1,017 Customer Reviews over 26 pages
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- Location
- Essex
- Reviewing
- Origin
- Date
- 2018-09-28
- Comments
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No service was provided and I was promised a refund for my years broadband paid for in advance. Still waiting after 8 weeks. First it was going to be a cheque but was told had to wait up to four weeks for it to be processed. Next it was going to be a bank transfer that never arrived.
Customer services are truly hopeless
I wouldn't use Origin again if you paid me.
- Location
-
- Location
- Bradford
- Reviewing
- Origin
- Date
- 2018-01-27
- Comments
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Absolutely abismal service, since October have not had broadband. Spoke to customer service operative who told me there was a fault on the line, they would get an engineer out within 48 hours. Still not working rang again to be told the original fault had caused a loop fault, they did not ring me back to tell me this. They threatened me when I said I wanted the remainder of my money back. Would never go with them again. BEWARE it may look like a good deal, but when your not getting the service for at least half of the agreement, it’s quite an expensive option.
- Location
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- Location
- Hailsham
- Reviewing
- Origin
- Date
- 2020-10-16
- Comments
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My broadband was slow but ok, but no incoming calls. Origin claimed everything was ok, but a Openreach engineer disagreed. Origin failed to get my line working.
- Location
-
- Location
- Wakefield
- Reviewing
- Origin
- Date
- 2019-01-13
- Comments
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If i could give minus stars i would, put up with Origin for the entirety of my 18 month contract. Took it up through a cashback website and to start, never received the cashback. As soon as broadband set up, they mixed my details with another customer account which stopped me being able to log onto broadband, once remedied (after many calls to customer services with minimum 45 mins before anyone answered), constant WIFI dropping, very slow speeds (and this was meant to be quicker than my previous provider, paying £10 more than before for the privalage! Received an estimated final estimate for £60 when i'd gone through my bank statements, I had actually paid for 18 months service and i'm leaving a month early. Contacted customer services to explain to them to sort their billing out.. Girl didn't sound like she knew what she was doing, told me the account will be updated to show i owed nothing, then get a final payment due letter to say i now owe £35! Cancelled direct debit, router sent packing. Calling customer services again. Honestly AVOID LIKE THE PLAGUE!
- Location
-
- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2017-12-26
- Comments
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Moved to origin 5 month ago. Took the 38 Mbps fibre optic. However the speed recorded over a period of several days was 1.5 mbts with ethernet cable. Internet connection keeps cutting off. Apalling. My previous provder with normal broadband was much better than Origin. It is a rip off. I also took the anytime phone package. However unable to check itemised phone calls on the online service. Customer service seems to be ok at times but sometimes I had to wait for an hour. I will not renew with Origin again. Worse provider I had.
- Location
-
- Location
- Leicester
- Reviewing
- Origin
- Date
- 2023-11-13
- Comments
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I was passed on to Origin from SSE for phone and broadband. I sent a cheque in payment 8th April 2023 to SSE and was then billed for charges from Origin together with the value of the cheque until November this year. Meanwhile the cheque was cashed through my bank on the 10th of July. I therefore have not paid curent charges until I was refunded the amount of the cheque which surprisingly arrived recently. On the 10 th November and 13th Nov, I called Origin with the intention of paying by credit card but they will not accept payment by normal procedure saying that it has to be done by a link and that I have to have Direct Debits.I'm a very sceptical person and smelt a rat. The girl said it was company policy whereupon I said it wssn't my policy and I would find another supplier. I have tried to contact Origin again but there is no longer anything on the internet to say they exist. Perhaps they are in administration, it would make sense having read a few of the reviews on here.In any case they are very badly administrated, if they are still in business don't get caught.I am left not knowing how to pay the outstanding amount.
