445 Customer Reviews over 12 pages
-
- Location
- London
- Reviewing
- Onestream
- Date
- 2022-10-15
- Location
-
- Location
- Lowick
- Reviewing
- Onestream
- Date
- 2022-09-14
- Comments
-
A waste of time, they don’t answer the phone, reply to emails, I cancelled with 2 hours of ordering due to confirmation email showing different terms than agreed. Since the no communication and still they are sending emails as if order is still progressing.
Just tried calling again but no response.
A TOTAL WASSTE OF TIME? DO NOT DEAL WITH THEM
- Location
-
- Location
- Maidenhead
- Reviewing
- Onestream
- Date
- 2024-02-13
- Comments
-
I decided to switch to Onestream so I went through the steps, including entering my bank details and personal details like date of birth (surely it's sufficient to know a person is over 18) and then on step 7 of 8 it announces that to have a router it is an additional cost per month and that an existing router is unlikely to be compatible and you have to have some expertise to connect it anyway. Therefore, the advertised cost per month is a lie. Clearly an untrustworthy company. I now have to go through the hassle of ensuring they don't set up the direct debit as the previous step is to approve it. Wasted my time. Don't use them!
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-06-16
- Comments
-
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
-
- Location
- manchester
- Reviewing
- Onestream
- Date
- 2020-06-25
- Comments
-
very poor customer service .no one to help no phone line working for them ,only live chat ,thy put you on hold for a long time and the end you tell you someone will call you .very very poor i advise no one join them even for free
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-03-17
- Comments
-
I wish I could give less than 1 star, what a pathetic & expensive service. Poorest customer service I hv ever experience.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2020-10-08
- Comments
-
I have not had problems with the speed or reliability of the connection with OneStream, however, I was unable to use my Chromecast with it, I was paying 3 times the price of what I thought I would be paying but the worst was when I received a letter to say that OneStream would take legal action against me, despite, themselves having broken the terms of our contract, despite myself informing them in writing that I do not agree to the new proposed terms and I wish to cancel my connection and despite having already been assured by OneStream's customer service via email that the account was closed and no amount was owed. It is outrageous being threated with legal action for not having done anything wrong, just because OneStream are incapable of keeping up with their records. Also, there is no means of speaking to anyone during COVID. Appalling service overall.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
Steer well clear. Broadband speed is rubbish. Phoned up to discuss reducing the cost as I am struggling financialy due to health problems. no help what so ever
- 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
- Manchester
- Reviewing
- Onestream
- Date
- 2023-08-26
- Comments
-
Horrendous provider. If I could leave 0 stars I would. We have had nothing but issues since joining onestream, the service is poor, I set up with a different provider after less than one month of using the service as it was so poor and the customer service I have never experienced anything like it. We have been overcharged by £15/ £20 per month since joining and every attempt to contact them has been met with 0 resolution. Please for the sake of your mental health do not sign up to this provider.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-01-27
- Comments
-
Shocking cystomer service, false claims and diabolical internet speeds. They don't deliver the min. Mbps in the conract and when questioned on this, tell you that you have to pay more to rectify the problem yourself. I wouldnt even not reccommend, i would say stay far away from this company.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-06-19
- Comments
-
They took unauthorised payments out of our account leaving us with no money for food. They were totally uncaring and unhelpful saying it would take them approx a week to reimburse us. Also said they had no provision for helping customers in financial difficulty. We are pensioners and they were rude and uncaring of a problem that they caused.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2022-08-11
- Comments
-
Terrible experience, the overall positive rating on Trustpilot just shows how untrustworthy Trustpilot is. Long periods of loss of connectivity from day 1. Even when connection is up, speeds are not as advertised which is highly frustrating as the only reason we went with them was for their higher advertised speeds. Long on hold queues trying to get hold of anyone on the phone. Online chat is simply ignored. Emails ignored. I have learnt a painful lesson.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2023-11-30
- Comments
-
Worst possible experience I have had with any provider. This is one of the most opaque operators I have ever come across. I had signed up by phone. A couple of unnecessatlry 'extras' were added that one could cancel by phoning customer service in the first month. Excepet customer service never answers the phone. There is no email access. To setup internet account one needs account no. which is never provided in any email they send you, which only include order no. So cancelling the service during the cooling off period is impossible. Once I got through but the person on the other end of the phone was most unhelpful. I asked to cancel all extras, but still got billed for totally ridiculous, unwanted antivirus. Had to fight through my bank to get my money back. The reduced broadband rate on offer was meant to last the whole year but rate was hiked after 3 months. It is not made very clear that one needs to give a month's notice to quit even when the contrat finishes. If customer service emails you, you can't use the reply function. The router (a very basic one), has to be returned within 2 weeks of end of contract, otherwise you will be billed £50.00. They aren't registered with ofcom, so some basic transparency is not provided.I am just glad that I am finished with this company.
