445 Customer Reviews over 12 pages
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- Location
- Hastings
- Reviewing
- Onestream
- Date
- 2022-09-12
- Comments
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Worst company ever signed up for a £16.95 per month broadband ONLY deal, 1st months direct debit was £35.30 they said it was for 2 months in advance, 2nd month £21.29 this was for unwanted extras, 3rd month £24.85 more extras so I cancelled dd next month they took £54.84 from my credit card without any permission or notice. As others have said they are a bunch of scammers, worst company I have ever dealt with and have disputed payment with the bank. My advice go elsewhere
- Location
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- Location
- Hatfield
- Reviewing
- Onestream
- Date
- 2021-06-30
- Comments
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All was OK until I tried to switch the account and billing to my partner before I left him. It seems he has not been paying so they reinstated my D/D without my knowledge or authority and charged me for 2 months. They will not talk to me (GDPR) because it's not longer my account but they think they can bill me! Thankfully my bank has sorted it out (I hope). Worst customer service ever.
- Location
-
- Location
- Helensburgh
- Reviewing
- Onestream
- Date
- 2024-04-15
- Comments
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I was very happy with Alex B from customer service today. Onestream had made some errors with my account, which I only discovered because of a communication from a third-party vendor. These were pretty bad mistakes in my opinion but I was put in a much better mood by Alex's excellent customer service. He acknowledged the issues, discovered the causes of the problem and negotiated me a better deal going forward and a partial discount as a sign of good faith. He was courteous, polite, professional and sympathetic and gave me just about as much as I needed to feel satisfied with the outcome of the call despite the fact I now knew Onestream had failed me in the past. Essentially, I think Alex B was the perfect example of what a customer service representative should be. I don't review customer services often and many of them are awful but since this was an exceptionally good case I wanted to leave a review.
- Location
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- Location
- Hereford
- Reviewing
- Onestream
- Date
- 2022-10-17
- Comments
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worst company. I had a contract for £ 22 a month but I never paid this amount because they immediately raised my direct debit to £ 26 a month and only for 4 months because after that I had to pay £ 30! luckily my contract is about to expire, but as a loyal customer I got a great deal for only £ 39 per month !!!!
- Location
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- Location
- Hereford
- Reviewing
- Onestream
- Date
- 2021-09-04
- Comments
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please stay without internet but dont try onestram , they don't respect customers, they increase payments , and reduce speed ,
please try with anther supply.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Onestream
- Date
- 2022-05-28
- Comments
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Price hike during contract (by reducing discount to purportedly cover "inflation" the first time, no information the second month). And now a force upon service with no prior contact or details. Cancelling.
- Location
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- Location
- Heywood
- Reviewing
- Onestream
- Date
- 2023-05-19
- Comments
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Absolute rubbish my contract states 19 a month there taking £26+. And £34+forms fee security I never asked for Ime nearly 80 Ime going to cancel and look elsewhere only been with them 3month had enough
- Location
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- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2023-04-19
- Comments
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Contractual trickery and subtefuge.
All my fault but leaves a nasty taste in the mouth. After a year I'd say the broadband itself was pretty reliable but not above the minimum guaranteed - more fool me for not doing something about it. Plus only at renewal did I notice the tricky way they added 'Onestream Assured' and took an extra £4/month for next to nothing. And cancelling was an awful experience which of course I didn't allow the 30 notice period for.
- Location
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- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
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Broadband totally unusable speeds of only 7 to 11 MB would not let me cancel my contract even though I’ve just installed it I would stay well clear of this lot
- Location
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- Location
- High Wycombe
- Reviewing
- Onestream
- Date
- 2023-11-22
- Location
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- Location
- Horsham
- Reviewing
- Onestream
- Date
- 2022-04-15
- Comments
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Have had 2 engineers sent out - no update for improvement - promised a replacement modem but that hasn't happened. Now the Live Chat never works and it's a long wait to get through on the phone. Nail in the coffin has been the latest email sent out forcing us into the 'Free Trial Activated' (I checked the terms and conditions). If we go against it they now say they'll charge a £120 engineer fee (but we're not the ones causing broadband issues!) - Absolute joke.
- Location
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- Location
- Houghton-le-spring
- Reviewing
- Onestream
- Date
- 2022-07-01
- Comments
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Truly awful.
I found out I've been overpaying yet was supposed to be 19.99 for 18 months. over £100 out of pocket.
40mins so far waiting on the phone. I've emailed on web chat 13 in the queue it claims.
YouFibre I have at my other house brilliant company. UK-based as well.
Onestream is useless. Sad to say they uk based. Do a discredit to us.
