445 Customer Reviews over 12 pages
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- Location
- st5 7AG
- Reviewing
- Onestream
- Date
- 2022-04-27
- Location
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- Location
- Exeter
- Reviewing
- Onestream
- Date
- 2022-04-26
- Comments
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Onestream are terrible - fortunately I was able to cancel before my "go live" date. On taking out the order, an engineer appointment was booked. No email notifications of this appointment. Take the day off work - nothing. Try to get in touch with them - their "lines are busy, 10 minute wait" automated answer never answered, the callback option never called back. The "one minute wait" livechat took over an hour to respond. Then I learned the engineer appointment had been moved to the next day. No notifications of any of this. Then I cancelled, and was then told an engineer wasn't arriving anyway as I was only being "transferred" to their service (despite me being new to fibre). This leads me to think that the service wouldn't have been fibre at all. Overall this company is atrocious, and I'm extremely glad to escape being locked in with them, despite having to wait another two weeks for a new supplier.
- Location
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- Location
- Menstrie
- Reviewing
- Onestream
- Date
- 2022-04-21
- Comments
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I have only been using Onestream for just over a month and getting a speed of 16mbs (35mps guaranteed!) I thought I'd made a mistake ... this seemed confirmed when I was holding on to the phone for over 45 minutes waiting for a reply before I had to give up as going out.
The next day I got through to a Tech support person within 5 minutes. That call lasted about 20mins during which everything possible was checked out and I was advised I'd get an email with a date for an engineer to call.
This arrived with 24 hours and there was a delay due to Easter but it was quicker than I expected.
The Engineer arrived and spent a considerable time updating sockets and I'm now reliably getting readings around 37 -38 MBS.
Result = A very happy customer!
- Location
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- Location
- Dunblane
- Reviewing
- Onestream
- Date
- 2022-04-20
- Comments
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Just awful. Constantly crashing
- Location
-
- Location
- Yorkshire
- Reviewing
- Onestream
- Date
- 2022-04-20
- Comments
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Would like to give zero stars if possible.
Started off really well, but after 1 year it went all downhill quite quick.
Was left 2 weeks with out internet and 3 weeks without phone (not totally their fault as Interchange burnt down) but I had to phone them to inform what has happened and told them that I would expect a refund from them as BT would be refunding them for lost services. Got given £8 back. Was asking them to keep me up to date but nothing.I had to inform them and keep chasing .
Then they kept putting up the prices constantly with out prior warning and funnily once I was ready to leave they could drop them again?
When I decided to leave they started to try entice me to stay and then started threaten that I would have to pay an early leavers fee after 3years when I only signed up for 12month?
They now have sent me a bill for the whole month of April, after I have left plus late payment no D/D fee when their services seized on 5th of April.
All I can recommend is stay well clear.
- Location
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- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-04-19
- Comments
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Speed less then minimum guaranteed
- Location
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- Location
- Belfast
- Reviewing
- Onestream
- Date
- 2022-04-19
- Comments
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Extremely poor customer service.
- 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
- Coventry
- Reviewing
- Onestream
- Date
- 2022-04-12
- Comments
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Have Broadband+phone deal with Onestream. Phone calls are very expensive since they seem to charge from the instant you dial, regardless whether the phone is answered or not. Now quite annoyed with them by being automatically signed up to a 'loyalty deal' that would cost an extra £3.95 a month. Unsubscribing was made awkward by having to fill in two online boxes and sign a touch screen box that produced an unreadable scribble. No email or chat support to be found either. Their cheap fibre deal doesn't seem to be available in my area, despite Virgin, Sky and other providers offering fibre at my address. Cheesed off with them!
- Location
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- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2022-04-11
- Comments
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My contract/supply was supposed to start on Friday. It's now the following Monday late evening that I'm writing this. Still with no internet since Friday and absolutely no communication in any shape or form explaining what is going on. Technical support opened a ticket for me and that's the last I've heard!!!??? Absolutely unacceptable rubbish is what I've received from day one. They had a 3 week heads up for the switch over so no excuses.
