“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.”
