1,017 Customer Reviews over 26 pages
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- Location
- Oxford
- Reviewing
- Origin
- Date
- 2017-04-04
- Comments
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Truly awful customer service. Origin were very quick to bill me (taking payment a month before the service started), and then billed me for additional charges that I hadn't agreed to. They ignored repeated emails to their billing department to sort this out. Current download speed is only 100Kb/s. Again, they have ignored my email complaining about this from last week. I've been on hold for an hour now waiting for someone to pick up the phone...
- Location
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- Location
- St Ishmaels
- Reviewing
- Origin
- Date
- 2019-03-24
- Comments
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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.
- Location
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- Location
- The uk
- Reviewing
- Origin
- Date
- 2023-09-14
- Comments
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Been with these for years now, the last 72hws wow. I had my internet going off and no, contact them and they said it's all fine there end. And there is nothing then can do. They will not send anyone out to have a look, will not send a new box out. So they lost me... I'm off somewhere else. Don't go with them not worth your money....!!
- Location
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- Location
- Manchester
- Reviewing
- Origin
- Date
- 2018-08-11
- Comments
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DON'T make the stupid mistake!!!
I made the stupid mistake of taking out a 12 month contract with this bunch of incompetent clowns. Even more stupidly I paid 12 months in advance to reduce the cost.
They took 4 weeks to connect me and then started charging me monthly as though I were an out-of-contract customer. Surely that is fraud?
The speed was around 50% of what I'd had with previous suppliers and their customer service so bad it was impossible to get anything done.
They persistently send out incomprehensible and blatantly inaccurate e-mails that customers cannot reply to; there is no address for their customer service department. The ONLY way to contact them is by phone, which they never answer; instead you are simply deafened with awful muzak until you can stand it no longer.
They charged me for a Caller Line Identification service I did not have - I still have had no refund of the overcharging.
After 11 months they attempted to take monthly line rental from my bank, even though I was paid up for a whole year. Another fraud?
Now I have decided to leave (one day outside my 12 month contract) they are demanding over £38 (yes, for one day's service!). I am not able to find out why as they have locked me out of their 'portal' ever since I told them I'm leaving.
AVOID this bunch at all costs!
- Location
-
- Location
- Suffolk
- Reviewing
- Origin
- Date
- 2023-09-18
- Comments
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Since SSE sold out to origin my internet is basically non existent.. have now given up and changed provider.. customer service tried to be helpful but broadband not fit for purpose we are lucky if one computer works and that takes minutes to load anything.. sorry but for £33.00 a month for nothing too much to put up with..
- Location
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- Location
- Market Harborough
- Reviewing
- Origin
- Date
- 2024-02-02
- Comments
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Tried to transfer broadband to new house and after 3 attempts and an hour on the phone, decided to cancel (which only took 6 minutes) and went to a different company which took 17 minutes to do in total. Origin were not helpful or easy to communicate with at any stage.
- Location
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- Location
- Brighton
- Reviewing
- Origin
- Date
- 2019-05-01
- Comments
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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..
- Location
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- Location
- Edinburgh
- Reviewing
- Origin
- Date
- 2021-03-11
- Comments
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I am honestly absolutely livid with this company. For any students who know how bad Circuit Laundry is as a company, well, Origin is worse hands down. Absolutely abysmal customer service including flat out lying about additional fees, often extremely slow responses, never able to talk to me taking into account previous issues so everytime I had to start all over again. Slow wifi speeds and wifi that cut off. Never had any advice that helped to solve this issue and never had any offer from them to come round and actually take a look at the problems themselves. Often waited 30+ minutes for each response from their live chat aswell, several times i waited over 12 hours for the same "live chat" only to be given the same piece of advice every single time which i told them every single time did not improve my speeds at all. They do not allow me to cancel my contract early and i cannot legally cancel early under the precident of false advertisement and insufficient speeds/service because Origin as a company publicly do not comply with the up-to-date UK broadband consumer rights. They are literally a scam company who know they are ripping people off and its disgusting that they are allowed to offer their "services" at all to unwitting customers. Wasted so many hours and hundreds of pounds with them after being tricked by an employee of theirs on the phone into signing a contract with them. Since eventually I had to buy a new contract with BT to run simultaneously with this line as this one was essentially useless and I could not cancel or claim compensation. Never in my life been so angry at a company.