- Location
-
- Location
- Manchester
- Reviewing
- Onestream
- Date
- 2021-01-20
- Comments
-
Shocking service. Should have gone live last week, but still haven't received router. They are completely uncontactable - don't answer their phones, respond to emails or engage on their web chat. Avoid at all costs!
- Location
-
- Location
- Margate
- Reviewing
- Onestream
- Date
- 2024-02-06
- Comments
-
I'd give zero stars if I could. Awful, intermittent broadband and even worse customer service. Over 2 weeks without internet and still no resolution. Just terrible.
- Location
-
- Location
- Margate
- Reviewing
- Onestream
- Date
- 2022-11-10
- Comments
-
Never in my life have I had to deal with such a crap quality internet provider. They are more than happy to take your money but don't expect you to get your moneys worth. My internet has gone down multiple times a day for weeks on end. Resetting the sub par router they provide would temporarily fix the issue, but the moment the wind blows or it rains or there's a friggin cloud in the sky, boom, off it goes again.
They sent engineers multiple times who can't find anything wrong with the line. And when you try and call, there's always a "high volume" of calls and you wait and wait with the most painfully repetitive hold music that is deliberately designed to mug you off.
When I joined, the reviews were some what positive. Not as much as I had hoped but I decided to give them a shot because the price was fair. 6 months later the price nearly doubled and I was stuck in this ****** contract for another 6 months.
I am about to leave this country and I am grateful to be away from this terrible internet provider. Listen to everyone here, DO NOT SIGN WITH ONESTREAM, YOU WILL DEEPLY REGRET IT.
- Location
-
- Location
- Marlow
- Reviewing
- Onestream
- Date
- 2023-02-17
- Comments
-
I can see that up until Onestream I had always had good service with other suppliers because Onestream is terrible.
Right from the start the connection would drop out randomly through the day and now 11 months later it still does. Some nights it makes watching any streaming content totally impractical.
On occasion I used to do a little gaming but again because of the random dropped connection it can really ruin online gaming experience.
Service (what service!), We have made a lot of calls to Onestream talked to their operators and engineer several times. We tried everything they told us including a new router, wired and unwired connections and turning everything off and on. No fix. They will not countenance letting us out of contract and just give use the run around between the operators and the engineer.
Awful.
- Location
-
- Location
- Matlock
- Reviewing
- Onestream
- Date
- 2023-04-04
- Comments
-
A terrible experience that I cannot recommend. The customer service has always said the right things but then never followed through. I was overcharged and it wasn't until 6 months after the contract started it got sorted and all the promises of refunding money, etc never happened. The broadband speed was initially good but has got slower and slower until it is now less than 1/6 of what I should be getting. There helpline takes an age to get through on and they just don't seem to know how to fix the slow speeds. Avoifd at all costs!
- Location
-
- 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
- MIDDLESBROUGH
- Reviewing
- Onestream
- Date
- 2019-12-03
- Comments
-
I tested by speed and got 0.3 i cant access a lot of things as my net slows or freezes or just stops.Customer services stop at 5:30pm when most people get home and switch on,got a problem? sorry were closed!I have lost customers and sleep because of onestreams poor service....my advice avoid,they promised faster for less instead i just got less i had no problem with my old provider! so its not the line they are capping speed i think.Take a pic of the speed test and send it to us she said,my old provider would do a speed test from their end! how low tech are they? be warned and avoid Onestream i wish i did!
