Onestream Home Broadband Reviews

Jai was excellent in helping me with my concerns in a prompt and professional manner. I am very grateful.

Alex was great!

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.

Brilliant customer service, explained anything I needed to know and sorted my issues fast and efficiently.

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.

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.

A superb conversation with Alex.

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.

Charged us £199 for a ‘missed appointment with an engineer’ which they gave us less then 24 hour notice for

ALEX was very kind to resolve my billing issue .thank you for the good service .

Alex was really helpful after having had no wi fi for weeks. Thank you

Alex handled my enquiry very efficiently.

I am very happy with the price match and service provided.

Alex B was very helpful in answering my query.

Alex was great, answered my question and sent me all the info I needed!

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.

Very helpful customer service assistant today- Alex. Dealt with query v efficiently.

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

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

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.

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.