445 Customer Reviews over 12 pages
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- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-06-16
- Comments
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I've had Onestream for three months now ,I have had good service in that time and cheaper than my last supplier, I'd say give them a try, I'm pleased with the service and price
- Location
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- Location
- Menstrie
- Reviewing
- Onestream
- Date
- 2022-04-21
- Comments
-
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
-
- Location
- Norwich
- Reviewing
- Onestream
- Date
- 2024-04-10
- Comments
-
Had really good service from sign-up to speeds and customer service.
Would highly recommend!
- Location
-
- Location
- North Wales
- Reviewing
- Onestream
- Date
- 2023-04-28
- Comments
-
I joined Onestream from TalkTalk because it was cheaper.
I didn't get off to a great start, the connection kept on dropping out and it was really slow.
I'm not the sort of person who normally complains, but I emailed their support and they arranged a BT engineer to come out. Communication wasn't amazing as I wasn't expecting him, he just turned up on a Saturday afternoon - this was the same week.
Anyway, he was up the ladders and re-did the cables, but that fixed it and I have great speed and stability.
I also cancelled my McAfee via email as I had already purchased Sophos email, but, they weren't pushy at me keeping McAfee.
All great now.
- Location
-
- Location
- West sussex
- Reviewing
- Onestream
- Date
- 2024-04-12
- Comments
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Alex was really helpful and pleasant to chat to, we also worked put a solution to a problem I had with broadband, overall I'm very happy
- Location
-
- Location
- Sandbach
- Reviewing
- Onestream
- Date
- 2021-04-16
- Comments
-
Returned to Onestream after being with the Post Office on a wet piece of string. Onestream service is superb.
Spoke to Matthew who dealt with my requirement to return to Onestream Fibre. Very professional and helpful. Highly recommended.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2024-04-13
- Comments
-
Spoke with Alex, problem was delt with quickly and professionally.
- Location
-
- Location
- Redditch
- Reviewing
- Onestream
- Date
- 2024-04-02
- Comments
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Two months in, I had one technical issue which got resolved quickly and efficiently by the customer service team and aside from that, my connection hasn't missed a heartbeat. Plus, it's more often than not running quicker than advertised. The broadband is provided by Vodafone via the Openreach network so really no reason to expect reliability issues as others seem to have.
- Location
-
- Location
- Sidcup, Kent
- Reviewing
- Onestream
- Date
- 2024-01-21
- Comments
-
New customer…so far perfect.
- Location
-
- Location
- Clacton-on-Sea
- Reviewing
- Onestream
- Date
- 2021-07-22
- Comments
-
Had onestream for over six months now. Really happy with the service, changeover went without a hitch, they are cheaper than my last supplier and the speed and latency are superb! I'd say give them a try personally, big thumbs up from me.
- Location
-
- Location
- West Wales
- Reviewing
- Onestream
- Date
- 2023-05-25
- Comments
-
Answered the phone promptly as I needed my router delivered to an alternative address to the install. Speeds have remained good throughout, only had to contact them to cancel the bonus addons of mcafee etc that I didnt need. The free router works ok too, not sure about other peoples issues reading reviews but mine works fine through 4 floors of the building and accross the street.
- Location
-
- Location
- West Bromwich
- Reviewing
- Onestream
- Date
- 2020-02-19
- Comments
-
been onestream and honesty customer service is first class, speed is as advertised, reliability is great, cannot say its gone down for more than a couple of hours in 2 years, was with plusnet for about 10 years and was nothing but problems whem i moved address, they couldnt even transfer my number after telling me they can do it, so now i have vonage for my number and onestream for my internet, both company's have been very helpful when i have had issues
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2020-10-05
- Comments
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been whith them for over 2 years on they basic broadband for me its beeen excellent had to call a cople of time annswered phone strait away and sorted problems out straitaway very frendly staff if they give me the same deal will rejoin for a 3rd year can not falt them .
