445 Customer Reviews over 12 pages
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- Location
- Stockton On Tees
- Reviewing
- Onestream
- Date
- 2020-11-25
- Comments
-
I am a doctor, on a DD, who has been disconnected twice during the pandemic which has meant I've struggled to make my e-consultations due to faults with OneStream! I'd recommend you avoid them - it's not worth the hassle.
I have been cut off twice now, for not paying my bills. The first time, they haven't been able to figure out why my direct debit was cancelled (not by me). Second time, the DD has been taken from my account but not shown up on their system. Their phone lines aren't working. And their CS over chat have told me they have no record of payment of DD. I've sent them the proof of payment and await their back tracking.
I was told "you receive your bank statements so can tell if there is a payment issue" and frankly that was the last straw for me. When I have a DD setup, I don't expect to have to check it to see if payment has been taken or not. That's the whole point of the DD.
And to add insult, I've also been told there is a price rise which we told you about in June, mid contract, after getting special dispensation from Ofcom for it. I mean, absolutely ridiculous CS, ridiculous systems and frankly a ridiculous company I'd avoid at all costs.
- Location
-
- Location
- Stoke
- Reviewing
- Onestream
- Date
- 2022-12-07
- Comments
-
The bill went from £25 pm to ££33 pm with out notification
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Onestream
- Date
- 2020-06-03
- Comments
-
If I could score less than 1 I would do. I joined Onestream back in December 2019. Since then I have not been able to receive incoming calls. An Openreach engineer visited my house and told me that Onestream had not transferred my number from my previous provider. My emails are ignored and this morning it is impossible to connect with an online advisor. Customer service is useless. Avoid this provider at all costs.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-10-30
- Comments
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I ordered fibre service from OSB as we have a limited choice in this area and special deal was offered. Internet was fast but kept dropping and I had critical need for reliability. I had no responses from customer service by email or phone - just kept ringing unanswered - so we cancelled within 14 days guarantee. OSB took a DD anyway, when I disputed that they charged my credit card. again I disputed.
Very poor communication about service issues, but absolutely rabid about chasing payment. Now threatened with debt collectors and CCJ.
IMHO a company to avoid doing business with.
- Location
-
- Location
- Suffolk
- Reviewing
- Onestream
- Date
- 2022-11-30
- Comments
-
Absolutely shocking, I would like to call them a company but fraudsters is probably more fitting, these people will do everything to take your money and nothing to help there’s a reason why they’re cheap! Do not fall for it I did worse choice ever!
Even after the contract has ended they won’t let you leave and keep taking demanding money.
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2023-04-25
- Comments
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Truly horrendous! Particularly in the last year, multiple attempts to force you into added "extras" at additional costs. Forcing you to actively cancel them. No customer service at all. Have tried to contact them three times. Avoid !
- Location
-
- Location
- Surrey
- Reviewing
- Onestream
- Date
- 2022-09-02
- Comments
-
I have never wanted to give 0 stars more than right now. Honestly, my advice to anyone would be to spend the extra £3-£4 per month and choose a different provider. The service standard here is awful. I have had non-stop issues right from the start and speaking to anyone when there is an issue (which happens VERY often), is almost impossible unless you have 2 hours of your day to waste. Moving house? be prepared for an overly complicated and issue-filled broadband transfer as OneStream seem to be unable to simply disconnect in one location and reconnect in another. Even with your first installation, for some unknown reason it seems to take 2-3 weeks to have an engineer visit your property and connect your internet (which no matter what Onestream say, this does NOT happen with other companies). Cancelling your services, even when outside the minimum contract term is a never ending battle in itself. You have to jump through hoops speaking to several different teams who try to scare you with different charges (until you stand up for yourself and let them know that you are out of contract and cannot be charged for cancelling). After giving my 30 days notice to cancel, I then had my services disconnected 3 weeks early due to a 'communication error' between the cancellations and customer service department. Was then told that they cannot just 'reconnect' my internet and I would need to take out a new contract to get my internet back for the last 3 weeks but even then, it would take 3 weeks for someone to come and reconnect me... and then I would need to give 30 days notice to cancel again. All of this would happen after I had already moved out of the property?
Absolute mess of a company, I never write reviews (or ever listen to them) but believe me when i say the minor amount of money you save with their packages is nothing compared to the mountain of headache, stress and periods of just having no internet.
GO ELSEWHERE!
