Onestream Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Onestream.

Recent Customer Ratings for Onestream

  • Satisfaction
    2.5 stars
  • Customer Service
    2.6 stars
  • Speed
    2.6 stars
  • Reliability
    2.7 stars

Based on 175 customer ratings since 2023-07-25 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

518 Customer Reviews over 13 pages

  • Reviewer
    Location
    Maryport
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Technical call with Jai - very professional and efficient.
  • Reviewer
    Location
    Batley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Inverclyde
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Alex was very clear and helpful not like past contacts.
  • Reviewer
    Location
    NA
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Jai was excellent in helping me with my concerns in a prompt and professional manner. I am very grateful.
  • Reviewer
    Location
    Bedford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Huddersfield
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Brilliant customer service, explained anything I needed to know and sorted my issues fast and efficiently.
  • Reviewer
    Location
    116 Holland House Road
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    Huntingdon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    BARKING
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Glasgow
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Charged us £199 for a ‘missed appointment with an engineer’ which they gave us less then 24 hour notice for
  • Reviewer
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    ALEX was very kind to resolve my billing issue .thank you for the good service .
  • Reviewer
    Location
    Essex
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Alex was really helpful after having had no wi fi for weeks. Thank you
  • Reviewer
    Location
    Boscatle
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Alex handled my enquiry very efficiently.

    I am very happy with the price match and service provided.
  • Reviewer
    Location
    London
    Reviewing
    Onestream
    Date
    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
    Location
    Caterham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Alex B was very helpful in answering my query.
  • Reviewer
    Location
    North UK
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Alex was great, answered my question and sent me all the info I needed!
  • Reviewer
    Location
    Timperley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 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
    Location
    Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very helpful customer service assistant today- Alex. Dealt with query v efficiently.
  • Reviewer
    Location
    wakefield
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    PERTH
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Leeds
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    UK
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    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
    Location
    Wales
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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
    Location
    Anglesey
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Sheffield
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    Norfolk
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Fife, Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    Hertfordshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 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
    Location
    Weston-super-Mare
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking broadband. Whatever you do. Don't get their broadband!
  • Reviewer
    Location
    South Wales
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    South Yorkshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Broadband issue solved very quickly. Thank you Tom.
  • Reviewer
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Was having problems but customer service advisor Alex B was great
  • Reviewer
    Location
    Bury St Edmunds
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 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
    Location
    Essex
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Alex was extremely helpful online. Sorted the enquiry quickly and effectively.
  • Reviewer
    Location
    Swindon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Dunblane
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    Ulverston
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    Somerset
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 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.

The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.