1,017 Customer Reviews over 26 pages
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- Location
- Leicestershire
- Reviewing
- Origin
- Date
- 2023-06-15
- Comments
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Tried to renew contract on line twice with out success. Then phoned and was on hold for 40 mins (apparently in position 2 for 20 mins.) Gave up in the end. Now looking for other providers.
- Location
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- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2017-04-11
- Comments
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Terrible to get hold of. Despite cancelling our service earlier this year they still took a payment from our Scout Group account. Repeated attempts to contact by phone and email with no replies. Then they email us to say payment failed for this month!!
- Location
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- Location
- Cambridge
- Reviewing
- Origin
- Date
- 2017-01-08
- Comments
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I signed up to Origin at the start of November, paying for a year line rental and broadband in advance. Apart from a payment receipt, I received no correspondence from Origin regarding my switch. I had to contact them to arrange the switch date. When this date came, my broadband disconnected from my previous provider but I could not connect to Origin as they hadn't supplied the username and password for the connection. After live chatting online, this was supplied. A few weeks later, my previous provider tells me that only the broadband switched, not the line rental. Therefore, I had to contact Origin again to get this switched. It was done three weeks after the broadband, in which time my previous provider was billing me at their full price. To add salt into the wounds, Origin then sent me an incorrect bill. Not only were they billing me (at a random amount of £9.99 per month) for a period I had already paid for upfront, they included several weeks when my previous supplier was billing me. The telephone service was almost useless when I called to query this bill. Needless to say, I cancelled the direct debit as I have already prepaid for my service. As soon as the contract ends, I will be switching away.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-02-21
- Comments
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Dependent on Openreach, which is fine but they didn't seem to be able to contact Openreach to determine the problem with my service. Went almost 2 weeks with no service despite being told multiple times that it'd be online within 24 hours or they'd explain the fault. Often long wait times, although WeQ4U worked fine so didn't bug me much. Extremely cheap prices, especially if paid in advance.
- Location
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- Location
- Manchester
- Reviewing
- Origin
- Date
- 2023-08-02
- Comments
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No issues with the broadband speed or reliability -but the customer service is the worst I’ve ever dealt with.Debited my account for two months phone line package I never ordered,30 minutes to answer the phone then endless “holds” and promises of “call backs” that never happen.
Avoid.
- Location
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- Location
- Oxfordshire
- Reviewing
- Origin
- Date
- 2017-02-04
- Comments
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Although the basic service is fine, they have no customer service whatsoever, not even bothering to reply to online chats or email, let alone answering the phone.
AVOID
- Location
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- Location
- Nottingham
- Reviewing
- Origin
- Date
- 2017-05-17
- Comments
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Failed to cancel with my previous provider as promised.
Accepted responsibility a month ago but not doing anything about it despite promises. Multiple failures to ring back and return e-mails. Also lied to regarding someone who was allegedly on compassionate leave but was in the office all the time. Platitudes but no action.
- Location
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- Location
- Bristol
- Reviewing
- Origin
- Date
- 2018-02-01
- Comments
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Apart from interactions with a few brilliant technicians, my experience of Origin has been woeful. My main issue is the unacceptably long waits on hold- sometimes up to 2 hours. Slow response times to emails. It has taken 2 months to solve a line disconnection problem. I will not be using Origin again.
- Location
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- Location
- Le67
- Reviewing
- Origin
- Date
- 2017-09-24
- Comments
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I have been with out my Wi-Fi for 4 days tomorrow and I am not happy at all
- Location
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- Location
- Cambs
- Reviewing
- Origin
- Date
- 2023-02-22
- Comments
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Was happy with them but their culture and customer service have changed. Got suckered into a two year contract, now they put their prices up and I cannot get out. When the two years is up I will not go back. Customer service now like robots; general complaint email not given as they may be 'swamped' by customers due to the price increase. It's garabge.