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2021-08-22
- Comments
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Temperamental and unwatchablely slow of streaming in the evening
- Location
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- Location
- Ruislip
- Reviewing
- Origin
- Date
- 2017-08-18
- Comments
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Unfortunately I have trapped in an 18 months contract with Origin broadband+land line. I pay £29.99/Pcm for the maximum speed (76mb) but are experiencing internet disconnection frequently. The only way to ask for technical help is calling there service centre!!!
Very poor customer & technical service!
They keep you on hold for more than one hour to listen your claim!
It takes a few weeks to send an engineer to solve the issue. They claim base on the contract they have 8 weeks time to resolve technical issues!!! So you have to appreciate if they resolve it earlier than 8 weeks!
Their web site has no customer service at all. Just advertisement!!
They have no parental control/child safe mode and don't think it is necessary for home users!!
I don't recommend it at ALL.
- Location
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- Location
- Scunthorpe
- Reviewing
- Origin
- Date
- 2020-06-16
- Comments
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I've been a customer of Origin Broadband for more than 5 years and was a very happy customer until about a year ago, something changed at Origin and both the quality of service and support has deteriorated drastically.
The connection has gone from being reliable and stable to not knowing from one moment to the next what speed to expect, one moment it's 36mb, the next 4mb.
I had tried to report the problem several times, but rather than fix the issue, they just ask you to perform your own test and send them the results... which they do nothing with!
In the end, I gave up trying to get them to sort it out and realised that this was just the quality of the service they are selling! I called to cancel and they want to charge me £400 cancellation fee which I now have to fight them over.
Do yourself a favour and stay away from Origin!
- Location
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- Location
- Norwich
- Reviewing
- Origin
- Date
- 2017-04-23
- Comments
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poor connections, slow most of the times, max speed (basic broadband) is 5mb/s (previous providers were at least 8mb/s using same phone line. technical helpline is useless after at least 30 min waiting. I DO NOT RECOMMEND THEM
- Location
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- Location
- LEWES
- Reviewing
- Origin
- Date
- 2018-01-02
- Comments
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If you've read this far down this page you've heard it all before. Like many others I made a mistake in not reading the reviews before signing up to the great sounding £154.99 for 12 months deal ... Should have known better.
Ridiculous problems getting the service started when after not hearing anything about my installation date for weeks, a 50 minute wait on the customer service line led to them telling me my address didn't exist...what?!
Then sent email telling me 'Great news... your internet will be connected on January 1st 2018' ( this was in August 2017) .
Having spoken again several times to them, finally received a date...but contradictory information about whether an engineer would or wouldn't need access to the house. Internet wasn't connected until several days later, and only after. ALOT of fiddling around with various settings etc
Five months in & internet cuts out frequently, unable to watch a film without having to reconnect internet a minimum of 3-5 times per film.
I also received an email saying my direct debit of £20.99 was going to be processed on a particular date....having paid 12 months upfront as a one off purchase I never set up a direct debit!!!! So was very cross to find one had been set up with my bank. Obviously cancelled this immediately. I still get monthly emails saying they will be taking £0 from my bank....
All in all the service is pretty appalling. The one & only good thing I can say is that when I have finally got through to speaking to anyone on the phone they have been polite, if a little exasperated (unsurprisingly) but unfortunately the actions they have said they'll take rarely come to pass.
I would strongly recommend avoiding this ISP if you value your sanity and money...the seemingly impressive savings suggested by the upfront price will quickly be eliminated by the time you spend on the phone trying to fix problems or lying on the psychiatrists chair with clumps of hair in your hand.....
- Location
-
- Location
- london
- Reviewing
- Origin
- Date
- 2017-02-15
- Comments
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I have only been with them for a month and they are the worst for customer service.
The broadband speed and switch happened smoothly and no problem so far (touch wood).
the issue i have had is:
i paid upfront for the year but they still have taken out direct debit for the first month.
I have emailed the billing email address - no response
i have emailed the complaints form which promised 7 day response - no response.
i tried chat - it states wait time as 1 minute but theres no one there.
how can they win awards for best provider etc?
i plan to complain to the ombudsmen but i have to wait 8 weeks since i first complained. i suggest this as the best course of action for everybody who has problems because if everybody complained - then they have to take notice of us, the customer, as a collective.
They are new - and i think taking to social media and complaining through the regulatory body as the most effective course of action.
- Location
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- Location
- Hove
- Reviewing
- Origin
- Date
- 2020-07-01
- Comments
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Dreadful, dishonest service, poor response time, goal posts moved. Do not deal with this company.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2023-12-14
- Comments
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If you want disgusting service from staff that lie to you and can’t be asked to do your job, tell they’ll call you back and then don’t, and just generally don’t want to help you, then this is the company for you.
