The One Broadband Arvostelua 

The worst customer service.

We have had no internet for 3 days. There is no one available to take calls, no help either via there customer support email service.

Very disappointing

I've been with The One Broadband for a year now and have loved every minute. I host servers and game servers for work and leisure, use my own hardware throughout (with the router they provided as a wireless access point within the network), and honestly have to say it's been great. My internal and external network monitoring has recorded just two dropouts in the entire year, both lasting under a minute. I wouldn't have noticed either of them if the monitors hadn't picked them up.

The service is fast and reliable and I've never once lost confidence in it. Customer service has always been outstanding. Firstly, they actually know what they're talking about. Compared to Virgin Media, whose customer service I'm sure is designed to stress you out as much as possible while charging you a fortune, being with The One Broadband has been a real breath of fresh air. The last time I contacted them was about a short period of high latency. They assured me they'd look into it, the issue resolved itself in under 24 hours, and a call back from The One Broadband confirmed it. Aside from that, they have actually contacted me on a few occasions to make sure the service is performing as expected and that I'm happy with everything which is just unheard of in terms of customer communication. Another massive plus there!

The only thing I'd change is the pricing. Since I joined, the top package has dropped to £34.99 for new customers (checked today by my neighbour) while I'm paying £59 for the same thing, so I'll be looking to switch to that when the time comes. I'd also love something faster than 2.2 Gbps, but that's just me being greedy! Static IP is a must for server hosting and that has been solid the entire time with no issues either.

I see a lot of negative reviews here, and many are from former Octaplus customers. It's a shame Octaplus abandoned the broadband market entirely, essentially ditching their customer base. Transitions like that are difficult for both the customer and the new provider. But at least someone was there to pick those customers up and get them back on track. It's a shame The One took the brunt of the anger from the transition.

I hope everyone with a negative review gets the resolution they need. Thanks again for an outstanding service!

Excellent technical support from Danny in response to an internet outage. ~15 minutes initial response time to my ticket, a quick exchange of emails and a phone call to resolve the issue.

They cut off my internet without warning today for "non-payment," even though my Direct Debit is active and I'm just waiting out my cancellation notice until October 21st.
​When customer service sent me secure links to pay manually so I could get back to work, every link was broken. They all gave an error about "pending payments." The website payment portal doesn't work either. Instead of temporarily restoring my connection while they fix their own broken billing system, they left me completely offline. Rubbish website and terrible customer service.

Shambles of a company. Taking direct debit twice, not responding to emails asking why they have done this, then having to claim the money back via my bank. They have then been chasing me for payment constantly, not replying with my requests to clarify what the payments relate to (I’ve never missed a direct debit) and have now cut my connection 3 days early. Awful experience, I’m sure there email system uses some kind of AI so trying to get a reasoned response is impossible.

I would avoid at all costs, cannot wait for my new supply to kick in.

Update: still going around in circles over email around payment, they gave me a link to their online payment system and it’s totally wrong, missing payments I made in May and September. Currently constructing a formal letter of complaint to take matter to Ofcom as totally unacceptable. I work from home and have been left without internet due to a made up issue.

Update in response to their reply. I wish I could attach a screenshot of my bank statements. I have clearly sent them images of all the payments I have made since this ghastly company took over from Octoplus. It shows payments going out every month and then, two payments taken at the start of September (for no apparent reason). Asked to refund, no response, so I then instructed bank to return one of the payments as they were taking money I didn’t owe. They still can’t tell me why they are trying to charge me twice for September. Their sarcastic reply tells you everything you need to know about this company.

I’d say 1 star is generous!
Octaplus customer which were brilliant. However it has become apparent that they had not updated my email address so I was not contacted when the migration happened.
Octaplus say my details were passed over successfully and cannot help. Our connection drops out continuously and I have been trying to contact The One by phone and email repeatedly and have had no response at all - not even a courteous confirmation of email receipt.
Funnily enough the only thing that The One seem sufficient in doing is collecting my direct debit.
I am exhausted and beyond frustrated with the lack of support from this company, the unreliability of their ‘service’ and the impossibility of contacting them even for something positive like updating my contact details!
It’s now having a severe impact on my job and I can find no help at all.
We are looking for a new supplier

Kevin, from The One Support team, was extremely helpful, clear, responsive and courteous. He listened carefully, checked his understanding with me and solved the issue with my router quickly. He rang me back as requested and followed up with a short clear email.

