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
    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
    Redditch
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Two months in, I had one technical issue which got resolved quickly and efficiently by the customer service team and aside from that, my connection hasn't missed a heartbeat. Plus, it's more often than not running quicker than advertised. The broadband is provided by Vodafone via the Openreach network so really no reason to expect reliability issues as others seem to have.
  • Reviewer
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    That provider is a scum. Slow transfer, high ping, very low level of customer service. They do anything to charge you an extra fee. Be aware and do not make mistakes as I did.
  • Reviewer
    Location
    Scottish Borders
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    They are crooks charging you for services you don't want.that was a fight to get my money back off them only when I left a review on trustpilot they acted there speed is crap to when am watching something then if I put my Internet on in my phone it buffers had 2 stay another year coz they never sent me notifications when my contract was ending.now there charging me in March for the price increase in April.coz there bull**** says they invoice ne in a month in advance.so when I looked at my contract there now saying I rejoined on 31st of October another lie just to get me to pay more I had to rejoin on 14th October.this company is crooks and there filling up trustpilot with fake reviews about thereselfs how great they are when I looked they were 1.8 on scores a month later they went to 4 stars rubbish.and all they shining reviews about them and glowing references about there staff actually naming them.save yourself grief coz I promise u it will b if you join them.nevef ever encountered a company like them there after ur money hook or by crook the latter word being the right 1.slow speedslying agents and buffering like he'll AVOID
  • Reviewer
    Location
    Eltham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Renewed at old price online in January but charged new price in February.. rang them to confirm that I had renewed at old price they agreed and said the March payment would reflect the refund that was due because they’d taken too much from my bank. Now the March payment has been taken and it’s even more than they took last month.... in all I’ve been overcharged by £33 in just two months... now it’s Easter weekend and I can’t get in touch with them and I can’t afford to put petrol in my car... I’m 71 and I could do without all this worry. I wish I’d seen all the bad reviews they’ve got before I signed up with them ☹️
  • Reviewer
    Location
    oxford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    They will help themselves to money in your account for no reason they have done that to me in the past, they never deliver on the speed they promise, they will for a short period then it will drop off not even hitting the minimum contract speed, (which you need to get them to write into the contract because again they will try not to do it.) I've got their 550-speed package available at 230 MB speed 10mb below the contract 240 minimum. customer service your be waiting 20 to 30 minutes. they're very deceptive like offering you a discounted rate but when it comes to the April increase that can bill 12.57% of the original discount. Be careful, its not the fact it few quid but that adds up and if all suppliers are at it, if you are happy with them helping themselves, and they will it seems like a no brainer but it will hit a nerve when you catch them in your cookie jar, also they will not inform me of any price increase so this April its officially 8.8 % all the whole rate not the discounted rate which I got out the agent, , works it extra £5 pm for me
  • Reviewer
    Location
    Northumberland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not use this atrocious company. hey make it impossible to cancel the service. They're number cuts off after 15 minutes. They sales men lie on the phone to you. They're live chat cuts off after asking you questions that don't make sense. They essentially hold you hostage within your contract as you can never speak to them to cancel.
  • Reviewer
    Location
    NORTH YORKS
    Reviewing
    Onestream
    Date
    Comments
    Having been with onestream for 22 months i called them to enquire aboout taking an internet based phone line as copper is to be made redundent.
    Very quickly i was passed to new accounts and signed up for the package i required with no hassle and a straight swap of my account ( day 1 )
    Some 28 days later i still have no correspondence or hardware . I then had to take time away from work to call the help line that is only open normal woring hours mon-fri i had to ask for my new router to be told it had been missed and they`d send 1 out. Upon reciept i expected the usual installation email and details of my new phone number and when it would be active......Nothing so again i had to take time away from work to try and sort this mess out. Eventually i am told its been active for 24 days and try ringing it - i had no chuffin number to ring, so onward i go trying to explain they hadn`t told me to fir router they hadn`t given me a number blah blah blah 2 hours later i get a number and eventually i go home and install all hardware.
    My advice is if you work then avoid this company because they do not work past 5.30 or weekends so you can`t speak to anyone.
    Also they are totally inept at customer service and don`t keep in contact.
    Stay away
  • Reviewer
    Location
    Chester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not the best broadband provider. I'll Move back to my old broadband provider. The provider did not include a hidden charge. It's best to avoid it and go somewhere else.
  • Reviewer
    Location
    Caernarfon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The most difficult deceitful company I have ever had the misfortune to deal with. Contract prices are made up. Waste of time using the online help. My sincere advice is to 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
    Terrible company, terrible customer service. OneStream confirmed they were eligible in my building prior to setting up with them. On our go-live date, our services failed so I called them. They explained that there should be an ONT box in the building (they previously confirmed this and told us we did not need an engineer) but after extensive looking, we realised there wasn't. They then told us it would be 200 pounds to send an engineer and 14 working days, even though they were the ones who confirmed we didn't need one and failed to mention the fee! When I cancelled they told me I would incur no additional charges and then a month later I was charged 35 pounds for anti-virus protection. Run, run, run!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
    All that is without a landline.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.

