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Recent customer ratings for Onestream
Based on 129506 customer ratings since October 2023December 2018 ()
Satisfaction
2.66 stars
1.55 stars
Customer Service
2.82 stars
1.6 stars
Speed
2.85 stars
1.98 stars
Reliability
2.9 stars
1.87 stars
- Read our Onestream buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Onestream
544 Customer Reviews over pages
Reviewer
Oliviyah
Location
Brighton
Date
21/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Mike
Location
Lincolnshire
Date
20/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague!
After a year with Onestream, all I can say, is avoid them for various reasons:
1) No contract was ever sent, just a contract summary via email, so there was no record of the contract end date anywhere
2) There are various spammy subscriptions added automatically (antivirus, etc.) which you have to cancel, but would be easy to miss
3) There have been long periods with slow speeds and seemingly no attempt to resolve. Two of the issues over the last twelve months were resolved by requesting an OpenReach engineer visit, but on one of the occasions Onestream tried to charge me an additional £120 despite the service having been well below the minimum guaranteed speed for nearly a month.
4) In the contract summary it states that the price might increase by an amount equal to the RPI increase. My price increased by more than double this amount, and at the same time new customers were being offered a deal 10% cheaper than the price I signed up for.
5) I tried to cancel today (39 days before the contract ends) using their live chat, requesting that the service terminates at the end of the contract, only to be told that I need to phone 30 days before the end of the contract. I phoned and was disconnected twice, eventually got through to an agent who said I needed to call 30 days before, I queried what would happen if I called a day or two late and was told I would then have to pay these at the full rate at the end of the contract.
After pushing, the agent finally agreed to mark the account for termination at the end of the contract(so it clearly is possible!) but I don't trust them as a company, will be cancelling the direct debit and monitoring the situation.
There's an interesting review on Reddit(search for "Avoid onestream broadband: a 12 month review") from someone who had similar experiences and there are many comments citing similar issues.
Take away point: Avoid this company like the plague, don't be enticed by their seemingly low price and go for a trustworthy company that is transparent with pricing.
Reviewer
Danis Wu
Location
2 Farrant Close
Date
19/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
BAD SERVICE. WILL SCAM YOU. DOES NOT CARE.
I joined OneStream on 19/07/2024. At the time I was looking for just some WiFi for my tenant starting within a week's time. OneStream promised me this, however, due to engineering issues, they could not get me internet until a whole month later. I cancelled my services with OneStream. However, they refused to refund me the McAfee MultiAccess because they 'were an external company'. I had no idea that they had even charged this in the first place because they had put it as one of their hidden fees.
At the time, I tried disputing via phone but OneStreams customer service took ages to pickup and they refused to respond to my emails. Even after picking up, their customer service was extremely hostile and dismissive.
With no other methods but to let them have the money, I merely cancelled my McAfee MultiAccess with them and went about my life, UNTIL on the 16/08/2024, a whole YEAR after being with OneStream, they charge me AGAIN for McAfee MultiAccess, the total coming up to be more than £100! While they have offered exactly ZERO services to me.
Even when demanding a refund from OneStream, they are slow to respond and again being dismissive, just as they were a year ago.
Do not get broadband with OneStream. They will scam you with hidden fees and also give you horrible service, delaying installation time by 1 to 2 months if they feel like it. Reaching out to their customer service is a horrible service, no matter how you do it.
Reviewer
Lars
Location
Flintshire
Date
17/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
An awful company, I've never dealt with such a dishonest broadband provider.
Hidden charges (including a monthly fee for your router, a software subsection you cannot opt out of during sign up, and even a monthly charge to avoid further charges in case an engineer needs to come out), also the price is "discounted" by a silly amount, but the inflation based increase is calculated on the "undiscounted" price, meaning crazy price rises. The exit fee is extortionate - really hundreds of pounds - but One stream sneakily call it a "joining fee" that they claim to have "waived" and that becomes payable when leaving early. None of those are industry practice, they are all snuck in in a misleading and underhand way. What is in essence an exit fee falls foul if the law, it just looks as if no one has taken these scammers to court over it. Oh, in addition to those unusual and surprising charges, they also charge monthly rent for a crappy router and will not tell you that you have to return the router to their lair at your own cost at the end of your contract, or you will also be charged.
Customer service cannot be reached outside office hours.
Connection was stable but super slow. I'm now with Fibrely's cheapest tariff - a budget reseller of a budget ISP - and their Internet is noticeably faster, and the router also reaches further into the garden.
Avoid One stream at all costs! If you do make the mistake of signing up with them, make sure you know during which period they allow you to leave the contract as they won't send you any reminders and won't accept cancellations sent "too early".
Reviewer
Kenny
Location
Manchester
Date
12/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company to deal with.
If you are going to be a small company to try take on the bigger networks please provide a better service.
They scam people by hiding fees into everything.
Reviewer
Jude
Location
Edinburgh UK
Date
11/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Onestream wifi may look £5 cheaper on the face of it, but this does not include:
- stealth charges
- price rises DURING your contract
- the fact that they will automatically replace your contract with a worse one without notifying you after your contract expires.
And worst of all is that, two months after I cancelled my contract, only now have they notified me that I should have sent the router back to them. They are charging me £125 for this ‘transgression’. I don’t live in that house, nor that city, anymore and so have no way of returning it to them.
The broadband wasn’t even very good! Poor download speeds and it frequently cut out.
Reviewer
Steve N-L
Location
Maryport
Date
15/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Technical call with Jai - very professional and efficient.
Reviewer
Matt F
Location
Batley
Date
15/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
They are sly, basically they will scam you wherever they can. I was robbed of 30 quid when I joined for some software contract hidden deep in all the blurb. They knew full well I wasn't aware of it. I eventually got a refund.
When I moved away from them after 18 months of intermittent service, they did it again, scammed me out of another 30 quid. No email, no mention on the phone when I spoke about leaving, but I was supposed to be psychic and know to send back the router to some address I guess they expected me to pluck from thin air, within 14 days. As I was clearly unaware of this, and they knew it, they managed to scam another 30 quid out of me.
Scam artists, thieves, God help any customer's of theirs who are vulnerable they will rip them off left right and centre. I have my wits about me and they still manage to scam me out of 60 quid.
They should be investigated, immoral bunch of criminals. AVOID
Reviewer
Donald gow
Location
Inverclyde
Date
13/07/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Alex was very clear and helpful not like past contacts.
Reviewer
NA
Location
NA
Date
12/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Jai was excellent in helping me with my concerns in a prompt and professional manner. I am very grateful.
Reviewer
Charlotte
Location
Worcestershire
Date
11/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was great!
Reviewer
Rob
Location
Bedford
Date
11/07/2024
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service has so far been really good, I spoke to Jai, however the speeds for the internet has been atrocious. Promising a minimum of 60mbps and only getting 2mbps average. They are going to try and fix it with Openreach however if they can't I will be going elsewhere.
Reviewer
Katerina Rynesova
Location
Huddersfield
Date
10/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Brilliant customer service, explained anything I needed to know and sorted my issues fast and efficiently.
Reviewer
Jamie
Location
116 Holland House Road
Date
08/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I had a great chat with Alex and he really helped me with exactly what I needed. He was patient and listened to what I was after and promptly solved it. Overall broadband service is good too.
Reviewer
Michael
Location
Huntingdon
Date
05/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Extra items added I didn't ask for added to bill. Then went up to over £60 pm. Then they make it difficult to leave. The worst broadband provider. Avoid.
Reviewer
Jonny
Location
Kendal
Date
05/07/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Comments:
A superb conversation with Alex.
Reviewer
Shah
Location
BARKING
Date
03/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely Disappointing and Shocking
I recently had a very frustrating and disheartening experience. On 17 June 2024, I contacted them to move my internet service to my new home, starting from 29 June 2024. I was informed that they do not provide services in this area and was advised to switch to a SIM contract, which could be returned within 14 days if there were any issues.
We moved on 29 June 2024, and when I turned on the internet, it had extremely limited network coverage and could only be used in one room with poor video streaming quality. I immediately tried to contact customer service but found out that their support only operates Monday to Friday.
As an NHS worker, I called on Monday, 1 July 2024, during my lunch break to report the issue and request a return. Despite waiting for a long time, my call was unsuccessful. I contacted customer services again on 2 July 2024, and the representative told me that I could not return the product/service as the 14-day return period had supposedly expired. This response was extremely disappointing and shocking, given that I moved in on 29 June and immediately identified the issue.
I believe I have been treated unfairly and misled. The contract was initially set up at my old home, and I was not properly informed about the implications of moving. The service provided does not meet acceptable standards of quality, and I was misled about the return period.
I urge potential customers to be cautious when dealing with them, as my experience has been nothing short of a nightmare. I am now left with an inadequate service and the threat of early termination fees despite their failure to provide a functional product.
Reviewer
Sian
Location
Glasgow
Date
01/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Charged us £199 for a ‘missed appointment with an engineer’ which they gave us less then 24 hour notice for
Reviewer
Priya
Location
Manchester
Date
01/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
ALEX was very kind to resolve my billing issue .thank you for the good service .
Reviewer
Roberta
Location
Essex
Date
01/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was really helpful after having had no wi fi for weeks. Thank you
Reviewer
James Low
Location
Boscatle
Date
27/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Alex handled my enquiry very efficiently.
I am very happy with the price match and service provided.
Reviewer
Leticia
Location
London
Date
26/06/2024
Comments:
They seem to have time to write fake reviews, but to reply to complaints and fixed their issues no, low speed, bad internet connection, they will charge you for everything, stay away from them!
Reviewer
Habiba A
Location
Caterham
Date
24/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex B was very helpful in answering my query.
Reviewer
MJRW
Location
North UK
Date
21/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was great, answered my question and sent me all the info I needed!
Reviewer
Clive
Location
Timperley
Date
19/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
The issue I had with internet dropout was remedied after contacting Onestream. The response time was exemplary by Alex B. He took time and consideration over my problem and dealt with it professionally and in a friendly manner.
Reviewer
Jane
Location
Scotland
Date
19/06/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very helpful customer service assistant today- Alex. Dealt with query v efficiently.
Reviewer
dean mitchell
Location
wakefield
Date
17/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
would give 0 star, signed up for new fibre ( been a customer for one year ), left for 9 days with no internet did not work from installation, numerous contacts by chat, phone and e mail resulted in no urgency to resolve they kept blaming open reach( who i could not contact) i needed internet connectivity so forced to pay for added mobile data ( needed for autistic child therapy)which cost £10 per day total cost £90), eventually connected but not before i called again only to be advised fault had been rectified two days earlier and it was now just a config error which was reset over the phone ( which could have saved me £20) but no one had the decency to contact me to advise and get me connected, complained in calls/chat ( never returned) in e mails etc just got std reply we will update in 24 hrs , called today for a resolution , eventually got to complaints after reading their complaints procedure to them to be offered £ 17.50!! as due to there terms and condition that all i was entitled to ,with them doing lots of referring to terms and conditions later and excuses inferring it was my fault i was not connected earlier i was eventually offered £35 if i took the extra care package for 24 months at £5 per month or one one free month!!( £27.50) despite advising i was prepared to go to the ombudsman again countered with terms and conditions , i had to reluctantly accepted the one one were the senior complaints manager promptly put the phone down on me! if it goes well good, but don't expect their after service to be any good if it goes wrong
Reviewer
carol
Location
PERTH
Date
15/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible broadband service. staff polite and helpful but after 4 agents were unable to offer any solution to my poor internet download speeds of 13 not 38. intermittent internet. total rubbish and waste of time and money
Reviewer
Mike
Location
Leeds
Date
15/06/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I want to mention the excellent professionalism of Alex at the contact centre. He dealt with my enquiry very efficiently. Five star rating for Alex! Had some billing issues in the past which were not handled so efficiently... This had nothing to do with Alex.
Reviewer
SiLi
Location
UK
Date
13/06/2024
Ratings
Satisfaction
1.00 stars
Comments:
Stay well clear. Trying to screw me for 627 quid after providing poor service and I cancelled. Too good to be true and not worth the few quid savings. Underhand and how they sleep at night I don’t know.
Reviewer
Terri
Location
Wales
Date
11/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't say if I spoke to Alex, seems slightly suspicious that all the good reviews on here are for customers who spoke to Alex!
I have had nothing but connection issues since joining, customer service is terrible, the prices have been hiked massively, how they haven't been done for miss selling I don't know. They now expect me to pay them even more to upgrade the router or £400 to get out of contract and go to a provider who actually works! Huge mistake signing up to Onestream!!
Reviewer
Praveen
Location
London
Date
11/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Like many people, I lead a busy life and had forgotten my renewal date. When I logged in, I discovered that my payments had doubled after the first year. Since I pay by direct debit, I hadn't noticed the price increase. They lure you in with an attractive initial price, but I never received any communication from them about the end of the first-year contract or the price doubling. Had I known, I would have looked for a better deal. This is a warning to be very careful: they entice you with a deal and don't inform you when the one-year period is about to end. They might claim this is standard practice, but that doesn't make it right. Poor customer service.
Reviewer
Brucebagley
Location
Anglesey
Date
09/06/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
My service disconnected. Tried contacting them.iwas not informed that my service was being stopped.this was months ago.i went to another broadband provider. Now I get an email saying I owe over£400.this is for a service I could not use.
Reviewer
Jaz
Location
Sheffield
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been a customer at onestream for a year and it is the worst experience I have ever had with a broadband or phone company. The original price was agreed at around £24, but I never actually paid that price. They added extra services on that I ended up getting charged for and really didn’t need. I eventually ended up getting charged around £29, but couldn’t be bothered to ring up and dispute a few pounds. A year later when I have gone to end the service (which now sat at £33) they wouldn’t let me leave. The first phone call was very pushy, borderline harassment and went on for around 45 minutes trying to sign me up at £26. I said I could get it from shell for £19.99 and he started making up lies about shells service ect. I said no and I’d like my contact to end, a week later the same happened, another guy trying to harass me into signing up. A month passed and I assumed they had cancelled it, when I was sent a £110 bill even though I had paid up and had nothing left to pay. After arguing this and making a complaint they apologised and said they had not processed the cancellation. I was then sent the emails I should of received a month ago about what to do next. It said that I had 2 weeks to return the router, including paying for my own postage. A week has passed and they have tried to take £30 3 times today out of my bank, even though it’s not been 2 weeks to return the router. The most worrying part is I’ve cancelled my direct debit so how can they still access my bank.
