Origin Home Broadband Reviews

My broadband and landline service was switched to ORIGIN by Shell Energy over 12 months ago, I was not advised of this until it had already happened, I used to be with The Post Office Home Phone years ago and have been transferred at least twice now without my knowledge. I was not informed that they had put me into an 18 months contract and only found out when I made a formal compliant about their services. I have found it almost impossible to contact ORIGIN by phone to report loss of service or to make general enquiries. On recent calls I have started at position 25 in the queue and after 30 minutes today only moved to position 22 so gave up. ORIGIN owe me £91 in compensation and I think there will be little chance of me receiving this now as they are transferring me to Utility Warehouse UW at the end of June. On contacting UW today I was informed that they will not inherit ORIGIN's debt to me and it is more or less lost unless I go though the Ombudsman. ORIGIN is a totally inept company with incompetent call centre staff, they provide conflicting information,terrible company and best that they are going. Why didn't the Ombudsman do something about them before many people suffered from their incompetence.

This company is appalling.l waited for more than one hour as l wished to speak to someone regarding my internet issues.l gave up in the end .This was my third attempt and totally futile.Why is this company allowed to operate.They are extremely incompetent.

Overall 2 years of uninterrupted service but Jan I started with router problems. Have been living with no internet for 3 months. Customer service telephone shortest time for being on hold is 1 hour and 20 min and longest time is 2hrs 57 mins, 5 x phone calls. With nothing but lies about where replacement products are. They Even called out openreach to fix a line problem that wasn't actually a problem it was router, and tried fobbing me off with an ADSL and cable instead of a router blaming admin difficulties. Unsure what end game is. But I work from home and disabled so had to take holidays and move my equipment to a friend's 7 miles away to work. Not recommended at all.

I was with Origin for 8 years. At first they were slow but cheap, but they kept increasing the fees but not the speed. I decided to change supplier as, for a lower cost, Vodafone offered 150mbps compared to the appalling 3-5mbps 'Superfast(!) Fibre' I got from Origin. I gave notice, and on the agreed changeover day, they disconnected the broadband. They kept taking money out of my bank account however. I emailed them over 3 weeks ago, but this was ignored. I did email to say I would leave a negative review if they continue to ignore my emails. That email was ignored.

Broadband kept dropping out, had issues when with Post Office/SSE etc al, contacted customer services, took over an hour, place in queue kept dropping back. They said needed to do a test on router and I needed to press the factory reset button first. Test showed a problem and they would arrange an engineer to call. Doing a factory reset messed up the connection, sky won't connect, range extender won't connect. But surprisingly, an Openreach engineer came the next day, identified a faulty router and Origin would be notified in a couple of hours. On 3rd call to Origin customer service,7 hours after engineer left, advised a new router would be sent out. 8 days and still waiting, apparently they have no idea when a router will be despatched but will call me, I won't hold my breath. Asked when contract ended, given conflicting dates, will certainly be cancelling andh moving elsewhere when it finishes.

Absolutely appalling service and customer service. We ordered broadband for my elderly mother as she can't get mobile signal in her new returement flat, the router arrived on the 7th March, activation was due on the 11th March. The 11th came and went but not broadband, we kept trying for 2 days with no luck so we phoned Origin to be told we had phoned up and cancelled the account on the 3rd March.......... We Absolutely did not, we had no cancellation email or anything and the telephone operation tried to imply my elderly disabled mother had done it but couldn't remember, disgusting, she didn't even have the number for them or account number, I had it. It always takes at least 1 hour to get hold of anyone and there's no other help available, my poor mum was crying her eyes out after the phone call with thei Absolutely awful customer services, will not recommend to anyone..... ever....... and have made a full report to the ombudsman

If you could get through on their landline for customer service I would give them two stars each but you cannot so one it is. The hours of being able to phone mean that if you work then you are unlikely to get through during the week so you will be queuing all Saturday with everyone else. Trying to cancel the contract so far have had one call of 1hr 50 and still not actioned, and I am in for another lengthy wait today after being cut off four times - hopefully i will get through now - not holding out any hope for a quick resolution. One to avoid

Origin had provided a great service up until we wanted to cancel the account. Even though a call was placed before the date of the new price list to cancel an account, and the operator failing to re-inform us of a date to which this needed to be done, we have now had to pay extra money. After multiple calls to Origin, being told a call will be returned and a week we are still trying to get this account closed. We have never experienced this many problems with any other company. It has been a very stressful experience with the poorest customer service.