- Location
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- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2020-11-15
- Comments
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Been with them for just over two years the basic router gave me less than 20 Mb download so I complained and it went up to just over 40 Mb. I later bought another router and input all the details and it kept dropping out every couple of days, the second PC, in the bedroom wouldn't connect whereas with the basic Asus router it did 90% of the time.
After a few weeks, the router I bought wouldn't connect at all so I went back to the one they supplied and even that was cutting out on both PCs.
During the day the bedroom PC won't connect but on a night it can get a connection, sometimes it is intermittent, I have trouble watching Amazon or Disney + and have to turn the PC off.
They offered no increase for 30 months but I might be moving providers in a few months if they increase the monthly fee by too much.
- Location
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- Location
- Cumbria
- Reviewing
- Origin
- Date
- 2023-10-02
- Comments
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Incredibly poor customer service!!! My account has been sold to Fleur Telecom and today Origin have taken 2 direct debit payments from my account. I am now with Fleur (apparently!). Tried several times to contact and sort.. customer services had NO idea my account had been sold on and no idea about Fleur, they couldn’t discuss the direct debits as my account was not found !!! I have tired complaints but nothing. I have no idea who to contact in Origin to sort out my DD!!!! Terrible
- Location
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- Location
- Milton Keynes
- Reviewing
- Origin
- Date
- 2017-06-30
- Comments
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Probably the worst provider I've had and regret moving to them. If you can get through to customer service, they're pleasant enough and are keen to help. My connection randomly drops out which can be really inconvenient. As soon as my contract is up, I'm totally out of here.
- Location
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- Location
- Wigan
- Reviewing
- Origin
- Date
- 2017-03-02
- Comments
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I signed up for Broadband only at £17.99 a month.
Paid the initial £17.99 while registering. I registered No Phone needed and was quoted £17.99.
I then heard nothing... I waited 2 weeks and got twi identical emails telling me congratulations your Broadband will be connected did/mm .... but no date .
I then contacted Origin by phone and told them I had no Router.
3 days later a router arrives. I connect it up but get no Broadband. There is a note with the router saying your phone line is ########### . I ring this number from my mobile phone and I hear that the line is connected so I hang up.
I then ring Original Broadband and report my Broadband is not connecting. After 20 minutes I'm connected to a man speaking very poor English, advising me to hack into the admin using admin as username and password.... he is very difficult to understand and after 10 minutes he asks me to hold on.... after 5 minuted of holding on, I am cut off.
The next day I ring the help line and get put through to an assistant eventually after another 20 minutes..... who asks questions about the lights on the Router box.
I say there are 2 lights showing and the ASDL light is not one of them. He tells me the Router is faulty after I check the box connections for him, and he will order a new Router for me.
The new Router does not arrive.
Again I spend 20+ minutes trying to get connected to Original customer services..... I tell them about the conversation with the man who said the Router is faulty.
Wednesday 8th Feb a new router arrives.
I connect it up and ha.ve Broadband.
..... Feb 27 I get an email from Original telling me my first bill can be accessed... I try to access the connection but it will not show me my bill.
I then ring Original Broadband customer support to tell them I can't access my bill...... 20 minutes later a man helps me and says there is a fault on the programme in some areas.
I ask him how much is my bill ?
.......... £79.88 he says .
I question this and he says the line had to be repaired but he can see where I am overcharged by £9.99.
Again I question this and says hold the line . I ask him to ring me back on my mobile phone 07733559645 . He says ok, but never rings back.
The next day I ring Customer Services again and speak to a young man called Keenan. Keenan is very helpful and tells me I have been charged for a phone line which costs £48.00 ..... even though I asked only for Broadband connection only. I tell him this is unacceptable and I am not prepared to pay anything more than £17.99 as per my contract.
Keenan says can he ring me back later while he checks with someone.... I say Ok,
Yesterday Keenan did not ring me back 24 hrs after I last spoke to him.
I am seeing my Solicitor on Saturday and will be showing him my conversation and Contract that I agreed at £17.99 a month .....
