445 Customer Reviews over 12 pages
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- Location
- Wales
- Reviewing
- Onestream
- Date
- 2020-06-23
- Comments
-
We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!
I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
Maybe this ought to have given warning bells! No support at the weekend!
Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.
But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.
We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
If this wasn't bad enough, we couldn’t contact anyone about it!
Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.
Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.
E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).
When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)
As with a lot of people, work and food supply is online so this is not great.
It really has caused so much problems already.
Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.
We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!
The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!
UPDATE:
We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.
UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.
A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.
- 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
- Stoke on Trent
- Reviewing
- Onestream
- Date
- 2020-06-03
- Comments
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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
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-05-07
- Comments
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Never call you back, was fobbed off so many times! Got to the point I cried out of anxiety because of how much I was being fobbed off. Had no internet for weeks at a time, one time over a month! It even happened when I first joined them, and I was in the 14 day cooling off period so tried to switch to another provider but they blocked it because they attempted to contact me a whole week after my initial complaint. I am so happy to be free of them. It's embarrassing I had to get my partner to ring them up and use their deep voice (repeating exactly what I already had stated to them mind you) before I got any compensation. Incompetent. You get what you pay for.
- Location
-
- Location
- derbyshire
- Reviewing
- Onestream
- Date
- 2020-04-17
- Comments
-
Avoid this company at all cost shocking bad service my internet went off 6 weeks iv had to move to another provider its a joke avoid avoid
- Location
-
- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-04-01
- Comments
-
This company is an absolute sham and should not be operating as a telecoms provider. Having worked in customer services previously I'm more than used to hearing whingers leaving bad reviews and try to avoid doing so myself without good reason, but this was honestly the worst customer experience I've ever had.
30 attempts to get in touch with customer services, 20 mins on hold each time, nobody ever picked it up. No reply on their email, ever. Nobody ever came to install it so it never worked. Nobody got back to me. After a few weeks of shouting angrily at a brick wall I ended up emailing the CEO who did promptly apologise and give me a full refund.
Please, for your own sanity, don't make the mistake of choosing this company - I've switched to a provider 50p/m more expensive and they are a functioning company at least.
- Location
-
- Location
- Darwen, Blackburn
- Reviewing
- Onestream
- Date
- 2020-03-16
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-03-15
- Comments
-
If I can rate lower I would. The worst home broadband I ever used. I mean last 20+yrs. In fact not sure their customer service worst then their product. Just waiting my last 2 months leight of contract to end. Nothing more to say, stay away. Anything but not this one!
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2020-03-11
- Comments
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Never reply to emails, phonecalls are even more useless. Broadband didn't work for the first two weeks after install but- being impossible to contact- onestream did nothing about it. Avoid
- Location
-
- Location
- LONDON
- Reviewing
- Onestream
- Date
- 2020-03-11
- Comments
-
People should just stay away from this, nothing works fine, speed not half as agreed, wifi arrived a week late, nothing went well. You won't even have a "my account" section on their website to check your account.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2020-03-08
- Comments
-
Wow what a shocking sorry excuse for a company that is powered by Vodafone I am nearly at the end of my contract and am truly thankful that I don't have to deal with a crap service crap connection speeds and the fact that customer service is pretty non existant. Every time I call to complain they always say that there is nothing wrong there end. When I log into the router it states that "there is a problem between the router and the isp".
So clearly the router is smarter than the operators. Never had any compensation. The data on my phone is poor reception is more reliable and the customer service is useful as a. Chocolate teapot. All they years I have swapped may providers and never left a review but this time I feel fleeced out of my money. Currently sitting without Internet and was supposed to be rectified in 48 hours. We are at 48 hours and of course the office is closed conveniently. In sure tomorrow I will call speak to a monkey operating a pho e only to find out that my service is not work g which I could have told them.
OK rant over in short STAY FAR AWAY FROM THIS COMPANY.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2020-02-24
- Comments
-
Two months of intermittent service followed by twelve days with no internet connection at all. After several unanswered emails and numerous calls (each of them spending long time on hold before I could talk to anyone), they have been giving different reasons for the slowness/lack of connection - but never got to the bottom of it.
A BT engineer finally came to fix the line 10 days after reporting the fault, but he happened to be ill-tempered and verbally abused the caretaker in the building where I live, so he was not allowed in the premises.
All Onestream decided to do, rather than defending my interests (at the end of the day I am their customer and I am not getting the service I am paying for), was to say that I have to pay a £120 fee for a "missed appointment", when the engineer did not even ring my bell!!!
I think that Openreach may be responsible for the root of most of my issues, but Onestream have never offered the minimum acceptable level of support, despite I have done my best to be understanding and reasonable as a customer.
Conclusion: my honest advice is to avoid at all costs, unless you are after no weekend or evening support, endless response times and general carelessness about their customer's interests.
