445 Customer Reviews over 12 pages
-
- Location
- Canterbury
- Reviewing
- Onestream
- Date
- 2023-04-17
- Comments
-
Worst ever slow speeds customer service terrible avoid my 12m contract is just ending thank God
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-04-16
- Comments
-
Genuinely the worst internet service and line quality I have experienced in my 30 years on this planet. I was quite sure it was just a hamster on a wheel keeping the connection going. Would be better off getting two tin cans and a rope to shout down the packets of information.
- Location
-
- Location
- Belfast
- Reviewing
- Onestream
- Date
- 2023-04-16
- Location
-
- Location
- Haddington
- Reviewing
- Onestream
- Date
- 2023-04-12
- Comments
-
Really terrible overall service quality. This includes line speed, internet reliability, phone, live support and billing. I have only had my service for 4 months. OneStream would not give me a service without a contract. I have reported slow speeds and intermittent connectivity 4 times already and every time I get told it's my WIFI. I then proceed to explain that the test was done with all other devices kicked off my WIFI and that my device used for testing is directly connected via CAT cable. Not once have I had someone contact me to actually follow up on this. Today I phoned in to cancel and I get a £233 cancellation fee. This also does not mean that I can keep my router. What exactly is this cancellation fee for if I was not getting the download/upload speeds as promised? You guys have seriously let me down and so have they with many others!
- Location
-
- Location
- Brentwood
- Reviewing
- Onestream
- Date
- 2023-04-11
- Comments
-
Please read all the reviews, they speak the truth. Dreadful customer service and price increases without notice or explaination what for, then you can't get in contact with them.
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Onestream
- Date
- 2023-04-11
- Comments
-
Dreadful. I’ve just supposedly gone live with this lot… They don’t work weekends and limited hours on weekdays. Nothing works… Trying to call them is impossible; you just hang on endlessly and then just get cut off.., or in the unlikely event that someone answers, they are just clueless. I’m going to cancel. What a nightmare.
- Location
-
- Location
- Tewkesbury
- Reviewing
- Onestream
- Date
- 2023-04-10
- Comments
-
Appallingly bad. Non existent customer support. 3mb/s on 60mb service.Sign you up for all sorts of things you didn't ask for. Avoid like the plague
- Location
-
- Location
- Tunbridge wells
- Reviewing
- Onestream
- Date
- 2023-04-07
- Comments
-
Phoned them to cancel the mcafee security before the free trail ran out. The man on the phone was VERY pushy for me to keep it and wouldn't take no for answer. In the end I said just cancel it, I do not want it and he huffed and puffed and said OK I will put a note on your account. Thought that would be it..........oh no! The money came out of my account making me overdrawn and paying bank fees. Don't think they seem to realise people nowadays are living pay packet to pay packet amd don't have the extra money. Have only been with them 6 weeks and regretting it already. Also couldn't find anything on line to cancel the mcafee otherwise I would of done it that way rather than talking to someone who made me feel bad for not having the extra money to pay for something I don't want.
- Location
-
- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2023-04-06
- Comments
-
Utterly dreadful. Very slow speed , can’t contact them and just had price increase to £28.50. Son pays less with SKY with literally 10x faster speed. Can’t even find out how long my contract is, will be off ASAP. Definitely contacting Ombudsman . Appalling company . Should be closed down
- 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
- Belfast
- Reviewing
- Onestream
- Date
- 2023-04-05
- Comments
-
If I could do 0 I would absolutely unbelievable in this day and age the service I have received or sorry not received! Guys please check these people out before you even think about using them absolutely horrendous telling me I can’t cancel a service that I have (never received) because there is nobody available in that department!on the phone for 1 hour and 20 mins to be told account manager will call me back who hasn’t returned 1 of my calls in the last 4 weeks! Just give them a miss save you’re self hassle woeful
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2023-04-05
- Comments
-
Awful, go elsewhere. Only joined in November at £19-95 now they want £29, nearly 30% increase, Internet keeps buffering and trying to contact them is nightmare. Roll on December so I can leave
- Location
-
- Location
- Matlock
- Reviewing
- Onestream
- Date
- 2023-04-04
- Comments
-
A terrible experience that I cannot recommend. The customer service has always said the right things but then never followed through. I was overcharged and it wasn't until 6 months after the contract started it got sorted and all the promises of refunding money, etc never happened. The broadband speed was initially good but has got slower and slower until it is now less than 1/6 of what I should be getting. There helpline takes an age to get through on and they just don't seem to know how to fix the slow speeds. Avoifd at all costs!
