Onestream Home Broadband Reviews

Avoid..
I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.

Avoid at all costs - the actual broadband was patchy and slow (although not unbearable).

The worst bit though was in the middle of our contract they claimed they could no longer afford the discount set out in the contract and raised the price from £13 to £25/month. Shortly after the price rise kicked in they then lowered their prices again for new customers.

Dishonest, disingenuous and just poor.

I actively avoid confrontation, and yet I'm utterly exhausted from dealing with this company and trying to rectify their mistakes. Never have I seen such incompetence: within just six months of my time with them, they managed to overcharge me, change the guaranteed speed *AFTER* I'd signed up (then fail to reach even the new minimum speed), dodge my emails, incorrectly charge me engineer fees twice only to later rescind them, and finally wrongfully chased me for money after I'd cancelled.

Terrible customer service, all the staff I spoke to were young casuals who I had to pity: they'd been given no training or resources to actually help, instead they awkwardly sympathise with your complaints without actually providing a solution. Reeks of ownership and management that is incompetent at best, but probably deliberately deceitful.

I have not had problems with the speed or reliability of the connection with OneStream, however, I was unable to use my Chromecast with it, I was paying 3 times the price of what I thought I would be paying but the worst was when I received a letter to say that OneStream would take legal action against me, despite, themselves having broken the terms of our contract, despite myself informing them in writing that I do not agree to the new proposed terms and I wish to cancel my connection and despite having already been assured by OneStream's customer service via email that the account was closed and no amount was owed. It is outrageous being threated with legal action for not having done anything wrong, just because OneStream are incapable of keeping up with their records. Also, there is no means of speaking to anyone during COVID. Appalling service overall.

been whith them for over 2 years on they basic broadband for me its beeen excellent had to call a cople of time annswered phone strait away and sorted problems out straitaway very frendly staff if they give me the same deal will rejoin for a 3rd year can not falt them .

*WORST BROADBAND OUT THERE*

I honestly could not dislike a company more than onestream. They have the most rubbish internet out there, we've been paying £29.99 for over a year for their super fast fibre broadband and even when your 1 metre away from the router you're still on buffering for minutes on end before you see the page. They also have the worst customer service, I was basically called a liar when I had try to complain about the internet speed and I was told that the internet is working and is very fast despite not being able to use it.
DO NOT I repeat DO NOT use them for broadband. Save yourself the misery and stress, now going to virgin media for £24.99 and looking forward to it!!

Avoid. No interest in customer support, and if you escalate anything to the "Executive" team, they will flat-out argue with you and be rude. I am having to take legal action against them. Read the reviews - simply the worst.

Broadband was fine with good broadband speed. 8 Months into the contract and in the middle of the Corona lockdown they cut of my service without any warning, phonecall or email. Customer services were then entirely uninterested in helping me get set back up. Would not recommend and am now with an alternative provider.

THIS COMPANY IS AN ABSOLUTE SHAMBLES. I DEEPLY REGRET JOINING THEM. THE RATINGS I HAVE GIVEN THEM IS ONLY BECAUSE THERE IS NO PROVISION FOR A 0 . I URGE EVERYBODY NOT TO SIGN UP WITH THEM.

Utterly horrendous. The broadband doesn't work there is no customer service... no replies to emails or complaints.
Am left with no broadband and no one to help.
Losing money with my business. Wouldn't wish them on my worst enemy.

Ok, So I went with Onestream as they were cheap ..really cheap when compared to others. I'm a grown man & should have really known better in fairness.

Ordered FTTC (Fibre to the Cab) - but the order was then changed to normal Copper dal end to end as there was no capacity in the local exchange for Fibre ...despite me being able to order it via their website. (Strike 1)

Everything was ok for the first 4/5 months ...not amazing speeds - but enough to work with.
Then the problems started ......

All of a sudden my broadband price DOUBLED, and some rubbish email from them claimed this was due to the COVID-19 situation.... How/Why/WTAF ? (Strike 2)

Last month I had a fault on the line, line had noise on it, broadband would drop out for a few hours at a time. Tried reporting it to them via their amateur website & to be frank about it - I've had better trips to the dentist.
Was constantly told there was no issue found, it got to the stage where I lost my cool said I was going to a different provider. All of a sudden a 'fault' was detected on my line. I can only put this down to a pure coincidence (Strike 3)

So to recap, (1) I didn't get what I ordered in the first place. (2) My price has doubled due to a nasty flu like bug (3) They need to be forced to look into problems.

3 strikes .. I'm out and heading towards Plusnet

Stay safe & stay clear of Onestream broadband

Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!

**Avoid at all costs**
I was in a difficult situation where there was a possibility I was going to have to move due to covid. I enquired about my options and the associated costs of terminating my contract early (without actually confirming the cancellation), as it transpired - I moved house and asked to have the service relocated. I contacted onestream to process the transfer and they advised that the contract had been terminated, I would have to pay a early termination (which was the balance of my contract in full) and then pay again for a new connection!!! Effectively meaning they want me to pay double for the same service. This means that they are trying to directly profit from vulnerable people caught up in convid. Disgusting behaviour. When the broadband was working, it dropped out constantly and they never offered compensation for each drop out. Do yourself a favour and select another provider at all costs!!!

Log a complaint quite few times, yet no action taken. Infact they promised to take action in three days. Now, its has been more than 2 months. Always internet interruption. My advise to others, leave them, don't even come close. Look for other reliable provider.

very poor customer service .no one to help no phone line working for them ,only live chat ,thy put you on hold for a long time and the end you tell you someone will call you .very very poor i advise no one join them even for free

We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!

I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
Maybe this ought to have given warning bells! No support at the weekend!

Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.

But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.

We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
If this wasn't bad enough, we couldn’t contact anyone about it!
Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.

Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.

E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).

When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)

As with a lot of people, work and food supply is online so this is not great.

It really has caused so much problems already.
Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.

We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!

The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!


UPDATE:
We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.

UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.

A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.

Joined onestream at the beginning of June 2018, contract was up for renewal this month so i signed up for 36mps at £23.99 a month. Just recieved my first bill, £34.99, and when checking thier website its now listed as 34.99. Customer service doesnt exist, lost my first router in the post (hermes). Only plus was good reliable speed. I'm now attempting to get out of this new contract which i did'nt sign for and can't afford.

If I could score less than 1 I would do. I joined Onestream back in December 2019. Since then I have not been able to receive incoming calls. An Openreach engineer visited my house and told me that Onestream had not transferred my number from my previous provider. My emails are ignored and this morning it is impossible to connect with an online advisor. Customer service is useless. Avoid this provider at all costs.

Never call you back, was fobbed off so many times! Got to the point I cried out of anxiety because of how much I was being fobbed off. Had no internet for weeks at a time, one time over a month! It even happened when I first joined them, and I was in the 14 day cooling off period so tried to switch to another provider but they blocked it because they attempted to contact me a whole week after my initial complaint. I am so happy to be free of them. It's embarrassing I had to get my partner to ring them up and use their deep voice (repeating exactly what I already had stated to them mind you) before I got any compensation. Incompetent. You get what you pay for.

Avoid this company at all cost shocking bad service my internet went off 6 weeks iv had to move to another provider its a joke avoid avoid