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
    Bracknelll
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extras added automatically, even when you do not want them. If you do not cancel via customer service, you will end up paying extra after "free trial". Just been charged for a whole year of Kaspersky security, even though I did not download it during my "free month" or ask for it.
  • Reviewer
    Location
    Brighton
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Worst experience with a business I've ever had. 1. A "system glitch" caused them to fail to ship my router on time, their direct rldebit system repeatedly failed to charge my account and then they did not give me a deadline to make up the payment before terminating my account and billing me £300. Their customer service over phone is awful and you will wait over an hour for an agent. I once emailed a complaint and instead of recev8ng a response in 3 days it tool 3 weeks. Do not give them your business and tell all of your friends to avoid them. This company does not deserve to be in business.
  • Reviewer
    Location
    Darlington
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID!!!!
    I am finally able to get on my computer and write this review......that's because today I finally left this god awful company and my old provider took over my connection. I have never experienced such dreadful service.
    NO phone contact
    Online chat was hit and miss.
    First 4 days were fabulous then it just went off and could not reach anyone. I never knew when i was going to be able to connect and work from home. They close at 5.30pm Mon-Fri and closed over the weekend - ZERO Help during that time, well zero help during office hours either! Could never reach anyone by phone, no reply to messages for call back. When i finally did get a call it was to ask "if they could sort this today would i consider staying with them" HA! I had been struggling with them for TWO WEEKS - 2 weeks it took them to try and rectify this and that was also a week after i submitted my cancellation form (from work as i had no internet at home)
    Absolute Joke of a company and Zero customer service!!
    AVOID AVOID AVOID at all costs!!!!!
  • Reviewer
    Location
    Belfast
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    If I could do 0 I would absolutely unbelievable in this day and age the service I have received or sorry not received! Guys please check these people out before you even think about using them absolutely horrendous telling me I can’t cancel a service that I have (never received) because there is nobody available in that department!on the phone for 1 hour and 20 mins to be told account manager will call me back who hasn’t returned 1 of my calls in the last 4 weeks! Just give them a miss save you’re self hassle woeful
  • Reviewer
    Location
    Guildford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all cost. Really, please do not use Onestream.
    They failed to connect our broadband for two whole weeks. we had already left trusty Plusnet, which was a big mistake. It was so stressful with school, college and work. Onestream utterly disappointed us and made all sorts of excuses.
    The way they restrict customer service through a never available chat is shady. Also, every answer is scripted and you are never sure what is happening.
    We cancelled within two week period and they STILL CHARGED us for the full first month despite not having a single byte transfer through their servers.
    It is now over three months later and NO REFUND.
    It does not matter how many "agents" you "chat" with, they could not care less.
    To top this they are NOW THREATING to charge us for a router that has long since been returned.
    So please, I beg you not even think about going on the journey of pain and more pain that is Onestream.
  • Reviewer
    Location
    County Durham
    Reviewing
    Onestream
    Date
    Comments
    Avoid at all cost!! I joined 13/6/23, the connection was non existent, arranged to move providers 19/6/23, moved 3/7/23, cancelled DD. 1/8/23 they've taken £102 from my bank & are still charging me. Their CS lines are continuously busy & disconnects you. Their "executive" email address bounces you back to their online login which I don't have access to because my account is inactive! I've raised a dispute with my bank, Ofcom have advised to contact the Communication Ombudsman.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Tried to cancel been told it will take 30 days to cancel even though spoken to bt and they said they can take over the line in 2 weeks,constant lies!!!! Reported now to financial ombudsman and ofcom bunch of conmen!!!!
    Still no internet,still no answers, honestly this company got the nerve to keep adding fake reviews, please stop it it's embarrassing

