith. He was courteous, polite, professional and sympathetic and gave me just about as much as I needed to feel satisfied with the outcome of the call despite the fact I now knew Onestream had failed me in the past. Essentially, I think Alex B was the perfect example of what a customer service representative should be. I don't review customer services often and many of them are awful but since this was an exceptionally good case I wanted to leave a review.
Reviewer
Mark Lancashire
Location
Uk
Date
13/04/2024
Ratings
Satisfaction
5.00 stars
Comments:
Spoke with Alex, problem was delt with quickly and professionally.
Reviewer
Sue M
Location
West sussex
Date
12/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was really helpful and pleasant to chat to, we also worked put a solution to a problem I had with broadband, overall I'm very happy
Reviewer
David Barber
Location
Norwich
Date
10/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had really good service from sign-up to speeds and customer service.
Would highly recommend!
Reviewer
Paul
Location
Berkshire
Date
09/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They decided to auto sign me up to mcafee for £80 a year! Thieving scumbags. No souls.
Reviewer
J Lancaster
Location
English
Date
09/04/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Checked my bills and I have been paying extra for an "Assured Service" each month.
I was not made aware of this and I'm now a year into my contract. What a waste of money.
When I started my contract I was automatically enrolled to a McAfee service which I did not agree too and had hassle cancelling that.
The router is extremely low quality. Avoid like the plague. Go with a proper company.
Reviewer
SB
Location
Poole
Date
08/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Oh dear, I wish I had read these reviews before signing up to a contract with OneStream!
With buyer's remorse, I now realise I was taken in by a competitive headline price, and I'm paying over the odds for a bunch of extras that usually come as standard.
On top of that they offered a free 1 month trial of McAfee, that I didn't activate as I didn't want it. The next thing I knew, I was charged £34.95 for it. No mention of it under my account billing details.
I contacted customer support. They said that it was clearly part of my contract and that I needed to cancel the free trial at the end of the month—even though I had never accepted or activated it.
The customer support agent sent a link to my account from which I was contacting them and abruptly ended the conversation!
However, they did follow up with an email saying they would refund the amount.
Anyway from that experience and reading the reviews I wouldn't recommend them. The broadband speeds are well off their advertised minimums and I'm reluctant to start fighting that battle although I'm sure I'll have to. Reliability has been OK to date.
My recommendation is to stick with a more reputable supplier unless Onestream seriously changes its ways!
Reviewer
Tito Vaidyan
Location
Watford
Date
06/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am utterly disappointed with the services provided by ONESTREAM. Despite my contract with them expiring, they have continued to charge my account, and to my disbelief, they are even adding penalty fees on top of that.
Let me break down this appalling experience. First and foremost, my contract with ONESTREAM was supposed to end on 17-03-2024. As per our agreement, I expected no further charges beyond this date. However, to my dismay, I noticed unauthorized charges on my bank statement well after the contract termination.
When I reached out to their customer service, expecting a quick resolution, I was met with sheer incompetence. The representative I spoke with was unhelpful and seemed completely oblivious to the terms of my contract. They claimed that my account was still active and justified the continued billing. Moreover, they had the audacity to inform me about additional penalty charges for late payment, despite me having no knowledge of any outstanding dues.
Not only is this level of overcharging and mismanagement unacceptable, but the customer service experience was abysmal. It's evident that ONESTREAM lacks transparency and integrity in their billing practices. This ordeal has left a sour taste in my mouth, and I am actively warning others to steer clear of this dishonest provider.
In summary, avoid ONESTREAM at all costs. They have demonstrated a blatant disregard for customer satisfaction and ethical business conduct. I am now in the process of disputing these unjust charges and will be exploring alternative service providers who value honesty and accountability.
Save yourself the frustration and financial headache—look elsewhere for your service needs. ONESTREAM is an epitome of everything that is wrong with corporate greed and customer exploitation.
Reviewer
Allen Evans
Location
Redditch
Date
02/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Two months in, I had one technical issue which got resolved quickly and efficiently by the customer service team and aside from that, my connection hasn't missed a heartbeat. Plus, it's more often than not running quicker than advertised. The broadband is provided by Vodafone via the Openreach network so really no reason to expect reliability issues as others seem to have.
Reviewer
Marcin
Location
London
Date
01/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
That provider is a scum. Slow transfer, high ping, very low level of customer service. They do anything to charge you an extra fee. Be aware and do not make mistakes as I did.
Reviewer
Drw
Location
Scottish Borders
Date
29/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They are crooks charging you for services you don't want.that was a fight to get my money back off them only when I left a review on trustpilot they acted there speed is crap to when am watching something then if I put my Internet on in my phone it buffers had 2 stay another year coz they never sent me notifications when my contract was ending.now there charging me in March for the price increase in April.coz there bull**** says they invoice ne in a month in advance.so when I looked at my contract there now saying I rejoined on 31st of October another lie just to get me to pay more I had to rejoin on 14th October.this company is crooks and there filling up trustpilot with fake reviews about thereselfs how great they are when I looked they were 1.8 on scores a month later they went to 4 stars rubbish.and all they shining reviews about them and glowing references about there staff actually naming them.save yourself grief coz I promise u it will b if you join them.nevef ever encountered a company like them there after ur money hook or by crook the latter word being the right 1.slow speedslying agents and buffering like he'll AVOID
Reviewer
Stella Beavis
Location
Eltham
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Renewed at old price online in January but charged new price in February.. rang them to confirm that I had renewed at old price they agreed and said the March payment would reflect the refund that was due because they’d taken too much from my bank. Now the March payment has been taken and it’s even more than they took last month.... in all I’ve been overcharged by £33 in just two months... now it’s Easter weekend and I can’t get in touch with them and I can’t afford to put petrol in my car... I’m 71 and I could do without all this worry. I wish I’d seen all the bad reviews they’ve got before I signed up with them ☹️
Reviewer
daniel depp
Location
oxford
Date
28/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
They will help themselves to money in your account for no reason they have done that to me in the past, they never deliver on the speed they promise, they will for a short period then it will drop off not even hitting the minimum contract speed, (which you need to get them to write into the contract because again they will try not to do it.) I've got their 550-speed package available at 230 MB speed 10mb below the contract 240 minimum. customer service your be waiting 20 to 30 minutes. they're very deceptive like offering you a discounted rate but when it comes to the April increase that can bill 12.57% of the original discount. Be careful, its not the fact it few quid but that adds up and if all suppliers are at it, if you are happy with them helping themselves, and they will it seems like a no brainer but it will hit a nerve when you catch them in your cookie jar, also they will not inform me of any price increase so this April its officially 8.8 % all the whole rate not the discounted rate which I got out the agent, , works it extra £5 pm for me
Reviewer
Paul
Location
Northumberland
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this atrocious company. hey make it impossible to cancel the service. They're number cuts off after 15 minutes. They sales men lie on the phone to you. They're live chat cuts off after asking you questions that don't make sense. They essentially hold you hostage within your contract as you can never speak to them to cancel.
Reviewer
BRUCE LINDSAY
Location
NORTH YORKS
Date
28/03/2024
Comments:
Having been with onestream for 22 months i called them to enquire aboout taking an internet based phone line as copper is to be made redundent.
Very quickly i was passed to new accounts and signed up for the package i required with no hassle and a straight swap of my account ( day 1 )
Some 28 days later i still have no correspondence or hardware . I then had to take time away from work to call the help line that is only open normal woring hours mon-fri i had to ask for my new router to be told it had been missed and they`d send 1 out. Upon reciept i expected the usual installation email and details of my new phone number and when it would be active......Nothing so again i had to take time away from work to try and sort this mess out. Eventually i am told its been active for 24 days and try ringing it - i had no chuffin number to ring, so onward i go trying to explain they hadn`t told me to fir router they hadn`t given me a number blah blah blah 2 hours later i get a number and eventually i go home and install all hardware.
My advice is if you work then avoid this company because they do not work past 5.30 or weekends so you can`t speak to anyone.
Also they are totally inept at customer service and don`t keep in contact.
Stay away
Reviewer
steve
Location
Chester
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not the best broadband provider. I'll Move back to my old broadband provider. The provider did not include a hidden charge. It's best to avoid it and go somewhere else.
Reviewer
Diane
Location
Caernarfon
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most difficult deceitful company I have ever had the misfortune to deal with. Contract prices are made up. Waste of time using the online help. My sincere advice is to avoid at all costs.
Reviewer
Niamh
Location
London
Date
27/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company, terrible customer service. OneStream confirmed they were eligible in my building prior to setting up with them. On our go-live date, our services failed so I called them. They explained that there should be an ONT box in the building (they previously confirmed this and told us we did not need an engineer) but after extensive looking, we realised there wasn't. They then told us it would be 200 pounds to send an engineer and 14 working days, even though they were the ones who confirmed we didn't need one and failed to mention the fee! When I cancelled they told me I would incur no additional charges and then a month later I was charged 35 pounds for anti-virus protection. Run, run, run!
Reviewer
Pete Cowell
Location
Wiltshire
Date
17/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
All that is without a landline.
Reviewer
Ian
Location
Wiltshire
Date
12/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.
I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...
No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.
The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.
Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
Reviewer
Fay
Location
Leicestershire
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.
That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".
I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
Reviewer
George
Location
Kent
Date
04/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
Reviewer
K
Location
Spalding
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
OneStream charge for cancelled services and left me with no Internet for over a month
Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.
In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.
When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.
When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.
If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.
They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
Reviewer
Rox
Location
Kent
Date
24/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Daniel
Location
Carlisle
Date
14/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from these. The absolute worst company I have ever dealt with.
They were on paper the cheapest broadband provider so decided to go with them.
First con to watch out for is McAfee which is an opt out service rather than the usual free trial so they took a good chunk of money out for a years service through direct debit which is totally wrong. Had to phone to get it refunded which wasnt terrible as they did offer callback.
Broadband service was not good at all its sync speed was slower than my previous 3 providers. It was also very slow to load websites and found when doing a DNS healthcheck the primary automatic DNS was bad so changed it to use public. Bills went up with the usual april increase but wasnt at all cheaper than my previous supplier.
Then got the contract is coming to an end email with my account number. This allowed me to access the portal as without the account number I had to ring again which was not happening. Found it has enrolled me in some BT protection cost. Was able to opt out on the portal which I wont benifit from as defiantly moving provider.
Then 15 days before the contract end they send me an email saying my broadband is going up to extorsionate costs and there is a 30 day notice period. Phoned to cancel and no callback function this time. Waited 12 minutes of hold music then silence and they hungup. Rang back and it was an 18 minute wait and got the same silence and now on again waiting to be answered.
Robbing con artists.
Reviewer
mw
Location
Maidenhead
Date
13/02/2024
Ratings
Satisfaction
1.00 stars
Comments:
I decided to switch to Onestream so I went through the steps, including entering my bank details and personal details like date of birth (surely it's sufficient to know a person is over 18) and then on step 7 of 8 it announces that to have a router it is an additional cost per month and that an existing router is unlikely to be compatible and you have to have some expertise to connect it anyway. Therefore, the advertised cost per month is a lie. Clearly an untrustworthy company. I now have to go through the hassle of ensuring they don't set up the direct debit as the previous step is to approve it. Wasted my time. Don't use them!
Reviewer
Dan Brandy
Location
Margate
Date
06/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd give zero stars if I could. Awful, intermittent broadband and even worse customer service. Over 2 weeks without internet and still no resolution. Just terrible.
Reviewer
peter Ramotar
Location
Bridgwater
Date
05/02/2024
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Try to ring Customer Service to ask a question about the router to join them, but nobody answers the phone. I did read the reviews on them, and not very nice, so I will keep them far away.
Reviewer
Ivan
Location
West Susex
Date
27/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Be very careful, many legal clauses designed to catch you out and charge £££
Be very, very cautious when interacting with this company.
There are clearly many legal ways with contracts that they aim to get money from you. If this provider is your only option, fine.. But if you can choose a mainstream supplier like BT, Vodaphone, PlusNet etc.. go with them, even if it's a few £ more.
Issue is contracts - if you move house it's £59 - other providers it's free.
If you cancel - maybe you move country or house, that's £280
If you cancel it has to be exactly 45 to 30 days before contract ends, miss that window, it's £280. Even if you specifically ask their call centre 'is there anything else I need to know' they will not proactively say, you need to return the router within 14 days after you cancel or there's a ~£125 charge. - Other providers don't charge.
I just asked to move house, I need to call them again, but it looks like rather than just moving and staying at the same price, they've signed me up to another year at full price. Edit. yes, looked in their terms and conditions, I've been put on a new contract at a higher price and they said nothing in the live chat -I literally asked 'is there anything I need to know' and they said no.
Look on page 14 of their 'pricingGuide', if you cancel it's a rounded up monthly fee, plus £125 for the worst router I've ever seen, plus an activation fee.
If you miss a payment, that's another £100 fee, miss engineer £120, engineer finds an issue with a wire in your house, that's £150 an hour to fix !!
Versus Vodaphone they install fibre to my house for free with a crane !
Absolutely disgusting, I know for a fact that many, many people will be caught out by this. You have to proactively think of every possibility and eek it out of them, comply with their very specific requirements that are designed to catch you out.
Do not sign up if you have the choice and if you can, leave this predatory company. Not to mention the month to get connected and multiple missed setup dates initially meaning my GF spent 2 weeks going to weatherspoons and buying food to use their wifi for college work, costing us yet more money.
Reviewer
Ian
Location
East Midlands
Date
26/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid Onestream like the plague. By far the worst ISP I've ever used.
The first thing I'll say is their customer service is woeful. Online support tickets go unanswered, almost impossible to get through on the phone, a chance you'll get randomly cut off and the opening hours for the phone lines are awful.
My bad experience with them started early on. During the sign up process, you get offered 'Onestream Assured' which is additional monthly fee for who knows what. I left this unticked to say I didn't want it. Shortly after switching over, I also received an email for a free trial of Kaspersky Internet Security. Again, I didn't want or ask for this so ignored it and the activation code in the email went unused.
A few months later, I see my bill has increased a lot. It turns out, my free trial of of Onestream Assured AND Kaspersky Internet Security has ended and I'm now being charged a monthly fee for them! Two things I never signed up for or agreed to. Oh, and you can't just cancel these online. So I try to get in touch with customer services to get these cancelled and a refund or my account credited for these two things. I'll refer back to my first point here: customer service is non-existant. I ended up emailing the complaints email with a very strongly worded complaint and eventually got a response and this issue was put right, but they still had the cheek to blame me for not cancelling these at the start of my contract. Why on earth would I think to cancel something I didn't sign up for!
Throughout the contract, I had many loss of broadband, for hours at a time in some cases. Never had that with any previous providers nor with my current provider. Speeds were rarely what was guaranteed when I signed up. Now, with a normal broadband provider, you'd just contact them and check if there was a problem with the line. But this is Onestream, the worst ISP in the world for customer service, so good luck with that, especially if the issues are in the evening when their customer service team (can you call one person a team?) has gone home.
The final issue I had with them was leaving. I switched to a much better provider and thankfully the switchover of services went smoothly. Did the billing stop? Don't be silly. Even after leaving, my DD to Onestream came out. Couldn't get through on the phone to them to sort this. Sent a support ticket which they aim to respond to "in 3-5 days". A month later I finally get a response, saying they hadn't received notification from my new supplier (yeah, right). They still didn't actually cancel my service. I couldn't respond to that support ticket online as it was now closed and it said I should reply to the email to confirm I wanted to cancel. Their email was from a noreply email address... Unsurprisingly my reply bounced back. So I had to send another support ticket, to which I never actually got a reply.
In the end I cancelled my DD and ignored their dire warnings that my service would be terminated. In total I've been billed for around an additional 2 and a half months since I switched provider. Whatever savings I made originally by going with such a cheap provider has been completely lost (and then some) by all this.
Never again will I try to save a few quid on broadband. I'll be sticking to the major providers who provide what they advertise and are easily contactable when there are issues.
Reviewer
K Holman
Location
Sidcup, Kent
Date
21/01/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
New customer…so far perfect.
Reviewer
James
Location
UK
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SLOW! Disgusting scum deleting reviews on trust pilot to create a fake score of 3/5 stars everywhere else its 1 star. They are a marketing company posing as an internet company destroying internet all over the uk. NEVER BUY! They also having been stealing peoples email data gas lighting the lot.
Reviewer
Kimberleigh Pagr
Location
Boston, Lincolnshire
Date
26/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I should have left when I had the chance, but was persuaded to stay when Customer Service promised they would be ablevto make the broadband cover each room in my small bungalow. Again, for the 3rd year running, I'm not able to get WiFi in my kitchen and dining room area. I used to be able to connect in the garden and on the driveway, but this is no longer the case again. They sent a different router and then proceeded to charge me for it despite the coverage issue being their problem. I complained to Customer Service and was just told to adjust the band I'm on - which has made zero difference. Each time I walk from my kitchen to my front room, I have to reconnect to the WiFi. Not ideal, Onestream don't care because they are getting paid each month for a crappy service that I can do nothing about. I definitely will not be renewing at the end of my contract this time.
Reviewer
Jeevesh Goolab
Location
Gillingham, Kent
Date
07/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unethical business practices - Avoid at all cost!
I started on a 12 month contract with Onestream broadband in March 2023 and had to terminate my earlier in September 2023 as I moved out of my property. Due to early termination, I had to pay for the whole duration of the contract plus early termination charges. I paid all the fees and even got an acknowledgement from one of the staff members (Aston) that my balance is clear with no further payment. Out of the bloom on the 27th of November, I receive an email from Onestream asking me to pay £19.99 and again today (07.12.2023) with more threats that they'll take me to court. I even replied to their billing email about the confirmation of payment, etc but with no reply. I am absolutely guttered with their fraudulent practices of trying to extort money from people despite everything has been cleared out. It's disgusting and I regret so much for having chosen this company. They will do everything to manipulate customers - avoid them at all cost! I have reported this to the Ombudsman and will now expose them futher on social media. I repeat - avoid them at all cost!!!
Reviewer
Jason
Location
York
Date
06/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
On Friday I returned home from work to find my internet service was down. I tried restarting my router but nothing changed. As it was after hours for the customer service line, I decided to wait until the next morning to see if it resolved itself. The next morning it was still out, so I dug through the website (which makes it extremely difficult to find a way to contact the company) until I found the customer service number and gave them a call. They told me that, as it was the weekend, no technicians were available so I'd have to wait to the middle of the next week to get anyone out. Frustrating to go several days without internet, but I was assured the time I was without service would be factored in to my next bill.
On Monday I got notice that a technician would be sent to my flat Wednesday morning and I needed to be there from 8 am - 1 pm to meet them. That meant taking time off of work, but I needed my internet service restored, so I arranged it with my employer.
Wednesday morning, I get a message that a technician is on their way to me, and giving me their contact number. I wait several more hours, but as it gets closer to 1 pm, I'm nervous that I might not be able to get to work on time if they take longer than expected, so I ring up the technician. What do they tell me? "I'm in Scotland, nowhere near you, I don't know why they told you I'd be there today."
Fuming, I ring OneStream. "We don't know why your order was sent to someone in Scotland, a mistake must have been made somewhere along the line." Can I get another technician today? "No, we don't have any contact with the technicians, OneStream employs them." So what do I do? "Someone will be in touch by the end of the week."
So now I still have no internet service, I've wasted my morning and had to use my time off for no reason, I'll have to use MORE time off whenever they finally get someone to come out--IF the next person they send actually comes--and no one can help me because no one I've spoken to is actually responsible for anything.
I've been a customer of OneStream for less than a month. This is absolutely unacceptable and if they can't get my service turned back on, I'll be cancelling and going with another provider. I know they'll hit me with an early cancellation fee, but honestly it would be worth it to get my services from someone who doesn't treat their customers this way. Disgraceful.
Reviewer
Bartosz
Location
Scotland
Date
06/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since day 1 having a problems with internet connections. Contacting them multiple times and after over a month problem still presist. At the momen they don't even replay to my emails.
Problem was reported in October 2023, in December still is there and no response from Onestram.
Reviewer
Vijay
Location
Manchester
Date
30/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst possible experience I have had with any provider. This is one of the most opaque operators I have ever come across. I had signed up by phone. A couple of unnecessatlry 'extras' were added that one could cancel by phoning customer service in the first month. Excepet customer service never answers the phone. There is no email access. To setup internet account one needs account no. which is never provided in any email they send you, which only include order no. So cancelling the service during the cooling off period is impossible. Once I got through but the person on the other end of the phone was most unhelpful. I asked to cancel all extras, but still got billed for totally ridiculous, unwanted antivirus. Had to fight through my bank to get my money back. The reduced broadband rate on offer was meant to last the whole year but rate was hiked after 3 months. It is not made very clear that one needs to give a month's notice to quit even when the contrat finishes. If customer service emails you, you can't use the reply function. The router (a very basic one), has to be returned within 2 weeks of end of contract, otherwise you will be billed £50.00. They aren't registered with ofcom, so some basic transparency is not provided.I am just glad that I am finished with this company.
Reviewer
Bianca
Location
Kings Lynn
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My cheap rate (£37) was due to run out on 11 Dec and I had an email telling me to "click here" to renew for £29. So I did, and then got an email saying the charges were £37 as I had to pay to upgrade my router and pay an additional fee for "Onestream Assured", which would mean I was guaranteed help if I needed it. Thought that would have been included as customer service, but never mind, I was cross that I had been cheated by an inflated price that I called to cancel my subscription. Got put through to an chap called T****r, who spent around 50 minutes trying to talk me into not leaving. He said he would honour the £29 as it was a great deal and I wouldn't find cheaper, and he got annoyed when I said I wanted to shop around first, saying I wouldn't find anything cheaper and what a great deal I was getting. I felt pressured into renewing. So, I agreed, but then looked online at other deals to see that I could get one for £13.99 and even Onestream was offering new customers deals for £20. At this point I rang back to cancel and was put through to T****r again.
He wouldn't take no for an answer, even after he said "if I offered you it free for a year would you stay?". I felt totally bullied, but stood my ground and was told I had to give 30 days notice so my cancellation date was 21 Dec. I'm guessing the first part of the call wasn't recorded as we got cut off and he called me back and wasn't being rude or aggressive, just pushy. I cancelled. Then I got an email saying I would incur cancellation fees of £622 (yes, more than six hundred pounds) or I could "click here" to stay with Onestream.
Seriously NOT happy with this service.
Have since spoken to a very helpful lady in Retentions called L**y. Probably would have stayed with Onestream if I'd have spoken to her in the beginning. Overall a very stressful experience.
Reviewer
Brian
Location
High Wycombe
Date
22/11/2023
Comments:
Buyer beware!!!! Shocking company, worst Customer Service. Impossible to get through I waited for over 3 hours only to have my call hung up. I spent over 4 days trying to cancel my account. My online account wouldn't allow cancellation??? Call handlers are obnoxious. Had e-mails threatening bad credit on my file despite being fully paid up - utter shambles of a company. They added random Admin fees to my eventual account closure because I stopped my DD from allowing them to take more money from me. Broadband itself was unreliable!!!
