474 Customer Reviews over 12 pages
-
- Location
- shropshire
- Reviewing
- Onestream
- Date
- 2020-01-08
- Comments
-
the worst switch we ever made at best you don't get stated speeds with constantly cutting off and rebooting of the hub some days it becomes unusable. it may be cheap but so isn't worth the months of phone calles to no avail and no fix or refund offered, even when they said we won't charge you for periods of slow speed or disconnections they still take there money. avoid this company at all costs!!!
- Location
-
- Location
- Shropshire
- Reviewing
- Onestream
- Date
- 2022-11-07
- Comments
-
Avoid Avoid Avoid
Awful connection
Awful customer service
Once I cancelled my contract andceas told there was a zero balance, I was being billed for more, took over 2hrs of phone calls to finally sort this mess out. NEVER AGAIN
- Location
-
- Location
- Shropshire
- Reviewing
- Onestream
- Date
- 2022-12-28
- Comments
-
Cancelled Sky to swap to one stream because of the price - have had to apologise to sky and return as Onestream did not actually connect me and I will have gone without internet for 3 weeks, over Christmas too. Avoid.
- Location
-
- Location
- Sidcup, Kent
- Reviewing
- Onestream
- Date
- 2024-01-21
- Comments
-
New customer…so far perfect.
- Location
-
- Location
- Skelmersdale
- Reviewing
- Onestream
- Date
- 2022-08-04
- Comments
-
Absolute garbage 15 months of hell ended up paying to get out of it and went vodafone what a difference its like comparing ronaldo and me and trust me thats as far apart as you can get, if u want cheap fibre that drops out every 60 mins then go for onestream or pay £6 a month for all singing with 4g dongle and booster box try vodafone trust me the difference is staggering, funny thing is onestream badgered me to death when they found out i was leaving, their router is the worst router u can get
- Location
-
- Location
- Sleaford
- Reviewing
- Onestream
- Date
- 2023-01-12
- Location
-
- Location
- Slough
- Reviewing
- Onestream
- Date
- 2024-04-24
- Comments
-
Low speed on internet, charge you for something you never asked for McAfee and very rude customer service agents.
- Location
-
- Location
- South Croydon
- Reviewing
- Onestream
- Date
- 2023-05-23
- Location
-
- Location
- South east
- Reviewing
- Onestream
- Date
- 2019-08-05
- Comments
-
Internet went off Friday evening. Onestream do not offer support at night or on the weekend. If I had known this I would of never signed up. As of now it has been four days and still no internet
- Location
-
- Location
- South West
- Reviewing
- Onestream
- Date
- 2024-05-18
- Comments
-
Disgraceful company using underhand tactics to trick customers into paying more than they advertised. Customer services are appallingly rude.
This company will not last simply down to how they treat customers.
- Location
-
- Location
- South West England
- Reviewing
- Onestream
- Date
- 2023-03-20
- Comments
-
Avoid! Almost impossible to contact. Onestream supposedly removed an added value service that is pure profit, discovered it has been billed every month. 66% price increase after year one to £46.33 per month. Ofcom complaint for breach of licence to be submitted
- Location
-
- Location
- South Woodham Ferrers
- Reviewing
- Onestream
- Date
- 2023-03-21
- Comments
-
What an absolute shamble of a company. The broadband speed is appalling as checked using the Openreach test says the download speed is 49 Mbps, whereas Openreach says 5.5 Mbps. When using Amazon fireTV, it keeps stopping and restarting, so it's definitely not right! No discount on the broadband speed as their software says it's OK! What bulls..t
Now they are also putting up the annual price, by 17.3% - wtf! It's in their terms and conditions, so there's no chance to argue this (rate of inflation plus 3.9%). So how does a monthly bill of £23.21 got to £28.71 (£5.50)? £23.21+17.3% is £4.02 ... its because they offer you a price, discount it, add vat but don't still give you the same percentage discount!
Stay clear
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2023-09-21
- Comments
-
Worst customer services in the Universe, never answer phones , ( hours spent) email the same , that’s if you can find a email that works, resorted to record delivery, guess also ignored. Once in control of your direct debit, they take extra, will ( a lot of extra money). No explanation, someone would need to talk to you. Never received an invoice in a year, never received a contract. Cancelling is nearly impossible, they make it so. Not person from the company has once bothered to look into my issues, they just take unjustified, unexplained , increases in money taken.
Guess make the mistake of getting company to take notice, I wrote a review, guess instead of addressing my concerns, they cut of my internet the next morning.