- Location
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- Location
- Beds
- Reviewing
- Onestream
- Date
- 2022-04-07
- Comments
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Awful company . Rude tech staff .constant drop out . Four days without internet. Told it was A Vodaphone issue? Promised a refund for outage duration, didn't get. Tech actually put the phone down on me! Cancelled DD as breach of their terms and conditions..gone with someone else
- Location
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- Location
- Doncaster
- Reviewing
- Onestream
- Date
- 2022-04-05
- Comments
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Absolutely horrendous company, internet keeps dropping, there billing system is shocking and now there trying to charge me £52 for a new router because it isn’t working. The phone team are useless. Avoid
- Location
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- Location
- South Yorkshire
- Reviewing
- Onestream
- Date
- 2022-04-04
- Comments
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Beyond poor customer service!
I purchased an 18 month deal in January of 2020 which i paid in FULL, around 2 months in onestream had taken out 2 months payments from my account, i rang up and explained that i have paid in FULL and that i should be entitled a refund (the refund came around 6 weeks after this). All was find for the most part of a year until Onesteam decided to charge me again once again! This time the payment charge included a late payment fee of £10, i got in contact and said that i have been in FULL for 18 months and that i am not eligable for monthly payments, i was advised to simply 'ignore' the text until, yet again! Another text, saying i am late on a payment, i got in contact with onestream again and said that once again i do not qualify for monthly payment to which an advisor named Tom said that 'the payment is due to inflation' EVEN THOUGH the text clearly states 'late payment fee' and now of course my account has been suspended so i am left without any internet even from paying the FULL AMOUNT.
- Location
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- Location
- Yorkshire
- Reviewing
- Onestream
- Date
- 2022-03-31
- Comments
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I have spent three days trying to get through to Onestream to sign up for their current offer. I cant get through, they don't answer the phone and after an hour it just goes dead. It just occurred to me that if their Sales line is so appalling I expect their support line to be far times worse. Then I saw these reviews. I have decided to stay with Sky - they answer the phone quickly and provide excellent service.
- Location
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- Location
- Warwickshire
- Reviewing
- Onestream
- Date
- 2022-03-22
- Comments
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This is the second time within three months that I am without internet service. On the first occasion, I was without service for four days. Currently I am without any service for four days and counting, with no idea when I’ll be able to reconnect. I have reported the incident as a technical fault on the website but no one has since followed up with me in the form of an update, nor was there an email confirmation of the logged ticket. Quite frankly, a pro-rata rebate does not compensate me for the downtime I experience during a outage.
The Openreach technician checked the line today and confirmed that the issue resided with the router.
If Onestream cannot guarantee a service available 100% of the time, this should be stated as such in the product offering. It would be very useful for me to know when I can expect outages such that I can make adjustments to my schedule accordingly. My over-reliance on internet services is sad but an unavoidable reality of the times we live in.
I must confess that I have never experienced such a poor level of internet service provision as I have with Onestream. Needless to say, the contract will not be renewed at the end of the term as I seek a service provider capable of providing a reliable uninterrupted service, and that offers telephone support at a weekend. Furthermore, how does Onestream expect a customer to speak with an agent via the echat service when their internet is not working?
Very disappointed in Onestream, and in myself for not heeding the warnings on customer review websites prior to committing to a contract with them.
- Location
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- Location
- Yeovil
- Reviewing
- Onestream
- Date
- 2022-03-21
- Comments
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When I first joined they royally messed up by allocating the line to the wrong router, which meant (after lots of issues getting them to resolve it, without service) I had to go in and modify the user profile settings in the router - something non-tech people would not have managed.
I have been subject to price rises with no prior warning. They most recently stopped my service and tried to make me sign up to a new long-term contract at a high price.
There was never any offer of compensation or effort to make things right.
In short, my experience with this company over several years was that they were a bunch of amateurs and I wouldn't recommend.
- Location
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- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2022-03-12
- Comments
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Administratively a joke as a company. They ignore complaints. Their internet service is unreliable. They fail to provide the service paid for. They lie and fail to meet their empty promises. A disgrace of a company. One of the biggest mistakes I've made going with them - negatively impacting my credit rating, failing to provide internet, and driving me stir crazy with abysmal service.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2022-03-11
- Comments
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Absolute disgrace for the last 14 months my broadband went down a few times each time he goes down for a couple of days but this time seven days and it’s still going on, never again
- Location
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- Location
- Co Durham
- Reviewing
- Onestream
- Date
- 2022-03-08
- Comments
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Well how can i start with OneStream i know Horrifilc Provider .... The only thing that is dropping more than our internet connection is Russian aircrafts dropping from the sky by Ukrainian air to air missile's , Ukraine are probably getting more response/sense from PUTIN than i do OneStream ... So to Sum it up if you want a war with your internet provider then these are the guys for you if you want hassle free broadband i would recommend not to waste your money !
