“I am livid with this company. I checked my bank account to find that they had withdrawn £34.95 for McAfee, which I never ordered or requested. Upon contacting customer services I was told that it was in my contract and that I had been sent an email advising me of this payment. The operator was unwilling to pass me to a manager or supervisor and said I would have to email their complaints department instead.
I checked my emails and there was only one mention of McAfee, which gave you one free month's usage, and that they would send you an email with a link to download and activate McAfee.
Having run a search for Onestream in my emails, there was no email with a McAfee link in it. McAfee was neither downloaded, activated, or used by me, yet they believe it is OK to charge me for it.”
“If you're looking for an internet connection that doesn't need to be particularly stable, such as casually browsing social media or sending the odd email, you're probably fine with OneStream. But if you want to connect to Teams or other video conferencing platform, think again. And if you raise issues with them, expect to wait eight weeks for them to fully investigate the issue, or you will be charged the remaining contract amount as an Early Termination Fee.
My internet connection has been intermittently dropping, several times per hour, since the 2nd September. I work as an online counsellor, and remotely for a university. I have been unable to work without hotspotting from my phone's 4G/5G connection during video conferencing calls, and have experienced multiple interruptions to streaming services on Amazon Fire due to the unreliable and hugely unstable connection provided by OneStream.
Despite having "resolved" the technical issues three times (but without any details about what these fixes entailed), I requested my services be cancelled without an early termination fee. They declined, threw Ofcom's legislation at me that they should be allowed eight weeks to fully investigate, during which time I am still fully liable for paying for the unusable connection. I will only get any money back for "total loss", which has not been the main issue.
Having also told OneStream that this has affected my income and reputation, I was told that OneStream are a "residential broadband supplier" and do not therefore offer, nor are legally held to offer, any compensation. But they'll keep charging me.
They have also been told that my working family is on Universal Credit, Carers Allowance and has a disabled child on the highest rate of support due to their complex needs. This has had no impact on their response. They appear to be very happy to continue this farce, apologising only for my "feeling this way" about their service, reiterating that "Onestream wants the best for our customers which is why we would like to get this resolved for you".
Avoid this company like the plague if you want any sort of assurance that any (inevitable) problems get sorted quickly and satisfactorily.”
“I used this company for broadband between 2023 - 2024 which I needed at my deceased mothers empty house for the security cameras. Over the phone I accepted a £25pcm fixed rate one year contract, but all the monthly payments were more. It actually started at £26+pcm then after a couple of months it went up to over £30+pcm and eventually at the end of the contract it went up to £40+pcm. So I went to cancel the contract and was told that because I haven't given them 30 days notice, I would have to pay another for another month. On top of that, they insisted that I send the router back to them at my cost! Which I did, but because it was after the 14 days (apparently stated in their contract) I was charged a further £29.95. Having tried to discuss various issues with them by phone, when you eventually get through to someone (and they either don't like what you are saying - or they don't know how to respond), they simply cut the call! The broadband worked OK 90% of the time, but the customer service and attitude is the worst I've ever experienced. Avoid this company at all costs!!!”
“On paper it looks like you’re saving £5 a month with Onestream, but what they don’t mention is:
- stealth charges through unwanted opt-out subscriptions
- the monthly price changing during your contract
- they will charge you a raised price after your contract ends without notifying you
- they will charge you a huge fee if you don’t return the router without notifying you.
It also took me many attempts to finally get through to their customer service to cancel my subscription, and when I did that they neglected to mention I should send the router back to them. Now, I no longer even live in the same city as that router. How convenient for them.
Scummy company, steer well clear”
“I am writing this public review to warn others about the incredibly negative experience I have had with OneStream since connecting to their internet service in March. If you value your peace of mind, I strongly advise you to never become a customer of this company.
The first and most pressing issue arose when they installed the internet cable over my neighbors' doorway. They did not consult me about the routing, which has led to significant problems. My neighbors were unhappy and cut the cable. Now, OneStream claims I owe them £199 for the repair. To reiterate: they chose the route without my consent, and my neighbor, not I, cut the cable. Why should I be responsible for this cost? According to OneStream, their contractor Openreach sets the fee. But surely you understand the situation and can show some flexibility given the circumstances? Clearly, they have made no effort to do so, and for the past week, I have been paying for an internet service that I do not have.
Secondly, there are ongoing issues with communication between OneStream and their contractor, Openreach. I received a £200 fine from OneStream, supposedly because I was not home on the day of the engineer's visit. This is absolute nonsense. The engineer came and stated he could not install the cable due to the complexity of the site. He then said he would escalate my address to Openreach to send two engineers. I waited over a week for them to assign a new team. This is confirmed by my correspondence and phone calls. Yet, OneStream audaciously decided to charge me regardless. They claim Openreach does not respond to them. Well, that’s your problem, OneStream! It’s not my fault you can't manage proper communication with your own contractor.
Lastly, when you sign up with OneStream, they automatically enroll you in a subscription to McAfee antivirus, which costs £34 per month and is utterly useless. You won't even know you are subscribed since the emails go to spam, and then they deduct the money from your account. OneStream claims they cannot help with this issue.
Burn in hell, OneStream. In less than half a year, you have made me sincerely despise you.”
“WARNING!!! Dont be fooled by there low pices online. Signed up for fibre 1000 costing £37.90/Month BUT!!!! not stating that you will be billed 2 months and 2 weeks costing £86.90 for your first bill then a month later another monthly cost again Spoke to ALEX who was supposedly a manager representing one stream had no intension of helping a customer resolve the issue also wouldnt change the date of payment as we get paid every 19th of each month he was rude too. As a family of five we needed the payment day chaged he said was not possible. I asked to speak to a different manager and wouldnt let me speak to anyone else regauding the issue he said that theres nothing he can do about it no resolution on the call still an open complaint although hes maked it as resolved!! SHOCKING CUSTOMER SERVICE DONT BE FOOLED!!!!!”
“Shishir was very helpful with multiple queers about my broadband contract. Advice was clear and relevant to the questions I had, and responded in a timely manor. Best online customer service interaction I've ever had. Thanks a lot.”
“I had a terrible experience with this broadband company. They charged me extra money without any explanation or warning. It's unacceptable to surprise customers with additional fees. I expected better service and transparency from them.”