    Well I would like to say it is not a good start to joining these jokers, firstly had to chase up my router, as no email, of any kind to let me know I even had a contract with them, cannot get through to there online chat keeps crashing,got through eventually on the phone. Eventually got a email stating I'm going live on the 14/04/2021, which is fine, that day came and passed then was told the 19th, that date came and passed,
    Now they're blaming openreach saying a delay on the line, cannot give me a date, on when my internet is going live. Please don't waste your time with them giving them one day as I know for definite that I'll be calling them and hoping I get through to cancel my contract, appalling service
  • Reviewer
    Location
    Worcester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Router keeps loosing broadband connection,price increase with no notification. Only automated reply to email, waiting for long time to get to talk to someone on phone,just given up.Apalling customer service
  • Reviewer
    Location
    Kent
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID THIS BROADBAND PROVIDER, was told I could use my own router, but on the go live date, it wouldn't work, then had to wait another week for them to send me one of there routers. Due to the cock up they said they would credit me my 1st month's payment. My monthly payment should be £23, they took £41. I haven't been getting my guaranteed minimum speed, tv keeps pausing, can't even listen to 1 song all the way through on alexa without it stopping. I've wasted many hours trying to phone this company, the wait to get through is ridiculous. Now they want £114 to cancel my contract because they haven't kept to their part of the contract.
  • Reviewer
    Location
    Wingate
    Reviewing
    Onestream
    Date
    Comments
    I can't even give any stars was ment to get connected yesterday still waiting engineer couldn't even get a connection so just disappeared went to do live chat and was told it will be live by midnight yet still waiting
  • Reviewer
    Location
    West Wales
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
  • Reviewer
    Location
    Derbyshire
    Reviewing
    Onestream
    Date
    Comments
    If you value customer service then this is not the company for you, extremely poor communication. Hard to speak to someone always a 30 minute wait. Check very carefully the product you are supplied and any add ons they charge for. I ended my contract with fees after 4 months gladly paid early termination cost to get rid of them
  • Reviewer
    Location
    Bath
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    The worst WiFi I have ever had, my biggest regret was moving from Sky. I have complained and was told by Onestream that at the router they comply with speed.
    So WiFi must be due to cheap or poor router as this hasn't happened before.