- Location
-
- Location
- Midlands
- Reviewing
- Onestream
- Date
- 2022-12-01
- Comments
-
Whatever you do, dont sign up with these clowns. They opted me into some insurance policy that I insisted they could not do without my consent, They have been taking the money and are refusing to respond to my complaints - ombudsman here we come
- Location
-
- Location
- Midlands
- Reviewing
- Onestream
- Date
- 2023-01-27
- Comments
-
Wish I had seen these reviews first, I thought Vodafone were bad Onestream are far worse, Many Many Broadband outages for no reason, no problems with other suppliers, slow speeds, extras added onto the bill that you have to fight to get back, luckily only 12 month contract so can cancelled asap to never return.
- Location
-
- Location
- Milton Keynes
- Reviewing
- Onestream
- Date
- 2022-07-21
- Comments
-
Beware - the weasel words of the 'free for a month' One Stream Assured / Kaspersky trials. I was charged immediately for the One Stream Assured so-called service as soon as I could check my bill online (given access to this 2 weeks after the 'installation' day, where no engineer showed up). Upon phoning to enquire about this I was sarcastically told that their policy is to charge pro-rata (another month in advance) so this was valid! I asked for this to be cancelled along with the Kaspersky, but I am now very concerned after reading about all the other people who have been been ignored by One Stream customer service and been billed anyway. I've only been with them 2 weeks and already know I will never use them again!
- Location
-
- Location
- Mold
- Reviewing
- Onestream
- Date
- 2023-11-14
- Comments
-
The worst of the worst, scamers and thieves. They put extra charge on my bill, once I called and asked about it I was Informed that my contract ended and nobody inform me and now my contract move to rolling contract, once I decided to resign from their service they try to charge my 550£ early termination fee for contract that I don't have anymore. On the phone Consultant inform me there are no fees and I can end the service. Avoid them at all cost.
- Location
-
- Location
- Mold
- Reviewing
- Onestream
- Date
- 2023-05-02
- Comments
-
The worst of the worst broadband companies I have ever seen. They overcharging you for service with is not great, very poor customer service if you ever get hold of them. Live chat do not exist and if you try to call them be prepared to wait minimum 3h on line.
- Location
-
- Location
- Nailsea
- Reviewing
- Onestream
- Date
- 2023-07-01
- Comments
-
Unparalleled Incompetence and Disregard for Customers' Well-Being
I am compelled to share my shocking experience with the handling of my contract transfer and the subsequent nightmare of billing and communication with Onestream Broadband company. It is evident that this company's incompetence knows no bounds, and I feel it is my duty to warn others of the abysmal service I have received.
In early April 2023, I reached out to Onestream Broadband company's customer service department, providing them with ticket number ref:_00D0YrFw3._50007UcD2O:ref, to inform them about my upcoming home move and request the transfer of my remaining contract to my new address. To my disbelief, I was met with a ludicrous demand to make a phone call before any progress could be made. Since I was abroad at the time, I entrusted my wife to contact them on my behalf. Shockingly, they callously refused to assist her solely because she was not the named person on the contract.
Determined to resolve this matter, I made numerous international calls to Onestream Broadband company's customer service, only to endure endless waiting times and exorbitant costs. In a desperate attempt to establish communication, I provided my UK mobile phone number, which was on roaming, so they could reach out to me. However, their response was baffling—they claimed they were unable to make outgoing calls. Astonishingly, it was then decided that the move-over process could be completed without any call whatsoever. The sheer lack of consistency and coherence within this company is mind-boggling.
Meanwhile, on April 3rd, 2023, I received a notification from Onestream Broadband company indicating that my contract (OS10134650) was nearing its end. They gleefully informed me that if I stayed with the same tariff, my monthly cost would change to a supposedly "super low" price of £34.95 whereas I was originally paying £21.95 for the 12 months Agreement from April 2022 to May 2023. However, given the complete lack of progress in transferring my contract to my new address, I made the unfortunate decision to sign up for a new contract in my wife's name through their website. This step was taken solely to ensure that the named person on the contract would be notified when the service went live. Subsequently, I responsibly returned the old modem to them via registered parcel post, which they have received according to Royal Mail tracking site.