This is not funny , I'm a 70 year old pensioner with high blood pressure and diabetes ...
GET THIS SORTED OUT NOW..... Ian Morgan
- Location
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- Location
- Pontefract
- Reviewing
- Origin
- Date
- 2021-06-14
- Comments
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I was told my broadband was £17.99 suddenly it's gone up to £22.99 im a widowed pensioner.. they have threatened to charge me £365 to £450 if l leave they seem to be desparately hanging on to remaining customers I've found another supplier with fibre broadband for £17.99 money is tight as it is l wouldn't recommend
- Location
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- Location
- Notfolk
- Reviewing
- Origin
- Date
- 2024-02-13
- Comments
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A dreadful firm to deal with: appalling administration from their take-over of our contract from SSE to date - utter incompetence at every juncture: I can’t wait to take my business elsewhere - anywhere! I doubt we could do worse. At the end of our (SSE) contact they have increased our monthly charge from £29 to £41 and won’t permit us to port our number of 36 years away from them! In my view this is blatant extortion and I have written to OfCom.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2021-02-11
- Comments
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We went for the basic option (£17.99), and got what we paid for. The internet would cut out once a day or every other day for about a minute, which is frustrating when using streaming services etc. There is only the two of us, so it wasn't a case of overuse. The most frustrating part is that my contract ended, yet Origin are still taking the monthly fee! I've reported it, cancelled my direct debit etc, but it is still happening. When I have spoken to the customer service team online, they are very slow to reply, act like this is the first time I've raised the issue, and tell me that have to raise it with someone more senior! I just want you to stop my account! Terrible service
- Location
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- Location
- Southport UK
- Reviewing
- Origin
- Date
- 2017-10-21
- Comments
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Been with numerous ISPs since the 1990s, and I'm pretty clued up on internet/tech matters.
I moved to Origin in 2015 from O2 after sky bought them up,(Who wants to give money to murdoch?), and I do prefer to put my lot in with smaller independent ISPs, as so many have been gobbled up ofer the years.
For my first 2 year 78Mbps contract I had almost perfect service, top speed of 63Mbps which appears to be line limit, and which they informed me of before I joined, so was well happy with it.
Then at the end of June this year I renewed but with this time a 38Mb package, and unfortunately took up their "super saver" offer of paying upfront for the 2 years at a big saving. Shortly afterwards they moved from plusnet network to Talk talk, and as a LOT of people have since discovered the service has since plummetted.
The pattern of service for me is 36-38Mbps during most of the day, but every evening usually between 6-7pm to gone 11pm now suffer 5-6mbps and ping had rocketed from previous 30ms upto +110ms, so streaming and online gaming are now crippled.
They continued taking monthly payments from my account even though I'd paid upfront, although when I phoned to complain they did refund the money reasonably quickly so I cant complain too much, but it was only after I pulled them up about it.
Tech support used to be excellent on the odd occasion I had minor niggles in the past, but recently it feels that the company is struggling in all departments with poor or no tech support/ customer service response.
I REALLY want to support them, and up until the last couple of months would have had no problem recommending them, but it does feel as if their backs are now against the wall.
Origin, please get away from talk talk network...If I'd wanted that I would have paid them for it, they're currently £1 a month cheaper for their 38Mb package, but they are a poor company, if you cant get back to how you were you've lost me as faithful customer.
- Location
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- Location
- Rural Shropshire
- Reviewing
- Origin
- Date
- 2017-11-04
- Comments
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What a joke of a company was with them for 12 months no notification contract had ended. Found a more competitive deal with them via cash back as a new customer, unable to process new order as they required me to cancel my existng service even though I was out of contract wait 10 - 15 days without any broadband or phone service. This company needs to put the customer both new and exist of at the centre of all they do. The 10-15 days without service will be worth it as its costs them more in administration the cancel the existing service and set me up as a new customers plus new annual cost has reduced by 8%
- Location
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- Location
- West Midlands
- Reviewing
- Origin
- Date
- 2020-10-16
- Comments
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Been with these for a couple of months now and I'm still waiting for the customer portal issue to be resolved How long does it take to sort out a technical issue so I can at least view my account?? Tried the 'live chat' and end up waiting up to 40 minutes to speak to someone even thou they apparently reply in 10 minutes or so? Sort out the portal issue please!