- Location
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- Location
- Hove
- Reviewing
- Onestream
- Date
- 2023-06-20
- Comments
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Truly atrocious after the 12 month contract my bill kept increasing month on month. I have complained and still await a reply. NEVER USE THESE PEOPLE THEY ARE THIEVES.
- Location
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- Location
- Ilford, Essex
- Reviewing
- Onestream
- Date
- 2023-07-05
- Comments
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Don't work with them!!!
Worst company to work with! They do not offer services, devices are provided weeks later, there is no one to find support in this company. They will pass you from one person to another and never call back as they promise. After more than a month of no service, they will still bill you for NO SERVICES!
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2022-02-01
- Comments
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after 12 months, the service degraded to 0.22mbps download and 0 upload. rang them up to report about weak router signal, call back with a very aggressive salesman support, they want £34 a month upgrade, nothing will be done, til another 9 months to go. constant reboot of router in order to use it, virtually hopeless broadband provider.
- Location
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- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-31
- Comments
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Very poor Wi-Fi connection.
Increased prices & new customers get it cheaper. Try contacting but nobody to talk to, unless you are a new customer
- Location
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- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2021-07-25
- Comments
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Avoid onestream. They are useless & don't provide what they promised. Used to be ok but in last few weeks really useless . Wi-Fi if rubbish promised upgrade to fibre broadband when I said I was leaving & cheaper price plan & credit. Not heard anything from Onestream since last month.
Trying to change company & they have put something on the line to stop me changing company's.
So I will not be paying for broken promises.
- Location
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- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-11-02
- Comments
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Unless service, no customer service, nobody answer the phone.
Email’s rejected as not monitored.
I want to leave.
Wouldn’t recommend onestream to anyone.
Increase in my billing but won’t let me login to my account as won’t accept my email address.
- Location
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- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2023-10-06
- Comments
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Just tried to ring about moving house.
Waited for 1 hour and 5 minutes for the call to be ended on their end. Furious.
- Location
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- Location
- Irthlingborourgh
- Reviewing
- Onestream
- Date
- 2022-07-31
- Comments
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Useless company!!! Had contract for 18 months but been charged for 19 and on top of that price increased 3 times! Customer service is horrible No body is picking up the phone, live chat is not working, not answering emails. Sending text messages to call them about some offers
- Location
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- Location
- Isle of wight
- Reviewing
- Onestream
- Date
- 2021-03-09
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
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I would give 0 stars if I could. Onestream are an absolute joke!. When I went to go with one stream the engineer said I can't have onestream due to having no cables. So I called them up and said I need to cancel. Its been a month. Twice on the phone to them. Told me I'll hear back. They're still payments from me some reason even that's more than it should be! Plus they charged me £60 to change over address in which I can't even get onestream. They owe me £110 pound. Customer service is s***. They lie to you. And you don't hear back from anyone. They're an absolute joke.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-03-04
- Comments
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My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2023-07-26
- Comments
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AVOID THIS BROADBAND PROVIDER, was told I could use my own router, but on the go live date, it wouldn't work, then had to wait another week for them to send me one of there routers. Due to the cock up they said they would credit me my 1st month's payment. My monthly payment should be £23, they took £41. I haven't been getting my guaranteed minimum speed, tv keeps pausing, can't even listen to 1 song all the way through on alexa without it stopping. I've wasted many hours trying to phone this company, the wait to get through is ridiculous. Now they want £114 to cancel my contract because they haven't kept to their part of the contract.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-02-24
- Comments
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AVOID AVOID AVOID!!!
If I could give no stars I would. When I 1st joined I was charged the anti virus thing even though I cancelled it once the free 3 months was up. When I called up to ask why they had taken the money out even though I had cancelled it the man on the phone was very funny with me and basically told me I was stupid for cancelling it. Took me about 20 times for him to finally listen to me and with a huff and puff he eventually cancelled it. There were also other hidden costs I hadn't asked for. The internet speed is rubbish. I am in a small flat and can't even connect in the room next door. Can't wait to leave.
AVOID AT ALL COSTS.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2022-10-03
- Comments
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Scammers. They charge you for 'extras' that you don't want and haven't asked for. I can't understand how they are still in business. A totally dishonest company. Use them at your peril, but you will regret it if you do!
