Onestream Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Onestream.

Recent Customer Ratings for Onestream

  • Satisfaction
    1.9 stars
  • Customer Service
    1.8 stars
  • Speed
    2.1 stars
  • Reliability
    2.1 stars

Based on 113 customer ratings since 2020-05-04 (Show all time ratings)

Visit Onestream   Read our Onestream buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

93 Customer Reviews over 3 pages

  • Reviewer
    Location
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This review is for ONESTREAM broadband who have done everything they can to NOT supply with broadband for £9.99.
    As my speeds here are slow, nobody's fault, bar BT's for aged/aging line, (60ish years they say) overhead fibre in place but BT don't know when it will go live! i go for the cheapest i can find on a 12 month contract. I was and still am with John Lewis, brilliant service, but contract ending the 4th December and going up to £26.99 from 18.00, so started looking. ONESTREAM £9.99 black friday deal! cheapest by £6 a month next to the Post Office at £15.90.
    Filled in the boxes, GOT IT! Text say welcome and connection under way. Took £9.99 delivery, and then £9.99 for 1st month, sat back and waited, nothing.gave it 10 days and called, "oh sorry, your current provider will not release the line and number" well the contract's up in 2 days and they know i'm looking to move say's i."we will request the change again" says he.
    4 days later, email from ONESTREAM "your speeds are so poor our systems cannot function correctly to supply you standard broadband, but we can supply a boosted speed for £26.99! (not fibre, no mention of fibre) if not you will be refunded" still waiting for me refunds!!
    Stayed with John Lewis for £20 for 12 months. Another email just arrived from ONESTREAM "oh no, our broadband doesn't reach as far as you live so we can't complete your order"!!!
    They can't even lie consistently.
    I'd stay well away folks.
    JOHN LEWIS BROADBAND BRILLIANT.
  • Reviewer
    Location
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    this compony is a joke bills always wrong sales team will tell you they guaranteed your speed you will get less then half the speed they just say only if you ues a eartnet cabble but tell you this do not bother whith live chat it will take a week for them to anwer custermer service is worse then talktalk and that takes some beating do not go whith this compony they will treat you like dirt
  • Reviewer
    Location
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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 .
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    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.
  • Reviewer
    Location
    Alton
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
    Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
  • Reviewer
    Location
    Alton
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Appalling service - avoid at all costs . We cancelled our autistic daughter’s contract when we moved her out of her property . We paid fully - Oct payment made in nov , nov payment made in dec - she vacated the property nov 21st .
    Onestream then deemed it appropriate to send our daughter emails chasing her for further payment which they said was in arrears , causing unnecessary stress and anxiety . We contacted them and explained that we had paid in full , only to be told it takes up to 30 days for them to process and so we were liable to pay for a service we did not use in a property vacated , because their process is slow ! It begs belief how this company is still operating, especially at a time when people of sound mind aswell as those with specific conditions and mental health issues, are struggling to cope . At no point did anyone from Onestream advise our daughter of this “so called “ 30 day process until we queried their tactics . Suffice to say we paid the £40.37 ... does that mean they win with their tactics .... not if everyone avoids them at all costs ,please read before being fooled by their “best price “ message, you will pay for the poor decision in the long run
  • Reviewer
    Location
    Bath
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cannot emphasize enough how much of a bad idea getting internet from Onestream is. We were without internet for over a month. Got the router and followed the instructions but there was no internet. Called customer service several times to try and fix it but nothing they suggested worked. Also their lines are only open on weekdays until 5:30pm and average hold time was about 40 minutes. Had to give up in the end and go with another provider. Absolutely ridiculous, seriously do yourself a favour and not waste your time and money with these clowns.
  • Reviewer
    Location
    BATH
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Avoid this company unless you want to lose your internet connection and not be able to contact anyone to rectify the situation. This company should not be trading!!
  • Reviewer
    Location
    Bexley, London