- Location
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- Location
- Warrington
- Reviewing
- Onestream
- Date
- 2022-03-02
- Comments
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They will keep calling you , even if you not the customer , 10 plus calls in 2 weeks even after requesting to take off calling list, stay away
- Location
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- Location
- Worksop
- Reviewing
- Onestream
- Date
- 2022-02-28
- Location
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- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-02-25
- Comments
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Awful service. Rude unhelpful staff. Never has a company failed it's customers so badly. Avoid like the plague!!!!
- Location
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- Location
- Barrow in Furness
- Reviewing
- Onestream
- Date
- 2022-02-21
- Comments
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After a a year with one stream I cancelled them as everyday my internet geothermal going if I must of phone them to sort the issue out 5 times a day for at lest a month so k cancelled it and the did not like it so they hit me with a £200 bill and j said I’m not paying it for the truble I have been having then they said if it’s not paid they are taking me to curt really bad company how they treat people I would not recommend them ever I will advance other people to not take the internet offers really bad and they are very rude you on the phone plus the always say a good deal on internet and after a Minh it goes up an extra £45 on top hope this helps people not take one stream on j can only advise thanks
- Location
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- 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
- Essex
- Reviewing
- Onestream
- Date
- 2022-02-01
- Comments
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Literally the worst wifi I've ever had. It drops out EVERY single day. Sometimes for 5 minutes, sometimes for days. No amount of rebooting the router or my devices does anything. I can't believe they even call themselves a broadband provider. What exactly is it you're providing apart from a headache?
- Location
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- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-01-27
- Comments
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Shocking cystomer service, false claims and diabolical internet speeds. They don't deliver the min. Mbps in the conract and when questioned on this, tell you that you have to pay more to rectify the problem yourself. I wouldnt even not reccommend, i would say stay far away from this company.
- Location
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- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-01-22
- Comments
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AVOID...AVOID....AVOID
VAT added to all prices so what you see is not what you pay
After 30 days they pull the plug on your connection and you can no longer get out of the contract i.e. good service with no disconnects in the first 30 days but after that up to 10+ disconnect per day, absolutely rubbish service.
'No sneaky price rises' promise is a load of rubbish as they just put up the cost of items that are 'outside' of the contract like eve & weekend call package so you are locked into paying the extra for the free call extra or extra just for the calls as you can't cancell the main contract for the phone or broadband without penalty.
AVOID...AVOID...AVOID
- Location
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- Location
- Truro cornwall
- Reviewing
- Onestream
- Date
- 2022-01-19
- Comments
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Awful company, awful customer services. 18 months of poor internet, constant calls when I wanted to change, pestering me to stay and very condescending. AVOID!
- Location
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- Location
- Newark
- Reviewing
- Onestream
- Date
- 2022-01-17
- 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
- rochester
- Reviewing
- Onestream
- Date
- 2021-12-07
- Comments
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they just suspended my account for 24hrs over counselling my direct debit, and bill paid up. just j0ke with simps running it.
- Location
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- Location
- England
- Reviewing
- Onestream
- Date
- 2021-11-25
- Comments
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Awful company!! I moved home and my broadband to another property and had problems ever since, I called and informed them that I was not getting the guaranteed speeds, they continued making excuses for this and each time they tried something it didn’t work. I gave up calling because they weren’t resolving the problem. 4 months went by with awful internet I decided I’d had enough, called back and they did a test and said there was an issue with the copper line (which they had never picked up on when I initially called multiple times with problems) they then sent someone out to fix this and we were still not getting our guaranteed speeds. I spoke to Onestream the next day to inform them of this and was told to try and change the channel for interference which is something is done previously and didn’t work. I called a few days later and was told that in order to cancel I would have to pay a fee even though we have tried everything and the problem has still not resolved. I was also told they have 8 weeks to try to fix a problem I have informed them about until I can leave without a penalty and even though I called 4 months earlier and told them there was a problem they have apparently closed that case even though it was never resolved so my 8 weeks starts from last week. I spoke to 2 people that day saying I had issues with speed and then once speaking to a 3rd person we now “apparently” have issues with the internet in the local area which isn’t their fault. They have also overcharged me since my move which I believe breaks their contract. Also an email they sent me states I’m meant to pay £0.00 per month for 12 months but they are charging me.
