Octaplus: Internet | Phone | TV Bewertungen 

Shite.
One of those companies who says they provide xxx and then disappear once you sign up. Their speeds are down and when there is an outage you can wait for an hour plus on an endless loop of “hang tight, your time is important to us and we’ll be with you shortly”. With no info about wait times,
Leaving your number for a call, placed in a queue.

Use someone else!

Complete dereliction of duty.
Negotiated a new contract in Feb 26 and a month later got an email from them saying they were migrating us to The One Broadband and everything should be the same except the company we pay our bills to, & all existing contracts would be honoured.
My direct debits and invoices were changed to the one within days of this email and I payed 3 payments to The One Broadband to date.
I started receiving emails from Octaplus saying I needed to sign a new contract at £5.50 more than my existing contract or they’d cut me off. Rang Octaplus as you can’t speak to anyone at The One and they said The One should honour my contract and they’d escalate it to a supervisor. Over a week later I was cut off after receiving no response. I rang back and was temporarily reconnected and was told to email The One with my contract and they should sort the migration but I said I’d never been sent my contract. Again I was told they’d investigate and message me but this never happened so I had to chase. Finally I received a copy of my contract and emailed it to The One who refused to honour it as they say it took place during the migration period. I went back to Octaplus daily to sort this issue on my behalf. The best they came back with was to take out the more expensive contract with The One and they would pay the difference. I refused this because of the inconvenience & they are in breach of contract and if I wanted to leave the contract early I would have to pay off all the remaining months so I was not happy for them to only pay the difference. Again it was escalated to a manager who never responded. I was them disconnected permanently, now nearly a week ago and The One won’t give me service and Octaplus didn’t do anything to resolve this. My preference was to continue on my contract with either The One or Octaplus but if not I need to be paid off for the contract as I would be expected to do.
I spent the last week or so ringing daily and being fobbed off with empty promises until Friday when the really rude advisor told me they had ceased trading and I needed to speak to The One to sort and then he cut me off as their is other callers on the line.
This company is in breach of my contract and I’m sure many others. WHY ARE NO REGULATORS HOLDING THEM TO ACCOUNT FOR THIS DERELICTION OF DUTY.
I now have had no broadband for 5 days while my son is sitting his GCSE’s.
The CEO should be ashamed of himself and his team for the epic failure of all their customers and for the whole management structure at Octaplus’s complete invisibility during this process. It is now clear to me that they were just running the clock down till they ceased trading and there has been no care for either their customers or Staff. The CEO should never be allowed to practice in business again.

Update: on posting the review Octaplus had the cheek to appeal my review as it contained the name of the CEO but the can’t and won’t answer the phone to me anymore rather they left me on hold for 42 mins and then cut me off and I have received no response ever from the back office and management teams regarding my issues. HOW DARE THEY. Look after your customers and honour your contracts and you wouldn’t get negative reviews.

DISAPPOINTED & DISGUSTED!
I have been waiting fur AN HOUR to send a document from
my iPhone to my MAC. NOTHING has arrived …. We have no internet connection YET AGAIN!
“OCTAPLUS” were very good but since “THE ONE” has taken over, the connection & service is PATHETIC!
Angela Turner

The service has been extremely poor and remains unresolved after several weeks.

I have been unable to access my broadband account and have received no response to repeated attempts to contact support. I have emailed both support at octaplus
and support at theonebroadband
on multiple occasions and have not received any reply. It has now been over 16 days with no response whatsoever.

When calling, the phone linefor the one theonebroadband it goes to voicemail and no one returns calls, despite multiple attempts to get in touch.

There also appears to be a lack of clarity regarding account ownership following a transfer between providers, which has left me unable to confirm billing, manage my service, or access basic account information.

Despite repeated attempts to resolve this over an extended period, I have received no update, no acknowledgement of my complaint and no resolution.

As a result, I am now escalating the issue through formal dispute resolution channels. Based on my experience, I would not recommend this provider

I was with Octaplus for 18 months paying by direct debit, when I checked my online bank statement I saw a payment for £22.00 although I recognised the amount I didn't recognise the name 'TheOne' as I am sure many people like me would cancel the payment and cancel the DD. I contacted Octaplus and got the reply with [##33227##] Your ticket has been created. I found out later that Octaplus were transitioning with 'TheOne'
I told them I wasn't aware of this and told them I had cancelled the DD and blocked 'TheOne' I had phone calls about this situation and was informed that my internet had been cancelled and my router turned off! More emails and phone calls later plus ticket numbers I was told my internet would be switched on. Never happened so I unplugged my router and found another provider. Be aware of both these providers they have no concept of peoples needs and really don't care less! Take the L out of Octaplus and throw to the sea!!

