445 Customer Reviews over 12 pages
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- Location
- Scotland
- Reviewing
- Onestream
- Date
- 2022-10-07
- Comments
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Absolutely horrendous company. DO NOT under any circumstances sign up to them. They charge for extras that I didn't sign up to and tried to charge me £169 for a final bill when they were still supplying my WiFi, no ideal where the final bill came from. Reply to complaints takes them around 4 to 5 weeks!! STAY CLEAR
- Location
-
- Location
- York
- Reviewing
- Onestream
- Date
- 2022-10-05
- Comments
-
Absolutely shocking Internet 'not ' provider, dreadful signal trying to be released from contract for last 3 months and they just deny any issues. Wouldn't recommend under any circumstances. Team leaders won't respond, won't reply to emails, ombudsman involved now
- Location
-
- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-10-04
- Comments
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This company is one big failure!!!
I signed a £22 contract cancelling their extras by phone. I had to call twice because the first time they asked to call in a week because they can't cancel the extra immediately.
On the second phone call, they confirmed that they had cancelled and they would not be collected for sure, and 2 weeks later they took £29.95 for extras from the account using the card details and not the direct debit.
After contacting customer service again and explaining that I had cancelled extras, they asked me to wait 72 hours for a call back from them.
After the 5th day of lack of any contact on their part and the lack of email confirmations, contacted the company again and again the same conversation, "We will call you back and send you a confirmation email", of course nothing like that happened for next 5 days.
I recommend checking google reviews this will open your eyes to this distasteful company.
With such an approach to the client, you can immediately see that this Onestream broadband is one big SCAM and FROUD.
- Location
-
- Location
- Folkestone
- Reviewing
- Onestream
- Date
- 2022-10-03
- Comments
-
Since I've been with onestream for broadband wi/fi it always disconnects. I am constantly using my 4g on my phone any my Netflix is constantly buffering. Just got home from work and thought I would try and contact customer service but now out of hours. I'm a patient person but my patience has just run out.
- Location
-
- Location
- Kent
- Reviewing
- Onestream
- Date
- 2022-10-03
- Comments
-
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
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-10-01
- Comments
-
Truly regret changing to this company. Within a week my broad band speed dropped to just 4mbps. An engineer came out quickly and diagnosed while the line was capable of delivering 90mbps the problem was with the router supplied by one stream.
Customer service is poor, no weekend phone contact just online chat for which I’ve waited over an hour to connect to an agent. Weekday contact limited to 8.30-5.30 only.
At no time have they delivered the 79mbps I pay for, it can vary between no connection, and then a maximum of 28mbps. Yet the same line with BT consistently delivered 79mbps.
I cannot recommend this broadband provider. Poor levels of customer service, with no follow through so you are just left waiting to see what’s going to happen next, no emails, texts or any contact whatsoever. Add in truly awful broadband provision,this is a company to avoid.
- Location
-
- Location
- Oswaldtwistle
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Cancelled installation but still taken £31.18p and then a month later another £18.95 ( the amount I was to pay if I had gone ahead).
Unable to get a reply from them
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Terrible experience. They managed to cut my neighbours line instead of mine. Neither my neighbour nor I had internet for 3 weeks. I called so many times and it was so very confusing. I changed three times broadband suppliers in the same property and never had such a stressful experience. As a result, I have cancelled my service with them. I called multiple times (30 min wait each time), emailed them twice and I am still getting emails and texts asking me to pay for a service that they never delivered. Avoid at all cost
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-09-28
- Location
-
- Location
- Redditch
- Reviewing
- Onestream
- Date
- 2022-09-28
- Comments
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Customer service is definitely the worse I've encountered. They try and change what you agreed at the end asking you to agree. Very crafty!! If you catch them out, they don't want your custom and say that their credit check system is down and will call you back, but never do. When you ring them back, they have no details., I even got a reference and name from the original customer services operator (I had to ask for it!!) AVOID, THEY'RE ALMOST LIKE SCAMMERS!!
- 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
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-09-21
- Comments
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After I placed my order I found these reviews and was very worried. My router didnt turn up in time for my go-live, so I was without the broadband I needed for home working. Ready for a fight, I phoned just after 5pm on my go-live date. I was expecting my call to go unanswered. It was picked up after about 12 minutes waiting, which was a real surprise. The rep apologised that the router was late (it had been shipped) and sent my login details via text. I had a spare router so with the login details I was able to get back online. The rep also cancelled the unwanted additional products and volunteered info to me that all call were recorded and therefore if I saw any charges just to phone up and mention the call. I got email confirmation of the cancellations.
My speed is better that what I was getting with BT (Somehow). I dont know about reliability yet - too soon. Customer service for me was pretty good.
I dont know if I was just lucky, but so far so good. I have given 3 stars for overall satisfaction as I do not like the way products are added that cannot be removed when placing the order, and then they are charged after a grace period. It remains to be seen whether any incorrect charges hit my account but since the products were cancelled on the go live day (and never activated), they dont have any grounds.