- 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
- Surrey
- Reviewing
- Onestream
- Date
- 2019-10-07
- Comments
-
Faultless transition from Vodafone but no communication via email wont answer the phone, the broadband is ok but the router is rubbish so terrible wifi now in the house, seems to have a password on the router so I cannot copy the profile and use a better one. To say the router is 'super duper' is a lie it's the cheapest one availible. Shame on you. Especially charging 9.99 for it probably cost less than that.
- 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
- 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
- SW19
- Reviewing
- Onestream
- Date
- 2021-04-21
- Comments
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Since switching to Onestream, have had very low speeds at 300 kpbs vs guaranteed 38 Mbps. Limited chat time until 17.30. Customer service insufficient. They have not provided a solution yet, other than offering that I pay another £39 for a better wirless router (which apparently is at a discounted price). Cannot recommend Onestream, go with an established provider.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-10-25
- Comments
-
Avoid..
I am not even a customer, I only enquired about their service but was told they would take £9.99 while they set things up, that would be refunded if they could not provide the service. Well they cannot provide the service but still have not refunded my money three weeks later. So glad I did not become a customer now.
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2020-02-07
- Comments
-
ABSOLUTELY DISGRACEFUL COMPANY - STEER CLEAR!!!!!
These scammers phoned my 84 year old father who suffers with dementia and is registered with tps so should never have been called in the first place, the contract was cancelled and now he is being sent letters threatening court action to recover money they claim is owed to them. The stress caused to my father after reading these letters has been awful.
I've sent numerous emails and thought this had been sorted and still it goes on.
Truly awful company
these people are the most disgusting people I have ever dealt with
after reading other reviews on this website I see this is how obviously they do business
- Location
-
- Location
- Swansea
- Reviewing
- Onestream
- Date
- 2021-03-02
- Comments
-
Pretty hopeless on all accounts as far as broadband provider goes. An intermittent service, no ability to talk to anybody apart from over live chat. When you do eventually get through on live chat they don't seem to be able to fix the problem, or just deny there is a problem. The router they provide as part of the service seems pretty hopeless too. All in all avoid like the plague!
- Location
-
- Location
- Takeley
- Reviewing
- Onestream
- Date
- 2020-01-22
- Comments
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Shocking and Diabolic. I can't believe a company like this is allowed to operate. I run a business and had no phone or broadband for over 8 days. Customer service is disgusting and have still heard nothing after complaining 2 months ago. Avoid at all costs!!
- Location
-
- Location
- Tameside
- Reviewing
- Onestream
- Date
- 2022-09-03
- Comments
-
Without internet for weeks. Then charged £10 more than the price, 2 weeks early, after being told I had a month free for the loss of service. Doesn't connect to all devices e.g. ring doorbell/smart lights. No responses by email. Call center is only open during working hours. Live chat function offline during opening hours. When online, no agent is available. Rubbish service, worst connection ever.
- Location
-
- Location
- Tamworth
- Reviewing
- Onestream
- Date
- 2022-08-09
- Location
-
- Location
- Telford
- Reviewing
- Onestream
- Date
- 2023-01-20
- Comments
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Thankfully cancelled prior to connection, ascending prices, no mention of the McAfee and other add ons. Despite insisting I cancel still kept getting progress emails etc then a router turned turned up. Told them to return to sender then a long expletive filled email as I was at the end of my tether. Avoid at all costs, the reviews are true!!
- Location
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- Location
- Telford,. Shropshire
- Reviewing
- Onestream
- Date
- 2021-04-30
- Comments
-
Utterly dire service. Like a similar reviewer we switched from sky as service was apparently cheaper yet faster- they mistakenly activated internet at my old address which was a fault they recognised themselves so we promptly got onto customer service who said they'd get it sorted in 14 days. I asked for an email to confirm what was said & they obliged. One month later no email, no internet and neither my partner (NHS employee) or myself can work from home. I should say I have been onto online customer service many times and their recommendations never work. Huge mistake, thoroughly regret trying to save a few pounds. Honestly, avoid them.
