445 Customer Reviews over 12 pages
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- Location
- London
- Reviewing
- Onestream
- Date
- 2022-12-10
- Comments
-
Honestly, the worst company (not just broadband provider) I have ever dealt with.
Sneak in addition charges a few months even when you explicitly ask not to add them.
Cheap router, slow speeds (under contracted), TERRIBLE customer support.
My calls were not answered, they quickly scrapped live chat after everyone found out how bad they were and then they send emails from do not reply addresses.
Whoever set this up is a fraud.
- Location
-
- Location
- Selby, United Kingdom
- Reviewing
- Onestream
- Date
- 2021-04-24
- Comments
-
I was with Sky for an 18-month contract with no issues. When it was time to renew, I came across Onestream and noticed it was dramatically cheaper. I thought since it's the same line, then I'd save some money and signed up with them. This was a major mistake...
Since we've had the line, there has been around a 50% chance that at specifically 8:20 PM every day, the internet will FULLY RESTART and be unusable for 5 mins each time; this gets frustrating went you are in calls trying to work with people.
Recently things have gotten worse where we will get intermittent packet loss over the day. This causes you and others to break up and not be able to hear each other when in Zoom calls etc.
I attempted to contact their support team, who ran a single line test, and because nothing was wrong specifically at that time, they just tried to get rid of me by telling me it's probably weak WiFi.....? The whole house is cabled, and I never mentioned using WiFi; it was just a weak attempt to get rid of me.
I tried to re-explain again that the packet loss is intermittent and not always there - but they refused to accept any reports or escalate the issues telling me it would be £400 if I wanted to cancel today.
AVOID AT ALL COSTS! No actual support is given if you have a problem.
- Location
-
- Location
- rochester
- Reviewing
- Onestream
- Date
- 2021-12-07
- Comments
-
they just suspended my account for 24hrs over counselling my direct debit, and bill paid up. just j0ke with simps running it.
- Location
-
- Location
- Sussex
- Reviewing
- Onestream
- Date
- 2021-07-15
- Comments
-
Really terrible and definitely one to avoid. They disconnected my old provider and I was then left without any broadband - so far 3 weeks and ongoing. The published price was not the same as the direct debit which was higher and to add further insult they still took the direct debit even though I am still without service. Their tag line is for a smooth transfer device. That’s a lie. Their tag line is there are no in contract price increases. Another lie. They say they offer the cheapest broadband - another lie because they hide the true costs. Their live chat gives an average wait time of one minute. another lie. Not sure how they got a licence to trade but one to steer clear - if nothing else that to preserve your sanity rather than experience their utter incompetence!
- Location
-
- Location
- Hereford
- Reviewing
- Onestream
- Date
- 2021-09-04
- Comments
-
please stay without internet but dont try onestram , they don't respect customers, they increase payments , and reduce speed ,
please try with anther supply.
- Location
-
- Location
- Barnsley
- Reviewing
- Onestream
- Date
- 2022-12-08
- Comments
-
Unless you want a mental breakdown PLEASE STAY AWAY FROM THIS COMPANY. They are the worst company ever in history, I honestly don’t know how they’re still trading
- Location
-
- Location
- Essex
- Reviewing
- Onestream
- Date
- 2022-02-01
- Comments
-
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
-
- Location
- WATFORD
- Reviewing
- Onestream
- Date
- 2021-03-31
- Comments
-
Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.
- Location
-
- Location
- LONDON
- Reviewing
- Onestream
- Date
- 2023-10-04
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-08-08
- Comments
-
if I could give it no stars I would, THE WORST COMPANY EVER, will not help you with your issues and no matter what you say to them they don't care, avoid at all costs!!!!!