Reviewer
Martin
Location
Lancashire
Date
22/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. Impossible to contact, messed up my order, really poor
Reviewer
Peter Knights
Location
Warwick
Date
21/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely diabolical, so much wrong it's hard to know where to start. I'm not even sure they have a customer service team as you'll never get them, apart from when you want to leave there use underhand tactics and renew the contract despite saying no. Chat service doesn't work and no response to the service tickets. Appalling.
Reviewer
Sylwia
Location
Mold
Date
14/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of the worst, scamers and thieves. They put extra charge on my bill, once I called and asked about it I was Informed that my contract ended and nobody inform me and now my contract move to rolling contract, once I decided to resign from their service they try to charge my 550£ early termination fee for contract that I don't have anymore. On the phone Consultant inform me there are no fees and I can end the service. Avoid them at all cost.
Reviewer
Stephen
Location
Ash
Date
13/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed Up over three weeks ago, And just been informed broadband won't go live for another 15days.10 days after my existing broadband finishes.not a very good start
Reviewer
June
Location
Ipswich
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Junechenery
Location
Ipswich
Date
31/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor Wi-Fi connection.
Increased prices & new customers get it cheaper. Try contacting but nobody to talk to, unless you are a new customer
Reviewer
Jayapriya
Location
Wf1 4rf
Date
13/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
Reviewer
Hardi
Location
Birmingham
Date
11/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst speed and reliability I have ever seen with a rubbish modem that they charge 3.59£a month.
Reviewer
Mark
Location
Worcestershire
Date
10/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Ok. Cheap. Not as fast as it should be, and a few more drop outs than we used to get. But ok.
Reviewer
Wendy
Location
Ipswich
Date
06/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Just tried to ring about moving house.
Waited for 1 hour and 5 minutes for the call to be ended on their end. Furious.
Reviewer
philip
Location
STAFFORD
Date
05/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
ervin
Location
LONDON
Date
04/10/2023
Comments:
I strongly advice to avoid this company, if you move house and terminate the contract they will continue to charge you after you terminated the contract.
Reviewer
Jane
Location
Berkhamsted
Date
02/10/2023
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Extremely poor customer service. Bills were overcharged and a real headache to get a refund. The real definition of buy cheap buy twice.
Reviewer
Fister
Location
Date
30/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just ripped me off over a £100 for a month's of broadband there scammers and crooks with 0% customer service these reveiws are real
Reviewer
A Zulfi
Location
Bolton
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Onestream Scammers!! entrapping into an expensive package
---------------------
Stay away from this company, I am an existing Onestream customer caught up in their scam.
Don't get fooled by their cheap price. They charge for EVERY single thing. Everything is free for 1st month after cooling off period they show their true colour. They have everything written in Small print which you will miss.
- First of all, you will lose your telephone line as they do not manage the telephone. Meaning you will not be able to receive any incoming or outgoing calls. If you want a telephone service, it will cost you an additional £30 per month
- They give you £10 crappy router, which is of no value and poor wifi signal. If you want a good router then you have to pay an additional £4.51+vat per month to have it. It is called Superstream Router
- if you want any kind of Tech support you need to pay an additional £4.51+vat per month, it is called Onestream Assured.
- OneStream signs you up with a couple of subscriptions e.g. Macfee antivirus for 1-month trial, after that OneStream charges £35 for a full-year subscription non-refundable fee.
The total cost per month is
(broadband fee) £21
+ (Telephone service (only incoming calls)) £30
+ (router fee) £4.51
+ (Tech Support fee) £4.51
Total = £60 + vat per month
Reviewer
M.el
Location
Birmingham
Date
23/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed to pay 19£ charged me 25 and when I wanted to end the contract at the end of the year they didn’t reply on emails. On the phone they tried to convince me to go for another year . Thiefs
Reviewer
Richard Quinn
Location
South Yorkshire
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Worst customer services in the Universe, never answer phones , ( hours spent) email the same , that’s if you can find a email that works, resorted to record delivery, guess also ignored. Once in control of your direct debit, they take extra, will ( a lot of extra money). No explanation, someone would need to talk to you. Never received an invoice in a year, never received a contract. Cancelling is nearly impossible, they make it so. Not person from the company has once bothered to look into my issues, they just take unjustified, unexplained , increases in money taken.
Guess make the mistake of getting company to take notice, I wrote a review, guess instead of addressing my concerns, they cut of my internet the next morning.
It was on a Month by month basis, ( I confirmed be recorded delivery) it ran our end Sept , they cut it of 10 days early, and changed £45 instead of £25
Of no one wises to explain, now it’s matter of principle, seeking legal advice tomorrow, onestream customer services no existent ☹️
Reviewer
JBSP
Location
Northumberland
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish, in every single department. so much so I am about to pay to have a separate provider as I can't be a.sed anymore
Reviewer
Claire
Location
London
Date
13/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service and company.
I had a terrible broadband speed despite paying for a fast broadband.
Also the worst cancellation policy. They don’t have a simple fee to pay especially when you have special circumstances having to close your account.
I submitted a complaint but heard nothing back.
And there are no written prof of anything.
I am revolted by this service, the only thing they care about is to take my money.
Terrible
Reviewer
Gabie
Location
Farnborough
Date
10/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just as everyone ahead of me, I have abysmal experience with them. They messed up my go live date, cancelled my original order, which they didn't tell me, and created a new order with a new go live date. Sent text messages on both days so I had no idea what's going on. For the confusion they offered me a month free. Still haven't received that. Half an hour easily waiting on the phone and then a very rude agent pretty much shouting with me that they can't help! Like what??? They add "free" extras to your contract Eve if you express that you don't want that as you don't want to risk to forget to cancel them and ince they go full price you would pay like £40 or more. Router not included in price?! Never replied any of the written messages. As she couldn't tell why my credit just disappeared from my account without deducting from my bill, she said she will get back to me. Well I still haven't heard anything. I will have to constantly contact them over and over again. I am seriously considering to cancel even though that would cost £160 at this point. The internet is never the speed they guaranteed, my tv/phone very often says no internet... I just don't understand how is it allowed that such a horrible company on every level can operate and rip off so many people without consequences. There has to be a way to get out of a contract if they don't fulfill their end.
Reviewer
David
Location
Aberdeen
Date
08/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give zero stars if I could.
Might seem like a good deal now but it won't in 12 months time!
Were rubbish from the start when they sent me a faulty router, doubled the price during my 12 month minimum contract period (£19.99 to £39.99), then to £53/ month out of contract. Customer service is awful and the last person I spoke on the phone to was downright hostile.
Avoid.
Reviewer
Lauren
Location
Manchester
Date
26/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous provider. If I could leave 0 stars I would. We have had nothing but issues since joining onestream, the service is poor, I set up with a different provider after less than one month of using the service as it was so poor and the customer service I have never experienced anything like it. We have been overcharged by £15/ £20 per month since joining and every attempt to contact them has been met with 0 resolution. Please for the sake of your mental health do not sign up to this provider.
Reviewer
Colin
Location
Rugeley
Date
21/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of going with Onestream, because the price on the comparison sites look good DON'T, it will cost you more in the end, before the end of my mom's contract, they started putting the price up, and now it's double what it was, and they charge you nearly £5 a month for Router rental, which i have never heard of before, you have been warned STAY AWAY!!!
Reviewer
Tomas
Location
Scotland
Date
11/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid Avoid Avoid!!!
Good enough wifi but contract term and conditions are terrible, all discounts they’re offering is just a scam, on the end of contract they will rip money off you!!!
Even though my contract finished i still have to pay another monthly payment without discount, so for last 2 month onestream ripped me of £49 each month were supposed to be £22
Reviewer
Luke
Location
Cambridge
Date
10/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service and overall service. No email contact, online forms not answered, and waiting over an hour to get a hold of customer services who are rude, unprofessional, and speak in platitudes. Constantly trying to upsell you.
Did not follow OFCOM's rule to contact prior to end of contract and then try to enforce huge increase in price.
Avoid at all costs
Reviewer
David Corkindale
Location
UK
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Based on my own experience I cannot recommend doing business with this Company at all. I was fully paid up until midnight on 31 July 2023 at which point my Broadband arrangement with Onestream was due to end.In plenty of time, I had earlier advised Onestream that I would not be wanting any further Broadband from them beyond Monday 31 July 2023 due to an extended trip overseas. Onestream did not like that at all and, in a fit of pique and without any prior notification, they unilaterally decided to cut-off my Broadband connection at the end of Sunday 23 July 2023.Not only did they not reinstate my Broadband connection at any time between 24 July and 31 July 2023, they have also not refunded me for the money that I had previously paid to them for that particular period.Such petulant behaviour on the part of Onestream speaks volumes about the sort of Company they are. In my opinion, not only is their behaviour immoral and unethical, it also illegal to extract full payment from a customer then not provide a full Broadband service for the complete month and also fail to reimburse the Customer for the period in question ie. their behaviour is that of an Organised Crime Gang - this was not an administrative error on their part, it was knowing, deliberate and intentional - they knew exactly what they were doing. It follows that one should think long and hard before entering into any Contract with this Company. Based on my experience and my perception, it seems to me that it is yet another Broadband company which, if it were possible to shake hands with them, you would have to count your fingers afterwards.
Reviewer
Sujan
Location
Uk
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started with £18 a month and didnt realise they were charging me £27 a month.It took me atleast an hour just to get on the phone with them.Really bad customer service.They said I had to pay £120 just to move home and i can not continue with my old contract therefore i have to get a new one.
AVOID AT ALL COST
Reviewer
Ruth
Location
London
Date
08/08/2023
Comments:
They made me an offer for internet and suddenly I was bombarded with a contract, router was sent off, engineer appointment was sent despite me ringing them, writing emails (and was reassured the order would have been stopped), even sending them a letter via post with a copy of all the emails and a clear statement that I don’t want to go ahead. They just ignored me and now they try to take money out of my account. Very shocking practice. So don’t go for that company!
Reviewer
Jack
Location
Norwich
Date
03/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Speed on the line was not great- certainly not the levels they ‘guarantee’. They have some questionable business practices (hard to cancel free extras, unclear exit fees, no email or text based communciation)
The hub I was sent didn’t transmit Wi-Fi around a 1 bed flat and if I wanted to pay another £4 a month they would give me a better hub.
Reviewer
Kat
Location
County Durham
Date
03/08/2023
Comments:
Avoid at all cost!! I joined 13/6/23, the connection was non existent, arranged to move providers 19/6/23, moved 3/7/23, cancelled DD. 1/8/23 they've taken £102 from my bank & are still charging me. Their CS lines are continuously busy & disconnects you. Their "executive" email address bounces you back to their online login which I don't have access to because my account is inactive! I've raised a dispute with my bank, Ofcom have advised to contact the Communication Ombudsman.
Reviewer
Brian
Location
Gloucester
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Horrible customer service. Automated customer support just hangs up because they are TOO busy to take your call (get more people employees). When you eventually get through they say a 10 min wait but 2 hours later I'm still waiting. Please avoid.
Reviewer
Jonathan
Location
Perryman
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started out June last year at £22.75 /month for just broadband, now we are being charge £47.93 /month for just broadband. Contract stated there may be "slight" price increases over the contract, never said 110% price increase !! Also, when the price began to sharply increase, we stopped getting email invoices, Roll on December to get rid of these con artists.
Thinking of joining them??? DONT !!!!!
Reviewer
D E Bedwell
Location
DRIFFIELD
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not very happy, wait to speak to agent for agesw and then get automatic cut off. Have phoned on many occasions to get bill adjusted correctly which is O.K. for a while and then it doubles so have to go thru the whole process again, Do not trust them at all , they don't care , it appears that they can take money out of your account without notice or advise on what it is for. Should have minus stars, it is a real worry that they can continue to do this, there is NO repeat NO standard of customer service!!!!!
Reviewer
Katie
Location
Kent
Date
26/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Gareth
Location
UK
Date
14/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Theives. That's the only way to describe this company. I was supposed to be paying £18 a month but after checking my bank statements, they've been charging me £40 a month
Reviewer
Andreas
Location
London
Date
14/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible customer service, lines always busy, email not being monitored and contact form you never hear a reply from
Reviewer
Nextep Solutions Ltd
Location
Ilford, Essex
Date
05/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't work with them!!!
Worst company to work with! They do not offer services, devices are provided weeks later, there is no one to find support in this company. They will pass you from one person to another and never call back as they promise. After more than a month of no service, they will still bill you for NO SERVICES!
Reviewer
Mikolai
Location
Lincoln
Date
04/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever. They trying ripped off all the time. They rising price without any notyfication, monthly price rised from 22£ to 47£ in just one year for 60Mb broadband. Stay away from these thieves.
Reviewer
Abdul
Location
Nailsea
Date
01/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Unparalleled Incompetence and Disregard for Customers' Well-Being
I am compelled to share my shocking experience with the handling of my contract transfer and the subsequent nightmare of billing and communication with Onestream Broadband company. It is evident that this company's incompetence knows no bounds, and I feel it is my duty to warn others of the abysmal service I have received.
In early April 2023, I reached out to Onestream Broadband company's customer service department, providing them with ticket number ref:_00D0YrFw3._50007UcD2O:ref, to inform them about my upcoming home move and request the transfer of my remaining contract to my new address. To my disbelief, I was met with a ludicrous demand to make a phone call before any progress could be made. Since I was abroad at the time, I entrusted my wife to contact them on my behalf. Shockingly, they callously refused to assist her solely because she was not the named person on the contract.
Determined to resolve this matter, I made numerous international calls to Onestream Broadband company's customer service, only to endure endless waiting times and exorbitant costs. In a desperate attempt to establish communication, I provided my UK mobile phone number, which was on roaming, so they could reach out to me. However, their response was baffling—they claimed they were unable to make outgoing calls. Astonishingly, it was then decided that the move-over process could be completed without any call whatsoever. The sheer lack of consistency and coherence within this company is mind-boggling.
Meanwhile, on April 3rd, 2023, I received a notification from Onestream Broadband company indicating that my contract (OS10134650) was nearing its end. They gleefully informed me that if I stayed with the same tariff, my monthly cost would change to a supposedly "super low" price of £34.95 whereas I was originally paying £21.95 for the 12 months Agreement from April 2022 to May 2023. However, given the complete lack of progress in transferring my contract to my new address, I made the unfortunate decision to sign up for a new contract in my wife's name through their website. This step was taken solely to ensure that the named person on the contract would be notified when the service went live. Subsequently, I responsibly returned the old modem to them via registered parcel post, which they have received according to Royal Mail tracking site.
To my utter dismay, Onestream Broadband company continues to charge me for the old contract at a staggering amount of £60.23, despite providing no service under that contract. Adding insult to injury, their emails and text messages regarding this matter bear the "no-reply" prefix, effectively shutting down any avenue for direct response. An email to their widely advertised [email protected] returns an automatic reply with a warning that “This email address is not monitored, and therefore any email will not be responded to.” This deliberate attempt to evade accountability and disregard customer concerns is simply appalling.
Despite my loyalty to Onestream Broadband company, as evidenced by signing up for a new contract (OS10165639) at my new address, they have shown a complete lack of attention and response to most of my emails, have been charging me more that the advertised fee I signed up for, surreptitiously added McAfee AV software fees I do not and have luckily canceled after painful protests, leaving me in a state of extreme distress. Unfortunately, it seems that this company thrives on ignoring customer complaints and concerns.
It is worth noting that despite extensive efforts, I have been unable to locate their live chat service online. I demand that they provide me with the link to access this supposedly non-existent service. Additionally, I have wasted countless hours on hold, attempting to speak with their representatives over the phone, only to be met with perpetual disappointment.
Onestream Broadband company should take immediate action to rectify their failures, and provide a swift and fair resolution to these unimaginable issues. It is my sincerest hope that others will be spared from enduring such a nightmarish ordeal with a company that exhibits such an astounding level of incompetence and complete disregard for its customers.
Abdul Raaj
Reviewer
Jane
Location
Selkirk
Date
26/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Takes at least an hour to answer phone as an existing customer. Price doubled as soon as contract started. Informed I have a “ premium add on” which means that because I need an engineer to come as the service is rubbish if I cancel the add on ( I didn’t ask for , sign up for or agree to I will be charged for the service. Support only available Monday to Friday and on the phone or you can write to them.. staff on the phone are helpful with what they promise but considering I have given up trying to complain or chase up the useless service repeatedly because there is no support I would not ever recommend this company. Don’t use just because the price is competitive, it goes up immediately and doubles and you are stuck with them. I have now been told if I have had issues for more than 6 weeks there may be a solution but it’s still another 6 weeks of paying double for something that doesn’t work
Reviewer
Christina A
Location
Hove
Date
20/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Truly atrocious after the 12 month contract my bill kept increasing month on month. I have complained and still await a reply. NEVER USE THESE PEOPLE THEY ARE THIEVES.
Reviewer
Colin
Location
Manchester
Date
19/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
They took unauthorised payments out of our account leaving us with no money for food. They were totally uncaring and unhelpful saying it would take them approx a week to reimburse us. Also said they had no provision for helping customers in financial difficulty. We are pensioners and they were rude and uncaring of a problem that they caused.
Reviewer
Jacob
Location
Belfast
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Ian Blackhall
Location
Lairg
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Sarah M
Location
Caernarfon
Date
13/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Alan
Location
Worthing, sussex
Date
12/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Should NOT be allowed to run a business.
No communication - all emails are not accepted and had been waiting for hours for a reply. Someone phoned me and refused to give his name. I explained that I wanted to cancel-“oh u must phone” then hung up. Ridiculous. What they do they confirm a connection date and that if no one is there u will be charged! Tried to email - not accepted in the end i wrote snail mail to their regs address to cancel. What is wrong with society? A different worrying world
Reviewer
Andy Weaver
Location
Gloucester
Date
12/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish, don't waste your money. Worst mistake I ever made with tech. Stay away from this pathetic joke of a company.
Reviewer
Marlon
Location
Bournemouth
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking organisation to be held to ransom in the way of an agonising 12 month contract. They have been fined by ofcom in the past which still didn’t alert me to what I was letting myself in for. They lied about ending my contract which I have in writing, they still sent me a final invoice which I paid just to get them off my back. You can only contact them via chat on ( get this) Saturdays between something like 10am to 4pm!! They send an email reply saying they do not monitor the main email addresses for customer services or accounts. The most effective way to contact them in this hyper techno age is by posting a letter to them via the UK postal system using a cute little voucher called a stamp. Guess what? It’s faster than their internet, no I’m not joking, a system that is over 100 years old is the better way to get through to them. Have they not heard of the World Wide Web yet. The clue is in their shocking service, don’t let them ruin your mental health as I did.
Reviewer
Scott
Location
Shrewsbury
Date
06/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would. No customer service at all. They have increased my payments 3 times without any communication. How can a broadband provider not have an email address or support line. There live chat is never available and speed alot lower than contract stated. Still having trouble now after contract has ended
Reviewer
David
Location
North petherton
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
Reviewer
David
Location
North petherton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
Reviewer
Behnam R
Location
Bolton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not get from this company. I got a broadband for £19 P/M. Service was inactive for the first 2 months. Couldn’t cancel it. Then they started taking £23 each months. Speed is less than what they say. And after 8 months they started taking £37 per month. No phone number, no live chat. Totally fake
Reviewer
Dave
Location
Brighton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Criminals that need to be shutdown.
Unwanted optional extras that they don't allow to be cancelled.
Slow internet through out.
Over doubled my monthly payments at the end of the contract, but no way to contact them to leave.
Please, everyone in the same situation (I know there are many), raise your complaints as far as you can, including Ofcom. OneStream need to be shutdown.
Reviewer
kurian
Location
SCARBOROUGH
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
careful, very careful, no good service. account and everything is not a straight forward. everything wrong
Reviewer
Nicola Smith
Location
Bourne Lincs
Date
30/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever. Impossible to cancel your contract. Once your contract is over they ignore your requests to cancel. Takes ages to get through on the phone and when you eventually do they ask you to email and never respond and back to square one. Avoid this company at all costs.
Reviewer
Calum
Location
Dishforth
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
just now
NEW
If they look too good to be true then it is onestream! Impossible to contact anyone. Overcharged throughout. Bumped up prices with no notifications and impossible to contact anyone! Shocking company, stay well well clear of them!!
Reviewer
NJP
Location
Southampton
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took Onestream on as part of an introductory offer, and the task of unchecking hidden extras is not something I'm used to, but it appears to be a hazard when signing up to these services nowadays. I've found this out the hard way.
When there were faults in the service, an engineer was dispatched to sort it in relatively reasonable time, but I quickly discovered this is because I'd been automatically signed up for the premium service package. Other customers without it have reported difficulty even getting them to answer the phone.
Next, I find that two weeks AFTER my contract has finished and transferral to a new ISP has taken place, they bill me on behalf of Kapersky for a full year of antivirus protection, something I had zero idea would continue once out of contract. Email blurb: "The good news is your Kaspersky subscription has successfully renewed","We understand that staying protected online can be a hassle, which is why we’ve taken care of it for you. The card saved on your account has been charged £59.95 which keeps your identity safe on up to 5 devices." The tone of pseudo-helpfulness is bitterly hilarious.
All of this is intentionally deceptive, ethically disgusting, and ultimately self-defeating, because I will not only never use this company, I will also advise everyone I know against using them. The more customers they do this too, the more word will spread.
To hell with companies that act like this, because they do not deserve your business, and as reviews like this pile up, they will hopefully bankrupt themselves when customers stay away in droves.
Reviewer
Annoyed
Location
Devon
Date
28/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always drops out. Zero customer service. No staff work past 5pm weekdays. Weekends only online tech support. Never works. Zero!!!! Easily the worst Internet provider in the UK. Absolute and total rubbish. No redeeming factors at all!! Zero!!! Slower than they say. They put up the bills without informing you. Never respond to reports made. Total rubbish. DONT USE THIS IP!!!
Reviewer
Sarah
Location
Sheffield
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible experience. My time with Onestream was fine until my contract came up for renewal. When your contract is coming to an end, companies must give you 30 days' notice in case you want to go elsewhere.
One stream gave me 12 days (10 working days). after 11 days, they took a large sum of money from my account. I contacted them to say, "nope, I'm going elsewhere."
They promised to run to the end of the contract and then refund any money owed to me in 30 days.
2 months have now passed, and there's no money, plus they took a further large payment out of my account in May because "it hadn't been 30 days yet since I'd cancelled my contract."
For clarity, I wasn't cancelling, the contract had come to an end, and they didn't give me 30 notice.
I'm six calls and countless emails into resolving this. With no outcome.
Onestream promised to waive that I hadn't given them 30 days' notice because they hadn't given me 30 days' notice. But the refund they are offering isn't in line with this, even after I've clarified what they are going to pay me in writing. It's like they are trying it on.
I'm still having to fight, and as you can appreciate, we are in a cost-of-living crisis, and I need the money that is owed to me.
