445 Customer Reviews over 12 pages
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- Location
- Northants
- Reviewing
- Onestream
- Date
- 2020-08-14
- 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.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-11-30
- Comments
-
Absolutely shocking, I would like to call them a company but fraudsters is probably more fitting, these people will do everything to take your money and nothing to help there’s a reason why they’re cheap! Do not fall for it I did worse choice ever!
Even after the contract has ended they won’t let you leave and keep taking demanding money.
- Location
-
- Location
- Bedfordshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
-
Stay away! Worst internet provider I’ve ever had. My room is 2m from the router but it only ever works if I’m sat directly next to it. Due to my laptop not having an Ethernet customer service said there’s no way they can test or improve my service. Absolutely shocking how poor and slow the service is. They should be paying me to put up with it. Avoid at all costs
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-12-31
- Location
-
- Location
- Kings Lynn
- Reviewing
- Onestream
- Date
- 2023-11-24
- Comments
-
My cheap rate (£37) was due to run out on 11 Dec and I had an email telling me to "click here" to renew for £29. So I did, and then got an email saying the charges were £37 as I had to pay to upgrade my router and pay an additional fee for "Onestream Assured", which would mean I was guaranteed help if I needed it. Thought that would have been included as customer service, but never mind, I was cross that I had been cheated by an inflated price that I called to cancel my subscription. Got put through to an chap called T****r, who spent around 50 minutes trying to talk me into not leaving. He said he would honour the £29 as it was a great deal and I wouldn't find cheaper, and he got annoyed when I said I wanted to shop around first, saying I wouldn't find anything cheaper and what a great deal I was getting. I felt pressured into renewing. So, I agreed, but then looked online at other deals to see that I could get one for £13.99 and even Onestream was offering new customers deals for £20. At this point I rang back to cancel and was put through to T****r again.
He wouldn't take no for an answer, even after he said "if I offered you it free for a year would you stay?". I felt totally bullied, but stood my ground and was told I had to give 30 days notice so my cancellation date was 21 Dec. I'm guessing the first part of the call wasn't recorded as we got cut off and he called me back and wasn't being rude or aggressive, just pushy. I cancelled. Then I got an email saying I would incur cancellation fees of £622 (yes, more than six hundred pounds) or I could "click here" to stay with Onestream.
Seriously NOT happy with this service.
Have since spoken to a very helpful lady in Retentions called L**y. Probably would have stayed with Onestream if I'd have spoken to her in the beginning. Overall a very stressful experience.
- Location
-
- Location
- BK
- Reviewing
- Onestream
- Date
- 2023-01-12
- Comments
-
The WORST MOST INCOMPETENT COMPANY IN THE WORLD!!!! If I could describe the hate!!! I have for this company!!!! Save your self!!!! Stay away!!!!
- Location
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2022-11-08
- Comments
-
Definitely NOT recommended. Signed up to an 18 month contract for 22.50 per month and ended up paying nearly £30 per month by end of it. Extras added on that I had not requested - apparently an email was sent advising of charges and right to cancel, I have no record of any email. Admittedly I didn't always notice the amount being taken from my account but if you're signed up for a set amount each month you shouldn't need to. Decided just to change provider when contract ended only to receive an email telling me I'll be subject to early termination charges. As a result I phone them and just get the hard sell trying to convince me to stay with them. The broadband service received during the contract was not reliable, we frequently had to restart the router and devices to get connection. They need to improve the service on offer and be more transparent about charges.
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2019-10-07
- 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.
- Location
-
- Location
- Worksop
- Reviewing
- Onestream
- Date
- 2022-05-21
- Comments
-
Bad connection all the time. No improvement. No customer service . No where to complain. Worst to worst. Can’t wait until I finish my contract to go back to old virgin media.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-01-20
- 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!
- Location
-
- Location
- Devon
- Reviewing
- Onestream
- Date
- 2021-04-10
- 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.
- Location
-
- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2023-11-22
- Location
-
- Location
- Devon
- Reviewing
- Onestream
- Date
- 2021-04-08
- Location
-
- Location
- Gloucester
- Reviewing
- Onestream
- Date
- 2023-08-02
- Comments
-
Horrible customer service. Automated customer support just hangs up because they are TOO busy to take your call (get more people employees). When you eventually get through they say a 10 min wait but 2 hours later I'm still waiting. Please avoid.
- Location
-
- Location
- NORTH YORKS
- Reviewing
- Onestream
- Date
- 2024-03-28
- Location
-
- Location
- South Woodham Ferrers
- Reviewing
- Onestream
- Date
- 2023-03-21
- Comments
-
What an absolute shamble of a company. The broadband speed is appalling as checked using the Openreach test says the download speed is 49 Mbps, whereas Openreach says 5.5 Mbps. When using Amazon fireTV, it keeps stopping and restarting, so it's definitely not right! No discount on the broadband speed as their software says it's OK! What bulls..t
Now they are also putting up the annual price, by 17.3% - wtf! It's in their terms and conditions, so there's no chance to argue this (rate of inflation plus 3.9%). So how does a monthly bill of £23.21 got to £28.71 (£5.50)? £23.21+17.3% is £4.02 ... its because they offer you a price, discount it, add vat but don't still give you the same percentage discount!