- Location
-
- Location
- Leicestershire
- Reviewing
- Onestream
- Date
- 2024-03-05
- Comments
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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
- Sutton-in-Ashfield
- Reviewing
- Onestream
- Date
- 2021-11-11
- Comments
-
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
-
- Location
- Reviewing
- Onestream
- Date
- 2023-09-30
- Comments
-
Just ripped me off over a £100 for a month's of broadband there scammers and crooks with 0% customer service these reveiws are real
- Location
-
- Location
- Frome
- Reviewing
- Onestream
- Date
- 2020-07-26
- Comments
-
Utterly horrendous. The broadband doesn't work there is no customer service... no replies to emails or complaints.
Am left with no broadband and no one to help.
Losing money with my business. Wouldn't wish them on my worst enemy.
- Location
-
- Location
- Boston
- Reviewing
- Onestream
- Date
- 2022-11-02
- Comments
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A load of crooks, very good at threats but don't listen.keep away, don't have anything to do with them
- Location
-
- Location
- England
- Reviewing
- Onestream
- Date
- 2021-03-25
- Comments
-
To appreciate how genuinely bad Onestream are here is just one email in a string of communications between us:
Written 25th March 2021:
Yes, I do want a call tomorrow please.
I do not accept your point of view. I am concerned by constant errors and poor service, and I don't appreciate your prior or latest written response:
"...there isn’t anything else I can advise on. We’ve spotted an overcharge and have remedied it"
Perhaps you could contemplate how poorly this, and your previous unclear written statement, appear to a customer.
The fact is we've not been with you very long, but face yet another charging error. I am deeply concerned by the bills we've received to date all being massively over prior contractual cost expectations.
As a result we have no idea how much we've actually spent per month to date. I have no visibility of the amounts of various refunds or dates of refunds being applied. I cannot assess whether credits have been applied correctly. I have no idea how much my monthly bill run-rate is or forecast what it will be. I'm frustrated by the contract tariff vs. actual costs and cannot easily audit cost variances to date; The billing errors, credits applied, numerous amendments, poor visibility of transaction dates, with no clarity of refunds, all add to the general chaos surrounding Onestream.
In addition we've had to buy a BT home hub system to boast the WiFi signal because Onestream is the weakest home WiFi we've ever had.
We can't get the usual caller display we've consistently had with other suppliers. We don't have a phone messaging system which has been free with every other supplier.
I bought this service based on perceived lower costs yet in reality this is the most expensive and troublesome phone-wifi package we've ever had. That shocks me.
To frustrate matters even further, the Onestream communication lines are a disgrace; the chat system is unresponsive and you don't take phone calls. I am solely reliant on this cumbersome email method.
Genuinely I'm counting the days to being able to switch suppliers.
In summary, Onestream has not provided a good technical service on any level to date. It's proving far more expensive than anticipated with excessive billing errors. Onestream customer services is not fit for purpose by any standards.
So, yes please, I would like a call tomorrow.
The agenda should include, but not be limited to the following:
1. I'd like to explain my frustration your response caused and reiterate how bad it is to be one of your customers.
2. I want a full explanation of our billing, credits, and refunds in total to date.
3. I want a financial billing summary sent to us. Our business accountant can then confirm there is no mis-charging, that refunds and credits have been applied correctly and physically recieved to ensure there is no potential for fraud.
I look forward to speaking with you and hope you can approach the call with an appreciation of how frustrating it is to deal with Onestream.
Yours sincerely
- Location
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- Location
- Farnborough
- Reviewing
- Onestream
- Date
- 2023-09-10
- Comments
-
Just as everyone ahead of me, I have abysmal experience with them. They messed up my go live date, cancelled my original order, which they didn't tell me, and created a new order with a new go live date. Sent text messages on both days so I had no idea what's going on. For the confusion they offered me a month free. Still haven't received that. Half an hour easily waiting on the phone and then a very rude agent pretty much shouting with me that they can't help! Like what??? They add "free" extras to your contract Eve if you express that you don't want that as you don't want to risk to forget to cancel them and ince they go full price you would pay like £40 or more. Router not included in price?! Never replied any of the written messages. As she couldn't tell why my credit just disappeared from my account without deducting from my bill, she said she will get back to me. Well I still haven't heard anything. I will have to constantly contact them over and over again. I am seriously considering to cancel even though that would cost £160 at this point. The internet is never the speed they guaranteed, my tv/phone very often says no internet... I just don't understand how is it allowed that such a horrible company on every level can operate and rip off so many people without consequences. There has to be a way to get out of a contract if they don't fulfill their end.
