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
    1.9 stars
  • Customer Service
    1.8 stars
  • Speed
    2.1 stars
  • Reliability
    2.1 stars

Based on 113 customer ratings since 2020-04-14 (Show all time ratings)

Visit Onestream   Read our Onestream buyers guide

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.

91 Customer Reviews over 3 pages

  • Reviewer
    Location
    BATH
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Girvan
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    terrible. poor broadband speed. awful communication.
    charged when i shouldnt have been.
    find another provider.
  • Reviewer
    Location
    Stockton On Tees
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Northants
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    Surrey
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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
    Location
    Devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Devon
    Reviewing
    Onestream
    Date
    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
    Location
    Croydon
    Reviewing
    Onestream
    Date
    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
    Location
    Bath
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Southampton
    Reviewing
    Onestream
    Date
    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
    Location
    shropshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 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
    Location
    Takeley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Staffs
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    West Bromwich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    WATFORD
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Frome
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    England
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 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
    Location
    Spalding
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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
    Location
    East Sussex
    Reviewing
    Onestream
    Date
    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
    Location
    Wantage
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 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
    Location
    Edinburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Prestonfield
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Swansea
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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
    Location
    Crawley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Isle of wight
    Reviewing
    Onestream
    Date
    Comments
    Cannot recommend.... Overcharging on direct debits.... Can never get through to anyone on the phone, emails go unanswered, nightmare start to finish
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Darwen, Blackburn
    Reviewing
    Onestream
    Date
    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
    Location
    Bonnybridge
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Leeds
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Edinburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 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
    Location
    Gloucestershire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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

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