This company is bad. Avoid.
Reviewer
Kerry Williams
Location
West Wales
Date
25/05/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
Reviewer
George
Location
Cambridgeshire
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Atrocious customer service, inaccessible call centre.
Continually tried to make additional charges to the account and threatened default notices.
Avoid at all costs.
Reviewer
Abi
Location
Rochdale
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
IT'S NOT WORTH IT
Ok so firstly if you have really bad luck and sign up with this company make sure you ring up IMMEDIATELY and cancel all the additional costs they add on in the print. I did this and still ended up paying more a a month after a 'free trial' for something ended which i definitely cancelled way ahead of time.
The people on the phone are really lovely and they help out quickly but the wifi is absolutely horrendous.
It drops out every 5 minutes I'm not even joking, I can't do zoom calls for work in the next room to the router. When I asked about it they literally said
"We can't guarantee connection"
So basically, they can provide you with the worst wifi ever, charge you for it and get away with not fulfilling your contract.
Can't wait to finish with this company
Reviewer
Adam
Location
South Croydon
Date
23/05/2023
Comments:
45 minutes to get through. Sometimes an hour.
Canceled my service in 2 hours after buying because bt gave me a good deal.
They took my service regardless without my consent but had cancelled all delivery of router etc. Therefore I had no internet or service for 3 days. I then told them to grant me free access until BT took it back.
That takes 2-3 weeks. They cancelled the temp internet after 1 week saying it would be another two to getting it back on. They are a shame, crooks and all over the place.
Reviewer
Anne
Location
Derbyshire
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband has always been bad for 2 years but we have put up with it. They ignore emails regarding cancelling and make it hard to do so. Will never use again
Reviewer
hayley girardier
Location
derby
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
truly dreadful, hardly any internet when you ring they just want to charge you for new hub extras etc... its all about the money with these guys, also started ay £28 a month less than 6 months later its £40.11 ! read small print people.
Reviewer
Sandra Thompson
Location
Heywood
Date
19/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolute rubbish my contract states 19 a month there taking £26+. And £34+forms fee security I never asked for Ime nearly 80 Ime going to cancel and look elsewhere only been with them 3month had enough
Reviewer
Charlotte
Location
Cambridgeshire
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Susan Cross
Location
Wirral
Date
15/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Pw
Location
England
Date
14/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Monika Glowacki
Location
Prestonpans
Date
11/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am incredibly disappointed with the services provided by OneStream. Throughout the duration of the contract, they drastically increased the prices of their service without any valid explanation or justification. This kind of behavior is highly unacceptable.
One of the biggest issues I encountered was the near impossibility of reaching their customer service department. Attempting to contact them is an exercise in frustration - the hours spent waiting on hold often end with disconnections. This lack of accessibility makes it incredibly challenging to address any concerns or resolve issues.
When I finally decided to terminate my services, I did so during an online chat conversation with one of their consultants. I received confirmation that the service would be disconnected on a specific date. However, to my surprise, the company continued to charge me for services rendered even after the agreed-upon disconnection date. This is a clear display of their dishonesty and a complete disregard for their customers.
Overall, I would not recommend OneStream to anyone. Their terrible customer service and unethical practices make it very difficult to use their services. There are many other internet service providers out there that are more reliable and professional.
Reviewer
Daniel
Location
Barking
Date
05/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Onestream is the worst broadband provider in the whole of the UK. Avoid them by all means. The service is poor and when I moved house midcontract, they want me to pay £201 for termination of contract. Avoid by all means please.
Reviewer
Peter
Location
Camberley area
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over a week late in 'go live' and virtually impossible to contact - can only phone and they are always 'experiencing a high volume of calls' so it take over 30 minutes to get through and still no satisfaction. Big mistake! Yest they had 4 stars on trustpilot but I don't understand how!
Reviewer
George
Location
London
Date
03/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can honestly say this is the worst WiFI I've ever used. It can't handle more than one person working, I drop off on calls, the lag on calls is appalling and they don't fix the issues. I've just tried to leave as I can't get it to work and they're now saying they will still make me pay for the rest of the service now even though they have provided me an awful service for nearly a year. Not good enough and avoid.
Reviewer
Sylwia
Location
Mold
Date
02/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of the worst broadband companies I have ever seen. They overcharging you for service with is not great, very poor customer service if you ever get hold of them. Live chat do not exist and if you try to call them be prepared to wait minimum 3h on line.
Reviewer
R Evans
Location
North Wales
Date
28/04/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I joined Onestream from TalkTalk because it was cheaper.
I didn't get off to a great start, the connection kept on dropping out and it was really slow.
I'm not the sort of person who normally complains, but I emailed their support and they arranged a BT engineer to come out. Communication wasn't amazing as I wasn't expecting him, he just turned up on a Saturday afternoon - this was the same week.
Anyway, he was up the ladders and re-did the cables, but that fixed it and I have great speed and stability.
I also cancelled my McAfee via email as I had already purchased Sophos email, but, they weren't pushy at me keeping McAfee.
All great now.
Reviewer
AngeM
Location
North Yorkshire
Date
28/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
2 years of poor, slow connection. Poor customer service, lack of interest in resolving slow connection. Now when trying to end the contract 2 months in still no resolution and the cost has doubled since the start. I would never be able to recommend this company. Worst provider of internet services I’ve ever used!
Reviewer
Chris
Location
Shoreham by sea
Date
27/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company i have ever dealt with in my life. Did a home move with the onestream a month ago. Still no service. One email from them 3 weeks into the delay. 8 phone calls (on hold 20 mins + every time) from me to chase and find out whats happening. After a month they give me another go live date but send the engineers to my old address and have to send the job back. Completely inept. Avoid at all costs
Reviewer
Paul
Location
Cheshire
Date
27/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Confirmation email states total monthly price. Company tried to add VAT to this!
Compulsory upsell addons not removed from bill despite having followed procedure. Further action to ensure this was necessary.
Inflation increase added to the notional full price of the product which was never paid. Original fixed discount then applied meaning that increase was higher than contract. And VAT was still added!
Resolved by discount back to original price, but so much trouble to sort it all out
Reviewer
Steve
Location
Surrey
Date
25/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Truly horrendous! Particularly in the last year, multiple attempts to force you into added "extras" at additional costs. Forcing you to actively cancel them. No customer service at all. Have tried to contact them three times. Avoid !
Reviewer
Lindsey prodger
Location
Worcestershire
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You reviewed Onestream
Lindsey prodger
0 reviews
GB
Rated 1 out of 5 stars
Absolute joke of a company placed an…
Absolute joke of a company placed an order online for broadband and phone for £16.99 then when order processed it changed to full fibre and no phone had to pay £18 more which I reluctantly agreed as sold on really fast 75 plus speed, engineer booked for end of Jan then cancelled and rebooked for 14th of February who was a no show then had the cheek to say called but nobody was in which was a complete lie as nothing on video door bell plus 2 people in house waiting from 8-3 who heard nothing. The 3rd booking finally took place on 16th of March and installation completed or so they claim.
Yet my internet speed is 25-35max depending on time of day, no digital phone calls available even though being charged for them and to make matters worse my other basic broadband and separate phone line to my annex has gone really slow internet and the phone line has been disconnected.
I have raised 5 complaints in total now and had various empty promises from team leaders to complaints management and still left in this situation complete joke if a company stay well clear.
I can’t even leave this company as nobody will even come back to me. Ombudsman notified who say I must get them to sort out the issue.
Reviewer
cotu
Location
High Wycombe
Date
19/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Contractual trickery and subtefuge.
All my fault but leaves a nasty taste in the mouth. After a year I'd say the broadband itself was pretty reliable but not above the minimum guaranteed - more fool me for not doing something about it. Plus only at renewal did I notice the tricky way they added 'Onestream Assured' and took an extra £4/month for next to nothing. And cancelling was an awful experience which of course I didn't allow the 30 notice period for.
Reviewer
Andy clover
Location
Canterbury
Date
17/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ever slow speeds customer service terrible avoid my 12m contract is just ending thank God
Reviewer
Nick
Location
London
Date
16/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely the worst internet service and line quality I have experienced in my 30 years on this planet. I was quite sure it was just a hamster on a wheel keeping the connection going. Would be better off getting two tin cans and a rope to shout down the packets of information.
Reviewer
Meg
Location
Belfast
Date
16/04/2023
Comments:
The absolute pits of a company! - wish I had of read these reviews before I got involved.
Scammers that get away with dodgy dealings - AVOID!!
Reviewer
Christo
Location
Haddington
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really terrible overall service quality. This includes line speed, internet reliability, phone, live support and billing. I have only had my service for 4 months. OneStream would not give me a service without a contract. I have reported slow speeds and intermittent connectivity 4 times already and every time I get told it's my WIFI. I then proceed to explain that the test was done with all other devices kicked off my WIFI and that my device used for testing is directly connected via CAT cable. Not once have I had someone contact me to actually follow up on this. Today I phoned in to cancel and I get a £233 cancellation fee. This also does not mean that I can keep my router. What exactly is this cancellation fee for if I was not getting the download/upload speeds as promised? You guys have seriously let me down and so have they with many others!
Reviewer
sarah
Location
Brentwood
Date
11/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Please read all the reviews, they speak the truth. Dreadful customer service and price increases without notice or explaination what for, then you can't get in contact with them.
Reviewer
Girdon
Location
Buckinghamshire
Date
11/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful. I’ve just supposedly gone live with this lot… They don’t work weekends and limited hours on weekdays. Nothing works… Trying to call them is impossible; you just hang on endlessly and then just get cut off.., or in the unlikely event that someone answers, they are just clueless. I’m going to cancel. What a nightmare.
Reviewer
Gethin
Location
Tewkesbury
Date
10/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appallingly bad. Non existent customer support. 3mb/s on 60mb service.Sign you up for all sorts of things you didn't ask for. Avoid like the plague
Reviewer
Rox
Location
Tunbridge wells
Date
07/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Phoned them to cancel the mcafee security before the free trail ran out. The man on the phone was VERY pushy for me to keep it and wouldn't take no for answer. In the end I said just cancel it, I do not want it and he huffed and puffed and said OK I will put a note on your account. Thought that would be it..........oh no! The money came out of my account making me overdrawn and paying bank fees. Don't think they seem to realise people nowadays are living pay packet to pay packet amd don't have the extra money. Have only been with them 6 weeks and regretting it already. Also couldn't find anything on line to cancel the mcafee otherwise I would of done it that way rather than talking to someone who made me feel bad for not having the extra money to pay for something I don't want.
Reviewer
Cross
Location
Wirral
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Utterly dreadful. Very slow speed , can’t contact them and just had price increase to £28.50. Son pays less with SKY with literally 10x faster speed. Can’t even find out how long my contract is, will be off ASAP. Definitely contacting Ombudsman . Appalling company . Should be closed down
Reviewer
P Cowell
Location
Wiltshire
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
They try and twist things so you're not clear about how much you're going to pay. I signed up to Onesteam as a price comparison website said that it would be £16.95 a month. As far as I knew that was all I signed up for. I could have stayed with my old company for £18.99.
Then I saw the small print which was in light grey so harder to read, said they would only charge that for 2 months, and then charge a lot more to include a Kapersky virus scammer and other things such as Onestream Assured, whatever that is, unless you phone them to cancel those extras. I thought that I was on the ball and asked for all the extra charges than £16.95 to be stopped and they agreed they would. They also charge more for the first month for some reason, plus £9.95 delivery charge, so you don't realise exactly how much you will get charged the next month. Then when I realised I was going to be charged £20.90 a month, I phoned them to ask why, and they said I must have clicked on for the superfast router. Yet I've never had such slow broadband in my life. I said I didn't need a superfast router anyway, and some rude wide boy said it was what I clicked on and it's too late to do anything about it now. I asked for advice if I even need a superfast router and they wouldn't help. I live alone in a studio flat, so don't think I need it.
Then one month before my year contract finished they suddenly took out £26 from my bank account, saying they're allowed to suddenly increase the prices equal to the Retail Prices Index . When I asked if I cancel the service at the end of the contract in a month, how much extra she would charge me for doing that, knowing their history of taking money I wasn't aware of before, they kept saying they didn't know. They're really dodgy and trained to never give you a straight answer. I said it was their job to make it clear what I'm signing up for and how much they were going to take, and then she said they would probably take out around £40 for cancelling their service but it might be more but she can't give me a straight answer, despite my contract being finished that month anyway. Writing this to warn others.
Plus I don't think the superfast router that I'm paying more for works, as my broadband sometimes lags.
Reviewer
Karen walsh
Location
Belfast
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
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
Reviewer
Mike r
Location
Wiltshire
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful, go elsewhere. Only joined in November at £19-95 now they want £29, nearly 30% increase, Internet keeps buffering and trying to contact them is nightmare. Roll on December so I can leave
Reviewer
W Perry
Location
Matlock
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
A terrible experience that I cannot recommend. The customer service has always said the right things but then never followed through. I was overcharged and it wasn't until 6 months after the contract started it got sorted and all the promises of refunding money, etc never happened. The broadband speed was initially good but has got slower and slower until it is now less than 1/6 of what I should be getting. There helpline takes an age to get through on and they just don't seem to know how to fix the slow speeds. Avoifd at all costs!
Reviewer
Ralph
Location
Norfolk
Date
02/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Same issues as many other people. Wifi in the house, pathetic. Drops out all the time. Can't watch catch up. Phoned many times and followed instructions. Now told, nothing else to do but buy a mesh system. So more expense to prop up their poor performance. To cap it all, now been charged for the McAfee which was told at the beginning it would not be charged for. Totally regret gong to Onestream. Big bad mistake.
Reviewer
Graham
Location
Caerphilly
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 18 month contract with onesteam started at £21 in june 2022 and today it is now £33 without notice. The speeds are so slow i could hardly turn a page on google news on my mobile phone and the pictures often wouldnt show up. Roku stick didnt have enough power to work at all on my tv. If i could turn clock back id never have chosen this company. Often i have no broadband at all and have to unplug the router box . Im a pensioner on a limited budget im afraid im stuck with this mob until later this year when i can then look for a decent company for my broadband service.
Reviewer
Lau
Location
Cambridgeshire
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague, terrible company with hidden charges and now they've increased the price mid-contract by 26%...
Reviewer
Asad
Location
Newcastle upon Tyne
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had to call them repeatedly due to slow speeds and dropping connection, they keep promising discount on the next bill but never actually apply the discount.
Can't leave them soon enough.
Reviewer
Jim
Location
Devon
Date
29/03/2023
Comments:
Appalling company, impossible to contact, add absolute sh*t onto the bill without permission, consistently drops out. Everyone should go to the ombudsman, they'll sort it in the end.
Reviewer
John
Location
Rawlinson
Date
28/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After 3 months the broadband speed dropped and so as I have an older laptop I struggle picking up the WiFi. As on more than one occasion for the refund for a antivirus that I do not need, 6 months on still waiting. I would not recommend Onestream.
Reviewer
Andy c
Location
Canterbury
Date
27/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total shambles download 1.5 upload .06 buffering trying to get to speak to someone impossible and the price has gone up I'm out of contract soon happy days people beware thus is a crap company that does not do as promised
Reviewer
Byronix
Location
South Woodham Ferrers
Date
21/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute shamble of a company. The broadband speed is appalling as checked using the Openreach test says the download speed is 49 Mbps, whereas Openreach says 5.5 Mbps. When using Amazon fireTV, it keeps stopping and restarting, so it's definitely not right! No discount on the broadband speed as their software says it's OK! What bulls..t
Now they are also putting up the annual price, by 17.3% - wtf! It's in their terms and conditions, so there's no chance to argue this (rate of inflation plus 3.9%). So how does a monthly bill of £23.21 got to £28.71 (£5.50)? £23.21+17.3% is £4.02 ... its because they offer you a price, discount it, add vat but don't still give you the same percentage discount!
Stay clear
Reviewer
AJW
Location
South West England
Date
20/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid! Almost impossible to contact. Onestream supposedly removed an added value service that is pure profit, discovered it has been billed every month. 66% price increase after year one to £46.33 per month. Ofcom complaint for breach of licence to be submitted
Reviewer
David
Location
Canterbury
Date
20/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable service poor customer service. When you contact get told get connection speed when it so poor. My mobile provider is twice as fast. Very difficult to get information regarding leaving and details of account
Reviewer
Muhammad
Location
Manchester
Date
17/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could give less than 1 star, what a pathetic & expensive service. Poorest customer service I hv ever experience.
Reviewer
Simon Beal
Location
Lincolnshire
Date
04/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not even sure they still trade - virtually impossible to contact, ignore emails, very long waits on the phone, an "online chat" facility that's only available on a Saturday, (and then can't be found) charge when they shouldn't... the list goes on. They may be cheap, but buyer beware.
Reviewer
John
Location
Rawlinson
Date
02/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good broadband service. However when it comes to getting a refund for an antivirus that I do not require getting back the money taken from my account seems impossible. Once my contract is finished I will not be renewing my contact with Onestream.
Reviewer
Paola Montoya
Location
Wales
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Don’t fall for the cheap price. Is horrible try to contact them. No effort to care for the customer, they only care to take your money monthly. They have an “Early termination fee” they don’t establish in their welcome email. You cannot know how much is it so they can put the prices up as much as they want. This is ilegal and they don’t inform the customer. Scammers! Don’t use them!!
Reviewer
Chris Chalkley
Location
Marlow
Date
17/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I can see that up until Onestream I had always had good service with other suppliers because Onestream is terrible.
Right from the start the connection would drop out randomly through the day and now 11 months later it still does. Some nights it makes watching any streaming content totally impractical.
On occasion I used to do a little gaming but again because of the random dropped connection it can really ruin online gaming experience.
Service (what service!), We have made a lot of calls to Onestream talked to their operators and engineer several times. We tried everything they told us including a new router, wired and unwired connections and turning everything off and on. No fix. They will not countenance letting us out of contract and just give use the run around between the operators and the engineer.
Awful.
Reviewer
Paul doughty
Location
Tn339ax
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company defraudulent
Every complaint people are saying is and my experience with them
Once they are into your bank account they take what they like and make up charges as they go along
DO NOT USE THEM
Reviewer
Rob
Location
Deal
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with the company around eight weeks.
An engineer has had to call four times.
The service was down all through Christmas, and now down during the week of half term too.
They refuse to discuss letting me terminate my contract and have said if I want to leave I must buy out the rest of my contract.
I'm left with no choice - as any parent with children will tell you - a holiday with no internet, so no netflix, amazon, tv etc - along with no ability to work from home - isn't even vaguely pratical.
Avoid at all costs.
Reviewer
a
Location
portsmouth
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible experience! Stay away from this company. It took more than one month to fix the internet problem with. Then, they do everything to not let me to cancel my contract. Today, I had my 5th call with them since 23rd December 2022, they don't cancel the contract but continue to billing. I say I want to cancel my contract, they say : let's check your internet speed... Let's give you another router... etc.. etc...
I will probably end up at court with them.
Reviewer
Ashlee
Location
London
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give this company a minus rating it would be in quadruple figures. The connection constantly dropped out. Signed up to pay £17.99 a month, they then charge extra for the router and add on McAfee security without your consent at another £9.99. My bill then came to over £30. None of the invoices or charges ever made sense. Was on hold for over an hour to speak to customer services. Tried cancelling as I moved and it never worked anyway, they said it would cost £180 or £60 to change the address. They then said if I take out a new contract at a higher cost they will transfer it for free. Reluctantly agreed, they gave me no cooling off period when attempting to cancel this contract. After spending in total about 8 hours on hold I finally spoke to a "Team Leader" who agreed to cancel the contract (this being after multiple calls and told something different each time I called) This was in Oct, it's now January and they are still attempting to take money from my account. First £120, then £98 now another £97. They still send me bills which again make absolutely no sense. The team leader is called Blake Rowland who told me it was cancelled. I've informed him of the multiple attempts at taking the money which he said he would sort, he obviously hasn't. AVOID this company at all costs. I have reported them to Trading standards, Ofcom and Ombudsman.
Reviewer
Paul doughty
Location
Crowhurst
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company
Completely non transparent on their deals and charges
Can’t get the same answer twice if you speak to them
They take additional charges on your credit card without telling you
The promised signal is nearly always less
Reviewer
Dan
Location
Barnsley
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the worst. I signed up as sounded a good deal, within a week my speed was down to on a good day 4mb but usually 1mb. I spoke to them and they would say wasn't a problem at their end. I upgraded my router at an additional cost to improve it. Didn't work was told by customer service I could cancel my contract. Moved to Sky where i now get 500mb for £10 more a month. Now Onestream are threatening me with CCJ for £192 that I will not be paying. Horrible company avoid!!!
Reviewer
Arran
Location
Bolton
Date
30/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The worst company I've ever had the misfortune to deal with, they load your bill with extras that you are opted into without your consent. These are free for 2 months, presumably so that people will be unaware of the increase until it's too late, I only became aware of this by chance when I came across the dozens of poor reviews from people with the same experience. I'm currently stuck with a bog standard router I didn't want or ask for that I'm going to be forced to pay nearly £50 a year for and that at the end of my contract I'll have to return at my own expense. I was informed that if I want to end my contract early I'll have to pay the entirety of the contract in full.
Customer 'service' was just plain aggressive and unhelpful.
Hopefully this review can save somebody the dreadful experience i've had, as well as a not insignificant amount of money.
Reviewer
Richard Edwards
Location
Eastbourne
Date
28/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just Dont do...
im so annoyed now
They advertised £19.95 a month service, its a con
you cant access account details, change account setup online, can only ever be done via online chat at weekends or over the phone
they set you up with a £30per year antivirus package without authorization,they tell you, you have to cancel package before they debit your account and just take money from account,
they even charge an extra £3.99 for some assured service, but how can you cancel that, after theyve taken money by direct debit.then only by contacting them
then they charge you £10 for cancelled direct debit and no dd payments
bunch of cowboys will fleece, avoid at all cost
Reviewer
RichGB
Location
Midlands
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish I had seen these reviews first, I thought Vodafone were bad Onestream are far worse, Many Many Broadband outages for no reason, no problems with other suppliers, slow speeds, extras added onto the bill that you have to fight to get back, luckily only 12 month contract so can cancelled asap to never return.
