The One Broadband Arvostelua 

Worst company to use they don't even answer calls or response to any emails my telephone line is not working but these people don't care and I will defo cancel and not renew my contract.

First my previous review was one star so a slight improvement because they did eventually sort that problem out but it was a long process. This company is one of the hardest companies to communicate with, hence I am back here as it seems the only place to get a response. I am a n ex Octoplus customer and finally got access to One's portal and noticed they have my contract start date as the transfer date, surely as everything was supposed to remain the same it should be from my original date, As I was waiting for that date so I can transfer to a better deal I am annoyed and wonder if that actually breaks the contract as I did not willingly sign up with them at that date. I have emailed them and as is always the case you instantly get an automated response then nothing. In case this is read A/C - ONE1001522 - [Ticket #6969] - Steve.

The One Broadband is hands down the worst company I have ever dealt with. Their customer service is non-existent—they are entirely incapable of resolving the very problems they cause, and their promises mean absolutely nothing.

You can’t even get them on the phone! You're forced to either send an email or leave a voicemail, but guess what? They never call back, and they rarely bother responding to emails.

To make matters worse, they cut off my internet connection without any prior notice. When I complained, instead of fixing their mistake, they had the nerve to ask me to sign a brand-new contract, claiming they needed to re-register me through CityFibre just to get me back online!

Two words perfectly sum up this company: incapable and incompetent. Save yourself the stress and money—stay far away!

The worst support ever Can not speak with anyone was originally with octaplus moved to them unstabe and slow connection wanted to see what is the cancellation process or if any penalties applies they emailed me your contract is terminated 4 days inly a head can not find a new provider in this short notice asking me to sign 18 month contract if I want service continuation
Very very disappointed

Can’t speak to anyone. They promise a lot and they achieve very little. Only way to contact them is one number which is a answering machine and no one rings you back. Re email is the same promise the world and do nothing.I have never had a broken cable and my complaint was your company not collecting a no longer needed home hub which I still have parceled up.

On moving from octaplus which wasnt asked .i have had lots of emails saying i need to pay the bill.i set up a dd with octaplus and was told i did not have to do anything its all automatic.since then im paying them with my card every month ive got no contract or no account what i can see.but 3days ago they cut me off for non payment.so i again payed them by card .and nothing ive sent at least 30 emails and phone calls.but still no internet.

On moving from Octaplus to TheOne Broadband their communication and support has been abysmal to attempt to get anything sorted.
No phone service other than "leave a message after the tone" type service.
That was some months ago and despite the very rocky off start, it has been okish since then.

Moving to my current issue.
I contacted their email support and was told to move from 900mb to 2.2gb (assuming that as per their site is it 2.2gb ) it would be £56 PM on a new 18 month contract. No option to upgrade and keep my existing contract term.

So onto my main issue and what they will not clarify by email. They quoted me £56 PM for 18 months. However on their web site it is advertised at £49.50 how can that be? Am I charged more because I was originally a Octaplus customer? Ridiculous!

You guys give little ways to directly speak with a representative of your company.

Edit:
Why am I being quoted £53 for the same £49.50 service when the static ip is suppose to be included free as part of the migration agreement and complimentary. Why would you want to charge for that with an upgrade ?
Questions I have asked and not being answered.

EDIT:
Come on guys answer your emails.
Response: Your replies are hit and miss. Often miss important information.
I am missing a confirmation email and have followed it up. No response.

Frequent outage with pretty much no customer service. I work from home and this is a major problem. I would not recommend this provider, I am stuck due to my contract which was initially put in place before The One Broadband company took over Octoplus Broadband. Very disappointed.

So were with Octaplus for a long while and when they sold their company no one got a choice or any communication, other then too say one broadband were going to be our new broadband supplier. What we since found out, is, Octaplus really did not care who this company is. We all spent the first 2 months not been able to get in touch with anyone. Now, we have communication via email, I asked about leaving, because their service is not fit for purpose, they did not like the truth from me and have promptly put me on a double nat, and cannot even watch prime right now. They have just proved me right and we will be leaving. We all bought a good sized package from Giffgaff, so we can use our phones to connect to the internet, which I have to say connects better. So I would like to say thank you for helping. It's been very frustrating. Looking forward to receiving router, fingers crossed.

