1,017 Customer Reviews over 26 pages
-
- Location
- WV3 0DS
- Reviewing
- Origin
- Date
- 2021-04-13
- Comments
-
They are thieves, can never get intouch with them on the phone when need for just instalment is needed and yet they take money off your account. Worst customer service ever , worst network ever. Speed = 0, reliability = 0
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2018-08-02
- Comments
-
Utter scum, breach of contract, unusable quality of service, no support, no improvement, won't cancel contract, threatening legal action if I don't pay for a service I am not receiving until the end of contract expires.
DO NOT TAKE BROADBAND WITH THESE CON ARTISTS
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2021-08-22
- Comments
-
Temperamental and unwatchablely slow of streaming in the evening
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2018-03-26
- Comments
-
The Broadband speed is very poor. I don't believe it is even accurate to class it as broadband, despite what their staff tell me.
Download is barely 2Mbps. The Upload is barely 0.5Mb. Buffering is the norm when attempting to stream HD or higher via a TV or via a Laptop. If you upload videos then it can take literally days, depending on the file size. Painfully slow. So slow that I use my Phone as a hotspot as it is 5x faster. Like many here, my connection also drops from time to time or becomes unavailable for a period.
The customer service is terrible. At least in terms of response rates and waiting times. It's normal to wait 30 minutes on the phone. Any emails seem to be ignored. Once you actually speak with someone the person is usually fine.
I was charged £100 to change socket. There were 4 in the house and Origins of course had the worse place one. I asked to be placed in the best placed one but they could only put in in the 2nd worst place.
Have tried to boost the speeds but to no avail. Will probably abandon the contract and buy myself out.
Extremely poor. Would not recommend.
- Location
-
- Location
- york
- Reviewing
- Origin
- Date
- 2017-03-23
- Comments
-
Terrible service. Broadband very slow when it works, often doesn't work and hours wasted on phone waiting for customer service to answer.
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2017-10-05
- Location
-
- 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
-
- Location
- York
- Reviewing
- Origin
- Date
- 2018-10-22
- Comments
-
I was with Plusnet but they had put the price up again, I suppose it was a BT thing as they are owned by BT so I was looking for a cheaper provider, this is when I came across Origin at £24.99 a month for their Max service. As I was getting 52Mbps from PN and the only thing changing was my payments I decided to take the plunge. The price seemed too good to be true and so it seems I should be getting over 50Mbps as I was with the other 2 providers.
My moving date was the 4th October and so it went OK they kept to their schedule, I got a text to say I could connect so did. I did a speed test to see how my speed was and got a shock 37.2Mbps I should be around the 50 mark I thought nothing of it it might be their start speed and they up the speed until the line drops constantly then lower it down a bit but I was using their excuse for a modem router the DSL-N16 so just after the 10 day period for allowing the speed to settle I get a new modem router an ASUS AC3100 I cannot get it to connect so it goes back after two weeks of trying. A few days later I get a Netgear AC1900 modem router after 2 days of fiddling I get it connected so box up their N16 freebie.
I do another speed test and it's only 37.26Mbps 0.06 faster than the piece of junk they provided.
I had to contact them online to get the router as all the others I had were for the providers I had previously left and I couldn't get the providers logins out of the windows. I tried but never could get the old provider out of the window. I do believe they are capping my service though as I am paying £24.99 for their MAX service and just after they took the money, when I signed up, they increased the fee to £28 in a matter of a day.
Also I think they capped my service because I can get over 50Mbps with my previous two providers but only a maximum of 37.26Mbps with Origin.
I even bought a better modem router to try and get a better speed but it didn't work, what I will say is if you want their max service don't expect to get it with their free DSL-N16 router it's worse than 5H1T.
There is another problem as well, I never saw any increase in the price been advertised after the first 18 months I've been with them nearly 3 weeks and today is the first I see of any increase after 18 months to £37.48 or is it .98? But as the minimum contract is 18 months then by month 19 I will be gone. If they can cut between 9Mbps and 16Mbps from my speed then I will at best see out the minimum term then go quicker than horse 5H1T off a wet stick.
Will I be gone in 18 months you bet I will. If I ever find out who the company CEO is he's going to get a mouthful and then some. Cap my service just because I might have been one of the last to sign up before the price increase from £24.99 to £28 and that to me is a breach of contract because I am not getting the speed I paid for, even if its stable it not what I am paying for.