- Location
-
- Location
- Harrogate
- Reviewing
- Origin
- Date
- 2023-01-30
- Location
-
- Location
- Dorset
- Reviewing
- Origin
- Date
- 2017-04-02
- Comments
-
If I could give them zero I would, just doesn't work. Cannot get through to anyone on the phone 2 hours on hold, have emailed and been ignored used their facebook messaging and get an automated we will get back to you as soon as possible, been a week so far. Ofcom involved
- Location
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- Location
- Maidstone
- Reviewing
- Origin
- Date
- 2016-12-22
- Comments
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Signing up with Origin was easy online. However still no router a couple of days before "switch-over" day. However, a quick call (ditch the Brian Blessed menu voice please!) got all-systems go and switch over was seamless. Great responsive service. However, I note the line does drop frequently (only for a few minutes several times per day) which didn't happen with previous ISP. Great job tho, well done and great value BB.
- Location
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- Location
- Liverpool
- Reviewing
- Origin
- Date
- 2020-03-03
- Comments
-
A load of crap worst company and customer service ever and only been with them a month,false advertisement and took money out they wernt supposed to,would advise anyone not to go with this company!EVER
- Location
-
- Location
- St Ishmaels
- Reviewing
- Origin
- Date
- 2019-03-24
- Comments
-
Total confusion from the beginning! We paid £158 for a whole year up front. Just wanted basic broadband for a holiday let so it seemed a perfect fit. The first router was faulty. The second was faulty.
Eventually got up and running. Speed not brilliant but just about acceptable. After a few weeks realised we were being billed for £21 a month. Rang to query and was told that the price had gone up as it had been upgraded to fibre. I didn't want or need fibre and I certainly didn't want to pay £21 pm for a service I'd already purchased for a year in advance!
I'm not convinced it is fibre at all. It's certainly no faster.
The worst bit is the time they take to answer the phones. I don't think I've ever got through in less than 3/4 of an hour. If it was my own residence I'd have cancelled it and asked for my money back.
- Location
-
- Location
- Sheffield
- Reviewing
- Origin
- Date
- 2016-12-18
- Comments
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I've been using Origin Broadband now for 5 or so years and I would thoroughly recommend them.
The connection is both fast and reliable. My house sometimes has 3 people watching 3 different streaming HD videos without any problem. When I've occasionally checked the broadband speed with an online checking service the speed has always been very close to what it is meant to be.
On the rare occasions I've had to contact them I particularly like the staff. They are sincere and polite and most importantly seem to know exactly what they are talking about.
Unlike the bigger providers the service is also uncensored so you can visit any site you please.
The modem-router that comes with the service is a good quality model (I got a decent Asus model) which has lots of options and is well above the basic models.
The cost is probably a bit more than some other companies but for me the extra cost is justified by the good service I get.
- Location
-
- Location
- London
- Reviewing
- Origin
- Date
- 2020-01-28
- Comments
-
Our service has been disconnected without any warning or notice given. Apparently some issue with our direct debit. Had we known, or advised of this at any point we would've resolved it instantly. But no - they simply disconnected our service. Now, in order to reconnect it they say it'll be 10-14 working days, plus starting a new contract (so locking us in again for 12 months again).
We've had many issues with the internet, it goes down for hours at a time, really unreliable. Calling in mean extremely long waiting times. But we put up with it thinking all providers are pretty much the same. But now this - simply disconnecting us without notice. It's a breach of their own T&C. I could fight them on this but to what end? They've already disconnected us, we'll be without internet for 2 weeks now. Customer service dealing with this has been appalling, lousy attitude, incompetent representatives. Like Little Britain's 'computer says no..' type.
Will be looking for a different provider.
- Location
-
- Location
- London
- Reviewing
- Origin
- Date
- 2017-01-31
- Comments
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Appalling customer service. Never call back when they say they will. They do not reply to emails. Endlessly put on hold. Be warned DO NOT GO WITH THIS COMPANY!!! They have taken my money and I still do not have broadband...they still can't tell me when it will be connected. RUBBISH
- Location
-
- Location
- Tyne and Wear
- Reviewing
- Origin
- Date
- 2018-08-08
- Location
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- Location
- Wales
- Reviewing
- Origin
- Date
- 2020-11-25
- Comments
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DO NOT WASTE YOUR MONEY currently have less than 1mb download speed when average is supposed to be at least 7mb, DOUBLE NAT and they want us to pay an EXTRA few pound a month to get rid of DOUBLE NAT. Also just a complete waste of money and we are switching soon to maybe virgin media or sky. Any internet broadband that can GARUNTEE good download speed. Currently with Origin it takes roughly one hour to download a 67mb file. Terrible poor internet supplier. They should be ashamed.