One of the worst broadband providers I've ever dealt with

I would not recommend The One Broadband to anyone. The service has been extremely unreliable, with repeated outages and poor connection quality. What has been even more frustrating is the complete lack of customer support. Emails go unanswered, it's almost impossible to speak to anyone on the phone, and when you do eventually receive a response, it rarely resolves the issue.

As a customer, you expect reliable broadband and clear communication when something goes wrong. Unfortunately, The One Broadband has failed on both counts. Paying for a service that is frequently unavailable while receiving little or no support is unacceptable.

I've wasted far too much time chasing updates and trying to get basic customer service. If you're considering this provider, I would strongly recommend looking elsewhere and paying slightly more for a company that values its customers and provides dependable service.

Very disappointing experience. I will be switching providers at the earliest opportunity.

Outages each month for days, no responses to emails, will be switching providers as soon as I get back online again. I'd rather pay more and know that people are going to respond to me when there is a problem.

Great product speed et all, multiple devices run with no lags. Good service and support, everything arrived, connected and worked as per the plan! Thank you

Continuation about The One Broadband.
Update: On 26th June 2026 at 10:30am person called Jermie answered the call and promised me that they are sending new version router which should resolve this internet speed issue.
I am waiting. Thanks Jermie. Received, installed with new configuration in settings as instructed by them.
Update: 8/7/2026
There was many emails asking me to run speed test and the screen shots in emails as reply. Which was 180 mb - 260 - 360mb. Still slow..
There was an email from Mr, Chris mentioned as service manager… with apologies and advised me to wait for city fibre investigation, and asked me for speed test screenshots has been done on 6/07/26.
No reply? I am waiting

waiting
Update: 09/07/26 time: 15:25.
Mr Chris so called Service Manager ignored me behaved like hierarchy.
The One Broadband is asking me to pay for city fibre investigation for internet speed issue which I don’t have any contract with them.
Reported to Offcom and CISAS.
Reply to the One Broadband
I don’t have or I am not using Yealink W60B phone hardware rather than equipment supplied by The One Broadband. I am not using any phone hardware (handset) I am only with internet services without telephone line!
This is a lies.
I don’t use any third party equipment. It’s lie.
Your staffs are treated very well indeed. It’s another lie.
I know about compliance and GDPR.
It’s your responsibility and duty to test and confirm the internet speed issue which is delivered from the one broadband company.
I don’t have any contract with city fibre or whoever they are!
I have accomplished all your speed test screenshots sent to you as reply as you requested through emails.
Which should confirm your company is not providing adequate speed as you as a company billing me with agreed contract.
As a decent and professional company should take responsibility of the service you provide .
You must comply with rules and regulations of this country.. which you didn’t.
Which isn’t right as a business in England.
Send your own engineer with a laptop to test the speed issue in home from your company.
I’ll not pay for any test.. should be done by you
You are a lier altered your reply from the original?
I’ll not pay for your investigation.
It’s your duty and responsibility to investigate with your own engineers (do you have one? I doubt it!) with your own laptop in my home and resolve it.
Update 09/07/26:-
Chris emailed me his apologies. I have replied the email. It’s your responsibility to resolve the speed issue in my home broadband.
I’ll not pay for investigation as it’s your responsibility and duty.

Landline went down. Support number goes to voicemail.
They then send email saying service disconnected because of unpaid bills. WTF? I'm on direct debit and it's been taken regularly.
As for request to activate 141 last month...um....
It's cheaper than others but if you need it pay for a mo

Tickets 3602 , 5130

If I could give 0 stars, I would.
TLDR: very unprofessional company that doesn’t care about customer service and just wants to keep you trapped in your contract.

I have contacted the company multiple times since I was switched over to them from octoplus. Mainly I wanted access to my account information so that I could have access to my account with them. This was never provided. Then when I enquired about any exit fee to leave the contract early I was given a “let me fix the issues instead of you leaving” spiel, I replied asking what them to provide my account details and that never happened, I was also not provided with any information about cancellation fees, despite following up asking for this.

I then sent another email asking for my account to be cancelled as I’d had enough of the poor service and all I got was a short email saying my July invoice would be the final one. no official confirmation of when the account would be closed, no apology for the poor service I was complaining about, nothing.

If you ring their support number you are forced to leave a voicemail which is then answered by email so if you want to talk to an actual person, you can’t.