It was on a Month by month basis, ( I confirmed be recorded delivery) it ran our end Sept , they cut it of 10 days early, and changed £45 instead of £25
Of no one wises to explain, now it’s matter of principle, seeking legal advice tomorrow, onestream customer services no existent ☹️
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
-
Please please DO NOT use this company, i wish i read all the reviews 1.5 stars out of 5 speaks for itself, you will constantly have a problem with the company! My internet has been susspended because they can't seem to manage someone paying in full. You will be waiting hours in a que to speak to someone, you will be lied to and get ready for money to be taken out of your account for no reason, AVOID AT ALL COSTS! DONT BE FOOLED LIKE I DID
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-04-04
- Comments
-
Beyond poor customer service!
I purchased an 18 month deal in January of 2020 which i paid in FULL, around 2 months in onestream had taken out 2 months payments from my account, i rang up and explained that i have paid in FULL and that i should be entitled a refund (the refund came around 6 weeks after this). All was find for the most part of a year until Onesteam decided to charge me again once again! This time the payment charge included a late payment fee of £10, i got in contact and said that i have been in FULL for 18 months and that i am not eligable for monthly payments, i was advised to simply 'ignore' the text until, yet again! Another text, saying i am late on a payment, i got in contact with onestream again and said that once again i do not qualify for monthly payment to which an advisor named Tom said that 'the payment is due to inflation' EVEN THOUGH the text clearly states 'late payment fee' and now of course my account has been suspended so i am left without any internet even from paying the FULL AMOUNT.
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2023-05-29
- Comments
-
I took Onestream on as part of an introductory offer, and the task of unchecking hidden extras is not something I'm used to, but it appears to be a hazard when signing up to these services nowadays. I've found this out the hard way.
When there were faults in the service, an engineer was dispatched to sort it in relatively reasonable time, but I quickly discovered this is because I'd been automatically signed up for the premium service package. Other customers without it have reported difficulty even getting them to answer the phone.
Next, I find that two weeks AFTER my contract has finished and transferral to a new ISP has taken place, they bill me on behalf of Kapersky for a full year of antivirus protection, something I had zero idea would continue once out of contract. Email blurb: "The good news is your Kaspersky subscription has successfully renewed","We understand that staying protected online can be a hassle, which is why we’ve taken care of it for you. The card saved on your account has been charged £59.95 which keeps your identity safe on up to 5 devices." The tone of pseudo-helpfulness is bitterly hilarious.
All of this is intentionally deceptive, ethically disgusting, and ultimately self-defeating, because I will not only never use this company, I will also advise everyone I know against using them. The more customers they do this too, the more word will spread.
To hell with companies that act like this, because they do not deserve your business, and as reviews like this pile up, they will hopefully bankrupt themselves when customers stay away in droves.
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2020-06-21
- Comments
-
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.
- Location
-
- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2020-12-10
- Location
-
- Location
- Southport
- Reviewing
- Onestream
- Date
- 2022-09-08
- Comments
-
decided to change suppier as onestream have put mine up by £10 ,they have ben creaping it up all the way through contract, they have just sent the bully boy tactics telling me i carnt cancel my direct debit , telling me even nif i finish a day early they will charge me ,then telling me i carnt leave as the service has been so good , ect ect load of bullies , and finaly we want our ball back ,they can have there piece of junk back faulty piece of crap ,beware beware
- Location
-
- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2024-02-28
- Comments
-
OneStream charge for cancelled services and left me with no Internet for over a month
Being with One Stream has been the most stressful experience ever. I cry every month and have anxiety attacks because of their incompetence. I am disabled, they are aware of this, and have done nothing to help me or accomodate me. Every month I have to contact them because they bill me for services I have cancelled. They promise they will cancel them and give me my money back, I am yet to see that happen. Service was cancelled within the timeframe so they would not charge me, I believe it was around October. They have been charging me since then.
In terms of internet, they left me with no Internet for over a month. They did not communicate with me, I was forced to message every week twice a week to get anything. I had to beg for updates. In total of over a month I got 2 updates because I forced them to give them to me.
When I called I asked them to provide their tech team with training, as they were meant to have given me updates and they ignored my messages, most of the time doing things I did not ask for to prevent cancellation of contract. They also treated me very poorly knowing I am disabled, trying to take advantage of me. I am yet to receive an update on this training, which I was promised. It's been a month.
When the contract started, they never sent an engineer. After 2 weeks I had to personally contact the CEO of OpenReach to get it sorted. That is the level of lack of care and professionalism of this company.
If I could cancel I would but they do everything in their power to prevent you from doing so. And if you are disabled, get ready to be taken advantage of.