Reviewer
EML
Location
Norfolk
Date
07/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
A bunch of shysters. They took over the business line for my company when Plusnet stopped doing business accounts; I discussed this with them, and they knew exactly what they were doing. *After* installation, they refused to supply VAT invoices to the business, and insist on invoicing me personally. They also attempted to charge me for McAfee, despite the fact that (a) it's useless, (b) I never asked for it, and (c) I never used it. They also managed to convert an 18-month contract to 2 years without me noticing; very clever. And they're slower than Plusnet was. And their prices have just gone up 8.8%. Don't touch them with a bargepole.
Reviewer
Alex B
Location
Fife, Scotland
Date
06/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I terminated my internet service in anticipation of the arrival of fibre connectivity in my area. I settled a substantial fee via card, under the impression that this would conclude all matters related to my account.
Fast forward two months, I found myself being hounded for a direct debit payment of £60. This was perplexing, as I distinctly remembered being informed over the phone that my account would be closed following my hefty payment exceeding £200. Evidently, this was not the case, as they had failed to charge me the correct amount. Their audacity to request the outstanding amount two months post my departure was a clear demonstration of their incompetence.
I initiated a webchat to express my dissatisfaction, primarily due to my confusion regarding the origin of this £60 payment. It was explained that this amount represented the difference between the card payment (which I was led to believe was the full and final settlement) and the actual bill. The fact that a £60 bill was generated for a £24 per month internet service clearly indicated their error.
When I requested to lodge a complaint, they inquired about my preferred resolution. I suggested waiving the £60 payment, attributing it to their error during the card payment process. However, I was informed that this was not possible and was asked to propose an alternative resolution to open a complaint. Subsequently, the chat was abruptly closed (not by me).
Reluctantly, I settled the amount via their web portal, given their inflexibility. This experience of poor communication and incompetence has convinced me to avoid any future dealings with this company.
Reviewer
Julie perry
Location
Hertfordshire
Date
03/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
Been looking to change from sky and this seemed a good deal but when I clicked on the router was extra!! I decided to not bother. They called me today to ask why I hadn't finished and I said the site is very misleading and it didn't say the router would be something extra I would have to pay for every month. She offered me £21.45 all in for 2 years. I thought sounded good so went ahead, they ask for £4.95 activation and I didn't see this as an issue as you do have to pay upfront in some providers. Gave the long card no and I received the text from my bank with the OTP and it advised NOT to give this out over the phone, I had a gut instinct and said no I'm sorry I won't be continuing, the lady on the phone tried everything for me to give the number and said it's safe bla bla bla. I said no sorry not comfortable and I will ring my bank, she wasn't very happy. I called my bank and they state I was absolutely right in not giving the OTP over the phone and they SHOULD NOT be asking for it, apparently if done on website it's ok but over the phone NO. So glad I trusted my gut, will block number so they can't call me again. I see lots of others have had issues with charges they were not advised off.
Reviewer
Sjt
Location
Weston-super-Mare
Date
02/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking broadband. Whatever you do. Don't get their broadband!
Reviewer
James
Location
South Wales
Date
30/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had high hopes as these lot were the only providers in my area but since the service started I’ve had nothing but drop outs and slow speeds (My connection has never met my minimum guaranteed speeds). I also pay for a separate 5G connection which is much better.
I had called to complain about poor speeds and was told an engineer would be out to visit but could not give me a date or time, weeks later I had an engineer at my door when I was 500 miles away, they gave me no notice whatsoever and was informed I was emailed 24 hours before the visit but never received any comms from them whatsoever. They told me they know I didn’t respond but sent an engineer on the off-chance.
I’ve now been hit with a £199 charge for not being home for the visit.
I myself work for a broadband company and we would never dream of turning up unannounced and charging somebody when they’re not home.
I will be pushing this to the telecommunications ombudsman.
Save your pennies
Reviewer
James
Location
South Yorkshire
Date
28/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Broadband issue solved very quickly. Thank you Tom.
Reviewer
Heidi Marchant
Location
London
Date
27/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Was having problems but customer service advisor Alex B was great
Reviewer
Daisy
Location
Bury St Edmunds
Date
27/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Called up to cancel the service after the introductory offer had ended. Alex was able to beat a very competitive quote from another company. Very friendly and efficient
Reviewer
Rob
Location
Essex
Date
27/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex was extremely helpful online. Sorted the enquiry quickly and effectively.
Reviewer
Charlotte
Location
Swindon
Date
25/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My broadband was due to go live yesterday but it still wasn’t working this morning I called up and the phone was answered quickly, I spoke to Alex who was lovely and understanding and also patient with me as I had bad mobile phone signal too, he figured out I had the wrong wire plugged in! I changed them over and the internet is working fine now, very happy, thank you
Reviewer
Sarah
Location
London
Date
25/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Dreadful do not use! Customer service is non existent. Online account is dreadful and confusing. I keep getting penalty charges as my direct debit does not seem to work. This has never been a problem anywhere else before. Now stuck in a contract…DO NOT USE
Reviewer
Jane
Location
Dunblane
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex B was a great help today and had my internet up and running in no time at all. Thanks a lot Alex you were a great help and very patient.
Reviewer
Graham
Location
Ulverston
Date
24/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The new line is out of this world and the service I received when making an enquiry regarding the new service was brilliant.
Thanks Alex.
Reviewer
Dawn Cooper
Location
Somerset
Date
22/05/2024
Ratings
Satisfaction
5.00 stars
Comments:
Alex was very helpful & friendly while
helping me renew my contract.
He took his time to clearly explain the details regarding my contract.
Very happy with the customer service provided.
Reviewer
Alan
Location
Lincolnshire
Date
22/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Constantly get missed calls from them, when I try to answer they hang up. When I tried to contact them on website it says I'm blocked?
Reviewer
Michael Sargeant
Location
Ceridigion
Date
21/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very helpful, talked me through obtaining internet connection, very pleased
Reviewer
Harry
Location
Date
21/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex from customer service was great
Reviewer
Wulliemac
Location
Glasgow
Date
21/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Stay away from this company as they go into your account and overcharge you believe me stay away from this company
Reviewer
Paul
Location
Norfolk
Date
20/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex was very keen to help and resolve the problems i have experienced with internet signal strength being poor and regular drop outs. He explained a better service that i could get for a small monthly price increase
Reviewer
Carlo
Location
Bristol
Date
20/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Rubbish service. Just after the order they said it will take 18 days to activate the line. And yet it's not activated yet because they failed to take over the line from BT. Spoken to customer service and after wasting one hour to the phone I guessed the problem was at their end. I asked to speak to the manager and she admitted that was the case. They didn't have the line ready but they hadn't told me before hand.
Stay away from this company.
Reviewer
Mr Smith
Location
South West
Date
18/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful company using underhand tactics to trick customers into paying more than they advertised. Customer services are appallingly rude.
This company will not last simply down to how they treat customers.
Reviewer
Steven Naylor
Location
Uk
Date
17/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After 2 days of no Internet spoke to Alex who got me up and running g with no problems so thankyou to him
Reviewer
Lisa McDowell
Location
Markethill
Date
17/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Thank you for help .
Reviewer
Ivilin
Location
Abbey Wood
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I had concerns regarding my bills. Alex.B answered all of my questions with understanding and the case was solved quickly.
Reviewer
Owen Peckham
Location
Bristol
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was very helpful, enabling me to get the duration of contract I wanted at a reasonable price.
Reviewer
Chris
Location
Chester
Date
16/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My call was answered very promptly and Alex handled my query with ease. Everything was sorted within a couple of minutes. Customer service is so important and you've got it bang on.
Reviewer
Sam
Location
Lincolnshire
Date
15/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I got a good deal from Alex B. Good service, he was very helpful.
Reviewer
David K
Location
Cirencester
Date
15/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex B was a great help in making my new contract clear and easy to set up and also found me a great deal, Top man.
Reviewer
matt beer
Location
harrogate
Date
14/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Alex was very helpful but my broadband speed remains well below what it should be
Reviewer
Josephine butler
Location
Hayling island
Date
14/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex provided a quick and easy for me to respond service today regarding a technical issue. Thank you
Reviewer
Yassin
Location
London
Date
09/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex B was amazing. Answered all my questions even the dumb ones Re: router. His patience and professionalism was greatly appreciated in time of high stress. Thanks Alex
Reviewer
Natalie
Location
Date
09/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Excellent service. Both Alex and Archie who I spoke with both listened tome and provided excellent customer service. This resulted in me renewing another 2 year contract.
Reviewer
Safran
Location
Devon
Date
08/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My contract was up for renewal and was more than I wanted to pay and a longer contract. I phoned and spoke to Alan (I have also had connectivity issues for a few weeks intermittently). Allen checked the issues and said it looked like they had been resolved on 05/05/24 (I had seen engineers working) and also offered me discounted price for new 12 month contract. I pointed out that new subscribers were being offered the same package but cheaper so he transferred me to accounts department. I then spoke to another very helpful service agent called Alex, he brought up my account and matched the new customer price for me. Very helpful customer service and (apart from a few weeks) I have had exceptional broadband service
Reviewer
John
Location
Aberdeen
Date
08/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was a great help walked me through process to get my WiFi up and running again came back on first time
Reviewer
Paul
Location
Weybridge
Date
07/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Alex B. sorted my renewal today, quick and hassle-free, at a good price. Good customer service from my experience.
Reviewer
Sylvia
Location
London
Date
04/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Alex was very helpful in resolving the overcharging issues of my internet bill. Thank you.
Reviewer
Peter
Location
Glasgow
Date
04/05/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was friendly, speedy and efficient. 5 stars for customer service! The only downside was the 30 minute waiting time and I had to phone twice because the line would cut off.
Reviewer
David Lees
Location
Otley
Date
04/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Charged £59 randomly. Was told it was a subscription for something I never asked for or have heard of. Despite being less than 14 days ago they refused a refund as required under the consumer contracts act.
Reviewer
Elisabeta
Location
Liverpool
Date
02/05/2024
Ratings
Satisfaction
3.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Good job Alex
Reviewer
Kyle
Location
Cardiff
Date
01/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Appears cheap but hit you with lots of hidden costs... Monthly price went up 4% over inflation during the year contract, £250 'cancellation fee', AND it signs you up to McAfee malware free trial which automatically charges you for a yearly subscription when it expires!
AVOID AT ALL COSTS!!!
Reviewer
Todd
Location
Leighton Buzzard
Date
01/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent customer service from Alex today! Very friendly, knowledgeable and helpful. Handled my query with the highest professionalism. It’s service like this that keeps me a Onestream customer.
Reviewer
Paul Walker
Location
Birmingham
Date
29/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
When filling in their form to sign up for broadband I did spot (unlike other reviewers) that 'Assured Service' and McAfee would be provided free for a month and then charged for and this was not in small print. It was obvious.
However, needing to opt out after your contract begins, rather than being invited to opt in beforehand, clearly is a technique to rake in money from these products. It's transparent, but it left a bad taste, so I didn't proceed. They didn't get my custom at all.
Reviewer
Rhona
Location
Coventry
Date
27/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Alex was very helpful and experienced Just a shame he couldnt provide me with a social tariff
Reviewer
Johny
Location
London
Date
24/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was extremely helpful, answering all of my questions and working hard to find the best deal for me.
Reviewer
Rahul Thakur
Location
Slough
Date
24/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Low speed on internet, charge you for something you never asked for McAfee and very rude customer service agents.
Reviewer
Ethan
Location
Longcross
Date
23/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Great speaking with alex who helped me with my questions regarding billing and broadband. I have 2 addresses under onestream and must say that I've found it's not the most reliable broadband but it's good for the price.
Reviewer
Sarah
Location
Sussex
Date
23/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Im upgrading to the 115 fibre package in the hope it works better as my service is intermittent with calls dropping and buffering. I was leaving one stream by Alex B did everything to keep me, so I’ve cancelled sky now. The one stream CS were much better than Sky to talk to!
Reviewer
Jean Mackay
Location
Kildary
Date
17/04/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Just watch out for the extra charges. I had seen them last year and cancelled this online. My online account show Onestream Assured service and this is cancelled and then there is another Onestream Assured service but this one active. So, they are still billing me for this service.
Reviewer
Jo
Location
Henfield
Date
16/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Had issues with my own router. Alex helped out. Was efficient and knowledgable.
Reviewer
Kirsty Pierce
Location
Helensburgh
Date
15/04/2024
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I was very happy with Alex B from customer service today. Onestream had made some errors with my account, which I only discovered because of a communication from a third-party vendor. These were pretty bad mistakes in my opinion but I was put in a much better mood by Alex's excellent customer service. He acknowledged the issues, discovered the causes of the problem and negotiated me a better deal going forward and a partial discount as a sign of good faith. He was courteous, polite, professional and sympathetic and gave me just about as much as I needed to feel satisfied with the outcome of the call despite the fact I now knew Onestream had failed me in the past. Essentially, I think Alex B was the perfect example of what a customer service representative should be. I don't review customer services often and many of them are awful but since this was an exceptionally good case I wanted to leave a review.
Reviewer
Mark Lancashire
Location
Uk
Date
13/04/2024
Ratings
Satisfaction
5.00 stars
Comments:
Spoke with Alex, problem was delt with quickly and professionally.
Reviewer
Sue M
Location
West sussex
Date
12/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Alex was really helpful and pleasant to chat to, we also worked put a solution to a problem I had with broadband, overall I'm very happy
Reviewer
David Barber
Location
Norwich
Date
10/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had really good service from sign-up to speeds and customer service.
Would highly recommend!
Reviewer
Paul
Location
Berkshire
Date
09/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They decided to auto sign me up to mcafee for £80 a year! Thieving scumbags. No souls.
Reviewer
J Lancaster
Location
English
Date
09/04/2024
Ratings
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Checked my bills and I have been paying extra for an "Assured Service" each month.
I was not made aware of this and I'm now a year into my contract. What a waste of money.
When I started my contract I was automatically enrolled to a McAfee service which I did not agree too and had hassle cancelling that.
The router is extremely low quality. Avoid like the plague. Go with a proper company.
Reviewer
SB
Location
Poole
Date
08/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Oh dear, I wish I had read these reviews before signing up to a contract with OneStream!
With buyer's remorse, I now realise I was taken in by a competitive headline price, and I'm paying over the odds for a bunch of extras that usually come as standard.
On top of that they offered a free 1 month trial of McAfee, that I didn't activate as I didn't want it. The next thing I knew, I was charged £34.95 for it. No mention of it under my account billing details.
