408 Customer Reviews over 11 pages
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- Location
- Kings Lynn
- Reviewing
- Onestream
- Date
- 2023-11-24
- Comments
-
My cheap rate (£37) was due to run out on 11 Dec and I had an email telling me to "click here" to renew for £29. So I did, and then got an email saying the charges were £37 as I had to pay to upgrade my router and pay an additional fee for "Onestream Assured", which would mean I was guaranteed help if I needed it. Thought that would have been included as customer service, but never mind, I was cross that I had been cheated by an inflated price that I called to cancel my subscription. Got put through to an chap called T****r, who spent around 50 minutes trying to talk me into not leaving. He said he would honour the £29 as it was a great deal and I wouldn't find cheaper, and he got annoyed when I said I wanted to shop around first, saying I wouldn't find anything cheaper and what a great deal I was getting. I felt pressured into renewing. So, I agreed, but then looked online at other deals to see that I could get one for £13.99 and even Onestream was offering new customers deals for £20. At this point I rang back to cancel and was put through to T****r again.
He wouldn't take no for an answer, even after he said "if I offered you it free for a year would you stay?". I felt totally bullied, but stood my ground and was told I had to give 30 days notice so my cancellation date was 21 Dec. I'm guessing the first part of the call wasn't recorded as we got cut off and he called me back and wasn't being rude or aggressive, just pushy. I cancelled. Then I got an email saying I would incur cancellation fees of £622 (yes, more than six hundred pounds) or I could "click here" to stay with Onestream.
Seriously NOT happy with this service.
Have since spoken to a very helpful lady in Retentions called L**y. Probably would have stayed with Onestream if I'd have spoken to her in the beginning. Overall a very stressful experience.
- Location
-
- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2023-11-22
- Location
-
- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2023-11-22
- Comments
-
Absolutely appalling service. Impossible to contact, messed up my order, really poor
- Location
-
- Location
- Warwick
- Reviewing
- Onestream
- Date
- 2023-11-21
- 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.
- Location
-
- Location
- Mold
- Reviewing
- Onestream
- Date
- 2023-11-14
- 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.
- Location
-
- Location
- Ash
- Reviewing
- Onestream
- Date
- 2023-11-13
- 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
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-11-02
- 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.
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-31
- 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
- Location
-
- Location
- Wf1 4rf
- Reviewing
- Onestream
- Date
- 2023-10-13
- Comments
-
Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
- Location
-
- Location
- Birmingham
- Reviewing
- Onestream
- Date
- 2023-10-11
- Comments
-
The worst speed and reliability I have ever seen with a rubbish modem that they charge 3.59£a month.
- Location
-
- Location
- Worcestershire
- Reviewing
- Onestream
- Date
- 2023-10-10
- Comments
-
Ok. Cheap. Not as fast as it should be, and a few more drop outs than we used to get. But ok.
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-06
- Comments
-
Just tried to ring about moving house.
Waited for 1 hour and 5 minutes for the call to be ended on their end. Furious.
- Location
-
- Location
- STAFFORD
- Reviewing
- Onestream
- Date
- 2023-10-05
- Comments
-
made the mistake of going for the low price . really poor wifi due to cheap router. keeps dropping out but when reported nothing wrong. can only try and get help between 9 and 5 . A total waste of money . Struggle to connect devices in same room as router . Do not join this service
- Location
-
- Location
- LONDON
- Reviewing
- Onestream
- Date
- 2023-10-04
- Location
-
- Location
- Berkhamsted
- Reviewing
- Onestream
- Date
- 2023-10-02
- Comments
-
Extremely poor customer service. Bills were overcharged and a real headache to get a refund. The real definition of buy cheap buy twice.
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2023-09-30
- Comments
-
Just ripped me off over a £100 for a month's of broadband there scammers and crooks with 0% customer service these reveiws are real
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2023-09-28
- Comments
-
Onestream Scammers!! entrapping into an expensive package
---------------------
Stay away from this company, I am an existing Onestream customer caught up in their scam.
Don't get fooled by their cheap price. They charge for EVERY single thing. Everything is free for 1st month after cooling off period they show their true colour. They have everything written in Small print which you will miss.
- First of all, you will lose your telephone line as they do not manage the telephone. Meaning you will not be able to receive any incoming or outgoing calls. If you want a telephone service, it will cost you an additional £30 per month
- They give you £10 crappy router, which is of no value and poor wifi signal. If you want a good router then you have to pay an additional £4.51+vat per month to have it. It is called Superstream Router
- if you want any kind of Tech support you need to pay an additional £4.51+vat per month, it is called Onestream Assured.
