Origin Broadband Reviews

I have been with Origin for nearly 3 months and still do not have any wifi service. A phone call takes forever to be answered and then an engineer is promised to be sent to inspect the premises which never happens.
Totally disgusted with Origin and don't recommend them at all - they are a nightmare.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I've been with this company for two years and have been very disappointed with their services.
Modem keeps cutting off two to three times a day.
I gave them 30 days notice that I didn't want their services any more, and that I didn't want them to take the up front fee for another year that they were requesting.
I was assured that this wouldn't happen.
To my surprise they cut me off after 10 days! I called them about it and was told it was an error on their behalf and that it would take 14 days to re connect and that I needed to renew my contract with them!!
In addition to this, they had the audacity to go ahead and take the renewal fee for £193.23 from my bank account twice!
I had to call my bank to get the money refunded.
I have requested that they release my phone number for the new supplier who will request my phone number. The new supplier can't start their services for another 20 days.
I've been left with no phone or internet, that I had paid for up front thanks to them. I'm sure they did this on purpose for leaving them. I've read other similar posts by others.
I have made a formal complaint to them. I was told someone was going to contact me to try and resolve the issue. Still waiting after five days!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Absolutely terrible connection drops constantly, origin tell me there's nothing wrong and if they send an engineer out and the fault lies with me (doubt it, I've never had trouble before)then they will charge me £108 or if I'm not in they will charge me same amount..I told them I'm not paying for a service I don't receive and cancelled my dd ...This is quite funny I suppose because they cut me off the next day and it took me over 6 hours to realise

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I've been with origin for almost 2 years and, from the start, the broadband service has been available all the time; no problems with that.
Customer service, however, is in need of some work. I signed up for a 12 month package and paid up front. After a couple of months - in the new year - I noticed that there was a payment from my bank account so I called up and was told there had been a mistake and it would be corrected. The following month, same again. Third month in a row, same again. Eventually, the payments stopped and a cheque for 4 months overpayments was sent to me. When my 12 months were over, I called and renewed, full payment, same as before, and in year 2 no problems either with service or extra payments.
I've just made a payment for year 3 - a bit early; payment on August 1 for a service starting in September but it's paid now so I'm not going to fight over it.

To be completely fair, the people at Origin have sorted out the problems as they arose but their process seems to be very slow. Whenever I've called, they have been polite and I don't recall it taking too long to connect.

Avoid? No - if you're patient with them, they will get things right and, to be fair, my broadband connection has never let me down.

• Satisfaction
  3 stars
• Customer Service
  2 stars
• Speed
  5 stars
• Reliability
  5 stars

Over 2 years I've been with them and just renewed as I've never had a problem, got fast speeds, good WiFi and it's the cheapest I have found for Max fibre

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

I can’t comment on your internet service or speed as I’m not even with you, but I felt the rude young man who just called me out of the blue on my lovely Thursday afternoon needed a review - because your customer service is disgusting. After telling him I didn’t know who my package was with (what do you expect when you’re cold calling people) he then asked me ‘DO YOU KNOW ANYTHING??’ Before hanging up on me. Delete my number and train your staff properly. .

After leaving talk talk i found this company on facebook, filled in my details and was called yesterday but i was busy so requested a call back 10.15am next day. Bang on time the girl phoned me. Straight away she got into her sales pitch at 100mph. I had to ask her to slow down several times as i could not understand a word she was saying. I asked several questions which again i think she answered at 100mph. I commented that Now tv , were offering a slightly better deal on calls made from landline, her reply was " go with them then" . I asked to repeat what she said and she changed it to " well you have to go with the best deal." Thats not very professonal is it i said to her her , to which she replied "oh watever" then cut the call. I was so shocked at this advisor, having worked for a top high street Bank for the last 17yrs as a manager in a contact centre both inbound and outbound service. Its no wonder this company nearly colapsed last year and to be honest with staff like her it wont be long before they are at that stage again if thats how they value customers. My advice steer well clear of this company

If you are wise you will avoid this disreputable company. Their promises are not to be relied on and their broadband sub standard. Be warned ....

