445 Customer Reviews over 12 pages
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- Location
- Southampton
- Reviewing
- Onestream
- Date
- 2023-05-29
- Comments
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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
- London
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Terrible experience. They managed to cut my neighbours line instead of mine. Neither my neighbour nor I had internet for 3 weeks. I called so many times and it was so very confusing. I changed three times broadband suppliers in the same property and never had such a stressful experience. As a result, I have cancelled my service with them. I called multiple times (30 min wait each time), emailed them twice and I am still getting emails and texts asking me to pay for a service that they never delivered. Avoid at all cost
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-03-11
- Comments
-
Absolute disgrace for the last 14 months my broadband went down a few times each time he goes down for a couple of days but this time seven days and it’s still going on, never again
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2020-10-08
- Comments
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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.
- Location
-
- Location
- Durham
- Reviewing
- Onestream
- Date
- 2022-04-28
- Comments
-
This has to be the WORST internet I have ever had in the past decade. The signal is complete garbage and dips whenever I am gaming every 30 seconds. Customer service is bad and that is if you can even get through to them. I was on TalkTalk before and never had this issue and I am now going back to TalkTalk. AVOID THIS COMPANY!
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2023-04-06
- Comments
-
They try and twist things so you're not clear about how much you're going to pay. I signed up to Onesteam as a price comparison website said that it would be £16.95 a month. As far as I knew that was all I signed up for. I could have stayed with my old company for £18.99.
Then I saw the small print which was in light grey so harder to read, said they would only charge that for 2 months, and then charge a lot more to include a Kapersky virus scammer and other things such as Onestream Assured, whatever that is, unless you phone them to cancel those extras. I thought that I was on the ball and asked for all the extra charges than £16.95 to be stopped and they agreed they would. They also charge more for the first month for some reason, plus £9.95 delivery charge, so you don't realise exactly how much you will get charged the next month. Then when I realised I was going to be charged £20.90 a month, I phoned them to ask why, and they said I must have clicked on for the superfast router. Yet I've never had such slow broadband in my life. I said I didn't need a superfast router anyway, and some rude wide boy said it was what I clicked on and it's too late to do anything about it now. I asked for advice if I even need a superfast router and they wouldn't help. I live alone in a studio flat, so don't think I need it.
Then one month before my year contract finished they suddenly took out £26 from my bank account, saying they're allowed to suddenly increase the prices equal to the Retail Prices Index . When I asked if I cancel the service at the end of the contract in a month, how much extra she would charge me for doing that, knowing their history of taking money I wasn't aware of before, they kept saying they didn't know. They're really dodgy and trained to never give you a straight answer. I said it was their job to make it clear what I'm signing up for and how much they were going to take, and then she said they would probably take out around £40 for cancelling their service but it might be more but she can't give me a straight answer, despite my contract being finished that month anyway. Writing this to warn others.
Plus I don't think the superfast router that I'm paying more for works, as my broadband sometimes lags.
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2023-03-01
- Comments
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Avoid. Don’t fall for the cheap price. Is horrible try to contact them. No effort to care for the customer, they only care to take your money monthly. They have an “Early termination fee” they don’t establish in their welcome email. You cannot know how much is it so they can put the prices up as much as they want. This is ilegal and they don’t inform the customer. Scammers! Don’t use them!!
- Location
-
- Location
- Berkshire
- Reviewing
- Onestream
- Date
- 2024-04-09
- Comments
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They decided to auto sign me up to mcafee for £80 a year! Thieving scumbags. No souls.
- Location
-
- Location
- Northumberland
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
-
Do not use this atrocious company. hey make it impossible to cancel the service. They're number cuts off after 15 minutes. They sales men lie on the phone to you. They're live chat cuts off after asking you questions that don't make sense. They essentially hold you hostage within your contract as you can never speak to them to cancel.
- Location
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- Location
- Cheshire
- Reviewing
- Onestream
- Date
- 2023-04-27
- Comments
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Confirmation email states total monthly price. Company tried to add VAT to this!
