445 Customer Reviews over 12 pages
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- Location
- Derbyshire
- Reviewing
- Onestream
- Date
- 2022-07-28
- Location
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- Location
- Milton Keynes
- Reviewing
- Onestream
- Date
- 2022-07-21
- Comments
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Beware - the weasel words of the 'free for a month' One Stream Assured / Kaspersky trials. I was charged immediately for the One Stream Assured so-called service as soon as I could check my bill online (given access to this 2 weeks after the 'installation' day, where no engineer showed up). Upon phoning to enquire about this I was sarcastically told that their policy is to charge pro-rata (another month in advance) so this was valid! I asked for this to be cancelled along with the Kaspersky, but I am now very concerned after reading about all the other people who have been been ignored by One Stream customer service and been billed anyway. I've only been with them 2 weeks and already know I will never use them again!
- Location
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- Location
- Lancashire
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
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- Location
- Cumbria
- Reviewing
- Onestream
- Date
- 2022-07-19
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-07-16
- Comments
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Where to begin, an awful 18months with continuous connectivity problems, firstly the internet provided drops in and out frequently, the range is awful, doesn't even make it to my back garden. The bills even though contracted to a certain amount were inflamed due to them adding on 'services' such as an engineer maintenence for £5 odd a month and a further £9 a month as quote from customer services 'the government made everything more expensive so we' be increased your dd as a result' (I'm on a fixed term contract which is a break of the contract in itself. I'm still trying to claw these extra expenses back since iv not agreed, asked or took out any of them. A complete nightmare which has cost double to what a main stream provider with better services would have. Lesson learnt
- Location
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- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2022-07-15
- Comments
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Called 6th July to give them 30 days notice as my current contract was coming to an end. Was told I had to phone and it would not be accepted on live chat as it could be anyone. Woke up the next day and they had cut me off. Dead phone line. When I asked them why they had done that they said it was a mistake their end and they got the end dates wrong. Still have no broadband and working from home and paid until 5th August in advance. They're not bothered. Been with them for 18 months and that's how they treat their customers. You have been warned.
- Location
-
- Location
- Scotland
- Reviewing
- Onestream
- Date
- 2022-07-14
- Comments
-
I've been with the company for one…
I've been with the company for one year, the current contact is due for renewal soon, so I phoned them yesterday to see if I can get the same lower price contract for new customers, which I found online. The guy from the customer service tried to sell me more expensive deal, and I refused. I insisted that I only will agree to a new contract if the price is the same as the one I found online. He told me he will speak to his manager and will get back to me, he then told me that I will get the price which I wanted for a 24 months contract, but I have to agree on the terms and conditions over the phone. Today I found out that I've been sold the more expensive contract and I CAN'T CANCEL IT!!!!!! It's shocking!!!!!!
BEWARE!!! They will waste your time, they will go in circles, and in the end they will sell you what they want, not what you want!!!!!
AVOID AT ANY COST, TERRIBLE CUSTOMER SERVISE.
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-07-11
- Comments
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Been without service for three and a half weeks. No one is doing anything about it. The few times they have tried to contact me, it has always been during my uncontactable hours - which I have reminded them of every time I have contacted them. Phone calls and online chat are pointless as when I finally get through, the advisers can only pass on messages - which are then ignored. Can't speak to anyone more senior. Official complaints have been ignored. Feels like a cowboy broadband provider: They take your money and ignore any problems that arise. Avoid at all costs. They are not worth the headache.
- Location
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- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2022-07-04
- Comments
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I’m not being dramatic when I say this is the single worst company I’ve ever attempted to use. Their customer service is horrendous, you’ll be waiting for at least an hour only to be placed on hold and not have your problem tended to for several days. Their billing is ridiculous, they’re still trying to charge me to my account which I closed 3 months ago.
Do not use this company. About at all costs
- 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
- 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
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
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Avoid at all costs! Hands down the worst ISP I've ever used. Mainly working from home, my partner and I suffered connection drop outs 1-3 times a day, every day. Onestream tried to resolve the problem by sending BT engineers out to us with an ominous message that if the fault was down to us we'd have to pay £££ for the call out.