- Location
-
- Location
- Helensburgh
- Reviewing
- Onestream
- Date
- 2024-04-15
- Comments
-
I was very happy with Alex B from customer service today. Onestream had made some errors with my account, which I only discovered because of a communication from a third-party vendor. These were pretty bad mistakes in my opinion but I was put in a much better mood by Alex's excellent customer service. He acknowledged the issues, discovered the causes of the problem and negotiated me a better deal going forward and a partial discount as a sign of good faith. He was courteous, polite, professional and sympathetic and gave me just about as much as I needed to feel satisfied with the outcome of the call despite the fact I now knew Onestream had failed me in the past. Essentially, I think Alex B was the perfect example of what a customer service representative should be. I don't review customer services often and many of them are awful but since this was an exceptionally good case I wanted to leave a review.
- Location
-
- Location
- Edinburgh
- Reviewing
- Onestream
- Date
- 2021-01-21
- Comments
-
I'm reasonably happy with the connection I've experienced so far. Nice and fast, and the package was discounted when I started so very cheap.
Customer service is varied; I gave one rep a 5 star review he absolutely deserved, but I had others I'd happily drown for the good of humanity, including an email from a snarky manager.
Be aware they ship routers with outdated firmware from 2018 when there were serious issues with the FBI and Avast flagging known DDoS and Cryptohacking attacks; Avast Threat Landscape Report 2020 expected increases in these and there is evidence of personal data being grabbed when going through comprimised routers.
The Technicolour router they supplied me has no auto-firmware update meaning that security patches are not updated. They currently have no services for customers to download firmware updates and I have asked for this security concern to be escalated.
In fairness, they are NOT the only ISP who does this, and I have confidence that they will address this glaring issue promptly to demonstrate a leading role among ISP's.
tl;dr Reset the chat if you're landed with a dork and try again; excellent speed; wave their failings publically and watch them shine; learn internet security, it's YOUR responsibility too.
- 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
- Berkhamsted
- Reviewing
- Onestream
- Date
- 2023-10-02
- Comments
-
Extremely poor customer service. Bills were overcharged and a real headache to get a refund. The real definition of buy cheap buy twice.
- Location
-
- Location
- Aberdeen
- Reviewing
- Onestream
- Date
- 2020-08-14
- Comments
-
Broadband was fine with good broadband speed. 8 Months into the contract and in the middle of the Corona lockdown they cut of my service without any warning, phonecall or email. Customer services were then entirely uninterested in helping me get set back up. Would not recommend and am now with an alternative provider.
- Location
-
- 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
-
- Location
- Worcestershire
- Reviewing
- Onestream
- Date
- 2023-10-10
- Comments
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Ok. Cheap. Not as fast as it should be, and a few more drop outs than we used to get. But ok.
- Location
-
- Location
- English
- Reviewing
- Onestream
- Date
- 2024-04-09
- Comments
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Checked my bills and I have been paying extra for an "Assured Service" each month.
I was not made aware of this and I'm now a year into my contract. What a waste of money.
When I started my contract I was automatically enrolled to a McAfee service which I did not agree too and had hassle cancelling that.
The router is extremely low quality. Avoid like the plague. Go with a proper company.
- Location
-
- Location
- Newcastle
- Reviewing
- Onestream
- Date
- 2023-01-10
- Comments
-
Good Points
Actually not terrible for basic internet connection. Resell vodafone so performance is generally good.
Bad Points
Terrible billing practices. Lots of extras you need to spend time canceling
Cancellation process in general - Billing department who is happy to charge but refuses to provide invoices.Terrible escalation process - You might as well talk to a brickwall
Thankfully ability to dispute charges via Bank when providing evidence of shoddy customer service.
Totally backward company - How they are still in business baffles me - AVOID
- Location
-
- Location
- Cheshire
- Reviewing
- Onestream
- Date
- 2023-04-27
- Comments
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Confirmation email states total monthly price. Company tried to add VAT to this!
Compulsory upsell addons not removed from bill despite having followed procedure. Further action to ensure this was necessary.
Inflation increase added to the notional full price of the product which was never paid. Original fixed discount then applied meaning that increase was higher than contract. And VAT was still added!
Resolved by discount back to original price, but so much trouble to sort it all out
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2023-07-14
- Comments
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Theives. That's the only way to describe this company. I was supposed to be paying £18 a month but after checking my bank statements, they've been charging me £40 a month
- Location
-
- Location
- North East
- Reviewing
- Onestream
- Date
- 2020-02-07
- Comments
-
Terrible company, just fob you off on the phone and never reply to emails.
2 months waiting for activation date and terminated my old Vodafone service leaving me without broadband for 2 weeks.