Compulsory upsell addons not removed from bill despite having followed procedure. Further action to ensure this was necessary.
Inflation increase added to the notional full price of the product which was never paid. Original fixed discount then applied meaning that increase was higher than contract. And VAT was still added!
Resolved by discount back to original price, but so much trouble to sort it all out
- Location
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- Location
- Lowick
- Reviewing
- Onestream
- Date
- 2022-09-14
- Comments
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A waste of time, they don’t answer the phone, reply to emails, I cancelled with 2 hours of ordering due to confirmation email showing different terms than agreed. Since the no communication and still they are sending emails as if order is still progressing.
Just tried calling again but no response.
A TOTAL WASSTE OF TIME? DO NOT DEAL WITH THEM
- Location
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- Location
- Nottingham
- Reviewing
- Onestream
- Date
- 2022-12-02
- Comments
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Very bad practices preventing people easily ending contracts. Still not able to confirm my cancellation and reluctant to send any written confirmation of this.
When offered an 18 month contract one presumes it's for no more than this period but that's definitely not the case with Onestream!
- Location
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- Location
- Bradford
- Reviewing
- Onestream
- Date
- 2022-08-10
- Comments
-
What an absolute joke of a company. Currently on day 18 of no internet or phone line due to an outside fault. Have sent numerous emails including complaints and not had a response to any of them.
Due to their sever lack of customer service I have had to call several times in order to obtain further updates of which there have been none. With having a job where I work from home and require internet access I have had no option other than buy a £50 bolt on so I can use a mobile as a hotspot. When I explained this during the last call I was informed that they would not be offering anything towards the additional cost as a good will gesture.
Steer clear at all costs, they are horrendous and are not worth your hard earned money
- Location
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- Location
- Liverpool
- Reviewing
- Onestream
- Date
- 2020-01-29
- Comments
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A 1 star rating is 1 too many!!!!
2 months of delays, broken promises and frustration was met with the answer of " would you like to cancel" WOW...so not go anywhere near this shambles of a so called company!!!!!
- Location
-
- Location
- Newark
- Reviewing
- Onestream
- Date
- 2022-01-17
- Location
-
- Location
- Crowhurst
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Terrible company
Completely non transparent on their deals and charges
Can’t get the same answer twice if you speak to them
They take additional charges on your credit card without telling you
The promised signal is nearly always less
- Location
-
- Location
- Tn339ax
- Reviewing
- Onestream
- Date
- 2023-02-13
- Comments
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Disgusting company defraudulent
Every complaint people are saying is and my experience with them
Once they are into your bank account they take what they like and make up charges as they go along
DO NOT USE THEM
- Location
-
- Location
- Bradford
- Reviewing
- Onestream
- Date
- 2022-09-07
- Comments
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Only giving one star because it's not possible to leave 0.
Absolutely shambolic company. 5 weeks without internet or phone. Not once did they contact me. Finally got services restored and then haven't offered anything in the way of compensation. Been promised call backs from managers twice and heard nothing.
The worst customer service (if you can cal or that) known to mankind. Roll on Jan when the contract is finished.
Do not sign up to then, they are useless
- Location
-
- Location
- Coventry
- Reviewing
- Onestream
- Date
- 2022-04-12
- Comments
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Have Broadband+phone deal with Onestream. Phone calls are very expensive since they seem to charge from the instant you dial, regardless whether the phone is answered or not. Now quite annoyed with them by being automatically signed up to a 'loyalty deal' that would cost an extra £3.95 a month. Unsubscribing was made awkward by having to fill in two online boxes and sign a touch screen box that produced an unreadable scribble. No email or chat support to be found either. Their cheap fibre deal doesn't seem to be available in my area, despite Virgin, Sky and other providers offering fibre at my address. Cheesed off with them!
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-17
- Comments
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I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
All that is without a landline.