- Location
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- Location
- Nottingham
- Reviewing
- Origin
- Date
- 2017-06-19
- Comments
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They do not respond to complaints. They lie. They are totally untrustworthy
- Location
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- Location
- Nottingham
- Reviewing
- Origin
- Date
- 2017-05-17
- Comments
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Failed to cancel with my previous provider as promised.
Accepted responsibility a month ago but not doing anything about it despite promises. Multiple failures to ring back and return e-mails. Also lied to regarding someone who was allegedly on compassionate leave but was in the office all the time. Platitudes but no action.
- Location
-
- Location
- Chelmsford, Essex
- Reviewing
- Origin
- Date
- 2016-12-15
- Comments
-
A good allround service with helpful customer service, easy installation and a reliable broadband service.
I would recommend this service to anyone.
After being with EE this service by Origin is 100% better.
- Location
-
- Location
- liverpool
- Reviewing
- Origin
- Date
- 2019-01-07
- Comments
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The speed of the internet is slow, can not be any quicker. Always the same speed with previous providers.
- Location
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- Location
- Hampshire
- Reviewing
- Origin
- Date
- 2016-12-15
- Comments
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Origin did what they said they were going to do and when they said they would do it. The whole process worked like clockwork and - the bit I liked the best - they didn't spam me.
- Location
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- Location
- Wells-next-sea
- Reviewing
- Origin
- Date
- 2017-01-04
- Comments
-
At this point Origin have effectively stolen £18 from me. I bought one of their packages online on the 4th of November las year, and despite repeated calls to their call centres (along with spending a total of over an hour on hold), each time I was promised a connection date yet nothing would happen afterward. One month later I had still not received any communication about when my activation might take place, so I rang up, and said I expected a refund and for my contract to be cancelled or I would get trading standards involved. Despite a promise over the phone that a refund would be issued, I so far have still not had my money back nor any written confirmation that my account is closed. Do yourselves a favour and avoid these complete wastes of space for your own sanity
- Location
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- Location
- Weston-Super-Mare
- Reviewing
- Origin
- Date
- 2017-07-06
- Comments
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I've put 3/5 on speed & reliability because I can only assume they are ok. I never actually got that far, my call logs (below) should explain why you should avoid this farce of a company like the plague. So many screw-ups along the way that I don't even trust their story that Openreach were the ones at fault for the call-out balls-up.
Date: 10/06/17, Wait in queue: ?, Result: Placed order for Origin Broadband ahead of my move-in date on 21/06/17, paid up-front for the 12 month contract (£124.99) on standard ADSL+ line (Did not know at the time that Fibre would be available in the flat). Also agreed to the connection fee for an openreach engineer.
Date: 27/06/17, Wait in queue: 00:25:00, Result: My order status is showing as complete on the website but clearly isn't, wtf? Discovered that an engineer is scheduled for 29/06 afternoon (2 days time!). Asked when they were planning to tell me since I needed to take the time off work. Left the appointment active with the option to call back by 28/06 midday if I needed to reschedule. Arranged the afternoon off work
Date: 29/06/17, Wait in queue: 00:15:00, Result: Spoke to an Openreach engineer in car park of my flats, he had no record of the scheduling so I called Origin to confirm. Origin call centre confirmed the schedule was still correct. Also highlighted the payment being taken for 1st month which was wrong because a) I paid upfront and b) I haven't been connected yet.
Date: 29/06/17, Wait in queue: 00:42:00, Result: Spoke briefly to operator but asked to be put through to a manager. First, ensured that the manager was aware that the operator to whom I had just spoke was not to blame. Then explained my situation to Matt. He seems to blame Openreach who appear to have cancelled the callout but haven't notified Origin. Matt will call Openreach tomorrow at Midday & get back to me around 2-3pm with a weekend time slot.