To my utter dismay, Onestream Broadband company continues to charge me for the old contract at a staggering amount of £60.23, despite providing no service under that contract. Adding insult to injury, their emails and text messages regarding this matter bear the "no-reply" prefix, effectively shutting down any avenue for direct response. An email to their widely advertised hello@onestream.co.uk returns an automatic reply with a warning that “This email address is not monitored, and therefore any email will not be responded to.” This deliberate attempt to evade accountability and disregard customer concerns is simply appalling.
Despite my loyalty to Onestream Broadband company, as evidenced by signing up for a new contract (OS10165639) at my new address, they have shown a complete lack of attention and response to most of my emails, have been charging me more that the advertised fee I signed up for, surreptitiously added McAfee AV software fees I do not and have luckily canceled after painful protests, leaving me in a state of extreme distress. Unfortunately, it seems that this company thrives on ignoring customer complaints and concerns.
It is worth noting that despite extensive efforts, I have been unable to locate their live chat service online. I demand that they provide me with the link to access this supposedly non-existent service. Additionally, I have wasted countless hours on hold, attempting to speak with their representatives over the phone, only to be met with perpetual disappointment.
Onestream Broadband company should take immediate action to rectify their failures, and provide a swift and fair resolution to these unimaginable issues. It is my sincerest hope that others will be spared from enduring such a nightmarish ordeal with a company that exhibits such an astounding level of incompetence and complete disregard for its customers.
Abdul Raaj
- Location
-
- Location
- Newark
- Reviewing
- Onestream
- Date
- 2022-01-17
- 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
- Newcastle upon Tyne
- Reviewing
- Onestream
- Date
- 2023-03-31
- Comments
-
Have had to call them repeatedly due to slow speeds and dropping connection, they keep promising discount on the next bill but never actually apply the discount.
Can't leave them soon enough.
- Location
-
- Location
- Newton-le-Willows
- Reviewing
- Onestream
- Date
- 2019-11-06
- Comments
-
Never write reviews for anything but this is terrible. Everything from the router, the connection, the customer service. Literally can not find one good thing to say about it. Please do not get this broadband
- Location
-
- Location
- Norfolk
- Reviewing
- Onestream
- Date
- 2022-07-16
- Comments
-
Where to begin, an awful 18months with continuous connectivity problems, firstly the internet provided drops in and out frequently, the range is awful, doesn't even make it to my back garden. The bills even though contracted to a certain amount were inflamed due to them adding on 'services' such as an engineer maintenence for £5 odd a month and a further £9 a month as quote from customer services 'the government made everything more expensive so we' be increased your dd as a result' (I'm on a fixed term contract which is a break of the contract in itself. I'm still trying to claw these extra expenses back since iv not agreed, asked or took out any of them. A complete nightmare which has cost double to what a main stream provider with better services would have. Lesson learnt
- 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
- Norfolk
- Reviewing
- Onestream
- Date
- 2023-04-02
- Comments
-
Same issues as many other people. Wifi in the house, pathetic. Drops out all the time. Can't watch catch up. Phoned many times and followed instructions. Now told, nothing else to do but buy a mesh system. So more expense to prop up their poor performance. To cap it all, now been charged for the McAfee which was told at the beginning it would not be charged for. Totally regret gong to Onestream. Big bad mistake.
- 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
-
- Location
- North east
- Reviewing
- Onestream
- Date
- 2022-06-01
- Comments
-
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
-
- Location
- North Lancs
- Reviewing
- Onestream
- Date
- 2019-04-07
- Comments
-
Promised 42Mb/s when ordered. Only getting half that. Must do better Onestream!!!
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-01
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- Location
-
- Location
- North petherton
- Reviewing
- Onestream
- Date
- 2023-06-03
- Comments
-
I had to wait three weeks for a engineer to come out to fixed the problem with my line and I was promised to get it fixed withing 48 hours can't wait to leave
- 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
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.