- OneStream signs you up with a couple of subscriptions e.g. Macfee antivirus for 1-month trial, after that OneStream charges £35 for a full-year subscription non-refundable fee.
The total cost per month is
(broadband fee) £21
+ (Telephone service (only incoming calls)) £30
+ (router fee) £4.51
+ (Tech Support fee) £4.51
Total = £60 + vat per month
- Location
-
- Location
- Birmingham
- Reviewing
- Onestream
- Date
- 2023-09-23
- Comments
-
Supposed to pay 19£ charged me 25 and when I wanted to end the contract at the end of the year they didn’t reply on emails. On the phone they tried to convince me to go for another year . Thiefs
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2023-09-21
- Comments
-
Worst customer services in the Universe, never answer phones , ( hours spent) email the same , that’s if you can find a email that works, resorted to record delivery, guess also ignored. Once in control of your direct debit, they take extra, will ( a lot of extra money). No explanation, someone would need to talk to you. Never received an invoice in a year, never received a contract. Cancelling is nearly impossible, they make it so. Not person from the company has once bothered to look into my issues, they just take unjustified, unexplained , increases in money taken.
Guess make the mistake of getting company to take notice, I wrote a review, guess instead of addressing my concerns, they cut of my internet the next morning.
It was on a Month by month basis, ( I confirmed be recorded delivery) it ran our end Sept , they cut it of 10 days early, and changed £45 instead of £25
Of no one wises to explain, now it’s matter of principle, seeking legal advice tomorrow, onestream customer services no existent ☹️
- Location
-
- Location
- Northumberland
- Reviewing
- Onestream
- Date
- 2023-09-21
- Comments
-
Rubbish, in every single department. so much so I am about to pay to have a separate provider as I can't be a.sed anymore
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-09-13
- Comments
-
Terrible service and company.
I had a terrible broadband speed despite paying for a fast broadband.
Also the worst cancellation policy. They don’t have a simple fee to pay especially when you have special circumstances having to close your account.
I submitted a complaint but heard nothing back.
And there are no written prof of anything.
I am revolted by this service, the only thing they care about is to take my money.
Terrible
- Location
-
- Location
- Farnborough
- Reviewing
- Onestream
- Date
- 2023-09-10
- Comments
-
Just as everyone ahead of me, I have abysmal experience with them. They messed up my go live date, cancelled my original order, which they didn't tell me, and created a new order with a new go live date. Sent text messages on both days so I had no idea what's going on. For the confusion they offered me a month free. Still haven't received that. Half an hour easily waiting on the phone and then a very rude agent pretty much shouting with me that they can't help! Like what??? They add "free" extras to your contract Eve if you express that you don't want that as you don't want to risk to forget to cancel them and ince they go full price you would pay like £40 or more. Router not included in price?! Never replied any of the written messages. As she couldn't tell why my credit just disappeared from my account without deducting from my bill, she said she will get back to me. Well I still haven't heard anything. I will have to constantly contact them over and over again. I am seriously considering to cancel even though that would cost £160 at this point. The internet is never the speed they guaranteed, my tv/phone very often says no internet... I just don't understand how is it allowed that such a horrible company on every level can operate and rip off so many people without consequences. There has to be a way to get out of a contract if they don't fulfill their end.
- Location
-
- Location
- Aberdeen
- Reviewing
- Onestream
- Date
- 2023-09-08
- Comments
-
Would give zero stars if I could.
Might seem like a good deal now but it won't in 12 months time!
Were rubbish from the start when they sent me a faulty router, doubled the price during my 12 month minimum contract period (£19.99 to £39.99), then to £53/ month out of contract. Customer service is awful and the last person I spoke on the phone to was downright hostile.
Avoid.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-08-26
- 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.
- Location
-
- Location
- Rugeley
- Reviewing
- Onestream
- Date
- 2023-08-21
- Comments
-
If you are thinking of going with Onestream, because the price on the comparison sites look good DON'T, it will cost you more in the end, before the end of my mom's contract, they started putting the price up, and now it's double what it was, and they charge you nearly £5 a month for Router rental, which i have never heard of before, you have been warned STAY AWAY!!!
- Location
-
- Location
- Scotland
- Reviewing
- Onestream
- Date
- 2023-08-11
- Comments
-
Avoid Avoid Avoid!!!
Good enough wifi but contract term and conditions are terrible, all discounts they’re offering is just a scam, on the end of contract they will rip money off you!!!