Service and customer experience had been really good. Now they've offloaded me to a rubbish company and done a poor job of the handover. Leaving me without home internet.

Great service until the end.

I had good, fast, reliable (except a few minor issues) internet from this company.

The price was amazing.

However what let them down was how they handled my cancellation.

They did not abide by their 30-day notice, resulting in me and my family being left without internet for our final month here. What made it even worse was I had just paid for the final month up front.

Waiting to hear back from them on Tuesday…

Amazing company, was very easy to renew my contract. Love the service always keeping me up to date

The biggest broadband rip off ever.
Been paying for 1gig up 1 gig down
I am hard wired and the best speed I ever had was 95mb.
USE THIS BROADBAND PROVIDER AT YOUR OWN PERIL.
Couldn't even play on xbox or watch a full film without it dropping out and buffering is mental.
RIP OFF BRITON & WHICH needs to be investigating this provider.
Bad customer service. Wanted to charge me to send out an engineer even after sending proof 5 times of broadband speed tests from 3 different tests company.
Again BUYERS BEWARE.

My service didnt drop out in a full year, and the cancellation process was quibble free

Really easy to change from Basic £150 - up to £25 pm from £22 pm on automatic renewal, to 900 Mbps plan 12 month contract on special offer of £25 pm - no brainer!

Website really easy to use.

Very good service and the staff are very friendly and helpful ☺️

A cautionary tale. I have been with Virgin media for 25 years, their product is good but communication is awful. I have finally made my mind up to leave, looking for a new company that provides fast broadband. I came across Octaplus internet providers. Over 3 days I have attempted to communicate with them, You ring them, eventually it gives you the encouraging message, "we a currently busy, however leave your number and we will call back" so far, I have done this on three consecutive days, result no call back. I have raised an email to them, they even gave me a ticket number for my issue. Guess what, that was the end of it. My view, if this is how they treat people attempting to buy their services, think how they respond if you have an issue. To be fair, their communications make Virgin Media look professional. I have now given up on this outfit.

Worst internet provider ever. They offered me 900 Mbps broadband but delivered only 150 Mbps. I called OctaPlus numerous times explaining multiple times that my speed is usually less than 100 Mbps. They then told me, “We see you have 150 Mbps, and we switched you to 900 Mbps, but CityFibre can’t provide the full speed."

I asked if I could pay a different price for slower internet, but they said no. Then I asked how to leave OctaPlus, and they told me to email to cancellations team
, which I did. A couple of days later, I received confirmation that my broadband would be ceased which was six weeks ago.

Now, I can’t find any solution. All new providers like Vodafone and TOOB can’t switch me to their broadband because OctaPlus keeps me “locked in” with them. Avoid this company like the plague. It’s one-way: if you join, you’ll be stuck, unable to get good speed, a fair price, or switch providers. Absolutely ridiculous. I hope they go bankrupt ASAP.

AVOID

Since joining i have had nothing but issues. I have been sent three different routers because my sky mini box interferes with Internet connection. I switched Internet providers to play my PS5 online this is impossible. You can never get through to the tech team and when you do get through you are promised phone calls back which never happen. I have had a complaint logged since the 7th January and even that has not been acknowledged. Happy to take your money but customer service is shocking.

Internet speed was great when i first joined, i renewed under a new offer, they attempted to charge me the old rate and the new rate.
They also booked city fiber to come and upgrade my port without any communication to me, they also failed to send the new hub, leaving me without Internet. When the new hub arrived the tech support never answered the phone like they said, i was on hold for over an hour, they then called me back 2days later.
As of today I've had my Wifi cut and yet again no one is answering the phone line

Terrible experience with Octaplus. First of all they don't respond to the calls. Their ticketing system is efficiently create ticket number but staff got no time to work on those tickets. Since around a month, I have been calling and sending emails to talk about the renewal of my account and have few questions about the telephone line but no call are getting attended after a long hold and nor emails are getting response. So this is the current situation.

And at the time of signing the contract I clearly mentioned that I need minimum 150Mbps download speed to feed my stuff but never got that download speed. I have been haggling with them throughout my contract time.
It looks like they need robots to serve their customers professionally. But no doubt they love your money and take full payment out of your account on time without hesitation.

After struggling with connectivity for the first week or so, the service has been faultless unlike our previous provider.
Well done!

Spoke to the same guy twice in one day in regards to moving my broadband and having it installed ASAP due to sons disability and needing it for communication aids to then get told he can not do anything then just hangs up