445 Customer Reviews over 12 pages
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- Location
- Warrington
- Reviewing
- Onestream
- Date
- 2022-03-02
- Comments
-
They will keep calling you , even if you not the customer , 10 plus calls in 2 weeks even after requesting to take off calling list, stay away
- Location
-
- Location
- Warwick
- Reviewing
- Onestream
- Date
- 2023-11-21
- Comments
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Absolutely diabolical, so much wrong it's hard to know where to start. I'm not even sure they have a customer service team as you'll never get them, apart from when you want to leave there use underhand tactics and renew the contract despite saying no. Chat service doesn't work and no response to the service tickets. Appalling.
- Location
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- Location
- Warwickshire
- Reviewing
- Onestream
- Date
- 2022-03-22
- Comments
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This is the second time within three months that I am without internet service. On the first occasion, I was without service for four days. Currently I am without any service for four days and counting, with no idea when I’ll be able to reconnect. I have reported the incident as a technical fault on the website but no one has since followed up with me in the form of an update, nor was there an email confirmation of the logged ticket. Quite frankly, a pro-rata rebate does not compensate me for the downtime I experience during a outage.
The Openreach technician checked the line today and confirmed that the issue resided with the router.
If Onestream cannot guarantee a service available 100% of the time, this should be stated as such in the product offering. It would be very useful for me to know when I can expect outages such that I can make adjustments to my schedule accordingly. My over-reliance on internet services is sad but an unavoidable reality of the times we live in.
I must confess that I have never experienced such a poor level of internet service provision as I have with Onestream. Needless to say, the contract will not be renewed at the end of the term as I seek a service provider capable of providing a reliable uninterrupted service, and that offers telephone support at a weekend. Furthermore, how does Onestream expect a customer to speak with an agent via the echat service when their internet is not working?
Very disappointed in Onestream, and in myself for not heeding the warnings on customer review websites prior to committing to a contract with them.
- Location
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- Location
- WATFORD
- Reviewing
- Onestream
- Date
- 2021-03-31
- Comments
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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
- Watford
- Reviewing
- Onestream
- Date
- 2024-04-06
- Comments
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I am utterly disappointed with the services provided by ONESTREAM. Despite my contract with them expiring, they have continued to charge my account, and to my disbelief, they are even adding penalty fees on top of that.
Let me break down this appalling experience. First and foremost, my contract with ONESTREAM was supposed to end on 17-03-2024. As per our agreement, I expected no further charges beyond this date. However, to my dismay, I noticed unauthorized charges on my bank statement well after the contract termination.
When I reached out to their customer service, expecting a quick resolution, I was met with sheer incompetence. The representative I spoke with was unhelpful and seemed completely oblivious to the terms of my contract. They claimed that my account was still active and justified the continued billing. Moreover, they had the audacity to inform me about additional penalty charges for late payment, despite me having no knowledge of any outstanding dues.
Not only is this level of overcharging and mismanagement unacceptable, but the customer service experience was abysmal. It's evident that ONESTREAM lacks transparency and integrity in their billing practices. This ordeal has left a sour taste in my mouth, and I am actively warning others to steer clear of this dishonest provider.
In summary, avoid ONESTREAM at all costs. They have demonstrated a blatant disregard for customer satisfaction and ethical business conduct. I am now in the process of disputing these unjust charges and will be exploring alternative service providers who value honesty and accountability.
Save yourself the frustration and financial headache—look elsewhere for your service needs. ONESTREAM is an epitome of everything that is wrong with corporate greed and customer exploitation.
- Location
-
- Location
- Wd180nq
- Reviewing
- Onestream
- Date
- 2019-11-20
- Comments
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Worst broadband company. Please stay away from them. I ring them everyday to ask them to sort out my internet issues and it never gets resolved. Problems since day one. I have given them 1 month notice, now they have totally turned my internet off. I cannot even use it.