Even though my contract finished i still have to pay another monthly payment without discount, so for last 2 month onestream ripped me of £49 each month were supposed to be £22
- Location
-
- Location
- Cambridge
- Reviewing
- Onestream
- Date
- 2023-08-10
- 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
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2023-08-09
- Comments
-
Based on my own experience I cannot recommend doing business with this Company at all. I was fully paid up until midnight on 31 July 2023 at which point my Broadband arrangement with Onestream was due to end.In plenty of time, I had earlier advised Onestream that I would not be wanting any further Broadband from them beyond Monday 31 July 2023 due to an extended trip overseas. Onestream did not like that at all and, in a fit of pique and without any prior notification, they unilaterally decided to cut-off my Broadband connection at the end of Sunday 23 July 2023.Not only did they not reinstate my Broadband connection at any time between 24 July and 31 July 2023, they have also not refunded me for the money that I had previously paid to them for that particular period.Such petulant behaviour on the part of Onestream speaks volumes about the sort of Company they are. In my opinion, not only is their behaviour immoral and unethical, it also illegal to extract full payment from a customer then not provide a full Broadband service for the complete month and also fail to reimburse the Customer for the period in question ie. their behaviour is that of an Organised Crime Gang - this was not an administrative error on their part, it was knowing, deliberate and intentional - they knew exactly what they were doing. It follows that one should think long and hard before entering into any Contract with this Company. Based on my experience and my perception, it seems to me that it is yet another Broadband company which, if it were possible to shake hands with them, you would have to count your fingers afterwards.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2023-08-08
- Comments
-
Started with £18 a month and didnt realise they were charging me £27 a month.It took me atleast an hour just to get on the phone with them.Really bad customer service.They said I had to pay £120 just to move home and i can not continue with my old contract therefore i have to get a new one.
AVOID AT ALL COST
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-08-08
- Location
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2023-08-03
- Comments
-
Speed on the line was not great- certainly not the levels they ‘guarantee’. They have some questionable business practices (hard to cancel free extras, unclear exit fees, no email or text based communciation)
The hub I was sent didn’t transmit Wi-Fi around a 1 bed flat and if I wanted to pay another £4 a month they would give me a better hub.
- Location
-
- Location
- County Durham
- Reviewing
- Onestream
- Date
- 2023-08-03
- Location
-
- Location
- Gloucester
- Reviewing
- Onestream
- Date
- 2023-08-02
- Comments
-
Horrible customer service. Automated customer support just hangs up because they are TOO busy to take your call (get more people employees). When you eventually get through they say a 10 min wait but 2 hours later I'm still waiting. Please avoid.
- Location
-
- Location
- Perryman
- Reviewing
- Onestream
- Date
- 2023-08-01
- Comments
-
Started out June last year at £22.75 /month for just broadband, now we are being charge £47.93 /month for just broadband. Contract stated there may be "slight" price increases over the contract, never said 110% price increase !! Also, when the price began to sharply increase, we stopped getting email invoices, Roll on December to get rid of these con artists.
Thinking of joining them??? DONT !!!!!
- Location
-
- Location
- DRIFFIELD
- Reviewing
- Onestream
- Date
- 2023-08-01
- Comments
-
Not very happy, wait to speak to agent for agesw and then get automatic cut off. Have phoned on many occasions to get bill adjusted correctly which is O.K. for a while and then it doubles so have to go thru the whole process again, Do not trust them at all , they don't care , it appears that they can take money out of your account without notice or advise on what it is for. Should have minus stars, it is a real worry that they can continue to do this, there is NO repeat NO standard of customer service!!!!!
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2023-07-26
- 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.
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2023-07-14
- Comments
-
Theives. That's the only way to describe this company. I was supposed to be paying £18 a month but after checking my bank statements, they've been charging me £40 a month
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-07-14
- Comments
-
Horrible customer service, lines always busy, email not being monitored and contact form you never hear a reply from
- Location
-
- Location
- Ilford, Essex
- Reviewing
- Onestream
- Date
- 2023-07-05
- Comments
-
Don't work with them!!!
Worst company to work with! They do not offer services, devices are provided weeks later, there is no one to find support in this company. They will pass you from one person to another and never call back as they promise. After more than a month of no service, they will still bill you for NO SERVICES!
- Location
-
- Location
- Lincoln
- Reviewing
- Onestream
- Date
- 2023-07-04
- Comments
-
The worst company ever. They trying ripped off all the time. They rising price without any notyfication, monthly price rised from 22£ to 47£ in just one year for 60Mb broadband. Stay away from these thieves.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.