- Location
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- Location
- Kings Lynn
- Reviewing
- Onestream
- Date
- 2023-11-24
- Comments
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My cheap rate (£37) was due to run out on 11 Dec and I had an email telling me to "click here" to renew for £29. So I did, and then got an email saying the charges were £37 as I had to pay to upgrade my router and pay an additional fee for "Onestream Assured", which would mean I was guaranteed help if I needed it. Thought that would have been included as customer service, but never mind, I was cross that I had been cheated by an inflated price that I called to cancel my subscription. Got put through to an chap called T****r, who spent around 50 minutes trying to talk me into not leaving. He said he would honour the £29 as it was a great deal and I wouldn't find cheaper, and he got annoyed when I said I wanted to shop around first, saying I wouldn't find anything cheaper and what a great deal I was getting. I felt pressured into renewing. So, I agreed, but then looked online at other deals to see that I could get one for £13.99 and even Onestream was offering new customers deals for £20. At this point I rang back to cancel and was put through to T****r again.
He wouldn't take no for an answer, even after he said "if I offered you it free for a year would you stay?". I felt totally bullied, but stood my ground and was told I had to give 30 days notice so my cancellation date was 21 Dec. I'm guessing the first part of the call wasn't recorded as we got cut off and he called me back and wasn't being rude or aggressive, just pushy. I cancelled. Then I got an email saying I would incur cancellation fees of £622 (yes, more than six hundred pounds) or I could "click here" to stay with Onestream.
Seriously NOT happy with this service.
Have since spoken to a very helpful lady in Retentions called L**y. Probably would have stayed with Onestream if I'd have spoken to her in the beginning. Overall a very stressful experience.
- Location
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- Location
- Kingsdown
- Reviewing
- Onestream
- Date
- 2022-05-05
- Comments
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No problems with the broadband but they break your contract to put your price up, sign you up to additional services without asking you, you will never be able to get through on the phone and their online chat is never staffed. In short they are utterly hopeless. I had all of the above issues and complained formally. Still couldn't speak to you anyone as they just send emails that don't answer your email questions or deal with your complaint. The website is hopeless and you can't do anything, bills are are poorly laid out and hard to read. I'm switching and when done I will send a complaint to the ombudsman. Do not be tempted by the low price, you will be sorry!
- Location
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- Location
- Kingston upon Thames
- Reviewing
- Onestream
- Date
- 2020-02-02
- Comments
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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
-
- Location
- Lairg
- Reviewing
- Onestream
- Date
- 2023-06-14
- Comments
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Terrible service, cuts out constantly, and very slow speeds. Customer service is usually closed, takes ages to answer, and are hopeless. I'm stuck with crappy broadband and I can't cancel unless I pay for the whole contract.
- Location
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2020-04-01
- Comments
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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
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2023-11-22
- Comments
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Absolutely appalling service. Impossible to contact, messed up my order, really poor
- Location
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- 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
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
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- Location
- Leeds
- Reviewing
- Onestream
- Date
- 2020-12-30
- Comments
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Just wanted to leave a quick note to thank all the people who have reviewed this company and left the negative reviews. I’m glad I did my research before almost signing up. Seems like I dodged a bullet! So these reviews definitely make a difference! Thanks for the heads up.
- Location
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- Location
- Leeds
- Reviewing
- Onestream
- Date
- 2021-12-21
- Comments
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Genuinely the worst company I’ve had to deal with. I would urge anyone to go with ANYONE else but Onestream. I’ve had over a year of ignored calls, ignored and faulty broadband.
- Location
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- Location
- Leicester
- Reviewing
- Onestream
- Date
- 2022-09-23
- Comments
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This a terrible ISP to cancel any form of contract with as there is virtually no way of contacting them and if you email you never receive a response.
My 'going live' date for an 18month broadband contract was 17/04/2021. Therefore my contract would expire on or around the 17/10/2022. They require 30 days notice to cancel your contract which I gave on approx 05/09/2022 via my new ISP.
However, Onestream have now charged me an early termination fee of £91.53 with no explanation on how they came to that figure with less than a month left of my contract. Complete con merchants. If I cancel my DD they charge £10 per month as a default payment until I pay the £91. Even though I've gone paperless billing they didn't even email me my final bill or suggest that it was ready for payment. I had to double check myself on my account with them. Having looked at previous customer outcomes I am not the only person to have experienced this situation. Please take note and do yourself a favour and avoid this sham of a company
- Location
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- Location
- LEICESTER
- Reviewing
- Onestream
- Date
- 2022-06-26
- Comments
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Aggressive bullies who cannot delivery what they say. when they come across someone who can actually challenge their lies they become very aggressive, Mangers and staff clearly have an unethical culture in the company
- Location
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- Location
- Leicester
- Reviewing
- Onestream
- Date
- 2022-05-26
- Comments
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Cancelled before the broadband service started and was still charged £15 they say didn't arrive into their account. Then charged another £30 for a Kaspersky subscription I never used! Literally con men.
- Location
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- Location
- Leicestershire
- Reviewing
- Onestream
- Date
- 2024-03-05
- Comments
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I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.
That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".
I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
- 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.