I contacted customer support. They said that it was clearly part of my contract and that I needed to cancel the free trial at the end of the month—even though I had never accepted or activated it.
The customer support agent sent a link to my account from which I was contacting them and abruptly ended the conversation!
However, they did follow up with an email saying they would refund the amount.
Anyway from that experience and reading the reviews I wouldn't recommend them. The broadband speeds are well off their advertised minimums and I'm reluctant to start fighting that battle although I'm sure I'll have to. Reliability has been OK to date.
My recommendation is to stick with a more reputable supplier unless Onestream seriously changes its ways!
Reviewer
Tito Vaidyan
Location
Watford
Date
06/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am utterly disappointed with the services provided by ONESTREAM. Despite my contract with them expiring, they have continued to charge my account, and to my disbelief, they are even adding penalty fees on top of that.
Let me break down this appalling experience. First and foremost, my contract with ONESTREAM was supposed to end on 17-03-2024. As per our agreement, I expected no further charges beyond this date. However, to my dismay, I noticed unauthorized charges on my bank statement well after the contract termination.
When I reached out to their customer service, expecting a quick resolution, I was met with sheer incompetence. The representative I spoke with was unhelpful and seemed completely oblivious to the terms of my contract. They claimed that my account was still active and justified the continued billing. Moreover, they had the audacity to inform me about additional penalty charges for late payment, despite me having no knowledge of any outstanding dues.
Not only is this level of overcharging and mismanagement unacceptable, but the customer service experience was abysmal. It's evident that ONESTREAM lacks transparency and integrity in their billing practices. This ordeal has left a sour taste in my mouth, and I am actively warning others to steer clear of this dishonest provider.
In summary, avoid ONESTREAM at all costs. They have demonstrated a blatant disregard for customer satisfaction and ethical business conduct. I am now in the process of disputing these unjust charges and will be exploring alternative service providers who value honesty and accountability.
Save yourself the frustration and financial headache—look elsewhere for your service needs. ONESTREAM is an epitome of everything that is wrong with corporate greed and customer exploitation.
Reviewer
Allen Evans
Location
Redditch
Date
02/04/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Two months in, I had one technical issue which got resolved quickly and efficiently by the customer service team and aside from that, my connection hasn't missed a heartbeat. Plus, it's more often than not running quicker than advertised. The broadband is provided by Vodafone via the Openreach network so really no reason to expect reliability issues as others seem to have.
Reviewer
Marcin
Location
London
Date
01/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
That provider is a scum. Slow transfer, high ping, very low level of customer service. They do anything to charge you an extra fee. Be aware and do not make mistakes as I did.
Reviewer
Drw
Location
Scottish Borders
Date
29/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
They are crooks charging you for services you don't want.that was a fight to get my money back off them only when I left a review on trustpilot they acted there speed is crap to when am watching something then if I put my Internet on in my phone it buffers had 2 stay another year coz they never sent me notifications when my contract was ending.now there charging me in March for the price increase in April.coz there bull**** says they invoice ne in a month in advance.so when I looked at my contract there now saying I rejoined on 31st of October another lie just to get me to pay more I had to rejoin on 14th October.this company is crooks and there filling up trustpilot with fake reviews about thereselfs how great they are when I looked they were 1.8 on scores a month later they went to 4 stars rubbish.and all they shining reviews about them and glowing references about there staff actually naming them.save yourself grief coz I promise u it will b if you join them.nevef ever encountered a company like them there after ur money hook or by crook the latter word being the right 1.slow speedslying agents and buffering like he'll AVOID
Reviewer
Stella Beavis
Location
Eltham
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Renewed at old price online in January but charged new price in February.. rang them to confirm that I had renewed at old price they agreed and said the March payment would reflect the refund that was due because they’d taken too much from my bank. Now the March payment has been taken and it’s even more than they took last month.... in all I’ve been overcharged by £33 in just two months... now it’s Easter weekend and I can’t get in touch with them and I can’t afford to put petrol in my car... I’m 71 and I could do without all this worry. I wish I’d seen all the bad reviews they’ve got before I signed up with them ☹️
Reviewer
daniel depp
Location
oxford
Date
28/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
4.00 stars
Comments:
They will help themselves to money in your account for no reason they have done that to me in the past, they never deliver on the speed they promise, they will for a short period then it will drop off not even hitting the minimum contract speed, (which you need to get them to write into the contract because again they will try not to do it.) I've got their 550-speed package available at 230 MB speed 10mb below the contract 240 minimum. customer service your be waiting 20 to 30 minutes. they're very deceptive like offering you a discounted rate but when it comes to the April increase that can bill 12.57% of the original discount. Be careful, its not the fact it few quid but that adds up and if all suppliers are at it, if you are happy with them helping themselves, and they will it seems like a no brainer but it will hit a nerve when you catch them in your cookie jar, also they will not inform me of any price increase so this April its officially 8.8 % all the whole rate not the discounted rate which I got out the agent, , works it extra £5 pm for me
Reviewer
Paul
Location
Northumberland
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this atrocious company. hey make it impossible to cancel the service. They're number cuts off after 15 minutes. They sales men lie on the phone to you. They're live chat cuts off after asking you questions that don't make sense. They essentially hold you hostage within your contract as you can never speak to them to cancel.
Reviewer
BRUCE LINDSAY
Location
NORTH YORKS
Date
28/03/2024
Comments:
Having been with onestream for 22 months i called them to enquire aboout taking an internet based phone line as copper is to be made redundent.
Very quickly i was passed to new accounts and signed up for the package i required with no hassle and a straight swap of my account ( day 1 )
Some 28 days later i still have no correspondence or hardware . I then had to take time away from work to call the help line that is only open normal woring hours mon-fri i had to ask for my new router to be told it had been missed and they`d send 1 out. Upon reciept i expected the usual installation email and details of my new phone number and when it would be active......Nothing so again i had to take time away from work to try and sort this mess out. Eventually i am told its been active for 24 days and try ringing it - i had no chuffin number to ring, so onward i go trying to explain they hadn`t told me to fir router they hadn`t given me a number blah blah blah 2 hours later i get a number and eventually i go home and install all hardware.
My advice is if you work then avoid this company because they do not work past 5.30 or weekends so you can`t speak to anyone.
Also they are totally inept at customer service and don`t keep in contact.
Stay away
Reviewer
steve
Location
Chester
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not the best broadband provider. I'll Move back to my old broadband provider. The provider did not include a hidden charge. It's best to avoid it and go somewhere else.
Reviewer
Diane
Location
Caernarfon
Date
28/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The most difficult deceitful company I have ever had the misfortune to deal with. Contract prices are made up. Waste of time using the online help. My sincere advice is to avoid at all costs.
Reviewer
Niamh
Location
London
Date
27/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company, terrible customer service. OneStream confirmed they were eligible in my building prior to setting up with them. On our go-live date, our services failed so I called them. They explained that there should be an ONT box in the building (they previously confirmed this and told us we did not need an engineer) but after extensive looking, we realised there wasn't. They then told us it would be 200 pounds to send an engineer and 14 working days, even though they were the ones who confirmed we didn't need one and failed to mention the fee! When I cancelled they told me I would incur no additional charges and then a month later I was charged 35 pounds for anti-virus protection. Run, run, run!
Reviewer
Pete Cowell
Location
Wiltshire
Date
17/03/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
All that is without a landline.
Reviewer
Bob
Location
Herts
Date
15/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful service, worst ever.
Reviewer
Ian
Location
Wiltshire
Date
12/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.
I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...
No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.
The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.
Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
Reviewer
Fay
Location
Leicestershire
Date
05/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.
That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".
I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
Reviewer
George
Location
Kent
Date
04/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
Reviewer
K
Location
Spalding
Date
28/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
OneStream charge for cancelled services and left me with no Internet for over a month
Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.
In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.
When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.
When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.
If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.
They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
Reviewer
Rox
Location
Kent
Date
24/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID AVOID AVOID!!!
If I could give no stars I would. When I 1st joined I was charged the anti virus thing even though I cancelled it once the free 3 months was up. When I called up to ask why they had taken the money out even though I had cancelled it the man on the phone was very funny with me and basically told me I was stupid for cancelling it. Took me about 20 times for him to finally listen to me and with a huff and puff he eventually cancelled it. There were also other hidden costs I hadn't asked for. The internet speed is rubbish. I am in a small flat and can't even connect in the room next door. Can't wait to leave.
AVOID AT ALL COSTS.
Reviewer
Daniel
Location
Carlisle
Date
14/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away from these. The absolute worst company I have ever dealt with.
They were on paper the cheapest broadband provider so decided to go with them.
First con to watch out for is McAfee which is an opt out service rather than the usual free trial so they took a good chunk of money out for a years service through direct debit which is totally wrong. Had to phone to get it refunded which wasnt terrible as they did offer callback.
Broadband service was not good at all its sync speed was slower than my previous 3 providers. It was also very slow to load websites and found when doing a DNS healthcheck the primary automatic DNS was bad so changed it to use public. Bills went up with the usual april increase but wasnt at all cheaper than my previous supplier.
Then got the contract is coming to an end email with my account number. This allowed me to access the portal as without the account number I had to ring again which was not happening. Found it has enrolled me in some BT protection cost. Was able to opt out on the portal which I wont benifit from as defiantly moving provider.
Then 15 days before the contract end they send me an email saying my broadband is going up to extorsionate costs and there is a 30 day notice period. Phoned to cancel and no callback function this time. Waited 12 minutes of hold music then silence and they hungup. Rang back and it was an 18 minute wait and got the same silence and now on again waiting to be answered.
Robbing con artists.
Reviewer
mw
Location
Maidenhead
Date
13/02/2024
Ratings
Satisfaction
1.00 stars
Comments:
I decided to switch to Onestream so I went through the steps, including entering my bank details and personal details like date of birth (surely it's sufficient to know a person is over 18) and then on step 7 of 8 it announces that to have a router it is an additional cost per month and that an existing router is unlikely to be compatible and you have to have some expertise to connect it anyway. Therefore, the advertised cost per month is a lie. Clearly an untrustworthy company. I now have to go through the hassle of ensuring they don't set up the direct debit as the previous step is to approve it. Wasted my time. Don't use them!
Reviewer
Dan Brandy
Location
Margate
Date
06/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I'd give zero stars if I could. Awful, intermittent broadband and even worse customer service. Over 2 weeks without internet and still no resolution. Just terrible.
Reviewer
peter Ramotar
Location
Bridgwater
Date
05/02/2024
Ratings
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
Try to ring Customer Service to ask a question about the router to join them, but nobody answers the phone. I did read the reviews on them, and not very nice, so I will keep them far away.
Reviewer
Ivan
Location
West Susex
Date
27/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Be very careful, many legal clauses designed to catch you out and charge £££
Be very, very cautious when interacting with this company.
There are clearly many legal ways with contracts that they aim to get money from you. If this provider is your only option, fine.. But if you can choose a mainstream supplier like BT, Vodaphone, PlusNet etc.. go with them, even if it's a few £ more.
Issue is contracts - if you move house it's £59 - other providers it's free.
If you cancel - maybe you move country or house, that's £280
If you cancel it has to be exactly 45 to 30 days before contract ends, miss that window, it's £280. Even if you specifically ask their call centre 'is there anything else I need to know' they will not proactively say, you need to return the router within 14 days after you cancel or there's a ~£125 charge. - Other providers don't charge.
I just asked to move house, I need to call them again, but it looks like rather than just moving and staying at the same price, they've signed me up to another year at full price. Edit. yes, looked in their terms and conditions, I've been put on a new contract at a higher price and they said nothing in the live chat -I literally asked 'is there anything I need to know' and they said no.
Look on page 14 of their 'pricingGuide', if you cancel it's a rounded up monthly fee, plus £125 for the worst router I've ever seen, plus an activation fee.
If you miss a payment, that's another £100 fee, miss engineer £120, engineer finds an issue with a wire in your house, that's £150 an hour to fix !!
Versus Vodaphone they install fibre to my house for free with a crane !
Absolutely disgusting, I know for a fact that many, many people will be caught out by this. You have to proactively think of every possibility and eek it out of them, comply with their very specific requirements that are designed to catch you out.
Do not sign up if you have the choice and if you can, leave this predatory company. Not to mention the month to get connected and multiple missed setup dates initially meaning my GF spent 2 weeks going to weatherspoons and buying food to use their wifi for college work, costing us yet more money.
Reviewer
Ian
Location
East Midlands
Date
26/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Avoid Onestream like the plague. By far the worst ISP I've ever used.
The first thing I'll say is their customer service is woeful. Online support tickets go unanswered, almost impossible to get through on the phone, a chance you'll get randomly cut off and the opening hours for the phone lines are awful.
My bad experience with them started early on. During the sign up process, you get offered 'Onestream Assured' which is additional monthly fee for who knows what. I left this unticked to say I didn't want it. Shortly after switching over, I also received an email for a free trial of Kaspersky Internet Security. Again, I didn't want or ask for this so ignored it and the activation code in the email went unused.
A few months later, I see my bill has increased a lot. It turns out, my free trial of of Onestream Assured AND Kaspersky Internet Security has ended and I'm now being charged a monthly fee for them! Two things I never signed up for or agreed to. Oh, and you can't just cancel these online. So I try to get in touch with customer services to get these cancelled and a refund or my account credited for these two things. I'll refer back to my first point here: customer service is non-existant. I ended up emailing the complaints email with a very strongly worded complaint and eventually got a response and this issue was put right, but they still had the cheek to blame me for not cancelling these at the start of my contract. Why on earth would I think to cancel something I didn't sign up for!
Throughout the contract, I had many loss of broadband, for hours at a time in some cases. Never had that with any previous providers nor with my current provider. Speeds were rarely what was guaranteed when I signed up. Now, with a normal broadband provider, you'd just contact them and check if there was a problem with the line. But this is Onestream, the worst ISP in the world for customer service, so good luck with that, especially if the issues are in the evening when their customer service team (can you call one person a team?) has gone home.
The final issue I had with them was leaving. I switched to a much better provider and thankfully the switchover of services went smoothly. Did the billing stop? Don't be silly. Even after leaving, my DD to Onestream came out. Couldn't get through on the phone to them to sort this. Sent a support ticket which they aim to respond to "in 3-5 days". A month later I finally get a response, saying they hadn't received notification from my new supplier (yeah, right). They still didn't actually cancel my service. I couldn't respond to that support ticket online as it was now closed and it said I should reply to the email to confirm I wanted to cancel. Their email was from a noreply email address... Unsurprisingly my reply bounced back. So I had to send another support ticket, to which I never actually got a reply.