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I placed an order for broadband and all I ever was an emil acknowledging the order. There was no router delivery and I could not speak to anyone in order to resolve the matter. In the end I had to go through my bank to get a refund of the initial payment. AVOID THIS COMPANY LIKE COVID19!
  • Reviewer
    Location
    Birmingham
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I decided to sign my mother up for this broadband due to the promised internet speed and competitive price. The box arrived two weeks later and might as well of been made of paper. The build quality was shocking. Few weeks down the line the internet goes off, apparently due to a fault with the telecom box in the area. I get given dates when it will be back on. When those dates arrived I still had no internet. Same thing happened again spanning out over a month and they still had the cheek to charge me. The customer service is shocking to say the least. Staff clearly cannot be bothered to solve issues and would rather pass you around. Wish I read the reviews before signing up. Terrible service!
  • Reviewer
    Location
    Bonnybridge
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    When I moved house they could not provide broadband in the new location. They then said they would cancel my contract due to this.
    A month later they charged me again so i phoned them, eventually getting through and spoke to someone else who said they'd cancel it again for me and refund the extra charges.
    Now the next month there is no sign of my refund and they have just billed me again claiming that my contract was never cancelled. This is three times I have had confirmation of it being cancelled and still been charged.
  • Reviewer
    Location
    Caerphilly
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Within 3 days of joining Onestream, I knew I'd made a bad decision. Connection was intermittent and speeds were dire. Customer support is poor as only live chat is available. Fortunately, I raised a complaint within the 14 day period and they allowed me to leave free of any penalty charge. My advice to anyone thinking about signing up to Onestream would be to think again. I've been with Sky, Plusnet and EE previously but I've never experienced anything like the issues that I have with Onestream. Go elsewhere and learn from my mistake.
  • Reviewer
    Location
    cornwall
    Reviewing
    Onestream
    Date
    Comments
    Every bad comment that is made about this provider should be taken notice of. Absolutely disgusting company. One lie after another. Absolutely can not give them a low enough minus rating. BEWARE STAY CLEAR AND NOTE ALL THE COMMENTS.
  • Reviewer
    Location
    Crawley
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    While the price seems a bargain the service is awfull. The previous service have been cancel, they sent an email saying that all good and dusted , but no router receive still With no internet on the 5th day
    .. just nightmare
  • Reviewer
    Location
    Croydon
    Reviewing
    Onestream
    Date
    Comments
    If you are planning to pay for a service that you would Never receive definitely choose One stream. They have No Engineer therefore they never connect your broadband or fix any problems occur. They politely say they will, but that never happens. Unfortunately this is Not the worse, as when you go Weeks without internet and you say you want to switch to another provider as there’s still no internet and no action while you are paying for the broadband you are not having they Rudely say that’s ok but you need to Pay till end of the contract, one whole year.
    My actual rating would be ZERO , but that wasn’t in the options.
    Do Not Choose This Provider.
    It Is Practically a SCAM.
  • Reviewer
    Location
    Darlington
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID!!!!
    I am finally able to get on my computer and write this review......that's because today I finally left this god awful company and my old provider took over my connection. I have never experienced such dreadful service.
    NO phone contact
    Online chat was hit and miss.
    First 4 days were fabulous then it just went off and could not reach anyone. I never knew when i was going to be able to connect and work from home. They close at 5.30pm Mon-Fri and closed over the weekend - ZERO Help during that time, well zero help during office hours either! Could never reach anyone by phone, no reply to messages for call back. When i finally did get a call it was to ask "if they could sort this today would i consider staying with them" HA! I had been struggling with them for TWO WEEKS - 2 weeks it took them to try and rectify this and that was also a week after i submitted my cancellation form (from work as i had no internet at home)
    Absolute Joke of a company and Zero customer service!!
    AVOID AVOID AVOID at all costs!!!!!
  • Reviewer
    Location
    Darwen, Blackburn
    Reviewing
    Onestream
    Date
    Comments
    Whatever you do, do not sign up to Onestream! Having many problems with them and I still have 10 months left. Speed not as promised - it is the worst I have ever had. Meant to be minimum of 26 mbps but I have had faster dial ups! They say we are getting 40 into the house. Always getting page unresponsive. Customer support terrible and fob you off all the time. I am counting down the months until I can leave.