Date: 30/06/17, Wait in queue: 00:14:00, Result: Matt didn't call as previously agreed so I called him. Net result of the call was him reaffirming that Openreach were at fault (and had apparently admitted as such). They are going to look into the possibility of an engineer being available next weekend and will let Matt know early next week. Matt said he'd call me on tuesday (04/07/2017) to update me, whether he had heard from Openreach yet or not.
Date: 04/07/17, Wait in queue: 00:07:00, Result: No call received from Matt, it turns out that he finished work at 5:30 and just didn't call, no clue as to why. Michael is also now "taking responsibility" for this mess and promises to call me back tomorrow regardless of whether there is an update or not & also to look into why I didn't receive a call today. Still no word from Openreach.
Date: 05/07/17, Wait in queue: 00:00:00, Result: Michael tried to call at 20:39 but I wasn't able to take the call at the time, he left a message with no information except that he had tried to call me and would try again tomorrow.
Date: 06/07/17, Wait in queue: 00:14:00, Result: Spoke to someone who said that Matt had tried to call 3 times last night (it was Michael and he called once at 20:39) but didn't get through to me, I was told he was on another call at the moment and would call me back (hasn't as of 1 hour since this call now).
Date: 06/07/17, Wait in queue: 00:13:00, Result: Asked why I wasn't called back. Asked why I wasn't called on Tuesday by Matt. Asked if Openreach had given a weekend date. Answered ?, ?, no respectively. Demanded a refund & cancellation. Was put through to cancellation who didn't put up a fight, confirmed that I'd be due the £124.99 & the £5.99 I was erroneously charged. Also confirmed that I wouldn't be charged the installation fee for the openreach installation (that should now be cancelled). It was confirmed that would be cancelled too though I anticipate I'll need another call to claim this back when they screw up again.
- Location
-
- Location
- Inverness
- Reviewing
- Origin
- Date
- 2017-10-08
- Comments
-
It is shocking how disgraceful and rubbish this broadband is. My previous broadband had just gone into administration and it was for tradition broadband. So I decided to go for fibre glass as it was now available. I wanted the £24.99 deal but was hard sold into their more expensive plan.
In exception of the installation being free and on time, it has been a disgrace. The broadband is unstable and it doesn't feel any faster than the 17.5mb, oh and this is mean to be the 80mb speed, i would expect a difference since we have gaming PCs.
It's unreliable, their routers are unreliable, their lines are unreliable, at any moment one (if not all) will give way.
Waste of money and I want out of this contract.
- Location
-
- Location
- st andrews
- Reviewing
- Origin
- Date
- 2018-02-06
- Comments
-
First hurdle a 4 month delay because there was no fibre in the area "total crap" they kept hold of deposit and never advised there was a problem until i called them, my previous provider enjoyed over £200 extra cash as I was out of contract.
When service went live "months after agreed" it was slow, 1Mb speed download, 10Mb upload. Two agreed engineer visits and several hours call on the phone to there helpdesk, first engineer visit appointment never arrived, waste of time taking a day of work, second engineer visit confirmd the line had not been cleared proper from previous provider, Origin should have cleared the line first, another wasted day off work. All in all they said they would compensate a free month rental £25 "what a joke", 2 days off work, several hours on help desk lines and a 1Mb speed for 2months. Internet still has downtimes says authentication failed. Best of all they are starting the contract from the day service went live. Not when I made the agreement and paid deposit. Over 3 months gone past, still no compensated free month rental. Each month they say next month. Ram the refund and hopefully after talking with trading standard I can get out this contract and move to a reliable provider. My advice spend the extra couple£££££ on reliability. Rant over!
- Location
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- Location
- Brighton
- Reviewing
- Origin
- Date
- 2019-05-01
- Comments
-
The worst service i have ever received!
Thinking of saving money on a slightly less premium brand than Sky or BT? Believe me the hassle is not worth the saving. Took me 3 months and persistent daily calls to chase anyone up to install my router. Their customer service is disgusting with no one really willing to put their hands up and take blame, nor apologise for the inconvenience; they simply bombard you with secret unwritten policies and T's and C's.
