Onestream Home Broadband Reviews

Unreasonable price increase On 1st March, I received a email stated an increment "The cost of your services will increase by 7.5%". As a normal customer, I expected the cost will go up 7.5% from £33.95 to £36.50 but actually the latest bill shown that I need to pay £38.45 (+13.3%). Their CS mentioned the increment is on the Standard Price but the Promotion Discount maintain unchanged and required a customer to understand their industry practices. Please consider seriously and check your bills if you pick this company.

One star is being generous! All I have experienced is absolutely shocking customer service. Internet was due to go live on Monday last week, 8 days later still not working. Spent at least 5 hours communicating via live chat or on the phone, nothing has been resolved. I have been lied to on so many levels, by so many different members of their team, it is getting ridiculous. If you are unfortunate enough to to be in a situation where your internet doesn't work, they will send an engineer costing you £200. During the last week I have discovered that Onesteam has been reported to Oftom multiple times, and has now been removed from multiple price comparison websites such as uswitch, gocompare and moneysupermarket, due to their disgraceful service. Stay away, you have been warned!

Absolutely horrendous site, tried charging me £337 to cancel my WiFi early, as I’m having money issues and need to move home with my parents. Literally works out cheaper to continue paying it which is insane. Would not recommend them to anyone and honestly shocked at how poorly they treat people.

Avoid this company at all cost. Daily I have issues with my Internet, when ever I say that there is an issue they say their testing says its not. I end up using my phone to hot spot, which works better than the WiFi. They will give you a price, but the charge you an extra £4 a month without tell you on the phone.. this is insurance to cover the cost of testing when there is Internet issues and your are supposed to be a priority for them to fix. Biggest joke because it won't get fixed. Then if you want to end your contract early, you pay what is remaining, which is expected. But they charge on top a £99 activation fee, when this was questioned they said its because they do not charge one when you set up and £125 route fee because your renting it off them. Scam, joke, appear cheap, but so many hidden charges

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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