  • Reviewer
    Location
    Denny
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    Avoid these people seriously service is non existent. They need to be held to account.
  • Reviewer
    Location
    derbyshire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Avoid this company at all cost shocking bad service my internet went off 6 weeks iv had to move to another provider its a joke avoid avoid
  • Reviewer
    Location
    Devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was supposed to have gone live with them last Wednesday 3rd of April phoned them up to be told I would be connected by midnight, it didn't happen, then they blamed BT for there engineers not fixing it, it is now Saturday an still not fixed, you can never get anyone to talk to so I tried live chat and got through to a man called TOM but as soon as he realised I was complaining he cancelled the chat and hung up. Disgraceful behaviour.
  • Reviewer
    Location
    Devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When we moved to our current house, the previous owners had Virgin fibre and no TV aerial. However the bills kept going up and up. We sorted the aerial and therefore didn't need Freeview and signed up to Onestream. However on the day the BT man came to connect the line, it was discovered that Virgin had physically cut the line, the BT man wasn't "qualified" to climb a ladder and so we decided to stay as we were. We have had constant bills from Onestream. I have emailed to say we are not with them. They have agreed and apologised and said they have cancelled the account. Then this morning I get a letter to say that they will be taking me to court unless I pay £18! This is a Saturday and there is no-one there over the weekend. I am not doing a formal complaint to the ombudsman.
  • Reviewer
    Location
    devon
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    terrible. poor broadband speed. awful communication.
    charged when i shouldnt have been.
    find another provider.
  • Reviewer
    Location
    Devon
    Reviewing
    Onestream
    Date
    Comments
    Just joined onestream after having broadband from the post office which was rubbish, so signed up to fibre broadband with onestream a month ago was supposed to go live on the 7th of April, did not happen by 3pm so rang them to which I was told it could take until midnight fare enough so waited until 11am next day still not connected so rang again to be told the engineer had not connected me and could take up to 72 hours to fix, seems to me I have left one rubbish company for another, a quick tip to anyone trying to ring any broadband company pretend you are a new customer wanting broadband you will get through quicker.
  • Reviewer
    Location
    Dewsbury
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst company ever, never ever join, i made mistake of not reading reviews
  • Reviewer
    Location
    Doncaster
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this so called company at all costs!!! Had no service for 4 weeks and had no choice but to swap to BT to get phone and Internet back. They are now billing me for the weeks when I swapped to BT and threatening court action and debt collectors. I have written numerous emails trying to sort this out and get ignored. The only response I get is on Trustpilot. Your better burning your money as they did not provide a service to me and it will save your blood pressure and the hours of nonsense you have to endure from them. Sign up at your peril!!!!!
  • Reviewer
    Location
    Doncaster
    Reviewing
    Onestream
    Date
    Comments
    Absolute rubbish. 15 days without Internet or phone. Don't ring back when they say they will. Ignore emails and never reply, as they have so many, I was told. I hazard a guess at complaints being made. Avoid at all costs, burn your money its less stressful than getting a refund from them. Ofcom here we come!
  • Reviewer
    Location
    Dundee
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    My line was taken away from me without my permission and OneStream says this was by BT while BT has no record of this, so OneStream tried forcing me to pay £30 to get the line back or the early cancelation fee because they made a mistake, it took weeks for them too say I can have my internet back without the extra fee, it was supposed to take 14 days but after 14 days there was still nothing, contacted them again and was told this would take ANOTHER 14 days meaning I will be 40 days out of internet for absolutely no reason, you can see why they have such bad ratings, I will be changing providers the exact day that my contract is done.
  • Reviewer
    Location
    East Sussex
    Reviewing
    Onestream
    Date
    Comments
    Stay well away from this provider i canceled with them to end Sept they are still trying to take money from me plus £5 for late payment which i dont owe as my contract ended 27 Aug they dont answer the phone have e-mail 3 times now still no result.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keep well away from this lot!!!!