In the end I cancelled my DD and ignored their dire warnings that my service would be terminated. In total I've been billed for around an additional 2 and a half months since I switched provider. Whatever savings I made originally by going with such a cheap provider has been completely lost (and then some) by all this.
Never again will I try to save a few quid on broadband. I'll be sticking to the major providers who provide what they advertise and are easily contactable when there are issues.
Reviewer
K Holman
Location
Sidcup, Kent
Date
21/01/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
New customer…so far perfect.
Reviewer
James
Location
UK
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
SLOW! Disgusting scum deleting reviews on trust pilot to create a fake score of 3/5 stars everywhere else its 1 star. They are a marketing company posing as an internet company destroying internet all over the uk. NEVER BUY! They also having been stealing peoples email data gas lighting the lot.
Reviewer
Kimberleigh Pagr
Location
Boston, Lincolnshire
Date
26/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I should have left when I had the chance, but was persuaded to stay when Customer Service promised they would be ablevto make the broadband cover each room in my small bungalow. Again, for the 3rd year running, I'm not able to get WiFi in my kitchen and dining room area. I used to be able to connect in the garden and on the driveway, but this is no longer the case again. They sent a different router and then proceeded to charge me for it despite the coverage issue being their problem. I complained to Customer Service and was just told to adjust the band I'm on - which has made zero difference. Each time I walk from my kitchen to my front room, I have to reconnect to the WiFi. Not ideal, Onestream don't care because they are getting paid each month for a crappy service that I can do nothing about. I definitely will not be renewing at the end of my contract this time.
Reviewer
Jeevesh Goolab
Location
Gillingham, Kent
Date
07/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unethical business practices - Avoid at all cost!
I started on a 12 month contract with Onestream broadband in March 2023 and had to terminate my earlier in September 2023 as I moved out of my property. Due to early termination, I had to pay for the whole duration of the contract plus early termination charges. I paid all the fees and even got an acknowledgement from one of the staff members (Aston) that my balance is clear with no further payment. Out of the bloom on the 27th of November, I receive an email from Onestream asking me to pay £19.99 and again today (07.12.2023) with more threats that they'll take me to court. I even replied to their billing email about the confirmation of payment, etc but with no reply. I am absolutely guttered with their fraudulent practices of trying to extort money from people despite everything has been cleared out. It's disgusting and I regret so much for having chosen this company. They will do everything to manipulate customers - avoid them at all cost! I have reported this to the Ombudsman and will now expose them futher on social media. I repeat - avoid them at all cost!!!
Reviewer
Jason
Location
York
Date
06/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
On Friday I returned home from work to find my internet service was down. I tried restarting my router but nothing changed. As it was after hours for the customer service line, I decided to wait until the next morning to see if it resolved itself. The next morning it was still out, so I dug through the website (which makes it extremely difficult to find a way to contact the company) until I found the customer service number and gave them a call. They told me that, as it was the weekend, no technicians were available so I'd have to wait to the middle of the next week to get anyone out. Frustrating to go several days without internet, but I was assured the time I was without service would be factored in to my next bill.
On Monday I got notice that a technician would be sent to my flat Wednesday morning and I needed to be there from 8 am - 1 pm to meet them. That meant taking time off of work, but I needed my internet service restored, so I arranged it with my employer.
Wednesday morning, I get a message that a technician is on their way to me, and giving me their contact number. I wait several more hours, but as it gets closer to 1 pm, I'm nervous that I might not be able to get to work on time if they take longer than expected, so I ring up the technician. What do they tell me? "I'm in Scotland, nowhere near you, I don't know why they told you I'd be there today."
Fuming, I ring OneStream. "We don't know why your order was sent to someone in Scotland, a mistake must have been made somewhere along the line." Can I get another technician today? "No, we don't have any contact with the technicians, OneStream employs them." So what do I do? "Someone will be in touch by the end of the week."
So now I still have no internet service, I've wasted my morning and had to use my time off for no reason, I'll have to use MORE time off whenever they finally get someone to come out--IF the next person they send actually comes--and no one can help me because no one I've spoken to is actually responsible for anything.
I've been a customer of OneStream for less than a month. This is absolutely unacceptable and if they can't get my service turned back on, I'll be cancelling and going with another provider. I know they'll hit me with an early cancellation fee, but honestly it would be worth it to get my services from someone who doesn't treat their customers this way. Disgraceful.
Reviewer
Bartosz
Location
Scotland
Date
06/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Since day 1 having a problems with internet connections. Contacting them multiple times and after over a month problem still presist. At the momen they don't even replay to my emails.
Problem was reported in October 2023, in December still is there and no response from Onestram.
Reviewer
Vijay
Location
Manchester
Date
30/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Worst possible experience I have had with any provider. This is one of the most opaque operators I have ever come across. I had signed up by phone. A couple of unnecessatlry 'extras' were added that one could cancel by phoning customer service in the first month. Excepet customer service never answers the phone. There is no email access. To setup internet account one needs account no. which is never provided in any email they send you, which only include order no. So cancelling the service during the cooling off period is impossible. Once I got through but the person on the other end of the phone was most unhelpful. I asked to cancel all extras, but still got billed for totally ridiculous, unwanted antivirus. Had to fight through my bank to get my money back. The reduced broadband rate on offer was meant to last the whole year but rate was hiked after 3 months. It is not made very clear that one needs to give a month's notice to quit even when the contrat finishes. If customer service emails you, you can't use the reply function. The router (a very basic one), has to be returned within 2 weeks of end of contract, otherwise you will be billed £50.00. They aren't registered with ofcom, so some basic transparency is not provided.I am just glad that I am finished with this company.
Reviewer
Bianca
Location
Kings Lynn
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My cheap rate (£37) was due to run out on 11 Dec and I had an email telling me to "click here" to renew for £29. So I did, and then got an email saying the charges were £37 as I had to pay to upgrade my router and pay an additional fee for "Onestream Assured", which would mean I was guaranteed help if I needed it. Thought that would have been included as customer service, but never mind, I was cross that I had been cheated by an inflated price that I called to cancel my subscription. Got put through to an chap called T****r, who spent around 50 minutes trying to talk me into not leaving. He said he would honour the £29 as it was a great deal and I wouldn't find cheaper, and he got annoyed when I said I wanted to shop around first, saying I wouldn't find anything cheaper and what a great deal I was getting. I felt pressured into renewing. So, I agreed, but then looked online at other deals to see that I could get one for £13.99 and even Onestream was offering new customers deals for £20. At this point I rang back to cancel and was put through to T****r again.
He wouldn't take no for an answer, even after he said "if I offered you it free for a year would you stay?". I felt totally bullied, but stood my ground and was told I had to give 30 days notice so my cancellation date was 21 Dec. I'm guessing the first part of the call wasn't recorded as we got cut off and he called me back and wasn't being rude or aggressive, just pushy. I cancelled. Then I got an email saying I would incur cancellation fees of £622 (yes, more than six hundred pounds) or I could "click here" to stay with Onestream.
Seriously NOT happy with this service.
Have since spoken to a very helpful lady in Retentions called L**y. Probably would have stayed with Onestream if I'd have spoken to her in the beginning. Overall a very stressful experience.
Reviewer
Brian
Location
High Wycombe
Date
22/11/2023
Comments:
Buyer beware!!!! Shocking company, worst Customer Service. Impossible to get through I waited for over 3 hours only to have my call hung up. I spent over 4 days trying to cancel my account. My online account wouldn't allow cancellation??? Call handlers are obnoxious. Had e-mails threatening bad credit on my file despite being fully paid up - utter shambles of a company. They added random Admin fees to my eventual account closure because I stopped my DD from allowing them to take more money from me. Broadband itself was unreliable!!!
Reviewer
Martin
Location
Lancashire
Date
22/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling service. Impossible to contact, messed up my order, really poor
Reviewer
Peter Knights
Location
Warwick
Date
21/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely diabolical, so much wrong it's hard to know where to start. I'm not even sure they have a customer service team as you'll never get them, apart from when you want to leave there use underhand tactics and renew the contract despite saying no. Chat service doesn't work and no response to the service tickets. Appalling.
Reviewer
Sylwia
Location
Mold
Date
14/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of the worst, scamers and thieves. They put extra charge on my bill, once I called and asked about it I was Informed that my contract ended and nobody inform me and now my contract move to rolling contract, once I decided to resign from their service they try to charge my 550£ early termination fee for contract that I don't have anymore. On the phone Consultant inform me there are no fees and I can end the service. Avoid them at all cost.
Reviewer
Stephen
Location
Ash
Date
13/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed Up over three weeks ago, And just been informed broadband won't go live for another 15days.10 days after my existing broadband finishes.not a very good start
Reviewer
June
Location
Ipswich
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unless service, no customer service, nobody answer the phone.
Email’s rejected as not monitored.
I want to leave.
Wouldn’t recommend onestream to anyone.
Increase in my billing but won’t let me login to my account as won’t accept my email address.
Reviewer
Junechenery
Location
Ipswich
Date
31/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor Wi-Fi connection.
Increased prices & new customers get it cheaper. Try contacting but nobody to talk to, unless you are a new customer
Reviewer
Jayapriya
Location
Wf1 4rf
Date
13/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
Reviewer
Hardi
Location
Birmingham
Date
11/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst speed and reliability I have ever seen with a rubbish modem that they charge 3.59£a month.
Reviewer
Mark
Location
Worcestershire
Date
10/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Ok. Cheap. Not as fast as it should be, and a few more drop outs than we used to get. But ok.
Reviewer
Wendy
Location
Ipswich
Date
06/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Just tried to ring about moving house.
Waited for 1 hour and 5 minutes for the call to be ended on their end. Furious.
Reviewer
philip
Location
STAFFORD
Date
05/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
made the mistake of going for the low price . really poor wifi due to cheap router. keeps dropping out but when reported nothing wrong. can only try and get help between 9 and 5 . A total waste of money . Struggle to connect devices in same room as router . Do not join this service
Reviewer
ervin
Location
LONDON
Date
04/10/2023
Comments:
I strongly advice to avoid this company, if you move house and terminate the contract they will continue to charge you after you terminated the contract.
Reviewer
Jane
Location
Berkhamsted
Date
02/10/2023
Ratings
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Extremely poor customer service. Bills were overcharged and a real headache to get a refund. The real definition of buy cheap buy twice.
Reviewer
Fister
Location
Date
30/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just ripped me off over a £100 for a month's of broadband there scammers and crooks with 0% customer service these reveiws are real
Reviewer
A Zulfi
Location
Bolton
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Onestream Scammers!! entrapping into an expensive package
---------------------
Stay away from this company, I am an existing Onestream customer caught up in their scam.
Don't get fooled by their cheap price. They charge for EVERY single thing. Everything is free for 1st month after cooling off period they show their true colour. They have everything written in Small print which you will miss.
- First of all, you will lose your telephone line as they do not manage the telephone. Meaning you will not be able to receive any incoming or outgoing calls. If you want a telephone service, it will cost you an additional £30 per month
- They give you £10 crappy router, which is of no value and poor wifi signal. If you want a good router then you have to pay an additional £4.51+vat per month to have it. It is called Superstream Router
- if you want any kind of Tech support you need to pay an additional £4.51+vat per month, it is called Onestream Assured.
- OneStream signs you up with a couple of subscriptions e.g. Macfee antivirus for 1-month trial, after that OneStream charges £35 for a full-year subscription non-refundable fee.
The total cost per month is
(broadband fee) £21
+ (Telephone service (only incoming calls)) £30
+ (router fee) £4.51
+ (Tech Support fee) £4.51
Total = £60 + vat per month
Reviewer
M.el
Location
Birmingham
Date
23/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Supposed to pay 19£ charged me 25 and when I wanted to end the contract at the end of the year they didn’t reply on emails. On the phone they tried to convince me to go for another year . Thiefs
Reviewer
Richard Quinn
Location
South Yorkshire
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Worst customer services in the Universe, never answer phones , ( hours spent) email the same , that’s if you can find a email that works, resorted to record delivery, guess also ignored. Once in control of your direct debit, they take extra, will ( a lot of extra money). No explanation, someone would need to talk to you. Never received an invoice in a year, never received a contract. Cancelling is nearly impossible, they make it so. Not person from the company has once bothered to look into my issues, they just take unjustified, unexplained , increases in money taken.
Guess make the mistake of getting company to take notice, I wrote a review, guess instead of addressing my concerns, they cut of my internet the next morning.
It was on a Month by month basis, ( I confirmed be recorded delivery) it ran our end Sept , they cut it of 10 days early, and changed £45 instead of £25
Of no one wises to explain, now it’s matter of principle, seeking legal advice tomorrow, onestream customer services no existent ☹️
Reviewer
JBSP
Location
Northumberland
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish, in every single department. so much so I am about to pay to have a separate provider as I can't be a.sed anymore
Reviewer
Claire
Location
London
Date
13/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service and company.
I had a terrible broadband speed despite paying for a fast broadband.
Also the worst cancellation policy. They don’t have a simple fee to pay especially when you have special circumstances having to close your account.
I submitted a complaint but heard nothing back.
And there are no written prof of anything.
I am revolted by this service, the only thing they care about is to take my money.
Terrible
Reviewer
Gabie
Location
Farnborough
Date
10/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just as everyone ahead of me, I have abysmal experience with them. They messed up my go live date, cancelled my original order, which they didn't tell me, and created a new order with a new go live date. Sent text messages on both days so I had no idea what's going on. For the confusion they offered me a month free. Still haven't received that. Half an hour easily waiting on the phone and then a very rude agent pretty much shouting with me that they can't help! Like what??? They add "free" extras to your contract Eve if you express that you don't want that as you don't want to risk to forget to cancel them and ince they go full price you would pay like £40 or more. Router not included in price?! Never replied any of the written messages. As she couldn't tell why my credit just disappeared from my account without deducting from my bill, she said she will get back to me. Well I still haven't heard anything. I will have to constantly contact them over and over again. I am seriously considering to cancel even though that would cost £160 at this point. The internet is never the speed they guaranteed, my tv/phone very often says no internet... I just don't understand how is it allowed that such a horrible company on every level can operate and rip off so many people without consequences. There has to be a way to get out of a contract if they don't fulfill their end.
Reviewer
David
Location
Aberdeen
Date
08/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Would give zero stars if I could.
Might seem like a good deal now but it won't in 12 months time!
