Customers of UK ISP Origin Broadband Suffer Support Problems
Some of Origin Broadband’s customers have, over the past couple of weeks, reported a number of problems with ineffective support and being unable to access their accounts via the provider’s website. The issues are said to be related to an upgrade of their systems as part of efforts to merge Ovo’s customers into Origin.
According to the complaints we’ve received, as well as those posted elsewhere on social method, some of Origin Broadband’s customers have recently experienced somewhat of a deterioration in support quality. Customers have reported being unable to access the provider’s online account pages and others have noted that the ISP no longer responds to emails (there’s now an automated reply – “This mailbox is no longer monitored“).
Customers who do manage to reach support say they’ve also faced problems with getting issues, such as general billing errors and contract disputes, resolved via the provider’s call centre team in South Africa. Sadly, Origin Broadband doesn’t have a media contact, but we were able to get a statement on all this by going via TalkTalk.
Advertisement
An Origin spokesperson told ISPreview:
“We are in the process of bringing together the OVO and Origin Broadband businesses under the Origin brand. As part of that, an upgrade to systems has meant a small number of customers have lost online functionality for a limited period, but we have ensured that impacted customers are receiving bills by email.
The upgrade will deliver a greater customer experience, including WhatsApp and Live Chat on the website, supported by our call centre. We apologise for any inconvenience caused.”
In case anybody has forgotten, TalkTalk acquired Ovo Energy’s (SSE) base of 135,000 retail phone and broadband customers (here) in 2022. This is relevant because, in 2021, TalkTalk also acquired 100% of the share capital of the recently formed OB Telecom, which now trades as Origin Broadband (here).
Suffice to say, it’s not uncommon for problems to emerge as customer databases and platforms are merged into a new system, but it’s hoped that Origin’s support quality may improve once they’re through the current transition. On the other hand, it is widely known that TalkTalk are struggling a bit to get their debts under control (here and here), which can sometimes put pressure on areas such as support.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
« The Misery of Diminishing Choice in G.fast UK Broadband Areas
Take a look at Lightspeed Broadband. Fibre down for whatever reason after 17.00 on a friday evening. Support is closed on Saturday and Sunday, meaning we have to wait for Monday 9.00am.
Yeah? Here is Skegness no such problems, as you can see I am online.. 1Gbps package
Skegness, England’s St Tropez.
A word of advice: Stop paying for 1 Gbps that you never stretch, and put the money to a ticket to somewhere nice.
It’s lovely here – but fair point. Do tell me good chap. how far will I get for £0.00? that’s what LS gave me for 18 months to match with my current ISP ending..
I await your response with eagerness!
@I love Starlink: “as you can see I am online.. 1Gbps package”
All good. But the OP has a valid point about the missing weekend customer service. And Lightspeed Broadband, like so many altnets, only uses CGNAT. They don’t even appear to permit a 3rd party L2TP workaround for this for having a public static IP-address.
“Do tell me good chap. how far will I get for £0.00? that’s what LS gave me for 18 months to match with my current ISP ending..”
Shanks’s pony doesn’t charge. Or if you’re after the luxury of powered transport, you could maybe sell a kidney, or something?
Origin broad band have been illegally taking money from my account for months after I shut down and have not used the service.. now they are refusing to reimburse my funds..Origin are a rip off do not use or refer..I will contacting my solicitors today..
Yeah? Your handle is “ I love Starlink”. So why gloat about Lightstream Broadband in Skegness?
Because it’s the only good thing about Skegness?
Some great entries on the web site “I live here” for Skeggy. Check it out, just make sure you’ve not got anything in your mouth, otherwise there’s a severe risk of choking.
Because I love Starlink. Starlink can co exist anywhere you do know this right? if someone has Starlink and Zen/IDnet/Aquiss are they also condemned to the ether? I suspect not.
My part of Skeggy is nice and quiet and a nice place to live. Sorry if you don’t like it. But do I care? nope 😀
Quite exceptionally irrelevant set of comments even by the standards of this site. Kudos to all 🙂
Thank you, I think we’ve excelled ourselves in this thread.
As a previous SSE customer we were never allowed to register for online account with Origin after they took over account. This is a disgrace.
SSE contract ending. Origin offered new contract with price increase, but refused to supply a new router. Old one was witSSE and 3 years old and crap.Gobe elsewhere.
Disgusting service from incompetent liars. Then they offer £20 as a pity party present – doesn’t help much when you still don’t have internet after 12 days. I’ve spent hours on the phone – and my problem still hasn’t been resolved. I have had to phone in 4 times and have been promised (lied to) each time that a manager will call me back and nobody calls back. Really disappointing. Then I have to fight to cancel my contract without a £36 cancellation fee. I will never recommend Origin Broadband.