Reviewer
Renata
Location
Desborough
Date
24/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
About Onestream, let me think????? If I could they will have 0 stars. No communications from their side. Internet is sh.... just few meters from router is disconneting. Taking more money without informing for what and when will be taken. My promotional offer was finishing and did not realize till my DD was taken with higher amount (did not receive email with information that my promotional period is coming to the end), so I have missed DD. Few days later receive txt msg that bill need to be paid ASAP but with missed DD fee which is £10. I have called and informed that will pay in few days my bill. They suspended my internet literally 5 DAYS after missing DD. So while on call with information that I will pay in few days I have asked what is the best offer they can do for me, just to be told they cannot say anything till my bill is settled. So I have decided to cancel their services. Next day after the call I have received email with information that my promotional offer is finnishing in 3 DAYS and the best offer what they can do will be DOUBLE what i was paying. When I settled my outstanding bill I said I would like to cancel their services but because bill was paid till the end of month I said to cancel at the end of month. So few days later I have surprise NO INTERNET. Another phonecall to them and just to be told it has gone through cancelling department and they cancel my services (at that day I had still 12-13 days left of the month). Few days later I have received some money back. I have send email with complain why just only this amount, their response was that there were added additional fees £10 for missed DD and £15 for broadband being suspended. AVOID with any cost
Reviewer
Stewart Menzies
Location
Scotland
Date
23/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please please do not sign up to Onestream. I tried to cancel after the first week as the Wi-Fi kept crashing. They said there was a months trial period but after contacting them to cancel no one got back to me. I eventually got a threatening bill for £75. I eventually got through to Christian Headley who gave me his email address and said he could see it was cancelled within the trial period so he would inform the payments department. So fast forward to last week I got a final demand notice for £45.78 which I decided to pay to get rid of them. I could not pay this bill via their online payment system as it didn’t work. I tried calling the number they gave for their payments department at least 10 times (for at least an hour) and couldn’t get through. I now have had a bill sent telling me I have a note put on my credit file and it will affect my credit score for something that clearly isn’t my fault. Onestream do not answer emails, the online chat doesn’t work, no one from customer service answers the phone and the online payment system does not work. I am absolutely disgusted and livid by the way I have been treated by them. Please please avoid this company at all costs!!!
Reviewer
Louis
Location
London
Date
23/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unscrupulous, cheats, liars. Avoid at all cost.
I joined paying £18 for first 6 months and by the end I was paying £42 a month. Extremely sly price increases (burying announced price increases in the fourth paragraph in an email). Then no emailed statements. Internet speeds were often awful - not unusual to have 2mb download speeds. Then I spotted they require the router to be returned after the contract ends - again buried in an email which could be easily overlooked, and so I dread to think what the fine would be if I didn't return it.
Not sure how they're permitted to trade and sell their products as they do.
Reviewer
Dave
Location
Telford
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thankfully cancelled prior to connection, ascending prices, no mention of the McAfee and other add ons. Despite insisting I cancel still kept getting progress emails etc then a router turned turned up. Told them to return to sender then a long expletive filled email as I was at the end of my tether. Avoid at all costs, the reviews are true!!
Reviewer
Anna
Location
London
Date
17/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service ever I deal with.After 18months contract decided to switch with other provider.My agreement with Onestream finishing on 29.01.23 from 5th Jan try to call them and give them a notice I'm leaving, finally on 16th after not very nice conversation with rude customer service staff I was able to stop my service will onestream I ve been told that my account and broadband service will be closed on 16thFeb - what they did they cut me off the same day,no broadband,no service - they didn't even bother to wait until other provider will overtake me.WTF I rang them next day to check why I was disconnected the same day I told them I'm leaving -what I heard was ,yes your account was closed immediately so we cut you off ? Why immediately?If you want to be switched back you need to pay early cancellations fee? Its nonsense.D Don't recommended Onestream to anyone.
Reviewer
Gary Lloyd
Location
Chester
Date
16/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Dreadful company, if having a reliable broadband connection is important to you please use a different supplier.
Despite accepting that there is issues on the line which they've had weeks to fix - they just blame openreach and refuse to let me leave without penalty even though they know the line is still at fault and dropping most days.
Similar to other reviews, they have an attitude of me being stuck with the contact even though its not working, which is really immoral,
Having to pay for extra data daily on my phone so that I can work from home for the charity i volunteer for - which can't carry on so until I can move provider I can't help suicidal people
Reviewer
Joyce
Location
Bradford
Date
14/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst company I have ever dealt with. Offer you a deal then keeping changing the goalposts. Adding on extra charges for products not required, then after offering 12 months at a fixed price and after agreeing,they then add it has to be a 24 month contact and second year is double the price! Advised 14-16 days connection followed by an email saying an engineer has to come out first which will be in 4 weeks.Now trying to charge me over £500 cancellation despite cancelling same day I received details
Reviewer
BK
Location
BK
Date
12/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WORST MOST INCOMPETENT COMPANY IN THE WORLD!!!! If I could describe the hate!!! I have for this company!!!! Save your self!!!! Stay away!!!!
Reviewer
John cross
Location
Sleaford
Date
12/01/2023
Comments:
They aren't worth any stars!!
The worst company possible. bad service provided and threats from them for monies after I'd left, I didn't owe them money.
Use at your peril!!
Reviewer
samah aweis
Location
Dorset
Date
12/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible experience.
Since it was installed, the internet is very slow and keep breaking. I contacted the company in one month and I have got a visit to find that the router is faulty and they contacted the company in front of me with this. one months awaiting router that was never send, so called company to cancel as I never had the contracted speed and not fixing the problem. they refused as they must get 8 weeks to resolve the problem ! of course never refunded the time with poor service as promised.
I moved address, still with no new router, to find out that engineers can't install internet in my new flat ( had 2 visits). contacted customer service and had a very friendly treatment and decision to cancel with no penalty because of exceptional circumstances and the customer service person even asked me to write a review with his name ( which I did ). I cancelled my direct debt after receiving email with cancellation with no further billing. had calls from the company few days after trying to cancel the cancellation ! even sending bill to my old address. and still charging me via backup payment which I disputed with my bank.
Literally worst internet service I ever had. Company doesn't honer their part of the contract by decent service, fixing problems or their own resolution to problems.
Would recommend more know and trusted broadband providers.
Reviewer
Kade Heckel
Location
Brighton
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst experience with a business I've ever had. 1. A "system glitch" caused them to fail to ship my router on time, their direct rldebit system repeatedly failed to charge my account and then they did not give me a deadline to make up the payment before terminating my account and billing me £300. Their customer service over phone is awful and you will wait over an hour for an agent. I once emailed a complaint and instead of recev8ng a response in 3 days it tool 3 weeks. Do not give them your business and tell all of your friends to avoid them. This company does not deserve to be in business.
Reviewer
Geoff H
Location
Newcastle
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good Points
Actually not terrible for basic internet connection. Resell vodafone so performance is generally good.
Bad Points
Terrible billing practices. Lots of extras you need to spend time canceling
Cancellation process in general - Billing department who is happy to charge but refuses to provide invoices.Terrible escalation process - You might as well talk to a brickwall
Thankfully ability to dispute charges via Bank when providing evidence of shoddy customer service.
Totally backward company - How they are still in business baffles me - AVOID
Reviewer
Dayvd
Location
Canterbury
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Must be one of the poorest provider I have ever used, connection slow and often falls out.on contacting their office they check broadband speed and say everything okay???
Reviewer
Besterah
Location
London
Date
31/12/2022
Comments:
Absolutely awful customer service. overcharge without informing you, no communication at all. Moved to an alternative broaband provider when my contract ended and they still charged me even though I never used their service and refused to refund me even though I moved services outside of minimum contract. Rude customer service antd not helpful. Will report to ombudsman and ofcom
Reviewer
Pharrella
Location
London
Date
30/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst, WORST!!!! 5 months contract I’ve ever had with any company! The agreements was £19.99 a month & yet every month I was charged over £30. Last bill was even £55. Missed a payment to make sure my bill was £19.99 and now I owe them £151!!!! STAY CLEAR!!!! Seems like around Xmas times, they’ll looking for money
Reviewer
Lynsey
Location
Shropshire
Date
28/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Haydn
Location
Oakdale
Date
26/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Awful company with terrible customer service, addons that are hard to remove and a service that is hit or miss.
They are cheap for a reason, that reason being they are shockingly bad. I had to fight for months to get money back from a service I had cancelled.
Please do not use this company if you're trying to save money. Read the reviews, most are bad because it's true. Pay that little extra and get a better service.
Reviewer
Mark Boden
Location
Blackpool
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Thankfully canceled service before it went live. I was receiving emails from them stating my details had been leaked on the "darkweb" and needed the McAfee packages. Was charged to C/C even though service cancelled. (Thankfully c/c company refunded)
Reviewer
Glenn
Location
Oxford
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As others have said This organisation is at the bottom of a pile and not of Broadband providers. Had I known their affiliation with Vodafone(y) I would not have bothered. Clearly failure in the UK is the only notice they will understand. Don't wait pull the plug as soon as you can.
Reviewer
geedi
Location
Ealing
Date
18/12/2022
Comments:
This is the worst internet provider I have ever had. The internet is bad that you can't watch anything and their is no one answering you emails. They charge you more money than your contract is and if you contact them they will tell you that you will get your money back but they still charge you more. This is a scam and they store your card details so they take the money if you stop the direct debit. Their so-called live chat doesn't even work. Alla and all it is bad for everything
Reviewer
Ray Coombd
Location
Cornwall
Date
13/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Onestream Broadband is okay but their customer service is absolutely atrocious and bar far the worst I have experienced in 21 years of being online.
Reviewer
Dario
Location
West Ealing
Date
12/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid ! avoid !
Last three month they customer servise try best to sort out my line but no effort at all nothing come better.
Customer service awful waiting and waiting and waiting.
Never again.
Reviewer
Eddy
Location
London
Date
10/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly, the worst company (not just broadband provider) I have ever dealt with.
Sneak in addition charges a few months even when you explicitly ask not to add them.
Cheap router, slow speeds (under contracted), TERRIBLE customer support.
My calls were not answered, they quickly scrapped live chat after everyone found out how bad they were and then they send emails from do not reply addresses.
Whoever set this up is a fraud.
Reviewer
Lyndsey
Location
Bolton
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst internet company I have ever come across, customer service is non existent.
First they try to charge you all sorts of add ons that you don’t want, then the signal and internet speeds are terrible. I live in a 2 bed terrace and sometimes couldn’t get a signal right next to the box.
They refused to accept this and I was awaiting responses for weeks at a time.
Finally i decided to cancel which they were not for allowing and told me I was wasting my time referring my case to the ombudsman. I ended up having to end the call as they tried to strong hold me into staying in my contract where i wasn’t getting a service!
Now they are charging me £16 for cancelling my direct debit and a months bill (which they sent late and are now charging me a late fee for) after I asked for a final bill so i could contend it.
DO NOT USE THIS COMPANY
THEY WILL NOT PROVIDE YOU THE SERVICE YOU NEED AND THEY WILL CHARGE YOU FOR THINGS YOU DONT ASK FOR.
Reviewer
Emil
Location
Barnsley
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unless you want a mental breakdown PLEASE STAY AWAY FROM THIS COMPANY. They are the worst company ever in history, I honestly don’t know how they’re still trading
Reviewer
Mr Mellor
Location
Stoke
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The bill went from £25 pm to ££33 pm with out notification
Reviewer
Kathryn Palmer
Location
Worcester
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Router keeps loosing broadband connection,price increase with no notification. Only automated reply to email, waiting for long time to get to talk to someone on phone,just given up.Apalling customer service
Reviewer
Paul
Location
Nottingham
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very bad practices preventing people easily ending contracts. Still not able to confirm my cancellation and reluctant to send any written confirmation of this.
When offered an 18 month contract one presumes it's for no more than this period but that's definitely not the case with Onestream!
Reviewer
Sara A
Location
Midlands
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Whatever you do, dont sign up with these clowns. They opted me into some insurance policy that I insisted they could not do without my consent, They have been taking the money and are refusing to respond to my complaints - ombudsman here we come
Reviewer
Ben
Location
Suffolk
Date
30/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking, I would like to call them a company but fraudsters is probably more fitting, these people will do everything to take your money and nothing to help there’s a reason why they’re cheap! Do not fall for it I did worse choice ever!
Even after the contract has ended they won’t let you leave and keep taking demanding money.
Reviewer
Nick
Location
Margate
Date
10/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Bob
Location
Norwich
Date
08/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Definitely NOT recommended. Signed up to an 18 month contract for 22.50 per month and ended up paying nearly £30 per month by end of it. Extras added on that I had not requested - apparently an email was sent advising of charges and right to cancel, I have no record of any email. Admittedly I didn't always notice the amount being taken from my account but if you're signed up for a set amount each month you shouldn't need to. Decided just to change provider when contract ended only to receive an email telling me I'll be subject to early termination charges. As a result I phone them and just get the hard sell trying to convince me to stay with them. The broadband service received during the contract was not reliable, we frequently had to restart the router and devices to get connection. They need to improve the service on offer and be more transparent about charges.
Reviewer
Sarah
Location
Shropshire
Date
07/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Chie
Location
London
Date
03/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Once DD is set up, they will put on some free trials of something for the month without consent, then start charging for it straight after. They don't email the invoice so the monthly charge is doubled for months by the time you realise. Then you'd be waiting for days and hours to speak to someone who says they will get back to you or refund, but they don't. Impossible to reach out. They literally ignore your request of cancellation (I have spoken to 3 agents) and make it impossible to leave them. They keep making up email addresses for claims, where no human replys. I sent the router back - it came back as "address gone away".
Reviewer
Fres
Location
Boston
Date
02/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
A load of crooks, very good at threats but don't listen.keep away, don't have anything to do with them
Reviewer
Jasper
Location
Bristol
Date
31/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
- I was promised wifi on the 5th of September, still no connection by the 24th of October.
- Impossible to contact them, unless you're threatening to cancel.
- They automatically sign you up (without your consent) to a £30 per month Kaspersky service.
- Charged me a £60 engineering fee in which nothing happened.
I was able to cancel my the contract as I was within the 2 weeks of the 'go live date' and threatened to contact the Communications Ombudsman.
Do not go near this company.
** CONTACT THE COMMUNICATIONS OMBUDSMAN IF YOU'RE STUCK WITH THESE CROOKS **
Reviewer
DNB
Location
Suffolk
Date
30/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I ordered fibre service from OSB as we have a limited choice in this area and special deal was offered. Internet was fast but kept dropping and I had critical need for reliability. I had no responses from customer service by email or phone - just kept ringing unanswered - so we cancelled within 14 days guarantee. OSB took a DD anyway, when I disputed that they charged my credit card. again I disputed.
Very poor communication about service issues, but absolutely rabid about chasing payment. Now threatened with debt collectors and CCJ.
IMHO a company to avoid doing business with.
Reviewer
James Cowan
Location
Nottingham
Date
27/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely hopeless.
They take extra money from your account without telling you.
They increase your monthly fee without telling you.
Contacted customer service. No reply.
Contacted one of their directors (Andy Powell). No reply.
Constant buffering when trying to watch streams.
Avoid like the plague!
Reviewer
Marek Jesensky
Location
wakefield
Date
26/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Scam company...charge 29.95 for Kaspersky antivirus without telling you...will not refund
Reviewer
Dan Marr
Location
West Midlands
Date
24/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Klaudia
Location
Hereford
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
worst company. I had a contract for £ 22 a month but I never paid this amount because they immediately raised my direct debit to £ 26 a month and only for 4 months because after that I had to pay £ 30! luckily my contract is about to expire, but as a loyal customer I got a great deal for only £ 39 per month !!!!
Reviewer
Andrea
Location
London
Date
15/10/2022
Comments:
It worked well for the 1st 2wks but it cut off service. Spoke to Alex who promised it would be fixed at the box (where allegedly the fault is) and obviously that was a lie. Spoke to someone else about closing my account and he was super rude.
So, all in all, very dissatisfied soon to be ex customer. I'd avoid them.
Reviewer
Barney
Location
Welshpool
Date
14/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid these guys like the plague, do not be drawn on by cheap prices
Reviewer
Watts
Location
Scotland
Date
07/10/2022
Ratings
Satisfaction
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolutely horrendous company. DO NOT under any circumstances sign up to them. They charge for extras that I didn't sign up to and tried to charge me £169 for a final bill when they were still supplying my WiFi, no ideal where the final bill came from. Reply to complaints takes them around 4 to 5 weeks!! STAY CLEAR
Reviewer
Cally
Location
York
Date
05/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking Internet 'not ' provider, dreadful signal trying to be released from contract for last 3 months and they just deny any issues. Wouldn't recommend under any circumstances. Team leaders won't respond, won't reply to emails, ombudsman involved now
Reviewer
Aneta Bachul
Location
Blackpool
Date
04/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is one big failure!!!
I signed a £22 contract cancelling their extras by phone. I had to call twice because the first time they asked to call in a week because they can't cancel the extra immediately.
On the second phone call, they confirmed that they had cancelled and they would not be collected for sure, and 2 weeks later they took £29.95 for extras from the account using the card details and not the direct debit.
After contacting customer service again and explaining that I had cancelled extras, they asked me to wait 72 hours for a call back from them.
After the 5th day of lack of any contact on their part and the lack of email confirmations, contacted the company again and again the same conversation, "We will call you back and send you a confirmation email", of course nothing like that happened for next 5 days.
I recommend checking google reviews this will open your eyes to this distasteful company.
With such an approach to the client, you can immediately see that this Onestream broadband is one big SCAM and FROUD.
Reviewer
Debbie
Location
Folkestone
Date
03/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since I've been with onestream for broadband wi/fi it always disconnects. I am constantly using my 4g on my phone any my Netflix is constantly buffering. Just got home from work and thought I would try and contact customer service but now out of hours. I'm a patient person but my patience has just run out.
Reviewer
Stuart
Location
Kent
Date
03/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Scammers. They charge you for 'extras' that you don't want and haven't asked for. I can't understand how they are still in business. A totally dishonest company. Use them at your peril, but you will regret it if you do!
Reviewer
Leo
Location
Wiltshire
Date
01/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Graham Pountain
Location
Oswaldtwistle
Date
30/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
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
Reviewer
Nora
Location
London
Date
30/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
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
Reviewer
Jay
Location
Uk
Date
28/09/2022
Comments:
ZERO STARS!!!!
Had onestream broadband for 18 months in which they increased the cost, I immediately canceled and switched supplier, they owed me money for unused service, despite numerous emails and trying to get thru to customer services I am still waiting for a reply or my money, they are just ignoring me, they hassled me relentlessly when I switched but now I can't speak to anyone, they are the ultimate in TERRIBLE customer service, and the broadband itself was garbage, it dropped off at least 5 times a day, the equipment is cheap nasty genetic rubbish you find on eBay, and I could even get it to work when I walked the 20 feet into my kitchen from the router, it was without doubt the single pile of utter garbage I have ever been stuck paying for... I switched to sky and it's a million times better and cheaper! I do not work for sky btw, I'm just sick of absolutely terrible customer service and being ignored by these C..TS... I hope the company goes bust .. whatever you do, do NOT sign up to ONESTREAM, their GARBAGE and APPALLING in EVERY sense of the word.
Reviewer
Kevin
Location
Redditch
Date
28/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Customer service is definitely the worse I've encountered. They try and change what you agreed at the end asking you to agree. Very crafty!! If you catch them out, they don't want your custom and say that their credit check system is down and will call you back, but never do. When you ring them back, they have no details., I even got a reference and name from the original customer services operator (I had to ask for it!!) AVOID, THEY'RE ALMOST LIKE SCAMMERS!!
Reviewer
Rob
Location
Leicester
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
This a terrible ISP to cancel any form of contract with as there is virtually no way of contacting them and if you email you never receive a response.
My 'going live' date for an 18month broadband contract was 17/04/2021. Therefore my contract would expire on or around the 17/10/2022. They require 30 days notice to cancel your contract which I gave on approx 05/09/2022 via my new ISP.
However, Onestream have now charged me an early termination fee of £91.53 with no explanation on how they came to that figure with less than a month left of my contract. Complete con merchants. If I cancel my DD they charge £10 per month as a default payment until I pay the £91. Even though I've gone paperless billing they didn't even email me my final bill or suggest that it was ready for payment. I had to double check myself on my account with them. Having looked at previous customer outcomes I am not the only person to have experienced this situation. Please take note and do yourself a favour and avoid this sham of a company
Reviewer
Gerry
Location
Wiltshire
Date
21/09/2022
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
After I placed my order I found these reviews and was very worried. My router didnt turn up in time for my go-live, so I was without the broadband I needed for home working. Ready for a fight, I phoned just after 5pm on my go-live date. I was expecting my call to go unanswered. It was picked up after about 12 minutes waiting, which was a real surprise. The rep apologised that the router was late (it had been shipped) and sent my login details via text. I had a spare router so with the login details I was able to get back online. The rep also cancelled the unwanted additional products and volunteered info to me that all call were recorded and therefore if I saw any charges just to phone up and mention the call. I got email confirmation of the cancellations.
My speed is better that what I was getting with BT (Somehow). I dont know about reliability yet - too soon. Customer service for me was pretty good.
I dont know if I was just lucky, but so far so good. I have given 3 stars for overall satisfaction as I do not like the way products are added that cannot be removed when placing the order, and then they are charged after a grace period. It remains to be seen whether any incorrect charges hit my account but since the products were cancelled on the go live day (and never activated), they dont have any grounds.
I may be a one-off, or maybe they have turned a corner. Lets wait and see.
Reviewer
Derek
Location
London
Date
15/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Paul
Location
Lowick
Date
14/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A waste of time, they don’t answer the phone, reply to emails, I cancelled with 2 hours of ordering due to confirmation email showing different terms than agreed. Since the no communication and still they are sending emails as if order is still progressing.
Just tried calling again but no response.
A TOTAL WASSTE OF TIME? DO NOT DEAL WITH THEM
Reviewer
Trevor
Location
Hastings
Date
12/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever signed up for a £16.95 per month broadband ONLY deal, 1st months direct debit was £35.30 they said it was for 2 months in advance, 2nd month £21.29 this was for unwanted extras, 3rd month £24.85 more extras so I cancelled dd next month they took £54.84 from my credit card without any permission or notice. As others have said they are a bunch of scammers, worst company I have ever dealt with and have disputed payment with the bank. My advice go elsewhere
Reviewer
jimbo23uk
Location
Southport
Date
08/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
decided to change suppier as onestream have put mine up by £10 ,they have ben creaping it up all the way through contract, they have just sent the bully boy tactics telling me i carnt cancel my direct debit , telling me even nif i finish a day early they will charge me ,then telling me i carnt leave as the service has been so good , ect ect load of bullies , and finaly we want our ball back ,they can have there piece of junk back faulty piece of crap ,beware beware
Reviewer
Paul Jannetta
Location
Bradford
Date
07/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Only giving one star because it's not possible to leave 0.
Absolutely shambolic company. 5 weeks without internet or phone. Not once did they contact me. Finally got services restored and then haven't offered anything in the way of compensation. Been promised call backs from managers twice and heard nothing.
The worst customer service (if you can cal or that) known to mankind. Roll on Jan when the contract is finished.
Do not sign up to then, they are useless
Reviewer
K.
Location
Bracknelll
Date
06/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extras added automatically, even when you do not want them. If you do not cancel via customer service, you will end up paying extra after "free trial". Just been charged for a whole year of Kaspersky security, even though I did not download it during my "free month" or ask for it.