The router they provide seems to be the source of the problem. Reading reviews of it it isn't really intended to be a wifi router. From what I can tell it was made in the 90s and costs about ten quid on eBay. It's not up to the job and its range makes it basically worthless. It also can't seem to handle more than 4 devices connected at any one time.
While TP Links solved the range issue, the dropouts were still constant. Onestream accepted no liability and wouldn't replace the router.
We've since moved and cancelled (thank god) and gone with BT. Haven't had a single drop out since.
I expect they'll be out of business soon.
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
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Please do not undertake a contract with Onestream.
During the contract everything was ok but when the contract was coming to an end it took me at least 5 attempts to get them to agree it was the end of my contract and therefore I was in my rights to end it on the specified date without charges being incurred and without having to provide exactly 30 days notice. I was then bombarded with calls and emails telling me I had to contact them regarding leaving as there were charges owed - after me having to deal with them on the phone, chat and raising a complaint I eventually got agreement all I was doing was ending my contract after the agreed term and therefore no charges were contractually applicable.
They then post the end of my contract took funds from my account for a period of time I didn’t have a contract nor a service. I am still
Awaiting a refund 2 months later even after countless contacts of me chasing and even raising a complaint of which they didn’t acknowledge any bad service or error - couldn’t even apologise
In total I’ve spent in excess of 10 hours just trying to end my contract at the end of the agreed term !!!
Do not touch with a barge pole
- Location
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- Location
- Buckinghamshire
- Reviewing
- Onestream
- Date
- 2022-06-16
- Comments
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Strange but they add a callout package without me asking for it and then when you take it off you you suddenly get broadband issues. Internet dropping out and slow speeds. Tried to contact them today only to find their agents are all offline and the telephone number advertised on their website is no longer in use.
So poor please stay away from this company.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2022-06-14
- Comments
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Onestream accidentally cancelled my contract and I now have to wait 2 weeks for everything to be set up again. Very convenient when you work from home. No apology,no compensation. Appalling service.
- Location
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- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-06-13
- Comments
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Absolute rubbish don't be fooled by their offers there increase the price per month needs reporting to ofcom I'm glad I'm terminating my contract
- Location
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- Location
- crieff
- Reviewing
- Onestream
- Date
- 2022-06-12
- Comments
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Worst phone company I have ever had to deal with. They do not answer the phones, tell lies saying they haven't received letters. I would sooner use a length of string and 2 tin cans than to use a company like them
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-06-12
- Comments
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DO NOT SIGN UP WITH THESE THIEVES.
Long story short, they set up a direct debit and charged me for the present month and next month, fair enough. Once they had took the payment they then set up another direct debit in a different name and tried to take the payment again.
When I blocked that transaction they cut off my broadband stating that they reserve the right to stop my service if I don't have an active direct debit? After many phone calls confirming the original direct debit was still active my broadband still wasn't re-activated. Then I got repeated text messages telling me I was in breach of contract and will be charged for the rest of the years subscription, which they had turned off.
Looked at my bank account yesterday and they had used my card details I gave them for the £10 router delivery, took £30 for kaspersky anti virus that I had opted out of and confirmed on 2 separate occasions. I saved the online chat transcript but this didn't make any difference, it was being passed to the relevant department.
Absolute scam merchants and thieves, avoid at all costs
- Location
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- Location
- ROMFORD
- Reviewing
- Onestream
- Date
- 2022-06-08
- Comments
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Just like everyone else really. A truly awful company. The broadband itself is poor.
They added some insurance nonsense at £4 per month without consultation and the web portal doesn't allow the customer to cancel it on there. Phoning the customer service would be quicker via Ouija board, and then you talk to rude and patronising a**holes.
During a single year with this shambles, the price has rising by an astonishing 30%.
Save yourself ££££ by keeping well away.
