Onestream Home Broadband Reviews

Keep well away from this lot!!!!

I signed up for this lot but after reading reviews I cancelled. Nevertheless a router was posted to me. After speaking to a live chat member, I was told to send it back with the courier when it arrived.
On 26 Feb I received an email asking for the router to be returned. I told them I had sent it back. On 19 March I received another email asking for the router to be sent back with a threat of charging me £52 if it was not returned. I have sent another email to them.

Within 3 days of joining Onestream, I knew I'd made a bad decision. Connection was intermittent and speeds were dire. Customer support is poor as only live chat is available. Fortunately, I raised a complaint within the 14 day period and they allowed me to leave free of any penalty charge. My advice to anyone thinking about signing up to Onestream would be to think again. I've been with Sky, Plusnet and EE previously but I've never experienced anything like the issues that I have with Onestream. Go elsewhere and learn from my mistake.

Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!

Their website mentions no in-contract price hikes and it is a complete lie. We were on a £17.99 12 months contract and it went up to £30.98 within months. They are thieves...
I couldn't even believe they get away with stuff like that

Exceptionally terrible. I've been waiting 2 months for a service from them and they give me nothing but empty excuses time and again. Each time they promise they are doing everything they can, and week after week they do nothing. A truly useless bunch of wastrels. Avoid like the plague if you value your time.

AVOID!!!!
I am finally able to get on my computer and write this review......that's because today I finally left this god awful company and my old provider took over my connection. I have never experienced such dreadful service.
NO phone contact
Online chat was hit and miss.
First 4 days were fabulous then it just went off and could not reach anyone. I never knew when i was going to be able to connect and work from home. They close at 5.30pm Mon-Fri and closed over the weekend - ZERO Help during that time, well zero help during office hours either! Could never reach anyone by phone, no reply to messages for call back. When i finally did get a call it was to ask "if they could sort this today would i consider staying with them" HA! I had been struggling with them for TWO WEEKS - 2 weeks it took them to try and rectify this and that was also a week after i submitted my cancellation form (from work as i had no internet at home)
Absolute Joke of a company and Zero customer service!!
AVOID AVOID AVOID at all costs!!!!!

I placed an order for broadband and all I ever was an emil acknowledging the order. There was no router delivery and I could not speak to anyone in order to resolve the matter. In the end I had to go through my bank to get a refund of the initial payment. AVOID THIS COMPANY LIKE COVID19!

Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.

Avoid these people seriously service is non existent. They need to be held to account.

Avoid this company unless you want to lose your internet connection and not be able to contact anyone to rectify the situation. This company should not be trading!!

I'm reasonably happy with the connection I've experienced so far. Nice and fast, and the package was discounted when I started so very cheap.
Customer service is varied; I gave one rep a 5 star review he absolutely deserved, but I had others I'd happily drown for the good of humanity, including an email from a snarky manager.
Be aware they ship routers with outdated firmware from 2018 when there were serious issues with the FBI and Avast flagging known DDoS and Cryptohacking attacks; Avast Threat Landscape Report 2020 expected increases in these and there is evidence of personal data being grabbed when going through comprimised routers.
The Technicolour router they supplied me has no auto-firmware update meaning that security patches are not updated. They currently have no services for customers to download firmware updates and I have asked for this security concern to be escalated.
In fairness, they are NOT the only ISP who does this, and I have confidence that they will address this glaring issue promptly to demonstrate a leading role among ISP's.

tl;dr Reset the chat if you're landed with a dork and try again; excellent speed; wave their failings publically and watch them shine; learn internet security, it's YOUR responsibility too.

Shocking service. Should have gone live last week, but still haven't received router. They are completely uncontactable - don't answer their phones, respond to emails or engage on their web chat. Avoid at all costs!

AVOID - raise prices mid-contract without any notice and then charge you extortionate amounts to leave, citing some lost line in the small print of that contract they know people don’t read. Extortion and corporate greed at its finest. Not to mention constant issues with broadband cutting out and a non-existent customer service (until they want money from you!!)

BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........

Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run

Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run

Just wanted to leave a quick note to thank all the people who have reviewed this company and left the negative reviews. I’m glad I did my research before almost signing up. Seems like I dodged a bullet! So these reviews definitely make a difference! Thanks for the heads up.

Please people do not sign up with these pirates service is useless customer service is useless they refuse to resolve issues but are happy to continue to taake money from you. I am in the process of getting rid of these mugs and jump to another provider, If you sign with these you will wish you had not. They totally refuse to accept faults

I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.

I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.

I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.

And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.

I paid the £50 deposit then they mailed me to say that if I wanted the speed that I'd asked for I would have to pay another fee to BT Connect for ADSL between (£70 - £190). I immediately cancelled but now they wont return my deposit so I'm taking them to Small Claims Court very soon.