- Location
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- Location
- Barrow in Furness
- Reviewing
- Onestream
- Date
- 2022-02-21
- Comments
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After a a year with one stream I cancelled them as everyday my internet geothermal going if I must of phone them to sort the issue out 5 times a day for at lest a month so k cancelled it and the did not like it so they hit me with a £200 bill and j said I’m not paying it for the truble I have been having then they said if it’s not paid they are taking me to curt really bad company how they treat people I would not recommend them ever I will advance other people to not take the internet offers really bad and they are very rude you on the phone plus the always say a good deal on internet and after a Minh it goes up an extra £45 on top hope this helps people not take one stream on j can only advise thanks
- Location
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- Location
- Aberdeen
- Reviewing
- Onestream
- Date
- 2020-08-14
- Comments
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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.
- Location
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- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-05
- Comments
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Absolute bunch of scammers.Do not under any circumstances give them your bank details.Cancelled my direct debit as the agreed price of £19.95pm turned out to be £27.50pm but they still found a way of getting into my account and taking monies.
- Location
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- Location
- Camberley area
- Reviewing
- Onestream
- Date
- 2023-05-04
- Comments
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Over a week late in 'go live' and virtually impossible to contact - can only phone and they are always 'experiencing a high volume of calls' so it take over 30 minutes to get through and still no satisfaction. Big mistake! Yest they had 4 stars on trustpilot but I don't understand how!
- Location
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- Location
- Warwick
- Reviewing
- Onestream
- Date
- 2023-11-21
- Comments
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Absolutely diabolical, so much wrong it's hard to know where to start. I'm not even sure they have a customer service team as you'll never get them, apart from when you want to leave there use underhand tactics and renew the contract despite saying no. Chat service doesn't work and no response to the service tickets. Appalling.
- Location
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- Location
- Bridgwater
- Reviewing
- Onestream
- Date
- 2024-02-05
- Comments
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Try to ring Customer Service to ask a question about the router to join them, but nobody answers the phone. I did read the reviews on them, and not very nice, so I will keep them far away.
- Location
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- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-02
- Comments
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This company needs closing down they are nothing but scammers.They will hit you with charges for things you didn’t ask for.Whatever yo do don’t give them your bank details they will take unauthorised payments
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2022-12-30
- Comments
-
Worst, WORST!!!! 5 months contract I’ve ever had with any company! The agreements was £19.99 a month & yet every month I was charged over £30. Last bill was even £55. Missed a payment to make sure my bill was £19.99 and now I owe them £151!!!! STAY CLEAR!!!! Seems like around Xmas times, they’ll looking for money
- Location
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- 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
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- Location
- Peterborough PE1
- Reviewing
- Onestream
- Date
- 2021-05-11
- Comments
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Worst experience ever!
For starters, never even got connected to this so called "Broadband". Never received their broadband package with modem etc. , They booked engineer to visit my property to install their services, he didn't showed up. When i tried to cancel my order, they put me on 72hours waiting list, 7 days passed, still no news about getting my money back. Online Chat operators are useless AF. They are cheap for a reason. Don't go near them.
- Location
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- Location
- England
- Reviewing
- Onestream
- Date
- 2023-05-14
- Comments
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Avoid - don’t give them your bank details. Multiple violations of consumer rights and direct debit laws. They overcharge and sign you up for unwanted extras. Impossible to get them on the phone and never reply to emails. Some customers have stated that they are promised refunds, but they don’t happen. They hide behind a weak Ofcom! They rely on you not taking them to court! But you will have too!
- Location
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- Location
- Hertfordshire
- Reviewing
- Onestream
- Date
- 2022-05-28
- Comments
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Price hike during contract (by reducing discount to purportedly cover "inflation" the first time, no information the second month). And now a force upon service with no prior contact or details. Cancelling.
- Location
-
- Location
- North Wales
- Reviewing
- Onestream
- Date
- 2023-04-28
- Comments
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I joined Onestream from TalkTalk because it was cheaper.
I didn't get off to a great start, the connection kept on dropping out and it was really slow.
I'm not the sort of person who normally complains, but I emailed their support and they arranged a BT engineer to come out. Communication wasn't amazing as I wasn't expecting him, he just turned up on a Saturday afternoon - this was the same week.