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

I have been with origin for nearly 2 years now. I had problems at first but for the past 18 months I've been trouble free and have great speed. It is very cheap too, customer service is slow to get through to but if your after a reliable frill free broadband provider then origin is the one for you.

• Satisfaction
  5 stars
• Customer Service
  3 stars
• Speed
  4 stars
• Reliability
  5 stars

STAY AWAY from these cowboys, I cancelled days after contracting with them as I was still under contract with another provider - origin promised to cancel order. 2 weeks later they had not cancelled and took payment from my account! Now they saying it’s up to 30 days to refund me by cheque...

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Never even switched but got a call out the blue saying they hard i was looking at broadband and asked if i could get a call back the next day between 14:00 and 14:30 which never happened and when i called up and explained i did not wish to switch and why, also asking to be taken off their call list, 10 mins after that call i recieved yet another call from them and yet again told them to take me off their call list, after that yet again i recieved another call which resulted in me being laughed at down the phone and hung up on, i called up their service and said not to call me again will wait and see if that actually does happen...

• Satisfaction
  1 star
• Customer Service
  1 star

I would steer clear of this company, I signed up on Friday then read the reviews, cancelled on Sunday, Tuesday they took money from my account which I managed to get cancelled, now I find today,Thursday they have taken money again. Wouldnt touch them with a bargepole.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I switched to origin a month ago and I can't ask for better service amazing broadband connection and speed I live in Scotland I will be recommending to friends and family

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Don’t use this company. Appalling speeds. I rarely get over 4MB using WiFi (my mobile phone connection hits 90MB). Forget a connection during peak times.

I cannot even stream TV properly and the signal completely drops out all the time - this is not an exaggeration. I live in the city, not out in the country.

They are refusing to cancel my contract despite this stating they cannot guarantee wireless speeds. Who actually uses a wired connection anymore?

Terrible customer service. Terrible service in general. Have read other similar reviews since I started looking. Wish I had known before I signed a 12 month contract.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I joined them on an 18month supersaver deal and paid upfront for my landline and broadband. Yet almost EVERY month they kept taking money out of my account for broadband and line rental. It is unbelievable how difficult it is to get you money back from them. They keep lying which is why they are so difficult to deal with. First they promise you itl be back in your account within 7days, after 7days they say another 7days, then they increase that to 30days, then they say its not company policy to send a paid back to an account via BACs and that they've posted a cheque to my home address. A further month later when no cheque arrives and after screaming at them down the phone, they finally agreed to send my money into my account via BACs.

These fictitious cheques NEVER made an appearance. And I had to go through this same torture pretty much every month as despite being on a supersaver they refused to allow me to cancel my direct debit.

Don't even get me started with Kim in the complaints department who refuses to give you her surname. When you get sent through to her in complaints she never responds back to you when she says she will. Also when you mention members in the team you have spoken to, TWICE shes told me two members of Origin staff who promised me refunds that never arrived have now left the company. I thought I would ring customer services to see if she was telling the truth, only to find she was lying as usual.

Not only is their broadband constantly dropping speeds, their is no point speaking to anybody at Origin about anything as the whole company just send you on a wild goose chase and never resolve anything. Fastest speed I managed to get on my line with Origin was 30mbps with constant drop in connection. I have now switched to Vodafone Broadband with whom I get 38mbps on the same time with no drop in connection.

Origin Broadband are just awful. STAY AWAY!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Origin Broadband may seem attractive because of their low prices, and that's half the reason I took the leap, but it was honestly the worst mistake I ever made. While I like to take chances on smaller relatively unknown companies, this was one of the few times that decision has bitten me in the butt.

First, I'd be surprised if your connection remains stable for longer than a few weeks. I don't have enough fingers and toes to count the number of times our internet went offline without warning, sometimes for days at a time. This wasn't limited to just me, either, check Twitter, more often than not, huge regions of customers will be completely cut off without warning.