- Location
-
- Location
- West Bromwich
- Reviewing
- Onestream
- Date
- 2020-02-19
- Comments
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been onestream and honesty customer service is first class, speed is as advertised, reliability is great, cannot say its gone down for more than a couple of hours in 2 years, was with plusnet for about 10 years and was nothing but problems whem i moved address, they couldnt even transfer my number after telling me they can do it, so now i have vonage for my number and onestream for my internet, both company's have been very helpful when i have had issues
- Location
-
- Location
- North East
- Reviewing
- Onestream
- Date
- 2020-02-07
- Comments
-
Terrible company, just fob you off on the phone and never reply to emails.
2 months waiting for activation date and terminated my old Vodafone service leaving me without broadband for 2 weeks.
Took money for 1st months service despite not even letting me know when I will be activated.
Was finally given activation date and was told by email to make sure someone is home to recieve bt engineer or will incur £120 fine. Guess what? They never showed so waited in all day for nothing. And when I called them was told we dont know why you were sent that email? Absolutely terrible company.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-02-07
- Comments
-
ABSOLUTELY DISGRACEFUL COMPANY - STEER CLEAR!!!!!
These scammers phoned my 84 year old father who suffers with dementia and is registered with tps so should never have been called in the first place, the contract was cancelled and now he is being sent letters threatening court action to recover money they claim is owed to them. The stress caused to my father after reading these letters has been awful.
I've sent numerous emails and thought this had been sorted and still it goes on.
Truly awful company
these people are the most disgusting people I have ever dealt with
after reading other reviews on this website I see this is how obviously they do business
- Location
-
- Location
- Kingston upon Thames
- Reviewing
- Onestream
- Date
- 2020-02-02
- Comments
-
Disgusting, immoral company who cold call pensioners illegally (my father's number is on the TPS system, making it a criminal offence for companies to cold call him) and scare/harry/harass them into signing up for a broadband contract.
They are now chasing my father for payment for a service they don't provide (no router was ever delivered to him) regarding a contract obtained illegally.
Despite my repeated phone calls to tell them to stop hassling him, they have now sent threats (full of aggressive language - none of it carrying any legal weight) of visits from their debt collectors.
Well, good luck with that. We've had enough, and are fighting back...
- Location
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- Location
- Devon
- Reviewing
- Onestream
- Date
- 2020-02-01
- Comments
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When we moved to our current house, the previous owners had Virgin fibre and no TV aerial. However the bills kept going up and up. We sorted the aerial and therefore didn't need Freeview and signed up to Onestream. However on the day the BT man came to connect the line, it was discovered that Virgin had physically cut the line, the BT man wasn't "qualified" to climb a ladder and so we decided to stay as we were. We have had constant bills from Onestream. I have emailed to say we are not with them. They have agreed and apologised and said they have cancelled the account. Then this morning I get a letter to say that they will be taking me to court unless I pay £18! This is a Saturday and there is no-one there over the weekend. I am not doing a formal complaint to the ombudsman.
- Location
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- Location
- Doncaster
- Reviewing
- Onestream
- Date
- 2020-01-31
- Comments
-
Avoid this so called company at all costs!!! Had no service for 4 weeks and had no choice but to swap to BT to get phone and Internet back. They are now billing me for the weeks when I swapped to BT and threatening court action and debt collectors. I have written numerous emails trying to sort this out and get ignored. The only response I get is on Trustpilot. Your better burning your money as they did not provide a service to me and it will save your blood pressure and the hours of nonsense you have to endure from them. Sign up at your peril!!!!!
- 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
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- Location
- Birmingham
- Reviewing
- Onestream
- Date
- 2020-01-27
- Comments
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I decided to sign my mother up for this broadband due to the promised internet speed and competitive price. The box arrived two weeks later and might as well of been made of paper. The build quality was shocking. Few weeks down the line the internet goes off, apparently due to a fault with the telecom box in the area. I get given dates when it will be back on. When those dates arrived I still had no internet. Same thing happened again spanning out over a month and they still had the cheek to charge me. The customer service is shocking to say the least. Staff clearly cannot be bothered to solve issues and would rather pass you around. Wish I read the reviews before signing up. Terrible service!
- Location
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- Location
- West midlands
- Reviewing
- Onestream
- Date
- 2020-01-27
- Comments
-
Avoid avoid avoid! Been passed from pilar to post. Spoke to nearly all the staff at the customer services department and none could come up with a reason why they haven’t been connected the internet in over a month. They still had the cheek to charge me even though I was promised I wouldn’t have to pay. Even now I’m sitting here without any internet a months and a half later. Worst company ever. I’ve cancelled my contract and gone elsewhere. Complete waste of time.
- Location
-
- Location
- Dewsbury
- Reviewing
- Onestream
- Date
- 2020-01-22
- Comments
-
Worst company ever, never ever join, i made mistake of not reading reviews
- Location
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- Location
- Takeley
- Reviewing
- Onestream
- Date
- 2020-01-22
- Comments
-
Shocking and Diabolic. I can't believe a company like this is allowed to operate. I run a business and had no phone or broadband for over 8 days. Customer service is disgusting and have still heard nothing after complaining 2 months ago. Avoid at all costs!!
- Location
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- 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
- London
- Reviewing
- Onestream
- Date
- 2020-01-06
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2019-12-17
- Comments
-
The WORST internet provider ever !!
