The One Broadband Arvostelua 

Honestly the worst company to ever have touched a customer service, octaplus moved me over to these clowns when they left the business they should employ actual monkeys and everyone would get further, the phoneline doesn't connect just says they're busy and cuts you off, tells you to email them of your internetis down which correct me if im wrong you cant access without internet (I dont get signal in my house on my mobile but stuck in contract) so thats a garden job my internet si currently all connected but they have messed something up and k cant even get on Google, now they're talking about sending me a new router on a friday so no resolution over the weekend so theres a loss of income which wont be compensated for. Cant wait until they try tell me im in a contract with them until 2999 let's see how long that lasts

If something goes wrong, TheOne Broadband is almost impossible to deal with.
Their support hours are 08:00–18:00, but getting an actual resolution feels unlikely.

I was migrated from Octaplus, and TheOne don’t even know what router I have because they never supplied it. That means every fault starts with delays and repeated requests for photos or details you can’t provide if you’re not at home.

You email them, they reply hours later asking for basic info, you respond… then nothing. You try calling, but every number goes straight to voicemail. No one ever picks up, and no one calls back. The problem just drags on.

What is really frustrating is the issue is possibly one to do with City Fiber and not TheOne. The problem is customers need to raise a issues via their ISP

Fine when it works — a nightmare when it doesn’t.

TheOne do respond to Truspilot reviews. In this case asking me to complete information request but I don't have any such request.

I was with octoplus, switched to different provider before their merger, and noticed that they still taking money from me, I confirmed with my current provider that they had informed octoplus of me leaving, but they are still taking direct debits from me, tried calling and sent an email, one week in still no reply, phone just cuts you off and no reply on email, avoid at all cost

Absolutely awful company.
Been with Octoplus for years, was teansfered to the one broadband april this year.
So far 6 days without internet, work, college and uni are suffering, used up all phone data to so far write 26 emails from friday, its now wednesday.
At first a lovely gentleman answered a coupke of my emails but now has gone quiet.
Phone lines non existent, customer service non existent and and no where near finding out how much longer it will all take to get us back up and running, absolutely fuming and frustrated.

Thank You One Broadband for such a swift response the fastest one so far in 6 days.
I would like to add that yes you told me on saturday a ticket had been raised with cityfibre and then again another one on tuesday, and yes i understand it was the bank holiday in between but if i am paying you for a service surely you should be chasing cityfibre on my behalf, this would then, maybe stop the emails i have to write to you to get an update on a daily basis.
Also when there is a vulnerable persons lifeline attatched to the service this become even more worrisome and urgent

We do not have internet connection since 29th April 2026 and my family member tried multiple emails to contact them. Initially they even denied that they have any of our accounts with them and forced us to contact Octaplus (who transferred our acccount to them). Now they are silent without any replies.

They don't have any human person to talk, I guess. Further, their computer-voice always says to send an email and never connect to a person to talk. Further I never got any call back from them yet. Pathetic service and I never reco to anyone. Very poor customer service.

Sorry readers - my only regret here is that I can't give zero stars to them!

We've been without internet for the last day or two and whilst we have had some correspondence with the customer care team it's been lacking on detail and updates. We never had this issue when we were with Octaplus.

Shocking connection, which isn’t solved by turning it off and on again.

Can’t get through to anyone, phone line disconnects due to volume of calls. No response on email after 5 working days.

Didn’t choose this company now allegedly in contract with extortionate early exit fees, which in its self is against ofcom guidelines.

Support is a delight once you get a hold of them, and hopefully this becomes less challenging once the surge of new customers has settled. Barring the customer portal which I'm sure will come soon, all my issues from the original review have been resolved.

Original Review Below:
The initial Octaplus transfer issues are resolved, but on a 900Mbps plan there are still random drops to 10Mbps throughout the day. I also don't have my static IP which I pay extra for, and support are non-responsive. Octaplus transferees are still also not able to log in to any sort of account to view billing history.

The One Broadband were very quick to reply to my e-mail when my property lost Internet connection, and as promised, their engineers fixed the issues within a few hours!

Very poor, once been switched automatically from octaplus , very poor service no internet for the whole day and no response from support team . Frustrated

Octaplus customer migrated to The One Broadband - service failure and contract issues

I was an Octaplus customer from September 2023 on a 12-month contract that ended in September 2024. I have been out of contract on a rolling monthly basis since then.

In March 2026 my service was migrated to The One Broadband. The takeover email from Octaplus expressly stated "your contract length stays the same." Despite this, I found my contract is now claimed to end on 28/04/2028 - a brand new 24-month minimum term I never requested, never agreed to, and never received any contract documentation for.

No Contract Summary, no Contract Information document, no welcome email, no invoice. Just a direct debit collected on 1 April 2026.

Since migration the service has been chronically unreliable. My UniFi gateway logs over 600 disconnection events in a single month - multiple drops per day, every day. As of 1 May 2026 the line is completely offline.

When I attempted to cancel I was told an Early Termination Fee applies. I have submitted a formal complaint citing multiple breaches of their own Broadband Terms (clauses 3.9, 5.2, 8.2.5 and 12.2) and the Octaplus takeover assurances. I am awaiting a substantive response.

Reading other reviews here, my experience appears to be part of a wider pattern affecting many former Octaplus customers. Customers being placed on new minimum terms without consent, service failures post-migration, support that is uncontactable.

If you are a former Octaplus customer reading this: check your contract end date in The One Broadband's portal. If it has been extended without your consent, you have grounds to dispute it.

