Onestream Reviews 

STAY AWAY.

Just try to leave when your contract is finished, most hardest company I have ever had to deal with, so many hidden fees.

They will scaremonger you by email non stop, threatening extra payments and tell you dam right lies.

Became homeless as a result of having to give up my job. Onestream tried to give us a termination fee, far exceeding the cost of paying it monthly.

We decided to keep paying. 10 months in, someone else moves into the property and has a different provider. It is 12 days before the 11 month mark where we can give 30 days notice. They want to charge us £199 instead of £25 for the month and allowing us to cancel then, as the new tenants have changed data provider.

Avoid this data provider at all costs. Likely taking them to court.

Wouldn’t bother with this company
Slow internet for several days. Have tried live chat and calling still haven’t managed to speak to anyone at customer services. So paying for a service that they aren’t providing.
Absolutely useless company.

Absolutely shocking service, had no internet for over a week & cant get through to anyone at customer/tech services !!!

NK was very helpful and fixed the internet issue I had.

Cuckoo transferred my contract to onestream in may, and since then it's been a total disaster. The speed dropped to below my guaranteed minimum and I couldn't get hold of anyone to help me. I tried calling, emailing, live chat and nothing worked.I've spent hours on the phone on hold and sent emails that have been ignored.
In the end I cancelled them. Advise you stay well clear.

I wouldn’t even give this company one star if it was possible I joined as a new customer 5th August went live on 19 th August but couldn’t use the service as my router did not arrive and still hasn’t. So I cancelled within my cooling of period and called my old provider to put me back on. Well onestream had blocked my line dropped it down to 35mbps and so that’s all my new provider could supply me with I’ve now gotta wait till I’m live on sept 4th with new provider and in the meantime I have no internet whatsoever. So avoid this company like the plague Stephen McGrath

I’ve been with OneStream for 18 months and the service has become unusable. Most days the broadband keeps dropping, and at least once a week we have no service at all – sometimes for hours, occasionally most of the day.
An Openreach engineer visited and said there was a line fault, which they claimed was fixed. The problem has continued exactly as before, with frequent dropouts and complete loss of service.
When I try to get help, customer service is effectively unreachable. I’ve been on hold for hours trying to speak to anyone, and the live chat bot just tries to upsell me even when I explain I have no internet at all. It feels like there is no real support once you’re a customer.
This level of reliability and support is unacceptable for a paid broadband service. I cannot recommend OneStream until they fix the underlying line issues and provide actual, accessible customer support.

OneStream installed full fibre in our home but somehow failed to dispatch a router, despite assuring us that it would be sent in advance and that there would be no interruption to our service.

I have repeatedly been promised updates and call-backs via online chat and email, possibly by bots, but none have materialised. It is now day four, and I still have no router and no internet connection.

This has had a significant impact on my household. I can't keep staying at home waiting for a router that never arrives. We have been unable to work from home. I've had to walk 20 minutes to the local library to work, and we have been unable to complete other important tasks online, watch streaming TV, contact family on WhatsApp, or use the many connected gadgets and devices that rely on an internet connection. We've also used up a significant amount of mobile data. My partner and children (unfortunately, it's the school holidays) have also been affected and understandably blame me, as I initially assured them there would be no disruption to our service and that Onestream would send the router within 24/48 hours as they assured me.

I have now contacted OneStream six times - via online chat, email, and telephone - in a vain attempt to resolve the issue. This has taken a considerable amount of time, with most responses feeling automated. When I initially spoke to a customer service representative, I received an apology but, ultimately, no meaningful assistance as has been proven. I was told that the router would arrive within 24–48 hours to my London address. It is now four days later, and there is still no router - this is ridiculous.

This entire situation was caused by OneStream's mistake, which they refuse to correct, and communication has been poor throughout, and they have consistently failed to deliver on their promises.

This is not the first time I have experienced problems with OneStream. On previous occasions, I have been overcharged, and one customer service representative I spoke to was rude and dismissive.

OneStream have no problem taking my money, but when it comes to delivering the service they promised and putting things right after their own error, they have completely failed.

Our ongoing experience has been stressful, frustrating, and deeply disappointing. We are now missing important deadlines, and while perhaps the only positive is that our children are spending less time on their tablets, this hardly makes up for the inconvenience OneStream have caused. It is now the fourth day since we were promised that a router would arrive within 24–48 hours, yet the issue still remains unresolved. My ten year old son jokingly said that Onestream must have run out of routers, which feels to be the case.

