Onestream Home Broadband Reviews

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!!

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.

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.

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.

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.

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.

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.

Absolutely shocking broadband. Whatever you do. Don't get their broadband!

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

Broadband issue solved very quickly. Thank you Tom.

Was having problems but customer service advisor Alex B was great

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

Alex was extremely helpful online. Sorted the enquiry quickly and effectively.

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

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

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.

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.

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.

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?

Very helpful, talked me through obtaining internet connection, very pleased