Their internet is absolutely TRASH, Customer Service TRASH, STAY WELL AWAY.
I've called and emailed numerous times as the internet is so bad you can only use one device- as in phone/ tv/ laptop at a time- and its ALWAYS buffering.
I've called numerous times, been on hold for over an hour many times, been promised call backs, wifi extenders to be provided and claimed to be posted out, internet speeds to be tested with investigations on how to improve the service- absolutely NO response or results that result in better internet or customer service.
I've spoken to Dan Kelly, Darren, Abi, Connor, Darren, Blake after waiting on hold for hours combined with no response to phone calls or emails.
I have sky and I can't even use all the services as the internet is so weak it won't even recognise it on the box.
I am at my wits end with them
I'm stuck in contract I want out it at this point as the service and customer service is abysmal.
Save yourself the headache, the blood pressure and run when you see them. RUN AWAY FROM THE DEVIL HIMSELF.
- Location
-
- Location
- Croydon
- Reviewing
- Onestream
- Date
- 2019-12-09
- Location
-
- Location
- MIDDLESBROUGH
- Reviewing
- Onestream
- Date
- 2019-12-03
- Comments
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I tested by speed and got 0.3 i cant access a lot of things as my net slows or freezes or just stops.Customer services stop at 5:30pm when most people get home and switch on,got a problem? sorry were closed!I have lost customers and sleep because of onestreams poor service....my advice avoid,they promised faster for less instead i just got less i had no problem with my old provider! so its not the line they are capping speed i think.Take a pic of the speed test and send it to us she said,my old provider would do a speed test from their end! how low tech are they? be warned and avoid Onestream i wish i did!
- Location
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- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2019-11-30
- Location
-
- Location
- Bonnybridge
- Reviewing
- Onestream
- Date
- 2019-11-27
- Comments
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When I moved house they could not provide broadband in the new location. They then said they would cancel my contract due to this.
A month later they charged me again so i phoned them, eventually getting through and spoke to someone else who said they'd cancel it again for me and refund the extra charges.
Now the next month there is no sign of my refund and they have just billed me again claiming that my contract was never cancelled. This is three times I have had confirmation of it being cancelled and still been charged.
- Location
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- Location
- Crawley
- Reviewing
- Onestream
- Date
- 2019-11-25
- Comments
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While the price seems a bargain the service is awfull. The previous service have been cancel, they sent an email saying that all good and dusted , but no router receive still With no internet on the 5th day
.. just nightmare
- Location
-
- Location
- Wd180nq
- Reviewing
- Onestream
- Date
- 2019-11-20
- Comments
-
Worst broadband company. Please stay away from them. I ring them everyday to ask them to sort out my internet issues and it never gets resolved. Problems since day one. I have given them 1 month notice, now they have totally turned my internet off. I cannot even use it.
- Location
-
- Location
- Liverpool
- Reviewing
- Onestream
- Date
- 2019-11-18
- Comments
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Thieves just con artist don't sign up with them they took my money and never even delivered the router , promised me my money back that was 6 months ago and still waiting .
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2019-11-12
- Comments
-
Please dont sign up with this provider. Not reliable at all. Just keep promising with the delivery time for router. 'i'm apologize for the delay' is their best answer. Then blaming the delivery company for the delayed. Joker!!!
- Location
-
- Location
- devon
- Reviewing
- Onestream
- Date
- 2019-11-06
- Comments
-
terrible. poor broadband speed. awful communication.
charged when i shouldnt have been.
find another provider.
- Location
-
- Location
- Newton-le-Willows
- Reviewing
- Onestream
- Date
- 2019-11-06
- Comments
-
Never write reviews for anything but this is terrible. Everything from the router, the connection, the customer service. Literally can not find one good thing to say about it. Please do not get this broadband
- Location
-
- Location
- Girvan
- Reviewing
- Onestream
- Date
- 2019-10-27
- Comments
-
Got phone installed but haven’t had broadband working at all since I moved over a month ago. Useless trying to call customer services as after waiting 15 minutes each time I gave up, they don’t reply to emails either. Installation charges are a rip off for a service that doesn’t work. Service and communication for a communications company are shockingly bad. Switched to another provider with no set up costs. Avoid onestream like the plague!
- Location
-
- Location
- nottingham
- Reviewing
- Onestream
- Date
- 2019-10-18
- Comments
-
I joined after being with Sky on 15.10.19. The broadband speed is horrendous and if you cancel within the 14 day cooling off period, you have to pay out of your own pocket to return the router that i paid £10 for. DO NOT use this provider, strike a deal with your current provider rather than jump ship for what seems like a good deal. it is CRAP.
- 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
- Bath
- Reviewing
- Onestream
- Date
- 2019-09-24
- Comments
-
I cannot emphasize enough how much of a bad idea getting internet from Onestream is. We were without internet for over a month. Got the router and followed the instructions but there was no internet. Called customer service several times to try and fix it but nothing they suggested worked. Also their lines are only open on weekdays until 5:30pm and average hold time was about 40 minutes. Had to give up in the end and go with another provider. Absolutely ridiculous, seriously do yourself a favour and not waste your time and money with these clowns.
- 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.