Stay clear
- Location
-
- Location
- Bristol
- Reviewing
- Onestream
- Date
- 2021-05-04
- Comments
-
In only 2 months with Onestream, they have:
Failed to cancel my previous broadband provider contract.
Claimed I had cancelled the contract and demanded their router back (before it was received).
Sent a wi-fi router based on 2009 technology, delivering a far slower connection than the line.
Dropped service directly before a bank holiday weekend, with no support available.
Not responded to support calls - mailbox full.
Live chat support refused to even diagnose the problem unless I accept a £120 engineer callout charge.
Threatened me with a £370 cancellation charge.
Not responded to complaints calls - their advertised number is just static.
Not responded to complaints emails - auto-acknowledgement only.
Avoid like the plague.
- Location
-
- Location
- York
- Reviewing
- Onestream
- Date
- 2022-10-05
- Comments
-
Absolutely shocking Internet 'not ' provider, dreadful signal trying to be released from contract for last 3 months and they just deny any issues. Wouldn't recommend under any circumstances. Team leaders won't respond, won't reply to emails, ombudsman involved now
- Location
-
- Location
- Dishforth
- Reviewing
- Onestream
- Date
- 2023-05-29
- Comments
-
just now
NEW
If they look too good to be true then it is onestream! Impossible to contact anyone. Overcharged throughout. Bumped up prices with no notifications and impossible to contact anyone! Shocking company, stay well well clear of them!!
- Location
-
- Location
- Croydon
- Reviewing
- Onestream
- Date
- 2019-12-09
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Absolut scam, a couple of tips to deal with Onestream, CANCEL DIRECT DEBIT one day before they take payment. Let them contact you.
If they fail to provide Broadband, CANCEL DIRECT DEBIT, they will definitely call you.
If you want to change your broadband they will say they raised a ticket for someone to call you so don't believe it. Just CANCEL DIRECT debit 1 DAY before they take payment. Put a reminder in your diary.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Terrible experience, the overall positive rating on Trustpilot just shows how untrustworthy Trustpilot is. Long periods of loss of connectivity from day 1. Even when connection is up, speeds are not as advertised which is highly frustrating as the only reason we went with them was for their higher advertised speeds. Long on hold queues trying to get hold of anyone on the phone. Online chat is simply ignored. Emails ignored. I have learnt a painful lesson.
- Location
-
- Location
- Bath
- Reviewing
- Onestream
- Date
- 2019-09-24
- 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.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-14
- Comments
-
Onestream accidentally cancelled my contract and I now have to wait 2 weeks for everything to be set up again. Very convenient when you work from home. No apology,no compensation. Appalling service.
- Location
-
- Location
- Menstrie
- Reviewing
- Onestream
- Date
- 2022-04-21
- Comments
-
I have only been using Onestream for just over a month and getting a speed of 16mbs (35mps guaranteed!) I thought I'd made a mistake ... this seemed confirmed when I was holding on to the phone for over 45 minutes waiting for a reply before I had to give up as going out.
The next day I got through to a Tech support person within 5 minutes. That call lasted about 20mins during which everything possible was checked out and I was advised I'd get an email with a date for an engineer to call.
This arrived with 24 hours and there was a delay due to Easter but it was quicker than I expected.
The Engineer arrived and spent a considerable time updating sockets and I'm now reliably getting readings around 37 -38 MBS.
Result = A very happy customer!
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
-
Should be able to put 0 stars. Awful in every sense - currently sat on the phone (63 minutes already) and still waiting to be answered. Overcharging, stating I signed up for extra services when I didn’t, slow internet…avoid at all costs.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-05-16
- Comments
-
If I could give them a 0 star review, I would. Do NOT use OneStream as your internet provider.
I’ve been with them for 2 years now and they have just ropped me into another 2 year contract that I didn’t want to begin with. They used my vulnerability to their advantage and promised me stuff that they knew they couldn’t uphold. And now they’re trying to charge me 500 pounds to leave them.
I’ve had nothing but issues with them from the beginning. Slow internet, sometimes I’d be without internet for days at a time. This has happened several times. And with a severely autistic 2 year old and 5 month old who heavily rely on the internet, this is not ideal in the slightest. And when it did work, it would reach one side of my bed but not the other. And may I add, the router is right next to my bed. I’ve complained several times about the internet service I have received and have not received any sort of compensation once. They’ve only just given me a free month of internet because I threatened to leave them. Not only this but their price has doubled since I joined them 2 years ago which I cannot afford. Not once have they told me they were increasing their price like they are meant to. I haven’t even received a bill notification since July 2022. They’re beyond over-priced for rubbish internet.