- Location
-
- 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
-
- Location
- Tn339ax
- Reviewing
- Onestream
- Date
- 2023-02-13
- Comments
-
Disgusting company defraudulent
Every complaint people are saying is and my experience with them
Once they are into your bank account they take what they like and make up charges as they go along
DO NOT USE THEM
- Location
-
- Location
- torbay
- Reviewing
- Onestream
- Date
- 2022-05-20
- Comments
-
Worst experience EVER. Half the download speed tested before they took over, condescending customer service and try to rob you with extras you haven't asked for (Kapersky) that YOU have to cancel. Terrible company
- Location
-
- Location
- Torrington
- Reviewing
- Onestream
- Date
- 2021-08-23
- Comments
-
Sometimes it’s not too bad but most of the time it’s unbelievably slow and unusable
- Location
-
- 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
- Tunbridge wells
- Reviewing
- Onestream
- Date
- 2023-04-07
- Comments
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Phoned them to cancel the mcafee security before the free trail ran out. The man on the phone was VERY pushy for me to keep it and wouldn't take no for answer. In the end I said just cancel it, I do not want it and he huffed and puffed and said OK I will put a note on your account. Thought that would be it..........oh no! The money came out of my account making me overdrawn and paying bank fees. Don't think they seem to realise people nowadays are living pay packet to pay packet amd don't have the extra money. Have only been with them 6 weeks and regretting it already. Also couldn't find anything on line to cancel the mcafee otherwise I would of done it that way rather than talking to someone who made me feel bad for not having the extra money to pay for something I don't want.
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2021-05-10
- Comments
-
The fact that the company charge £10 for a late payment, which I've attempted to resolve the same day I received the text notification, is poor form. A fine of this type only serves to punish further customers who are likely already struggling financially, and there are apparently no grounds for appeal. I know this is a typical aggravated customer catchphrase but this, for me, is enough to mean that I'll be leaving Onestream as soon as I'm out of contract, and I'll be spreading reviews to ensure other potential customers know about this slithery policy. This is absolutely not the time or the climate to be issuing fines; people are struggling, and the higher-ups in this company don't have an ounce of humanity between the lot of them, it seems. The shareholders and CEOs might walk past a £10 note in the street but for me and a lot of customers, that's shopping for the week, or public transport for a few days. I'm incredibly disappointed, and quite hurt.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2023-08-08
- Comments
-
Started with £18 a month and didnt realise they were charging me £27 a month.It took me atleast an hour just to get on the phone with them.Really bad customer service.They said I had to pay £120 just to move home and i can not continue with my old contract therefore i have to get a new one.
AVOID AT ALL COST
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2023-08-09
- Comments
-
Based on my own experience I cannot recommend doing business with this Company at all. I was fully paid up until midnight on 31 July 2023 at which point my Broadband arrangement with Onestream was due to end.In plenty of time, I had earlier advised Onestream that I would not be wanting any further Broadband from them beyond Monday 31 July 2023 due to an extended trip overseas. Onestream did not like that at all and, in a fit of pique and without any prior notification, they unilaterally decided to cut-off my Broadband connection at the end of Sunday 23 July 2023.Not only did they not reinstate my Broadband connection at any time between 24 July and 31 July 2023, they have also not refunded me for the money that I had previously paid to them for that particular period.Such petulant behaviour on the part of Onestream speaks volumes about the sort of Company they are. In my opinion, not only is their behaviour immoral and unethical, it also illegal to extract full payment from a customer then not provide a full Broadband service for the complete month and also fail to reimburse the Customer for the period in question ie. their behaviour is that of an Organised Crime Gang - this was not an administrative error on their part, it was knowing, deliberate and intentional - they knew exactly what they were doing. It follows that one should think long and hard before entering into any Contract with this Company. Based on my experience and my perception, it seems to me that it is yet another Broadband company which, if it were possible to shake hands with them, you would have to count your fingers afterwards.
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2024-01-06
- Comments
-
SLOW! Disgusting scum deleting reviews on trust pilot to create a fake score of 3/5 stars everywhere else its 1 star. They are a marketing company posing as an internet company destroying internet all over the uk. NEVER BUY! They also having been stealing peoples email data gas lighting the lot.
- Location
-
- Location
- UK
- Reviewing
- Onestream
- Date
- 2021-10-14
- Comments
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New customer and they refuse to help. I barely have internet in any room apart from the one its connected in (and it's a tiny house!) and one room with no connection at all. No help whatsoever was just told I can buy a new router which I will be charged a ridiculous amount for. Haven't even had this internet a month yet. Regret going with them. AVOID!!
- 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
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- Location
- Uk
- Reviewing
- Onestream
- Date
- 2024-04-13
- Comments
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Spoke with Alex, problem was delt with quickly and professionally.
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-09-28
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2021-06-08
- Comments
-
Awful internet service AVOID
- Location
-
- Location
- Uk
- Reviewing
- Onestream
- Date
- 2022-08-15
- Comments
-
Save yourself from misery and choose someone else. They charged me for an extortionate package i never been agreed. I asked for the record of the conservation where i said i said yes but never got an answer. The connection is the slowest and worse i never had. The tech team ask me to run tests and buy extra booster and move the router and all the excuses they have but the connection is still crap, plus if I was an expert i wouldn't ask for help. I am stepping forward and officially complaining with ombudusmam. After that, i will pass to my lawyer. This time I won't let it go, they are so arrogant and unprofessional and extremely bad working practices. Be smart, don't be a fool like me, don't pick onestream.