Were rubbish from the start when they sent me a faulty router, doubled the price during my 12 month minimum contract period (£19.99 to £39.99), then to £53/ month out of contract. Customer service is awful and the last person I spoke on the phone to was downright hostile.
Avoid.
Reviewer
Lauren
Location
Manchester
Date
26/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous provider. If I could leave 0 stars I would. We have had nothing but issues since joining onestream, the service is poor, I set up with a different provider after less than one month of using the service as it was so poor and the customer service I have never experienced anything like it. We have been overcharged by £15/ £20 per month since joining and every attempt to contact them has been met with 0 resolution. Please for the sake of your mental health do not sign up to this provider.
Reviewer
Colin
Location
Rugeley
Date
21/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
If you are thinking of going with Onestream, because the price on the comparison sites look good DON'T, it will cost you more in the end, before the end of my mom's contract, they started putting the price up, and now it's double what it was, and they charge you nearly £5 a month for Router rental, which i have never heard of before, you have been warned STAY AWAY!!!
Reviewer
Tomas
Location
Scotland
Date
11/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Avoid Avoid Avoid!!!
Good enough wifi but contract term and conditions are terrible, all discounts they’re offering is just a scam, on the end of contract they will rip money off you!!!
Even though my contract finished i still have to pay another monthly payment without discount, so for last 2 month onestream ripped me of £49 each month were supposed to be £22
Reviewer
Luke
Location
Cambridge
Date
10/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service and overall service. No email contact, online forms not answered, and waiting over an hour to get a hold of customer services who are rude, unprofessional, and speak in platitudes. Constantly trying to upsell you.
Did not follow OFCOM's rule to contact prior to end of contract and then try to enforce huge increase in price.
Avoid at all costs
Reviewer
David Corkindale
Location
UK
Date
09/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Based on my own experience I cannot recommend doing business with this Company at all. I was fully paid up until midnight on 31 July 2023 at which point my Broadband arrangement with Onestream was due to end.In plenty of time, I had earlier advised Onestream that I would not be wanting any further Broadband from them beyond Monday 31 July 2023 due to an extended trip overseas. Onestream did not like that at all and, in a fit of pique and without any prior notification, they unilaterally decided to cut-off my Broadband connection at the end of Sunday 23 July 2023.Not only did they not reinstate my Broadband connection at any time between 24 July and 31 July 2023, they have also not refunded me for the money that I had previously paid to them for that particular period.Such petulant behaviour on the part of Onestream speaks volumes about the sort of Company they are. In my opinion, not only is their behaviour immoral and unethical, it also illegal to extract full payment from a customer then not provide a full Broadband service for the complete month and also fail to reimburse the Customer for the period in question ie. their behaviour is that of an Organised Crime Gang - this was not an administrative error on their part, it was knowing, deliberate and intentional - they knew exactly what they were doing. It follows that one should think long and hard before entering into any Contract with this Company. Based on my experience and my perception, it seems to me that it is yet another Broadband company which, if it were possible to shake hands with them, you would have to count your fingers afterwards.
Reviewer
Sujan
Location
Uk
Date
08/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started with £18 a month and didnt realise they were charging me £27 a month.It took me atleast an hour just to get on the phone with them.Really bad customer service.They said I had to pay £120 just to move home and i can not continue with my old contract therefore i have to get a new one.
AVOID AT ALL COST
Reviewer
Ruth
Location
London
Date
08/08/2023
Comments:
They made me an offer for internet and suddenly I was bombarded with a contract, router was sent off, engineer appointment was sent despite me ringing them, writing emails (and was reassured the order would have been stopped), even sending them a letter via post with a copy of all the emails and a clear statement that I don’t want to go ahead. They just ignored me and now they try to take money out of my account. Very shocking practice. So don’t go for that company!
Reviewer
John
Location
Norwich
Date
05/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow
Reviewer
Jack
Location
Norwich
Date
03/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Speed on the line was not great- certainly not the levels they ‘guarantee’. They have some questionable business practices (hard to cancel free extras, unclear exit fees, no email or text based communciation)
The hub I was sent didn’t transmit Wi-Fi around a 1 bed flat and if I wanted to pay another £4 a month they would give me a better hub.
Reviewer
Kat
Location
County Durham
Date
03/08/2023
Comments:
Avoid at all cost!! I joined 13/6/23, the connection was non existent, arranged to move providers 19/6/23, moved 3/7/23, cancelled DD. 1/8/23 they've taken £102 from my bank & are still charging me. Their CS lines are continuously busy & disconnects you. Their "executive" email address bounces you back to their online login which I don't have access to because my account is inactive! I've raised a dispute with my bank, Ofcom have advised to contact the Communication Ombudsman.
Reviewer
Brian
Location
Gloucester
Date
02/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Horrible customer service. Automated customer support just hangs up because they are TOO busy to take your call (get more people employees). When you eventually get through they say a 10 min wait but 2 hours later I'm still waiting. Please avoid.
Reviewer
Jonathan
Location
Perryman
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Started out June last year at £22.75 /month for just broadband, now we are being charge £47.93 /month for just broadband. Contract stated there may be "slight" price increases over the contract, never said 110% price increase !! Also, when the price began to sharply increase, we stopped getting email invoices, Roll on December to get rid of these con artists.
Thinking of joining them??? DONT !!!!!
Reviewer
D E Bedwell
Location
DRIFFIELD
Date
01/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not very happy, wait to speak to agent for agesw and then get automatic cut off. Have phoned on many occasions to get bill adjusted correctly which is O.K. for a while and then it doubles so have to go thru the whole process again, Do not trust them at all , they don't care , it appears that they can take money out of your account without notice or advise on what it is for. Should have minus stars, it is a real worry that they can continue to do this, there is NO repeat NO standard of customer service!!!!!
Reviewer
Katie
Location
Kent
Date
26/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID THIS BROADBAND PROVIDER, was told I could use my own router, but on the go live date, it wouldn't work, then had to wait another week for them to send me one of there routers. Due to the cock up they said they would credit me my 1st month's payment. My monthly payment should be £23, they took £41. I haven't been getting my guaranteed minimum speed, tv keeps pausing, can't even listen to 1 song all the way through on alexa without it stopping. I've wasted many hours trying to phone this company, the wait to get through is ridiculous. Now they want £114 to cancel my contract because they haven't kept to their part of the contract.
Reviewer
Gareth
Location
UK
Date
14/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Theives. That's the only way to describe this company. I was supposed to be paying £18 a month but after checking my bank statements, they've been charging me £40 a month
Reviewer
Andreas
Location
London
Date
14/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Horrible customer service, lines always busy, email not being monitored and contact form you never hear a reply from
Reviewer
Wing
Location
Mk
Date
06/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you have a choice don’t use it.
Reviewer
Nextep Solutions Ltd
Location
Ilford, Essex
Date
05/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't work with them!!!
Worst company to work with! They do not offer services, devices are provided weeks later, there is no one to find support in this company. They will pass you from one person to another and never call back as they promise. After more than a month of no service, they will still bill you for NO SERVICES!
Reviewer
Mikolai
Location
Lincoln
Date
04/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever. They trying ripped off all the time. They rising price without any notyfication, monthly price rised from 22£ to 47£ in just one year for 60Mb broadband. Stay away from these thieves.
Reviewer
Abdul
Location
Nailsea
Date
01/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Unparalleled Incompetence and Disregard for Customers' Well-Being
I am compelled to share my shocking experience with the handling of my contract transfer and the subsequent nightmare of billing and communication with Onestream Broadband company. It is evident that this company's incompetence knows no bounds, and I feel it is my duty to warn others of the abysmal service I have received.
In early April 2023, I reached out to Onestream Broadband company's customer service department, providing them with ticket number ref:_00D0YrFw3._50007UcD2O:ref, to inform them about my upcoming home move and request the transfer of my remaining contract to my new address. To my disbelief, I was met with a ludicrous demand to make a phone call before any progress could be made. Since I was abroad at the time, I entrusted my wife to contact them on my behalf. Shockingly, they callously refused to assist her solely because she was not the named person on the contract.
Determined to resolve this matter, I made numerous international calls to Onestream Broadband company's customer service, only to endure endless waiting times and exorbitant costs. In a desperate attempt to establish communication, I provided my UK mobile phone number, which was on roaming, so they could reach out to me. However, their response was baffling—they claimed they were unable to make outgoing calls. Astonishingly, it was then decided that the move-over process could be completed without any call whatsoever. The sheer lack of consistency and coherence within this company is mind-boggling.
Meanwhile, on April 3rd, 2023, I received a notification from Onestream Broadband company indicating that my contract (OS10134650) was nearing its end. They gleefully informed me that if I stayed with the same tariff, my monthly cost would change to a supposedly "super low" price of £34.95 whereas I was originally paying £21.95 for the 12 months Agreement from April 2022 to May 2023. However, given the complete lack of progress in transferring my contract to my new address, I made the unfortunate decision to sign up for a new contract in my wife's name through their website. This step was taken solely to ensure that the named person on the contract would be notified when the service went live. Subsequently, I responsibly returned the old modem to them via registered parcel post, which they have received according to Royal Mail tracking site.
To my utter dismay, Onestream Broadband company continues to charge me for the old contract at a staggering amount of £60.23, despite providing no service under that contract. Adding insult to injury, their emails and text messages regarding this matter bear the "no-reply" prefix, effectively shutting down any avenue for direct response. An email to their widely advertised [email protected] returns an automatic reply with a warning that “This email address is not monitored, and therefore any email will not be responded to.” This deliberate attempt to evade accountability and disregard customer concerns is simply appalling.
Despite my loyalty to Onestream Broadband company, as evidenced by signing up for a new contract (OS10165639) at my new address, they have shown a complete lack of attention and response to most of my emails, have been charging me more that the advertised fee I signed up for, surreptitiously added McAfee AV software fees I do not and have luckily canceled after painful protests, leaving me in a state of extreme distress. Unfortunately, it seems that this company thrives on ignoring customer complaints and concerns.
It is worth noting that despite extensive efforts, I have been unable to locate their live chat service online. I demand that they provide me with the link to access this supposedly non-existent service. Additionally, I have wasted countless hours on hold, attempting to speak with their representatives over the phone, only to be met with perpetual disappointment.
Onestream Broadband company should take immediate action to rectify their failures, and provide a swift and fair resolution to these unimaginable issues. It is my sincerest hope that others will be spared from enduring such a nightmarish ordeal with a company that exhibits such an astounding level of incompetence and complete disregard for its customers.
Abdul Raaj
Reviewer
Jane
Location
Selkirk
Date
26/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Takes at least an hour to answer phone as an existing customer. Price doubled as soon as contract started. Informed I have a “ premium add on” which means that because I need an engineer to come as the service is rubbish if I cancel the add on ( I didn’t ask for , sign up for or agree to I will be charged for the service. Support only available Monday to Friday and on the phone or you can write to them.. staff on the phone are helpful with what they promise but considering I have given up trying to complain or chase up the useless service repeatedly because there is no support I would not ever recommend this company. Don’t use just because the price is competitive, it goes up immediately and doubles and you are stuck with them. I have now been told if I have had issues for more than 6 weeks there may be a solution but it’s still another 6 weeks of paying double for something that doesn’t work
Reviewer
Christina A
Location
Hove
Date
20/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Truly atrocious after the 12 month contract my bill kept increasing month on month. I have complained and still await a reply. NEVER USE THESE PEOPLE THEY ARE THIEVES.
Reviewer
Colin
Location
Manchester
Date
19/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
They took unauthorised payments out of our account leaving us with no money for food. They were totally uncaring and unhelpful saying it would take them approx a week to reimburse us. Also said they had no provision for helping customers in financial difficulty. We are pensioners and they were rude and uncaring of a problem that they caused.
Reviewer
Jacob
Location
Belfast
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
At the time of writing this post it is June 12th.
First of all, good luck to anyone trying to get through to their Customer Service line. Out of the 4 occasions I have called, none have put me through to an advisor in less than 35 minutes. The most recent wait today was upwards of 50 minutes.
My reason for phoning is that my Go-Live date has continually been pushed back with no clear explanation given other than supplier delays (BT Openreach). I purchased the 12 month full-fibre option on May 5th with a requested Go-Live of May 27th.
Any time that I have spoken with someone from the company via email or phone I have been given arbitrary timelines, such as 'your Go-Live date will be confirmed within 2 business days' or 'Openreach should have the fibre survey complete in the next couple of weeks', which is all lies.
One of my questions to the advisor was how that 5 weeks have gone past with no indication from OneStream on the reason for the Openreach delays. I asked if this was typical and he stated not, but 'some areas are less staffed by Openreach engineers'. Which begs the question, why is every other broadband provider able to send out a Fibre router and have it installed within an acceptable timeframe?
Lastly, the advisor which I was connected to on 12/6/22 at approximately 4:10pm - Mohamed. Oh boy what to say. Obviously I was annoyed that I had to wait on hold for 50+ minutes (this being my 4th time calling also) so understandably my patience was a bit short. But I was no way rude or disrespectful, that is until he continually spoke over the top of me and started to get snarky when I asked more questions. Telling me to "calm down" and insisting that he had provided me with all updates, even though there were none, my router hasn't even been posted yet! I hope someone from OneStream reviews the call log recordings and gives this individual some extra training or a stern warning.
Long story short, I wouldn't bother placing an order with this provider if you at all value your time. Although they appear to be a reputable company, on several occasions I have second guessed myself if it is just a scam as so far it has certainly operated like one.
Reviewer
Ian Blackhall
Location
Lairg
Date
14/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service, cuts out constantly, and very slow speeds. Customer service is usually closed, takes ages to answer, and are hopeless. I'm stuck with crappy broadband and I can't cancel unless I pay for the whole contract.
Reviewer
Sarah M
Location
Caernarfon
Date
13/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No customer service at all, was just talking to them and they put the phone down, tried again an dwaited over 25 minutes and no answer. Broadband went off this morning again as it's constantly dropping out. Useless company and now told them to cancel contract with them. Deal was supposed to be £25 per month but regularly charged over £30.
Would not recommend anyone sign up with then
Reviewer
Alan
Location
Worthing, sussex
Date
12/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Should NOT be allowed to run a business.