- Location
-
- Location
- Welshpool
- Reviewing
- Onestream
- Date
- 2022-10-14
- Comments
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Avoid these guys like the plague, do not be drawn on by cheap prices
- Location
-
- Location
- West Berkshire
- Reviewing
- Onestream
- Date
- 2021-02-09
- Comments
-
Completely unreliable internet from Onestream. I purchased ultra fast fibre deal which went live on 15/01/2021 but it’s not working at all with Zoom or Teams on which I do majority of my work. I have to use my 3 mobile hotspot instead. I did troubleshooting in vain.
I called and emailed Onestream several times and no response. I asked to cancel but nothing, and the fee still gets deducted. Will contact my bank now to block further payment.
- 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
- West Ealing
- Reviewing
- Onestream
- Date
- 2022-12-12
- Comments
-
Avoid ! avoid !
Last three month they customer servise try best to sort out my line but no effort at all nothing come better.
Customer service awful waiting and waiting and waiting.
Never again.
- Location
-
- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2022-07-15
- Comments
-
Called 6th July to give them 30 days notice as my current contract was coming to an end. Was told I had to phone and it would not be accepted on live chat as it could be anyone. Woke up the next day and they had cut me off. Dead phone line. When I asked them why they had done that they said it was a mistake their end and they got the end dates wrong. Still have no broadband and working from home and paid until 5th August in advance. They're not bothered. Been with them for 18 months and that's how they treat their customers. You have been warned.
- Location
-
- Location
- West midlands
- Reviewing
- Onestream
- Date
- 2020-01-27
- Comments
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Avoid avoid avoid! Been passed from pilar to post. Spoke to nearly all the staff at the customer services department and none could come up with a reason why they haven’t been connected the internet in over a month. They still had the cheek to charge me even though I was promised I wouldn’t have to pay. Even now I’m sitting here without any internet a months and a half later. Worst company ever. I’ve cancelled my contract and gone elsewhere. Complete waste of time.
- Location
-
- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2021-08-24
- Comments
-
Avoid.the price I was told was not what I had on my second bill.extras put bill higher something that I was not told about.another rip off broadband provider
- Location
-
- Location
- West Midlands
- Reviewing
- Onestream
- Date
- 2022-10-24
- Comments
-
Dodgy company. Can't believe they are allowed to operate. Russian owned and not sanctioned! Why are they on comparison websites? I signed up to broadband, cancelled within 1 hour. Never got a refund and now they have started taking £29.95 out of my bank each month. This isn't even the amount I signed up for!
Avoid like the plague.
- Location
-
- Location
- West Susex
- Reviewing
- Onestream
- Date
- 2024-01-27
- Comments
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Be very careful, many legal clauses designed to catch you out and charge £££
Be very, very cautious when interacting with this company.
There are clearly many legal ways with contracts that they aim to get money from you. If this provider is your only option, fine.. But if you can choose a mainstream supplier like BT, Vodaphone, PlusNet etc.. go with them, even if it's a few £ more.
Issue is contracts - if you move house it's £59 - other providers it's free.
If you cancel - maybe you move country or house, that's £280
If you cancel it has to be exactly 45 to 30 days before contract ends, miss that window, it's £280. Even if you specifically ask their call centre 'is there anything else I need to know' they will not proactively say, you need to return the router within 14 days after you cancel or there's a ~£125 charge. - Other providers don't charge.
I just asked to move house, I need to call them again, but it looks like rather than just moving and staying at the same price, they've signed me up to another year at full price. Edit. yes, looked in their terms and conditions, I've been put on a new contract at a higher price and they said nothing in the live chat -I literally asked 'is there anything I need to know' and they said no.
Look on page 14 of their 'pricingGuide', if you cancel it's a rounded up monthly fee, plus £125 for the worst router I've ever seen, plus an activation fee.
If you miss a payment, that's another £100 fee, miss engineer £120, engineer finds an issue with a wire in your house, that's £150 an hour to fix !!
Versus Vodaphone they install fibre to my house for free with a crane !
Absolutely disgusting, I know for a fact that many, many people will be caught out by this. You have to proactively think of every possibility and eek it out of them, comply with their very specific requirements that are designed to catch you out.