Anyway, he was up the ladders and re-did the cables, but that fixed it and I have great speed and stability.
I also cancelled my McAfee via email as I had already purchased Sophos email, but, they weren't pushy at me keeping McAfee.
All great now.
- Location
-
- Location
- Exeter
- Reviewing
- Onestream
- Date
- 2022-04-26
- Comments
-
Onestream are terrible - fortunately I was able to cancel before my "go live" date. On taking out the order, an engineer appointment was booked. No email notifications of this appointment. Take the day off work - nothing. Try to get in touch with them - their "lines are busy, 10 minute wait" automated answer never answered, the callback option never called back. The "one minute wait" livechat took over an hour to respond. Then I learned the engineer appointment had been moved to the next day. No notifications of any of this. Then I cancelled, and was then told an engineer wasn't arriving anyway as I was only being "transferred" to their service (despite me being new to fibre). This leads me to think that the service wouldn't have been fibre at all. Overall this company is atrocious, and I'm extremely glad to escape being locked in with them, despite having to wait another two weeks for a new supplier.
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2023-04-02
- Comments
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Same issues as many other people. Wifi in the house, pathetic. Drops out all the time. Can't watch catch up. Phoned many times and followed instructions. Now told, nothing else to do but buy a mesh system. So more expense to prop up their poor performance. To cap it all, now been charged for the McAfee which was told at the beginning it would not be charged for. Totally regret gong to Onestream. Big bad mistake.
- Location
-
- Location
- Cornwall
- Reviewing
- Onestream
- Date
- 2022-12-13
- Comments
-
Onestream Broadband is okay but their customer service is absolutely atrocious and bar far the worst I have experienced in 21 years of being online.
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-07-04
- Comments
-
I’m not being dramatic when I say this is the single worst company I’ve ever attempted to use. Their customer service is horrendous, you’ll be waiting for at least an hour only to be placed on hold and not have your problem tended to for several days. Their billing is ridiculous, they’re still trying to charge me to my account which I closed 3 months ago.
Do not use this company. About at all costs
- Location
-
- Location
- Desborough
- Reviewing
- Onestream
- Date
- 2023-01-24
- Comments
-
About Onestream, let me think????? If I could they will have 0 stars. No communications from their side. Internet is sh.... just few meters from router is disconneting. Taking more money without informing for what and when will be taken. My promotional offer was finishing and did not realize till my DD was taken with higher amount (did not receive email with information that my promotional period is coming to the end), so I have missed DD. Few days later receive txt msg that bill need to be paid ASAP but with missed DD fee which is £10. I have called and informed that will pay in few days my bill. They suspended my internet literally 5 DAYS after missing DD. So while on call with information that I will pay in few days I have asked what is the best offer they can do for me, just to be told they cannot say anything till my bill is settled. So I have decided to cancel their services. Next day after the call I have received email with information that my promotional offer is finnishing in 3 DAYS and the best offer what they can do will be DOUBLE what i was paying. When I settled my outstanding bill I said I would like to cancel their services but because bill was paid till the end of month I said to cancel at the end of month. So few days later I have surprise NO INTERNET. Another phonecall to them and just to be told it has gone through cancelling department and they cancel my services (at that day I had still 12-13 days left of the month). Few days later I have received some money back. I have send email with complain why just only this amount, their response was that there were added additional fees £10 for missed DD and £15 for broadband being suspended. AVOID with any cost
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-10-15
- Comments
-
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.
- Location
-
- Location
- Eastbourne
- Reviewing
- Onestream
- Date
- 2023-01-28
- Comments
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Just Dont do...
im so annoyed now
They advertised £19.95 a month service, its a con
you cant access account details, change account setup online, can only ever be done via online chat at weekends or over the phone
they set you up with a £30per year antivirus package without authorization,they tell you, you have to cancel package before they debit your account and just take money from account,
they even charge an extra £3.99 for some assured service, but how can you cancel that, after theyve taken money by direct debit.then only by contacting them
then they charge you £10 for cancelled direct debit and no dd payments
bunch of cowboys will fleece, avoid at all cost
- 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.