Finally my contract had run it's course and i rang them one final time to cancel; and then was told that i had been billed for one month extra, as yet another unclear T&C struck me with a brand iron whip, told that "While your account is still open, even if your contract has ended, we employ a rolling contract unannounced to the customer".
Genuinely disgusted with how i've been treated by this company.
So in conclusion, really do go elsewhere..
- Location
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- Location
- York
- Reviewing
- Origin
- Date
- 2017-07-24
- Comments
-
**AVOID AT ALL COSTS**
For anyone who values their sanity, please for the love of god steer well clear of Origin Broadband!!
I cannot stress enough how bad the customer service is, how poor the wifi connection they provide is and how they seems to accept no blame for any of these things after numerous hours spent on the phone.
We Originally had the basic package, this was so poor we had to upgrade to Origin Fibre, this in turn gave us no better internet connection whatsoever!
This service is simply not worth a single penny.
- Location
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- Location
- Norfolk
- Reviewing
- Origin
- Date
- 2017-12-01
- Comments
-
The most unreliable broadband provider there ever was or ever will be I hope !
download speed oftern drops as low as
0.09mbps with regularity.
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-01-25
- Comments
-
Had problems since day 1, wish I never signed up. When I ordered the service I did not hear a peep for over a month, until I got a call to say that BT would be connecting my line the next week. Their communication is abysmal, I received no email or anything from them even after the line was set up, luckily I am technical so was able to set the router up myself. The line was connected on 18th Jan but I experience drop outs every 30 minutes on average, sometimes every two minutes in the evenings. Every time I try and call tech support I wait for 30 to 40 minutes before I get mad at the phone not being answered and hang up. I don't have time to be wasting on the phone like that! No matter what time of day I call, I experience these wait times. I have tried mornings, afternoons and very late in the evenings, on weekdays and weekends. Yesterday I reached the end of my tether and spoke to customer services to cancel the line and the woman told me that I would have to pay upwards of £300! When I asked her for what (as I am on the deal that you paid £172 for the year) she vaguely suggested "services". Totally ridiculous. She said that if I wanted to leave the contract I had to raise the issue with tech support and if they don't sort it within 8 weeks, then I can leave. I said how am I supposed to raise the issue with tech support if I cannot get through on the phone?
Eventually she gave me an e-mail address to send logs to but I am not holding out any hope of ever receiving a response.
DO NOT go with Origin - you will regret it. Go with a provider who actually are able to answer the phone to provide support!
- Location
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- Location
- Hants
- Reviewing
- Origin
- Date
- 2017-03-14
- Comments
-
Appalling 'service'. Delivered my router with one day to spare. Would not connect, I eventually realised it was not even set up. I had to figure out how with no internet to help. Complained twice, so far no reply.
Awful - AVOID.
- Location
-
- Location
- Surrey
- Reviewing
- Origin
- Date
- 2020-08-28
- Comments
-
Worst utility co. ever. Customer service AWFUL. Cut off with no notice. Account fully paid by d/debit. Horrendous wait times for service. Then no action except return to start.DO NOT USE.
- Location
-
- Location
- Hadfield, Derbyshire
- Reviewing
- Origin
- Date
- 2021-01-27
- Comments
-
They got one star because zero wasn't an option. Non existent customer service. they take almost 2 weeks to get round to connecting (if you're lucky enough to get a connection - I wasn't) and then even if you cancel within the 14 day cooling off period, they'll try and fine you £668.31 for early cancellation, sent via a text from CRS that you can't reply to. At no point did my broadband ever work and they failed to answer the phone. Useless, time wasting not fit for purpose. Has anyone started a class action for these shysters yet? If so, please get in touch because I'm in.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Origin
- Date
- 2020-06-16
- Comments
-
I've been a customer of Origin Broadband for more than 5 years and was a very happy customer until about a year ago, something changed at Origin and both the quality of service and support has deteriorated drastically.
The connection has gone from being reliable and stable to not knowing from one moment to the next what speed to expect, one moment it's 36mb, the next 4mb.
I had tried to report the problem several times, but rather than fix the issue, they just ask you to perform your own test and send them the results... which they do nothing with!