As a result, we feel compelled to give OneStream an overall one-star rating. Based on our experience, I cannot recommend OneStream and regret choosing them over other broadband providers.

Have been with one stream for 2 years. My WiFi has now been out for 4/5 days. I have called and spoken to support teams several times. Each day they tell me the same thing - technical team is working on it and to wait 24hrs. They have offered no compensation, nor have they offered to send someone out to physically fix the issue. Unfortunately, I’m tied into a contract. Once that is up, I’ll be leaving and taking my custom elsewhere.

UPDATE: 6th July
The provider has still not resolved my WiFi issue, but it happy to charge me for it.

I wanted to let you know about my experience with Onestream Broadband before you decide to sign up with them. I would strongly encourage you to consider other providers, as my experience has been disappointing from both a service and customer service perspective.

Here are the main issues I encountered:

1) Consistently slow internet speeds compared with what was advertised and what I expected.

2) Monthly router rental charges. Most broadband providers supply a router free of charge, but Onestream charged a monthly rental fee and expect you to return it as well.

3) Very expensive renewal prices. Once your initial contract ends, the renewal prices increase significantly. Loyalty does not appear to be rewarded.

4) Better deals for new customers. While existing customers are offered expensive renewal rates, new customers receive heavily discounted prices for exactly the same service.

5) Attempted charges after cancellation. Even after I cancelled my contract before it ended, I was still presented with charges beyond my cancellation date. Although they later suggested some charges might be refunded, they could not clearly explain what I was actually being billed for.

6) Poor customer support. When I asked for a detailed explanation of the charges on my account, the support agent repeatedly avoided answering the question and eventually ended the chat without providing the information I requested.

7) Difficulty obtaining evidence. Their online chat system does not allow customers to email themselves a copy of the conversation, making it difficult to keep evidence of what was discussed if there is a dispute later.

8) And even if you cancel 1 day earlier than contract date, be prepared for an early termination fee of £241 !

Overall, I found the whole experience frustrating. Instead of feeling valued as a customer, I felt that the company relied on confusing billing, expensive renewals, and poor communication.

I wanted to warn you so that you can make an informed decision. There are many broadband providers that offer competitive prices, free routers, better customer service, and much more transparent billing. I would recommend comparing those options before committing to Onestream.

Service seems to be okay in terms of connection but the speeds are never quite as promised, which is disappointing.

Additionally, they make it hard for you to cancel your service. I canceled in May and was billed in June for usage which I did not have.

They also tried saying that a switch request was raised by new tenants when there were not new tenants in the flat (we were still renting but had moved into a new house we bought so there was some overlap).

This company and the staff are helpful when it benefits them but will willingly skirt around any real issues you may have.

AVOID at all costs.

Joined onestream, and I have had service for 15 days now. I have been told by email they guarantee 29mbps. I have been monitoring it, and I get 18-26mbps. Adviser has stated I get normal, what they say is 32mbps. So what am I doing wrong? It's in black and white! I can't connect and play xbox or ps5. Currently changing suppliers. They sent email stating, you will incur £530 charge if you leave. Currently going to ofcom and ombudsman. My advice to you, don't use them. They even told me not to use WiFi, connect everything by ethernet cable. Conversation all screenshot, and complaints on way!!!

The call taker Blake was very accommodating I could not recommend enough!!

Worst experience ever with a broadband company don’t trust a word they say. Portal is a joke. They are more than useless. ABO “anyone but OneStream” is definitely my advice.

Have been with them a year .our area has bad internet signal but onestream have been really helpful and havent had anything to complain about

Been with them 4 years. Was fine initially. Easy phone calls to UK call service. Now they’ve joined the bandwagon and we try to speak to a foreign one. They take hours to answer but tell you to use live chat. This also takes hours. Trying to cancel contract for when it ends they don’t like it! It’s taken more than a week. Now they want the router returned but the t&c’s say only when cancelled before contract end. Somebody has misinterpreted I believe . I’m at the end of my tether nobody to contact email never answered complaint not given accurate procedure . Disgusting

Inconsistent broadband so I need to switch providers. I have just three months left on my contact. I appreciate I owe the outstanding 3 x £28. I am now told that on top of this I have to pay £275 cancellation fee!!!!!! I’m trapped and extremely hacked off. Cannot recommend this company at all