1,017 Customer Reviews over 26 pages
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- Location
- Le20eb
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Very poor internet speed, slower thAn my own phone internet, spoken with your couleague but not satisfied, definitely not gonna use next time, wanna leave origin but its contract for 12minths so stuck with it
- Location
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- Location
- Chester
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Worst ISP I have ever experienced. Currently getting 0.01mbs whilst on hold for an hour to their support for the 5th time. Lots of disconnects to the internet. AVOID
- Location
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- Location
- Richmond
- Reviewing
- Origin
- Date
- 2017-08-11
- Location
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- Location
- Bristol
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Force you to wait 4 days before even confirming an install date, hidden fees. make you pay before they even provide any of this info. trying to cancel and had to wait 40 mins on the phone, avoid this company like the plague, they will go out of business soon selling this rubbish
- Location
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- Location
- Sutton
- Reviewing
- Origin
- Date
- 2017-08-11
- Comments
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Went via MONEYSAVINGEXPERT link to this company signed up and paid £154.99 for one years subscription to broadband in advance on 2August17 this month. Rang three days later to see how my order was progressing ,..sat on the phone for 58 minutes no reply ,so I went onto internet and found trustpoilot reviews ,to my horror after 8 pages of reviews I'd had enough so I rang up spent another 45 minutes waiting for the phone to be answered and told them I would not be going with there company and to cancel my order. (Under the 14 day rule )And please verify my cancellation to me by email and refund my £154.99 .The man in cancellation verified he would email me. straight away I'm still waiting for his email . I have sent them another email asking for a full refund.I am waiting for there reply .watch this space. 09/08/2017Still no emails so I went too my bank and made a (CHARGEBACK CLAIM) see MONEYSAVINGEXPERT under chargeback for (debate card payments ) Hopefully thay will be able to get my money back. If not it will be the country Court....On a better note I've got a great deal with sky broadband and phone line for £ 9.50 per month for one year via MONEYSAVINGEXPERT Webb site available till 18/08/2017 .£ 20 upfront cost.....
- Location
-
- Location
- Cheshire
- Reviewing
- Origin
- Date
- 2017-08-10
- Comments
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Customer service appalling. Portal not accessible - usernames don't work and email resets don't either. Try ringing and expect a very long wait.
I have now made over 10 attempts to change something as simple as the bank account the direct debit comes from and still not achieved anything.
Awful service and very frustrating as a customer.
I am now just going to cancel the existing DD and assume they might call me when they don't get their money!
- Location
-
- Location
- London
- Reviewing
- Origin
- Date
- 2017-08-09
- Comments
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Absolutely awful. Currently been on hold to someone in their tech team for 30 min. Internet cuts out a few times a week, it's not the speed advertised. When I complained I was told there was nothing they could do. I will never go with an unknown company again after this experience - I wanted to give a chance to a new provider but have been sorely disappointed.
- Location
-
- Location
- Brackley
- Reviewing
- Origin
- Date
- 2017-08-09
- Comments
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I had just moved house and called Origin to ask if they could supply my property with fibre-to-the-premises, they said they could, took an initial fee and said that OpenReach would be in touch. The stupid voice on their call centre system should have been a screaming warning not to trust this organisation. After a week, they called back to say that they couldn't find my property in the OpenReach system. When I explained again that it was fttp, they admitted that they couldn't supply me with broadband. They said someone from the finance department would be in touch to arrange a refund. After a week I had not received a phone call so contacted them, only to be told that the billing system wasn't available. They said they would call back and on this occasion they did. In the meantime I went with BT who had me connected up within 3 days. After a further delay, Origin processed the refund and I have got my money back 5 weeks after parting with it.
- Location
-
- Location
- london
- Reviewing
- Origin
- Date
- 2017-08-09
- Comments
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thought that Sky are bad, but this guys are the worst ever! Two months ongoing problems with broadband and phone line and they found every excuse in the book to say it is not their fault. The most ridiculous of which was to explain how old system the WiFi is and how it can be affected by anything and prevent it to work properly. Grow up idiots, if that was true 99% of the world will not use WiFi for their wireless connection! Never ever buy phone or broadband service from this people!!!!!