- Location
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- Location
- Glasgow
- Reviewing
- Origin
- Date
- 2018-02-15
- Comments
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I've been with Origin since April 2017. I joined as they were providing the best deal on uSwitch at the time. Previously I had been with Sky and with BT before them.
I had been getting around 8MB/s with Sky and BT (800kbps was the real speed) and only had connection issues once or twice. Origin on the other hand I receive between 4 and 6MB/s (real speed 400kbps to 600kbps) however this is sporadic at best. Usually of an evening it drops down to 1 or 2MB/s which is useless if more than one person is using the net.
Then there are the connection problems of which I must have 2 or 3 a week. No idea why it is so bad. I've had to call them a couple of times to deal with the connection problem. Which leads me on to customer service.
The people I have spoken to have been nice enough and managed to tell me what the problem was before going on to fix it. The issue I have had is the waiting times when calling them... is there only a team of 2 dealing with all calls?
All in all a very middle of the road company, not the best with much to be improved on.
- Location
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- Location
- Angus, Scotland
- Reviewing
- Origin
- Date
- 2017-01-17
- Comments
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I was supposed to be connected on 5/12/16. Hub had arrived. BT were to connect line, they came as arranged. Told me line allocated was in use elsewhere so would need another engineer & that would be done in 24hrs. I am still waiting! Have contacted Origin customer service & I have to say they are more than helpful. They are unfortunately at the bottom of the line as far as BT/Open Reach are concerned! BT, TalkTalk, & whoever else come before Origin! Sad, but that's the way it works apparently.
I unfortunately will be requesting a refund for my paid up front & unused line rental.
(Please note: I already have broadband supplied by Origin for another property which I am more than happy with but already had a phone line in use)
- Location
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- Location
- Leominster
- Reviewing
- Origin
- Date
- 2017-04-21
- Comments
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Phone connected on time but took a further 9 days for broadband to be connected. If you're an existing customer they take a very, very, very long time (>1 hour)to answer the telephone, but answer straight away if you go through to sales! So be prepared to wait.
- Location
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- Location
- Sandbach
- Reviewing
- Origin
- Date
- 2017-07-31
- Comments
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Appalling customer service - I moved house and could not get in touch with them for weeks. Phone just rang on and on, emails weren't replied to, and online form submissions ignored.
They only got in touch when I stopped paying and said to cancel the contract (I had to get another provider) I would have to pay the rest of the contract in one go (at much higher rate than what i actually paid each month) plus any discounts I had previously received.
It's a shame, but I guess you get what you pay for.
- Location
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- Location
- Coventry
- Reviewing
- Origin
- Date
- 2018-10-01
- Comments
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Having paid for a year's service up front, I have had "bills" for monthly line rental on 6 occasions within a year. Each time, I had to call their helpline (no other contact possibilities given) and wait 20-30 minutes to be told that they'd fix it and it would not happen again. In August, they actually managed to steal £18.095 from me and to date have not paid it back despite me contacting them several times. Actual internet service is fairly fast but had to reboot rooter about once a month when it crashed or the service failed. No outages of more than one hour.
- Location
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- Location
- Cheshire
- Reviewing
- Origin
- Date
- 2017-08-10
- Comments
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Customer service appalling. Portal not accessible - usernames don't work and email resets don't either. Try ringing and expect a very long wait.
I have now made over 10 attempts to change something as simple as the bank account the direct debit comes from and still not achieved anything.
Awful service and very frustrating as a customer.