No communication - all emails are not accepted and had been waiting for hours for a reply. Someone phoned me and refused to give his name. I explained that I wanted to cancel-“oh u must phone” then hung up. Ridiculous. What they do they confirm a connection date and that if no one is there u will be charged! Tried to email - not accepted in the end i wrote snail mail to their regs address to cancel. What is wrong with society? A different worrying world
Reviewer
Andy Weaver
Location
Gloucester
Date
12/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Rubbish, don't waste your money. Worst mistake I ever made with tech. Stay away from this pathetic joke of a company.
Reviewer
Marlon
Location
Bournemouth
Date
07/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking organisation to be held to ransom in the way of an agonising 12 month contract. They have been fined by ofcom in the past which still didn’t alert me to what I was letting myself in for. They lied about ending my contract which I have in writing, they still sent me a final invoice which I paid just to get them off my back. You can only contact them via chat on ( get this) Saturdays between something like 10am to 4pm!! They send an email reply saying they do not monitor the main email addresses for customer services or accounts. The most effective way to contact them in this hyper techno age is by posting a letter to them via the UK postal system using a cute little voucher called a stamp. Guess what? It’s faster than their internet, no I’m not joking, a system that is over 100 years old is the better way to get through to them. Have they not heard of the World Wide Web yet. The clue is in their shocking service, don’t let them ruin your mental health as I did.
Reviewer
Scott
Location
Shrewsbury
Date
06/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give 0 stars I would. No customer service at all. They have increased my payments 3 times without any communication. How can a broadband provider not have an email address or support line. There live chat is never available and speed alot lower than contract stated. Still having trouble now after contract has ended
Reviewer
David
Location
North petherton
Date
03/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
Reviewer
David
Location
North petherton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
Reviewer
Behnam R
Location
Bolton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not get from this company. I got a broadband for £19 P/M. Service was inactive for the first 2 months. Couldn’t cancel it. Then they started taking £23 each months. Speed is less than what they say. And after 8 months they started taking £37 per month. No phone number, no live chat. Totally fake
Reviewer
Dave
Location
Brighton
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Criminals that need to be shutdown.
Unwanted optional extras that they don't allow to be cancelled.
Slow internet through out.
Over doubled my monthly payments at the end of the contract, but no way to contact them to leave.
Please, everyone in the same situation (I know there are many), raise your complaints as far as you can, including Ofcom. OneStream need to be shutdown.
Reviewer
kurian
Location
SCARBOROUGH
Date
01/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
careful, very careful, no good service. account and everything is not a straight forward. everything wrong
Reviewer
Nicola Smith
Location
Bourne Lincs
Date
30/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst company ever. Impossible to cancel your contract. Once your contract is over they ignore your requests to cancel. Takes ages to get through on the phone and when you eventually do they ask you to email and never respond and back to square one. Avoid this company at all costs.
Reviewer
Calum
Location
Dishforth
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
5.00 stars
Comments:
just now
NEW
If they look too good to be true then it is onestream! Impossible to contact anyone. Overcharged throughout. Bumped up prices with no notifications and impossible to contact anyone! Shocking company, stay well well clear of them!!
Reviewer
NJP
Location
Southampton
Date
29/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I took Onestream on as part of an introductory offer, and the task of unchecking hidden extras is not something I'm used to, but it appears to be a hazard when signing up to these services nowadays. I've found this out the hard way.
When there were faults in the service, an engineer was dispatched to sort it in relatively reasonable time, but I quickly discovered this is because I'd been automatically signed up for the premium service package. Other customers without it have reported difficulty even getting them to answer the phone.
Next, I find that two weeks AFTER my contract has finished and transferral to a new ISP has taken place, they bill me on behalf of Kapersky for a full year of antivirus protection, something I had zero idea would continue once out of contract. Email blurb: "The good news is your Kaspersky subscription has successfully renewed","We understand that staying protected online can be a hassle, which is why we’ve taken care of it for you. The card saved on your account has been charged £59.95 which keeps your identity safe on up to 5 devices." The tone of pseudo-helpfulness is bitterly hilarious.
All of this is intentionally deceptive, ethically disgusting, and ultimately self-defeating, because I will not only never use this company, I will also advise everyone I know against using them. The more customers they do this too, the more word will spread.
To hell with companies that act like this, because they do not deserve your business, and as reviews like this pile up, they will hopefully bankrupt themselves when customers stay away in droves.
Reviewer
Annoyed
Location
Devon
Date
28/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Always drops out. Zero customer service. No staff work past 5pm weekdays. Weekends only online tech support. Never works. Zero!!!! Easily the worst Internet provider in the UK. Absolute and total rubbish. No redeeming factors at all!! Zero!!! Slower than they say. They put up the bills without informing you. Never respond to reports made. Total rubbish. DONT USE THIS IP!!!
Reviewer
Sarah
Location
Sheffield
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Terrible experience. My time with Onestream was fine until my contract came up for renewal. When your contract is coming to an end, companies must give you 30 days' notice in case you want to go elsewhere.
One stream gave me 12 days (10 working days). after 11 days, they took a large sum of money from my account. I contacted them to say, "nope, I'm going elsewhere."
They promised to run to the end of the contract and then refund any money owed to me in 30 days.
2 months have now passed, and there's no money, plus they took a further large payment out of my account in May because "it hadn't been 30 days yet since I'd cancelled my contract."
For clarity, I wasn't cancelling, the contract had come to an end, and they didn't give me 30 notice.
I'm six calls and countless emails into resolving this. With no outcome.
Onestream promised to waive that I hadn't given them 30 days' notice because they hadn't given me 30 days' notice. But the refund they are offering isn't in line with this, even after I've clarified what they are going to pay me in writing. It's like they are trying it on.
I'm still having to fight, and as you can appreciate, we are in a cost-of-living crisis, and I need the money that is owed to me.
This company is bad. Avoid.
Reviewer
Kerry Williams
Location
West Wales
Date
25/05/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
Reviewer
George
Location
Cambridgeshire
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Atrocious customer service, inaccessible call centre.
Continually tried to make additional charges to the account and threatened default notices.
Avoid at all costs.
Reviewer
Abi
Location
Rochdale
Date
24/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
IT'S NOT WORTH IT
Ok so firstly if you have really bad luck and sign up with this company make sure you ring up IMMEDIATELY and cancel all the additional costs they add on in the print. I did this and still ended up paying more a a month after a 'free trial' for something ended which i definitely cancelled way ahead of time.
The people on the phone are really lovely and they help out quickly but the wifi is absolutely horrendous.
It drops out every 5 minutes I'm not even joking, I can't do zoom calls for work in the next room to the router. When I asked about it they literally said
"We can't guarantee connection"
So basically, they can provide you with the worst wifi ever, charge you for it and get away with not fulfilling your contract.
Can't wait to finish with this company
Reviewer
Adam
Location
South Croydon
Date
23/05/2023
Comments:
45 minutes to get through. Sometimes an hour.
Canceled my service in 2 hours after buying because bt gave me a good deal.
They took my service regardless without my consent but had cancelled all delivery of router etc. Therefore I had no internet or service for 3 days. I then told them to grant me free access until BT took it back.
That takes 2-3 weeks. They cancelled the temp internet after 1 week saying it would be another two to getting it back on. They are a shame, crooks and all over the place.
Reviewer
Anne
Location
Derbyshire
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband has always been bad for 2 years but we have put up with it. They ignore emails regarding cancelling and make it hard to do so. Will never use again
Reviewer
hayley girardier
Location
derby
Date
20/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
truly dreadful, hardly any internet when you ring they just want to charge you for new hub extras etc... its all about the money with these guys, also started ay £28 a month less than 6 months later its £40.11 ! read small print people.
Reviewer
Sandra Thompson
Location
Heywood
Date
19/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Absolute rubbish my contract states 19 a month there taking £26+. And £34+forms fee security I never asked for Ime nearly 80 Ime going to cancel and look elsewhere only been with them 3month had enough
Reviewer
Charlotte
Location
Cambridgeshire
Date
16/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give them a 0 star review, I would. Do NOT use OneStream as your internet provider.
I’ve been with them for 2 years now and they have just ropped me into another 2 year contract that I didn’t want to begin with. They used my vulnerability to their advantage and promised me stuff that they knew they couldn’t uphold. And now they’re trying to charge me 500 pounds to leave them.
I’ve had nothing but issues with them from the beginning. Slow internet, sometimes I’d be without internet for days at a time. This has happened several times. And with a severely autistic 2 year old and 5 month old who heavily rely on the internet, this is not ideal in the slightest. And when it did work, it would reach one side of my bed but not the other. And may I add, the router is right next to my bed. I’ve complained several times about the internet service I have received and have not received any sort of compensation once. They’ve only just given me a free month of internet because I threatened to leave them. Not only this but their price has doubled since I joined them 2 years ago which I cannot afford. Not once have they told me they were increasing their price like they are meant to. I haven’t even received a bill notification since July 2022. They’re beyond over-priced for rubbish internet.
When renewing my contract, I was promised it would be live within 10 days which would have been the 22nd of May. Then that changed to the 26th. Now it’s the 30th. Apparently the average time is 10-14 days but they didn’t tell me that and again, took advantage of my situation.
I was then told I could leave them within 2 weeks of my contract starting. When I decided to do that, I was told that was for new customers only and there’s nothing they could do unless I pay the 500.
The customer service is awful to add onto that.
I was told I’m a valued customer and I get treated like this? Disgusting.
Do not waste your money with them, learn from my mistake and go else where.
Reviewer
Susan Cross
Location
Wirral
Date
15/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful, dire service, slow , unable to contact. Eventually got through, promised I’d receive email to allow me to cancel the extra £3 for insurance they added. And to send engineer as sped below 3 ! Never received it, no one answers phone , cannot get into my account. Will cost £122 to leave as another 10months contract , can’t even get to do that! Please, DO NOT join. Worst company of any kind Iv ever known . Utterly shocking they are still in business.
Reviewer
Pw
Location
England
Date
14/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid - don’t give them your bank details. Multiple violations of consumer rights and direct debit laws. They overcharge and sign you up for unwanted extras. Impossible to get them on the phone and never reply to emails. Some customers have stated that they are promised refunds, but they don’t happen. They hide behind a weak Ofcom! They rely on you not taking them to court! But you will have too!
Reviewer
Monika Glowacki
Location
Prestonpans
Date
11/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I am incredibly disappointed with the services provided by OneStream. Throughout the duration of the contract, they drastically increased the prices of their service without any valid explanation or justification. This kind of behavior is highly unacceptable.
One of the biggest issues I encountered was the near impossibility of reaching their customer service department. Attempting to contact them is an exercise in frustration - the hours spent waiting on hold often end with disconnections. This lack of accessibility makes it incredibly challenging to address any concerns or resolve issues.
When I finally decided to terminate my services, I did so during an online chat conversation with one of their consultants. I received confirmation that the service would be disconnected on a specific date. However, to my surprise, the company continued to charge me for services rendered even after the agreed-upon disconnection date. This is a clear display of their dishonesty and a complete disregard for their customers.
Overall, I would not recommend OneStream to anyone. Their terrible customer service and unethical practices make it very difficult to use their services. There are many other internet service providers out there that are more reliable and professional.
Reviewer
Daniel
Location
Barking
Date
05/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Onestream is the worst broadband provider in the whole of the UK. Avoid them by all means. The service is poor and when I moved house midcontract, they want me to pay £201 for termination of contract. Avoid by all means please.
Reviewer
Peter
Location
Camberley area
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Over a week late in 'go live' and virtually impossible to contact - can only phone and they are always 'experiencing a high volume of calls' so it take over 30 minutes to get through and still no satisfaction. Big mistake! Yest they had 4 stars on trustpilot but I don't understand how!
Reviewer
George
Location
London
Date
03/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Can honestly say this is the worst WiFI I've ever used. It can't handle more than one person working, I drop off on calls, the lag on calls is appalling and they don't fix the issues. I've just tried to leave as I can't get it to work and they're now saying they will still make me pay for the rest of the service now even though they have provided me an awful service for nearly a year. Not good enough and avoid.
Reviewer
Sylwia
Location
Mold
Date
02/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst of the worst broadband companies I have ever seen. They overcharging you for service with is not great, very poor customer service if you ever get hold of them. Live chat do not exist and if you try to call them be prepared to wait minimum 3h on line.
Reviewer
R Evans
Location
North Wales
Date
28/04/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I joined Onestream from TalkTalk because it was cheaper.
I didn't get off to a great start, the connection kept on dropping out and it was really slow.
I'm not the sort of person who normally complains, but I emailed their support and they arranged a BT engineer to come out. Communication wasn't amazing as I wasn't expecting him, he just turned up on a Saturday afternoon - this was the same week.
Anyway, he was up the ladders and re-did the cables, but that fixed it and I have great speed and stability.
I also cancelled my McAfee via email as I had already purchased Sophos email, but, they weren't pushy at me keeping McAfee.
All great now.
Reviewer
AngeM
Location
North Yorkshire
Date
28/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
2 years of poor, slow connection. Poor customer service, lack of interest in resolving slow connection. Now when trying to end the contract 2 months in still no resolution and the cost has doubled since the start. I would never be able to recommend this company. Worst provider of internet services I’ve ever used!
Reviewer
Chris
Location
Shoreham by sea
Date
27/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company i have ever dealt with in my life. Did a home move with the onestream a month ago. Still no service. One email from them 3 weeks into the delay. 8 phone calls (on hold 20 mins + every time) from me to chase and find out whats happening. After a month they give me another go live date but send the engineers to my old address and have to send the job back. Completely inept. Avoid at all costs
Reviewer
Paul
Location
Cheshire
Date
27/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Confirmation email states total monthly price. Company tried to add VAT to this!
Compulsory upsell addons not removed from bill despite having followed procedure. Further action to ensure this was necessary.
Inflation increase added to the notional full price of the product which was never paid. Original fixed discount then applied meaning that increase was higher than contract. And VAT was still added!
Resolved by discount back to original price, but so much trouble to sort it all out
Reviewer
Renata
Location
Worcester
Date
26/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish I'd seen these reviews before signing up with onestream
Reviewer
Steve
Location
Surrey
Date
25/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Truly horrendous! Particularly in the last year, multiple attempts to force you into added "extras" at additional costs. Forcing you to actively cancel them. No customer service at all. Have tried to contact them three times. Avoid !
Reviewer
Lindsey prodger
Location
Worcestershire
Date
20/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
You reviewed Onestream
Lindsey prodger
0 reviews
GB
Rated 1 out of 5 stars
Absolute joke of a company placed an…
Absolute joke of a company placed an order online for broadband and phone for £16.99 then when order processed it changed to full fibre and no phone had to pay £18 more which I reluctantly agreed as sold on really fast 75 plus speed, engineer booked for end of Jan then cancelled and rebooked for 14th of February who was a no show then had the cheek to say called but nobody was in which was a complete lie as nothing on video door bell plus 2 people in house waiting from 8-3 who heard nothing. The 3rd booking finally took place on 16th of March and installation completed or so they claim.