Do not sign up if you have the choice and if you can, leave this predatory company. Not to mention the month to get connected and multiple missed setup dates initially meaning my GF spent 2 weeks going to weatherspoons and buying food to use their wifi for college work, costing us yet more money.
- Location
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- 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
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- 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
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- Location
- Wf1 4rf
- Reviewing
- Onestream
- Date
- 2023-10-13
- Comments
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Frustrating experience. Never ever join one stream please... They will continue charging after termination of contract. They never reply to emails too.
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-17
- Comments
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I think Onestream need looking into, about how they treat customers when their contracts run out. They send you an email saying the prices are increasing and even though your ontract has finished, they still charge you about £25 in the last month and told me that I will be charged for leaving them. They make me feel too scared to leave them as I'm poor and disabled. Then say they won't charge it if you renew your contract at a higher rate than before. It says on the Ofcom website they need to inform you a month before your contact finishes and then give you details of their best rate, but if you ask about their best rate, they act dodgy. They even told me that I need to start paying more every month to hire their router, which is 3 years old and I paid extra money for what they told me is a super fast router when I first joined them, even though they now tell me that I don't have super fast broadband.
All that is without a landline.
- Location
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- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-01-22
- Comments
-
AVOID...AVOID....AVOID
VAT added to all prices so what you see is not what you pay
After 30 days they pull the plug on your connection and you can no longer get out of the contract i.e. good service with no disconnects in the first 30 days but after that up to 10+ disconnect per day, absolutely rubbish service.
'No sneaky price rises' promise is a load of rubbish as they just put up the cost of items that are 'outside' of the contract like eve & weekend call package so you are locked into paying the extra for the free call extra or extra just for the calls as you can't cancell the main contract for the phone or broadband without penalty.
AVOID...AVOID...AVOID
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2024-03-12
- Comments
-
nearly 2 months in and extremely disappointed. The router and live date passed without incident but I had poor speeds below half my minimum contracted level. Left it for a week or so to settle before contacting customer service who asked me to supply screenshots of the speed with various conditions, which I did.
I was promised a resolution within 72 hours, then another 48, and another 48... and this has repeated ever since, to the point I'm still experiencing an unstable connection 6 weeks later with no route to a resolution except to wait longer...
No escalation route available, no way to resolve the issue except being told to wait by incapable chat agents. thoroughly let down and paying for a service I'm not being provided.
The contract says you can leave penalty-free if your speed doesn't reach the minimum, but if they don't try and fix it you've no recourse to start the process to cancel for 8 weeks.
Furthermore, if you have an issue at weekends, or after 5pm, there's no customer service. Terrible choice and I'd urge potential customers to see what they're sacrificing for marginally lower prices before signing up.
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-10-01
- Comments
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Truly regret changing to this company. Within a week my broad band speed dropped to just 4mbps. An engineer came out quickly and diagnosed while the line was capable of delivering 90mbps the problem was with the router supplied by one stream.
Customer service is poor, no weekend phone contact just online chat for which I’ve waited over an hour to connect to an agent. Weekday contact limited to 8.30-5.30 only.
At no time have they delivered the 79mbps I pay for, it can vary between no connection, and then a maximum of 28mbps. Yet the same line with BT consistently delivered 79mbps.
I cannot recommend this broadband provider. Poor levels of customer service, with no follow through so you are just left waiting to see what’s going to happen next, no emails, texts or any contact whatsoever. Add in truly awful broadband provision,this is a company to avoid.
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2023-04-05
- Comments
-
Awful, go elsewhere. Only joined in November at £19-95 now they want £29, nearly 30% increase, Internet keeps buffering and trying to contact them is nightmare. Roll on December so I can leave
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2023-04-06
- Comments
-
They try and twist things so you're not clear about how much you're going to pay. I signed up to Onesteam as a price comparison website said that it would be £16.95 a month. As far as I knew that was all I signed up for. I could have stayed with my old company for £18.99.
