Onestream

FAQ

Reviews

• 

  Amanda E

  The reviews do not lie - Onestream are the absolute WORSE internet company to deal with and their customer service is appalling. This is the first company I've come across that do not have a cooling off period for existing customers when renewing a contract. In attempt for them to retain us, they lowered our contract bill and during the same week, we had no internet for 5 days and their telephone customer service was disconnected during that period. When finally able to get through to them, a customer service advisor implied that the fault was on our side as opposed to technical issues on their side. We were advised us to detail our complaints by email and after no response or acknowledgement of receipt after two weeks, we followed up for a response and received an automated email response advising that the inbox was no longer monitored and we were required to call to complain. USELESS. Our contract was not amended and we were charged the previous amount prior to renewal on the first month. This error was not rectified in the following bill after contacting customer service. If I could give 0 stars, I would. AVOID this company at all costs.. it's not worth the hassle to deal with customer service advisors that lack training.

  28-05-2023
• 

  Dmitry Prybylnov

  I wait for 2 hours to discuss my new contract, after the discussion contract was canceled, but I receive a service engineer appointment and a router. Can't contact them anyhow. Be careful before agreeing to the contract.

  26-05-2023
• 

  Cam Webby

  26-05-2023
• 

  Thomas S

  BEWARE DO NOT TAKE THIS ONE. Customer service zero stars...they wont let you leave..

  26-05-2023
• 

  Sachin Weerasinghe

  This is the worst broadband company you could have. They add subscriptions services like McAfee which you never wanted and charge you for it. Then they over charge your normal monthly payments. Once you contact them they correct the issue and apologise for overcharging you and say they will refund the extra amount they charged in the next monthly bill. But nope. Just received this months bill and no funds have been refunded. This is a scam company ready to pocket any amount of money they could get hold of. Please stay away

  25-05-2023
• 

  George

  Atrocious customer service. Inaccessible call centre. Over-charged me throughout the service and threatened me with default notices. I cannot advise against using them enough!

  25-05-2023
• 

  jodie lynn

  Gave notice to quit as transfer to another company back in feb, they then charged me double my usual monthly cost and said this was because I was out of contract and this would be new amount unless I took a 2yr contract. Explained I have given my notice to quit and that they had also been informed by new providers which they denied and man on phone was rude and aggressive. They continue to block my line so can not start with new provider and are now taking unauthorized payments from my account including 2 payments in less than a week amounting to over £110! Have a called numerous with no success and now looking at legal action

  24-05-2023
• 

  Alan C (AlanC-LAUK)

  Before you go any further google subscription trap so you can understand what these people are about. I sincerely regret moving my broadband to them, service poor unprofessional in every way

  24-05-2023
• 

  Tilly Curtis

  Do not go with these just because they are cheap - go with a different company!!! If i could give 0 stars I would. Lots of undisclosed charges and contracted to a 12 month contract, tried ringing 4 times and on hold hold for 2 hours. Live chat is only available Saturday meaning it is impossible to speak to anyone. Dodgy when a company makes it impossible to contact them. Bill increased with no reasoning or written confirmation, then after ringing and ringing and ringing to try and cancel, charged £50 out the blue! then when finally got through they said that it was due to inflation, since when did inflation rise by 200%? also said that I should have got in contact with them. Absolute joke. Not only is customer service awful but so is the internet, always dropped out when working from home so had to hotspot off my phone and wouldn't connect to the smart TV because the signal was too weak. I want my money back!!!

  24-05-2023
• 

  Buildfromscratch

  Inertia selling is a cause for concern. OneStream seem to be a reasonably reliable broadband provider however, despite being asked not to apply their 'assured' care package at the cost of £4 / month approximately this has been added and billed for. Despite emailing them repeatedly to ask that this is removed and charges are refunded no refund has been received. Very difficult to reach via email. There's a dedicated executives office inbox for complaints however this is not responded to. Emailed several contacts at OneStream with reference to this unauthorised charge and no one's replied. Reported the Inertia selling to Ofcom. Appalled that no one's replying at OneSteam. They hard sell over the phone, their 'care' package is categorically refused and, despite this, they snuck this in behind the scenes and seemingly just won't remove this element of their FTTC broadband package. Shoddy sales practice, absolutely shoddy. Inboxes that used to be monitored including 'executive' and 'billing' are now no longer monitored mailboxes. Convenient (for OneStream) considering the one and only complaint acknowledgement received from them whereby they offered to remove the 'care' package and reimburse the unauthorised charges cannot be replied to. Even emailed OneStream CEO and Vodafone CEO as OneStream are understood to be offering FTTC in conjunction with Vodafone (Vodafone is in the username that OneStream provice). No reply received whatsoever from OneStream CEO. Email did not bounce back as undeliverable. Reply received from Vodafone concluded 'take up the complaint with OneStream'. Direct Debit cancellation needed by the sound of things. Avoid, Avoid, Avoid (OneStream).

  23-05-2023