I am now just going to cancel the existing DD and assume they might call me when they don't get their money!
- Location
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- Location
- Slough
- Reviewing
- Origin
- Date
- 2018-04-13
- Comments
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Here we are 12th April 2018 and I'm STILL trying to get back my money that Origin took from my direct debit as I paid a year upfront. I later found they had also been taking monthly payments from my Bank account and eventually had to close the direct debit to stop them doing it as they continued even after I complained.
Now they send me unpleasant emails as I don't have the direct debit open, but can't until they deal with it and stop taking my money they are not due or entitled to.
I have had up till now 4 Origin employees apologising saying they will sort it and no completion, I have asked for a Manager to contact me but nothing yet.
I can only give this honest review as they have been given several opportunities to rectify the issues.
I have been trying to get them to sort it in between my chemotherapy, and it's not on as don't need dreadful customer service at this time, and after reading the reviews I was disappointed as maybe should not have done another year.
Generally the broadband I get is ok for me, occasional dropouts but I have been satisfied, their ability to sort this simple thing says a lot about them, without Origin sending me emails " how did we do, win £50" ?
Just return my money Origin and I can do another direct debit if you promise not to take more money your not entitled to.
- Location
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- Location
- Dorset
- Reviewing
- Origin
- Date
- 2022-03-11
- Comments
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Origin customer services are worse than bad. They made an error on my bill which they eventually admitted to and then sent a debt collector who is harassing me. This has been ongoing for 6 months. Avoid. Any suggestions?
- Location
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- Location
- Sutton
- Reviewing
- Origin
- Date
- 2017-02-24
- Comments
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Buyers beware. I had a perfectly working phone like, run by EE for the last two hours, but it transpired that Origin had trouble taking over this line. That started a two-month saga back and forth between their pedestrian customer service.
I was told an Openreach engineer would come over to verify that I indeed had working line. He, to my face, confirmed that I did (obviously as I was being serviced by EE) but that he had been requested to change the line/phone number at the cabinet. This all happened without my permission.
Not only was I subsequently charged for this engineer visit (when I was told that I would be refunded if the existence of the line was verified), but EE charged me for an exra month because I in effect had two lines! I had to ring them up to cancel it myself.
That means I'm about 75 quid out of pockect, and have been offered a paltry £25 credit. Terrible, terrible company.
- Location
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- Location
- Chester
- Reviewing
- Origin
- Date
- 2020-06-26
- Comments
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If you like Nothing's Going to Stop Us by Starship and Get Lucky by Daft Punk, played through a £1 speaker from Wish, then you'll love holding for this outfit. I have had no internet for over 24 hours, and had to hold for a cumulative total of nearly 3 1/2 hours. The tech team try their best, and are nice kids, but largely ineffective. I am back on now but don't hold out much hope for the coming days
- Location
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- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2018-10-02
- Comments
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Same problem as others have mentioned on here, paid upfront but still got charged a monthly fee about 6 times and had to chase them to get it back. Cancelled the Direct Debit but they set it up again. Even after I left they kept billing me and even called to chase up the money!
- Location
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- Location
- Aberdeenshire
- Reviewing
- Origin
- Date
- 2017-11-07
- Comments
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Customer service folks are polite, well mannered and competent, if you're lucky enough to get through to them. They simply seem overwhelmed; no replies to emails, hour-long waits for phone support even at 2am. Just been switched for free to fibre broadband, but they forgot to send me a new router (3 days no broadband), and now I'm connected the speed is inexplicably slower than the copper wire I had previously, and Origin seem clueless as to why. I'll probably switch back to Plusnet next month. Pity these comms companies always ensure there's a big gap between you broadband and line rental saver switchover dates.