Then I saw the small print which was in light grey so harder to read, said they would only charge that for 2 months, and then charge a lot more to include a Kapersky virus scammer and other things such as Onestream Assured, whatever that is, unless you phone them to cancel those extras. I thought that I was on the ball and asked for all the extra charges than £16.95 to be stopped and they agreed they would. They also charge more for the first month for some reason, plus £9.95 delivery charge, so you don't realise exactly how much you will get charged the next month. Then when I realised I was going to be charged £20.90 a month, I phoned them to ask why, and they said I must have clicked on for the superfast router. Yet I've never had such slow broadband in my life. I said I didn't need a superfast router anyway, and some rude wide boy said it was what I clicked on and it's too late to do anything about it now. I asked for advice if I even need a superfast router and they wouldn't help. I live alone in a studio flat, so don't think I need it.
Then one month before my year contract finished they suddenly took out £26 from my bank account, saying they're allowed to suddenly increase the prices equal to the Retail Prices Index . When I asked if I cancel the service at the end of the contract in a month, how much extra she would charge me for doing that, knowing their history of taking money I wasn't aware of before, they kept saying they didn't know. They're really dodgy and trained to never give you a straight answer. I said it was their job to make it clear what I'm signing up for and how much they were going to take, and then she said they would probably take out around £40 for cancelling their service but it might be more but she can't give me a straight answer, despite my contract being finished that month anyway. Writing this to warn others.
Plus I don't think the superfast router that I'm paying more for works, as my broadband sometimes lags.
- Location
-
- Location
- Wiltshire
- Reviewing
- Onestream
- Date
- 2022-09-21
- Comments
-
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
- Wingate
- Reviewing
- Onestream
- Date
- 2021-06-15
- Location
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- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2022-04-11
- Comments
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My contract/supply was supposed to start on Friday. It's now the following Monday late evening that I'm writing this. Still with no internet since Friday and absolutely no communication in any shape or form explaining what is going on. Technical support opened a ticket for me and that's the last I've heard!!!??? Absolutely unacceptable rubbish is what I've received from day one. They had a 3 week heads up for the switch over so no excuses.
- Location
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- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2023-05-15
- Comments
-
Dreadful, dire service, slow , unable to contact. Eventually got through, promised I’d receive email to allow me to cancel the extra £3 for insurance they added. And to send engineer as sped below 3 ! Never received it, no one answers phone , cannot get into my account. Will cost £122 to leave as another 10months contract , can’t even get to do that! Please, DO NOT join. Worst company of any kind Iv ever known . Utterly shocking they are still in business.
- Location
-
- Location
- Wirral
- Reviewing
- Onestream
- Date
- 2023-04-06
- Comments
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Utterly dreadful. Very slow speed , can’t contact them and just had price increase to £28.50. Son pays less with SKY with literally 10x faster speed. Can’t even find out how long my contract is, will be off ASAP. Definitely contacting Ombudsman . Appalling company . Should be closed down
- Location
-
- Location
- wokingham
- Reviewing
- Onestream
- Date
- 2021-01-08
- Location
-
- Location
- Wolverhampton
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
-
I don’t see how we can get much worse than this! Because of the poor reviews I cancelled the service within the cooling off period, I was then charge £9.95 to deliver a router which they didn’t post out, because I didn’t have the service. Nothing else happened but they didn’t credit me. Today my account has been debited with £29.95 for Kaspersky services. I didn’t order this, haven’t activated this, and have no reference number for this service. Because of this lack of information no one can help me. Contacting my bank I was told I’d authorise this payment, which I haven’t, they told me to contact One Stream. I’m now trying to contact a company, I don’t have any contract with, about an order I didn’t place, in order to not pay any more money. What a scam!
- Location
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- Location
- Woolwich
- Reviewing
- Onestream
- Date
- 2019-06-13
- Comments
-
Do not sign up to this provider.
The router arrived a lot later than promised. When it did arrive it didn't work and after eventually getting hold of one of the advisors, was sent a guide which didn't remedy the problem.