- Location
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- Location
- Sutton-in-Ashfield
- Reviewing
- Onestream
- Date
- 2021-11-11
- Comments
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Bad customer service very lazy at putting Internet back on been 2 days and bill was paid but still no Internet I'm looking for diffrent provider Internet speed is slow generally not worth the money
- Location
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- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2021-10-29
- Comments
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Started off well, but the service over the last 6 months has deteriorated significantly. We signed up to a 67mbps service with guaranteed minimum speed of 49mbps. We're actually receiving between 1 and 6mbps.
Customer services are non responsive, as is the complaints line to their 'executive'. Currently trying to get Ofcom involved to exit the contract early.
Avoid Onestream like the plague - appalling service, slow speeds, inadequate router. No redeeming features.
- Location
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- Location
- County Durham
- Reviewing
- Onestream
- Date
- 2021-10-19
- Comments
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I am in general satisfied with the internet speed etc. However, I do not understand their management policy in term of refunds. In the first month, I mistakenly paid the invoice twice. I requested them to refund one of the payment since they owe some money from me. However, they refused to refund. I found that some UK companies have this kind of malicious practice, and it seems that Onestream is one of such company.
- Location
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- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2021-10-19
- Comments
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Don’t usually write reviews but Onestream totally take the piss!!! My package was £19.99 + 7.99 for router for 18m 64mgb. So first month they too £50 and every other month it’s ranged from £22-£23. Speed is absolutely shocking 16mgb. Tried to ring to change my address got told someone will ring you back no one ever does. Customer Service is absolutely shocking in fact thinking of taking it further!!
- Location
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- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-10-17
- Comments
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Disconnection issue all the times just switched to another broadband and been asked to sent back router within 2 weeks or pay fine of £54
- Location
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- Location
- UK
- Reviewing
- Onestream
- Date
- 2021-10-14
- Comments
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New customer and they refuse to help. I barely have internet in any room apart from the one its connected in (and it's a tiny house!) and one room with no connection at all. No help whatsoever was just told I can buy a new router which I will be charged a ridiculous amount for. Haven't even had this internet a month yet. Regret going with them. AVOID!!
- Location
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- Location
- Blofield
- Reviewing
- Onestream
- Date
- 2021-10-09
- Comments
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We switched to Onestream as they offered a really good broadband price, faster than BT so we switched but from day 1 we haven't received the full service, constant cut outs for long periods, speed issues, WiFi strength is awful, had to upgrade to a better modem for an extra £10 a month but still it cut out every day multiple times, when called they honestly didn't care we had issues, this week on 5/10/21 our Internet was dead, wouldn't work at all, I called them and apparently it was working, they just thought I rang up for the fun of it, they said they'd give me a call back within 48 hours but it's now Saturday when I can't constact them now till Monday, I've tried on many occasions to get out of the contract but I've been given the constant run around and they will not let us leave without paying the rest of our contract, even though we haven't used Internet in 4 days so far, we've had to take up a new package & line with BT just to get better Internet. PLEASE AVOID Onestream, worst customer service I have ever seen.
- Location
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- Location
- London
- Reviewing
- Onestream
- Date
- 2021-10-04
- Comments
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At least once a month the internet disconnects for at least 48 hours, one stream claim they don't know when this will happen, but suddenly it'll stop working due to works in the area.
On the install I was told by the installer that he'd be back after he got a part, he never came back, one week after that someone else came to install the internet, but no one emailed me or rang me, I had to chase,
I was also recently without internet for a week
3 times I have spoken to customer service and 3 times I was promised my account would be credited and I would not pay the full amount, especially after I was without internet for a week, which is important when you now work remotely.
3 times now I have paid the full amount even after being reassured I wouldn't.
I don't particularly enjoy spending hours wasted on hold to an internet company, but I've probably rang to complain more in the last 3 months then I have in 3 years at my last property (was with BT). I changed because the price seemed very good, but all I can say is I guess you get what you pay for, Unreliable service and a customer service incapable of actually actioning anything.
- 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.