Reviewer
Charlotte Appleby
Location
Tameside
Date
03/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without internet for weeks. Then charged £10 more than the price, 2 weeks early, after being told I had a month free for the loss of service. Doesn't connect to all devices e.g. ring doorbell/smart lights. No responses by email. Call center is only open during working hours. Live chat function offline during opening hours. When online, no agent is available. Rubbish service, worst connection ever.
Reviewer
Tracy
Location
Manchester
Date
02/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Steer well clear. Broadband speed is rubbish. Phoned up to discuss reducing the cost as I am struggling financialy due to health problems. no help what so ever
Reviewer
Jesse
Location
Surrey
Date
02/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
Reviewer
Riley
Location
Coalville
Date
31/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Stay away from Onestream and use a reputable company.
£16.95/month was the argeed price when I signed up. Over the last four months they have charged me £31.18, £23.58, £17.59 & £20.90 as well as £29.99 for internet security I didn't request or given an option to opt out of. Also watch out for all the other 'optional extras' you'll be auto enrolled on to. I've contacted them 3 times to resolve this 'wheel of chance' monthly bill were the support member either lied and said I'd be charged the correct amount next month or they just disconnect me during the chat. I managed to get the internet security refunded, which took a month and a half to process. This company has no plans to try and retain customers.
Reviewer
Simon Richards
Location
Hampshire
Date
25/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The service was OK until my 12 month contract came to an end and I got a better deal from Vodafone.
They wanted me to return the router to them which I thought was unusual. This is in the contract but it does not say who is to pay the postage. I asked them to send me a postage label but they didn't, so I did not return the router.
They did not want me to leave and sent me daily texts asking me to call me which really annoyed me.
I tried calling them a couple of times but could not get through. I gave up as I had a better deal.
They never answer emails or messages sent on their contact form, like they don't want to commit to written details.
They took a direct debit on the last day of service which i took to be payment i arrears for the previus month. I cancelled it the following week.
About a month later they sent me a bill a further month of service by which time I was with Vodafone. The bill also included a charge of £10 for cancelling the DD. Again, no response from them to emails or written communication.
I will probably have to complain to Ofcom about them.
Reviewer
Deborah
Location
Bedfordshire
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Do not sign up with these people one stream, they will charge you with loads of hidden charges that are not made clear until they have your bank details. They then make it a difficult as possible to cancel. Their email is not even monitored.
Reviewer
Scott
Location
Sheffield
Date
15/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Customer service very poor. Argumentative call centre after a 30min wait. Bill increased by £10 mid contract.
Reviewer
Antonio
Location
Uk
Date
15/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Save yourself from misery and choose someone else. They charged me for an extortionate package i never been agreed. I asked for the record of the conservation where i said i said yes but never got an answer. The connection is the slowest and worse i never had. The tech team ask me to run tests and buy extra booster and move the router and all the excuses they have but the connection is still crap, plus if I was an expert i wouldn't ask for help. I am stepping forward and officially complaining with ombudusmam. After that, i will pass to my lawyer. This time I won't let it go, they are so arrogant and unprofessional and extremely bad working practices. Be smart, don't be a fool like me, don't pick onestream.
Reviewer
SteveBunch
Location
Wolverhampton
Date
15/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I don’t see how we can get much worse than this! Because of the poor reviews I cancelled the service within the cooling off period, I was then charge £9.95 to deliver a router which they didn’t post out, because I didn’t have the service. Nothing else happened but they didn’t credit me. Today my account has been debited with £29.95 for Kaspersky services. I didn’t order this, haven’t activated this, and have no reference number for this service. Because of this lack of information no one can help me. Contacting my bank I was told I’d authorise this payment, which I haven’t, they told me to contact One Stream. I’m now trying to contact a company, I don’t have any contract with, about an order I didn’t place, in order to not pay any more money. What a scam!
Reviewer
Canon
Location
Manchester
Date
11/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Cam
Location
Edinburgh
Date
11/08/2022
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Paul
Location
Bradford
Date
10/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
What an absolute joke of a company. Currently on day 18 of no internet or phone line due to an outside fault. Have sent numerous emails including complaints and not had a response to any of them.
Due to their sever lack of customer service I have had to call several times in order to obtain further updates of which there have been none. With having a job where I work from home and require internet access I have had no option other than buy a £50 bolt on so I can use a mobile as a hotspot. When I explained this during the last call I was informed that they would not be offering anything towards the additional cost as a good will gesture.
Steer clear at all costs, they are horrendous and are not worth your hard earned money
Reviewer
Doug bateman
Location
Tamworth
Date
09/08/2022
Comments:
Not the best of company’s to set on taking money out of your bank to provide a good service and don’t believe that they are cheap as when they load there packages with all the so called free extras that you don’t want they become quite expensive as for customers service you are wasting your time trying to talk to them
Reviewer
Eva
Location
London
Date
08/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
if I could give it no stars I would, THE WORST COMPANY EVER, will not help you with your issues and no matter what you say to them they don't care, avoid at all costs!!!!!
Reviewer
Peter
Location
Blackpool
Date
05/08/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Absolute bunch of scammers.Do not under any circumstances give them your bank details.Cancelled my direct debit as the agreed price of £19.95pm turned out to be £27.50pm but they still found a way of getting into my account and taking monies.
Reviewer
Derek
Location
Skelmersdale
Date
04/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute garbage 15 months of hell ended up paying to get out of it and went vodafone what a difference its like comparing ronaldo and me and trust me thats as far apart as you can get, if u want cheap fibre that drops out every 60 mins then go for onestream or pay £6 a month for all singing with 4g dongle and booster box try vodafone trust me the difference is staggering, funny thing is onestream badgered me to death when they found out i was leaving, their router is the worst router u can get
Reviewer
Zoey
Location
South Yorkshire
Date
03/08/2022
Comments:
If I could give this company 0 stars I would. I cancelled my order as they were adding services I hadn't even asked for and when I called up about the router, as it was clearly not going to sent in time for the installation I decided to cancel the policy.
Two months later I get £29.95 taken out of my account for Internet security with one stream.
When I called up I was told that the money would take 30 days to be put back into my account.
I don't understand why it takes 30 days as if I want to transfer money via my phone it takes 2hours tops.
The so called customer service employee who clearly didn't care about this matter offered no apology for the situation and obviously has to deal with this day in and out. Just to let you know I don't think customer service is your thing and you need to get another job!
When I asked for his name he said, "I've not taken this money out personally" to which I replied no, but the company you work for has!
Please don't give this company any more business, they wouldn't know how to run a tap! Avoid at all costs.
Reviewer
Zoey
Location
South Yorkshire
Date
03/08/2022
Comments:
If I could give this company 0 stars I would. I cancelled my order as they were adding services I hadn't even asked for and when I called up about the router, as it was clearly not going to sent in time for the installation I decided to cancel the policy.
Two months later I get £29.95 taken out of my account for Internet security with one stream.
When I called up I was told that the money would take 30 days to be put back into my account.
I don't understand why it takes 30 days as if I want to transfer money via my phone it takes 2hours tops.
The so called customer service employee who clearly didn't care about this matter offered no apology for the situation and obviously has to deal with this day in and out. Just to let you know I don't think customer service is your thing and you need to get another job!
When I asked for his name he said, "I've not taken this money out personally" to which I replied no, but the company you work for has!
Please don't give this company any more business, they wouldn't know how to run a tap! Avoid at all costs.
Reviewer
Pey
Location
Blackpool
Date
02/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
This company needs closing down they are nothing but scammers.They will hit you with charges for things you didn’t ask for.Whatever yo do don’t give them your bank details they will take unauthorised payments
Reviewer
Almontas
Location
Irthlingborourgh
Date
31/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Useless company!!! Had contract for 18 months but been charged for 19 and on top of that price increased 3 times! Customer service is horrible No body is picking up the phone, live chat is not working, not answering emails. Sending text messages to call them about some offers
Reviewer
ROBERT INGLE
Location
RAMSEY
Date
30/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Richard McC
Location
Prestatyn
Date
28/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
EVERY single ONE star review is spot on!!!!
Singularly the WORST ISP on the marketplace. How these cowboys are still in business is an absolute mystery.
Been without internet now for nearly 3 weeks. BT Openreach engineer said that it is the router at fault. Onestream say they found a fault on the line. nobody can agree!!!! opening hours for talking or live chatting are normal opening hours so therefore rendering that part of the service just as ineffectual as the rubbish speeds and constant dropouts we were getting. we are getting approx. 20 dropouts per day and getting around 32mb per second on their 80 mb plan. as soon as I ring their number to talk to anybody at around 5.15pm, they keep you hanging on until 5.30 (their hometime) and the line goes dead. You ring back and they say "our offices are closed" USELESS, USELESS USELESS. Will be stopping my direct debit as soon as the contract is due to end.....I BET a TENNER they'll be on the phone to ME at ALL HOURS OF THE DAY AND NIGHT to get me to start paying again!!!! I am FURIOUS with their intransigence and could't give a damn attitude. DO NOT USE THIS COMPANY ladies and gents.....You have been warned.
Reviewer
Kev
Location
Derbyshire
Date
28/07/2022
Comments:
If you value customer service then this is not the company for you, extremely poor communication. Hard to speak to someone always a 30 minute wait. Check very carefully the product you are supplied and any add ons they charge for. I ended my contract with fees after 4 months gladly paid early termination cost to get rid of them
Reviewer
Lee
Location
Milton Keynes
Date
21/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Beware - the weasel words of the 'free for a month' One Stream Assured / Kaspersky trials. I was charged immediately for the One Stream Assured so-called service as soon as I could check my bill online (given access to this 2 weeks after the 'installation' day, where no engineer showed up). Upon phoning to enquire about this I was sarcastically told that their policy is to charge pro-rata (another month in advance) so this was valid! I asked for this to be cancelled along with the Kaspersky, but I am now very concerned after reading about all the other people who have been been ignored by One Stream customer service and been billed anyway. I've only been with them 2 weeks and already know I will never use them again!
Reviewer
Lyndsey
Location
Lancashire
Date
19/07/2022
Comments:
This company will have itself shutdown, I have never encountered such incompetence. Engineer arrived before the router, found a fault that needed the router to test for Internet. After engineer spent 2 hours at my property had to leave. No Internet available, after having a on line chat I discover Onestream want to charge me £120 for a failed installment not on your nelly, failer was due to no router. They then conceded( as a gesture of goodwill!!) to waiver the £120 and would email me with a date of next engineer attendance. 24 hours later, silence, started the lengthy process of on line chat and it was like the conversation from the previous day had not happened. Customer service appalling, service appalling I have nothing positive to say about onestream. Cancelled the direct debit and told them I'll go elsewhere. Avoid at all costs, horrendously poor service I'd preferreda minus on the star choice.
Reviewer
Iestyn
Location
Cumbria
Date
19/07/2022
Comments:
everyday the broadband goes down for hours on end and because the office shuts there is no way to contact anyone to try and bring it back online, nearly every night the WiFi goes off and there is no way to contact them and it has to wait till the morning. the worst broadband I've ever been with the speeds are dreadful and I've tried to cancel my contract and heard nothing back about it.
Reviewer
Ashley
Location
Norfolk
Date
16/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Where to begin, an awful 18months with continuous connectivity problems, firstly the internet provided drops in and out frequently, the range is awful, doesn't even make it to my back garden. The bills even though contracted to a certain amount were inflamed due to them adding on 'services' such as an engineer maintenence for £5 odd a month and a further £9 a month as quote from customer services 'the government made everything more expensive so we' be increased your dd as a result' (I'm on a fixed term contract which is a break of the contract in itself. I'm still trying to claw these extra expenses back since iv not agreed, asked or took out any of them. A complete nightmare which has cost double to what a main stream provider with better services would have. Lesson learnt
Reviewer
Tracey
Location
West Midlands
Date
15/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Called 6th July to give them 30 days notice as my current contract was coming to an end. Was told I had to phone and it would not be accepted on live chat as it could be anyone. Woke up the next day and they had cut me off. Dead phone line. When I asked them why they had done that they said it was a mistake their end and they got the end dates wrong. Still have no broadband and working from home and paid until 5th August in advance. They're not bothered. Been with them for 18 months and that's how they treat their customers. You have been warned.
Reviewer
lo ger
Location
Scotland
Date
14/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I've been with the company for one…
I've been with the company for one year, the current contact is due for renewal soon, so I phoned them yesterday to see if I can get the same lower price contract for new customers, which I found online. The guy from the customer service tried to sell me more expensive deal, and I refused. I insisted that I only will agree to a new contract if the price is the same as the one I found online. He told me he will speak to his manager and will get back to me, he then told me that I will get the price which I wanted for a 24 months contract, but I have to agree on the terms and conditions over the phone. Today I found out that I've been sold the more expensive contract and I CAN'T CANCEL IT!!!!!! It's shocking!!!!!!
BEWARE!!! They will waste your time, they will go in circles, and in the end they will sell you what they want, not what you want!!!!!
AVOID AT ANY COST, TERRIBLE CUSTOMER SERVISE.
Reviewer
Laura Knights
Location
Essex
Date
11/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Been without service for three and a half weeks. No one is doing anything about it. The few times they have tried to contact me, it has always been during my uncontactable hours - which I have reminded them of every time I have contacted them. Phone calls and online chat are pointless as when I finally get through, the advisers can only pass on messages - which are then ignored. Can't speak to anyone more senior. Official complaints have been ignored. Feels like a cowboy broadband provider: They take your money and ignore any problems that arise. Avoid at all costs. They are not worth the headache.
Reviewer
Reece
Location
Edinburgh
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’m not being dramatic when I say this is the single worst company I’ve ever attempted to use. Their customer service is horrendous, you’ll be waiting for at least an hour only to be placed on hold and not have your problem tended to for several days. Their billing is ridiculous, they’re still trying to charge me to my account which I closed 3 months ago.
Do not use this company. About at all costs
Reviewer
David
Location
Houghton-le-spring
Date
01/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Truly awful.
I found out I've been overpaying yet was supposed to be 19.99 for 18 months. over £100 out of pocket.
40mins so far waiting on the phone. I've emailed on web chat 13 in the queue it claims.
YouFibre I have at my other house brilliant company. UK-based as well.
Onestream is useless. Sad to say they uk based. Do a discredit to us.
Reviewer
Mike
Location
LEICESTER
Date
26/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Aggressive bullies who cannot delivery what they say. when they come across someone who can actually challenge their lies they become very aggressive, Mangers and staff clearly have an unethical culture in the company
Reviewer
James
Location
London
Date
22/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs! Hands down the worst ISP I've ever used. Mainly working from home, my partner and I suffered connection drop outs 1-3 times a day, every day. Onestream tried to resolve the problem by sending BT engineers out to us with an ominous message that if the fault was down to us we'd have to pay £££ for the call out.
The router they provide seems to be the source of the problem. Reading reviews of it it isn't really intended to be a wifi router. From what I can tell it was made in the 90s and costs about ten quid on eBay. It's not up to the job and its range makes it basically worthless. It also can't seem to handle more than 4 devices connected at any one time.
While TP Links solved the range issue, the dropouts were still constant. Onestream accepted no liability and wouldn't replace the router.
We've since moved and cancelled (thank god) and gone with BT. Haven't had a single drop out since.
I expect they'll be out of business soon.
Reviewer
Louise c
Location
Norfolk
Date
22/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Please do not undertake a contract with Onestream.
During the contract everything was ok but when the contract was coming to an end it took me at least 5 attempts to get them to agree it was the end of my contract and therefore I was in my rights to end it on the specified date without charges being incurred and without having to provide exactly 30 days notice. I was then bombarded with calls and emails telling me I had to contact them regarding leaving as there were charges owed - after me having to deal with them on the phone, chat and raising a complaint I eventually got agreement all I was doing was ending my contract after the agreed term and therefore no charges were contractually applicable.
They then post the end of my contract took funds from my account for a period of time I didn’t have a contract nor a service. I am still
Awaiting a refund 2 months later even after countless contacts of me chasing and even raising a complaint of which they didn’t acknowledge any bad service or error - couldn’t even apologise
In total I’ve spent in excess of 10 hours just trying to end my contract at the end of the agreed term !!!
Do not touch with a barge pole
Reviewer
John
Location
Buckinghamshire
Date
16/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Strange but they add a callout package without me asking for it and then when you take it off you you suddenly get broadband issues. Internet dropping out and slow speeds. Tried to contact them today only to find their agents are all offline and the telephone number advertised on their website is no longer in use.
So poor please stay away from this company.
Reviewer
Caroline
Location
London
Date
14/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Onestream accidentally cancelled my contract and I now have to wait 2 weeks for everything to be set up again. Very convenient when you work from home. No apology,no compensation. Appalling service.
Reviewer
Robert
Location
Sheffield
Date
13/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Absolute rubbish don't be fooled by their offers there increase the price per month needs reporting to ofcom I'm glad I'm terminating my contract
Reviewer
anne
Location
crieff
Date
12/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst phone company I have ever had to deal with. They do not answer the phones, tell lies saying they haven't received letters. I would sooner use a length of string and 2 tin cans than to use a company like them
Reviewer
Bbmark
Location
Glasgow
Date
12/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
DO NOT SIGN UP WITH THESE THIEVES.
Long story short, they set up a direct debit and charged me for the present month and next month, fair enough. Once they had took the payment they then set up another direct debit in a different name and tried to take the payment again.
When I blocked that transaction they cut off my broadband stating that they reserve the right to stop my service if I don't have an active direct debit? After many phone calls confirming the original direct debit was still active my broadband still wasn't re-activated. Then I got repeated text messages telling me I was in breach of contract and will be charged for the rest of the years subscription, which they had turned off.
Looked at my bank account yesterday and they had used my card details I gave them for the £10 router delivery, took £30 for kaspersky anti virus that I had opted out of and confirmed on 2 separate occasions. I saved the online chat transcript but this didn't make any difference, it was being passed to the relevant department.
Absolute scam merchants and thieves, avoid at all costs
Reviewer
alix
Location
ROMFORD
Date
08/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just like everyone else really. A truly awful company. The broadband itself is poor.
They added some insurance nonsense at £4 per month without consultation and the web portal doesn't allow the customer to cancel it on there. Phoning the customer service would be quicker via Ouija board, and then you talk to rude and patronising a**holes.
During a single year with this shambles, the price has rising by an astonishing 30%.
Save yourself ££££ by keeping well away.
Reviewer
Suffer
Location
North east
Date
01/06/2022
Ratings
Customer Service
3.00 stars
Comments:
Great for the first 6 months other than the 2 months charges for broadband assured that they insisted I agreed to. After cancelling it they sent me an email from a non standard address causing it to go to my junk mail. In it they stated that because I was such a good customer they'd signed me back up for a free month and that they'd continue charging me for it after the free month was up, caught it after the first charge and made them reverse it. They made an appointment with an engineer against my will that they were planning on charging me for. I cancelled the appointment but they sent the engineer anyway. For those wondering why the 8% increase resembles 14% it's because the price they give you for your contract includes a discount, they increase the price pre discount by 8% then take off the original discounted amount, which is significantly more. When you call them out on this they repeat the same practiced script over and over. My broadband breaks for at least 30 minutes every day for seemingly no reason. Can't wait until the contract is through, I've already reported them once
Reviewer
R
Location
Hertfordshire
Date
28/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Price hike during contract (by reducing discount to purportedly cover "inflation" the first time, no information the second month). And now a force upon service with no prior contact or details. Cancelling.
Reviewer
MK
Location
Beds
Date
28/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Daniel
Location
Leicester
Date
26/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Brandon
Location
Worksop
Date
21/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad connection all the time. No improvement. No customer service . No where to complain. Worst to worst. Can’t wait until I finish my contract to go back to old virgin media.
Reviewer
shafted
Location
torbay
Date
20/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience EVER. Half the download speed tested before they took over, condescending customer service and try to rob you with extras you haven't asked for (Kapersky) that YOU have to cancel. Terrible company
Reviewer
AndyF
Location
Sheffield
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
These must be the worst broadband provider ever. Increase prices without informing you, then add a additional care package on @ £3.95. month without informing you, then don’t answer the phone.
My original £22.50 pm is now £29.50 pm, despite there advertising blurb or no increase throughout one contact
STAY WELL CLEAR
Reviewer
Irate
Location
Derry.northern ireland
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company,Customer support non existant.AVOID you have been warned!!!!
Reviewer
Stay away
Location
High Wycombe
Date
19/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband totally unusable speeds of only 7 to 11 MB would not let me cancel my contract even though I’ve just installed it I would stay well clear of this lot
Reviewer
Matthew Minshull
Location
Aldridge
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A copy of my email, which explains all:
Dear Onestream,
You and I are aware that I have cancelled my Direct Debit mandate and are also aware of the reason why. You have confirmed on at least two occasions by telephone that due to your inability to provide broadband, there are zero charges on my account.
On 22/04/2022 I called and spoke with a female to confirm that because I was still without useable broadband, I would be taking my business elsewhere. After trying to persuade me to stay, she agreed there would be zero charges.
On 26/04/2022 at 14:05 I received a call from Harvey who again confirmed there would be zero charges on the account. I then received an email at 12:16 acknowledging my cancellation.
On 16/05/2022 at 12:45 I spoke with Jacob and asked why, despite my cancelling the direct debit, you attempted to steal funds from my account. Had I not received a notification from my bank the day before then you would have been successful. Jacob advised he would get the above calls listened to the above call and confirm the zero charges.
On 18/05/2022 at 18:00 I am still waiting for that call.
Therefore, please log this matter as a complaint and provide a complaint reference. Please also confirm there are no charges on the account as I have not been provided with any service.
If you require any further information, please see attached emails (sent 13/04/2022 and 20/04/2022) describing the technical difficulties encountered to which – despite receiving Read Receipts – I received no replies.
May I take this opportunity to advise you that should you continue to pursue me for monies or affect my credit rating in any way, then I will not hesitate in taking litigation action against you.
Reviewer
David
Location
Glasgow
Date
13/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Onstream practices Mid-contract rate hikes - my monthly bill went up 12%. So much for a price promise. They say that their terms and conditions allows for a RPI increase, but this is less than transparent and breaks the trust of the consumer. Even so, the RPI had gone up around 8% not 12%. Onestreams price offers are not to be trusted if they can change them mid-contract
Reviewer
Mike n
Location
Yorkshire
Date
11/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very poor customer care. Don’t answer phones. Don’t reply to emails. When you finally manage to get through they cut you off. They make mistakes on bills and cut people off. They will threaten customers with muddying their credit score if they don’t get you to pay fines they’ve made up. STAY WELL CLEAR
Reviewer
shaz
Location
East Sussex
Date
09/05/2022
Comments:
absolutely the worst switch I have ever done. Appalling internet speeds, no service on line or by telephone. This is little more than fraud
Reviewer
Howzy
Location
Kingsdown
Date
05/05/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
No problems with the broadband but they break your contract to put your price up, sign you up to additional services without asking you, you will never be able to get through on the phone and their online chat is never staffed. In short they are utterly hopeless. I had all of the above issues and complained formally. Still couldn't speak to you anyone as they just send emails that don't answer your email questions or deal with your complaint. The website is hopeless and you can't do anything, bills are are poorly laid out and hard to read. I'm switching and when done I will send a complaint to the ombudsman. Do not be tempted by the low price, you will be sorry!