- Location
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- Location
- Derby
- Reviewing
- Origin
- Date
- 2017-08-08
- Comments
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Started 12 month contract in January 2017 and swap over from Sky etc. was great. However, I quickly realised that I was getting .5 MPS and zero upload MPS. This resulted in my first call to their tech team. 90 minute wait listening to Brian B and awful loop music. Eventually helped by a friendly person and promised to address line speed. 7 days later and nothing had happened. Several long waits later and zero response via Twitter or email, the line speed did increase. Since that time it's been very unreliable. We've not been able to watch Netflix or Iplayer and connection appears to drop daily. The upload speed is so slow that it takes an age to send pictures etc. It's become so bad that I've now moved early to another provider. Shocking customer service and technical issues. Avoid !!!
- Location
-
- Location
- UK
- Reviewing
- Origin
- Date
- 2017-08-07
- Comments
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I switch ISPs quite often to find good deals, and Origin Broadband seemed like it would be a decent provider for a reasonable price, but I was very very wrong, the connection cuts out several times a week while I am using it, and there are very frequent slowdowns. The speed I sometimes get is more like 56k than broadband. The quality of their broadband seems to have taken a very sharp dive earlier this year and now this is a company to steer clear of at any cost.
- Location
-
- Location
- Lymington
- Reviewing
- Origin
- Date
- 2017-08-06
- Comments
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Appalling. Charged 94p for a 2 minute call, asked for details and promised call back which never happened. Charged an additional £9 on top of an agreed contract for what? I will cancel contract after 12 months.
- Location
-
- Location
- north east Hampshire
- Reviewing
- Origin
- Date
- 2017-08-06
- Comments
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The switch was a fiasco. I had my new router but the promised engineer to help set it up did not materialise. Ended up on the phone in tears, because my previous supplier (SKY the B***ARDS!) had cut me off at silly o'clock am). Finally got connected but very stressful. Mostly the connection is ok-ish, with frequent hiccups. I have problems accessing my account, due to Origin giving me a long and complicated login ID of their own which I managed to write down incorrectly when I was told it over the phone. I still, after several months, have never been able to access my bills, and they ignore my emails. Not happy.
- Location
-
- Location
- Hastings.
- Reviewing
- Origin
- Date
- 2017-08-06
- Comments
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I decided to join Origin after suffering issues with Plusnet and a price hike of nearly £10 a month. My instal date went ahead as planned and I recieved a text and email confirmation to say that the service was up and running, however, it was not all ok and I was left with no phone or internet, I telephoned Origin to tell them of the issues and lo and behold BT turned up at the door 2 days later.
There was a fault "in the box down the road" which he attempted to fix but was unable to, the very next day which was a Sunday the same chap from BT was back and had fixed the fault (***** stars BT *****) and everything was up and working.
My speed is now 31MBPS rather than the previous 7MBPS from Plusnet, oh I nearly forgot to mention that I now also pay have the price as well.
Sterling service Origin and BT, poor show Plusnet.
- Location
-
- Location
- TEESSIDE
- Reviewing
- Origin
- Date
- 2017-08-05
- Comments
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I like so many others wish I had not seen this company was with TALKTALK for nearly 5 years ,main reason for leaving them was if you had a complaint you ended up speaking up to some body in South Africa THE PHILLIPINE S OR INDIA CALLS Lasting 30 to 40 minutes other than than no probs ,like people have mentioned it was a small company not the big players and the are in Doncaster 85 mile away from .it started well enough on Monday 31 July got the router connected it up on the web in 5 minute great and it was till teatime on Wednesday I rang the office on Thursday and was told it was the exchange and somebody would call me back, and yes I was spoken to and given instructions how to configure the router which after several attempts failed
I rang the office spoke to sales who put me in touch with tech dept,while I,m waiting for them tried a different approach and yes I,m om the web the time I spent on the phone about 70 minutes never spoke to tech department ,it has been going well till to-day Saturday tried downloading pages painfully slow ,( well it s the weekend) so that will be the reasons it buggery I,ve used speed check on this site my speed is wait for it 0.7mbs wow can you feel the force ? there is a list of other supplier and some speed are well are supersonic this is absolute rubbish ,we have a saying in Britain ( out of the frying pan into the fire ) I think I,ve done just that, my opinion of ISP suppliers is that its a lottery depending on where you live and how much you are prepared to pay its not a bad price what I,m paying but price should,nt determine the quality of service ,the re are comments on this site ,people have said I wanted a small company to deal with not the SKY, VIRGIN,BT all the big players so I get a more friendly approach well I,m wondering if this is what I,ve saddled myself with no doubt there will be many pages devoted to this company shame really because the 2 girls/ladies sounded nice people so thats all folks happy surfing , to conifer router no joy tried several times rang them put through to sales ,then tech department while waiting for the finally got on used different set up to what they had
- Location
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- Location
- Norwich
- Reviewing
- Origin
- Date
- 2017-08-03
- Comments
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After 7 phone calls I'm still not connected. Told I would have a router sent to me three times and still no sign of it. They said they reconfigured my router and they haven't. Waste of time and money switching. Now on hold to cancel. Do not bother with this company.