    I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...

    No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.

    The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.

    Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
  • Reviewer
    Location
    Leicestershire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.

    That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".

    I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
  • Reviewer
    Location
    Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
  • Reviewer
    Location
    Spalding
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    OneStream charge for cancelled services and left me with no Internet for over a month

    Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.

    In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.

    When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.

    When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.

    If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.

    They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
  • Reviewer
    Location
    Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID AVOID AVOID!!!
    If I could give no stars I would. When I 1st joined I was charged the anti virus thing even though I cancelled it once the free 3 months was up. When I called up to ask why they had taken the money out even though I had cancelled it the man on the phone was very funny with me and basically told me I was stupid for cancelling it. Took me about 20 times for him to finally listen to me and with a huff and puff he eventually cancelled it. There were also other hidden costs I hadn't asked for. The internet speed is rubbish. I am in a small flat and can't even connect in the room next door. Can't wait to leave.
    AVOID AT ALL COSTS.
  • Reviewer
    Location
    Carlisle
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from these. The absolute worst company I have ever dealt with.

    They were on paper the cheapest broadband provider so decided to go with them.

    First con to watch out for is McAfee which is an opt out service rather than the usual free trial so they took a good chunk of money out for a years service through direct debit which is totally wrong. Had to phone to get it refunded which wasnt terrible as they did offer callback.

    Broadband service was not good at all its sync speed was slower than my previous 3 providers. It was also very slow to load websites and found when doing a DNS healthcheck the primary automatic DNS was bad so changed it to use public. Bills went up with the usual april increase but wasnt at all cheaper than my previous supplier.

    Then got the contract is coming to an end email with my account number. This allowed me to access the portal as without the account number I had to ring again which was not happening. Found it has enrolled me in some BT protection cost. Was able to opt out on the portal which I wont benifit from as defiantly moving provider.

    Then 15 days before the contract end they send me an email saying my broadband is going up to extorsionate costs and there is a 30 day notice period. Phoned to cancel and no callback function this time. Waited 12 minutes of hold music then silence and they hungup. Rang back and it was an 18 minute wait and got the same silence and now on again waiting to be answered.

    Robbing con artists.
  • Reviewer
    Location
    Maidenhead
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I decided to switch to Onestream so I went through the steps, including entering my bank details and personal details like date of birth (surely it's sufficient to know a person is over 18) and then on step 7 of 8 it announces that to have a router it is an additional cost per month and that an existing router is unlikely to be compatible and you have to have some expertise to connect it anyway. Therefore, the advertised cost per month is a lie. Clearly an untrustworthy company. I now have to go through the hassle of ensuring they don't set up the direct debit as the previous step is to approve it. Wasted my time. Don't use them!
  • Reviewer
    Location
    Margate
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I'd give zero stars if I could. Awful, intermittent broadband and even worse customer service. Over 2 weeks without internet and still no resolution. Just terrible.
  • Reviewer
    Location
    Bridgwater
    Reviewing
    Onestream
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Try to ring Customer Service to ask a question about the router to join them, but nobody answers the phone. I did read the reviews on them, and not very nice, so I will keep them far away.
  • Reviewer
    Location
    West Susex
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Be very careful, many legal clauses designed to catch you out and charge £££


    Be very, very cautious when interacting with this company.

    There are clearly many legal ways with contracts that they aim to get money from you. If this provider is your only option, fine.. But if you can choose a mainstream supplier like BT, Vodaphone, PlusNet etc.. go with them, even if it's a few £ more.

    Issue is contracts - if you move house it's £59 - other providers it's free.

    If you cancel - maybe you move country or house, that's £280

    If you cancel it has to be exactly 45 to 30 days before contract ends, miss that window, it's £280. Even if you specifically ask their call centre 'is there anything else I need to know' they will not proactively say, you need to return the router within 14 days after you cancel or there's a ~£125 charge. - Other providers don't charge.

    I just asked to move house, I need to call them again, but it looks like rather than just moving and staying at the same price, they've signed me up to another year at full price. Edit. yes, looked in their terms and conditions, I've been put on a new contract at a higher price and they said nothing in the live chat -I literally asked 'is there anything I need to know' and they said no.