- Location
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- Location
- Shrewsbury
- Reviewing
- Origin
- Date
- 2020-03-12
- Comments
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It’s hard to get through to speak with customer services and when you do, it’s hit and miss. A few customer service advisories are good. But some just don’t care about what you say. I called them to cancel an upgrade and enquire about the payment of a period that I had moved home and was not connected yet. The advisor said she would get in touch about it in 24 hours. She never did and they still took money for the over two weeks that I wasn’t connected and didn’t cancel the upgrade so I was on a contract that I didn’t want. Then to get through to discuss it I was on the phone for over an hour and no joy. Disgusting service. I’m going to cancel my contract and report them.
- Location
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- Location
- Wales
- Reviewing
- Origin
- Date
- 2020-11-25
- Comments
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DO NOT WASTE YOUR MONEY currently have less than 1mb download speed when average is supposed to be at least 7mb, DOUBLE NAT and they want us to pay an EXTRA few pound a month to get rid of DOUBLE NAT. Also just a complete waste of money and we are switching soon to maybe virgin media or sky. Any internet broadband that can GARUNTEE good download speed. Currently with Origin it takes roughly one hour to download a 67mb file. Terrible poor internet supplier. They should be ashamed.
- Location
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- Location
- Southampton
- Reviewing
- Origin
- Date
- 2020-08-05
- Comments
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I have been a customer for many years with Origin, joining over 6years ago or something when they were a small company. They used to be incredible, with amazing speeds and stability, and constant technical support that worked hard to solve issues.
I still get good speeds, is the only positive thing I have left to say about them these days. My connection keeps dropping, a BT engineer found no fault in my house or wiring, and yet im still waiting for any form of a solution. Their customer service is a joke, they leave you on hold for hours and then fob you off.
Six years ago I couldn't have recommended them enough; but now I would advise you to avoid them like the plague.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-04-11
- Comments
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To update my previous review. They charge for the first part of the month (when broadband installed) by direct debit. And then every month payment goes from prepaid sum at the beginning of the month.
- Location
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- Location
- Bristol
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Force you to wait 4 days before even confirming an install date, hidden fees. make you pay before they even provide any of this info. trying to cancel and had to wait 40 mins on the phone, avoid this company like the plague, they will go out of business soon selling this rubbish
- Location
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- Location
- TROWBRIDGE
- Reviewing
- Origin
- Date
- 2020-05-29
- Comments
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Absolutely fuming i was in and out of hospital so genuinely forgot about this bill they robbed my dads account of his weekly pension and i haven't been able to earn because of covid left us hungry for 10days would not recommend to anyone about as useful as a steak at a veggie bbq
- Location
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- Location
- walcote
- Reviewing
- Origin
- Date
- 2017-07-10
- Comments
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A dreadful experience.
Changed my home phone number without informing me. Still waiting to hear from them what the telephone number is.
Promised to inform BT my contract was finished. Never did and cost me 6 weeks rental for no BT line.
Have never ever responded by email and never confirmed any of my contract details. Long wait for any customer service and plenty of promises and no result.
For Gods sake look elsewhere.
On the plus side the Broadband is cheap and reliable.
- Location
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- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2017-10-01
- Comments
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Been with them 2 years, things stated off badly as they were given a month to sort out a new connection yet lost my phone number I was promised I could keep & ended up with no internet when we moved in.
Speeds OK until their 'Network Upgrade' were good, since then beyond dreadful, BT found line perfect & only a stone’s throw from cabinet. Every time I have had dealings with their admin such as buying a router for example they got it wrong, each & every time without fail.
They are ok as long as you doing have to deal with admin or tech support at all as it seems no one in the company communicates with anyone else – That is no exaggeration at all.
I had a problems a few weeks ago & waited over an hour to speak to someone (often longer) & in the end sorted out the problem myself!
I really do not like writing this review but having used the internet for well over 20 years they are by far the worst ISP (& maybe company of any sort) I have ever used (apart from RedHotAnt) I’ve now started migration to another ISP & will really, really be glad to see the back of Origin Broadband no joking. If I really, really, disliked (detested) someone I would recommend Origin to them.
- 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.
Origin are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Origin.