Took money for 1st months service despite not even letting me know when I will be activated.
Was finally given activation date and was told by email to make sure someone is home to recieve bt engineer or will incur £120 fine. Guess what? They never showed so waited in all day for nothing. And when I called them was told we dont know why you were sent that email? Absolutely terrible company.
- Location
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- Location
- North Lancs
- Reviewing
- Onestream
- Date
- 2019-04-07
- Comments
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Promised 42Mb/s when ordered. Only getting half that. Must do better Onestream!!!
- Location
-
- Location
- Hove
- Reviewing
- Onestream
- Date
- 2023-06-20
- Comments
-
Truly atrocious after the 12 month contract my bill kept increasing month on month. I have complained and still await a reply. NEVER USE THESE PEOPLE THEY ARE THIEVES.
- Location
-
- 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
- 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
-
- Location
- oxford
- Reviewing
- Onestream
- Date
- 2024-03-28
- Comments
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They will help themselves to money in your account for no reason they have done that to me in the past, they never deliver on the speed they promise, they will for a short period then it will drop off not even hitting the minimum contract speed, (which you need to get them to write into the contract because again they will try not to do it.) I've got their 550-speed package available at 230 MB speed 10mb below the contract 240 minimum. customer service your be waiting 20 to 30 minutes. they're very deceptive like offering you a discounted rate but when it comes to the April increase that can bill 12.57% of the original discount. Be careful, its not the fact it few quid but that adds up and if all suppliers are at it, if you are happy with them helping themselves, and they will it seems like a no brainer but it will hit a nerve when you catch them in your cookie jar, also they will not inform me of any price increase so this April its officially 8.8 % all the whole rate not the discounted rate which I got out the agent, , works it extra £5 pm for me
- Location
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- Location
- Hatfield
- Reviewing
- Onestream
- Date
- 2021-06-30
- Comments
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All was OK until I tried to switch the account and billing to my partner before I left him. It seems he has not been paying so they reinstated my D/D without my knowledge or authority and charged me for 2 months. They will not talk to me (GDPR) because it's not longer my account but they think they can bill me! Thankfully my bank has sorted it out (I hope). Worst customer service ever.
- Location
-
- Location
- Rawlinson
- Reviewing
- Onestream
- Date
- 2023-03-02
- Comments
-
Good broadband service. However when it comes to getting a refund for an antivirus that I do not require getting back the money taken from my account seems impossible. Once my contract is finished I will not be renewing my contact with Onestream.
- 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
- Southampton
- Reviewing
- Onestream
- Date
- 2020-06-21
- Comments
-
Joined onestream at the beginning of June 2018, contract was up for renewal this month so i signed up for 36mps at £23.99 a month. Just recieved my first bill, £34.99, and when checking thier website its now listed as 34.99. Customer service doesnt exist, lost my first router in the post (hermes). Only plus was good reliable speed. I'm now attempting to get out of this new contract which i did'nt sign for and can't afford.
- 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
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-06-22
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-10-17
- Comments
-
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
-
- Location
- Leicestershire
- Reviewing
- Onestream
- Date
- 2024-03-05
- Comments
-
I have recently left Onestream at the end of an 18 month contract. I found that the wifi was unreliable and insufficient to support working from home. However, it wasn't any worse than some others at this price point.
That being said, the 1-star review comes from the fact that I have been charged over £400 as a "early cancellation fee" following the termination of my services earlier this month. I've contacted the customer service line and this money will be refunded to my account but since I don't get emails notifying my of bills being added to my online account, I was unaware that this money would be leaving my bank until after the direct debit had been taken and I now have to be without the money for "around 30 days".
I know this is not a reflection on the broadband service itself but billing issues of this magnitude should just not be possible! I would steer clear of them if you're not in a position to absorb this kind of debit from your account.
- Location
-
- Location
- Lincolnshire
- Reviewing
- Onestream
- Date
- 2023-03-04
- Comments
-
Not even sure they still trade - virtually impossible to contact, ignore emails, very long waits on the phone, an "online chat" facility that's only available on a Saturday, (and then can't be found) charge when they shouldn't... the list goes on. They may be cheap, but buyer beware.
- Location
-
- Location
- Glasgow
- Reviewing
- Onestream
- Date
- 2022-05-13
- Comments
-
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
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.