“Cancelled before the broadband service started and was still charged £15 they say didn't arrive into their account. Then charged another £30 for a Kaspersky subscription I never used! Literally conmen.”
“Customer service are awful,
Speed is less than they guaranteed,
And there is nobody responsible for that, every single day there is issues with them,
Worse broadband company ever!”
“Disgusting customer service. Harassed me for monthes after ending my account with them. Constantly asking for more money for this and that, even after making TWO final payments. STAY AWAY!”
“Administratively a joke as a company. They ignore complaints. Their internet service is unreliable. They fail to provide the service paid for. They lie and fail to meet their empty promises. A disgrace of a company. One of the biggest mistakes I've made going with them - negatively impacting my credit rating, failing to provide internet, and driving me stir crazy with abysmal service.”
“STAY AWAY FROM THESE THIEVES UNLESS YOU ARE REALLY REALLY STUPID, AND HAVE MORE MONEY THAN SENSE. They could not even get my broadband live in the set day which was a Wednesday and by the Friday I had but BT BROADBAND THREE DAY SERVICE SO THAT WE COULD WORK . I DEMANDED A FULL REFUND AND 9months later they are still harassing me by text message ! If that is what you are looking for “FILL YOUR BOOTS””
“Shut off internet for no reason and contact me after the office is closed to tell me they had done so. No one online or on the phones to have this resolved. Their policy sorry if it’s out of hours sucker!”
“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. On a side note, expect consistently long wait times to speak to an advisor. I waited 45 mins before hanging up today, last time was around an hour, and even their live chat quotes around one minute to speak to an advisor but I was still left waiting way beyond this.”
“I am not and it seems I will never get the correct 76mbps speeds promisex that was agreed when I took out the contract with Onestream. I have used many speed check providers and the highest speeds I am getting is 24mbbs download and 18.1mbps upload! I will stop my direct debit, and i do not care for future bills or breach of contract fines or bailiffs.
Furthermore I am going to report the matter to Ofcom and share my experiences on many website platforms. I have complained to OneStream but am being mislead about speeds. Am going to leave them promtly and would never recommend them to my worst enemy!”
“Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.”
“Everything you read bad about this company is true. Anything you read good about them is a fake review that employees were asked to do. They will take whatever they like out of your bank account and you won't get it back. AVOID AVOID AVOID AVOID AVOID”
“Very bad service their speed is just 2mb, but they say 67 mb
No customer service, no pickup phone, write fake reviews about themselves to scam people, I cancel within 2 days with them, my one month bill was 18.99, but they send me bill 31 pound, the service I didn't use luckily I cancel them direct debit straight away.
If they don't give you promise service just cancel direct debit otherwise they will take extra from you”
“Terrible customer services - repeatedly bills me for services not provided - they failed to install when they said they would, had to wait a month for installation, then they charged me for the month I didn't use. Didn't bill me one month when I complained, to make up for it (the least they could do) but then double-billed me the next month.
Then they charged me £120 for an engineer visit they say I missed. I did not miss the engineer - he was just unable to wire up the service (something the second engineer managed in 10 minutes).
Utterly terrible service. Regularly kept on hold for over half an hour, waiting to talk to someone about it. Oh, and they never call you back - they always say they have to call you back, and then never do.
Avoid these people, I'm not the only person they've hit with bogus engineer visit charges – several trustpilot reviews say the same.
Eventually they did call me back (just once) and agreed that they'd overbilled me repeatedly. Said they owe me over £150, but only want to refund me £30 because they said that *I* need to contact BT first.
After leaving me on hold for half an hour, they agree to repay me the full amount, but it can take up to 30 days. This is 2019, not 1919!!! It does not take 30 days to do a bank transfer!
I waited several months for the refund, which never came. Kept ringing them, every time they told me to wait another few weeks. Eventually I got the bank to reverse the direct debit and give my money back. I had to cancel the direct debit and pay them by scheduled bank transfer instead, to stop them misbilling me.
I left a negative review on Trustpilot, then OneStream reported my review to try to get it taken down, even though I have an email from them admitting to all this. Sent that to trustpilot.
Weird that when I added my review to trustpilot, they had a 1 star rating - now it's 3. They were getting 1 or 2 positive reviews per week at the time I wrote my review, but suddenly over a period of 2 days they suddenly got dozens of positive reviews.
Not shady at all, eh? Trying to get bad reviews removed, whilst mysteriously getting 20x more positive reviews than before...”
“I am really angry at the kind of service you offer. Your broadband randomly cuts out during the day, cannot seem to handle more than 2 devices connected to the internet and your customer service is non-existent!!
I am using your TOP PACKAGE, so I scare to think how the lower ones work!
I have tried calling the complaint line, the sales line and the customer service line for a week now and no answer on any of them. I have tried to contact on the online chat, as advised by the automatic message on the sales line, but no answer. I have tried the online chat 4 times. Nothing.
Don't blame covid, everyone is still working during covid whether at home or via online. You don't have anything in place. Total Rubbish!!”
“This company is an absolute sham and should not be operating as a telecoms provider. Having worked in customer services previously I'm more than used to hearing whingers leaving bad reviews and try to avoid doing so myself without good reason, but this was honestly the worst customer experience I've ever had.
30 attempts to get in touch with customer services, 20 mins on hold each time, nobody ever picked it up. No reply on their email, ever. Nobody ever came to install it so it never worked. Nobody got back to me. After a few weeks of shouting angrily at a brick wall I ended up emailing the CEO who did promptly apologise and give me a full refund.
Please, for your own sanity, don't make the mistake of choosing this company - I've switched to a provider 50p/m more expensive and they are a functioning company at least.”
“STAY AWAY
3 months later, still not internet yet they are charging my account. Terrible communication. Should have listened to all the negative reviews.”
“Onestream broadband is the worst company i have dealt with. they have no support at weekends and my internet has been down since friday night. AS of to day (tuesday they still have not fixed the issue and i have had no engineer visits. When asked straigth questions the do not answer. i would only recomend if you require no support or do not wish a working internet.”