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2017-10-01
- Comments
-
As we're once again in our second hour of being on hold to Origin Broadband support I thought I'd use my time in purgatory more productively and write a review of the company.
We moved house in November of 2016 to find that our regular broadband provider didn't supply fibre to our new area. We'd been with Virgin for years and are heavy internet users, so we were worried when looking for a new service provider. We searched a few companies to see which were offering the best price for the available speeds in our area.
Enter Origin Broadband, a Yorkshire based ISP with seemingly fair prices. For some reason no other ISP, including Origin, offered a fibre connection to our city centre location. We eventually settled for an ADSL connection with Origin as they had the best prices and they were somewhat local.
The installation was all but hassle free, the long wait for the engineer to arrive, and the engineer not actually being able to do anything as the router took so long to turn up. The engineer arrived after 2 weeks to ready the house for the still absent router. He spent 5 minutes inspecting the BT wall outlet, then left while explaining that we could just 'plug it all in' when the router arrived. Finally the router arrived, and we did just that. Nothing. We spent around an hour on hold to support before being connected. Support took us through all of the correct router settings which the engineer was unable to set up. Then, after around 30 minutes of going through everything over the phone we were finally online.
For the first six months, excluding the painful adjustment from our old ~250mb/s download speed to a laughable ~18mb/s, everything was relatively stable. We'd have the occasional disconnect, but it was infrequent and understandable for an ADSL connection.
If the experience were to end there the stars awarded in this review would have held a solid 3 out of 5. Unfortunately, that hasn't been the case. We've had such a bad service with Origin as an ISP that, for the first time in my life, I've made a point to sit down and review a company in the hopes that it saves at least one person from wasting their time and money as we have. For those of you still wondering, we managed to get through to first line support. We're now on hold to second line support after they couldn't help us.
A couple of months ago we started to experience our connection dropping out every 30-40 minutes within a 6 hour window starting around 6pm. Not only this, but our connection would bottom out when downloading files at a capped 256kb/s speed. This meant that, even if the connection stayed active, it would be virtually impossible to use until the download was complete, to the point where it would take 5-6 minutes to send a message on Facebook messenger.
In an attempt to fix the issues we called around 6 times in total. Each time on hold for around 2 hours, to the point where my housemate and I took 30 minute shifts of listening to the hold music as it was slowly driving us insane.
Over the numerous phone calls we were told during 3 of them to remove the 'test plate' from our BT wall outlet and record our connection and any drop-outs. They would then call us back 24-48 hours later to check in on us. We have never received a phone call from Origin.
We were also told that an engineer would be coming to visit, he never turned up.
We were told that, after following up about the engineer not arriving, that they were going to send us a new router. For some reason they believed that we no longer needed an engineer, they decided that a new router was the way to go. If the new router didn't work then they would once again attempt an engineer visit.
We were told that our frequent disconnects were the result of 'micro surges' in our area (apparently coming from street lights turning on on our street), despite us having all of the electrical equipment in our home surge protected, and the issues persisting over a 6 or so hour period.
We were told, in our most recent phone call, that the outages are to do with some issues that BT are having in our area. Which would explain the issue had it not being persistent for almost 2 months at this stage.
All of our phone calls were taken by different staff reading from our file, which apparently had all of our issues and the tests they'd already carried out. This would be believable if we weren't asked to carry out the same tests numerous times to lead to the same result, while at the same time being told that the issue was coming from a different place than the last Origin support member told us it was coming from.
I've given the customer service 2 stars as, while they are seemingly understaffed, the staff members themselves were friendly and dealt with our frustration in a reasonable manner. Their major let down was a lack of consistency. They could have told me straight that they had no idea where the issue was coming from and that they'd do everything they could to fix it, and that would have been fine. Instead I ended up being fed different information each time I picked up the phone.
I'd strongly advise anybody to avoid this company. I've been with numerous ISPs over the years. AOL, TalkTalk, Sky, BT, Virgin. Origin broadband are by far the worst in both product and service.
Not only do services not work as described when first entering into a contract, but their customer support when things go wrong is next to none. From what I can tell they're trying to be as cost effective as possible by providing a bare bones service and stripping customer support of the resources required to deal with the barrage of calls they get from customers who are left paying for something which doesn't work.