Yet my internet speed is 25-35max depending on time of day, no digital phone calls available even though being charged for them and to make matters worse my other basic broadband and separate phone line to my annex has gone really slow internet and the phone line has been disconnected.
I have raised 5 complaints in total now and had various empty promises from team leaders to complaints management and still left in this situation complete joke if a company stay well clear.
I can’t even leave this company as nobody will even come back to me. Ombudsman notified who say I must get them to sort out the issue.
Reviewer
cotu
Location
High Wycombe
Date
19/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
4.00 stars
Comments:
Contractual trickery and subtefuge.
All my fault but leaves a nasty taste in the mouth. After a year I'd say the broadband itself was pretty reliable but not above the minimum guaranteed - more fool me for not doing something about it. Plus only at renewal did I notice the tricky way they added 'Onestream Assured' and took an extra £4/month for next to nothing. And cancelling was an awful experience which of course I didn't allow the 30 notice period for.
Reviewer
Andy clover
Location
Canterbury
Date
17/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst ever slow speeds customer service terrible avoid my 12m contract is just ending thank God
Reviewer
Nick
Location
London
Date
16/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Genuinely the worst internet service and line quality I have experienced in my 30 years on this planet. I was quite sure it was just a hamster on a wheel keeping the connection going. Would be better off getting two tin cans and a rope to shout down the packets of information.
Reviewer
Meg
Location
Belfast
Date
16/04/2023
Comments:
The absolute pits of a company! - wish I had of read these reviews before I got involved.
Scammers that get away with dodgy dealings - AVOID!!
Reviewer
Christo
Location
Haddington
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really terrible overall service quality. This includes line speed, internet reliability, phone, live support and billing. I have only had my service for 4 months. OneStream would not give me a service without a contract. I have reported slow speeds and intermittent connectivity 4 times already and every time I get told it's my WIFI. I then proceed to explain that the test was done with all other devices kicked off my WIFI and that my device used for testing is directly connected via CAT cable. Not once have I had someone contact me to actually follow up on this. Today I phoned in to cancel and I get a £233 cancellation fee. This also does not mean that I can keep my router. What exactly is this cancellation fee for if I was not getting the download/upload speeds as promised? You guys have seriously let me down and so have they with many others!
Reviewer
sarah
Location
Brentwood
Date
11/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
Please read all the reviews, they speak the truth. Dreadful customer service and price increases without notice or explaination what for, then you can't get in contact with them.
Reviewer
Girdon
Location
Buckinghamshire
Date
11/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful. I’ve just supposedly gone live with this lot… They don’t work weekends and limited hours on weekdays. Nothing works… Trying to call them is impossible; you just hang on endlessly and then just get cut off.., or in the unlikely event that someone answers, they are just clueless. I’m going to cancel. What a nightmare.
Reviewer
Gethin
Location
Tewkesbury
Date
10/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appallingly bad. Non existent customer support. 3mb/s on 60mb service.Sign you up for all sorts of things you didn't ask for. Avoid like the plague
Reviewer
James Fenton
Location
Dalton in Furness Cumbria
Date
07/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
A total rip-off
Reviewer
Rox
Location
Tunbridge wells
Date
07/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Phoned them to cancel the mcafee security before the free trail ran out. The man on the phone was VERY pushy for me to keep it and wouldn't take no for answer. In the end I said just cancel it, I do not want it and he huffed and puffed and said OK I will put a note on your account. Thought that would be it..........oh no! The money came out of my account making me overdrawn and paying bank fees. Don't think they seem to realise people nowadays are living pay packet to pay packet amd don't have the extra money. Have only been with them 6 weeks and regretting it already. Also couldn't find anything on line to cancel the mcafee otherwise I would of done it that way rather than talking to someone who made me feel bad for not having the extra money to pay for something I don't want.
Reviewer
Cross
Location
Wirral
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Utterly dreadful. Very slow speed , can’t contact them and just had price increase to £28.50. Son pays less with SKY with literally 10x faster speed. Can’t even find out how long my contract is, will be off ASAP. Definitely contacting Ombudsman . Appalling company . Should be closed down
Reviewer
P Cowell
Location
Wiltshire
Date
06/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
They try and twist things so you're not clear about how much you're going to pay. I signed up to Onesteam as a price comparison website said that it would be £16.95 a month. As far as I knew that was all I signed up for. I could have stayed with my old company for £18.99.
Then I saw the small print which was in light grey so harder to read, said they would only charge that for 2 months, and then charge a lot more to include a Kapersky virus scammer and other things such as Onestream Assured, whatever that is, unless you phone them to cancel those extras. I thought that I was on the ball and asked for all the extra charges than £16.95 to be stopped and they agreed they would. They also charge more for the first month for some reason, plus £9.95 delivery charge, so you don't realise exactly how much you will get charged the next month. Then when I realised I was going to be charged £20.90 a month, I phoned them to ask why, and they said I must have clicked on for the superfast router. Yet I've never had such slow broadband in my life. I said I didn't need a superfast router anyway, and some rude wide boy said it was what I clicked on and it's too late to do anything about it now. I asked for advice if I even need a superfast router and they wouldn't help. I live alone in a studio flat, so don't think I need it.
Then one month before my year contract finished they suddenly took out £26 from my bank account, saying they're allowed to suddenly increase the prices equal to the Retail Prices Index . When I asked if I cancel the service at the end of the contract in a month, how much extra she would charge me for doing that, knowing their history of taking money I wasn't aware of before, they kept saying they didn't know. They're really dodgy and trained to never give you a straight answer. I said it was their job to make it clear what I'm signing up for and how much they were going to take, and then she said they would probably take out around £40 for cancelling their service but it might be more but she can't give me a straight answer, despite my contract being finished that month anyway. Writing this to warn others.
Plus I don't think the superfast router that I'm paying more for works, as my broadband sometimes lags.
Reviewer
Karen walsh
Location
Belfast
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
If I could do 0 I would absolutely unbelievable in this day and age the service I have received or sorry not received! Guys please check these people out before you even think about using them absolutely horrendous telling me I can’t cancel a service that I have (never received) because there is nobody available in that department!on the phone for 1 hour and 20 mins to be told account manager will call me back who hasn’t returned 1 of my calls in the last 4 weeks! Just give them a miss save you’re self hassle woeful
Reviewer
Mike r
Location
Wiltshire
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Awful, go elsewhere. Only joined in November at £19-95 now they want £29, nearly 30% increase, Internet keeps buffering and trying to contact them is nightmare. Roll on December so I can leave
Reviewer
W Perry
Location
Matlock
Date
04/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
A terrible experience that I cannot recommend. The customer service has always said the right things but then never followed through. I was overcharged and it wasn't until 6 months after the contract started it got sorted and all the promises of refunding money, etc never happened. The broadband speed was initially good but has got slower and slower until it is now less than 1/6 of what I should be getting. There helpline takes an age to get through on and they just don't seem to know how to fix the slow speeds. Avoifd at all costs!
Reviewer
Ralph
Location
Norfolk
Date
02/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Same issues as many other people. Wifi in the house, pathetic. Drops out all the time. Can't watch catch up. Phoned many times and followed instructions. Now told, nothing else to do but buy a mesh system. So more expense to prop up their poor performance. To cap it all, now been charged for the McAfee which was told at the beginning it would not be charged for. Totally regret gong to Onestream. Big bad mistake.
Reviewer
Graham
Location
Caerphilly
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My 18 month contract with onesteam started at £21 in june 2022 and today it is now £33 without notice. The speeds are so slow i could hardly turn a page on google news on my mobile phone and the pictures often wouldnt show up. Roku stick didnt have enough power to work at all on my tv. If i could turn clock back id never have chosen this company. Often i have no broadband at all and have to unplug the router box . Im a pensioner on a limited budget im afraid im stuck with this mob until later this year when i can then look for a decent company for my broadband service.
Reviewer
Lau
Location
Cambridgeshire
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague, terrible company with hidden charges and now they've increased the price mid-contract by 26%...
Reviewer
Asad
Location
Newcastle upon Tyne
Date
31/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have had to call them repeatedly due to slow speeds and dropping connection, they keep promising discount on the next bill but never actually apply the discount.
Can't leave them soon enough.
Reviewer
Jim
Location
Devon
Date
29/03/2023
Comments:
Appalling company, impossible to contact, add absolute sh*t onto the bill without permission, consistently drops out. Everyone should go to the ombudsman, they'll sort it in the end.
Reviewer
John
Location
Rawlinson
Date
28/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
After 3 months the broadband speed dropped and so as I have an older laptop I struggle picking up the WiFi. As on more than one occasion for the refund for a antivirus that I do not need, 6 months on still waiting. I would not recommend Onestream.
Reviewer
Andy c
Location
Canterbury
Date
27/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total shambles download 1.5 upload .06 buffering trying to get to speak to someone impossible and the price has gone up I'm out of contract soon happy days people beware thus is a crap company that does not do as promised
Reviewer
Byronix
Location
South Woodham Ferrers
Date
21/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What an absolute shamble of a company. The broadband speed is appalling as checked using the Openreach test says the download speed is 49 Mbps, whereas Openreach says 5.5 Mbps. When using Amazon fireTV, it keeps stopping and restarting, so it's definitely not right! No discount on the broadband speed as their software says it's OK! What bulls..t
Now they are also putting up the annual price, by 17.3% - wtf! It's in their terms and conditions, so there's no chance to argue this (rate of inflation plus 3.9%). So how does a monthly bill of £23.21 got to £28.71 (£5.50)? £23.21+17.3% is £4.02 ... its because they offer you a price, discount it, add vat but don't still give you the same percentage discount!
Stay clear
Reviewer
AJW
Location
South West England
Date
20/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Avoid! Almost impossible to contact. Onestream supposedly removed an added value service that is pure profit, discovered it has been billed every month. 66% price increase after year one to £46.33 per month. Ofcom complaint for breach of licence to be submitted
Reviewer
David
Location
Canterbury
Date
20/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very unreliable service poor customer service. When you contact get told get connection speed when it so poor. My mobile provider is twice as fast. Very difficult to get information regarding leaving and details of account
Reviewer
Muhammad
Location
Manchester
Date
17/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wish I could give less than 1 star, what a pathetic & expensive service. Poorest customer service I hv ever experience.
Reviewer
Simon Beal
Location
Lincolnshire
Date
04/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Not even sure they still trade - virtually impossible to contact, ignore emails, very long waits on the phone, an "online chat" facility that's only available on a Saturday, (and then can't be found) charge when they shouldn't... the list goes on. They may be cheap, but buyer beware.
Reviewer
John
Location
Rawlinson
Date
02/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Good broadband service. However when it comes to getting a refund for an antivirus that I do not require getting back the money taken from my account seems impossible. Once my contract is finished I will not be renewing my contact with Onestream.
Reviewer
Paola Montoya
Location
Wales
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. Don’t fall for the cheap price. Is horrible try to contact them. No effort to care for the customer, they only care to take your money monthly. They have an “Early termination fee” they don’t establish in their welcome email. You cannot know how much is it so they can put the prices up as much as they want. This is ilegal and they don’t inform the customer. Scammers! Don’t use them!!
Reviewer
Chris Chalkley
Location
Marlow
Date
17/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I can see that up until Onestream I had always had good service with other suppliers because Onestream is terrible.
Right from the start the connection would drop out randomly through the day and now 11 months later it still does. Some nights it makes watching any streaming content totally impractical.
On occasion I used to do a little gaming but again because of the random dropped connection it can really ruin online gaming experience.
Service (what service!), We have made a lot of calls to Onestream talked to their operators and engineer several times. We tried everything they told us including a new router, wired and unwired connections and turning everything off and on. No fix. They will not countenance letting us out of contract and just give use the run around between the operators and the engineer.
Awful.
Reviewer
Paul doughty
Location
Tn339ax
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgusting company defraudulent
Every complaint people are saying is and my experience with them
Once they are into your bank account they take what they like and make up charges as they go along
DO NOT USE THEM
Reviewer
Rob
Location
Deal
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been with the company around eight weeks.
An engineer has had to call four times.
The service was down all through Christmas, and now down during the week of half term too.
They refuse to discuss letting me terminate my contract and have said if I want to leave I must buy out the rest of my contract.
I'm left with no choice - as any parent with children will tell you - a holiday with no internet, so no netflix, amazon, tv etc - along with no ability to work from home - isn't even vaguely pratical.
Avoid at all costs.
Reviewer
a
Location
portsmouth
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible experience! Stay away from this company. It took more than one month to fix the internet problem with. Then, they do everything to not let me to cancel my contract. Today, I had my 5th call with them since 23rd December 2022, they don't cancel the contract but continue to billing. I say I want to cancel my contract, they say : let's check your internet speed... Let's give you another router... etc.. etc...
I will probably end up at court with them.
Reviewer
Ashlee
Location
London
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could give this company a minus rating it would be in quadruple figures. The connection constantly dropped out. Signed up to pay £17.99 a month, they then charge extra for the router and add on McAfee security without your consent at another £9.99. My bill then came to over £30. None of the invoices or charges ever made sense. Was on hold for over an hour to speak to customer services. Tried cancelling as I moved and it never worked anyway, they said it would cost £180 or £60 to change the address. They then said if I take out a new contract at a higher cost they will transfer it for free. Reluctantly agreed, they gave me no cooling off period when attempting to cancel this contract. After spending in total about 8 hours on hold I finally spoke to a "Team Leader" who agreed to cancel the contract (this being after multiple calls and told something different each time I called) This was in Oct, it's now January and they are still attempting to take money from my account. First £120, then £98 now another £97. They still send me bills which again make absolutely no sense. The team leader is called Blake Rowland who told me it was cancelled. I've informed him of the multiple attempts at taking the money which he said he would sort, he obviously hasn't. AVOID this company at all costs. I have reported them to Trading standards, Ofcom and Ombudsman.