They have no shame. And no, I won't change my review so do not harrass me with your "change your stars" fake Trustpilot image. All the 5 stars you see is the company begging people to leave reviews and asking in a very manipulative way.
- Location
-
- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
-
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.........
- Location
-
- Location
- st5 7AG
- Reviewing
- Onestream
- Date
- 2022-04-27
- Location
-
- Location
- STAFFORD
- Reviewing
- Onestream
- Date
- 2023-10-05
- Comments
-
made the mistake of going for the low price . really poor wifi due to cheap router. keeps dropping out but when reported nothing wrong. can only try and get help between 9 and 5 . A total waste of money . Struggle to connect devices in same room as router . Do not join this service
- Location
-
- Location
- Staffs
- Reviewing
- Onestream
- Date
- 2021-02-22
- Comments
-
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.
- Location
-
- Location
- Stockton On Tees
- Reviewing
- Onestream
- Date
- 2020-11-25
- Comments
-
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.
- Location
-
- Location
- Stoke
- Reviewing
- Onestream
- Date
- 2022-12-07
- Comments
-
The bill went from £25 pm to ££33 pm with out notification
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Onestream
- Date
- 2020-06-03
- Comments
-
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.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-10-30
- Comments
-
I ordered fibre service from OSB as we have a limited choice in this area and special deal was offered. Internet was fast but kept dropping and I had critical need for reliability. I had no responses from customer service by email or phone - just kept ringing unanswered - so we cancelled within 14 days guarantee. OSB took a DD anyway, when I disputed that they charged my credit card. again I disputed.
Very poor communication about service issues, but absolutely rabid about chasing payment. Now threatened with debt collectors and CCJ.
IMHO a company to avoid doing business with.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-11-30
- Comments
-
Absolutely shocking, I would like to call them a company but fraudsters is probably more fitting, these people will do everything to take your money and nothing to help there’s a reason why they’re cheap! Do not fall for it I did worse choice ever!
Even after the contract has ended they won’t let you leave and keep taking demanding money.
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2023-04-25
- Comments
-
Truly horrendous! Particularly in the last year, multiple attempts to force you into added "extras" at additional costs. Forcing you to actively cancel them. No customer service at all. Have tried to contact them three times. Avoid !
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-02-25
- Comments
-
Awful service. Rude unhelpful staff. Never has a company failed it's customers so badly. Avoid like the plague!!!!
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2019-10-07
- Comments
-
Faultless transition from Vodafone but no communication via email wont answer the phone, the broadband is ok but the router is rubbish so terrible wifi now in the house, seems to have a password on the router so I cannot copy the profile and use a better one. To say the router is 'super duper' is a lie it's the cheapest one availible. Shame on you. Especially charging 9.99 for it probably cost less than that.
- Location
-
- Location
- Sussex
- Reviewing
- Onestream
- Date
- 2021-07-15
- Comments
-
Really terrible and definitely one to avoid. They disconnected my old provider and I was then left without any broadband - so far 3 weeks and ongoing. The published price was not the same as the direct debit which was higher and to add further insult they still took the direct debit even though I am still without service. Their tag line is for a smooth transfer device. That’s a lie. Their tag line is there are no in contract price increases. Another lie. They say they offer the cheapest broadband - another lie because they hide the true costs. Their live chat gives an average wait time of one minute. another lie. Not sure how they got a licence to trade but one to steer clear - if nothing else that to preserve your sanity rather than experience their utter incompetence!
- Location
-
- Location
- Sussex
- Reviewing
- Onestream
- Date
- 2024-04-23
- Comments
-
Im upgrading to the 115 fibre package in the hope it works better as my service is intermittent with calls dropping and buffering. I was leaving one stream by Alex B did everything to keep me, so I’ve cancelled sky now. The one stream CS were much better than Sky to talk to!
- Location
-
- Location
- Sutton-in-Ashfield
- Reviewing
- Onestream
- Date
- 2021-11-11
- Comments
-
Bad customer service very lazy at putting Internet back on been 2 days and bill was paid but still no Internet I'm looking for diffrent provider Internet speed is slow generally not worth the money
- Location
-
- Location
- SW19
- Reviewing
- Onestream
- Date
- 2021-04-21
- Comments
-
Since switching to Onestream, have had very low speeds at 300 kpbs vs guaranteed 38 Mbps. Limited chat time until 17.30. Customer service insufficient. They have not provided a solution yet, other than offering that I pay another £39 for a better wirless router (which apparently is at a discounted price). Cannot recommend Onestream, go with an established provider.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-10-25
- Comments
-
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.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.