I may be a one-off, or maybe they have turned a corner. Lets wait and see.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2022-09-15
- Comments
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I've just spent 18 minutes waiting for someone to answer the phone. If this is how you treat new customers forget it. Cheaper doesn't necessary mean a better service. Stay away from this company
- Location
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- Location
- Lowick
- Reviewing
- Onestream
- Date
- 2022-09-14
- Comments
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A waste of time, they don’t answer the phone, reply to emails, I cancelled with 2 hours of ordering due to confirmation email showing different terms than agreed. Since the no communication and still they are sending emails as if order is still progressing.
Just tried calling again but no response.
A TOTAL WASSTE OF TIME? DO NOT DEAL WITH THEM
- Location
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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
- Southport
- Reviewing
- Onestream
- Date
- 2022-09-08
- Comments
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decided to change suppier as onestream have put mine up by £10 ,they have ben creaping it up all the way through contract, they have just sent the bully boy tactics telling me i carnt cancel my direct debit , telling me even nif i finish a day early they will charge me ,then telling me i carnt leave as the service has been so good , ect ect load of bullies , and finaly we want our ball back ,they can have there piece of junk back faulty piece of crap ,beware beware
- Location
-
- Location
- Bradford
- Reviewing
- Onestream
- Date
- 2022-09-07
- Comments
-
Only giving one star because it's not possible to leave 0.
Absolutely shambolic company. 5 weeks without internet or phone. Not once did they contact me. Finally got services restored and then haven't offered anything in the way of compensation. Been promised call backs from managers twice and heard nothing.
The worst customer service (if you can cal or that) known to mankind. Roll on Jan when the contract is finished.
Do not sign up to then, they are useless
- Location
-
- Location
- Bracknelll
- Reviewing
- Onestream
- Date
- 2022-09-06
- Comments
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Extras added automatically, even when you do not want them. If you do not cancel via customer service, you will end up paying extra after "free trial". Just been charged for a whole year of Kaspersky security, even though I did not download it during my "free month" or ask for it.
- Location
-
- Location
- Tameside
- Reviewing
- Onestream
- Date
- 2022-09-03
- Comments
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Without internet for weeks. Then charged £10 more than the price, 2 weeks early, after being told I had a month free for the loss of service. Doesn't connect to all devices e.g. ring doorbell/smart lights. No responses by email. Call center is only open during working hours. Live chat function offline during opening hours. When online, no agent is available. Rubbish service, worst connection ever.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
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Steer well clear. Broadband speed is rubbish. Phoned up to discuss reducing the cost as I am struggling financialy due to health problems. no help what so ever
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
- Location
-
- Location
- Coalville
- Reviewing
- Onestream
- Date
- 2022-08-31
- Comments
-
Stay away from Onestream and use a reputable company.
£16.95/month was the argeed price when I signed up. Over the last four months they have charged me £31.18, £23.58, £17.59 & £20.90 as well as £29.99 for internet security I didn't request or given an option to opt out of. Also watch out for all the other 'optional extras' you'll be auto enrolled on to. I've contacted them 3 times to resolve this 'wheel of chance' monthly bill were the support member either lied and said I'd be charged the correct amount next month or they just disconnect me during the chat. I managed to get the internet security refunded, which took a month and a half to process. This company has no plans to try and retain customers.
- Location
-
- Location
- Hampshire
- Reviewing
- Onestream
- Date
- 2022-08-25
- Comments
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The service was OK until my 12 month contract came to an end and I got a better deal from Vodafone.
They wanted me to return the router to them which I thought was unusual. This is in the contract but it does not say who is to pay the postage. I asked them to send me a postage label but they didn't, so I did not return the router.
They did not want me to leave and sent me daily texts asking me to call me which really annoyed me.
I tried calling them a couple of times but could not get through. I gave up as I had a better deal.
They never answer emails or messages sent on their contact form, like they don't want to commit to written details.
They took a direct debit on the last day of service which i took to be payment i arrears for the previus month. I cancelled it the following week.
About a month later they sent me a bill a further month of service by which time I was with Vodafone. The bill also included a charge of £10 for cancelling the DD. Again, no response from them to emails or written communication.
I will probably have to complain to Ofcom about them.
- Location
-
- Location
- Bedfordshire
- Reviewing
- Onestream
- Date
- 2022-08-22
- Comments
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Do not sign up with these people one stream, they will charge you with loads of hidden charges that are not made clear until they have your bank details. They then make it a difficult as possible to cancel. Their email is not even monitored.
- Location
-
- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
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Customer service very poor. Argumentative call centre after a 30min wait. Bill increased by £10 mid contract.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
-
Save yourself from misery and choose someone else. They charged me for an extortionate package i never been agreed. I asked for the record of the conservation where i said i said yes but never got an answer. The connection is the slowest and worse i never had. The tech team ask me to run tests and buy extra booster and move the router and all the excuses they have but the connection is still crap, plus if I was an expert i wouldn't ask for help. I am stepping forward and officially complaining with ombudusmam. After that, i will pass to my lawyer. This time I won't let it go, they are so arrogant and unprofessional and extremely bad working practices. Be smart, don't be a fool like me, don't pick onestream.