Two weeks after I was promised to be connected I was told the router was faulty and I needed a member of their technical team to call me. This again didn't remedy the problem. After many attempts to phone them I decided to cancel my subscription. I was told a member of accounts would email to offer a refund, however this still hasn't happened and I cannot get in contact with them. I was 30 mins on the phone to them in one instance and nobody answered. I have sent numerous emails and received no reply. Terrible service !
- Location
-
- Location
- Worcester
- Reviewing
- Onestream
- Date
- 2022-12-05
- Comments
-
Router keeps loosing broadband connection,price increase with no notification. Only automated reply to email, waiting for long time to get to talk to someone on phone,just given up.Apalling customer service
- Location
-
- Location
- Worcestershire
- Reviewing
- Onestream
- Date
- 2023-04-20
- Comments
-
You reviewed Onestream
Lindsey prodger
0 reviews
GB
Rated 1 out of 5 stars
Absolute joke of a company placed an…
Absolute joke of a company placed an order online for broadband and phone for £16.99 then when order processed it changed to full fibre and no phone had to pay £18 more which I reluctantly agreed as sold on really fast 75 plus speed, engineer booked for end of Jan then cancelled and rebooked for 14th of February who was a no show then had the cheek to say called but nobody was in which was a complete lie as nothing on video door bell plus 2 people in house waiting from 8-3 who heard nothing. The 3rd booking finally took place on 16th of March and installation completed or so they claim.
Yet my internet speed is 25-35max depending on time of day, no digital phone calls available even though being charged for them and to make matters worse my other basic broadband and separate phone line to my annex has gone really slow internet and the phone line has been disconnected.
I have raised 5 complaints in total now and had various empty promises from team leaders to complaints management and still left in this situation complete joke if a company stay well clear.
I can’t even leave this company as nobody will even come back to me. Ombudsman notified who say I must get them to sort out the issue.
- Location
-
- Location
- Worcestershire
- Reviewing
- Onestream
- Date
- 2023-10-10
- Comments
-
Ok. Cheap. Not as fast as it should be, and a few more drop outs than we used to get. But ok.
- Location
-
- Location
- Worksop
- Reviewing
- Onestream
- Date
- 2022-05-21
- Comments
-
Bad connection all the time. No improvement. No customer service . No where to complain. Worst to worst. Can’t wait until I finish my contract to go back to old virgin media.
- Location
-
- Location
- Worksop
- Reviewing
- Onestream
- Date
- 2022-02-28
- Location
-
- Location
- Worthing
- Reviewing
- Onestream
- Date
- 2021-07-09
- Comments
-
This is the worst provider I have ever had. No contact option readily available; no service available on a daily basis with disconnection lasting long time, but paying for unlimited superfast broadband. Shameful con artstry that I will have to report to Trading Standards if nothing is done.
- Location
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- Location
- Worthing, sussex
- Reviewing
- Onestream
- Date
- 2023-06-12
- Comments
-
Should NOT be allowed to run a business.
No communication - all emails are not accepted and had been waiting for hours for a reply. Someone phoned me and refused to give his name. I explained that I wanted to cancel-“oh u must phone” then hung up. Ridiculous. What they do they confirm a connection date and that if no one is there u will be charged! Tried to email - not accepted in the end i wrote snail mail to their regs address to cancel. What is wrong with society? A different worrying world
- Location
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- Location
- Yeovil
- Reviewing
- Onestream
- Date
- 2022-03-21
- Comments
-
When I first joined they royally messed up by allocating the line to the wrong router, which meant (after lots of issues getting them to resolve it, without service) I had to go in and modify the user profile settings in the router - something non-tech people would not have managed.
I have been subject to price rises with no prior warning. They most recently stopped my service and tried to make me sign up to a new long-term contract at a high price.
There was never any offer of compensation or effort to make things right.
In short, my experience with this company over several years was that they were a bunch of amateurs and I wouldn't recommend.
- Location
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.