“The customer care is zero and they are hard to communicate with as they are an Indian based company and I have never been put through to a British person.
They offered zero communication around the go-live date. There were issues and I had to chase it all up myself.
They billed me for over 2 months on my first bill with no real explanation other than the fact that their billing department just didn't start my billing process on the go live date.”
“The customer service systems are completely disorganised and uncoordinated. From moving home to leaving after my contract, it was a nightmare. The people were always friendly and wanted to do the best but the company systems are in disarray. They also kept and used my credit card details without asking after the initial use two years previously. Do not sign up with this company, they are hopeless.”
“We signed up for the 1000 Mbps package in July 2024 after OneStream assured us fibre was already available in our building. This turned out to be untrue. We waited six months for installation, and when we tried to cancel before we even got wifi due to the delay, we were told we'd owe around £1,000 in cancellation fees.
The service finally went live in January 2025. We were promised £42/month. In April, this increased to £52 — a combination of a RPI+7% price hike to £47 (outrageous in itself) and a hidden £5/month charge for a service called OneStream Assured, which we never knowingly agreed to. (Apparently, it was hidden deep in the contract).
Our actual broadband speed has never exceeded 30 Mbps, far below the guaranteed minimum of 400 Mbps. At peak times, it's as low as 5 Mbps, making it borderline unusable for working from home.
In May, I formally requested cancellation of OneStream Assured through a support ticket on their website. They ignored this and continued billing me. I then cancelled my Direct Debit and lodged a complaint, asking to leave the contract. Their response: a £450 cancellation fee plus a £25 fee for cancelling the Direct Debit — even though the remaining value of the contract is only £350. This kind of penalty is likely unlawful under consumer law.
Adding insult to injury, they are now offering the same ‘high speed’ package to new customers for £34.50 — 36% less than what we’re paying.
We are in the process of escalating our complaint to the regulator. I strongly advise anyone considering OneStream to look elsewhere. We've paid hundreds of pounds for essentially non-functional internet, and now face hundreds more to leave. A quick Google search will show you this is not an isolated case”
“Initial setup was smooth, but the issues began when I tried to move. Despite their terms stating they might waive early termination fees if I accepted a similar service at my new address, they offered me a pitiful 70Mbps connection—nowhere near the 1000Mbps I was paying for. Their solution? Pay a ridiculous £550+ termination fee or sign a new 24-month contract with inferior service and additional fees. It felt like they were deliberately trapping customers. They never disclosed the original price of the service, only the discounted price, and when they increased prices in April, they went up by the original price, which they never disclosed making the price increase way too high.
Their customer service was equally disappointing. Responses were generic and avoided addressing my specific issues. They tried to justify the termination fee with vague explanations about activation costs and router charges, even though no engineer visit or new equipment was required. After much back and forth, they finally agreed to a reduced settlement, but the whole process was incredibly stressful and unprofessional. I would not recommend Onestream to anyone looking for reliable and fair broadband service, absolutely horrible company and the worst ISP I have ever used.”
“I took out two contracts with Onestream, one at a rental property and one at a property I own. They were cheap and it seemed convenient to have both properties under the same provider. However, I entirely regret this decision.
There have been multiple billing errors. I cancelled their 'Assured' subscription on one of the contracts, and they reinstated it a few months later without telling me. They then charged me nothing for 3 months before backdating the charges for the 'Assured' subscription and adding the same subscription to the second contract. They also charged me the full rate for the second contract I had taken out rather than the promotional rate that i had signed up for.
Then, when I wanted to move home and they couldn't offer the same service at my new property, I was given the option to either cancel my contract at a higher rate than letting the contract run its course, or switch to a vastly inferior service at the new property, but with a new contract of a minimum of 18 months.
When these issues have been raised with the complaints department, they continually play for time knowing that they have 8 weeks to resolve an issue before it can be taken to the ombudsman (they even made sure I knew this, so that I understood there was nothing I could do for 8 weeks). Obviously, the longer they can drag the whole issue out without providing a proper solution, the closer the contract gets to ending. I can only guess that they are hoping I will give up. I am not planning to. I aim to go to the ombudsman with my complaint and get reimbursed for the months that I have not used their service due to a complete breakdown of trust and multiple breaches of contract. I have not used any of their provided services since moving home in January and cutting of the broadband from the other property which is empty.
Please avoid using this company. Their whole approach is underhanded and almost designed to take advantage of customers, with a clear 'hardball' attitude to dealing with complaints.”
“Horrible company, average WiFi
All was alright until I tried to leave. The WiFi was average, slow sometimes but I feel like all providers are similar.
It was really hard to leave and I've had to pay an extra month after the contract term despite moving out a month ago. The leaving charges are outrageous, like £200 to leave one month before the fixed term.
Their attitude is summed up by this from their threatening email about 'avoiding fees' after I requested cancellation:
Returning your router within 14 days means more effort and potential shipping costs. Keep things simple by sticking with Onestream, where you don’t have to worry about returns or deadlines.
Basically admitting they only put this in the process to make it difficult for you to leave. Avoid if you're just trying to save a couple of pounds now, it'll bite you in the future.”
“Honest Review – Be Careful with Onestream
This is an honest review based on my personal experience. Onestream seems to take every opportunity to trap you and charge you extra. For example, they charge nearly £100 just to move your broadband to a new address — something most other providers do for free. And if you're moving somewhere they can't provide service, they still expect you to pay the full contract amount.
They even try to push you into taking their mobile broadband service, which is absolutely terrible. The moment you accept any of their “offers,” you’re basically walking into a trap that allows them to charge you even more.
In my opinion, their practices feel like borderline scamming. I strongly recommend going with a proper parent company — I never had these issues with Vodafone itself, even though Onestream supposedly uses their network.
There are also lots of hidden charges. If you’re not watching carefully, they may throttle your speed on purpose just so you end up calling for a technician — which could cost you nearly £200.
Long story short: stay away from this company. It’s like quicksand — they pull you in deeper and deeper until you feel like you have to pay anything just to escape the contract.
My advice: Stick with well-known, reputable providers.”
“Location: Surrey
Plan: 60 Mbps
Review:
- Speed & Reliability: Consistently slow. The advertised 60 Mbps is rarely, if ever, achieved. I frequently experience buffering and slow loading times, making streaming and online activities frustrating.
- Customer Service: Highly disappointing. I was flat out lied to regarding cancellation fees. Initially, I was quoted £160, but this figure dramatically increased to £280 when I confirmed my intention to cancel. Almost as if they were attempting to discourage me from leaving through deceptive practices.
- Pricing/Value: Poor value. I'm paying £50pm for 60mbps..They are the only provider who supports my property so I have no choice. The slow speeds and unreliable service do not justify the price I am paying. The unexpected increase in cancellation fees further exacerbates this issue.
- Equipment: The router they sent out is absolutely horrendous. It's beyond 10 years old & they want £120 for it if I cancel my contract! Despite the fact that I could buy an identity sh*t one or £20 or less.
- Overall: Extremely dissatisfied. The combination of consistently slow speeds and dishonest customer service regarding cancellation fees has created a very negative experience. I would not recommend OnStream to ANYONE.”
“Onestream set up a new broadband connection for me AT THE WRONG ADDRESS. Since then, they have been absolutely awful to deal with – they've acknowledged it's their fault, but it's been weeks now and I've still not received any compensation or even a date when I can expect my internet to start at the correct address!!! Whatever you do – pick a different provider, Onestream are utterly incompetent.”
“This company is run by thieves. Throughout our contract they overcharged us, claimed they weren't notified about us leaving causing further unreasonable charges. They even wanted the router back or face £100 charge (I've never been asked to return a router before...ever)! As it was I was 5 days late because they didn't tell us we only had 14 days to do it and so charged ANOTHER £29.95 without any warning. I'm so sick of this company and the way they operate. Just go elsewhere because anywhere else will be better! It should be their company logo. Rip off merchants!!”
“Absolutely awful experience with Onestream. They locked me into a contract with a forced router hire, making it unnecessarily difficult when I asked about using my own. I ended up paying extra just to rent their router.
When my contract ended, they forced me to stay an extra month, claiming I couldn't cancel earlier - even though I wanted to serve my 30-day notice in advance. They even threatened me with a £241 charge if I tried to leave before their arbitrary end date.
To top it all off, they cut off my service before my new provider could take over, leaving me without internet. Their customer service was completely useless, telling me it was "out of their hands." Thankfully, my new ISP got me back online within six hours - something Onestream failed to do.
Avoid this company at all costs. Their shady practices and terrible support make them one of the worst ISPs I've ever dealt with.”
“Awful company, avoid at all costs, they will rip u off when u realise their service and quality is very very poor.
Extremely high charges when u want to leave their poor service. No help either.”
“Beware of hidden costs and very expensive termination fees! I took out a 24 month contract a year ago thinking it would be £22/month as stated. In small print it says after a months free trial I have to pay £35 for Macafee anti virus software which I didn't need. Fast forward to a year later and they take out £80 from my account for the same thing, apparently this is a renewal price. When I complained they said it was in their price guide, which it is, hidden deep down in a 40 page document. This document was never brought to my attention in the original contract, there was no reference to it regarding the Macafee software. Unfortunately I had to move house half way through my contract too, and the price I was quoted to leave early was near £400! I'd read this included a router worth £125 which if you don't return when your contract ends you'll get charged extra for. I offered to return the router to save £125 and they said it didn't work like that. Of course not 🙄 so now I'm stuck paying £33 a month for another year for a service I don't use. It's unethical and unfair. They also added something called onestream assured without my knowledge which is another £5 a month which they have now cancelled.”
“Be aware of their SCAM practices!
- They force you into services and charge extras even if you have never signed into anything
- The connection is constantly poor and never reaching even half speed you’re paying for
- Even if they acknowledge that problems are on their end, they are forcing customers to pay for engineering services to fix the issues (about £200)
- Finally, even if they are are not providing the connection as per agreement, it’s impossible to leave them without extra charges that seem to be the highest amongst all providers!
They’ve already been penalised by Ofcom and are currently under another investigation. Companies like OneStream should NOT be allowed to trade!”
“Cursed MISSCARIAGES OF PORT WHO RES. ABSOLUTE Brain Rotten microbes THAT DO NOT DESERVE TO EXIST. ABSOLUTELY INCOMPETENT. UNANIMOUSLY RATED 0 STARS ACROSS EVERY CUSTOMER AND PERSON THEY HAD BUSINESS OR TRIED BUSINESS WITH. SHOULD BE DISSOLVED AMONGST WITH EMPLOYEES ASAP. HIDDEN FEES, ABSURD TERMS AND CHARGES, EVERY SINGLE DETAIL IS (likely intentionally) messed up so you are forced to call them, and since they are brain rotten they can’t even remedy their own wrongdoings. ABSOLUTELY MIND BOGGLING HWO FUC KING UNDESERVING AND INCOMPETENT ONESTREAMLTD IS AT EACH POINT AND ASPECT.! The imbidicile cursed bacteria will try all they can to take my review done but People have to know!!”