- Location
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- Location
- Edinburgh
- Reviewing
- Origin
- Date
- 2017-08-02
- Comments
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6 Days since my go live date (with their 1st router a day late)
Positives:
The staff are friendly and I feel sorry for them, I do hope their next job is better than what they're doing now - seems horrible.
Negatives:
Where do I start?
The connection is slow when it's not experiencing random chap errors.
I'm on my 2nd DSL-N16 with no change in performance or issues.
I'm currently on my old ISP hardware as it seems fractionally better.
Customer service's system cut's you off when on hold and the voip/headsets they use seem troublesome half the time.
To book an engineer out to have the line checked took 7 phone calls spanning over 4 hours, however I've not been given a date or had anything confirmed yet - they've stated 48 hours but I'm not holding my breath.
I specified a static IP which they've provisioned twice and lost twice so far - I'm awaiting their third attempt.
My advice to you is to steer clear of Origin at all costs - the service and support capabilities appear thin on the ground and strained at best. The support analysts are brilliant and are helpful when they can be, with the only issue of the infrastructure at their disposal and the occasional faffing off.
- Location
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- Location
- Newcastle Upon Tyne
- Reviewing
- Origin
- Date
- 2017-08-02
- Comments
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Great provider, if you like lots and lots of downtime and enjoy slow internet. Half the time it barely hits 1mbps, when my previous provider Sky was consistently 8mbps. Origin may look like good value, but the reliability is so awful that I've spent more than enough on extra data to use my mobile as a hotspot during downtime to make this the most expensive internet provider choice I've ever made. Truly awful
- Location
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- Location
- UK
- Reviewing
- Origin
- Date
- 2017-08-02
- Comments
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Stay far away from them.
They are a big rip off. Highly bad customer service. Charges unnecessary for what they should have provided in the first place. If a person called Kaine Beetham from Origin gets on your case, then god help you. He is absolutely hopeless.
- Location
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- Location
- Alderley Edge
- Reviewing
- Origin
- Date
- 2017-07-31
- Comments
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They never were able to connect their service -- excuse after excuse -- I cancel and still waiting for a refund - their customer service - seems they do not care or they are not motivated to address customer issues -- it was a simple enabling of the service and they could not manage it - sorry for them -- I can predict they will be out of business very soon
- Location
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- Location
- Oswestry
- Reviewing
- Origin
- Date
- 2017-07-31
- Comments
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Why did I ever change . Previous great service from BT & Sky and never had one single issue . I joined this company for price and I actually wanted to give some business to the little guys . The fact is I want them to succeed but they have chewn off far more than they capable of. Chased the buck instead of producing a good quality product for the masses.
Since January I have probably had 10 separate issues and in total wasted close to a good 24 hours of my life on hold or problem solving . Also use very crafty tactics by sending the router 3 weeks after set up when the cooling period is 2 weeks . I've seen this has been an issue for other people . You are then locked in with nowhere to go . Poor behaviour.
Warning ⚠️ Always stick to the tried and tested suppliers if you want an easy life . I hope they can resolve their issues but for now this is a terrible product plagued with issues .