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2023-04-02
- Comments
-
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
- Caerphilly
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
My 18 month contract with onesteam started at £21 in june 2022 and today it is now £33 without notice. The speeds are so slow i could hardly turn a page on google news on my mobile phone and the pictures often wouldnt show up. Roku stick didnt have enough power to work at all on my tv. If i could turn clock back id never have chosen this company. Often i have no broadband at all and have to unplug the router box . Im a pensioner on a limited budget im afraid im stuck with this mob until later this year when i can then look for a decent company for my broadband service.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
Avoid like the plague, terrible company with hidden charges and now they've increased the price mid-contract by 26%...
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
Have had to call them repeatedly due to slow speeds and dropping connection, they keep promising discount on the next bill but never actually apply the discount.
Can't leave them soon enough.
- Location
-
- Location
- Devon
- Reviewing
- Onestream
- Date
- 2023-03-29
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-28
- Comments
-
After 3 months the broadband speed dropped and so as I have an older laptop I struggle picking up the WiFi. As on more than one occasion for the refund for a antivirus that I do not need, 6 months on still waiting. I would not recommend Onestream.
- Location
-
- Location
- Canterbury
- Reviewing
- Onestream
- Date
- 2023-03-27
- Comments
-
Total shambles download 1.5 upload .06 buffering trying to get to speak to someone impossible and the price has gone up I'm out of contract soon happy days people beware thus is a crap company that does not do as promised
- Location
-
- Location
- South Woodham Ferrers
- Reviewing
- Onestream
- Date
- 2023-03-21
- Comments
-
What an absolute shamble of a company. The broadband speed is appalling as checked using the Openreach test says the download speed is 49 Mbps, whereas Openreach says 5.5 Mbps. When using Amazon fireTV, it keeps stopping and restarting, so it's definitely not right! No discount on the broadband speed as their software says it's OK! What bulls..t
Now they are also putting up the annual price, by 17.3% - wtf! It's in their terms and conditions, so there's no chance to argue this (rate of inflation plus 3.9%). So how does a monthly bill of £23.21 got to £28.71 (£5.50)? £23.21+17.3% is £4.02 ... its because they offer you a price, discount it, add vat but don't still give you the same percentage discount!
Stay clear
- Location
-
- Location
- South West England
- Reviewing
- Onestream
- Date
- 2023-03-20
- Comments
-
Avoid! Almost impossible to contact. Onestream supposedly removed an added value service that is pure profit, discovered it has been billed every month. 66% price increase after year one to £46.33 per month. Ofcom complaint for breach of licence to be submitted
- Location
-
- Location
- Canterbury
- Reviewing
- Onestream
- Date
- 2023-03-20
- Comments
-
Very unreliable service poor customer service. When you contact get told get connection speed when it so poor. My mobile provider is twice as fast. Very difficult to get information regarding leaving and details of account
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-03-17
- Comments
-
I wish I could give less than 1 star, what a pathetic & expensive service. Poorest customer service I hv ever experience.
- Location
-
- Location
- Lincolnshire
- Reviewing
- Onestream
- Date
- 2023-03-04
- Comments
-
Not even sure they still trade - virtually impossible to contact, ignore emails, very long waits on the phone, an "online chat" facility that's only available on a Saturday, (and then can't be found) charge when they shouldn't... the list goes on. They may be cheap, but buyer beware.
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-02
- Comments
-
Good broadband service. However when it comes to getting a refund for an antivirus that I do not require getting back the money taken from my account seems impossible. Once my contract is finished I will not be renewing my contact with Onestream.
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2023-03-01
- Comments
-
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
- Marlow
- Reviewing
- Onestream
- Date
- 2023-02-17
- Comments
-
I can see that up until Onestream I had always had good service with other suppliers because Onestream is terrible.
Right from the start the connection would drop out randomly through the day and now 11 months later it still does. Some nights it makes watching any streaming content totally impractical.
On occasion I used to do a little gaming but again because of the random dropped connection it can really ruin online gaming experience.
Service (what service!), We have made a lot of calls to Onestream talked to their operators and engineer several times. We tried everything they told us including a new router, wired and unwired connections and turning everything off and on. No fix. They will not countenance letting us out of contract and just give use the run around between the operators and the engineer.
Awful.
- Location
-
- Location
- Tn339ax
- Reviewing
- Onestream
- Date
- 2023-02-13
- Comments
-
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
- Deal
- Reviewing
- Onestream
- Date
- 2023-02-13
- Comments
-
I have been with the company around eight weeks.
An engineer has had to call four times.
The service was down all through Christmas, and now down during the week of half term too.
They refuse to discuss letting me terminate my contract and have said if I want to leave I must buy out the rest of my contract.
I'm left with no choice - as any parent with children will tell you - a holiday with no internet, so no netflix, amazon, tv etc - along with no ability to work from home - isn't even vaguely pratical.
Avoid at all costs.