    Look on page 14 of their 'pricingGuide', if you cancel it's a rounded up monthly fee, plus £125 for the worst router I've ever seen, plus an activation fee.
    If you miss a payment, that's another £100 fee, miss engineer £120, engineer finds an issue with a wire in your house, that's £150 an hour to fix !!
    Versus Vodaphone they install fibre to my house for free with a crane !


    Absolutely disgusting, I know for a fact that many, many people will be caught out by this. You have to proactively think of every possibility and eek it out of them, comply with their very specific requirements that are designed to catch you out.

    Do not sign up if you have the choice and if you can, leave this predatory company. Not to mention the month to get connected and multiple missed setup dates initially meaning my GF spent 2 weeks going to weatherspoons and buying food to use their wifi for college work, costing us yet more money.
  • Reviewer
    Location
    East Midlands
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Avoid Onestream like the plague. By far the worst ISP I've ever used.

    The first thing I'll say is their customer service is woeful. Online support tickets go unanswered, almost impossible to get through on the phone, a chance you'll get randomly cut off and the opening hours for the phone lines are awful.

    My bad experience with them started early on. During the sign up process, you get offered 'Onestream Assured' which is additional monthly fee for who knows what. I left this unticked to say I didn't want it. Shortly after switching over, I also received an email for a free trial of Kaspersky Internet Security. Again, I didn't want or ask for this so ignored it and the activation code in the email went unused.

    A few months later, I see my bill has increased a lot. It turns out, my free trial of of Onestream Assured AND Kaspersky Internet Security has ended and I'm now being charged a monthly fee for them! Two things I never signed up for or agreed to. Oh, and you can't just cancel these online. So I try to get in touch with customer services to get these cancelled and a refund or my account credited for these two things. I'll refer back to my first point here: customer service is non-existant. I ended up emailing the complaints email with a very strongly worded complaint and eventually got a response and this issue was put right, but they still had the cheek to blame me for not cancelling these at the start of my contract. Why on earth would I think to cancel something I didn't sign up for!

    Throughout the contract, I had many loss of broadband, for hours at a time in some cases. Never had that with any previous providers nor with my current provider. Speeds were rarely what was guaranteed when I signed up. Now, with a normal broadband provider, you'd just contact them and check if there was a problem with the line. But this is Onestream, the worst ISP in the world for customer service, so good luck with that, especially if the issues are in the evening when their customer service team (can you call one person a team?) has gone home.

    The final issue I had with them was leaving. I switched to a much better provider and thankfully the switchover of services went smoothly. Did the billing stop? Don't be silly. Even after leaving, my DD to Onestream came out. Couldn't get through on the phone to them to sort this. Sent a support ticket which they aim to respond to "in 3-5 days". A month later I finally get a response, saying they hadn't received notification from my new supplier (yeah, right). They still didn't actually cancel my service. I couldn't respond to that support ticket online as it was now closed and it said I should reply to the email to confirm I wanted to cancel. Their email was from a noreply email address... Unsurprisingly my reply bounced back. So I had to send another support ticket, to which I never actually got a reply.

    In the end I cancelled my DD and ignored their dire warnings that my service would be terminated. In total I've been billed for around an additional 2 and a half months since I switched provider. Whatever savings I made originally by going with such a cheap provider has been completely lost (and then some) by all this.

    Never again will I try to save a few quid on broadband. I'll be sticking to the major providers who provide what they advertise and are easily contactable when there are issues.
  • Reviewer
    Location
    Sidcup, Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    New customer…so far perfect.
  • Reviewer
    Location
    UK
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    SLOW! Disgusting scum deleting reviews on trust pilot to create a fake score of 3/5 stars everywhere else its 1 star. They are a marketing company posing as an internet company destroying internet all over the uk. NEVER BUY! They also having been stealing peoples email data gas lighting the lot.
  • Reviewer
    Location
    Boston, Lincolnshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    I should have left when I had the chance, but was persuaded to stay when Customer Service promised they would be ablevto make the broadband cover each room in my small bungalow. Again, for the 3rd year running, I'm not able to get WiFi in my kitchen and dining room area. I used to be able to connect in the garden and on the driveway, but this is no longer the case again. They sent a different router and then proceeded to charge me for it despite the coverage issue being their problem. I complained to Customer Service and was just told to adjust the band I'm on - which has made zero difference. Each time I walk from my kitchen to my front room, I have to reconnect to the WiFi. Not ideal, Onestream don't care because they are getting paid each month for a crappy service that I can do nothing about. I definitely will not be renewing at the end of my contract this time.
  • Reviewer
    Location
    Gillingham, Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unethical business practices - Avoid at all cost!
    I started on a 12 month contract with Onestream broadband in March 2023 and had to terminate my earlier in September 2023 as I moved out of my property. Due to early termination, I had to pay for the whole duration of the contract plus early termination charges. I paid all the fees and even got an acknowledgement from one of the staff members (Aston) that my balance is clear with no further payment. Out of the bloom on the 27th of November, I receive an email from Onestream asking me to pay £19.99 and again today (07.12.2023) with more threats that they'll take me to court. I even replied to their billing email about the confirmation of payment, etc but with no reply. I am absolutely guttered with their fraudulent practices of trying to extort money from people despite everything has been cleared out. It's disgusting and I regret so much for having chosen this company. They will do everything to manipulate customers - avoid them at all cost! I have reported this to the Ombudsman and will now expose them futher on social media. I repeat - avoid them at all cost!!!
  • Reviewer
    Location
    York
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    On Friday I returned home from work to find my internet service was down. I tried restarting my router but nothing changed. As it was after hours for the customer service line, I decided to wait until the next morning to see if it resolved itself. The next morning it was still out, so I dug through the website (which makes it extremely difficult to find a way to contact the company) until I found the customer service number and gave them a call. They told me that, as it was the weekend, no technicians were available so I'd have to wait to the middle of the next week to get anyone out. Frustrating to go several days without internet, but I was assured the time I was without service would be factored in to my next bill.

    On Monday I got notice that a technician would be sent to my flat Wednesday morning and I needed to be there from 8 am - 1 pm to meet them. That meant taking time off of work, but I needed my internet service restored, so I arranged it with my employer.

    Wednesday morning, I get a message that a technician is on their way to me, and giving me their contact number. I wait several more hours, but as it gets closer to 1 pm, I'm nervous that I might not be able to get to work on time if they take longer than expected, so I ring up the technician. What do they tell me? "I'm in Scotland, nowhere near you, I don't know why they told you I'd be there today."

    Fuming, I ring OneStream. "We don't know why your order was sent to someone in Scotland, a mistake must have been made somewhere along the line." Can I get another technician today? "No, we don't have any contact with the technicians, OneStream employs them." So what do I do? "Someone will be in touch by the end of the week."

    So now I still have no internet service, I've wasted my morning and had to use my time off for no reason, I'll have to use MORE time off whenever they finally get someone to come out--IF the next person they send actually comes--and no one can help me because no one I've spoken to is actually responsible for anything.

    I've been a customer of OneStream for less than a month. This is absolutely unacceptable and if they can't get my service turned back on, I'll be cancelling and going with another provider. I know they'll hit me with an early cancellation fee, but honestly it would be worth it to get my services from someone who doesn't treat their customers this way. Disgraceful.
  • Reviewer
    Location
    Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since day 1 having a problems with internet connections. Contacting them multiple times and after over a month problem still presist. At the momen they don't even replay to my emails.

    Problem was reported in October 2023, in December still is there and no response from Onestram.
  • 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
    Kings Lynn
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    High Wycombe
    Reviewing
    Onestream
    Date
    Comments
    Buyer beware!!!! Shocking company, worst Customer Service. Impossible to get through I waited for over 3 hours only to have my call hung up. I spent over 4 days trying to cancel my account. My online account wouldn't allow cancellation??? Call handlers are obnoxious. Had e-mails threatening bad credit on my file despite being fully paid up - utter shambles of a company. They added random Admin fees to my eventual account closure because I stopped my DD from allowing them to take more money from me. Broadband itself was unreliable!!!
  • Reviewer
    Location
    Lancashire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely appalling service. Impossible to contact, messed up my order, really poor
  • Reviewer
    Location
    Warwick
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely diabolical, so much wrong it's hard to know where to start. I'm not even sure they have a customer service team as you'll never get them, apart from when you want to leave there use underhand tactics and renew the contract despite saying no. Chat service doesn't work and no response to the service tickets. Appalling.
  • 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
    Ash
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Signed Up over three weeks ago, And just been informed broadband won't go live for another 15days.10 days after my existing broadband finishes.not a very good start
  • Reviewer
    Location
    Ipswich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unless service, no customer service, nobody answer the phone.
    Email’s rejected as not monitored.
    I want to leave.
    Wouldn’t recommend onestream to anyone.
    Increase in my billing but won’t let me login to my account as won’t accept my email address.
  • Reviewer
    Location
    Ipswich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor Wi-Fi connection.
    Increased prices & new customers get it cheaper. Try contacting but nobody to talk to, unless you are a new customer
  • Reviewer
    Location
    Wf1 4rf
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst speed and reliability I have ever seen with a rubbish modem that they charge 3.59£a month.

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.