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
    2.2 stars
  • Customer Service
    2.3 stars
  • Speed
    2.5 stars
  • Reliability
    2.5 stars

Based on 156 customer ratings since 2023-06-19 (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.

474 Customer Reviews over 12 pages

  • Reviewer
    Location
    Devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    West sussex
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    North east
    Reviewing
    Onestream
    Date
    Ratings
    • Customer Service
      3 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
    Location
    Uk
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Worksop
    Reviewing
    Onestream
    Date
    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
    Location
    Wirral
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Alex was very helpful in resolving the overcharging issues of my internet bill. Thank you.
  • Reviewer
    Location
    Mold
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Mold
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Watford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Leighton Buzzard
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 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
    Location
    Lancashire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Norwich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 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
    Location
    Nottingham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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
    Location
    West Midlands
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 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
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Hastings
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    wokingham
    Reviewing
    Onestream
    Date
    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
    Location
    Alton
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Alton
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Matlock
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Ipswich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Bexely
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    England
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    South Yorkshire
    Reviewing
    Onestream
    Date
    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
    Location
    South Yorkshire
    Reviewing
    Onestream
    Date
    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.

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.