My direct debit has now been cancelled as a protective measure. The dispute is being escalated formally. I will update this review when there is a resolution.

unable to see my account - terms and conditions - speed... Just an invoice and demand otherwise will be cut off (which was wrong) numerous try's at opening an account since switched from Octaplus...just nothing no communications / despite The one Broadband responding quickly to Trust Pilot - the main concern is NOT resolved - depite 3 requests to them - just fob you off with NO response or ability to open an account despite paying them and no return e mail on request to open the account - little note at the top to try again... after 2 weeks of trying.........and again a swift reply to trust pilot regarding my NON account - just give me access to an account - I cannot access or see my account - no response on the web site ....more response from Trust Pilot - thinking of moving accounts... they agree I have had a stable broadband connection for 4 days ... but cannot get into my details / which package / my details... maybe we open an account through Trust Pilot

Got transferred from octaplus to the one. My transfer date was on Thursday but ever since then I’ve had no WiFi. The one said they’d look into it but not got back to me with any updates. I emailed a few times to ask but never got any response from them. I rang them but it just goes to voicemail. I’m autistic so this has an impact on that as sudden changes throw me especially when it’s part of my routine. It’s getting to the point where if it’s not sorted out soon then I’m gonna look into changing companies.

Update
Did you see my email of the photos of the router and the one on the wall. Telling me to connect to WiFi doesn’t work. I’m autistic so I don’t get what you mean by it. Afterall it won’t connect to browser page you said about without an internet connection. Phone number just hangs up after automated message. Also how many times do I have to send pics of my WiFi router. This whole thing is getting ridiculous 😬

Update I never got a phone call so not sure if you even got right number.
I replied to there emails but have not got any response since earlier

Update I got sent a new router. Seemed to work for a few hours then connection went. Now it’s back on again not sure for how long. We shall see. Updated stars cuz of getting this. I just hope this router is same speed as my old one was.
Plus shouldn’t I have an account for the one considering I’m now with them.

Still waiting on a reply for old router to be posted as for some reason the one want that one. Even though it’s not there’s as it’s city fibres as that’s who I had when I first got it. So no idea why the one wants it 🤷🏻‍♀️

Update they didn’t reply to email so can’t exactly sent it to they do. Afterall they asked a day so Royal Mail can collect it but Haven’t responded when I did say suitable dates.

I am writing this here because The One Broadband has proven that while they ignore emails and phone calls, they do monitor Trustpilot.

I was migrated from Octoplus and am currently paying for a 1.2 Gbps connection with VoIP. Instead, I am receiving 150 Mbps and no working phone line. I have elderly relatives who rely on a landline as they cannot use mobiles; by failing to provide the VoIP service I am paying for,

March 28th – April 25th: Repeated emails and follow-ups sent. All ignored.

April 10th: A representative called (clueless about my ongoing tickets). He admitted the service "fell short" and promised a quick resolution. Nothing happened.

I am paying for a premium service I am not receiving.

To the Support Agent replying to this:
Please do not post your template "Please email or contact us" response. I have emailed you on March 28th, 30th, April 7th, and April 25th. You already have my details and my paper trail.

I enjoy supporting challenger companies to keep the market competitive, but a challenger that fails this fundamentally on both technical delivery and basic customer service does not deserve support.

I am asserting my consumer rights. I am now escalating this formal complaint to:

The Ombudsman Service, Citizens Advice, BBC Money Box
You have left me no choice.

Customer support appalling, stay clear

Another unhappy former Octaplus customer here. After years of solid service with Octaplus, I was transferred to The One this week and have had, at best, intermittent connectivity. I've had zero connection for the last day and I'm not holding our hope for it being fixed before the bank holiday weekend is over. Phone support is office hours only (Mon-Fri) and there's a somewhat optimistic request to "email us if your broadband isn't working" (quite an assumption that you have another means to email!)

I've tried calling and get an answerphone. I've tried emailing and get no response. A very poor introduction to the company all in all.

The worst internet provider in the UK
This is by far the worst internet service I have ever experienced. I have been without internet for 6 days, and it’s completely unacceptable in this day and age. For the first couple of days, they at least answered the phone, but now they don’t even bother picking up calls anymore.
Their automated message tells customers to email them, but that’s just another dead end. I have sent multiple emails and have received absolutely no response. It feels like they have completely ignored their customers and taken zero responsibility.
This level of service is shocking. No updates, no communication, no accountability—just silence. I would strongly advise anyone to avoid this provider at all costs. They clearly do not care about their customers once they’ve signed up

Wish I had read these reviews before trusting Octaplus’ recommendation and migrated over. They praised the network and customer service and it couldn’t be further from the truth. Firstly they’re billing us higher than the Octaplus quoted price. Then I’m not even getting 10% of the speed I’m paying for. If I get any. My internet hasn’t been this patchy since the very early days with Octaplus. Tried calling, no joy. Tried emailing, no joy. Gonna have a look how to cancel while I’m still in the cooling off period. If I want to pay a fortune for bad service I may as well sign up with Virgin.

This is an extremely strict company.. the payments were outlandish... If I didn't pay the bill on time I was cut off immediately without no concern of the individual or their circumstances. I relied heavily on an internet connection to be able to do my studies.. They also restricted my data on my mobile when they thought it was too high and not if I was satisfied with it. I was cut off again with no warning.

I always paid my bill even if it wasn't on time.. due to my payment landing on different dates through the month.

I've never experienced this before.. I'm now with a new company and they work around me and don't pressure me but also go above and beyond.

These broad services are not for me. I would just ask you to be more considerate with your customers instead of being so strict straight away. The speeds were slow too.

I would not recommend this company at all.