- Location
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- Location
- Sandbach
- Reviewing
- Origin
- Date
- 2017-07-31
- Comments
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Appalling customer service - I moved house and could not get in touch with them for weeks. Phone just rang on and on, emails weren't replied to, and online form submissions ignored.
They only got in touch when I stopped paying and said to cancel the contract (I had to get another provider) I would have to pay the rest of the contract in one go (at much higher rate than what i actually paid each month) plus any discounts I had previously received.
It's a shame, but I guess you get what you pay for.
- Location
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- Location
- Edinburgh
- Reviewing
- Origin
- Date
- 2017-07-28
- Comments
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Positives:
Static IP without the ties and costs of being business broadband.
Brian Blessed voicing the support calling system.
Negatives:
Lack of functionality and diversity for communications on the customer dashboard.
Took 20 days to arrange Openreach appointment and failed to deliver router on go live time despite chasing before hand, managed to configure old ISP hardware to use as a work-around. Had support fob us off with the classic "It'll be there tomorrow" nonsense.
Not terribly impressed so far, we'll see how they get on closer to the cool off expirey.
- Location
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- Location
- manchester
- Reviewing
- Origin
- Date
- 2017-07-27
- Comments
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payed for a year up front.They claimed i had not ordered a router as i contacted them to find out where it was the day before i was due to change.lucky i had a screen dump of my purchase. The router which was ment to be set up. I had to follow an asus guide to set it up.Reliability is 0 stars if it could be. everyday it drops out 2-3 times bad days spend an hour just resetting the router hoping it will work.Ring customer service while it was free phone i was waiting for 40mins with out answer ask on FB messenger and get its filter or wire other than that we cant help.
It uses vodafone's local area bundles so i can only assume thats just as bad. when contract is up i will be switching
- Location
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- Location
- Inverness
- Reviewing
- Origin
- Date
- 2017-07-27
- Comments
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Awful.
Cancelled before the 14 days due nothing being confirmed, no communication and queues to speak to someone so long, I gave up after up to 8 minutes on hold, on 3 separate occasions.
Cheap for a reason.
- Location
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- Location
- Neilston
- Reviewing
- Origin
- Date
- 2017-07-27
- Location
-
- Location
- London
- Reviewing
- Origin
- Date
- 2017-07-26
- Comments
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My broadband line was cut and when I called Origin asking why this was the case as bill payments were made on time they told me they were not sure so would look into it! I was then promised a call back and no one was calling me so I had to keep calling. All that happened when I called was I would be on hold for at least 30mins then get transferred to another department and be on hold for at least another 30mins. Then after all this I was told I would get a call back which still has not come!!!! I still do not know what is going on and currently have no broadband service.
On top of the very poor customer service, when my broadband line was active the service was very intermittent. In addition, my broadband speed is below 2 Mp, however, I am aware this would be the case with all broadband providers but it does not excuse regular periods where the line just drops off completely. Before moving to Origin I was with Sky Broadband for 7 years and never experienced such poor customer service and slow intermittent broadband.
AVOID ORIGIN AT ALL COSTS - FIND AN ALTERNATIVE BROADBAND PROVIDER.
- Location
-
- Location
- North Wales
- Reviewing
- Origin
- Date
- 2017-07-25
- Comments
-
Well, if I had read these reviews first I would never have chosen Origin.
Thankfully those before me have said it all. A disgusting company to deal with, treading a fine line between what is legal and what is an out and out con in my opinion. A Philip Green and Mike Ashley type of company. Yes what they do is legal apparently but is it right or fair?
I was promised 17mbps. It was tested before purchase and guaranteed to be close to that speed. I got a speed of 0.7 Mbps. And still have that speed for the next year until I can cancel. I can't stream anything no Netflix, no iPlayer ect..
Their explaination "our speeds are only estimated mate!" how is 0.7 Mbps an estimation in the region of 17mbps.
When I tried to cancel my contract on day one they said I couldn't. I said "but you have a cooling off period and I am within that period." They said "the cooling off period starts from your order date and not the date of installation and we don't send out the routers or switch on your broadband until that cooling off period had expired." Extraordinary?