- Location
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- Location
- Bridgend
- Reviewing
- Origin
- Date
- 2017-07-18
- Comments
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I upgraded from plus net which was up from pretty much day one. switched to origin broadband and i get about 3/4 disconnects a day. I cant exit contract, as you have 14 days only, but takes 3 weeks to set up. also, they will charge you for the router, if not returned in 14 days of cancellation. please everyone avoid, check the reviews, everyones getting DC. the customer service isnt great.
- Location
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- Location
- Keighley, West Yorkshire
- Reviewing
- Origin
- Date
- 2018-12-05
- Comments
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Poor beyond belief, imagine if Fawlty Towers ran a broadband company. Didn't tell me about my activation day, turned up unannounced and then the changeover left me without broadband as they hadn't posted my router yet (they sent it to the wrong address 3 times!) and lack of notice meant had to pay out my notice for old broadband provider. Slow speeds. Unreliable. Received other people's bills on more than one occasion. Terrible customer service. Posted router back at end of contract and after 4 phone calls and 2 emails am now taking them to court to be paid back the money for the postage they agreed to pay 3 months ago. Avoid at all costs.
- Location
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- Location
- Somerset
- Reviewing
- Origin
- Date
- 2018-01-16
- Comments
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After 100 days without Broadband Origins offer of a compensation was a paltry £30. When you consider they had raided my bank account for over 3 times that amount during the same period, it demonstrates the contempt they have for their customers. Tech support won't answer the phone and complaints just spout platitudes
- Location
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- Location
- Leyland Lancashire
- Reviewing
- Origin
- Date
- 2022-12-12
- Comments
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One of the worst companies I’ve ever dealt with
I had an 18 month contract. When I moved they extended by another 18 months a third move they wanted to do the same again
I declined and they cut me off but insisted I should pay the full contract
Their website says they are friendly and helpful.This only applies until you have a problem
I asked to speak to a manager twice no one came back to me
They then after I had paid my bill bombarded me with texts saying Ajjb Law please contact re outstanding bill despite having an email from Origin saying I owe nothing
Terrible customer services beware
- Location
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- Location
- Glasgow
- Reviewing
- Origin
- Date
- 2019-12-19
- Comments
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I was promised 11mbps for £17.99 a month which was ok for a single guy thats two months now highest its been is 6mbps today was 4.28mbps. I feel duped and silly but what can i do its depressing as they said its within their estimates so can't raise slow connection issues. Avoid You will be lied to lots of drops in service too.
- Location
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- Location
- UK
- Reviewing
- Origin
- Date
- 2020-09-17
- Comments
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Having just set-up a new contract with Origin I tried to resolve 2 issues.
1. Broadband speed about half the download thery said they provide and..
2. The router I received is so small it doesn't provide coverage for the whole house (3 bed semi!!)
I asked to cancle mu contract to find this conveniently expires 14 days after you commit to them up to the day before they connect you. So, there's no way to cancel the contract after you get terrible technical advice on day one without incurring charges.
Aparently a wireless router will give a greater coverage area when the broadband speed increases - my technical representative said I would have to buy a router from them that should provide the coverage they promised before agreeing to change from EE.
Beware of this company, they do NOT provide faster broadband nor do they provide an appropriate router to cover a small semi
- Location
-
- Location
- North East
- Reviewing
- Origin
- Date
- 2021-06-25
- Comments
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Just a shame there wasn't a minus on the star scale, after numerous calls over several weeks keep promising the amazon voucher that you are supposed to get with the tv side of things, holly promised one last time is would definitely be with me by today and that supposedly came from management, guess what after another 2 calls today nothing, absolutely nothing. What makes it worse is that I only agreed to keep the tv package weeks ago as I was promised the voucher weeks ago and now they want over £200 early termination fee for the TV, as you can image my anger over numerous calls and the promises I also cancelled the broadband, trading standards first thing Monday morning, also asked how to apply for a subject access request in regards to the phone recordings each time I have phoned.
