Onestream Broadband Reviews

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

Recent Customer Ratings for Onestream

  • Satisfaction
    1.9 stars
  • Customer Service
    1.9 stars
  • Speed
    2.1 stars
  • Reliability
    2.2 stars

Based on 123 customer ratings since 2020-05-19 (Show all time ratings)

Visit Onestream   Read our Onestream buyers guide

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

101 Customer Reviews over 3 pages

  • Reviewer
    Location
    Spalding
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
    I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........
  • Reviewer
    Location
    Staffs
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Exceptionally terrible. I've been waiting 2 months for a service from them and they give me nothing but empty excuses time and again. Each time they promise they are doing everything they can, and week after week they do nothing. A truly useless bunch of wastrels. Avoid like the plague if you value your time.
  • Reviewer
    Location
    Stockton On Tees
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.

    I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.

    I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.

    And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If I could score less than 1 I would do. I joined Onestream back in December 2019. Since then I have not been able to receive incoming calls. An Openreach engineer visited my house and told me that Onestream had not transferred my number from my previous provider. My emails are ignored and this morning it is impossible to connect with an online advisor. Customer service is useless. Avoid this provider at all costs.
  • Reviewer
    Location
    Surrey
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Faultless transition from Vodafone but no communication via email wont answer the phone, the broadband is ok but the router is rubbish so terrible wifi now in the house, seems to have a password on the router so I cannot copy the profile and use a better one. To say the router is 'super duper' is a lie it's the cheapest one availible. Shame on you. Especially charging 9.99 for it probably cost less than that.
  • Reviewer
    Location
    SW19
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Swansea
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Avoid..
    I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.
  • Reviewer
    Location
    Swansea
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ABSOLUTELY DISGRACEFUL COMPANY - STEER CLEAR!!!!!

    These scammers phoned my 84 year old father who suffers with dementia and is registered with tps so should never have been called in the first place, the contract was cancelled and now he is being sent letters threatening court action to recover money they claim is owed to them. The stress caused to my father after reading these letters has been awful.
    I've sent numerous emails and thought this had been sorted and still it goes on.

    Truly awful company

    these people are the most disgusting people I have ever dealt with

    after reading other reviews on this website I see this is how obviously they do business
  • Reviewer
    Location
    Swansea
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!
  • Reviewer
    Location
    Takeley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking and Diabolic. I can't believe a company like this is allowed to operate. I run a business and had no phone or broadband for over 8 days. Customer service is disgusting and have still heard nothing after complaining 2 months ago. Avoid at all costs!!
  • Reviewer
    Location
    Telford,. Shropshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly dire service. Like a similar reviewer we switched from sky as service was apparently cheaper yet faster- they mistakenly activated internet at my old address which was a fault they recognised themselves so we promptly got onto customer service who said they'd get it sorted in 14 days. I asked for an email to confirm what was said & they obliged. One month later no email, no internet and neither my partner (NHS employee) or myself can work from home. I should say I have been onto online customer service many times and their recommendations never work. Huge mistake, thoroughly regret trying to save a few pounds. Honestly, avoid them.
  • Reviewer
    Location
    UK
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    The fact that the company charge £10 for a late payment, which I've attempted to resolve the same day I received the text notification, is poor form. A fine of this type only serves to punish further customers who are likely already struggling financially, and there are apparently no grounds for appeal. I know this is a typical aggravated customer catchphrase but this, for me, is enough to mean that I'll be leaving Onestream as soon as I'm out of contract, and I'll be spreading reviews to ensure other potential customers know about this slithery policy. This is absolutely not the time or the climate to be issuing fines; people are struggling, and the higher-ups in this company don't have an ounce of humanity between the lot of them, it seems. The shareholders and CEOs might walk past a £10 note in the street but for me and a lot of customers, that's shopping for the week, or public transport for a few days. I'm incredibly disappointed, and quite hurt.
  • Reviewer
    Location
    Wales
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!

    I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
    Maybe this ought to have given warning bells! No support at the weekend!

    Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.

    But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.

    We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
    If this wasn't bad enough, we couldn’t contact anyone about it!
    Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.

    Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.

    E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).

    When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)

    As with a lot of people, work and food supply is online so this is not great.

    It really has caused so much problems already.
    Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.

    We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!

    The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!


    UPDATE:
    We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
    Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.

    UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.

    A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.
  • Reviewer
    Location
    Wantage
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!
  • Reviewer
    Location
    WATFORD
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.
  • Reviewer
    Location
    Wd180nq
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband company. Please stay away from them. I ring them everyday to ask them to sort out my internet issues and it never gets resolved. Problems since day one. I have given them 1 month notice, now they have totally turned my internet off. I cannot even use it.
  • Reviewer
    Location
    West Berkshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
    I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.
  • Reviewer
    Location
    West Bromwich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    been onestream and honesty customer service is first class, speed is as advertised, reliability is great, cannot say its gone down for more than a couple of hours in 2 years, was with plusnet for about 10 years and was nothing but problems whem i moved address, they couldnt even transfer my number after telling me they can do it, so now i have vonage for my number and onestream for my internet, both company's have been very helpful when i have had issues
  • Reviewer
    Location
    West midlands
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Avoid avoid avoid! Been passed from pilar to post. Spoke to nearly all the staff at the customer services department and none could come up with a reason why they haven’t been connected the internet in over a month. They still had the cheek to charge me even though I was promised I wouldn’t have to pay. Even now I’m sitting here without any internet a months and a half later. Worst company ever. I’ve cancelled my contract and gone elsewhere. Complete waste of time.
  • 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
    Woolwich
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not sign up to this provider.

    The router arrived a lot later than promised. When it did arrive it didn't work and after eventually getting hold of one of the advisors, was sent a guide which didn't remedy the problem.

    Two weeks after I was promised to be connected I was told the router was faulty and I needed a member of their technical team to call me. This again didn't remedy the problem. After many attempts to phone them I decided to cancel my subscription. I was told a member of accounts would email to offer a refund, however this still hasn't happened and I cannot get in contact with them. I was 30 mins on the phone to them in one instance and nobody answered. I have sent numerous emails and received no reply. Terrible service !

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.