- Location
-
- Location
- York
- Reviewing
- Origin
- Date
- 2020-10-22
- Comments
-
I can’t stress enough, do not go with origin. I’ve been on hold for an hour, I’m only asking why the wifi is down.
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2017-06-14
- Comments
-
Absolutely terrible - would give 0 stars if I could. Broadband simply doesn't work! Hours wasted on phone trying to get it sorted. No replies to e-mails. Regret ever signing up and have now got in another provider - happier to write off the payments to this lot than continuing to put up with they're incompetence. Please don't be drawn in by the low prices.
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2017-03-09
- Comments
-
Well I tried to move to Origin but they just couldn't somehow manage it. They were able to quickly take my payment online but then it just went from good to bad. I was switching from Sky to Origin and the switch never happened. After four calls and ten plus emails to Origin they still couldn't tell me why they had not setup the transfer for same day uninterrupted broadband.
They tried to blame openreach saying they had to switch the line after install. Total lies as I have an active line and have for years. I called three days before switch was supposed to happen to ask about it and the fact no router received and they had no answers. They claim to have excellent support but they have yet to call me to refund the first payment. Avoid these guys if you want uninterrupted service
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2018-08-16
- Comments
-
Keep stealing mone from me tell me I owe it I r g and guess what I owe nothing I pay by direct debit every ninety keep away from these shysters as sooon as 12 months is over they can get screwed
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2020-11-15
- Comments
-
Been with them for just over two years the basic router gave me less than 20 Mb download so I complained and it went up to just over 40 Mb. I later bought another router and input all the details and it kept dropping out every couple of days, the second PC, in the bedroom wouldn't connect whereas with the basic Asus router it did 90% of the time.
After a few weeks, the router I bought wouldn't connect at all so I went back to the one they supplied and even that was cutting out on both PCs.
During the day the bedroom PC won't connect but on a night it can get a connection, sometimes it is intermittent, I have trouble watching Amazon or Disney + and have to turn the PC off.
They offered no increase for 30 months but I might be moving providers in a few months if they increase the monthly fee by too much.
- Location
-
- Location
- yorkshire
- Reviewing
- Origin
- Date
- 2017-11-17
- Comments
-
Signed up a few months back, as I had recently moved into my own place. I went for the 75MBP/s download top limit, and 32MBP/s upload. Everything was great for the first few weeks, and then they came to do some work in my area on the lines. Suddenly 1MBP/s if that, on a daily basis it would disconnect for hours on end - and if it did reconnect it would be on 100KBP/s which takes around 5-10 minutes to open any web page no chance of watching any videos or whatnot.
So I ring up and tell them of my issues, the first time I called they answered within 5 minutes and told me some work was done so they will send someone out to check the line for me. Well no one ever came out, nothing changed. The second time I rang they went through a router diagnostic and reset with me and that kind of worked, got me up to around 6MBP/s for about 2 days. Then it went back down to 100KBP/s.
I rang a third time, waiting about 20 minutes for someone to answer - She told me that she was passing me off to stage 2 as it was more than she was capable of helping with. I waiting an hour with no answer before hanging up.
Over the past 3 weeks I've rung twice a day to try get through to someone, waiting between 30 minutes to an hour for someone to answer and no one ever does. Perhaps new customers take priority?
Today I managed to get through to someone to cancel my contract as they aren't holding up their end of it legally - but they told me it was a technical issue and never cancel my contract, they keep passing me to technical without doing anything I ask them to.
To anyone thinking about taking a chance because it seems cheap for what you get, DON'T!!!
It's a scam, once they draw you in you can't seem to leave. You are waiting far too long for someone to answer the damn phone, and even then they will probably pass you onto someone else and you are waiting another hour or more.
Not worth the money, not worth your time, not worth your custom. Avoid this provider as they clearly are not professionals.
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2018-09-25
- Comments
-
There is a social media page dedicated to the poor customer service of this ridiculous company.
I honestly don't know how they get away with changing things/ making things up as they go along.
They don't even tell you that you need to return the router.
They they throw more obstacles in the way to stop you ever getting your refund.
SERIOUSLY AVOID, HUGE HEADACHE.
- Location
-
- Location
- Yorkshire
- Reviewing
- Origin
- Date
- 2018-06-07
- Comments
-
Appalling service from start to finish. Poor internet signal, terrible customer service, incorrect billing and now they want £40 for a router that didn't work, having failed to provide details of how to return it. AVOID.
- 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.