On the rare occasion it is online, connection speeds fluctuate no matter what time of day it is. This is likely due to the outdated tech that they call a "router". But hey, if you have a couple of hundred quid to throw their way, you can buy their more up-to-date router.

Oh, and their customer support, I kid you not, is the same person every time I've called. But don't worry, why not head on over to Twitter to express your concern? A few times I'd spoken to their customer service via Twitter who seemed to "solve" the problem for me (they didn't) and reimburse some of my bill for the inconvenience (they didn't) as well as correct a double-charge on my account (they didn't).

Oh and don't even dare Tweet at them directly with complaints about their terrible service because they'll just block you. Yep. Having simply tweeted them about losing connection (again) I went to check their page for a status update and low and behold, I'd been blocked. Bloody good customer service there. Ignore the problem and it'll go away.

You're right, I did go away, to another ISP.

TL;DR - Origin Broadband is a terrible company with unstable connection and abysmal customer service. I'd avoid at all costs even if the deal seems too good to miss.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

If you want your internet to not work half the time, zero customer support, a very cheap and unsuitable router, all for one cheap price, pick these boys. You will also not have internet for 2 months when you switch because they will mess up the switch over. AVOID.

P.S. Don't let your flatmate pick cheap when you both need the internet a lot.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

I am submitting reviews to warn people off this company due to appalling level of service. Don't let the cheap price fool you if you have a problem your stuck with it as its virtually impossible to get through to technical support. I have had my land line broken for 4 days now and tried every day multiple times upto 20 minutes on my mobile just waiting in a queue with no idea where I am in the queue. No announcements just a continual loop of music. The customer service and sales pick up straight away as us us but cannot even pass details of your problem to tech team they just put you back in the never ending queue. Steer clear its not worth it

• Speed
  3 stars

I ended my contract early because of poor broadband service, worst ever customer service. Origin agreed to refund credit from my account. This was October 2018 and despite promises to settle payment has never been made.
I had paid the year up front but the service I received was disappointing. I couldn't connect to the internet. Customer service was non existent. I would recommend stay clear of this company. Rip off!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst service i have ever received!

Thinking of saving money on a slightly less premium brand than Sky or BT? Believe me the hassle is not worth the saving. Took me 3 months and persistent daily calls to chase anyone up to install my router. Their customer service is disgusting with no one really willing to put their hands up and take blame, nor apologise for the inconvenience; they simply bombard you with secret unwritten policies and T's and C's.

Finally my contract had run it's course and i rang them one final time to cancel; and then was told that i had been billed for one month extra, as yet another unclear T&C struck me with a brand iron whip, told that "While your account is still open, even if your contract has ended, we employ a rolling contract unannounced to the customer".

Genuinely disgusted with how i've been treated by this company.

So in conclusion, really do go elsewhere..

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Asus N16 latest firmware update available to download and install from Asus Help web page. Cured all my router problems.

• Satisfaction
  4 stars
• Customer Service
  4 stars
• Speed
  5 stars
• Reliability
  5 stars

Terrible internet provider. They're cheap but you understand quite quickly why. They draw payments twice quite often by mistake, take ages to refund you, they stop your connection by mistake as well (never missed a payment and my connection has been cut twice over 1.5 years with them). I'm currently not supplied by them anymore but it's now the 3rd month they withdrew and I'm still waiting for them to stop and refund me... Customer service is terrible as well. Completely useless.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Never get internet with these half - an hour waitin for them to answer the routers don’t work frew the day always looses connection and thehy fink am gna lay £49 for another router wen online its says its free installation and router not ad internet since last wekend they wunt recommend these to anyone agen Gota wait another month for them to actually cancel it so paid another bill for no internet

Unfortunately, I cannot find Anything good to say so I won't. All I can say is avoid like the plague if you want a peaceful life. with a broadband service which works also, at a speed which is useful.

• Customer Service
  2 stars

Total confusion from the beginning! We paid £158 for a whole year up front. Just wanted basic broadband for a holiday let so it seemed a perfect fit. The first router was faulty. The second was faulty.