    DO NOT USE ONESTREAM.
  • Reviewer
    Location
    Redditch
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is definitely the worse I've encountered. They try and change what you agreed at the end asking you to agree. Very crafty!! If you catch them out, they don't want your custom and say that their credit check system is down and will call you back, but never do. When you ring them back, they have no details., I even got a reference and name from the original customer services operator (I had to ask for it!!) AVOID, THEY'RE ALMOST LIKE SCAMMERS!!
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am a Onestream Customer by my experience with them i would advise anyone who is thinking of joining them think again as i have been treated unfairly even though they know i have Mental Health when i first joined they sent me a router with the wrong password card since day 1 my signals have been rubbish and no engineer has come out to my address to fix any problems, also when i reported no internet for a whole week i never recieved any compensation which i always paid my bills until last month as i dont think its fair paying for something i wasnt recieving properly and they clearly didnt give a fk only wanted money out of me, I have had nuisance phone calls from people threatening to kill me and my family so i reported that to Onestream and was told if i want my home number changed i would have to pay £25 which is a rip off my number was exdirectory so how did people get hold off my number i found out they sold not just my number but a bulk of other numbers to random companies. I will be speaking to my local newspapers hopefully tomorrow as Onestream is a Disgrace of a company and should be investigated for breach of contract as i promised to pay on the 9th and 2 weeks after but they thought they could take money out of my bank yesterday morning which put me in the red with my bank and i will get an overdraft charge from my bank as i havent got one. So please take my advice Stay Away from Onestream they promise you great speeds when in fact they aint any good they dont care about there Customers at all.
  • Reviewer
    Location
    Penrith
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Like the chap below, I just want to thank everyone who has taken the time to give a detailed insight into how atrocious this company really is. I was seriously considering changing to them. Think I'll now put up with EE for another 18 months. Thanks all!
  • 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
    Helensburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I was very happy with Alex B from customer service today. Onestream had made some errors with my account, which I only discovered because of a communication from a third-party vendor. These were pretty bad mistakes in my opinion but I was put in a much better mood by Alex's excellent customer service. He acknowledged the issues, discovered the causes of the problem and negotiated me a better deal going forward and a partial discount as a sign of good faith. He was courteous, polite, professional and sympathetic and gave me just about as much as I needed to feel satisfied with the outcome of the call despite the fact I now knew Onestream had failed me in the past. Essentially, I think Alex B was the perfect example of what a customer service representative should be. I don't review customer services often and many of them are awful but since this was an exceptionally good case I wanted to leave a review.
  • Reviewer
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Disconnection issue all the times just switched to another broadband and been asked to sent back router within 2 weeks or pay fine of £54
  • Reviewer
    Location
    County Durham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I am in general satisfied with the internet speed etc. However, I do not understand their management policy in term of refunds. In the first month, I mistakenly paid the invoice twice. I requested them to refund one of the payment since they owe some money from me. However, they refused to refund. I found that some UK companies have this kind of malicious practice, and it seems that Onestream is one of such company.
  • Reviewer
    Location
    Hereford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    worst company. I had a contract for £ 22 a month but I never paid this amount because they immediately raised my direct debit to £ 26 a month and only for 4 months because after that I had to pay £ 30! luckily my contract is about to expire, but as a loyal customer I got a great deal for only £ 39 per month !!!!
  • Reviewer
    Location
    London
    Reviewing
    Onestream
    Date
    Comments
    worst company in existence.
    -someone quit their job whilst on the phone to me
    -impossible to get through to someone on the phone
    -router took much much longer to come
    -communication problems within the company
    -ignored emails and messages
    -overcharged monthly continuously
    -disgusting, appalling customer service in all respects, horrible company.
  • Reviewer
    Location
    SCARBOROUGH
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    careful, very careful, no good service. account and everything is not a straight forward. everything wrong
  • Reviewer
    Location
    Cardiff
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Appears cheap but hit you with lots of hidden costs... Monthly price went up 4% over inflation during the year contract, £250 'cancellation fee', AND it signs you up to McAfee malware free trial which automatically charges you for a yearly subscription when it expires!
    AVOID AT ALL COSTS!!!
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid like the plague, terrible company with hidden charges and now they've increased the price mid-contract by 26%...
  • Reviewer
    Location
    Essex
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been without service for three and a half weeks. No one is doing anything about it. The few times they have tried to contact me, it has always been during my uncontactable hours - which I have reminded them of every time I have contacted them. Phone calls and online chat are pointless as when I finally get through, the advisers can only pass on messages - which are then ignored. Can't speak to anyone more senior. Official complaints have been ignored. Feels like a cowboy broadband provider: They take your money and ignore any problems that arise. Avoid at all costs. They are not worth the headache.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely horrendous company, internet keeps dropping, there billing system is shocking and now there trying to charge me £52 for a new router because it isn’t working. The phone team are useless. Avoid
  • Reviewer
    Location
    Manchester
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous provider. If I could leave 0 stars I would. We have had nothing but issues since joining onestream, the service is poor, I set up with a different provider after less than one month of using the service as it was so poor and the customer service I have never experienced anything like it. We have been overcharged by £15/ £20 per month since joining and every attempt to contact them has been met with 0 resolution. Please for the sake of your mental health do not sign up to this provider.
  • Reviewer
    Location
    Milton Keynes
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Beware - the weasel words of the 'free for a month' One Stream Assured / Kaspersky trials. I was charged immediately for the One Stream Assured so-called service as soon as I could check my bill online (given access to this 2 weeks after the 'installation' day, where no engineer showed up). Upon phoning to enquire about this I was sarcastically told that their policy is to charge pro-rata (another month in advance) so this was valid! I asked for this to be cancelled along with the Kaspersky, but I am now very concerned after reading about all the other people who have been been ignored by One Stream customer service and been billed anyway. I've only been with them 2 weeks and already know I will never use them again!
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly regret changing to this company. Within a week my broad band speed dropped to just 4mbps. An engineer came out quickly and diagnosed while the line was capable of delivering 90mbps the problem was with the router supplied by one stream.
    Customer service is poor, no weekend phone contact just online chat for which I’ve waited over an hour to connect to an agent. Weekday contact limited to 8.30-5.30 only.
    At no time have they delivered the 79mbps I pay for, it can vary between no connection, and then a maximum of 28mbps. Yet the same line with BT consistently delivered 79mbps.
    I cannot recommend this broadband provider. Poor levels of customer service, with no follow through so you are just left waiting to see what’s going to happen next, no emails, texts or any contact whatsoever. Add in truly awful broadband provision,this is a company to avoid.
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Please please DO NOT use this company, i wish i read all the reviews 1.5 stars out of 5 speaks for itself, you will constantly have a problem with the company! My internet has been susspended because they can't seem to manage someone paying in full. You will be waiting hours in a que to speak to someone, you will be lied to and get ready for money to be taken out of your account for no reason, AVOID AT ALL COSTS! DONT BE FOOLED LIKE I DID
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Beyond poor customer service!
    I purchased an 18 month deal in January of 2020 which i paid in FULL, around 2 months in onestream had taken out 2 months payments from my account, i rang up and explained that i have paid in FULL and that i should be entitled a refund (the refund came around 6 weeks after this). All was find for the most part of a year until Onesteam decided to charge me again once again! This time the payment charge included a late payment fee of £10, i got in contact and said that i have been in FULL for 18 months and that i am not eligable for monthly payments, i was advised to simply 'ignore' the text until, yet again! Another text, saying i am late on a payment, i got in contact with onestream again and said that once again i do not qualify for monthly payment to which an advisor named Tom said that 'the payment is due to inflation' EVEN THOUGH the text clearly states 'late payment fee' and now of course my account has been suspended so i am left without any internet even from paying the FULL AMOUNT.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    You reviewed Onestream


    Lindsey prodger
    0 reviews
    GB
    Rated 1 out of 5 stars
    Absolute joke of a company placed an…
    Absolute joke of a company placed an order online for broadband and phone for £16.99 then when order processed it changed to full fibre and no phone had to pay £18 more which I reluctantly agreed as sold on really fast 75 plus speed, engineer booked for end of Jan then cancelled and rebooked for 14th of February who was a no show then had the cheek to say called but nobody was in which was a complete lie as nothing on video door bell plus 2 people in house waiting from 8-3 who heard nothing. The 3rd booking finally took place on 16th of March and installation completed or so they claim.