- Location
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- Location
- North east
- Reviewing
- Onestream
- Date
- 2022-06-01
- Comments
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Great for the first 6 months other than the 2 months charges for broadband assured that they insisted I agreed to. After cancelling it they sent me an email from a non standard address causing it to go to my junk mail. In it they stated that because I was such a good customer they'd signed me back up for a free month and that they'd continue charging me for it after the free month was up, caught it after the first charge and made them reverse it. They made an appointment with an engineer against my will that they were planning on charging me for. I cancelled the appointment but they sent the engineer anyway. For those wondering why the 8% increase resembles 14% it's because the price they give you for your contract includes a discount, they increase the price pre discount by 8% then take off the original discounted amount, which is significantly more. When you call them out on this they repeat the same practiced script over and over. My broadband breaks for at least 30 minutes every day for seemingly no reason. Can't wait until the contract is through, I've already reported them once
- Location
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- 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
- Beds
- Reviewing
- Onestream
- Date
- 2022-05-28
- Comments
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making a complaint to the ombudsman. Worst ISP ever. Dishonest. Did not get the price quoted. Still taking my DD a month after new ISP. Rubbish customer service. "Blake" claimed not to have a record of my email address and would therefore not speak to my son (I'm a deaf octogenarian but Blake text me 20 times asking me to call him.) Avoid ONESTREAM at all costs. I'd give them minus 50 as a score, if I could.
- 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
- Worksop
- Reviewing
- Onestream
- Date
- 2022-05-21
- Comments
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Bad connection all the time. No improvement. No customer service . No where to complain. Worst to worst. Can’t wait until I finish my contract to go back to old virgin media.
- Location
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- Location
- torbay
- Reviewing
- Onestream
- Date
- 2022-05-20
- Comments
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Worst experience EVER. Half the download speed tested before they took over, condescending customer service and try to rob you with extras you haven't asked for (Kapersky) that YOU have to cancel. Terrible company
- Location
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- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
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These must be the worst broadband provider ever. Increase prices without informing you, then add a additional care package on @ £3.95. month without informing you, then don’t answer the phone.
My original £22.50 pm is now £29.50 pm, despite there advertising blurb or no increase throughout one contact
STAY WELL CLEAR
- Location
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- Location
- Derry.northern ireland
- Reviewing
- Onestream
- Date
- 2022-05-19
- Comments
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Awful company,Customer support non existant.AVOID you have been warned!!!!
- 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
- Aldridge
- Reviewing
- Onestream
- Date
- 2022-05-18
- Comments
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A copy of my email, which explains all:
Dear Onestream,
You and I are aware that I have cancelled my Direct Debit mandate and are also aware of the reason why. You have confirmed on at least two occasions by telephone that due to your inability to provide broadband, there are zero charges on my account.
On 22/04/2022 I called and spoke with a female to confirm that because I was still without useable broadband, I would be taking my business elsewhere. After trying to persuade me to stay, she agreed there would be zero charges.
On 26/04/2022 at 14:05 I received a call from Harvey who again confirmed there would be zero charges on the account. I then received an email at 12:16 acknowledging my cancellation.
On 16/05/2022 at 12:45 I spoke with Jacob and asked why, despite my cancelling the direct debit, you attempted to steal funds from my account. Had I not received a notification from my bank the day before then you would have been successful. Jacob advised he would get the above calls listened to the above call and confirm the zero charges.
On 18/05/2022 at 18:00 I am still waiting for that call.
Therefore, please log this matter as a complaint and provide a complaint reference. Please also confirm there are no charges on the account as I have not been provided with any service.
If you require any further information, please see attached emails (sent 13/04/2022 and 20/04/2022) describing the technical difficulties encountered to which – despite receiving Read Receipts – I received no replies.
May I take this opportunity to advise you that should you continue to pursue me for monies or affect my credit rating in any way, then I will not hesitate in taking litigation action against you.