Eventually got up and running. Speed not brilliant but just about acceptable. After a few weeks realised we were being billed for £21 a month. Rang to query and was told that the price had gone up as it had been upgraded to fibre. I didn't want or need fibre and I certainly didn't want to pay £21 pm for a service I'd already purchased for a year in advance!

I'm not convinced it is fibre at all. It's certainly no faster.

The worst bit is the time they take to answer the phones. I don't think I've ever got through in less than 3/4 of an hour. If it was my own residence I'd have cancelled it and asked for my money back.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

I have been with Origin for over 2 years, and for the first year services was excellent.

Then after a year it all changed, they seem to have got into trouble laid off staff, then the service went way downhill, dropped connections are normal, speeds that will suddenly drop to less than old dial up speeds.

You get used to responses such as "We cannot find a fault with the service on our side." and "we do not provide a guaranteed minimum speed with our packages"

Origin insisted it was not them, as all checks carried out showed no issues at their end, so it must be BT or an intermittent exchange issue- odd, as visits to neighbours showed other providers were not have any problems.

Cut long story short the company has gone into a CVA, and the service continues to reduce. I would advise any potential customers to do your research, When it works the service is good, but for last 6 months it has not been good and I for one will not be renewing my contract

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  2 stars

Was one of the first people to sign up with Origin Broadband here on the island...was with them the best part of 3 years...at the beginning, all problems were dealt with promptly and couldn't fault them...fast forward to now....was supposed to be on 36meg download....for close on 6 months had constant drop to between 1 and 5meg...complained after numerous calls, nothing done...emailed abuse, still nothing done...cancelled direct debit, it worked for about a month then back to the same shenanigans of not even being able to stream bbc i player at peak times...what a joke...Origin even had the cheek to ask me to reinstate payment while they try and sort it out!!!...Hilarious!....have decided tonight to switch to EE fibre in hope of a peaceful life...Avoid Origin Broadband folks, the began a great company but have got lost in the fog of their popularity and would rather bury their heads in the sand than sort out their longest running punters...should be banned by OFCOM with their carry on

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very good customer service with resolving issues. I switched because we experienced drop outs and slow speeds over the term of our contract and I hoped that our new ISP would be better.

• Satisfaction
  4 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Cancelled my service today and it’s the only time in 2 years I’ve managed to get through to customer services in a reasonable length of time. With fibre speed less than 0.5 MBps and virtually unusable I sacked it. Totally appalling ISP from day 1. Steer clear. Shouldn’t be in business.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst internet ever I had to get a new router box as the first one they sent me didn't work. I tried to ring them the first time and had to wait an hour and the internet still did not work. I have rang them twice since as the internet keeps cutting off. Then they said they are going to charge me £198.00. Avoid this rubbish company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

spend hours trying to reach the customer support, no help, sending emals trying to schedule technician visit but not replying, no action, was without internet for 5 weeks, such a waste of time needed to switch

I am now in my third year with Origin. My experience has been mixed, I try to avoid all contact with the accounts dept as they never follow up on requests for genuine refunds. I also had slow speed and drop outs which I finally resolved myself by downloading and installing the latest firmware from Asus for the DSL-N16 router. Don't rely on the automatated update in the router software as it does not recognise the latest update (December 2018). I hope this helps others frustrated with their speed and reliability. Good luck.

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

It took 2 weeks to get a confirmation set up was complete. turns out it wasn't complete and was on hold for 49 minutes while trying to contact customer services to get it resolved. was then told the issue would take 5 to 10 days to correct. terrible, do not use

• Customer Service
  2 stars

The broadband is completely unreliable.
It drops out at least 20 times a day. Customer service personnel say they don’t take responsibility for the WiFi reliability or speed, even though I’m sat 2 feet away from the router.
Absolutely rubbish all the way through.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The reason I am posting this review is because Origin are lying to Trustpilot by saying my reviews are false because I am not a customer!, I have noticed they have an active campaign using the same excuse with other bad reviews to have them removed and Trustpilot are cooperating with Origin, I had all the same problems as the other reviewers, Origin illegally attempting to take money after ignoring your confirmstion that you will nit renew the contract etc, it is a good job that I do not actually live close to this shower of thieves, I have never,ever had to deal with such a disgusting excuse of a company before, they should be closed down by OFCOM.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