Even after pleading with them, explaining, my wife is terminally ill and spends a lot of time watching films and shows you can only get with a good connection speed, they still said no. We are now stuck with standard freeview TV and an internet connection not fit for purpose.
I feel so stupid, and totally conned.
They wouldn't even let me pay out the contract in full so that I could switch to another provider that has no problem giving the speeds I need and the speed I had before.
I could go on.....
If you are reading this before you purchase your broadband please stay away from Origin.
How can the ombudsman think that this and other practices by this company (and others) are deemed acceptable?
- Location
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- Location
- York
- Reviewing
- Origin
- Date
- 2017-07-24
- Comments
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**AVOID AT ALL COSTS**
For anyone who values their sanity, please for the love of god steer well clear of Origin Broadband!!
I cannot stress enough how bad the customer service is, how poor the wifi connection they provide is and how they seems to accept no blame for any of these things after numerous hours spent on the phone.
We Originally had the basic package, this was so poor we had to upgrade to Origin Fibre, this in turn gave us no better internet connection whatsoever!
This service is simply not worth a single penny.
- Location
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- Location
- Hampshire
- Reviewing
- Origin
- Date
- 2017-07-24
- Comments
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Absolutely awful company...avoid at all costs or it will certainly cost you!
Firstly they seemed to be providing me with a slightly different package than the one I ordered so I had to phone them to get that corrected.
Can take anything up to an hour waiting for somebody to answer the phone and when they do they may well transfer you to somebody else giving you another 30 minutes or more wait. If they can't solve your problem and they usually can't, they will tell you they will look into it and somebody will phone back but nobody ever does...so you have to try again with another 1.5 hour wait!
As others have mentioned the music is awful and certainly not intended to calm an angry customer.
I then had problems with the online portal failing and had to be issued with another ID.
They say you will pay one month in advance on the first of the month but they charge you for two months in advance on your first payment.
Fibre speeds drop on a daily basis from afternoon through to midnight before recovering again and will drop down to as little as 4 or 5 mbps (less than ordinary broadband). They will then throw the ball back into your court and maintain that you need to test your equipment via the test socket etc. When that has been done and no problems found both Origin and Openreach say they can't find anything wrong with their systems even after sending them screenshots of the slow speeds tests.
Customer services reasonably polite but don't actually solve any problems so one has to carry on regardless and I certainly can't wait to rid myself of them.
Tried complaining to the CEO but he only sends it back down to the staff level so nothing gets done.
Buyers beware is all I can say and I wish I had checked up on reviews before signing up as I haven't seen a good one yet!
- Location
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- Location
- Godalming
- Reviewing
- Origin
- Date
- 2017-07-23
- Comments
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Never actually got any service from OB but did after 3 months get my money back. Complained to Ombudsman and complaint upheld but OB have not complied with the Ombudsman decision.
- Location
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- Location
- Essex
- Reviewing
- Origin
- Date
- 2017-07-22
- Comments
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I have been considering changing my broadband supplier and, after reading the seemingly good offer from Origin, I sent them an e-mail detailing exactly what my requirements are and asking I hey could supply me the service that I need. They did not have the courtesy to reply to my e-mail and, after reading other consumer reviews, I would not touch them with a bargepole!
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-07-22
- Comments
-
Unreliable, worst customer service and waiting time ever. Pride themselves in having local support - problem is there is no one in their centres!
- Location
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- Location
- London
- Reviewing
- Origin
- Date
- 2017-07-22
- Comments
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I should have trusted these reviews before ordering Origin. I just moved house and went for the cheapest option, as a more expensive provider was not completely satisfactory in a previous flat either. I ordered the fibre package and did not hear from Origin until I called them myself after 8 days of waiting. They had promised to call me and give me an installation date within 4 days from my order. I was on hold for 26 minutes until being told by the lady that Origin does not actually provide the speed I ordered to my flat, but their website does not provide for customers to check that prior to their order. They wanted to sell me a lower speed package, which I declined. On the plus side, the call to customer service was free and I was refunded what I had already paid, but I think it's awful that no one called me up to tell me that what I ordered is not actually available.