- Location
-
- Location
- Edinburgh
- Reviewing
- Origin
- Date
- 2021-02-18
- Comments
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They are a company of crooks who will straight up lie to get you to sign up and then once you are past the initial 14 days and cannot cancel anymore they offer no meaningful assistance whatsoever, the waiting times for customer service are ridiculous, the communication within the company to help solve customer issues is almost zero - mostly they just wont ever get back to you - especially if its about low speeds. Cancelling their contract does exactly the same as continuing it for its full term. Despite the fact they told me straight up that i would be able to cancel for a fee
- Location
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- Location
- Swindon
- Reviewing
- Origin
- Date
- 2024-03-13
- Comments
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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
- Location
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- Location
- Borders
- Reviewing
- Origin
- Date
- 2017-06-01
- Comments
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Very poor all round, takes 45+ minutes to get to talk to someone. My biggest problem was with them taking too much money from my account with the direct debit, they were taking too long to resolve the issue so I was refunded with the direct debit guarantee and moved providers. So watch you accounts closely.
- Location
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- Location
- london
- Reviewing
- Origin
- Date
- 2020-09-05
- Comments
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New customer
Router installed correctly, all lights are on
Held waiting half day... No engineer as instructed
No broadcasting ,can't be seen on devices
30 minutes waiting
Technical support asking me to do further attempts to reprogram the router beyond my physical ability
Customer service can't provide help...back to technical ...no answer after another wait
Seems that router is either mislabelled or faulty
Failure of service is total
Code of service is not affected..
- Location
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- Location
- Suffolk
- Reviewing
- Origin
- Date
- 2020-08-09
- Comments
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DO NOT USE THEM. If you sign with them let's hope you do not need to be moved to a woman's safe house in an area they don't cover. They will still charge you a cancellation fee despite you legally not having to. They have also continued to take unauthorised payments leaving me an my son in a tricky situation by having to pay for 2 broadband services. I am currently waiting to take them to court. DO NOT USE THEM
- Location
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- Location
- Newcastle Upon Tyne
- Reviewing
- Origin
- Date
- 2019-04-17
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-02-07
- Comments
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Terrible service!
I joined Origin Broadband because there were good reviews above the average.
It took them 24 day to connect us during which I had to stay at home 2 times assist Origin Engineers. This is not acceptable service.
The speed is below the average and extremely unreliable. The router doesn't work anywhere but the room it sits in so if you want to have internet in your kitchen won't work.
The worse yet is the router restarts every now and then which require full reconfiguration which is about 25min every time you switch off the router or there is electricity cut or the router restart's itself.
I am seriously thinking of loosing the money until the rest of my contract and going to a different provider.
- Location
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- Location
- Teesside
- Reviewing
- Origin
- Date
- 2018-03-22
- Comments
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Have been with origin coming up for a year in June ,it's been an interesting time ,first 3 days great speeds ,Thursday signal lost rang origin eventually sorted ,but couple of days later no signal ,emails sent no response ,eventually I wrote a letter to origin ,and got a reply from CEO no less promising me that it had priority and his top man was on it.it did get sorted ,but it's back to its old tricks 0.17 mbs wow ring up it's your exchange blah blah ,I am thinking of looking elsewhere but I read reviews of other isp and I am amazed at some of the reviews how do these companies get away with can only be described as shoddy ,I understand people out in the countryside have in signal drop out but I live in an urban area so what's the reasons ISP providers blame BT who in turn blame the ISP so that's my review of ORIGIN tatty bye
- Location
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- Location
- Norfolk
- Reviewing
- Origin
- Date
- 2017-09-21
- Comments
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READ AND BELIEVE EVERYONE.
I signed up and got charged. Not heard a word since (5 weeks) and no contract showing rights. Kept chasing (didn't have the long wait on hold I must admit) and kept getting told its an open reach planning problem. I pushed for info on this and have been told 3 times that they have contacted open reach and should get a reply in 48 hours - I never hear so after 72 hours I call again to be told the same.
The property is a conversion with 8 flats - the other 7 all have phone lines and broadband - plus I just called SKY and they instantly offered an install in 8 days time with . . . open reach!
Based on my experience and the reviews on here I have just requested a refund - I wait with baited breath as I paid £300 up front for a 2 year broadband deal - disgusting they have had this money for 6 weeks with no contact or effort to resolve. Couple this with the reports about speed and I jumped ship.
I suggest you don't get on board!!
- Location
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- Location
- Telford
- Reviewing
- Origin
- Date
- 2017-09-26
- Comments
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Really unimpressed. Internet drops out regularly.
Customer services normally have a 40min queue
Expensive if you want to use anything but copper cable.
Stay away from these people if you can
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-07-05
- Comments
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Frequent ADSL line disconnections followed by inability to reconnect. DSL connecting at only 14 megabits when Talktalk was managing 17 megabits. Even so, downloads rarely max out at 14 megabits, usually are around 12 with a big lag from clicking to download something and actually commencing. Annoying for browsing web pages as there's always a slight delay. Their network is rather under specced for the number of customers, I would imagine. Counting the days til I'm released from this contract.