Reviewer
Ben
Location
Bedfordshire
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Lewis
Location
South Yorkshire
Date
04/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Please please DO NOT use this company, i wish i read all the reviews 1.5 stars out of 5 speaks for itself, you will constantly have a problem with the company! My internet has been susspended because they can't seem to manage someone paying in full. You will be waiting hours in a que to speak to someone, you will be lied to and get ready for money to be taken out of your account for no reason, AVOID AT ALL COSTS! DONT BE FOOLED LIKE I DID
Reviewer
Ross
Location
Glasgow
Date
01/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars for this company, I would. We purchased our broadband in March and had received an email for the delivery and go live date of the 8th of April, the broadband package was delivered on this date and an engineer appeared a few minutes after to install the broadband. It worked for a few minutes, and then I returned to the property the following day (as had not moved in fully yet), and broadband was off completely.
I had to phone Onestream on the same day, 9th, to ask for them to have someone fix this. The person on the phone told me that they would get back to me via email to give us some clarification of this issue as our go live date was the 8th. No email over the weekend, so I contacted them again on Monday the 11th in the morning to ask if they had any more updates, the customer service advisor told me that we should expect an engineer out on this same day. Low and behold, 2 engineers did actually appear and worked on the fault for over 6 hours, the men could not have been any more helpful or nice, they also managed to fix the fault.
A few days later, internet goes off again, I phone to ask about this but it then turns back on an hour later.
10 days after this - we are completely without WiFi, I had to phone Onestream from the Monday (25th April) afternoon that it happened on all the way throughout the week until the Friday - constantly being told that we haven’t had a go live date yet (although, the go live date can be up to 14 days after purchase, this was now well over a month). We were also told that there was no possible way for us to have been using the WiFi before this time as we hadn’t been given a go live date in the first instance, essentially calling myself and my partner liars? We then were told we would have the new go live date of the 11th of May!!! Two months after purchasing their broadband. We insisted that they fix our problem within 24 hours or we would be switching provider.
Stay well clear of this company, I hate to complain in most cases, but this situation from start to finish has been an absolute shambles.
Reviewer
Yasmin
Location
Bexely
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dont. Go. With. Onestream.
They owe me £110. Customer service will keep you on hold for over an hour. Tell you lies. Do nothing. And even the engineer that came round told me lies and said i cant have one stream here and that was a lie and yet he told onestream the opposite and they kept taling my money despite me ringing up and telling them i want to cancel. And nothing got sorted.
Believe me. These just lie to take your money. Then you try and contact them and they lie.
Stay
Away.
Believe me.
Reviewer
Charlotte
Location
Essex
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Should be able to put 0 stars. Awful in every sense - currently sat on the phone (63 minutes already) and still waiting to be answered. Overcharging, stating I signed up for extra services when I didn’t, slow internet…avoid at all costs.
Reviewer
Yasmim
Location
Kent
Date
29/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I would give 0 stars if I could. Onestream are an absolute joke!. When I went to go with one stream the engineer said I can't have onestream due to having no cables. So I called them up and said I need to cancel. Its been a month. Twice on the phone to them. Told me I'll hear back. They're still payments from me some reason even that's more than it should be! Plus they charged me £60 to change over address in which I can't even get onestream. They owe me £110 pound. Customer service is s***. They lie to you. And you don't hear back from anyone. They're an absolute joke.
Reviewer
Oliver
Location
Durham
Date
28/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This has to be the WORST internet I have ever had in the past decade. The signal is complete garbage and dips whenever I am gaming every 30 seconds. Customer service is bad and that is if you can even get through to them. I was on TalkTalk before and never had this issue and I am now going back to TalkTalk. AVOID THIS COMPANY!
Reviewer
jose
Location
st5 7AG
Date
27/04/2022
Comments:
Please stay away from this company. This signal is always failing, the customer services are rude and dumb.
The speed is low
Reviewer
Rabbitmoon
Location
Exeter
Date
26/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Cas
Location
Menstrie
Date
21/04/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have only been using Onestream for just over a month and getting a speed of 16mbs (35mps guaranteed!) I thought I'd made a mistake ... this seemed confirmed when I was holding on to the phone for over 45 minutes waiting for a reply before I had to give up as going out.
The next day I got through to a Tech support person within 5 minutes. That call lasted about 20mins during which everything possible was checked out and I was advised I'd get an email with a date for an engineer to call.
This arrived with 24 hours and there was a delay due to Easter but it was quicker than I expected.
The Engineer arrived and spent a considerable time updating sockets and I'm now reliably getting readings around 37 -38 MBS.
Result = A very happy customer!
Reviewer
Manic m
Location
Dunblane
Date
20/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just awful. Constantly crashing
Reviewer
Astrid
Location
Yorkshire
Date
20/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would like to give zero stars if possible.
Started off really well, but after 1 year it went all downhill quite quick.
Was left 2 weeks with out internet and 3 weeks without phone (not totally their fault as Interchange burnt down) but I had to phone them to inform what has happened and told them that I would expect a refund from them as BT would be refunding them for lost services. Got given £8 back. Was asking them to keep me up to date but nothing.I had to inform them and keep chasing .
Then they kept putting up the prices constantly with out prior warning and funnily once I was ready to leave they could drop them again?
When I decided to leave they started to try entice me to stay and then started threaten that I would have to pay an early leavers fee after 3years when I only signed up for 12month?
They now have sent me a bill for the whole month of April, after I have left plus late payment no D/D fee when their services seized on 5th of April.
All I can recommend is stay well clear.
Reviewer
Gabriel
Location
Sheffield
Date
19/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed less then minimum guaranteed
Reviewer
Chris
Location
Belfast
Date
19/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor customer service.
Reviewer
Hollie
Location
Horsham
Date
15/04/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Have had 2 engineers sent out - no update for improvement - promised a replacement modem but that hasn't happened. Now the Live Chat never works and it's a long wait to get through on the phone. Nail in the coffin has been the latest email sent out forcing us into the 'Free Trial Activated' (I checked the terms and conditions). If we go against it they now say they'll charge a £120 engineer fee (but we're not the ones causing broadband issues!) - Absolute joke.
Reviewer
Pete Andfews
Location
Coventry
Date
12/04/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
5.00 stars
Comments:
Have Broadband+phone deal with Onestream. Phone calls are very expensive since they seem to charge from the instant you dial, regardless whether the phone is answered or not. Now quite annoyed with them by being automatically signed up to a 'loyalty deal' that would cost an extra £3.95 a month. Unsubscribing was made awkward by having to fill in two online boxes and sign a touch screen box that produced an unreadable scribble. No email or chat support to be found either. Their cheap fibre deal doesn't seem to be available in my area, despite Virgin, Sky and other providers offering fibre at my address. Cheesed off with them!
Reviewer
John
Location
Wirral
Date
11/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
My contract/supply was supposed to start on Friday. It's now the following Monday late evening that I'm writing this. Still with no internet since Friday and absolutely no communication in any shape or form explaining what is going on. Technical support opened a ticket for me and that's the last I've heard!!!??? Absolutely unacceptable rubbish is what I've received from day one. They had a 3 week heads up for the switch over so no excuses.
Reviewer
Nick bertain
Location
Beds
Date
07/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company . Rude tech staff .constant drop out . Four days without internet. Told it was A Vodaphone issue? Promised a refund for outage duration, didn't get. Tech actually put the phone down on me! Cancelled DD as breach of their terms and conditions..gone with someone else
Reviewer
Laura timmins
Location
Doncaster
Date
05/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely horrendous company, internet keeps dropping, there billing system is shocking and now there trying to charge me £52 for a new router because it isn’t working. The phone team are useless. Avoid
Reviewer
Lewis
Location
South Yorkshire
Date
04/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Beyond poor customer service!
I purchased an 18 month deal in January of 2020 which i paid in FULL, around 2 months in onestream had taken out 2 months payments from my account, i rang up and explained that i have paid in FULL and that i should be entitled a refund (the refund came around 6 weeks after this). All was find for the most part of a year until Onesteam decided to charge me again once again! This time the payment charge included a late payment fee of £10, i got in contact and said that i have been in FULL for 18 months and that i am not eligable for monthly payments, i was advised to simply 'ignore' the text until, yet again! Another text, saying i am late on a payment, i got in contact with onestream again and said that once again i do not qualify for monthly payment to which an advisor named Tom said that 'the payment is due to inflation' EVEN THOUGH the text clearly states 'late payment fee' and now of course my account has been suspended so i am left without any internet even from paying the FULL AMOUNT.
Reviewer
Jon
Location
Yorkshire
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have spent three days trying to get through to Onestream to sign up for their current offer. I cant get through, they don't answer the phone and after an hour it just goes dead. It just occurred to me that if their Sales line is so appalling I expect their support line to be far times worse. Then I saw these reviews. I have decided to stay with Sky - they answer the phone quickly and provide excellent service.
Reviewer
Daniel Rowe
Location
Warwickshire
Date
22/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
This is the second time within three months that I am without internet service. On the first occasion, I was without service for four days. Currently I am without any service for four days and counting, with no idea when I’ll be able to reconnect. I have reported the incident as a technical fault on the website but no one has since followed up with me in the form of an update, nor was there an email confirmation of the logged ticket. Quite frankly, a pro-rata rebate does not compensate me for the downtime I experience during a outage.
The Openreach technician checked the line today and confirmed that the issue resided with the router.
If Onestream cannot guarantee a service available 100% of the time, this should be stated as such in the product offering. It would be very useful for me to know when I can expect outages such that I can make adjustments to my schedule accordingly. My over-reliance on internet services is sad but an unavoidable reality of the times we live in.
I must confess that I have never experienced such a poor level of internet service provision as I have with Onestream. Needless to say, the contract will not be renewed at the end of the term as I seek a service provider capable of providing a reliable uninterrupted service, and that offers telephone support at a weekend. Furthermore, how does Onestream expect a customer to speak with an agent via the echat service when their internet is not working?
Very disappointed in Onestream, and in myself for not heeding the warnings on customer review websites prior to committing to a contract with them.
Reviewer
Joe
Location
Yeovil
Date
21/03/2022
Ratings
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When I first joined they royally messed up by allocating the line to the wrong router, which meant (after lots of issues getting them to resolve it, without service) I had to go in and modify the user profile settings in the router - something non-tech people would not have managed.
I have been subject to price rises with no prior warning. They most recently stopped my service and tried to make me sign up to a new long-term contract at a high price.
There was never any offer of compensation or effort to make things right.
In short, my experience with this company over several years was that they were a bunch of amateurs and I wouldn't recommend.
Reviewer
Tom Pellew
Location
Norwich
Date
12/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Administratively a joke as a company. They ignore complaints. Their internet service is unreliable. They fail to provide the service paid for. They lie and fail to meet their empty promises. A disgrace of a company. One of the biggest mistakes I've made going with them - negatively impacting my credit rating, failing to provide internet, and driving me stir crazy with abysmal service.
Reviewer
Nourdin
Location
London
Date
11/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute disgrace for the last 14 months my broadband went down a few times each time he goes down for a couple of days but this time seven days and it’s still going on, never again
Reviewer
Simon A
Location
Co Durham
Date
08/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Well how can i start with OneStream i know Horrifilc Provider .... The only thing that is dropping more than our internet connection is Russian aircrafts dropping from the sky by Ukrainian air to air missile's , Ukraine are probably getting more response/sense from PUTIN than i do OneStream ... So to Sum it up if you want a war with your internet provider then these are the guys for you if you want hassle free broadband i would recommend not to waste your money !
Reviewer
Imran
Location
Warrington
Date
02/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Summer Rouse
Location
Worksop
Date
28/02/2022
Comments:
Currently With This Laughable piss taking company & can’t wait to leave!!! it’s that I’m will to pay to end my contract early!! Signals hit & miss, but my main issues are the customer services is shocking!! You can never speak to anyone, 5 times I’ve rang today and each time, I’ve been cut off after 3 words, then it’s back to being in the que for over 10mins, I used the call back option waited over an hour for someone to ring back and again was cut off……. It’s a disgrace! They claim there value for money which indeed they were the cheapest on the market, then policy’s began to change every other week, and now there charging admin fee’s for paperless bills that you receive via email!!! Joke!! My bill has an extra £22 on it for admin fees! AVOID THIS COMPANY AT ALL COST!!!! THEY MAKE RULES AND POLICY AND NOW CHARGES UP HAS THEY GO ALONG!!!!
Reviewer
Guy
Location
Surrey
Date
25/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service. Rude unhelpful staff. Never has a company failed it's customers so badly. Avoid like the plague!!!!
Reviewer
Peter
Location
Barrow in Furness
Date
21/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
After a a year with one stream I cancelled them as everyday my internet geothermal going if I must of phone them to sort the issue out 5 times a day for at lest a month so k cancelled it and the did not like it so they hit me with a £200 bill and j said I’m not paying it for the truble I have been having then they said if it’s not paid they are taking me to curt really bad company how they treat people I would not recommend them ever I will advance other people to not take the internet offers really bad and they are very rude you on the phone plus the always say a good deal on internet and after a Minh it goes up an extra £45 on top hope this helps people not take one stream on j can only advise thanks
Reviewer
guy
Location
Ipswich
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
after 12 months, the service degraded to 0.22mbps download and 0 upload. rang them up to report about weak router signal, call back with a very aggressive salesman support, they want £34 a month upgrade, nothing will be done, til another 9 months to go. constant reboot of router in order to use it, virtually hopeless broadband provider.
Reviewer
Emily
Location
Essex
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Literally the worst wifi I've ever had. It drops out EVERY single day. Sometimes for 5 minutes, sometimes for days. No amount of rebooting the router or my devices does anything. I can't believe they even call themselves a broadband provider. What exactly is it you're providing apart from a headache?
Reviewer
Jess
Location
Manchester
Date
27/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Rosemary Lewis
Location
Wiltshire
Date
22/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID...AVOID....AVOID
VAT added to all prices so what you see is not what you pay
After 30 days they pull the plug on your connection and you can no longer get out of the contract i.e. good service with no disconnects in the first 30 days but after that up to 10+ disconnect per day, absolutely rubbish service.
'No sneaky price rises' promise is a load of rubbish as they just put up the cost of items that are 'outside' of the contract like eve & weekend call package so you are locked into paying the extra for the free call extra or extra just for the calls as you can't cancell the main contract for the phone or broadband without penalty.
AVOID...AVOID...AVOID
Reviewer
George Burns
Location
Truro cornwall
Date
19/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company, awful customer services. 18 months of poor internet, constant calls when I wanted to change, pestering me to stay and very condescending. AVOID!
Reviewer
Paul
Location
Newark
Date
17/01/2022
Comments:
Broadband is awful . Always disconnects on my gaming . The line has been tested and ok .
Played 10 games tonight and 8 disconnects.
Terrible service and I won’t be renewing.
Never had this trouble with BT .
Time to go back as these are terrible
Reviewer
Matty
Location
Leeds
Date
21/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely the worst company I’ve had to deal with. I would urge anyone to go with ANYONE else but Onestream. I’ve had over a year of ignored calls, ignored and faulty broadband.
Reviewer
edward harris
Location
rochester
Date
07/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
they just suspended my account for 24hrs over counselling my direct debit, and bill paid up. just j0ke with simps running it.
Reviewer
Yasmin
Location
England
Date
25/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company!! I moved home and my broadband to another property and had problems ever since, I called and informed them that I was not getting the guaranteed speeds, they continued making excuses for this and each time they tried something it didn’t work. I gave up calling because they weren’t resolving the problem. 4 months went by with awful internet I decided I’d had enough, called back and they did a test and said there was an issue with the copper line (which they had never picked up on when I initially called multiple times with problems) they then sent someone out to fix this and we were still not getting our guaranteed speeds. I spoke to Onestream the next day to inform them of this and was told to try and change the channel for interference which is something is done previously and didn’t work. I called a few days later and was told that in order to cancel I would have to pay a fee even though we have tried everything and the problem has still not resolved. I was also told they have 8 weeks to try to fix a problem I have informed them about until I can leave without a penalty and even though I called 4 months earlier and told them there was a problem they have apparently closed that case even though it was never resolved so my 8 weeks starts from last week. I spoke to 2 people that day saying I had issues with speed and then once speaking to a 3rd person we now “apparently” have issues with the internet in the local area which isn’t their fault. They have also overcharged me since my move which I believe breaks their contract. Also an email they sent me states I’m meant to pay £0.00 per month for 12 months but they are charging me.
Reviewer
Fenrir
Location
Sutton-in-Ashfield
Date
11/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad customer service very lazy at putting Internet back on been 2 days and bill was paid but still no Internet I'm looking for diffrent provider Internet speed is slow generally not worth the money
Reviewer
Ross
Location
East Sussex
Date
29/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started off well, but the service over the last 6 months has deteriorated significantly. We signed up to a 67mbps service with guaranteed minimum speed of 49mbps. We're actually receiving between 1 and 6mbps.
Customer services are non responsive, as is the complaints line to their 'executive'. Currently trying to get Ofcom involved to exit the contract early.
Avoid Onestream like the plague - appalling service, slow speeds, inadequate router. No redeeming features.
Reviewer
KK
Location
County Durham
Date
19/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I am in general satisfied with the internet speed etc. However, I do not understand their management policy in term of refunds. In the first month, I mistakenly paid the invoice twice. I requested them to refund one of the payment since they owe some money from me. However, they refused to refund. I found that some UK companies have this kind of malicious practice, and it seems that Onestream is one of such company.
Reviewer
Nat
Location
Sheffield
Date
19/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Don’t usually write reviews but Onestream totally take the piss!!! My package was £19.99 + 7.99 for router for 18m 64mgb. So first month they too £50 and every other month it’s ranged from £22-£23. Speed is absolutely shocking 16mgb. Tried to ring to change my address got told someone will ring you back no one ever does. Customer Service is absolutely shocking in fact thinking of taking it further!!
Reviewer
Kiyani
Location
Manchester
Date
17/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Disconnection issue all the times just switched to another broadband and been asked to sent back router within 2 weeks or pay fine of £54
Reviewer
SJ
Location
UK
Date
14/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New customer and they refuse to help. I barely have internet in any room apart from the one its connected in (and it's a tiny house!) and one room with no connection at all. No help whatsoever was just told I can buy a new router which I will be charged a ridiculous amount for. Haven't even had this internet a month yet. Regret going with them. AVOID!!
Reviewer
James
Location
Blofield
Date
09/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
We switched to Onestream as they offered a really good broadband price, faster than BT so we switched but from day 1 we haven't received the full service, constant cut outs for long periods, speed issues, WiFi strength is awful, had to upgrade to a better modem for an extra £10 a month but still it cut out every day multiple times, when called they honestly didn't care we had issues, this week on 5/10/21 our Internet was dead, wouldn't work at all, I called them and apparently it was working, they just thought I rang up for the fun of it, they said they'd give me a call back within 48 hours but it's now Saturday when I can't constact them now till Monday, I've tried on many occasions to get out of the contract but I've been given the constant run around and they will not let us leave without paying the rest of our contract, even though we haven't used Internet in 4 days so far, we've had to take up a new package & line with BT just to get better Internet. PLEASE AVOID Onestream, worst customer service I have ever seen.
Reviewer
Hannah Hooper
Location
London
Date
04/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
At least once a month the internet disconnects for at least 48 hours, one stream claim they don't know when this will happen, but suddenly it'll stop working due to works in the area.
On the install I was told by the installer that he'd be back after he got a part, he never came back, one week after that someone else came to install the internet, but no one emailed me or rang me, I had to chase,
I was also recently without internet for a week
3 times I have spoken to customer service and 3 times I was promised my account would be credited and I would not pay the full amount, especially after I was without internet for a week, which is important when you now work remotely.
3 times now I have paid the full amount even after being reassured I wouldn't.
I don't particularly enjoy spending hours wasted on hold to an internet company, but I've probably rang to complain more in the last 3 months then I have in 3 years at my last property (was with BT). I changed because the price seemed very good, but all I can say is I guess you get what you pay for, Unreliable service and a customer service incapable of actually actioning anything.
Reviewer
Shaun smith
Location
Bradford
Date
15/09/2021
Comments:
Never add a bill off them and cut me off waste off space off a company not helpful at all never go with these again
Reviewer
Richard Lenton
Location
Bromsgrove
Date
09/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopefully you're reading this before committing to onestream, if so please do yourself a favour and spend a few quid more per month and go with an ISP who is more credible and reliable. Customer service is terrible, as is technical support, that's if you're lucky enough to have them respond, the wireless router is just awful, and drops significantly when in another room, inconsistent speeds from terrible to worse, what can I say don't sign up.
Reviewer
Emad
Location
Hereford
Date
04/09/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
please stay without internet but dont try onestram , they don't respect customers, they increase payments , and reduce speed ,
please try with anther supply.
Reviewer
Kevin Junior
Location
Portsmouth
Date
01/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a Onestream Customer by my experience with them i would advise anyone who is thinking of joining them think again as i have been treated unfairly even though they know i have Mental Health when i first joined they sent me a router with the wrong password card since day 1 my signals have been rubbish and no engineer has come out to my address to fix any problems, also when i reported no internet for a whole week i never recieved any compensation which i always paid my bills until last month as i dont think its fair paying for something i wasnt recieving properly and they clearly didnt give a fk only wanted money out of me, I have had nuisance phone calls from people threatening to kill me and my family so i reported that to Onestream and was told if i want my home number changed i would have to pay £25 which is a rip off my number was exdirectory so how did people get hold off my number i found out they sold not just my number but a bulk of other numbers to random companies. I will be speaking to my local newspapers hopefully tomorrow as Onestream is a Disgrace of a company and should be investigated for breach of contract as i promised to pay on the 9th and 2 weeks after but they thought they could take money out of my bank yesterday morning which put me in the red with my bank and i will get an overdraft charge from my bank as i havent got one. So please take my advice Stay Away from Onestream they promise you great speeds when in fact they aint any good they dont care about there Customers at all.
Reviewer
Mark Taylor
Location
West Midlands
Date
24/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid.the price I was told was not what I had on my second bill.extras put bill higher something that I was not told about.another rip off broadband provider
Reviewer
Alex s
Location
Torrington
Date
23/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Sometimes it’s not too bad but most of the time it’s unbelievably slow and unusable
Reviewer
John b
Location
North Yorkshire
Date
18/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Siobhan
Location
Glasgow
Date
10/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
One of the worst providers we have been with. Switched from Virgin Media to avoid early cancellation fee (moving house soon and Virgin is all 18-month contracts for existing customers). Wish I had just stuck with them now to be honest! Broadband drops off at least twice a week. Not great when working from home either!
