“Would be minus one if I could. Shocking customer service. Lie about their service do not respond to any tickets raised or letters sent to head office. Takes an hour to get though to their customer services and they are no help.”
“Automatic signup to unsolicited extras - beware!
I took Onestream on as part of an introductory offer, and the task of unchecking hidden extras is not something I'm used to, but it appears to be a hazard when signing up to these services nowadays. I've found this out the hard way.
When there were faults in the service, an engineer was dispatched to sort it in relatively reasonable time, but I quickly discovered this is because I'd been automatically signed up for the premium service package. Other customers without it have reported difficulty even getting them to answer the phone.
Next, I find that two weeks AFTER my contract has finished and transferral to a new ISP has taken place, they bill me on behalf of Kapersky for a full year of antivirus protection, something I had zero idea would continue once out of contract. Email blurb: "The good news is your Kaspersky subscription has successfully renewed","We understand that staying protected online can be a hassle, which is why we’ve taken care of it for you. The card saved on your account has been charged £59.95 which keeps your identity safe on up to 5 devices." The tone of pseudo-helpfulness is bitterly hilarious.
All of this is intentionally deceptive, ethically disgusting, and ultimately self-defeating, because I will not only never use this company, I will also advise everyone I know against using them. The more customers they do this too, the more word will spread.
To hell with companies that act like this, because they do not deserve your business, and as reviews like this pile up, they will hopefully bankrupt themselves when customers stay away in droves.”
“This company is terrible,
The list of failings is huge:
- With every broadband package they sell you a "free trail" for software that is pointless and then that company will automatically bill you every month after your 14 day trial ends. You will probably not even notice that you have been signed up for the "free trial" as its not something you can "opt out of" until it has started.
-When you want to end the contract with them (For any reason, for me I'd moved house) the person on the other end of the phone will tell you that it will cost you an absurd amount of money to cancel to contract in order to either persude you to stay with them. (I found out from looking at the T&C's that it was actually £10 rather than £100)
-When you ring up again to cancel they will tell you that yes you can cancel and that its all done (However you'll then find out that they are still billing you)
-When you get back in touch (email this time) to cancel they will tell you that you never said you wanted to cancel and that no you can't get a refund for the 2 months of broadband that you are not using.
AVOID AVOID AVOID, I cannot stress this enough.”
“On Friday I returned home from work to find my internet service was down. I tried restarting my router but nothing changed. As it was after hours for the customer service line, I decided to wait until the next morning to see if it resolved itself. The next morning it was still out, so I dug through the website (which makes it extremely difficult to find a way to contact the company) until I found the customer service number and gave them a call. They told me that, as it was the weekend, no technicians were available so I'd have to wait to the middle of the next week to get anyone out. Frustrating to go several days without internet, but I was assured the time I was without service would be factored in to my next bill.
On Monday I got notice that a technician would be sent to my flat Wednesday morning and I needed to be there from 8 am - 1 pm to meet them. That meant taking time off of work, but I needed my internet service restored, so I arranged it with my employer.
Wednesday morning, I get a message that a technician is on their way to me, and giving me their contact number. I wait several more hours, but as it gets closer to 1 pm, I'm nervous that I might not be able to get to work on time if they take longer than expected, so I ring up the technician. What do they tell me? "I'm in Scotland, nowhere near you, I don't know why they told you I'd be there today."
Fuming, I ring OneStream. "We don't know why your order was sent to someone in Scotland, a mistake must have been made somewhere along the line." Can I get another technician today? "No, we don't have any contact with the technicians, OneStream employs them." So what do I do? "Someone will be in touch by the end of the week."
So now I still have no internet service, I've wasted my morning and had to use my time off for no reason, I'll have to use MORE time off whenever they finally get someone to come out--IF the next person they send actually comes--and no one can help me because no one I've spoken to is actually responsible for anything.
I've been a customer of OneStream for less than a month. This is absolutely unacceptable and if they can't get my service turned back on, I'll be cancelling and going with another provider. I know they'll hit me with an early cancellation fee, but honestly it would be worth it to get my services from someone who doesn't treat their customers this way. Disgraceful.”
“Ordered service for 72 year old mother in law, paid £10 for order using my card. You are given Kaspersky (forced) two month trial. This was not cancelled as was not aware we even had, then £29.95 was taken off my card. I am not the account holder.
Please read everything before you are charged.”
“Shabby customer service won’t answer your calls. Take more money than agreed to take, cannot cancelled my contract because they won’t answer the call. Only other option is to cancel direct debit and go with another provider. Stay away from one stream folks you will only be disappointed with them.”
“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.”
“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.”
“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.”
“Always have been a great customer service and a good broadband, but unfortunately I am leaving due to price increase, and faster broadband elsewhere. I might be come back, if this doesn't workout.
Thankyou for your service guys.”
“At the time of writing this post it is June 12th.
First of all, good luck to anyone trying to get through to their Customer Service line. Out of the 4 occasions I have called, none have put me through to an advisor in less than 35 minutes. The most recent wait today was upwards of 50 minutes.
My reason for phoning is that my Go-Live date has continually been pushed back with no clear explanation given other than supplier delays (BT Openreach). I purchased the 12 month full-fibre option on May 5th with a requested Go-Live of May 27th.
Any time that I have spoken with someone from the company via email or phone I have been given arbitrary timelines, such as 'your Go-Live date will be confirmed within 2 business days' or 'Openreach should have the fibre survey complete in the next couple of weeks', which is all lies.
One of my questions to the advisor was how that 5 weeks have gone past with no indication from OneStream on the reason for the Openreach delays. I asked if this was typical and he stated not, but 'some areas are less staffed by Openreach engineers'. Which begs the question, why is every other broadband provider able to send out a Fibre router and have it installed within an acceptable timeframe?
Lastly, the advisor which I was connected to on 12/6/22 at approximately 4:10pm - Mohamed. Oh boy what to say. Obviously I was annoyed that I had to wait on hold for 50+ minutes (this being my 4th time calling also) so understandably my patience was a bit short. But I was no way rude or disrespectful, that is until he continually spoke over the top of me and started to get snarky when I asked more questions. Telling me to "calm down" and insisting that he had provided me with all updates, even though there were none, my router hasn't even been posted yet! I hope someone from OneStream reviews the call log recordings and gives this individual some extra training or a stern warning.
Long story short, I wouldn't bother placing an order with this provider if you at all value your time. Although they appear to be a reputable company, on several occasions I have second guessed myself if it is just a scam as so far it has certainly operated like one.”
“Don’t be fooled by their prices… They seem the cheapest at first especially with only having a 12 month contract but in that 12 months, their prices increase. In my 12 months contract, my deal went from £17 to £21 to £30 to £45 for no reason. They then email saying to get in touch if you want to renew. I didn’t want to renew so I told them over a month before my contract ended, that I didn’t wish to renew and to terminate my account at the end of my contract as I was no longer living in the house and no longer needed broadband. THEY DIDNT! They continued to take their direct debit. I phoned them, emailed them and even had to resort to sending a letter through the post.. all to no avail. It’s now been 2 months since the end of my contract but they are still billing me. But if that’s not bad enough, today I’ve had an additional £59.95 taken from my bank account for KASPERSKY - the compulsory free trial company that came with my Onestream broadband and the same free trial that I cancelled within the first month of my broadband contract a year ago as I never wanted it or needed it or asked for it! Now try getting onto kaspersky for a refund - they just send you around in circles. In the end, kaspersky said to get back onto Onestream…. How do I do that when Onestream ignore emails, letters and when you finally get through after a 45 minute wait on the telephone, you are told that they’ll have to pass on your queries to another department and that they’ll get back to you…. But they don’t and continue to bill you at a premium rate. This company is by far the worst company I’ve ever dealt with. Do not be fooled by their low prices. They have so far cost me more than any other provider and are still continuing to take money from me.. and don’t think this is a one off and won’t happen to you… read the genuine reviews that are all over the internet, not the sugar coated trustp1lot reviews.”
“The most unprofessional company I have dealt with. Won’t fix your problems and won’t let you leave. Avoid at any cost. They say a manger will call back and it never happens!”
“Initially everything went fine until I got my first bill 7 days earlier than expected £34.95. Should have been £23.99 taken from my account next day 30th November 2022. Had taken another £81.00 from my account. Phoned... took forever. No. Explanation other than I had went over my call plan by 1 hour & 55mins. They said the cost was £45.62 lol. Where did the other money go. No real explanation other than I should have read my terms & conditions. Cancelled my direct debit right away. If they want the rest off the contract payments they will need to take me to court. Or give me a full explanation which I probably never recieve. So stressed by this so called company. They take money from your account for which you have not authorised. Be aware. If I could have given a zero star I would have.”
“Absolute disgrace of an internet provider. Customer service is dismal, internet patchy at best, hidden costs and the most expensive early termination fee I have ever come across. I would strongly recommend that you do not start a contract with this company as you’ll be stuck with it or you’ll be charged the earth to leave it.”
“Onestream accidentally cancelled my contract without notification so in the middle of teaching online today, my internet went dead. No apology from the company, no compensation and now a 2-week wait for everything to be set up again. Horrendous. Avoid.”