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-05-13
- Comments
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Onstream practices Mid-contract rate hikes - my monthly bill went up 12%. So much for a price promise. They say that their terms and conditions allows for a RPI increase, but this is less than transparent and breaks the trust of the consumer. Even so, the RPI had gone up around 8% not 12%. Onestreams price offers are not to be trusted if they can change them mid-contract
- Location
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- Location
- Yorkshire
- Reviewing
- Onestream
- Date
- 2022-05-11
- Comments
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Very poor customer care. Don’t answer phones. Don’t reply to emails. When you finally manage to get through they cut you off. They make mistakes on bills and cut people off. They will threaten customers with muddying their credit score if they don’t get you to pay fines they’ve made up. STAY WELL CLEAR
- Location
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- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2022-05-09
- Location
-
- 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
- Bedfordshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
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Stay away! Worst internet provider I’ve ever had. My room is 2m from the router but it only ever works if I’m sat directly next to it. Due to my laptop not having an Ethernet customer service said there’s no way they can test or improve my service. Absolutely shocking how poor and slow the service is. They should be paying me to put up with it. Avoid at all costs
- Location
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- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-05-04
- Comments
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Please please DO NOT use this company, i wish i read all the reviews 1.5 stars out of 5 speaks for itself, you will constantly have a problem with the company! My internet has been susspended because they can't seem to manage someone paying in full. You will be waiting hours in a que to speak to someone, you will be lied to and get ready for money to be taken out of your account for no reason, AVOID AT ALL COSTS! DONT BE FOOLED LIKE I DID
- Location
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- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-05-01
- Comments
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If I could give 0 stars for this company, I would. We purchased our broadband in March and had received an email for the delivery and go live date of the 8th of April, the broadband package was delivered on this date and an engineer appeared a few minutes after to install the broadband. It worked for a few minutes, and then I returned to the property the following day (as had not moved in fully yet), and broadband was off completely.
I had to phone Onestream on the same day, 9th, to ask for them to have someone fix this. The person on the phone told me that they would get back to me via email to give us some clarification of this issue as our go live date was the 8th. No email over the weekend, so I contacted them again on Monday the 11th in the morning to ask if they had any more updates, the customer service advisor told me that we should expect an engineer out on this same day. Low and behold, 2 engineers did actually appear and worked on the fault for over 6 hours, the men could not have been any more helpful or nice, they also managed to fix the fault.
A few days later, internet goes off again, I phone to ask about this but it then turns back on an hour later.
10 days after this - we are completely without WiFi, I had to phone Onestream from the Monday (25th April) afternoon that it happened on all the way throughout the week until the Friday - constantly being told that we haven’t had a go live date yet (although, the go live date can be up to 14 days after purchase, this was now well over a month). We were also told that there was no possible way for us to have been using the WiFi before this time as we hadn’t been given a go live date in the first instance, essentially calling myself and my partner liars? We then were told we would have the new go live date of the 11th of May!!! Two months after purchasing their broadband. We insisted that they fix our problem within 24 hours or we would be switching provider.
Stay well clear of this company, I hate to complain in most cases, but this situation from start to finish has been an absolute shambles.
- Location
-
- Location
- Bexely
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
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Dont. Go. With. Onestream.
They owe me £110. Customer service will keep you on hold for over an hour. Tell you lies. Do nothing. And even the engineer that came round told me lies and said i cant have one stream here and that was a lie and yet he told onestream the opposite and they kept taling my money despite me ringing up and telling them i want to cancel. And nothing got sorted.
Believe me. These just lie to take your money. Then you try and contact them and they lie.
Stay
Away.
Believe me.
- Location
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- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-04-29
- Comments
-
Should be able to put 0 stars. Awful in every sense - currently sat on the phone (63 minutes already) and still waiting to be answered. Overcharging, stating I signed up for extra services when I didn’t, slow internet…avoid at all costs.
- 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
-
- Location
- Durham
- Reviewing
- Onestream
- Date
- 2022-04-28
- Comments
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This has to be the WORST internet I have ever had in the past decade. The signal is complete garbage and dips whenever I am gaming every 30 seconds. Customer service is bad and that is if you can even get through to them. I was on TalkTalk before and never had this issue and I am now going back to TalkTalk. AVOID THIS COMPANY!
- Location
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Onestream are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Onestream.