- Location
-
- Location
- Sheffield
- Reviewing
- Onestream
- Date
- 2022-04-19
- Comments
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Speed less then minimum guaranteed
- 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
- gwynedd
- Reviewing
- Onestream
- Date
- 2021-05-28
- Comments
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Appalling service. Seldom reached the guaranteed speed. Avoid this company
- Location
-
- Location
- Chester
- Reviewing
- Onestream
- Date
- 2023-01-16
- Comments
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Dreadful company, if having a reliable broadband connection is important to you please use a different supplier.
Despite accepting that there is issues on the line which they've had weeks to fix - they just blame openreach and refuse to let me leave without penalty even though they know the line is still at fault and dropping most days.
Similar to other reviews, they have an attitude of me being stuck with the contact even though its not working, which is really immoral,
Having to pay for extra data daily on my phone so that I can work from home for the charity i volunteer for - which can't carry on so until I can move provider I can't help suicidal people
- Location
-
- Location
- Ealing
- Reviewing
- Onestream
- Date
- 2022-12-18
- 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
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- Location
- Spalding
- Reviewing
- Onestream
- Date
- 2021-01-13
- Comments
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BEFORE reading comments here, I placed my first order for 18mth service on DEC 28th. go-live date was stated as 13th Jan, today. I've had no further updates, router etc since that first "order confirmed" email!
I've tried contacting the company by ALL available methods - phone, email, online chat. Never got a reply on the phone - only "hold" music. No reply to emails. Started a online chat with Dan K. The moment I mentioned my order number he was gone!! Seriously what sort of clowns are running this so-called business. Next stop the ombudsman.........
- Location
-
- Location
- East Sussex
- Reviewing
- Onestream
- Date
- 2019-11-30
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2023-05-03
- Comments
-
Can honestly say this is the worst WiFI I've ever used. It can't handle more than one person working, I drop off on calls, the lag on calls is appalling and they don't fix the issues. I've just tried to leave as I can't get it to work and they're now saying they will still make me pay for the rest of the service now even though they have provided me an awful service for nearly a year. Not good enough and avoid.
- Location
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- Location
- Kent
- Reviewing
- Onestream
- Date
- 2024-03-04
- Comments
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My £18 one year contract ends soon. I do not wish to renew at £39.98 with Onestream but they make it difficult to cancel. You can’t email or write to them. You have to phone them, but after 48 minutes waiting for a operative,Charlie answered and pretended he could not hear me when I said I wanted to cancel.
- Location
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- Location
- Cambridgeshire
- Reviewing
- Onestream
- Date
- 2023-05-24
- Comments
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Atrocious customer service, inaccessible call centre.
Continually tried to make additional charges to the account and threatened default notices.
Avoid at all costs.
- Location
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- Location
- Truro cornwall
- Reviewing
- Onestream
- Date
- 2022-01-19
- Comments
-
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
-
- Location
- Wantage
- Reviewing
- Onestream
- Date
- 2020-07-18
- Comments
-
Onestream suddenly increased their collection on my direct debit with no notification by email or post. When I tried to call their support line the message says due to Covid they can only provide online support via chat. When I tried to connect on chat there was no response after an hour. When I emailed their billing and support emails there was no response or acknowledgement. I assumed the company must be going bust! Assuming Onestream had probably gone into liquidation I read the very negative reviews on TrustPilot and Broadband.co.uk and thought if I cancelled my direct debit that might persuade Onestream to call me and explain what they were doing. Within a few days my phone line was terminated and broadband stopped working. I called Plusnet and they answered the phone on a Saturday after 5 rings and have now transferred my account, or I thought I had! Although I am out of contract and free to move Onestream have now deleted my number from the registry as one last act of defiance on their part so I am having to so get a new telephone number after 20 years with all the headache that entails. They really are not a very nice company and their service is atrocious so before you consider signing up with Onesteam I suggest you consider the value of having a person answer a support call within a few rings - given how much we rely on the Internet it's worth the peace of mind to pay a little more - except Plusnet is £7 a month cheaper! No, I am not linked to Plusnet in any way I just felt they needed a shout out for saving the day. In these dark times it is a great relief that there are some decent companies out there providing what is an essential service. Goodbye Onestream and good riddance!