- Location
-
- Location
- portsmouth
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Horrible experience! Stay away from this company. It took more than one month to fix the internet problem with. Then, they do everything to not let me to cancel my contract. Today, I had my 5th call with them since 23rd December 2022, they don't cancel the contract but continue to billing. I say I want to cancel my contract, they say : let's check your internet speed... Let's give you another router... etc.. etc...
I will probably end up at court with them.
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
If I could give this company a minus rating it would be in quadruple figures. The connection constantly dropped out. Signed up to pay £17.99 a month, they then charge extra for the router and add on McAfee security without your consent at another £9.99. My bill then came to over £30. None of the invoices or charges ever made sense. Was on hold for over an hour to speak to customer services. Tried cancelling as I moved and it never worked anyway, they said it would cost £180 or £60 to change the address. They then said if I take out a new contract at a higher cost they will transfer it for free. Reluctantly agreed, they gave me no cooling off period when attempting to cancel this contract. After spending in total about 8 hours on hold I finally spoke to a "Team Leader" who agreed to cancel the contract (this being after multiple calls and told something different each time I called) This was in Oct, it's now January and they are still attempting to take money from my account. First £120, then £98 now another £97. They still send me bills which again make absolutely no sense. The team leader is called Blake Rowland who told me it was cancelled. I've informed him of the multiple attempts at taking the money which he said he would sort, he obviously hasn't. AVOID this company at all costs. I have reported them to Trading standards, Ofcom and Ombudsman.
- 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
- Barnsley
- Reviewing
- Onestream
- Date
- 2023-02-01
- Comments
-
Without doubt the worst. I signed up as sounded a good deal, within a week my speed was down to on a good day 4mb but usually 1mb. I spoke to them and they would say wasn't a problem at their end. I upgraded my router at an additional cost to improve it. Didn't work was told by customer service I could cancel my contract. Moved to Sky where i now get 500mb for £10 more a month. Now Onestream are threatening me with CCJ for £192 that I will not be paying. Horrible company avoid!!!
- Location
-
- Location
- Bolton
- Reviewing
- Onestream
- Date
- 2023-01-30
- Comments
-
The worst company I've ever had the misfortune to deal with, they load your bill with extras that you are opted into without your consent. These are free for 2 months, presumably so that people will be unaware of the increase until it's too late, I only became aware of this by chance when I came across the dozens of poor reviews from people with the same experience. I'm currently stuck with a bog standard router I didn't want or ask for that I'm going to be forced to pay nearly £50 a year for and that at the end of my contract I'll have to return at my own expense. I was informed that if I want to end my contract early I'll have to pay the entirety of the contract in full.
Customer 'service' was just plain aggressive and unhelpful.
Hopefully this review can save somebody the dreadful experience i've had, as well as a not insignificant amount of money.
- Location
-
- Location
- Eastbourne
- Reviewing
- Onestream
- Date
- 2023-01-28
- Comments
-
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
-
- Location
- Midlands
- Reviewing
- Onestream
- Date
- 2023-01-27
- Comments
-
Wish I had seen these reviews first, I thought Vodafone were bad Onestream are far worse, Many Many Broadband outages for no reason, no problems with other suppliers, slow speeds, extras added onto the bill that you have to fight to get back, luckily only 12 month contract so can cancelled asap to never return.
- 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
- Scotland
- Reviewing
- Onestream
- Date
- 2023-01-23
- Comments
-
Please please do not sign up to Onestream. I tried to cancel after the first week as the Wi-Fi kept crashing. They said there was a months trial period but after contacting them to cancel no one got back to me. I eventually got a threatening bill for £75. I eventually got through to Christian Headley who gave me his email address and said he could see it was cancelled within the trial period so he would inform the payments department. So fast forward to last week I got a final demand notice for £45.78 which I decided to pay to get rid of them. I could not pay this bill via their online payment system as it didn’t work. I tried calling the number they gave for their payments department at least 10 times (for at least an hour) and couldn’t get through. I now have had a bill sent telling me I have a note put on my credit file and it will affect my credit score for something that clearly isn’t my fault. Onestream do not answer emails, the online chat doesn’t work, no one from customer service answers the phone and the online payment system does not work. I am absolutely disgusted and livid by the way I have been treated by them. Please please avoid this company at all costs!!!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-01-23
- Comments
-
Unscrupulous, cheats, liars. Avoid at all cost.
I joined paying £18 for first 6 months and by the end I was paying £42 a month. Extremely sly price increases (burying announced price increases in the fourth paragraph in an email). Then no emailed statements. Internet speeds were often awful - not unusual to have 2mb download speeds. Then I spotted they require the router to be returned after the contract ends - again buried in an email which could be easily overlooked, and so I dread to think what the fine would be if I didn't return it.
Not sure how they're permitted to trade and sell their products as they do.
- 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.