We’ve been customers here for over 3 years and haven’t seen such humiliation and depression when it comes to customer service, honestly I’ve been on the phone with other companies that took a long time to answer but NOT as long as Origin Broadband takes to pick up the phone. The internet is great but I’m sorry I honestly cant believe that for a company as big as yours with all those phones and yet people are still waiting in line for 1 hour or 1.5 just to say that my broadband isn’t working and we’ve paid everything in full and they told us that it would take approximately 1 hour to work, btw WE GOT EXAMS.

• Satisfaction
  3 stars
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars

AVOID, absolute cowboys. every time I tried to call I was on hold for hours it’s only recently that they I improved the ways of getting in touch with origin which has possibly come from all the bad reviews you have recieved in the past, I emailed on several occasions confirming that I would like the leave when the 12 month contract finished as they can see from my account I paid for 12 months contract then stopped paying as I emailed to say I’m leaving, not once did I say I want to renew my contact therefore the contract was unlawfully extended without my knowledge or agreement, not once did I receive a phone call or email or letter saying the contract has been renewed, the broadband has never worked as the engineer didn’t Install the phone line correctly, I have been on talk talk since the first month I took out the last Initial contract but I knew I had to stay in the 12 months period which I did, they can check the broadband connection and can see that it’s never been used because it never worked. I told them via email that either the broadband is cancelled or I will happily take my email evidence of wanting to leave origin after the 12 month period to court if you try to ask for any outstanding balance. Don’t let origin get the better of us, it needs to be shutdown NOW!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Update: switched to Zen internet and all my internet problems are solved, even ones I didn't realised were caused by Origin e.g. LG TV would sometimes not connect automatically to internet which I thought was it being slow or malfunctioning. Nope, it was Origin and their terrible router.

Complete ripoff, way more expensive than other providers yet worse in every way. Screw this company they are useless.

The connection is absolute garbage: drops out or becomes unusable multiple times per week. I can see this is the same others are getting as review sites have been flooded with similar 1* reviews recently i.e. nothing to do with my setup, just this terrible company again.

My devices are feet away from the router yet once a fortnight do I get zero lag or delays. The rest of the time it ranges from annoying to unusable.

The router is complete rubbish too - complicated to setup, UI is almost unusable because it is some terrible ASUS one and it doesn't even have 5G. I'm paying £38 a month, way more than I would for same speeds with other providers, yet they can't even give a solid 5G router.

I went with Origin for the 24/7 UK based support and here is my summary of that:
- nice but moronic staff that have zero knowledge on anything.
- technical support are clueless morons
- hold times are always very long
- no one ever answers the live chat, you send your message and it says someone is there but no one replies.
- terrible tinny hold music played on repeat whilst on hold.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

If i could give minus stars i would, put up with Origin for the entirety of my 18 month contract. Took it up through a cashback website and to start, never received the cashback. As soon as broadband set up, they mixed my details with another customer account which stopped me being able to log onto broadband, once remedied (after many calls to customer services with minimum 45 mins before anyone answered), constant WIFI dropping, very slow speeds (and this was meant to be quicker than my previous provider, paying £10 more than before for the privalage! Received an estimated final estimate for £60 when i'd gone through my bank statements, I had actually paid for 18 months service and i'm leaving a month early. Contacted customer services to explain to them to sort their billing out.. Girl didn't sound like she knew what she was doing, told me the account will be updated to show i owed nothing, then get a final payment due letter to say i now owe £35! Cancelled direct debit, router sent packing. Calling customer services again. Honestly AVOID LIKE THE PLAGUE!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Customer service might be OK if they ever answer the phone! Abysmal! I have now held for 45 minutes twice and still not got through to anybody. I only wanted to upgrade my package but thinking I'll just wait until my contract ends and leave them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star