Just can’t seem to get any sense out of these people. Won’t bore you with the detail but after speaking with three ‘advisors,’ I will be seeking a new provider for half the price.

Do not use this company... They will scam you and turn your internet off... They also help themselves to your bank account even after you have paid in full.... Warning!!!! Do not use this company!!!! Warning!!!!

Sharp practice when contract comes to an end. Do they think we are stupid? £21 per month for the contract. At end of the contract increased to £36 in the hope we didn't notice or act. Will change to a more honourable supplier in due course. If they were fair then they would have had a customer for life.

I was switched to this dreadful company by SSE. On May 1st they emailed saying my contract is due to end on June 5th. Brilliant, I thought as I can finally be rid of this terrible company. So, I signed up to a new provider. May 2nd, I contacted Origin to state I did not want my contract to continue after June 5th. I was told I had to pay a cancellation fee if I was to end my contract on this date! They don't follow any basic business practices. I have emailed cancellations and complaints department multiple times. Yet I’m still getting numerous calls from some rude staff telling me I must pay a cancellation fee. How difficult it is to cancel my contract on the date I have been told it is to end? They even had the cheek to send me an email four days ago saying my new contract is being set up. This company needs closing down!

Been with origin for over 2 years and twice now they have cancelled my direct debit and claimed I have cancelled it. They have shut off the services after 9 months without payment and put me in debt. Their way to notify you of any payment issues is to send an email stating “Hello We hope you're enjoying your services with us. Your monthly statement is attached A very warm welcome. The Origin Team ” this friendly email from them clearly does not state there are any issues with payment so personally I have felt no need to open the statement, they do not send letters or call you to discuss payment issues even though they confirm both important information in their security checks. I was advised by a manager that whilst they investigate the direct debit issue my services would be reactived within 2-24 hours and was asked to email proof my bank direct debit is still active but the email address provided to me for them is not monitored. It has been 25 hours and still no services. Would highly suggest avoiding this company at all costs. Rude customer service team and very unhelpful. Basically trick you into getting into debt.

I'm another customer who has been ported over from SSE/OVO. Speeds and reliability have always been good, however customer service is worse than abysmal. They make it extremely difficult for you to pay your bill then cut you off without warning because of arrears. I wanted to pay but couldn't because they didn't have the infrastructure in place to accept my payment. This has happened twice. I'm moving providers this month.

Been left with an old router for over 5 years. Called to arrange a house move after we completed on a house just before the bank holiday only to be told we wouldn't get a new router even though it would be a new contract. We found another provider with a better service and they are now trying to charge exit fees for a contract I never signed up for. The only email I have from them says I started a new contract 1st January 1970!! Customer serive is rubbish, Internet quality is rubbish stay well clear

Terrible service. They never respond to emails, even official complaints, and it's impossible to contact them on the phone. They don't even provide you with basic information, such as the term of your contract.

This is a company that does not tell truth. Will attempt any means to try to part you from cash. Had 2 year contract at £21 month they then tried to take £132 they said it was mistake but next month tried £164. Thankfully I reported attempted theft to my bank. Direct debit guarantee scheme ment bank refunded me. Then phone charges started appearing. My contract ends 15th march. I'm so glad to get rid of this terrible company

They blamed openreach for poor service then I switched provider at the end of my “contract” and it’s all sorted. Operators are rude and don’t know their own so T&C’s and therefore provide you with false, contradictory information. There’s clearly a lot of frustration as you can hear other operators shouting on calls (presumably at clients) in the background. Their email comms are also deceptive and misleading. They conveniently can’t find emails sent to them and as non-UK agents don’t seem to understand basic english phrases. Avoid if you don’t want to get fleeced or endure frustrating calls with long holds! I’ve since switched and my line is better and happily deal with friendly, UK-based agents.

Abysmal - in nearly 30 years of internet these are by far the worst, even compared to broadband overseas! I have just switched to Sky.

Just awful all around. I cannot understand how they have a licence. Have given notice to quit. Please AVOID