- Location
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- Location
- Chesterfield
- Reviewing
- Origin
- Date
- 2017-03-29
- Comments
-
I'll start by saying I've had worse internet. This was however back in 1998 when I had dial up.
Since starting with Origin on the 10th of February I've had nothing but problems, my connection cutting out, speed plummeting to 0.03mbs download etc. Trying to get in contact with customer services or Technical support is next to impossible and they do not live up to promises of call backs.
I'm giving them the required 8 weeks to resolve my issues and then I will be leaving and telling everyone I know to steer clear of this company. AVOID.
- Location
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- Location
- York
- Reviewing
- Origin
- Date
- 2018-10-22
- Comments
-
I was with Plusnet but they had put the price up again, I suppose it was a BT thing as they are owned by BT so I was looking for a cheaper provider, this is when I came across Origin at £24.99 a month for their Max service. As I was getting 52Mbps from PN and the only thing changing was my payments I decided to take the plunge. The price seemed too good to be true and so it seems I should be getting over 50Mbps as I was with the other 2 providers.
My moving date was the 4th October and so it went OK they kept to their schedule, I got a text to say I could connect so did. I did a speed test to see how my speed was and got a shock 37.2Mbps I should be around the 50 mark I thought nothing of it it might be their start speed and they up the speed until the line drops constantly then lower it down a bit but I was using their excuse for a modem router the DSL-N16 so just after the 10 day period for allowing the speed to settle I get a new modem router an ASUS AC3100 I cannot get it to connect so it goes back after two weeks of trying. A few days later I get a Netgear AC1900 modem router after 2 days of fiddling I get it connected so box up their N16 freebie.
I do another speed test and it's only 37.26Mbps 0.06 faster than the piece of junk they provided.
I had to contact them online to get the router as all the others I had were for the providers I had previously left and I couldn't get the providers logins out of the windows. I tried but never could get the old provider out of the window. I do believe they are capping my service though as I am paying £24.99 for their MAX service and just after they took the money, when I signed up, they increased the fee to £28 in a matter of a day.
Also I think they capped my service because I can get over 50Mbps with my previous two providers but only a maximum of 37.26Mbps with Origin.
I even bought a better modem router to try and get a better speed but it didn't work, what I will say is if you want their max service don't expect to get it with their free DSL-N16 router it's worse than 5H1T.
There is another problem as well, I never saw any increase in the price been advertised after the first 18 months I've been with them nearly 3 weeks and today is the first I see of any increase after 18 months to £37.48 or is it .98? But as the minimum contract is 18 months then by month 19 I will be gone. If they can cut between 9Mbps and 16Mbps from my speed then I will at best see out the minimum term then go quicker than horse 5H1T off a wet stick.
Will I be gone in 18 months you bet I will. If I ever find out who the company CEO is he's going to get a mouthful and then some. Cap my service just because I might have been one of the last to sign up before the price increase from £24.99 to £28 and that to me is a breach of contract because I am not getting the speed I paid for, even if its stable it not what I am paying for.
- Location
-
- Location
- Exeter
- Reviewing
- Origin
- Date
- 2023-07-24
- Comments
-
Despite occasionally providing internet access, this company is a total shambles.
Brought into their power without consent, I lament the random payments I have had removed from my bank over the last two months.
I cancelled my contract with SSE, as I was moving home, and have now had to research on my own who origin broadband actually is. I’ve never spoken to them, being cut off twice after being on hold for over an hour.
It is shameful that this kind of service can survive. I have no doubt that there are thousands, if not millions, just like me who have randomly lost hundreds of pounds to this company we’ve never heard of.
- Location
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- Location
- Wales
- Reviewing
- Origin
- Date
- 2017-06-07
- Comments
-
Awful, internet speed isn't there, constantly getting disconnected I wish I never switched from BR this is shocking.
- Location
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- Location
- ruislip
- Reviewing
- Origin
- Date
- 2017-02-02
- Comments
-
Rubbish. Been with them for 2 days. Internet keeps dropping out, tech support non existent customer service just fob you off. Took them 31 days to connect me. Wish I never went with them. Choose someone else
- Location
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- Location
- Bedford
- Reviewing
- Origin
- Date
- 2017-09-13
- Comments
-
I have sign a contract for 12 months 17.99, first bill arrived £38.75. Tried to resolve an issue, but customer support team said bill is right and no explanation! It was my biggest mistake to sign a contract with 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.