- Location
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- Location
- CUMBRIA
- Reviewing
- Origin
- Date
- 2017-07-20
- Comments
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Truly appalling, if you don;t want constant stress avoid this company. Very low speeds ie 3.25 and 0.54,so slow cant always do speed test! Customer service, truly appalling, unable to sort out any problem including: seriously incorect billing, slow speeds, incorrect info on online account, if you ever manage to register,& if so you will be disappointed, it is double dutch, IT problems and all they do is send an email to IT/Billing etc to look into problem reorted and months down the line in spite of calling weekly still no answers or reasons for all of these problems which get worse when you contact Origin Customer sreviced
- Location
-
- Location
- origin
- Reviewing
- Origin
- Date
- 2017-07-19
- Comments
-
they will charge you and not honour the contract of unlimited minutes
- Location
-
- Location
- Oxford
- Reviewing
- Origin
- Date
- 2017-07-19
- Comments
-
I joined Origin after a recommendation from a trusted friend (who, by all accounts, has had no problems like mine). For the first 6 months or so it was fine; speed was at the advertised max of 30 mbps, customer service queues were short, and representatives polite and helpful. The router I was sent failed early and I got a new one, no problems.
The last month has completely destroyed the good will I had towards Origin.
My internet cut off and I spent half an hour waiting to speak to tech support. A polite and friendly member of staff went through rebooting and then doing a factory reset on my router; this restored the internet connection but stopped the wifi working. I spent the rest of the weekend on hold and finally got through to someone after about 36 hours. The guy I spoke to was incredibly patronising and told me the wifi being down was "not our problem", as they can't provide support for every laptop and device - if the internet connection works, their work is done. I persuaded him to put me through to someone more senior, who fortunately took the opposite attitude and went through some steps with me. He concluded the router had failed, so I got my third router in 10 months.
This worked tolerably for two weeks - it did keep cutting off for half an hour at a time, and then this week died entirely. I tried the steps tech support usually put me through (rebooting, etc) to no avail. I spoke to tech support, who concluded I had been cut off for non-payment (which was simply untrue). I was put through to billing, who told me I owed £20 from last September (the nature of this alleged debt was not explained to me) and they'd tried to contact me (I've had no calls, emails, or letters about this in the 10 months I allegedly owed them money). I was put on hold, then hurriedly told that as a "gesture of goodwill" they'd waive this unexplained fee I apparently owed. They then pretty much hung up on me, without really explaining what was going on. (I was obviously more polite on the phone than I am being here!)
After being reconnected, I am now back to the same old problem - the internet works, but the wifi doesn't, and I've been on hold for half an hour. And once again I'm being told this is just fine with them - that if my devices (which have worked perfectly well for the better part of a year) aren't compatible, that's my fault.
Suffice to say I won't be renewing my contract with Origin and will be seeking to get out of it early!
- Location
-
- Location
- Windsor
- Reviewing
- Origin
- Date
- 2017-07-19
- Comments
-
DON't work with this provider.
real fraud! never been able to connect their service and not letting the other provider to take over the line. Have scheduled a technician twice and he has never shown up. and they say they have 48 DAYS to fix their issues otherwise we have no rights to leave them. we've been without home internet for two months and still uncertain what is going to happen.
BE AWARE_THEY ARE FRAUD!
- Location
-
- Location
- Godstone
- Reviewing
- Origin
- Date
- 2017-07-19
- Comments
-
I have recently bought a year package for £16.99 per month and received the router the day after the switch over and then received a bill for £16.99 and then two days later another for £25 .Tried to phone but wait forever listening to music . I also cannot believe the speeds i have now got . I have a download speed of .082 mps and an upload speed of .04 mps . I cannot believe it. I cannot see how i can get out of this contract . Any advice ???
- Location
-
- Location
- Bridgend
- Reviewing
- Origin
- Date
- 2017-07-18
- Comments
-
I upgraded from plus net which was up from pretty much day one. switched to origin broadband and i get about 3/4 disconnects a day. I cant exit contract, as you have 14 days only, but takes 3 weeks to set up. also, they will charge you for the router, if not returned in 14 days of cancellation. please everyone avoid, check the reviews, everyones getting DC. the customer service isnt great.
- 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.
Origin are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Origin.