- Location
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- Location
- Wolverhampton
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
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I don’t see how we can get much worse than this! Because of the poor reviews I cancelled the service within the cooling off period, I was then charge £9.95 to deliver a router which they didn’t post out, because I didn’t have the service. Nothing else happened but they didn’t credit me. Today my account has been debited with £29.95 for Kaspersky services. I didn’t order this, haven’t activated this, and have no reference number for this service. Because of this lack of information no one can help me. Contacting my bank I was told I’d authorise this payment, which I haven’t, they told me to contact One Stream. I’m now trying to contact a company, I don’t have any contract with, about an order I didn’t place, in order to not pay any more money. What a scam!
- Location
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- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Terrible experience, the overall positive rating on Trustpilot just shows how untrustworthy Trustpilot is. Long periods of loss of connectivity from day 1. Even when connection is up, speeds are not as advertised which is highly frustrating as the only reason we went with them was for their higher advertised speeds. Long on hold queues trying to get hold of anyone on the phone. Online chat is simply ignored. Emails ignored. I have learnt a painful lesson.
- Location
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- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
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Absolut scam, a couple of tips to deal with Onestream, CANCEL DIRECT DEBIT one day before they take payment. Let them contact you.
If they fail to provide Broadband, CANCEL DIRECT DEBIT, they will definitely call you.
If you want to change your broadband they will say they raised a ticket for someone to call you so don't believe it. Just CANCEL DIRECT debit 1 DAY before they take payment. Put a reminder in your diary.
- Location
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- Location
- Bradford
- Reviewing
- Onestream
- Date
- 2022-08-10
- Comments
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What an absolute joke of a company. Currently on day 18 of no internet or phone line due to an outside fault. Have sent numerous emails including complaints and not had a response to any of them.
Due to their sever lack of customer service I have had to call several times in order to obtain further updates of which there have been none. With having a job where I work from home and require internet access I have had no option other than buy a £50 bolt on so I can use a mobile as a hotspot. When I explained this during the last call I was informed that they would not be offering anything towards the additional cost as a good will gesture.
Steer clear at all costs, they are horrendous and are not worth your hard earned money
- Location
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- Location
- Tamworth
- Reviewing
- Onestream
- Date
- 2022-08-09
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-08-08
- Comments
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if I could give it no stars I would, THE WORST COMPANY EVER, will not help you with your issues and no matter what you say to them they don't care, avoid at all costs!!!!!
- Location
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- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-05
- Comments
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Absolute bunch of scammers.Do not under any circumstances give them your bank details.Cancelled my direct debit as the agreed price of £19.95pm turned out to be £27.50pm but they still found a way of getting into my account and taking monies.
- Location
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- Location
- Skelmersdale
- Reviewing
- Onestream
- Date
- 2022-08-04
- Comments
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Absolute garbage 15 months of hell ended up paying to get out of it and went vodafone what a difference its like comparing ronaldo and me and trust me thats as far apart as you can get, if u want cheap fibre that drops out every 60 mins then go for onestream or pay £6 a month for all singing with 4g dongle and booster box try vodafone trust me the difference is staggering, funny thing is onestream badgered me to death when they found out i was leaving, their router is the worst router u can get
- Location
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- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-08-03
- Location
-
- Location
- Blackpool
- Reviewing
- Onestream
- Date
- 2022-08-02
- Comments
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This company needs closing down they are nothing but scammers.They will hit you with charges for things you didn’t ask for.Whatever yo do don’t give them your bank details they will take unauthorised payments
- Location
-
- Location
- Irthlingborourgh
- Reviewing
- Onestream
- Date
- 2022-07-31
- Comments
-
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
-
- Location
- RAMSEY
- Reviewing
- Onestream
- Date
- 2022-07-30
- Comments
-
Up graded to better router to run portal cost extra £40 still not run portal properly its slow goes off watching nexflix cannot get on the onstream web site you camn view your bill thats it very frustrating worst one ever been with
- Location
-
- Location
- Prestatyn
- Reviewing
- Onestream
- Date
- 2022-07-28
- Comments
-
EVERY single ONE star review is spot on!!!!
Singularly the WORST ISP on the marketplace. How these cowboys are still in business is an absolute mystery.
Been without internet now for nearly 3 weeks. BT Openreach engineer said that it is the router at fault. Onestream say they found a fault on the line. nobody can agree!!!! opening hours for talking or live chatting are normal opening hours so therefore rendering that part of the service just as ineffectual as the rubbish speeds and constant dropouts we were getting. we are getting approx. 20 dropouts per day and getting around 32mb per second on their 80 mb plan. as soon as I ring their number to talk to anybody at around 5.15pm, they keep you hanging on until 5.30 (their hometime) and the line goes dead. You ring back and they say "our offices are closed" USELESS, USELESS USELESS. Will be stopping my direct debit as soon as the contract is due to end.....I BET a TENNER they'll be on the phone to ME at ALL HOURS OF THE DAY AND NIGHT to get me to start paying again!!!! I am FURIOUS with their intransigence and could't give a damn attitude. DO NOT USE THIS COMPANY ladies and gents.....You have been warned.
- 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.