Onestream Reviews

One Stream — Do NOT use
I was tricked into signing a broadband contract with One Stream. They advertised lower prices and promised the same service as other providers, and during sign-up they said activation “usually takes 14–16 days” but they would try to get me online within 3 days. That promise pushed me into signing.

They then delayed everything until my 14-day cooling-off period expired. By the time the cooling-off period was gone I had no service, no engineer visit, no router, and no connection — yet they’re demanding £303 to cancel. Because the order status is “in processing”, other providers refuse to take over my switch until One Stream cancels the order — and One Stream say they won’t cancel unless I pay the fee.

I’ve already filed a complaint with Ofcom and I’m waiting for their decision i suggestyou do the same!. This company took my money and delivered nothing. Please stay away — you’ll be left out of pocket and stuck..

If you value your time, sanity, and a reliable internet connection, avoid Onestream at all costs.

I’ve had months of repeated broadband dropouts, which seriously disrupted my work — especially during Teams calls. I reported the issues multiple times, but nothing was ever properly resolved. The connection remained unreliable, and the technical support was ineffective at best.

When I finally asked to cancel the contract early due to poor service, I was told I would have to pay a £275 early termination fee, despite the fact that Onestream failed to deliver a consistent service. They even denied I’d contacted them, despite me having done so several times — clearly their record-keeping is as bad as their broadband.

Their customer service is scripted, evasive, and unhelpful, constantly passing the buck and refusing to take responsibility. I asked to keep everything in writing and was repeatedly told to “call in,” which is the last thing anyone wants to do when they’re already fed up.

I’ve now decided to stick it out until my contract ends in October, but I strongly advise others: don’t make the same mistake I did.

Plenty of other providers offer better service, better support, and actually take customer issues seriously. Onestream clearly doesn’t.

On 1st March, I received a email stated an increment "The cost of your services will increase by 7.5%".
As a normal customer, I expected the cost will go up 7.5% from £33.95 to £36.50 but actually the latest bill shown that I need to pay £38.45 (+13.3%). Their CS mentioned the increment is on the Standard Price but the Promotion Discount maintain unchanged and required a customer to understand their industry practices. Please consider seriously and check your bills if you pick this company.

Our wifi was due to start almost 3 weeks ago, and, despite spending well over 7 hours on live chat or on the phone to their customer services, I have no idea as to when our wifi will work. We raised a complaint the day the wifi didn't to Onestream's technical and complaint department, at which I was asked to send pictures of the front and back of the router, plus the master socket. Over the last two weeks Onestream claim that either we never sent them, or they have lost the pictures, so we had to send them again. In two weeks, 7 hours of phone calls and live chats, that is all Onestream has been able to do. The refuse to take any responsibility, the refuse to help, they refuse to provide any solutions, the refuse to give you a timeframe as to when it might work, and keep billing you, despite the very thing they are meant to provide not working! I have been passed around from customer services, to the technical department, to the complaint department, with no one caring, helping, answering any of my questions, keeping to their promises, I could go on and on and on. I have asked to have my contract cancelled, in response they say this cannot happen as an investigation needs to happen, but they refuse to tell me what is going to be investigated and how long it will take. For anyone who has experienced the same as me, please raise it with Ofcom. This company is an utter shame, thei

In the late 20th century, we were promised a future of seamless connectivity. The internet would bring people together. But as history has shown, these promises were never meant to be kept. Instead, we got OneStream Broadband.

At first, OneStream appears like any other ISP, advertising "ultrafast speeds" and "seamless connectivity." But beneath the glossy marketing lies a darker truth. The service is unusable. Speeds crawl to a halt. A simple YouTube video buffers endlessly. And then, the connection drops. Again and again.

But when customers seek help, they enter a labyrinth. Incoherent & uninformed support staff offer vague reassurances but never fix the issue. Complaints vanish. And yet, leaving is even harder—cancellation is a nightmare. Hidden in fine print are fees, unexplained charges, and bureaucratic hurdles.

This is not an accident. It is a system—one that thrives on frustration and failure. New customers sign up daily, stepping into the same cycle of deception. And so, the buffering wheel spins. The calls go unanswered. And the promise of the internet fades into static.

Sign up was easy enough, but cancelling at the end of the contract was a nightmare. Customer service agents use deceptive practices and outright lies to steal more money. They also propose ridiculous ideas such as “instead of cancelling, why not transfer your account to a family member?" (at the non-introductory rice of £45+pm!)