Reviewer
Paul doughty
Location
Crowhurst
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible company
Completely non transparent on their deals and charges
Can’t get the same answer twice if you speak to them
They take additional charges on your credit card without telling you
The promised signal is nearly always less
Reviewer
Dan
Location
Barnsley
Date
01/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the worst. I signed up as sounded a good deal, within a week my speed was down to on a good day 4mb but usually 1mb. I spoke to them and they would say wasn't a problem at their end. I upgraded my router at an additional cost to improve it. Didn't work was told by customer service I could cancel my contract. Moved to Sky where i now get 500mb for £10 more a month. Now Onestream are threatening me with CCJ for £192 that I will not be paying. Horrible company avoid!!!
Reviewer
Arran
Location
Bolton
Date
30/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
The worst company I've ever had the misfortune to deal with, they load your bill with extras that you are opted into without your consent. These are free for 2 months, presumably so that people will be unaware of the increase until it's too late, I only became aware of this by chance when I came across the dozens of poor reviews from people with the same experience. I'm currently stuck with a bog standard router I didn't want or ask for that I'm going to be forced to pay nearly £50 a year for and that at the end of my contract I'll have to return at my own expense. I was informed that if I want to end my contract early I'll have to pay the entirety of the contract in full.
Customer 'service' was just plain aggressive and unhelpful.
Hopefully this review can save somebody the dreadful experience i've had, as well as a not insignificant amount of money.
Reviewer
Richard Edwards
Location
Eastbourne
Date
28/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just Dont do...
im so annoyed now
They advertised £19.95 a month service, its a con
you cant access account details, change account setup online, can only ever be done via online chat at weekends or over the phone
they set you up with a £30per year antivirus package without authorization,they tell you, you have to cancel package before they debit your account and just take money from account,
they even charge an extra £3.99 for some assured service, but how can you cancel that, after theyve taken money by direct debit.then only by contacting them
then they charge you £10 for cancelled direct debit and no dd payments
bunch of cowboys will fleece, avoid at all cost
Reviewer
RichGB
Location
Midlands
Date
27/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Wish I had seen these reviews first, I thought Vodafone were bad Onestream are far worse, Many Many Broadband outages for no reason, no problems with other suppliers, slow speeds, extras added onto the bill that you have to fight to get back, luckily only 12 month contract so can cancelled asap to never return.
Reviewer
Renata
Location
Desborough
Date
24/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
About Onestream, let me think????? If I could they will have 0 stars. No communications from their side. Internet is sh.... just few meters from router is disconneting. Taking more money without informing for what and when will be taken. My promotional offer was finishing and did not realize till my DD was taken with higher amount (did not receive email with information that my promotional period is coming to the end), so I have missed DD. Few days later receive txt msg that bill need to be paid ASAP but with missed DD fee which is £10. I have called and informed that will pay in few days my bill. They suspended my internet literally 5 DAYS after missing DD. So while on call with information that I will pay in few days I have asked what is the best offer they can do for me, just to be told they cannot say anything till my bill is settled. So I have decided to cancel their services. Next day after the call I have received email with information that my promotional offer is finnishing in 3 DAYS and the best offer what they can do will be DOUBLE what i was paying. When I settled my outstanding bill I said I would like to cancel their services but because bill was paid till the end of month I said to cancel at the end of month. So few days later I have surprise NO INTERNET. Another phonecall to them and just to be told it has gone through cancelling department and they cancel my services (at that day I had still 12-13 days left of the month). Few days later I have received some money back. I have send email with complain why just only this amount, their response was that there were added additional fees £10 for missed DD and £15 for broadband being suspended. AVOID with any cost
Reviewer
Stewart Menzies
Location
Scotland
Date
23/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Please please do not sign up to Onestream. I tried to cancel after the first week as the Wi-Fi kept crashing. They said there was a months trial period but after contacting them to cancel no one got back to me. I eventually got a threatening bill for £75. I eventually got through to Christian Headley who gave me his email address and said he could see it was cancelled within the trial period so he would inform the payments department. So fast forward to last week I got a final demand notice for £45.78 which I decided to pay to get rid of them. I could not pay this bill via their online payment system as it didn’t work. I tried calling the number they gave for their payments department at least 10 times (for at least an hour) and couldn’t get through. I now have had a bill sent telling me I have a note put on my credit file and it will affect my credit score for something that clearly isn’t my fault. Onestream do not answer emails, the online chat doesn’t work, no one from customer service answers the phone and the online payment system does not work. I am absolutely disgusted and livid by the way I have been treated by them. Please please avoid this company at all costs!!!
Reviewer
Louis
Location
London
Date
23/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unscrupulous, cheats, liars. Avoid at all cost.
I joined paying £18 for first 6 months and by the end I was paying £42 a month. Extremely sly price increases (burying announced price increases in the fourth paragraph in an email). Then no emailed statements. Internet speeds were often awful - not unusual to have 2mb download speeds. Then I spotted they require the router to be returned after the contract ends - again buried in an email which could be easily overlooked, and so I dread to think what the fine would be if I didn't return it.
Not sure how they're permitted to trade and sell their products as they do.
Reviewer
Dave
Location
Telford
Date
20/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thankfully cancelled prior to connection, ascending prices, no mention of the McAfee and other add ons. Despite insisting I cancel still kept getting progress emails etc then a router turned turned up. Told them to return to sender then a long expletive filled email as I was at the end of my tether. Avoid at all costs, the reviews are true!!
Reviewer
Anna
Location
London
Date
17/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The worst broadband service ever I deal with.After 18months contract decided to switch with other provider.My agreement with Onestream finishing on 29.01.23 from 5th Jan try to call them and give them a notice I'm leaving, finally on 16th after not very nice conversation with rude customer service staff I was able to stop my service will onestream I ve been told that my account and broadband service will be closed on 16thFeb - what they did they cut me off the same day,no broadband,no service - they didn't even bother to wait until other provider will overtake me.WTF I rang them next day to check why I was disconnected the same day I told them I'm leaving -what I heard was ,yes your account was closed immediately so we cut you off ? Why immediately?If you want to be switched back you need to pay early cancellations fee? Its nonsense.D Don't recommended Onestream to anyone.
Reviewer
Gary Lloyd
Location
Chester
Date
16/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Dreadful company, if having a reliable broadband connection is important to you please use a different supplier.
Despite accepting that there is issues on the line which they've had weeks to fix - they just blame openreach and refuse to let me leave without penalty even though they know the line is still at fault and dropping most days.
Similar to other reviews, they have an attitude of me being stuck with the contact even though its not working, which is really immoral,
Having to pay for extra data daily on my phone so that I can work from home for the charity i volunteer for - which can't carry on so until I can move provider I can't help suicidal people
Reviewer
Joyce
Location
Bradford
Date
14/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst company I have ever dealt with. Offer you a deal then keeping changing the goalposts. Adding on extra charges for products not required, then after offering 12 months at a fixed price and after agreeing,they then add it has to be a 24 month contact and second year is double the price! Advised 14-16 days connection followed by an email saying an engineer has to come out first which will be in 4 weeks.Now trying to charge me over £500 cancellation despite cancelling same day I received details
Reviewer
BK
Location
BK
Date
12/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The WORST MOST INCOMPETENT COMPANY IN THE WORLD!!!! If I could describe the hate!!! I have for this company!!!! Save your self!!!! Stay away!!!!
Reviewer
John cross
Location
Sleaford
Date
12/01/2023
Comments:
They aren't worth any stars!!
The worst company possible. bad service provided and threats from them for monies after I'd left, I didn't owe them money.
Use at your peril!!
Reviewer
samah aweis
Location
Dorset
Date
12/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
terrible experience.
Since it was installed, the internet is very slow and keep breaking. I contacted the company in one month and I have got a visit to find that the router is faulty and they contacted the company in front of me with this. one months awaiting router that was never send, so called company to cancel as I never had the contracted speed and not fixing the problem. they refused as they must get 8 weeks to resolve the problem ! of course never refunded the time with poor service as promised.
I moved address, still with no new router, to find out that engineers can't install internet in my new flat ( had 2 visits). contacted customer service and had a very friendly treatment and decision to cancel with no penalty because of exceptional circumstances and the customer service person even asked me to write a review with his name ( which I did ). I cancelled my direct debt after receiving email with cancellation with no further billing. had calls from the company few days after trying to cancel the cancellation ! even sending bill to my old address. and still charging me via backup payment which I disputed with my bank.
Literally worst internet service I ever had. Company doesn't honer their part of the contract by decent service, fixing problems or their own resolution to problems.
Would recommend more know and trusted broadband providers.
Reviewer
Kade Heckel
Location
Brighton
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Worst experience with a business I've ever had. 1. A "system glitch" caused them to fail to ship my router on time, their direct rldebit system repeatedly failed to charge my account and then they did not give me a deadline to make up the payment before terminating my account and billing me £300. Their customer service over phone is awful and you will wait over an hour for an agent. I once emailed a complaint and instead of recev8ng a response in 3 days it tool 3 weeks. Do not give them your business and tell all of your friends to avoid them. This company does not deserve to be in business.
Reviewer
Geoff H
Location
Newcastle
Date
10/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good Points
Actually not terrible for basic internet connection. Resell vodafone so performance is generally good.
Bad Points
Terrible billing practices. Lots of extras you need to spend time canceling
Cancellation process in general - Billing department who is happy to charge but refuses to provide invoices.Terrible escalation process - You might as well talk to a brickwall
Thankfully ability to dispute charges via Bank when providing evidence of shoddy customer service.
Totally backward company - How they are still in business baffles me - AVOID
Reviewer
Dayvd
Location
Canterbury
Date
09/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Must be one of the poorest provider I have ever used, connection slow and often falls out.on contacting their office they check broadband speed and say everything okay???
Reviewer
Besterah
Location
London
Date
31/12/2022
Comments:
Absolutely awful customer service. overcharge without informing you, no communication at all. Moved to an alternative broaband provider when my contract ended and they still charged me even though I never used their service and refused to refund me even though I moved services outside of minimum contract. Rude customer service antd not helpful. Will report to ombudsman and ofcom
Reviewer
Pharrella
Location
London
Date
30/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst, WORST!!!! 5 months contract I’ve ever had with any company! The agreements was £19.99 a month & yet every month I was charged over £30. Last bill was even £55. Missed a payment to make sure my bill was £19.99 and now I owe them £151!!!! STAY CLEAR!!!! Seems like around Xmas times, they’ll looking for money
Reviewer
Lynsey
Location
Shropshire
Date
28/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Cancelled Sky to swap to one stream because of the price - have had to apologise to sky and return as Onestream did not actually connect me and I will have gone without internet for 3 weeks, over Christmas too. Avoid.
Reviewer
Haydn
Location
Oakdale
Date
26/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
Awful company with terrible customer service, addons that are hard to remove and a service that is hit or miss.
They are cheap for a reason, that reason being they are shockingly bad. I had to fight for months to get money back from a service I had cancelled.
Please do not use this company if you're trying to save money. Read the reviews, most are bad because it's true. Pay that little extra and get a better service.
Reviewer
Mark Boden
Location
Blackpool
Date
23/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Thankfully canceled service before it went live. I was receiving emails from them stating my details had been leaked on the "darkweb" and needed the McAfee packages. Was charged to C/C even though service cancelled. (Thankfully c/c company refunded)
Reviewer
Glenn
Location
Oxford
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
As others have said This organisation is at the bottom of a pile and not of Broadband providers. Had I known their affiliation with Vodafone(y) I would not have bothered. Clearly failure in the UK is the only notice they will understand. Don't wait pull the plug as soon as you can.
Reviewer
geedi
Location
Ealing
Date
18/12/2022
Comments:
This is the worst internet provider I have ever had. The internet is bad that you can't watch anything and their is no one answering you emails. They charge you more money than your contract is and if you contact them they will tell you that you will get your money back but they still charge you more. This is a scam and they store your card details so they take the money if you stop the direct debit. Their so-called live chat doesn't even work. Alla and all it is bad for everything
Reviewer
Ray Coombd
Location
Cornwall
Date
13/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Onestream Broadband is okay but their customer service is absolutely atrocious and bar far the worst I have experienced in 21 years of being online.
Reviewer
Dario
Location
West Ealing
Date
12/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid ! avoid !
Last three month they customer servise try best to sort out my line but no effort at all nothing come better.
Customer service awful waiting and waiting and waiting.
Never again.
Reviewer
Eddy
Location
London
Date
10/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Honestly, the worst company (not just broadband provider) I have ever dealt with.
Sneak in addition charges a few months even when you explicitly ask not to add them.
Cheap router, slow speeds (under contracted), TERRIBLE customer support.
My calls were not answered, they quickly scrapped live chat after everyone found out how bad they were and then they send emails from do not reply addresses.
Whoever set this up is a fraud.
Reviewer
Lyndsey
Location
Bolton
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst internet company I have ever come across, customer service is non existent.
First they try to charge you all sorts of add ons that you don’t want, then the signal and internet speeds are terrible. I live in a 2 bed terrace and sometimes couldn’t get a signal right next to the box.
They refused to accept this and I was awaiting responses for weeks at a time.
Finally i decided to cancel which they were not for allowing and told me I was wasting my time referring my case to the ombudsman. I ended up having to end the call as they tried to strong hold me into staying in my contract where i wasn’t getting a service!
Now they are charging me £16 for cancelling my direct debit and a months bill (which they sent late and are now charging me a late fee for) after I asked for a final bill so i could contend it.
DO NOT USE THIS COMPANY
THEY WILL NOT PROVIDE YOU THE SERVICE YOU NEED AND THEY WILL CHARGE YOU FOR THINGS YOU DONT ASK FOR.
Reviewer
Emil
Location
Barnsley
Date
08/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Unless you want a mental breakdown PLEASE STAY AWAY FROM THIS COMPANY. They are the worst company ever in history, I honestly don’t know how they’re still trading
Reviewer
Mr Mellor
Location
Stoke
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The bill went from £25 pm to ££33 pm with out notification
Reviewer
Kathryn Palmer
Location
Worcester
Date
05/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Router keeps loosing broadband connection,price increase with no notification. Only automated reply to email, waiting for long time to get to talk to someone on phone,just given up.Apalling customer service
Reviewer
Paul
Location
Nottingham
Date
02/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Very bad practices preventing people easily ending contracts. Still not able to confirm my cancellation and reluctant to send any written confirmation of this.
When offered an 18 month contract one presumes it's for no more than this period but that's definitely not the case with Onestream!
Reviewer
Sara A
Location
Midlands
Date
01/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Whatever you do, dont sign up with these clowns. They opted me into some insurance policy that I insisted they could not do without my consent, They have been taking the money and are refusing to respond to my complaints - ombudsman here we come
Reviewer
Ben
Location
Suffolk
Date
30/11/2022
Comments: