Onestream Home Broadband Reviews

Thank you for your help over the phone today Priya

You pay in advance yet with 5 days left want to charge a direct debit or £241 early leaving charge if you cancel you direct debit

1. Instead of the advertised £23.50, I had to pay £31.80, and £34.80 after 01.04.2025. It is nowhere stated that the customer has to pay for a router every month and rent of something.
2. They provide poor internet. It was slow and used to disappear for a minute or two from time to time.
3. My new provider couldn't contact Onestream to let them know that I want to change, like providers always do between themselves. So, I had to do that myself.
4. Changing the provider, I had to pay to both during a month.

A rip off company with so many hidden fees. They try to sign you onto antivirus software which you need to turn off yourself if you even know it's there.
Their cancellation fees are beyond ridiculous, charging nearly £100 for an 'activation fee' claiming they don't charge you one at the start. They also charge for your router for some strange reason if you decide to cancel, not forgetting the monthly fee they charge you for it.
Their speed has been fine, but is not worth the price. I'm moving to Virgin with speeds six times faster and cheaper monthly amounts - but even then they tried to charge me £200 leaving fees for having the new live date in my last 30 days.
I would avoid this company like the plague.

Absolutely terrible company who do not follow their own contract. I tried to cancel by email at the end of my contract and gave notice, but i was replied to two weeks later and told i need to call them. I called them, waited 1 hour to get through to be told the 30 days would begin from the day i called

Their contract states that notice can be given on phone or email, in clause 11.1.1 in their own terms and conditions, and they were not willing to honour that. The advisor argued with me on the phone, talked over me, and even the complaint handler laughed over the phone, and now states i need to PAY postage and packing to return the router to them (a router which i purchased).

Don't be fooled by low prices, they will soon shoot up to £40 whilst in contract, and they treat you absolutely terribly.

I was given a "free" trial for McAfee that I didn't ask for and never activated. Few weeks later I was charged for a year's worth of the service, with no possibility of getting a refund. ????

Absolutely a scam. Avoid at all costs.
The internet service is a complete joke — I couldn’t even hold a basic call. I spent two months going back and forth with complaints, giving them multiple chances to fix the issue. Nothing changed. In the end, I had to give up and sign with a new provider just to have working internet.

Now they’re trying to charge me £400 for early termination, even though they never delivered the minimum service required in the contract. I’m currently disputing it.
Unreliable, unresponsive, and borderline fraudulent — do yourself a favor and stay far away.

My go-live date was set to 18 June '25. It is 10 days after and internet still not working. Support is clueless, telling me to wait for another 24 hours. As per my modem logs, their server just rejects my PPPoE requests and not sending back PADO packages. Definitely problem is on providers end. Openreach engineer visited and confirmed, that the line is fine, DSL connection is perfect - provider should double-check their settings.
The worst broadband provider I've had in my life. Compensation claim is ready to go.

Sanjit the advisor on the line was extremely helpful and went above and beyond to assist me with my installation problem which he hopefully sorted to my complete satisfaction

Sanjana was really helpful when I had problem setting up my new modem.My problem was no instructions how to connect new system.
Santana explained very clearly what I had to do and problem was solved very quickly.Many thanks for your help Sanjana.

I've been trying to leave Onestream Briadband for years, and months before my last contract finished I asked many organisations to help me leave without being charged, as I know how sneaky they are with tricking you into added charges, but when I called them over a month before my contract finished they said it was too early, and when I contacted them just before a month they said I would be charged if didn't give them 30 days, but I said I wanted to leave anyway. Then man on the phone said they look after loyal customers and could price match another company I was going to move to, so I agreed to a 12 month contract at £25 a month. I checked 5 times with him that it would be £25 for 12 months and no other charges and he said yes. £20 has been coming from my account for a few months, and then they suddenly took out £50 yesterday. They've been fined by Ofcom before for tricking people into charges they didn't know about. I'm going to be really depressed if they start charging me £50 every month when I can't afford it. I hope Ofcom will help me.

I took a Onestream deal through a comparison site. I rang Onestream to check when my broadband will be active. While talking with a representative I told that the deal through which I joined was no longer valid, and my monthly payment was going to be around 50% higher plus a £14.95 for the initial set up, so I quit. There was no equipment sent, checks or set up performed. I checked my current account and saw that there was no direct debit established for them in my account so I thought that was the end of it.
However, I discovered that Onestream did proceed to deduct £14.95 after I have cancelled. I thought this was just a mistake, and I expected my £14.95 credited back. I rang them again to know when to expect this credit. They informed me that the £14.95 charge was not refundable and it covered the cost of setting up an account (!). As far as I am aware there was no mention of this in the offer and was certainly not mentioned during my subsequent conversation with Onestream.
I do not know how many people have fallen for this apparent mistake. In any case, I think it is highly unfair that such a charge is made to customers as this is just administrative overhead, and what is worse, the charge remains hidden from the customer until it is too late, according to Onestream.
I sincerely think that Onestream should return this charge

Unreasonable price increase
On 1st March, I received a email stated an increment "The cost of your services will increase by 7.5%".
As a normal customer, I expected the cost will go up 7.5% from £33.95 to £36.50 but actually the latest bill shown that I need to pay £38.45 (+13.3%). Their CS mentioned the increment is on the Standard Price but the Promotion Discount maintain unchanged and required a customer to understand their industry practices. Please consider seriously and check your bills if you pick this company.

One star is being generous! All I have experienced is absolutely shocking customer service. Internet was due to go live on Monday last week, 8 days later still not working. Spent at least 5 hours communicating via live chat or on the phone, nothing has been resolved. I have been lied to on so many levels, by so many different members of their team, it is getting ridiculous. If you are unfortunate enough to to be in a situation where your internet doesn't work, they will send an engineer costing you £200. During the last week I have discovered that Onesteam has been reported to Oftom multiple times, and has now been removed from multiple price comparison websites such as uswitch, gocompare and moneysupermarket, due to their disgraceful service. Stay away, you have been warned!

Absolutely horrendous site, tried charging me £337 to cancel my WiFi early, as I’m having money issues and need to move home with my parents. Literally works out cheaper to continue paying it which is insane. Would not recommend them to anyone and honestly shocked at how poorly they treat people.

Avoid this company at all cost.

Daily I have issues with my Internet, when ever I say that there is an issue they say their testing says its not. I end up using my phone to hot spot, which works better than the WiFi.

They will give you a price, but the charge you an extra £4 a month without tell you on the phone.. this is insurance to cover the cost of testing when there is Internet issues and your are supposed to be a priority for them to fix. Biggest joke because it won't get fixed.

Then if you want to end your contract early, you pay what is remaining, which is expected. But they charge on top a £99 activation fee, when this was questioned they said its because they do not charge one when you set up and £125 route fee because your renting it off them.

Scam, joke, appear cheap, but so many hidden charges

Careful! Fraudsters
I chose them for internet in 2023 but left the country in 2024. They would not let me terminate the contract in advance, I had to cancel after I already moved abroad as they apparently cannot process a cancellation. Being abroad I tried to manage my account online but the account/website can only be accessed from within the Uk. They never provided any printed out contract and it was impossible to get a customer service email not being able to use their website. They finally got in touch after I cancelled my direct debit and told me they let me cancel but I have to send back the router. I have never been made aware that the router they have sent out to me wasn’t mine. They really try charging me 250£ for an old router that ended up in the bin long time ago. I do get threatening email twice per week that they will take further action. Suddenly, customer service seems eager to get in touch.
Online speed was the worst I ever had at this address and all in all a very regrettable experience. Avoid at all costs.

Onestream set up a new broadband connection for me AT THE WRONG ADDRESS. Since then, they have been absolutely awful to deal with – they've acknowledged it's their fault, but it's been weeks now and I've still not received any compensation or even a date when I can expect my internet to start at the correct address!!! Whatever you do – pick a different provider, Onestream are utterly incompetent.

Sign up was easy enough, but cancelling at the end of the contract was a nightmare. Customer service agents use deceptive practices and outright lies to steal more money. They also propose ridiculous ideas such as “instead of cancelling, why not transfer your account to a family member?" (at the non-introductory rice of £45+pm!)

Another example: you can’t cancel until exactly 30 days before the end of the contract because “their systems can’t process it”. If you cancel after this precise 30th day you have to pay to extend the contract beyond the 30-day term because "you didn’t give [exactly] 30 days notice". BUT (heres the kicker), the customer service agents will tell you that you can cancel anytime within those 30 days and not have to pay beyond the end of the term. Clearly they lied and therefore cost me money because I didn’t call them on that exact day. Not quite sure how it’s legal when I gave them 90 days and 60 days notice – very much not my problem their “systems” can handle it.

I saved records of my chat transcripts, but apparently they don’t!

100% avoid, the slightly cheaper price is not worth having to deal with fraudsters.

Awful company

Contacted to discuss awful service speeds. Rarely exceed minimum guaranteed 35Mbs despite having an 80mbs contract

Couldn’t have cared less

I’m going to leave as soon as I can