Another example: you can’t cancel until exactly 30 days before the end of the contract because “their systems can’t process it”. If you cancel after this precise 30th day you have to pay to extend the contract beyond the 30-day term because "you didn’t give [exactly] 30 days notice". BUT (heres the kicker), the customer service agents will tell you that you can cancel anytime within those 30 days and not have to pay beyond the end of the term. Clearly they lied and therefore cost me money because I didn’t call them on that exact day. Not quite sure how it’s legal when I gave them 90 days and 60 days notice – very much not my problem their “systems” can handle it.

I saved records of my chat transcripts, but apparently they don’t!

100% avoid, the slightly cheaper price is not worth having to deal with fraudsters.

I cannot stress enough, this company should be avoided at all costs. We requested to leave our contract as outlined in section 10 2.5 of the Terms and Conditions. This company changed our contract without informing us, and will be charging us £659 to leave. £659. Onestream claim there is no way to service to the area we are moving to, therefore they say we have no choice but to pay. This is just for internet. Moreover, they absolutely REFUSE to send us a dated copy of our original contract, which we have asked several times. All they provide is a link to an un-dated PDF which is universal and can be easily changed. It is utterly fraudulent and a complete scam. There is absolutely no need for ending the contract to be £659. They also signed us up to a trial of a VPN without our permission. This is a clear case of illegal inertia (The Consumer Protection (Distance Selling) Regulations 2000) and an egregious violation of the Data Protection Act 2018. The use of our data to sign up to this VPN was not fair, transparent, necessary, let alone LAWFUL. Upon calling customer services, my partner was shouted at and hung up on. This is truly an awful company, and I urge you to read the Google reviews.

If you're looking for an internet connection that doesn't need to be particularly stable, such as casually browsing social media or sending the odd email, you're probably fine with OneStream. But if you want to connect to Teams or other video conferencing platform, think again. And if you raise issues with them, expect to wait eight weeks for them to fully investigate the issue, or you will be charged the remaining contract amount as an Early Termination Fee.

My internet connection has been intermittently dropping, several times per hour, since the 2nd September. I work as an online counsellor, and remotely for a university. I have been unable to work without hotspotting from my phone's 4G/5G connection during video conferencing calls, and have experienced multiple interruptions to streaming services on Amazon Fire due to the unreliable and hugely unstable connection provided by OneStream.

Despite having "resolved" the technical issues three times (but without any details about what these fixes entailed), I requested my services be cancelled without an early termination fee. They declined, threw Ofcom's legislation at me that they should be allowed eight weeks to fully investigate, during which time I am still fully liable for paying for the unusable connection. I will only get any money back for "total loss", which has not been the main issue.

I was sceptical about switching to Onestream as I’d read many bad reviews. However the price being 50% of any other provider for a similar package in my area was too good not to give it a go (900mb full fibre FTTP). It’s evident the service is provided using a white label/Vodafone backhaul and so far the service and experience has been excellent! I’m using my own equipment so this review doesn’t cover their supplied router or WiFi, just the actual connection and service. You have to be careful as they do use sneaky sales tactics and automatically add on phone support and antivirus packages, each free for a bit then about £5 a month. However it was super easy just to login online to my account and turn these off. No fuss, no hassle. You just need to remember to do it (I was able to do this before the service even went live). Performance wise, the service is actually better than the BT/EE service I switched from. The download/upload speed test is better then I had with BT (and over the 910 max I was advertised) and interestingly the ping time halved from 8ms to 4ms, which is pretty incredible really! I’m using Unify hardware so I have decent network equipment to test this on. Overall the switch process was easy and efficient, I was updated by text message and everything happened as they said it would.

signed up for new fibre ( been a customer for one year ), left for 9 days with no internet did not work from installation, nemerous contacts by chat, phone and e mail resulted in no urgency to resolve they kept blaming open reach( who i could not contact) i needed internet connectivity so forced to pay for added mobile data ( needed for autistic child therapy)which cost £10 per day total cost £90), eventually connected but not before i called again only to be advised fault had been rectified two days earlier and it was now just a config error which was reset over the phone ( which could have saved me £20) but no one had the decency to contact me to advise and get me connected, , called today for a resolution , eventually got to complaints after reading their complaints procedure to them to be offered £ 17.50!! as due to there terms and condition that all i was entitled to ,with them doing lots of referring to terms and conditions later and excuses inferring it was my fault i was not connected earlier i was eventually offered £35 if i took the extra care package for 24 months at £5 per month or one one free month!!( £27.50) despite advising i was prepared to go to the ombudsman again countered with terms and conditions , i had to reluctantly accepted the one one were the senior