In the end, I gave up trying to get them to sort it out and realised that this was just the quality of the service they are selling! I called to cancel and they want to charge me £400 cancellation fee which I now have to fight them over.
Do yourself a favour and stay away from Origin!
- Location
-
- Location
- DEWSBURY
- Reviewing
- Origin
- Date
- 2016-12-16
- Comments
-
I have always lived in a house where I was able to get Virgin Media but when I moved to a location where VM was not possible I started looking for an ISP which was cheap but not a mainstream one.
I first went with Sky for a year however and although the reliability was good I purely got this as it was part of the TV package. When I decided I didn't watch enough TV to warrant the cost.
So I started looking for a new ISP and after much searching I stumbled across Origin on Openreach's web site.
When I had a look at them the price for their Fibre broadband was the best so I decided to go with them.
I decided to get get my own router and set that up rather than take the one they provided as I had heard it was a fairly cheap one. Doing this cost me an extra £60 but in the long run I think it's worth it.
I had a bit of trouble when I was getting the internet activated however this was an OpenReach issue but Origins support were Fantastic. I had no queues to wait in. Was straight through to a UK call centre and they had OpenReach fixing the issue within 2 working days.
I have had one outage in 9 months, again I phoned their support and was straight through, we did some diagnostics and they were able to rectify the issue.
The internet is not a perfectly oilled machine it breaks but at least you know with Origin they'll get you back up and running as quick as possible
- Location
-
- Location
- Le67
- Reviewing
- Origin
- Date
- 2017-09-24
- Comments
-
I have been with out my Wi-Fi for 4 days tomorrow and I am not happy at all
- Location
-
- Location
- pleshey
- Reviewing
- Origin
- Date
- 2020-04-08
- Comments
-
what a load of crap they taken first payement the thing doesnt work rang the 5 times on the friday to be put on hold for 20 mins each time and then cut of rang monday to be told i would get call tuesday as they can see its not working notthing not a call rang back today to be put on hold for yet another 25 mins then cut of i have spoken to them and told them dont want it now to be told ok i have to paye them 197 pound to end the contrack thats never worked for day 1 i dont think so do u rang bank and they said if the try to take any money the will contrack the fraud dept there not getting a penny from me please dont use the crap company there really r **** thks for reading
- Location
-
- Location
- West Midlands
- Reviewing
- Origin
- Date
- 2024-01-16
- Comments
-
Used to be with SSE, was moved without my say so. Orgin are terrible. I phoned up to cancel after my renewal date the 4th Feb but was told I had to do 28 days which is 12th February. So not sure if they put me on another tariff. Woman on the phone was rude and useless. Cancelling my direct debit after final payment not sure who to complain too
- Location
-
- Location
- Neilston
- Reviewing
- Origin
- Date
- 2017-07-27
- Location
-
- Location
- UK
- Reviewing
- Origin
- Date
- 2017-09-21
- Comments
-
Please do not make the same mistake I did and trust these reviews. I was stupid enough to sign up to a contract with origin for VDSL (fibre) broadband earlier this year and I have had nothing but trouble. It's a gamble of whether I'll get home and find my broadband is working or not. The service is absolutely terrible. I'm writing this now after having my broadband down for 3 days. I've just spent 50 minutes on hold to technical support to be told that it's a widespread problem. You will find that any time there is an issue, it is always Openreach's fault and never anything that Origin can do. I'd also like to add that I'm calling technical support at midnight here, and it still takes nearly an hour to speak to someone so I dread to think what it's like during the day. I've spoken to them on a number of occasions and wasted many hours on the phone, to always be told it's an Openreach issue and there is nothing they can do but wait. A courtesy email, call or text really would help if there is an issue, or even some kind of update on their website. Please Origin, get it together. Until then, avoid avoid avoid and just pay a little bit extra to go with a reputable supplier!
- Location
-
- Location
- Daventry
- Reviewing
- Origin
- Date
- 2017-10-01
- Comments
-
Spent more then hour on hold for costumer support. Absolutely slow and lagging.
- 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.
Origin are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Origin.