    Yet my internet speed is 25-35max depending on time of day, no digital phone calls available even though being charged for them and to make matters worse my other basic broadband and separate phone line to my annex has gone really slow internet and the phone line has been disconnected.

    I have raised 5 complaints in total now and had various empty promises from team leaders to complaints management and still left in this situation complete joke if a company stay well clear.

    I can’t even leave this company as nobody will even come back to me. Ombudsman notified who say I must get them to sort out the issue.
  • Reviewer
    Location
    Doncaster
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this so called company at all costs!!! Had no service for 4 weeks and had no choice but to swap to BT to get phone and Internet back. They are now billing me for the weeks when I swapped to BT and threatening court action and debt collectors. I have written numerous emails trying to sort this out and get ignored. The only response I get is on Trustpilot. Your better burning your money as they did not provide a service to me and it will save your blood pressure and the hours of nonsense you have to endure from them. Sign up at your peril!!!!!
  • Reviewer
    Location
    Doncaster
    Reviewing
    Onestream
    Date
    Comments
    Absolute rubbish. 15 days without Internet or phone. Don't ring back when they say they will. Ignore emails and never reply, as they have so many, I was told. I hazard a guess at complaints being made. Avoid at all costs, burn your money its less stressful than getting a refund from them. Ofcom here we come!
  • Reviewer
    Location
    Scotland
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've been with the company for one…
    I've been with the company for one year, the current contact is due for renewal soon, so I phoned them yesterday to see if I can get the same lower price contract for new customers, which I found online. The guy from the customer service tried to sell me more expensive deal, and I refused. I insisted that I only will agree to a new contract if the price is the same as the one I found online. He told me he will speak to his manager and will get back to me, he then told me that I will get the price which I wanted for a 24 months contract, but I have to agree on the terms and conditions over the phone. Today I found out that I've been sold the more expensive contract and I CAN'T CANCEL IT!!!!!! It's shocking!!!!!!
    BEWARE!!! They will waste your time, they will go in circles, and in the end they will sell you what they want, not what you want!!!!!
    AVOID AT ANY COST, TERRIBLE CUSTOMER SERVISE.
  • Reviewer
    Location
    London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Unscrupulous, cheats, liars. Avoid at all cost.
    I joined paying £18 for first 6 months and by the end I was paying £42 a month. Extremely sly price increases (burying announced price increases in the fourth paragraph in an email). Then no emailed statements. Internet speeds were often awful - not unusual to have 2mb download speeds. Then I spotted they require the router to be returned after the contract ends - again buried in an email which could be easily overlooked, and so I dread to think what the fine would be if I didn't return it.
    Not sure how they're permitted to trade and sell their products as they do.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Please do not undertake a contract with Onestream.
    During the contract everything was ok but when the contract was coming to an end it took me at least 5 attempts to get them to agree it was the end of my contract and therefore I was in my rights to end it on the specified date without charges being incurred and without having to provide exactly 30 days notice. I was then bombarded with calls and emails telling me I had to contact them regarding leaving as there were charges owed - after me having to deal with them on the phone, chat and raising a complaint I eventually got agreement all I was doing was ending my contract after the agreed term and therefore no charges were contractually applicable.
    They then post the end of my contract took funds from my account for a period of time I didn’t have a contract nor a service. I am still
    Awaiting a refund 2 months later even after countless contacts of me chasing and even raising a complaint of which they didn’t acknowledge any bad service or error - couldn’t even apologise
    In total I’ve spent in excess of 10 hours just trying to end my contract at the end of the agreed term !!!
    Do not touch with a barge pole
  • Reviewer
    Location
    Cambridge
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service and overall service. No email contact, online forms not answered, and waiting over an hour to get a hold of customer services who are rude, unprofessional, and speak in platitudes. Constantly trying to upsell you.

    Did not follow OFCOM's rule to contact prior to end of contract and then try to enforce huge increase in price.

    Avoid at all costs
  • 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 !

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