Reviewer
June
Location
Ipswich
Date
25/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Maureen
Location
Clacton-on-Sea
Date
22/07/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had onestream for over six months now. Really happy with the service, changeover went without a hitch, they are cheaper than my last supplier and the speed and latency are superb! I'd say give them a try personally, big thumbs up from me.
Reviewer
Eli
Location
Sussex
Date
15/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Really terrible and definitely one to avoid. They disconnected my old provider and I was then left without any broadband - so far 3 weeks and ongoing. The published price was not the same as the direct debit which was higher and to add further insult they still took the direct debit even though I am still without service. Their tag line is for a smooth transfer device. That’s a lie. Their tag line is there are no in contract price increases. Another lie. They say they offer the cheapest broadband - another lie because they hide the true costs. Their live chat gives an average wait time of one minute. another lie. Not sure how they got a licence to trade but one to steer clear - if nothing else that to preserve your sanity rather than experience their utter incompetence!
Reviewer
Gokulman Rai
Location
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I had to move home. They could not provide service to my new address hence only option is to terminate the contract but they are charging me more than £147 for it. No sympathy or consideration to reduce the charge. Very opportunistic. Also the quality of connection was inconsistance, losing connection frequently.
Reviewer
M
Location
Worthing
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst provider I have ever had. No contact option readily available; no service available on a daily basis with disconnection lasting long time, but paying for unlimited superfast broadband. Shameful con artstry that I will have to report to Trading Standards if nothing is done.
Reviewer
Jon
Location
Date
09/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Barbara Davies
Location
Hatfield
Date
30/06/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
All was OK until I tried to switch the account and billing to my partner before I left him. It seems he has not been paying so they reinstated my D/D without my knowledge or authority and charged me for 2 months. They will not talk to me (GDPR) because it's not longer my account but they think they can bill me! Thankfully my bank has sorted it out (I hope). Worst customer service ever.
Reviewer
Dennis
Location
Nottingham
Date
21/06/2021
Comments:
The worst experience I've ever had. It's been 6 days since the installation and no internet yet. (Still waiting for a solution) Every attempt to contact customer service is a waste of time.
Just avoid this company, I would rather pay more and have good service than this nightmare.
Reviewer
S G O
Location
Blackpool
Date
17/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs! Attempted to switch to Onestream. Got messed about. Appointments made, no engineer came, hours wasted on lousy customer telephone line trying to reorganise, Robbed of £6 for absolutley nothing. DO NOT USE ONESTREAM
Reviewer
Steve
Location
Manchester
Date
16/06/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had Onestream for three months now ,I have had good service in that time and cheaper than my last supplier, I'd say give them a try, I'm pleased with the service and price
Reviewer
Kelly
Location
Wingate
Date
15/06/2021
Comments:
I can't even give any stars was ment to get connected yesterday still waiting engineer couldn't even get a connection so just disappeared went to do live chat and was told it will be live by midnight yet still waiting
Reviewer
Dan
Location
Uk
Date
08/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful internet service AVOID
Reviewer
Nathan Anderson
Location
Dundee
Date
04/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Started of with onestream fine, got t he guaranteed speeds and it was okay, only issue was the range that the router could distribute WI-FI was pretty bad 3 Meters at best. A month or so down the line my Wi-Fi gets shut off with no explanation after inquiring I was told BT took over the line and I can either pay a cancelation fee or pay to get the line back, I went and asked BT why this happened and they had no record of this at all. I went back to argue with OneStream for weeks until they finally said they would get the line back without charging me and it would take 14 days at most, 2 weeks go by and nothing. So I checked back with them only to find that there was "problems" and it would take another 2 weeks to get my internet back and they didn't even try and contact me to tell me this I had to go back and complain to them. Eventually I got my internet back and it was working fine and I was reasonably happy. Of course as expected my internet stops working properly again a month later. All of the ethernet ports dont work, and the Wi-fi connection is abysmal at the very best when it's working, this is with any device even in touching range of the router, they are sending out another router, of course it's the terrible old piece of plastic that they have as there standard router so I will have to see if that works but based on the rest of my experience I am not going to get my hopes up. Also every time I've had a problem there first solution is to try sell me something such as paying to get the line back or to upgrade my router to one that's actually useful for about £35.
I advise anyone considering OneStream to go to absolutely any other provider.
Reviewer
gareth
Location
gwynedd
Date
28/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling service. Seldom reached the guaranteed speed. Avoid this company
Reviewer
Nick R
Location
Lincoln UK
Date
20/05/2021
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Unfortunately the 66 mbps offer at point of sale was not to materialise after a month of being with one stream.
I got 10-12 mbps over the past two days.
WiFi I get up to 45 mbps DOWN (on a good day).
Wired Ethernet cable I get no higher than 45 mbps DOWN.
Customer service is nonexistent. You cannot get hold of anyone. They say three days to reply to emails as calling them is (they say) a five minute wait. It’s way longer than five minutes.
I came from Sky and it was expensive for what they gave me but it was well worth the customer service. One stream do not like customers, clearly.
The hub you get is the cheapest bit of plastic going and I would suggest getting a decent hub.
In all I’d say if it sounds too good to be true… it usually is.
Reviewer
Kevin
Location
Bath
Date
16/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
The worst WiFi I have ever had, my biggest regret was moving from Sky. I have complained and was told by Onestream that at the router they comply with speed.
So WiFi must be due to cheap or poor router as this hasn't happened before.
DO NOT USE ONESTREAM.
Reviewer
Mat
Location
Date
13/05/2021
Comments:
A tin can and a length of string, that's basically what your paying for if you go with this so called broadband provider. Was told that their service would have a minimum speed of 49mbps, however running speed tests at various times of the day more often than not the speeds are way below this so much for the 55-76mbps that I'm paying for. Have had these as my ISP for about 5 weeks and pretty much everyday I have had some sort of issue with the service from speeds slower than they should be to the connection randomly cutting off. And yet the so called customer service team can do nothing other than blame you the customer for their issues because and I quote ''everything is fine on our end'' and yet I can't connect either via WiFi or an ethernet connection. Up to this point after me telling them the constant problems, not to mention that I'm currently on router number 3 and still having problems but theirs nothing wrong with their stuff and it's my equipment such as my computers, tablets and so on that have suddenly developed the same fault both wired and wireless. Also if for some mad idea you decide to go to this provider make sure you check your direct debit as I've had one set up by these for a fortnightly amount of £22.50, and I would hazard a guess that majority of you reading this would have seen their adverts quoting this price not £45.
So just so summerise,
Reviewer
Pijus
Location
Peterborough PE1
Date
11/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst experience ever!
For starters, never even got connected to this so called "Broadband". Never received their broadband package with modem etc. , They booked engineer to visit my property to install their services, he didn't showed up. When i tried to cancel my order, they put me on 72hours waiting list, 7 days passed, still no news about getting my money back. Online Chat operators are useless AF. They are cheap for a reason. Don't go near them.
Reviewer
DH
Location
UK
Date
10/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
The fact that the company charge £10 for a late payment, which I've attempted to resolve the same day I received the text notification, is poor form. A fine of this type only serves to punish further customers who are likely already struggling financially, and there are apparently no grounds for appeal. I know this is a typical aggravated customer catchphrase but this, for me, is enough to mean that I'll be leaving Onestream as soon as I'm out of contract, and I'll be spreading reviews to ensure other potential customers know about this slithery policy. This is absolutely not the time or the climate to be issuing fines; people are struggling, and the higher-ups in this company don't have an ounce of humanity between the lot of them, it seems. The shareholders and CEOs might walk past a £10 note in the street but for me and a lot of customers, that's shopping for the week, or public transport for a few days. I'm incredibly disappointed, and quite hurt.
Reviewer
C McC
Location
Bristol
Date
04/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
In only 2 months with Onestream, they have:
Failed to cancel my previous broadband provider contract.
Claimed I had cancelled the contract and demanded their router back (before it was received).
Sent a wi-fi router based on 2009 technology, delivering a far slower connection than the line.
Dropped service directly before a bank holiday weekend, with no support available.
Not responded to support calls - mailbox full.
Live chat support refused to even diagnose the problem unless I accept a £120 engineer callout charge.
Threatened me with a £370 cancellation charge.
Not responded to complaints calls - their advertised number is just static.
Not responded to complaints emails - auto-acknowledgement only.
Avoid like the plague.
Reviewer
Henry Lewis
Location
Telford,. Shropshire
Date
30/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly dire service. Like a similar reviewer we switched from sky as service was apparently cheaper yet faster- they mistakenly activated internet at my old address which was a fault they recognised themselves so we promptly got onto customer service who said they'd get it sorted in 14 days. I asked for an email to confirm what was said & they obliged. One month later no email, no internet and neither my partner (NHS employee) or myself can work from home. I should say I have been onto online customer service many times and their recommendations never work. Huge mistake, thoroughly regret trying to save a few pounds. Honestly, avoid them.
Reviewer
Edward Barlow
Location
Selby, United Kingdom
Date
24/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I was with Sky for an 18-month contract with no issues. When it was time to renew, I came across Onestream and noticed it was dramatically cheaper. I thought since it's the same line, then I'd save some money and signed up with them. This was a major mistake...
Since we've had the line, there has been around a 50% chance that at specifically 8:20 PM every day, the internet will FULLY RESTART and be unusable for 5 mins each time; this gets frustrating went you are in calls trying to work with people.
Recently things have gotten worse where we will get intermittent packet loss over the day. This causes you and others to break up and not be able to hear each other when in Zoom calls etc.
I attempted to contact their support team, who ran a single line test, and because nothing was wrong specifically at that time, they just tried to get rid of me by telling me it's probably weak WiFi.....? The whole house is cabled, and I never mentioned using WiFi; it was just a weak attempt to get rid of me.
I tried to re-explain again that the packet loss is intermittent and not always there - but they refused to accept any reports or escalate the issues telling me it would be £400 if I wanted to cancel today.
AVOID AT ALL COSTS! No actual support is given if you have a problem.
Reviewer
Christoph Friedrich
Location
SW19
Date
21/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since switching to Onestream, have had very low speeds at 300 kpbs vs guaranteed 38 Mbps. Limited chat time until 17.30. Customer service insufficient. They have not provided a solution yet, other than offering that I pay another £39 for a better wirless router (which apparently is at a discounted price). Cannot recommend Onestream, go with an established provider.
Reviewer
Kate
Location
Glasgow
Date
21/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Tried to cancel been told it will take 30 days to cancel even though spoken to bt and they said they can take over the line in 2 weeks,constant lies!!!! Reported now to financial ombudsman and ofcom bunch of conmen!!!!
Still no internet,still no answers, honestly this company got the nerve to keep adding fake reviews, please stop it it's embarrassing
Well I would like to say it is not a good start to joining these jokers, firstly had to chase up my router, as no email, of any kind to let me know I even had a contract with them, cannot get through to there online chat keeps crashing,got through eventually on the phone. Eventually got a email stating I'm going live on the 14/04/2021, which is fine, that day came and passed then was told the 19th, that date came and passed,
Now they're blaming openreach saying a delay on the line, cannot give me a date, on when my internet is going live. Please don't waste your time with them giving them one day as I know for definite that I'll be calling them and hoping I get through to cancel my contract, appalling service
Reviewer
Jenny Wan
Location
Sandbach
Date
16/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Returned to Onestream after being with the Post Office on a wet piece of string. Onestream service is superb.
Spoke to Matthew who dealt with my requirement to return to Onestream Fibre. Very professional and helpful. Highly recommended.
Reviewer
chris
Location
Date
13/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Karl O
Location
Guildford
Date
10/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all cost. Really, please do not use Onestream.
They failed to connect our broadband for two whole weeks. we had already left trusty Plusnet, which was a big mistake. It was so stressful with school, college and work. Onestream utterly disappointed us and made all sorts of excuses.
The way they restrict customer service through a never available chat is shady. Also, every answer is scripted and you are never sure what is happening.
We cancelled within two week period and they STILL CHARGED us for the full first month despite not having a single byte transfer through their servers.
It is now over three months later and NO REFUND.
It does not matter how many "agents" you "chat" with, they could not care less.
To top this they are NOW THREATING to charge us for a router that has long since been returned.
So please, I beg you not even think about going on the journey of pain and more pain that is Onestream.
Reviewer
Brian
Location
Devon
Date
10/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I was supposed to have gone live with them last Wednesday 3rd of April phoned them up to be told I would be connected by midnight, it didn't happen, then they blamed BT for there engineers not fixing it, it is now Saturday an still not fixed, you can never get anyone to talk to so I tried live chat and got through to a man called TOM but as soon as he realised I was complaining he cancelled the chat and hung up. Disgraceful behaviour.
Reviewer
Nathan Anderson
Location
Dundee
Date
09/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
My line was taken away from me without my permission and OneStream says this was by BT while BT has no record of this, so OneStream tried forcing me to pay £30 to get the line back or the early cancelation fee because they made a mistake, it took weeks for them too say I can have my internet back without the extra fee, it was supposed to take 14 days but after 14 days there was still nothing, contacted them again and was told this would take ANOTHER 14 days meaning I will be 40 days out of internet for absolutely no reason, you can see why they have such bad ratings, I will be changing providers the exact day that my contract is done.
Reviewer
Brian
Location
Devon
Date
08/04/2021
Comments:
Just joined onestream after having broadband from the post office which was rubbish, so signed up to fibre broadband with onestream a month ago was supposed to go live on the 7th of April, did not happen by 3pm so rang them to which I was told it could take until midnight fare enough so waited until 11am next day still not connected so rang again to be told the engineer had not connected me and could take up to 72 hours to fix, seems to me I have left one rubbish company for another, a quick tip to anyone trying to ring any broadband company pretend you are a new customer wanting broadband you will get through quicker.
Reviewer
Kian
Location
Penrith
Date
07/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Like the chap below, I just want to thank everyone who has taken the time to give a detailed insight into how atrocious this company really is. I was seriously considering changing to them. Think I'll now put up with EE for another 18 months. Thanks all!
Reviewer
Terry
Location
London
Date
01/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Since signing up with One Stream last September 2020 I have had nothing but trouble with them taking payments from my direct debit set up with my bank my contract is for £20 99 per month for one year but I get charged £30 98 they say it’s for late payments how can that be when it’s been set up they have even asked me to make payments over the phone wish I had never gone with them bad mistake
Reviewer
Emma
Location
WATFORD
Date
31/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.
Reviewer
Frustrated by Onestream
Location
England
Date
25/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
To appreciate how genuinely bad Onestream are here is just one email in a string of communications between us:
Written 25th March 2021:
Yes, I do want a call tomorrow please.
I do not accept your point of view. I am concerned by constant errors and poor service, and I don't appreciate your prior or latest written response:
"...there isn’t anything else I can advise on. We’ve spotted an overcharge and have remedied it"
Perhaps you could contemplate how poorly this, and your previous unclear written statement, appear to a customer.
The fact is we've not been with you very long, but face yet another charging error. I am deeply concerned by the bills we've received to date all being massively over prior contractual cost expectations.
As a result we have no idea how much we've actually spent per month to date. I have no visibility of the amounts of various refunds or dates of refunds being applied. I cannot assess whether credits have been applied correctly. I have no idea how much my monthly bill run-rate is or forecast what it will be. I'm frustrated by the contract tariff vs. actual costs and cannot easily audit cost variances to date; The billing errors, credits applied, numerous amendments, poor visibility of transaction dates, with no clarity of refunds, all add to the general chaos surrounding Onestream.
In addition we've had to buy a BT home hub system to boast the WiFi signal because Onestream is the weakest home WiFi we've ever had.
We can't get the usual caller display we've consistently had with other suppliers. We don't have a phone messaging system which has been free with every other supplier.
I bought this service based on perceived lower costs yet in reality this is the most expensive and troublesome phone-wifi package we've ever had. That shocks me.
To frustrate matters even further, the Onestream communication lines are a disgrace; the chat system is unresponsive and you don't take phone calls. I am solely reliant on this cumbersome email method.
Genuinely I'm counting the days to being able to switch suppliers.
In summary, Onestream has not provided a good technical service on any level to date. It's proving far more expensive than anticipated with excessive billing errors. Onestream customer services is not fit for purpose by any standards.
So, yes please, I would like a call tomorrow.
The agenda should include, but not be limited to the following:
1. I'd like to explain my frustration your response caused and reiterate how bad it is to be one of your customers.
2. I want a full explanation of our billing, credits, and refunds in total to date.
3. I want a financial billing summary sent to us. Our business accountant can then confirm there is no mis-charging, that refunds and credits have been applied correctly and physically recieved to ensure there is no potential for fraud.
I look forward to speaking with you and hope you can approach the call with an appreciation of how frustrating it is to deal with Onestream.
Yours sincerely
Reviewer
Robert Ballantyne
Location
Edinburgh
Date
20/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Keep well away from this lot!!!!
I signed up for this lot but after reading reviews I cancelled. Nevertheless a router was posted to me. After speaking to a live chat member, I was told to send it back with the courier when it arrived.
On 26 Feb I received an email asking for the router to be returned. I told them I had sent it back. On 19 March I received another email asking for the router to be sent back with a threat of charging me £52 if it was not returned. I have sent another email to them.
Reviewer
Jacci Jaques
Location
Isle of wight
Date
09/03/2021
Comments:
Cannot recommend.... Overcharging on direct debits.... Can never get through to anyone on the phone, emails go unanswered, nightmare start to finish
Reviewer
Martyn Evans
Location
Caerphilly
Date
03/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Within 3 days of joining Onestream, I knew I'd made a bad decision. Connection was intermittent and speeds were dire. Customer support is poor as only live chat is available. Fortunately, I raised a complaint within the 14 day period and they allowed me to leave free of any penalty charge. My advice to anyone thinking about signing up to Onestream would be to think again. I've been with Sky, Plusnet and EE previously but I've never experienced anything like the issues that I have with Onestream. Go elsewhere and learn from my mistake.
Reviewer
Joe
Location
Swansea
Date
02/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!
Reviewer
Chloe
Location
London
Date
02/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Their website mentions no in-contract price hikes and it is a complete lie. We were on a £17.99 12 months contract and it went up to £30.98 within months. They are thieves...
I couldn't even believe they get away with stuff like that
Reviewer
David Hodgson
Location
Staffs
Date
22/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Exceptionally terrible. I've been waiting 2 months for a service from them and they give me nothing but empty excuses time and again. Each time they promise they are doing everything they can, and week after week they do nothing. A truly useless bunch of wastrels. Avoid like the plague if you value your time.
Reviewer
Karen
Location
Darlington
Date
15/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!!!!!
Reviewer
Stephan Laurent
Location
Bexley, London
Date
09/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Michelle
Location
West Berkshire
Date
09/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.
Reviewer
Mark Kane
Location
Denny
Date
04/02/2021
Ratings
Satisfaction
1.00 stars
Comments:
Avoid these people seriously service is non existent. They need to be held to account.
Reviewer
AA
Location
BATH
Date
31/01/2021
Ratings
Satisfaction
1.00 stars
Comments:
Avoid this company unless you want to lose your internet connection and not be able to contact anyone to rectify the situation. This company should not be trading!!
Reviewer
JB
Location
Edinburgh
Date
21/01/2021
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I'm reasonably happy with the connection I've experienced so far. Nice and fast, and the package was discounted when I started so very cheap.
Customer service is varied; I gave one rep a 5 star review he absolutely deserved, but I had others I'd happily drown for the good of humanity, including an email from a snarky manager.
Be aware they ship routers with outdated firmware from 2018 when there were serious issues with the FBI and Avast flagging known DDoS and Cryptohacking attacks; Avast Threat Landscape Report 2020 expected increases in these and there is evidence of personal data being grabbed when going through comprimised routers.
The Technicolour router they supplied me has no auto-firmware update meaning that security patches are not updated. They currently have no services for customers to download firmware updates and I have asked for this security concern to be escalated.
In fairness, they are NOT the only ISP who does this, and I have confidence that they will address this glaring issue promptly to demonstrate a leading role among ISP's.
tl;dr Reset the chat if you're landed with a dork and try again; excellent speed; wave their failings publically and watch them shine; learn internet security, it's YOUR responsibility too.
Reviewer
Brett Witchalls
Location
Manchester
Date
20/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Shocking service. Should have gone live last week, but still haven't received router. They are completely uncontactable - don't answer their phones, respond to emails or engage on their web chat. Avoid at all costs!
Reviewer
HP
Location
London
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID - raise prices mid-contract without any notice and then charge you extortionate amounts to leave, citing some lost line in the small print of that contract they know people don’t read. Extortion and corporate greed at its finest. Not to mention constant issues with broadband cutting out and a non-existent customer service (until they want money from you!!)
Reviewer
George
Location
Spalding
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........
Reviewer
viks
Location
wokingham
Date
08/01/2021
Comments:
Order online, pathetic customer service , there telephone line never connects. What ever discussed on the chat make no sense. They are not able to cope the higher demand of customer. stay away with them. although they are cheaper but worst is all other expect.
Reviewer
Vivienne francis
Location
Alton
Date
05/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
Reviewer
Vivienne francis
Location
Alton
Date
05/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
Reviewer
James
Location
Leeds
Date
30/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just wanted to leave a quick note to thank all the people who have reviewed this company and left the negative reviews. I’m glad I did my research before almost signing up. Seems like I dodged a bullet! So these reviews definitely make a difference! Thanks for the heads up.
Reviewer
Mark Young
Location
Rochester, Hoo
Date
11/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Charlotte
Location
Southampton
Date
10/12/2020
Comments:
If I could give 0 stars, I would. Shocking service as their phone lines are not up and running due to Covid and everything is done over chat. No one speaks to anyone so when we were told we'd have a new router in 2 days, it wasn't actioned with anyone else. Had to follow up 5 times and by the last time we were told the action was then cancelled by the technical team because we were deemed to have no problem (sure, internet dropping to 0mbps every 30 mins is no problem!!)
We were sold an upgrade in March at £27 a month for superfast broadband and told we could discuss cancelling after 6 months. We tried and were told we couldn't do it
The price increased to £39 in August and we had no letter confirming. When challenging this they said that they didn't have to show us proof of postage in line with Ofcom.
We now have to pay off the remaining balance when we move in January for an absolutely terrible service - both customer service and internet service.
If you're thinking about a cheap provider, I'd go with anyone else as I promise you - the prices are too good to be true.
Reviewer
Anita G
Location
Stockton On Tees
Date
25/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.
I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.
I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.
And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.
Reviewer
Tony Breeze
Location
Nottingham
Date
21/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I paid the £50 deposit then they mailed me to say that if I wanted the speed that I'd asked for I would have to pay another fee to BT Connect for ADSL between (£70 - £190). I immediately cancelled but now they wont return my deposit so I'm taking them to Small Claims Court very soon.
Reviewer
Huw
Location
Swansea
Date
25/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Avoid..
I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.
Reviewer
Rich Stock
Location
London
Date
15/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Avoid at all costs - the actual broadband was patchy and slow (although not unbearable).
The worst bit though was in the middle of our contract they claimed they could no longer afford the discount set out in the contract and raised the price from £13 to £25/month. Shortly after the price rise kicked in they then lowered their prices again for new customers.
Dishonest, disingenuous and just poor.
Reviewer
James
Location
London
Date
14/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Olga
Location
Manchester
Date
08/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have not had problems with the speed or reliability of the connection with OneStream, however, I was unable to use my Chromecast with it, I was paying 3 times the price of what I thought I would be paying but the worst was when I received a letter to say that OneStream would take legal action against me, despite, themselves having broken the terms of our contract, despite myself informing them in writing that I do not agree to the new proposed terms and I wish to cancel my connection and despite having already been assured by OneStream's customer service via email that the account was closed and no amount was owed. It is outrageous being threated with legal action for not having done anything wrong, just because OneStream are incapable of keeping up with their records. Also, there is no means of speaking to anyone during COVID. Appalling service overall.
Reviewer
Rob
Location
cornwall
Date
06/10/2020
Comments:
Every bad comment that is made about this provider should be taken notice of. Absolutely disgusting company. One lie after another. Absolutely can not give them a low enough minus rating. BEWARE STAY CLEAR AND NOTE ALL THE COMMENTS.
Reviewer
christopher
Location
Date
05/10/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
been whith them for over 2 years on they basic broadband for me its beeen excellent had to call a cople of time annswered phone strait away and sorted problems out straitaway very frendly staff if they give me the same deal will rejoin for a 3rd year can not falt them .
Reviewer
Zaynab
Location
London
Date
14/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
*WORST BROADBAND OUT THERE*
I honestly could not dislike a company more than onestream. They have the most rubbish internet out there, we've been paying £29.99 for over a year for their super fast fibre broadband and even when your 1 metre away from the router you're still on buffering for minutes on end before you see the page. They also have the worst customer service, I was basically called a liar when I had try to complain about the internet speed and I was told that the internet is working and is very fast despite not being able to use it.
DO NOT I repeat DO NOT use them for broadband. Save yourself the misery and stress, now going to virgin media for £24.99 and looking forward to it!!
Reviewer
Ben
Location
Northants
Date
14/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid. No interest in customer support, and if you escalate anything to the "Executive" team, they will flat-out argue with you and be rude. I am having to take legal action against them. Read the reviews - simply the worst.
Reviewer
peter
Location
Aberdeen
Date
14/08/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Broadband was fine with good broadband speed. 8 Months into the contract and in the middle of the Corona lockdown they cut of my service without any warning, phonecall or email. Customer services were then entirely uninterested in helping me get set back up. Would not recommend and am now with an alternative provider.
Reviewer
Freddie rostand
Location
Frome
Date
26/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly horrendous. The broadband doesn't work there is no customer service... no replies to emails or complaints.
Am left with no broadband and no one to help.
Losing money with my business. Wouldn't wish them on my worst enemy.
Reviewer
Jdh
Location
Gloucestershire
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Ok, So I went with Onestream as they were cheap ..really cheap when compared to others. I'm a grown man & should have really known better in fairness.
Ordered FTTC (Fibre to the Cab) - but the order was then changed to normal Copper dal end to end as there was no capacity in the local exchange for Fibre ...despite me being able to order it via their website. (Strike 1)
Everything was ok for the first 4/5 months ...not amazing speeds - but enough to work with.
Then the problems started ......
All of a sudden my broadband price DOUBLED, and some rubbish email from them claimed this was due to the COVID-19 situation.... How/Why/WTAF ? (Strike 2)
Last month I had a fault on the line, line had noise on it, broadband would drop out for a few hours at a time. Tried reporting it to them via their amateur website & to be frank about it - I've had better trips to the dentist.
Was constantly told there was no issue found, it got to the stage where I lost my cool said I was going to a different provider. All of a sudden a 'fault' was detected on my line. I can only put this down to a pure coincidence (Strike 3)
So to recap, (1) I didn't get what I ordered in the first place. (2) My price has doubled due to a nasty flu like bug (3) They need to be forced to look into problems.
3 strikes .. I'm out and heading towards Plusnet
Stay safe & stay clear of Onestream broadband
Reviewer
Georgina Hallward
Location
Wantage
Date
18/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!
Reviewer
Nathan
Location
London
Date
16/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
**Avoid at all costs**
I was in a difficult situation where there was a possibility I was going to have to move due to covid. I enquired about my options and the associated costs of terminating my contract early (without actually confirming the cancellation), as it transpired - I moved house and asked to have the service relocated. I contacted onestream to process the transfer and they advised that the contract had been terminated, I would have to pay a early termination (which was the balance of my contract in full) and then pay again for a new connection!!! Effectively meaning they want me to pay double for the same service. This means that they are trying to directly profit from vulnerable people caught up in convid. Disgusting behaviour. When the broadband was working, it dropped out constantly and they never offered compensation for each drop out. Do yourself a favour and select another provider at all costs!!!
Reviewer
Hisyom
Location
Prestonfield
Date
14/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Reviewer
Said
Location
manchester
Date
25/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
very poor customer service .no one to help no phone line working for them ,only live chat ,thy put you on hold for a long time and the end you tell you someone will call you .very very poor i advise no one join them even for free
Reviewer
K
Location
Wales
Date
23/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!
I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
Maybe this ought to have given warning bells! No support at the weekend!
Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.
But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.
We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
If this wasn't bad enough, we couldn’t contact anyone about it!
Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.
Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.
E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).
When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)
As with a lot of people, work and food supply is online so this is not great.
It really has caused so much problems already.
Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.
We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!
The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!
UPDATE:
We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.
UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.
A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.
Reviewer
Nick
Location
Southampton
Date
21/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Joined onestream at the beginning of June 2018, contract was up for renewal this month so i signed up for 36mps at £23.99 a month. Just recieved my first bill, £34.99, and when checking thier website its now listed as 34.99. Customer service doesnt exist, lost my first router in the post (hermes). Only plus was good reliable speed. I'm now attempting to get out of this new contract which i did'nt sign for and can't afford.
Reviewer
Jackie
Location
Stoke on Trent
Date
03/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could score less than 1 I would do. I joined Onestream back in December 2019. Since then I have not been able to receive incoming calls. An Openreach engineer visited my house and told me that Onestream had not transferred my number from my previous provider. My emails are ignored and this morning it is impossible to connect with an online advisor. Customer service is useless. Avoid this provider at all costs.
Reviewer
S
Location
Lancashire
Date
07/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Never call you back, was fobbed off so many times! Got to the point I cried out of anxiety because of how much I was being fobbed off. Had no internet for weeks at a time, one time over a month! It even happened when I first joined them, and I was in the 14 day cooling off period so tried to switch to another provider but they blocked it because they attempted to contact me a whole week after my initial complaint. I am so happy to be free of them. It's embarrassing I had to get my partner to ring them up and use their deep voice (repeating exactly what I already had stated to them mind you) before I got any compensation. Incompetent. You get what you pay for.
Reviewer
Mark
Location
derbyshire
Date
17/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Avoid this company at all cost shocking bad service my internet went off 6 weeks iv had to move to another provider its a joke avoid avoid
Reviewer
Tom
Location
Lancashire
Date
01/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is an absolute sham and should not be operating as a telecoms provider. Having worked in customer services previously I'm more than used to hearing whingers leaving bad reviews and try to avoid doing so myself without good reason, but this was honestly the worst customer experience I've ever had.
30 attempts to get in touch with customer services, 20 mins on hold each time, nobody ever picked it up. No reply on their email, ever. Nobody ever came to install it so it never worked. Nobody got back to me. After a few weeks of shouting angrily at a brick wall I ended up emailing the CEO who did promptly apologise and give me a full refund.
Please, for your own sanity, don't make the mistake of choosing this company - I've switched to a provider 50p/m more expensive and they are a functioning company at least.
Reviewer
Jackie Crouch
Location
Darwen, Blackburn
Date
16/03/2020
Comments:
Whatever you do, do not sign up to Onestream! Having many problems with them and I still have 10 months left. Speed not as promised - it is the worst I have ever had. Meant to be minimum of 26 mbps but I have had faster dial ups! They say we are getting 40 into the house. Always getting page unresponsive. Customer support terrible and fob you off all the time. I am counting down the months until I can leave.
Reviewer
Turgay
Location
London
Date
15/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I can rate lower I would. The worst home broadband I ever used. I mean last 20+yrs. In fact not sure their customer service worst then their product. Just waiting my last 2 months leight of contract to end. Nothing more to say, stay away. Anything but not this one!
Reviewer
Matthew
Location
Glasgow
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never reply to emails, phonecalls are even more useless. Broadband didn't work for the first two weeks after install but- being impossible to contact- onestream did nothing about it. Avoid
Reviewer
Mehmet
Location
LONDON
Date
11/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
People should just stay away from this, nothing works fine, speed not half as agreed, wifi arrived a week late, nothing went well. You won't even have a "my account" section on their website to check your account.
Reviewer
Ankur
Location
London
Date
08/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wow what a shocking sorry excuse for a company that is powered by Vodafone I am nearly at the end of my contract and am truly thankful that I don't have to deal with a crap service crap connection speeds and the fact that customer service is pretty non existant. Every time I call to complain they always say that there is nothing wrong there end. When I log into the router it states that "there is a problem between the router and the isp".
So clearly the router is smarter than the operators. Never had any compensation. The data on my phone is poor reception is more reliable and the customer service is useful as a. Chocolate teapot. All they years I have swapped may providers and never left a review but this time I feel fleeced out of my money. Currently sitting without Internet and was supposed to be rectified in 48 hours. We are at 48 hours and of course the office is closed conveniently. In sure tomorrow I will call speak to a monkey operating a pho e only to find out that my service is not work g which I could have told them.
OK rant over in short STAY FAR AWAY FROM THIS COMPANY.
Reviewer
Alberto
Location
London
Date
24/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Two months of intermittent service followed by twelve days with no internet connection at all. After several unanswered emails and numerous calls (each of them spending long time on hold before I could talk to anyone), they have been giving different reasons for the slowness/lack of connection - but never got to the bottom of it.
A BT engineer finally came to fix the line 10 days after reporting the fault, but he happened to be ill-tempered and verbally abused the caretaker in the building where I live, so he was not allowed in the premises.
All Onestream decided to do, rather than defending my interests (at the end of the day I am their customer and I am not getting the service I am paying for), was to say that I have to pay a £120 fee for a "missed appointment", when the engineer did not even ring my bell!!!
I think that Openreach may be responsible for the root of most of my issues, but Onestream have never offered the minimum acceptable level of support, despite I have done my best to be understanding and reasonable as a customer.
Conclusion: my honest advice is to avoid at all costs, unless you are after no weekend or evening support, endless response times and general carelessness about their customer's interests.
Reviewer
Dell
Location
West Bromwich
Date
19/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
been onestream and honesty customer service is first class, speed is as advertised, reliability is great, cannot say its gone down for more than a couple of hours in 2 years, was with plusnet for about 10 years and was nothing but problems whem i moved address, they couldnt even transfer my number after telling me they can do it, so now i have vonage for my number and onestream for my internet, both company's have been very helpful when i have had issues
Reviewer
Rob Burden
Location
North East
Date
07/02/2020
Ratings
Speed
3.00 stars
Comments:
Terrible company, just fob you off on the phone and never reply to emails.
2 months waiting for activation date and terminated my old Vodafone service leaving me without broadband for 2 weeks.
Took money for 1st months service despite not even letting me know when I will be activated.
Was finally given activation date and was told by email to make sure someone is home to recieve bt engineer or will incur £120 fine. Guess what? They never showed so waited in all day for nothing. And when I called them was told we dont know why you were sent that email? Absolutely terrible company.
Reviewer
RW
Location
Swansea
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ABSOLUTELY DISGRACEFUL COMPANY - STEER CLEAR!!!!!
These scammers phoned my 84 year old father who suffers with dementia and is registered with tps so should never have been called in the first place, the contract was cancelled and now he is being sent letters threatening court action to recover money they claim is owed to them. The stress caused to my father after reading these letters has been awful.
I've sent numerous emails and thought this had been sorted and still it goes on.
Truly awful company
these people are the most disgusting people I have ever dealt with
after reading other reviews on this website I see this is how obviously they do business
Reviewer
Mctav1980
Location
Kingston upon Thames
Date
02/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting, immoral company who cold call pensioners illegally (my father's number is on the TPS system, making it a criminal offence for companies to cold call him) and scare/harry/harass them into signing up for a broadband contract.
They are now chasing my father for payment for a service they don't provide (no router was ever delivered to him) regarding a contract obtained illegally.
Despite my repeated phone calls to tell them to stop hassling him, they have now sent threats (full of aggressive language - none of it carrying any legal weight) of visits from their debt collectors.
Well, good luck with that. We've had enough, and are fighting back...
Reviewer
Sue
Location
Devon
Date
01/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When we moved to our current house, the previous owners had Virgin fibre and no TV aerial. However the bills kept going up and up. We sorted the aerial and therefore didn't need Freeview and signed up to Onestream. However on the day the BT man came to connect the line, it was discovered that Virgin had physically cut the line, the BT man wasn't "qualified" to climb a ladder and so we decided to stay as we were. We have had constant bills from Onestream. I have emailed to say we are not with them. They have agreed and apologised and said they have cancelled the account. Then this morning I get a letter to say that they will be taking me to court unless I pay £18! This is a Saturday and there is no-one there over the weekend. I am not doing a formal complaint to the ombudsman.
Reviewer
Lisa
Location
Doncaster
Date
31/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this so called company at all costs!!! Had no service for 4 weeks and had no choice but to swap to BT to get phone and Internet back. They are now billing me for the weeks when I swapped to BT and threatening court action and debt collectors. I have written numerous emails trying to sort this out and get ignored. The only response I get is on Trustpilot. Your better burning your money as they did not provide a service to me and it will save your blood pressure and the hours of nonsense you have to endure from them. Sign up at your peril!!!!!
Reviewer
Paul
Location
Liverpool
Date
29/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!!!!!
Reviewer
Nathan
Location
Birmingham
Date
27/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to sign my mother up for this broadband due to the promised internet speed and competitive price. The box arrived two weeks later and might as well of been made of paper. The build quality was shocking. Few weeks down the line the internet goes off, apparently due to a fault with the telecom box in the area. I get given dates when it will be back on. When those dates arrived I still had no internet. Same thing happened again spanning out over a month and they still had the cheek to charge me. The customer service is shocking to say the least. Staff clearly cannot be bothered to solve issues and would rather pass you around. Wish I read the reviews before signing up. Terrible service!
Reviewer
Monica
Location
West midlands
Date
27/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid avoid avoid! Been passed from pilar to post. Spoke to nearly all the staff at the customer services department and none could come up with a reason why they haven’t been connected the internet in over a month. They still had the cheek to charge me even though I was promised I wouldn’t have to pay. Even now I’m sitting here without any internet a months and a half later. Worst company ever. I’ve cancelled my contract and gone elsewhere. Complete waste of time.
Reviewer
Shoyab umarji
Location
Dewsbury
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever, never ever join, i made mistake of not reading reviews
Reviewer
Daphne Atkinson
Location
Takeley
Date
22/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking and Diabolic. I can't believe a company like this is allowed to operate. I run a business and had no phone or broadband for over 8 days. Customer service is disgusting and have still heard nothing after complaining 2 months ago. Avoid at all costs!!
Reviewer
chase
Location
shropshire
Date
08/01/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
the worst switch we ever made at best you don't get stated speeds with constantly cutting off and rebooting of the hub some days it becomes unusable. it may be cheap but so isn't worth the months of phone calles to no avail and no fix or refund offered, even when they said we won't charge you for periods of slow speed or disconnections they still take there money. avoid this company at all costs!!!
Reviewer
krishna
Location
London
Date
06/01/2020
Comments:
worst company in existence.
-someone quit their job whilst on the phone to me
-impossible to get through to someone on the phone
-router took much much longer to come
-communication problems within the company
-ignored emails and messages
-overcharged monthly continuously
-disgusting, appalling customer service in all respects, horrible company.
Reviewer
Hannah
Location
London
Date
17/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
The WORST internet provider ever !!
Their internet is absolutely TRASH, Customer Service TRASH, STAY WELL AWAY.
I've called and emailed numerous times as the internet is so bad you can only use one device- as in phone/ tv/ laptop at a time- and its ALWAYS buffering.
I've called numerous times, been on hold for over an hour many times, been promised call backs, wifi extenders to be provided and claimed to be posted out, internet speeds to be tested with investigations on how to improve the service- absolutely NO response or results that result in better internet or customer service.
I've spoken to Dan Kelly, Darren, Abi, Connor, Darren, Blake after waiting on hold for hours combined with no response to phone calls or emails.
I have sky and I can't even use all the services as the internet is so weak it won't even recognise it on the box.
I am at my wits end with them
I'm stuck in contract I want out it at this point as the service and customer service is abysmal.
Save yourself the headache, the blood pressure and run when you see them. RUN AWAY FROM THE DEVIL HIMSELF.
Reviewer
Cam
Location
Croydon
Date
09/12/2019
Comments:
If you are planning to pay for a service that you would Never receive definitely choose One stream. They have No Engineer therefore they never connect your broadband or fix any problems occur. They politely say they will, but that never happens. Unfortunately this is Not the worse, as when you go Weeks without internet and you say you want to switch to another provider as there’s still no internet and no action while you are paying for the broadband you are not having they Rudely say that’s ok but you need to Pay till end of the contract, one whole year.
My actual rating would be ZERO , but that wasn’t in the options.
Do Not Choose This Provider.
It Is Practically a SCAM.
Reviewer
michael
Location
MIDDLESBROUGH
Date
03/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I tested by speed and got 0.3 i cant access a lot of things as my net slows or freezes or just stops.Customer services stop at 5:30pm when most people get home and switch on,got a problem? sorry were closed!I have lost customers and sleep because of onestreams poor service....my advice avoid,they promised faster for less instead i just got less i had no problem with my old provider! so its not the line they are capping speed i think.Take a pic of the speed test and send it to us she said,my old provider would do a speed test from their end! how low tech are they? be warned and avoid Onestream i wish i did!
Reviewer
George
Location
East Sussex
Date
30/11/2019
Comments:
Stay well away from this provider i canceled with them to end Sept they are still trying to take money from me plus £5 for late payment which i dont owe as my contract ended 27 Aug they dont answer the phone have e-mail 3 times now still no result.
Reviewer
Jake
Location
Bonnybridge
Date
27/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
When I moved house they could not provide broadband in the new location. They then said they would cancel my contract due to this.
A month later they charged me again so i phoned them, eventually getting through and spoke to someone else who said they'd cancel it again for me and refund the extra charges.
Now the next month there is no sign of my refund and they have just billed me again claiming that my contract was never cancelled. This is three times I have had confirmation of it being cancelled and still been charged.
Reviewer
Ian
Location
Crawley
Date
25/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
While the price seems a bargain the service is awfull. The previous service have been cancel, they sent an email saying that all good and dusted , but no router receive still With no internet on the 5th day
.. just nightmare
Reviewer
Saheed
Location
Wd180nq
Date
20/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst broadband company. Please stay away from them. I ring them everyday to ask them to sort out my internet issues and it never gets resolved. Problems since day one. I have given them 1 month notice, now they have totally turned my internet off. I cannot even use it.
Reviewer
John
Location
Liverpool
Date
18/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Thieves just con artist don't sign up with them they took my money and never even delivered the router , promised me my money back that was 6 months ago and still waiting .
Reviewer
Hishom
Location
Edinburgh
Date
12/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please dont sign up with this provider. Not reliable at all. Just keep promising with the delivery time for router. 'i'm apologize for the delay' is their best answer. Then blaming the delivery company for the delayed. Joker!!!
Reviewer
andy
Location
devon
Date
06/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible. poor broadband speed. awful communication.
charged when i shouldnt have been.
find another provider.
Reviewer
John
Location
Newton-le-Willows
Date
06/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never write reviews for anything but this is terrible. Everything from the router, the connection, the customer service. Literally can not find one good thing to say about it. Please do not get this broadband
Reviewer
Amanda
Location
Girvan
Date
27/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Got phone installed but haven’t had broadband working at all since I moved over a month ago. Useless trying to call customer services as after waiting 15 minutes each time I gave up, they don’t reply to emails either. Installation charges are a rip off for a service that doesn’t work. Service and communication for a communications company are shockingly bad. Switched to another provider with no set up costs. Avoid onestream like the plague!
Reviewer
Sara Ahmed
Location
nottingham
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Comments:
I joined after being with Sky on 15.10.19. The broadband speed is horrendous and if you cancel within the 14 day cooling off period, you have to pay out of your own pocket to return the router that i paid £10 for. DO NOT use this provider, strike a deal with your current provider rather than jump ship for what seems like a good deal. it is CRAP.
Reviewer
Boris
Location
Surrey
Date
07/10/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Faultless transition from Vodafone but no communication via email wont answer the phone, the broadband is ok but the router is rubbish so terrible wifi now in the house, seems to have a password on the router so I cannot copy the profile and use a better one. To say the router is 'super duper' is a lie it's the cheapest one availible. Shame on you. Especially charging 9.99 for it probably cost less than that.
Reviewer
Caroline
Location
Bath
Date
24/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I cannot emphasize enough how much of a bad idea getting internet from Onestream is. We were without internet for over a month. Got the router and followed the instructions but there was no internet. Called customer service several times to try and fix it but nothing they suggested worked. Also their lines are only open on weekdays until 5:30pm and average hold time was about 40 minutes. Had to give up in the end and go with another provider. Absolutely ridiculous, seriously do yourself a favour and not waste your time and money with these clowns.
Reviewer
Sid
Location
South east
Date
05/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Internet went off Friday evening. Onestream do not offer support at night or on the weekend. If I had known this I would of never signed up. As of now it has been four days and still no internet
Reviewer
Lisa Mcgrath
Location
Doncaster
Date
25/07/2019
Comments:
Absolute rubbish. 15 days without Internet or phone. Don't ring back when they say they will. Ignore emails and never reply, as they have so many, I was told. I hazard a guess at complaints being made. Avoid at all costs, burn your money its less stressful than getting a refund from them. Ofcom here we come!
Reviewer
Luke Harrison
Location
Woolwich
Date
13/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not sign up to this provider.
The router arrived a lot later than promised. When it did arrive it didn't work and after eventually getting hold of one of the advisors, was sent a guide which didn't remedy the problem.
Two weeks after I was promised to be connected I was told the router was faulty and I needed a member of their technical team to call me. This again didn't remedy the problem. After many attempts to phone them I decided to cancel my subscription. I was told a member of accounts would email to offer a refund, however this still hasn't happened and I cannot get in contact with them. I was 30 mins on the phone to them in one instance and nobody answered. I have sent numerous emails and received no reply. Terrible service !
Reviewer
Jon
Location
North Lancs
Date
07/04/2019
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
Promised 42Mb/s when ordered. Only getting half that. Must do better Onestream!!!
Reviewer
MaximusTummyus
Location
Date
11/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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.
Comments: