Connection Woes Hit UK User Migration from Octaplus to The One Broadband

The recently announced UK ISP migration of customers from Octaplus’ network (i.e. those on their CityFibre-based full fibre network) to The One Broadband (The One) appears to have run into difficulty, which occurred after some of the initially migrated users began reporting connectivity problems post-switch.

According to The One, the migration was a “strategic decision by Octaplus’s Board to exit the UK broadband market” and apparently their “priority is to ensure customers move to a trusted provider with matching values“. But Octaplus itself did slightly contradict this by stating on their website how their “customers on other networks will not be affected“.

The original news item has all the details (here), but the key thing to remember is that the migration process itself was due to begin on 23rd March 2026 and complete by 5th April 2026. So far as we can tell this process did indeed get underway last week, although ISPreview recently started receiving complaints about connectivity problems from a few of those who had made the switch.

As one of our readers, Casey, expressed: “Switch day has arrived and the internet has been down ever since. The response from The One Broadband has been that they do not know what the issue is, that it is affecting all customers, and that they are waiting for CityFibre to resolve it. Support is only available from 9am to 6pm, which is not ideal when customers are left without internet. At this point, it feels like it is time to find a new provider.”

The remarks have been echoed by a number of other readers, and we found similar complaints on The One Broadband’s Trustpilot page, which references a mix of issues from problems contacting support to issues with service speed and either a total loss of internet connectivity or sporadic connectivity. Most of these issues appear to have cropped up yesterday and remain ongoing.

Octaplus did respond to a number of the Trustpilot complaints with the following message (varying slightly between different customers).

The One Broadband – Support Statement (Trustpilot)

We are extremely sorry about the outage today – it was caused by technical issues outside our control. However we have been working very hard to fix things and our tech team has been totally focussed on this issue. Because of this we experienced a spike in calls, which is why you struggled to get through – so again, we apologise.

ISPreview queried the current situation with The One this morning and have been told that they’re still “working on the solution with our technology partner“, before confirming that it had led to a number of customers “experiencing intermittency and drop outs post migration“.

This is perhaps yet another good example of why it’s so important for ISPs to always ensure they can offer a useful and accessible Service Status page. Such pages would have reduced the strain on The One’s own support lines during this situation.

At present there’s no estimated fix time, so we can only hope that The One are able to resolve it as soon as possible. Sadly it’s not unusual for major customer migrations, either between ISPs or different platforms at the same provider, to run into a few problems during such complex processes.