- Location
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- Location
- wakefield
- Reviewing
- Onestream
- Date
- 2022-10-26
- Comments
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Scam company...charge 29.95 for Kaspersky antivirus without telling you...will not refund
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2020-06-23
- Comments
-
We went from a working internet line from another company on Wednesday to a non-working one from OneStream on Thursday, and now it’s Monday and still no internet access – it’s not going well!
I had been advised to do the changeover not on Friday but a day earlier, in case there were problems as I couldn’t ring over the weekend to sort out any problems.
Maybe this ought to have given warning bells! No support at the weekend!
Hulya Okudan was great when signing up - really helpful and answered all my questions, including about the bad reviews on this site. I naiively thought all would be ok.
But then I signed up and everything fell apart. One they had the contract, I’m not sure how much they cared.
We were told the internet would be off for a few hours. We still haven't got any internet a 4 days later, causing a lot of disruptions and extra costs as I had to buy data instead. No offer of compensation. That would have eased the blow.
If this wasn't bad enough, we couldn’t contact anyone about it!
Phone calls: Turns out, that we couldn’t call, even on a Thursday or Friday for assistance! They were not taking calls (ok this may be due to the situation but we were in the same situation when I signed up and we weren’t warned about this). They have a mailbox for elderly and vulnerable customers – but the mail box was full. So that shows how much they care about that! It is not hard to re-route numbers to personal phone lines if they wanted but seems that they are not bothered.
Live chat: The phone line, website all said to do this. This has not been working at all even on the 4G we luckily have.
E-mails: No response for hours/days depending. One response from the complaints department was to use the online live chat which we had said in the e-mail that it wasn’t working (!).
When we did finally get a phone call in response to lots of e-mails, the guy who tried to help us was really great. So helpful and friendly. But although he did a lot, there was only so much he could do, and it has been raised to the technical stage which takes a long time. (After a lot of emails we finally found the reason why - it is with an external supplier vodaphone so had to wait for them too)
As with a lot of people, work and food supply is online so this is not great.
It really has caused so much problems already.
Maybe they will start caring about current customers (rather than just potential customers) more in the future, but I would really suggest avoiding if you rely on the internet for anything. This was for the fibre option. I saw all the complaints and wondered if it related to just normal broadband. I saw the complements, and yes the staff we have spoken to have been great, especially on sign up, but the overall service for us once signed up has been appalling. I also noted the comments where OneStream has offered a competition to get free broadband for a 6 months if leaving positive comments. This could explain the positive comments. The warning signs are all there, sigh.
We are within the 14 day cooling off period so I think we are going to change supplier I think. Just for piece of mind in case a fault happens again as their service is so dire. Another company would have sorted this out much quicker, and we would have been able to phone them. Our previous company is not perfect, but was better than these!
The guaranteed speed isn’t all that much better than our previous broadband anyway for the cheap option, so worth considering whether it is worth paying a little more for better speeds and a better company. If you don’t rely on internet if you don’t mind that they do make mess-ups in the payments (as they have done) so you have to keep an eye on that - maybe onestream will be ok for you. I really don't think they are for us!
UPDATE:
We have internet!! Amazing - 4-5 days with nothing and now we have. But!!! It's below (8.25) the minimum guaranteed speed (only 10!) We are paying more for less. Expected is 15-20 they say. Lower your expectations I say.
Have e-mailed to confirm that we will get a refund and can pass to another company without penalty.
UPDATE: It gets worse! On complaint of the low sppeds, was told the minimum speed guaranteed for wired connection only! Not wireless! Where does it say that? #Duped They ignored the question about my refund (!). So I've asked it again. Not expecting much.
A couple of the staff lower down the pecking order were quite good - higher up? Nope. That plus lack of being able to contact them efficiently = low scores all round.
- Location
-
- Location
- Wales
- Reviewing
- Onestream
- Date
- 2023-03-01
- Comments
-
Avoid. Don’t fall for the cheap price. Is horrible try to contact them. No effort to care for the customer, they only care to take your money monthly. They have an “Early termination fee” they don’t establish in their welcome email. You cannot know how much is it so they can put the prices up as much as they want. This is ilegal and they don’t inform the customer. Scammers! Don’t use them!!
- 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
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