Onestream Reviews 

Got my renewal bill down with a call, Dinesh was excellent.

Contacted customer service for a change required. Chentiba assisted with the process promptly and helped put it through

Charged for non return of router, despite returning as requested. I have the proof of delivery, but this seems to be a standard practice for these guys. Horrible to deal with

Excellent customer support from Mrinal - dealt with my query very promptly and efficiently.

Had a technical issue that I didn't understand and AJ on the technical team was able to remotely help me reset everything and troubleshoot the speed issue. Thanks AJ you legend.

Mohan was supportive helped me solve my issue quickly.

My contract with OneStream came to an end on 31 August 2026. Despite this they have billed me for September and October. I have written to them about this and they received my letter on 2 October. I have had no reply or refund to date. I’m now getting ready to take this to the Communications Ombudsman and, if necessary, to the County Court.

If I could give 0 stars, I would...

From the get go, Onestream have failed to provide a basic service. I frequently have no internet connection, and if on the rare occasion the internet is listed as working, it is so slow that I can't even browse on the internet. I didn't have a single issue with my previous broadband provider, but switched to Onestream as it had cheaper monthly payments. When I contacted them about these issues, I was told I would have to pay £200 to have this sorted, despite having paid 3 months of a contract for a service that doesn't work. I upheld my end of the contract but they did not uphold theirs.

I was told if I wished to terminate my contract early, I would incur a fee of £239, even if there was only a month left on my contract. When I tried to cancel at the end of my contract, I was bombarded with pushy messages trying to convince me to stay, and had to ask 8 times before finally having the request processed.

This whole company feels like a money grabbing scam and I would avoid it at all costs.

After receiving poor customer service, which involved overcharging and not answering my emails or a letter to the CEO I was offered the faster service for the price of the 500mbps. When that happened my landline stopped working. After hours spent on the useless live chat and waiting an age to speak to someone on the phone nothing happened for 6 days. Eventually the landline worked. I received an email saying an engineer would visit on the 8th, that never happened and I was promised a call back on Monday that did not happen. Nearly all my emails went unanswered.

Helpful, polite person on the telephone.
Our WiFi went down at around 10am this morning and wasn’t reconnected until approximately 1.45pm. I contacted customer services and spoke to Onkar, who was extremely helpful, polite and professional throughout the call.

I was on the phone with him for almost 20 minutes while he patiently worked through various checks to identify the problem. It was eventually established that the fault was external and that an engineer would be sent out to resolve it.

I was kept updated throughout by both text message and email until the issue was fully resolved.

Although it was frustrating to lose our WiFi, I was very impressed with the service I received. Onkar was a credit to the company, and I really appreciated his patience, helpfulness and excellent customer care. Thank you, Onkar!

Mrinal was amazing helping up resetting up my account!

I had a great experience, great customer service

Excellent service, spoke to Yatharth and he helped me out and sorted my issue out.

Awful customer service. No idea of their own billing rules. Feels like it’s made almost impossible to cancel a contract with them.

Onkar very helpful

The man was lovely his name was KJ

Reliable broadband, but an incredibly frustrating experience with everything else

I rarely leave negative reviews, but my experience with Onestream has been frustrating enough that I feel it’s warranted.

To start with the positives, the broadband itself was genuinely good. We had a reliable connection with very few issues, and I can’t particularly fault the actual service provided.

Unfortunately, almost everything surrounding it was a different story.

Our monthly bill ended up being around £10 more than initially expected, with the additional charges explained as being related to “usage”. We also had unwanted add-ons such as McAfee on our bill, which were incredibly frustrating to cancel. During one phone call, I was asked four separate times whether I was sure I wanted to cancel an add-on. What should have been a straightforward request became an unnecessarily drawn-out process.

The final straw was our cancellation. We switched providers just 18 days before our minimum contract term ended and were charged £299 in early termination fees, including £125 for hardware. After adjustments, our final bill came to £256.10.

To be completely fair, these charges were outlined in emails before the switch, and I acknowledge that we should have paid closer attention to them. However, I still find the amount incredibly disproportionate given that we had almost completed the entire contract.

We even offered to return the router in perfect working condition, with all its cables and accessories, in exchange for a reduction of the hardware fee. This was refused.

After several polite emails explaining our concerns and asking for some consideration, the responses have largely consisted of reiterating the terms and conditions and requesting payment, without meaningfully addressing why such substantial charges are justified with only 18 days remaining.

I want to emphasise that I don’t blame the individual customer service representatives. They’re doing their jobs, and I appreciate that they likely have limited discretion. My criticism is directed at the company’s policies, billing practices and approach to customer retention.

I’m not suggesting that companies shouldn’t enforce contracts or charge legitimate fees. However, I do believe there should be some consideration for long-standing customers who have fulfilled almost their entire agreement.

It’s a shame, because the broadband itself was perfectly good. Unfortunately, the experience surrounding billing, customer service and cancellation has completely soured my opinion of Onestream.

Based on my experience, I wouldn’t recommend them.