When I have had issues in the past, the only way to get a response is by leaving a bad review which is frankly absurd.

So to the people that will read this and inevitable respond: please can someone contact me to confirm when exactly my contract will end and if there are any cancellation fees as I STILL have not been given this information.

Wnen internet is on it Okish but when there fault good luck in getting in touch they only reply to email when they feel like I think I told them I was cancelling they said sorry I was leaving I will be disconnected on 31/07/2026 woke up this morning no internet after I emailed them still no reply acknowledged my email still no reply avoided at all cost my son has had same problem has well a few months ago

I would have put 0 stars but it wouldn’t let me, we were passed to TheOneBroadband by Octaplus with no consultation and since then the service has been diabolical can’t call anyone can’t get a straight answer internet speeds change like the British whether and connectivity is up and down like Tower Bridge feels like it’s being run by the cast of deliverance. I have to work from home and I’m sick to the back teeth with the total lack of customer service or customer care I needed to get a static up address as everyone I tried to connect to the office my ip address changed this was recently sorted out now I can’t get online for more than 10 minutes. Without is dropping the nte and router have been restarted as per request and still shocking they said they would monitor from their side despite another email they must have fallen to sleep because I’m still sitting here with appalling service and not as much as murmour as to the reason for the issue. But they can take our money every month. Who do we talk to get this sorted.

Service Manager Chris has been brilliant for the second time now, my broadband is up and running again, and it being a carrier issue is confirmed, I have no issue here and appreciate his support, the above review still stands because the customer service side still haven’t provided me the answers I have asked for now 4 times, please see
Ticket 3955 I’m not asking for much just the answer to 2 simple questions
what is the notice Period to cancel service and
as I’m in contract will I be liable for the remaining months on the contract or will this be waived. As I’m moving home and my company will provide my broadband.

I am no longer a "One" dependant...
I have given this 2 ** which is an increase from my last review. I am informed by Trust Pilot that my previous review was not taken into account in their current assessment. Therefore I am not directly the cause for your dismal rating... your lack of support service and poor front-of-house communications over many months with others is.
Many will often see on this platform churlish [bad faith, rude] comments which would be more suited to Tick Tock and Insta platforms. Often customers come here as their last refuge to make contact with a company that is not providing the service they signed up for and seemingly ignoring them through normal channels of support. The One can improve:
Hire mature and experienced support staff who understand the product and the issues, with the ability to communicate with often desperate customers without thinking this is still the school yard where trying to get one over on people you despise is the principal goal.
I am pleased to say that your "The One" branded and locked config router is ready for its collection.

Hi there Colin... I see what you did there. I refer you to your supposed cordial reply to me of the 16 June. You really can't stop can you... You've proved my point = churlish to the end.

Update:
I believe you have purposely and wilfully misnamed me [and by implication have misgendered me in your reply - who is Peter?] In this action you are attempting to cast me as a person not to be trusted. The One might wish to contemplate the seriousness of your comment here. I refer you to this sites guidelines.

We were migrated over to "The One" and have now had 3 prolonged outages in not many more months. As people who mostly work from home, this just isn't acceptable.

EDITED in response to request for information:

We've been in touch about every single incident already, so you're aware of our account and the detail around the incidents, and there's no need to provide information via a third party website. You already have any information I could provide, so there's really no point; this is merely to inform people thinking about making the switch to your company.

Trustpilot's own AI summary starts with: "Considering 416 reviews, most reviewers were unhappy with their experience overall. Many customers expressed significant dissatisfaction with the company's service and customer support, frequently encountering issues with their broadband connection, including intermittent service, slow speeds, and complete outages. People consistently reported that attempts to contact the company via phone were met with automated messages or disconnections, and emails often went unanswered, leading to a lack of resolution for their problems. This lack of communication and support made it difficult for users to address service interruptions, obtain account details, or even switch providers."

This probably tells you more than getting more detail of the 3 times the service broke for hours (once) or days (twice) could. Regarding your request for more information and "Then we will examine the issues and see whether there are any fixes required." - this should have already happened. We've provided information for every single incident. If it takes a negative Trustpilot review to move you into action to check people's connection issues *which they have reported to you every single time*, then you might want to review your business model.

Took a long while to get back to me would be better to speak with someone