When renewing my contract, I was promised it would be live within 10 days which would have been the 22nd of May. Then that changed to the 26th. Now it’s the 30th. Apparently the average time is 10-14 days but they didn’t tell me that and again, took advantage of my situation.
I was then told I could leave them within 2 weeks of my contract starting. When I decided to do that, I was told that was for new customers only and there’s nothing they could do unless I pay the 500.
The customer service is awful to add onto that.
I was told I’m a valued customer and I get treated like this? Disgusting.
Do not waste your money with them, learn from my mistake and go else where.
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2020-12-10
- Location
-
- Location
- Tameside
- Reviewing
- Onestream
- Date
- 2022-09-03
- Comments
-
Without internet for weeks. Then charged £10 more than the price, 2 weeks early, after being told I had a month free for the loss of service. Doesn't connect to all devices e.g. ring doorbell/smart lights. No responses by email. Call center is only open during working hours. Live chat function offline during opening hours. When online, no agent is available. Rubbish service, worst connection ever.
- Location
-
- Location
- shropshire
- Reviewing
- Onestream
- Date
- 2020-01-08
- 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!!!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-11-03
- Comments
-
Once DD is set up, they will put on some free trials of something for the month without consent, then start charging for it straight after. They don't email the invoice so the monthly charge is doubled for months by the time you realise. Then you'd be waiting for days and hours to speak to someone who says they will get back to you or refund, but they don't. Impossible to reach out. They literally ignore your request of cancellation (I have spoken to 3 agents) and make it impossible to leave them. They keep making up email addresses for claims, where no human replys. I sent the router back - it came back as "address gone away".
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2021-03-02
- 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
- Location
-
- Location
- Shoreham by sea
- Reviewing
- Onestream
- Date
- 2023-04-27
- Comments
-
Worst company i have ever dealt with in my life. Did a home move with the onestream a month ago. Still no service. One email from them 3 weeks into the delay. 8 phone calls (on hold 20 mins + every time) from me to chase and find out whats happening. After a month they give me another go live date but send the engineers to my old address and have to send the job back. Completely inept. Avoid at all costs
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2021-04-13
- Comments
-
this compony is a joke bills always wrong sales team will tell you they guaranteed your speed you will get less then half the speed they just say only if you ues a eartnet cabble but tell you this do not bother whith live chat it will take a week for them to anwer custermer service is worse then talktalk and that takes some beating do not go whith this compony they will treat you like dirt
- Location
-
- Location
- Belfast
- Reviewing
- Onestream
- Date
- 2022-04-19
- Comments
-
Extremely poor customer service.
- Location
-
- Location
- Marlow
- Reviewing
- Onestream
- Date
- 2023-02-17
- Comments
-
I can see that up until Onestream I had always had good service with other suppliers because Onestream is terrible.
Right from the start the connection would drop out randomly through the day and now 11 months later it still does. Some nights it makes watching any streaming content totally impractical.
On occasion I used to do a little gaming but again because of the random dropped connection it can really ruin online gaming experience.
Service (what service!), We have made a lot of calls to Onestream talked to their operators and engineer several times. We tried everything they told us including a new router, wired and unwired connections and turning everything off and on. No fix. They will not countenance letting us out of contract and just give use the run around between the operators and the engineer.
Awful.
- Location
-
- Location
- Hove
- Reviewing
- Onestream
- Date
- 2023-06-20
- Comments
-
Truly atrocious after the 12 month contract my bill kept increasing month on month. I have complained and still await a reply. NEVER USE THESE PEOPLE THEY ARE THIEVES.
- Location
-
- Location
- Haddington
- Reviewing
- Onestream
- Date
- 2023-04-12
- Comments
-
Really terrible overall service quality. This includes line speed, internet reliability, phone, live support and billing. I have only had my service for 4 months. OneStream would not give me a service without a contract. I have reported slow speeds and intermittent connectivity 4 times already and every time I get told it's my WIFI. I then proceed to explain that the test was done with all other devices kicked off my WIFI and that my device used for testing is directly connected via CAT cable. Not once have I had someone contact me to actually follow up on this. Today I phoned in to cancel and I get a £233 cancellation fee. This also does not mean that I can keep my router. What exactly is this cancellation fee for if I was not getting the download/upload speeds as promised? You guys have seriously let me down and so have they with many others!
- Location
-
- Location
- SW19
- Reviewing
- Onestream
- Date
- 2021-04-21
- Comments
-
Since switching to Onestream, have had very low speeds at 300 kpbs vs guaranteed 38 Mbps. Limited chat time until 17.30. Customer service insufficient. They have not provided a solution yet, other than offering that I pay another £39 for a better wirless router (which apparently is at a discounted price). Cannot recommend Onestream, go with an established provider.
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2020-10-05
- 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 .
- Location
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.