- 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
- Tewkesbury
- Reviewing
- Onestream
- Date
- 2023-04-10
- Comments
-
Appallingly bad. Non existent customer support. 3mb/s on 60mb service.Sign you up for all sorts of things you didn't ask for. Avoid like the plague
- Location
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- Location
- Buckinghamshire
- Reviewing
- Onestream
- Date
- 2023-04-11
- Comments
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Dreadful. I’ve just supposedly gone live with this lot… They don’t work weekends and limited hours on weekdays. Nothing works… Trying to call them is impossible; you just hang on endlessly and then just get cut off.., or in the unlikely event that someone answers, they are just clueless. I’m going to cancel. What a nightmare.
- Location
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- Location
- Oxford
- Reviewing
- Onestream
- Date
- 2022-12-20
- Comments
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As others have said This organisation is at the bottom of a pile and not of Broadband providers. Had I known their affiliation with Vodafone(y) I would not have bothered. Clearly failure in the UK is the only notice they will understand. Don't wait pull the plug as soon as you can.
- Location
-
- Location
- Reviewing
- Onestream
- Date
- 2021-07-14
- Comments
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I had to move home. They could not provide service to my new address hence only option is to terminate the contract but they are charging me more than £147 for it. No sympathy or consideration to reduce the charge. Very opportunistic. Also the quality of connection was inconsistance, losing connection frequently.
- Location
-
- Location
- Caerphilly
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
My 18 month contract with onesteam started at £21 in june 2022 and today it is now £33 without notice. The speeds are so slow i could hardly turn a page on google news on my mobile phone and the pictures often wouldnt show up. Roku stick didnt have enough power to work at all on my tv. If i could turn clock back id never have chosen this company. Often i have no broadband at all and have to unplug the router box . Im a pensioner on a limited budget im afraid im stuck with this mob until later this year when i can then look for a decent company for my broadband service.
- Location
-
- Location
- Oswaldtwistle
- Reviewing
- Onestream
- Date
- 2022-09-30
- Comments
-
Cancelled installation but still taken £31.18p and then a month later another £18.95 ( the amount I was to pay if I had gone ahead).
Unable to get a reply from them
- Location
-
- Location
- Ipswich
- Reviewing
- Onestream
- Date
- 2022-02-01
- Comments
-
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
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-02-25
- Comments
-
Awful service. Rude unhelpful staff. Never has a company failed it's customers so badly. Avoid like the plague!!!!
- Location
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2019-12-17
- Comments
-
The WORST internet provider ever !!
Their internet is absolutely TRASH, Customer Service TRASH, STAY WELL AWAY.
I've called and emailed numerous times as the internet is so bad you can only use one device- as in phone/ tv/ laptop at a time- and its ALWAYS buffering.
I've called numerous times, been on hold for over an hour many times, been promised call backs, wifi extenders to be provided and claimed to be posted out, internet speeds to be tested with investigations on how to improve the service- absolutely NO response or results that result in better internet or customer service.
I've spoken to Dan Kelly, Darren, Abi, Connor, Darren, Blake after waiting on hold for hours combined with no response to phone calls or emails.
I have sky and I can't even use all the services as the internet is so weak it won't even recognise it on the box.
I am at my wits end with them
I'm stuck in contract I want out it at this point as the service and customer service is abysmal.
Save yourself the headache, the blood pressure and run when you see them. RUN AWAY FROM THE DEVIL HIMSELF.
- 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.