Do not go near this company as since we got changed over to this company we have had internet problems from day one can't wait to find someone else and looks like no network again all weekend

I emailed to ask about how much notice we need to give as moving house. Advised 30 days then asked when i wanted to cancel, i said from today which they took as cut me off instead of today being the day of the 30 days notice. Now they are saying we need to sign a new contract to get service back for 30 days notice??? No luck with customer service or support email, no response to asking for complaint to be furthered with CEO. What was a simple miscommunication as it was not properly explained will turn into a drama as I'm not going away. The CEO also needs to know that no attempt was made by his staff at sales retention, they obviously require more training.
EDIT TO REPLY: You only offered reconnection through a new contract AFTER you had already cut us off. No attempt was made previously to this. Again a simple miscommunication which could have been easily rectified to satisfy a customer. Your emails were the shortest responses I’ve ever had from a service provider. Going off your reviews it’s obvious your customer service department is lacking customer service skills and experience to ensure your ratings are higher.

i was moved over from Octaplus phone to theonebroadband a few months ago. everything remained unchanged. about 4 weeks ago my phone stopped working and it is impossible to get hold of anyone. all they have done is sent emails saying i need to configure a new portal etc. But there is no info on what to do? All i want is the phone to work.

I was initially with Octaplus before The One bought their customers and had no problems before the change of service provider. After The One took over I have been unable to access my account entirely, completely unable to get a hold of customer support and they have failed to give me a static IP address, something that I am paying for. I have been trying to get the service I am paying for for months now, but as previously mentioned I can't even access my account with them to check my status or make changes there. Contacting "Customer Support" is more or less pointless, as pointed out by many other reviews, as you often just can't get anyone on the phone, and dealing with them through emails gets you absolutely nowhere.

Currently facing intermittent packet loss which has made my broadband unusable. I have called & emailed with zero response over an 8 hour period.

The customer service from this company is atrocious, if you raise anything to them they just cancel your service. I was forcibly transferred from Octaplus and the line rate has been lower despite being part of cityfibre all the time. Their tech support or customer support is non existent. I'm sure it's a one man band from bangalore. They don't call back when they say they will, they don't do what they have been asked to do. Avoid them like the plague they are. I wish I could give 0 stars but 1 is the lowest.

Took a while for me to receive my login and get the Static IP Option showing, but sorted quickly once I was logged in

I have now been a customer for 6 months and have regretted moving to The One Broadband since month 1.
The actual broadband service seems good, but the customer service is non existant and the ability to speak to anyone or to get an answer is impossible.

The initial red flag was during the installation, which was no fault of The One Broadband, but trying to get answers, replies and updates was very challenging. In the end I had to advise them what was happening and when my service had finally been installed.

I joined on a referral from a family member and was due to receive a credit for this. This did not automatically happen and had to chase this for a number of months.

The latest issue has been that a payment has been taken that was not due after the normal direct debit was only recently taken. After a few emails and waiting a number of days I have still not received a reply and any update of when the funds will be returned.

I normally do not post negative reviews, and as mentioned above, the actual broadband service is generally good, but I would not recommend The One Broadband purely due to the non existant customer service.

I am currently locked into an 18 month contract and unless the customer service improves, I will be looking to leave as soon as I enter the final stages.

Once again I’m back with a bad review I am extremely disappointed with my experience with The One Broadband.

I settled my outstanding bill in full in May and subsequently terminated my contract. I was then contacted and confirmed that my account had been closed and that I would not be contacted again regarding any further payments.

Despite this, I have now received an email stating that my broadband service has been suspended due to an alleged outstanding balance.

I have no idea where this supposed balance has come from, and I am now having to spend my time contacting them to resolve an issue that I believed had already been completely settled.

What makes this particularly concerning is that I am currently in the process of buying a house, so I absolutely cannot afford for an incorrect outstanding debt to be placed on my credit file or for this situation to negatively affect my mortgage application.

I have contacted The One Broadband asking them to provide a full breakdown of the alleged balance, confirm my previous payment and account termination, and confirm that no adverse information will be reported to any credit reference agency.

I am extremely disappointed that after settling my account and being told the matter was closed, I am now having to deal with this again.

I would strongly recommend keeping copies of all payments, correspondence and confirmation of cancellation if you are a customer, as this experience has left me seriously concerned about how account closures and final balances are being handled.

I was with Octoplus which was taken over by The One Broadband.
Payments went up
Service went down, tried to contact them and call them (waste of time)
Asked them to call me, left messages, they emailed me to say Contract Terminated without 1 single call to anyone. They Avoided answering questions by email.
Disgusting Customer Services
If it would allow it would be ZERO
Almost as if AI was running Customer Services or accounts with NO IDEA how to respond or communicate with humans.
Picks up on Keywords I presume.
TERRIBLE DO NOT USE

With out warning internet went off after several days of trying to find out why ,I was told my contract was over and it would only be turned back on if I sign new contract.I declined.This also happened with my 90 year old mother , getting in touch with someone on the phone is impossible.All communication is done via email and a long wait

I can't think of a worse company to be with, broadband is now kind of stable but their digital line supply is HORRIFFIC mines been down since 01/08/2026 and I have to run a separate router for this service which adds extra cost for something
I can't even use, I would get better connectivity with a wet piece of string.

Actually I do you just can't find the information supplied by Octoplus.