    I signed up for this lot but after reading reviews I cancelled. Nevertheless a router was posted to me. After speaking to a live chat member, I was told to send it back with the courier when it arrived.
    On 26 Feb I received an email asking for the router to be returned. I told them I had sent it back. On 19 March I received another email asking for the router to be sent back with a threat of charging me £52 if it was not returned. I have sent another email to them.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please dont sign up with this provider. Not reliable at all. Just keep promising with the delivery time for router. 'i'm apologize for the delay' is their best answer. Then blaming the delivery company for the delayed. Joker!!!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    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.
  • Reviewer
    Location
    England
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    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
  • Reviewer
    Location
    Frome
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Girvan
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got phone installed but haven’t had broadband working at all since I moved over a month ago. Useless trying to call customer services as after waiting 15 minutes each time I gave up, they don’t reply to emails either. Installation charges are a rip off for a service that doesn’t work. Service and communication for a communications company are shockingly bad. Switched to another provider with no set up costs. Avoid onestream like the plague!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never reply to emails, phonecalls are even more useless. Broadband didn't work for the first two weeks after install but- being impossible to contact- onestream did nothing about it. Avoid
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Ok, So I went with Onestream as they were cheap ..really cheap when compared to others. I'm a grown man & should have really known better in fairness.

    Ordered FTTC (Fibre to the Cab) - but the order was then changed to normal Copper dal end to end as there was no capacity in the local exchange for Fibre ...despite me being able to order it via their website. (Strike 1)

    Everything was ok for the first 4/5 months ...not amazing speeds - but enough to work with.
    Then the problems started ......

    All of a sudden my broadband price DOUBLED, and some rubbish email from them claimed this was due to the COVID-19 situation.... How/Why/WTAF ? (Strike 2)

    Last month I had a fault on the line, line had noise on it, broadband would drop out for a few hours at a time. Tried reporting it to them via their amateur website & to be frank about it - I've had better trips to the dentist.
    Was constantly told there was no issue found, it got to the stage where I lost my cool said I was going to a different provider. All of a sudden a 'fault' was detected on my line. I can only put this down to a pure coincidence (Strike 3)

    So to recap, (1) I didn't get what I ordered in the first place. (2) My price has doubled due to a nasty flu like bug (3) They need to be forced to look into problems.

    3 strikes .. I'm out and heading towards Plusnet

    Stay safe & stay clear of Onestream broadband
  • Reviewer
    Location
    Guildford
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all cost. Really, please do not use Onestream.
    They failed to connect our broadband for two whole weeks. we had already left trusty Plusnet, which was a big mistake. It was so stressful with school, college and work. Onestream utterly disappointed us and made all sorts of excuses.
    The way they restrict customer service through a never available chat is shady. Also, every answer is scripted and you are never sure what is happening.
    We cancelled within two week period and they STILL CHARGED us for the full first month despite not having a single byte transfer through their servers.
    It is now over three months later and NO REFUND.
    It does not matter how many "agents" you "chat" with, they could not care less.
    To top this they are NOW THREATING to charge us for a router that has long since been returned.
    So please, I beg you not even think about going on the journey of pain and more pain that is Onestream.
  • Reviewer
    Location
    Isle of wight
    Reviewing
    Onestream
    Date
    Comments
    Cannot recommend.... Overcharging on direct debits.... Can never get through to anyone on the phone, emails go unanswered, nightmare start to finish
  • Reviewer
    Location
    Kingston upon Thames
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting, immoral company who cold call pensioners illegally (my father's number is on the TPS system, making it a criminal offence for companies to cold call him) and scare/harry/harass them into signing up for a broadband contract.
    They are now chasing my father for payment for a service they don't provide (no router was ever delivered to him) regarding a contract obtained illegally.
    Despite my repeated phone calls to tell them to stop hassling him, they have now sent threats (full of aggressive language - none of it carrying any legal weight) of visits from their debt collectors.
    Well, good luck with that. We've had enough, and are fighting back...
  • Reviewer
    Location
    Lancashire
    Reviewing
    Onestream
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is an absolute sham and should not be operating as a telecoms provider. Having worked in customer services previously I'm more than used to hearing whingers leaving bad reviews and try to avoid doing so myself without good reason, but this was honestly the worst customer experience I've ever had.

    30 attempts to get in touch with customer services, 20 mins on hold each time, nobody ever picked it up. No reply on their email, ever. Nobody ever came to install it so it never worked. Nobody got back to me. After a few weeks of shouting angrily at a brick wall I ended up emailing the CEO who did promptly apologise and give me a full refund.

    Please, for your own sanity, don't make the mistake of choosing this company - I've switched to a provider 50p/m more expensive and they are a functioning company at least.

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