The One Broadband Arvostelua 

You haven't sent a router . This is for my elderly mother who is vulnerable . She now has no broadband or phone and more importantly her alarm pendant is not working. I'll be ringing on Monday!

I arranged to transfer telecommunications to TOB because of budget. Having made the arrangements I then took time to read the Trust Pilot reviews whilch are so bad. No wonder. I took advantage of the 14 day cooling off period and emailed 3 times, 4th, 5th and 15th June to confirm my cancellation. No acknowledgement. I've left voice messages, confirmation and a ticket number, but no in person contact. Now being told by recorded message that an engineer will be at my house in a few days time and if I'm not here or it's cancelled (and how the heck do you do that) I will have to pay a fee of £80.00. If you want to budget your phone bill, stay with an existing good provider and negotiate with them. I would never ever recommend The One Broadband.

Update: As soon as this went live I heard from The One Broadband and confirmation was given that the account has now been cancelled. So I'm pleased about that. You can't run a communications business and make it so difficult for customers to communicate; customers who phone get directed to the online Support Service, and that results in another "Ticket Number" or a detailed answer to a question that wasn't asked.

I haven’t even joined the one broadband yet. This company should not be allowed to be in business. You can’t speak to them at all. One emails the support team and never get an answer. This is one of the most unprofessional companies I have ever had the misfortune to approach. DO NOT USE THEM IN ANY CIRCUMSTANCES. I am remaining with EE, whilst more expensive you can at least talk to them. Rating is 0 /10. Unbelievable.

Stay far away from The One…not ready for primetime. Horrible/ non-existent support. They don’t seem very organized. I am very lucky they show their incompetence before locking in an 18 month contract. Good luck to them

Our broadband went down at midnight 24/06/2026. I rang up at 7.56am asking for help and a ticket was raised. However there had been no response so called again at 13.15 another ticket was raised, however still no response to inform me why I have no broadband service therefore I will be cancelling my account. I have also asked twice today for my log in details since the transfer from Octaplus with no response. Awful and shocking customer service no communication very very poor. I can’t believe you reviewed this post and you want me to clarify who I am and yet you’ve have months of direct debits of me since you took over from Octaplus Ref of my direct debit 5LTB8SISBRMAXAWPOE Shocking

My Broadband is working now, I however still dissatisfied with the level of customer support and me having to go to Trust Pilot to get a reaction. Also the response to the post was below par blaming me because you couldn’t clarify who I was despite me giving you my name and address and phone number twice on tickets (#4002 and #4062). You where saying that you have two Mr John Graham on your books so basically you were saying that two John Graham at my address

So based on what has happened I have made the decision to leave The One broadband provider and I’m giving you 2 weeks notice that on the 8th of July 2026 I will transfer to Sky broadband and I hope this transfer goes smoothly.

So One broadband why are not authorising my transfer of broadband to Sky Broadband because I have had a text message from City Fibre and and a phone call from Sky to say you have not authorised the transfer and yet you replied to the message of me stating that I am leaving The One broadband. Get this resolved or I’m taking action against you as I’ve not signed a long term contract with yourselves as I was on a rolling contract with Octaplus when you took over my broadband.

I would leave 0 stars if possible. I had recently joined the one broadband after they took over from my previous broadband company octaplus. My contract is due to come to an end so as usual I looked around and attempted a one touch switch to another company.Unfortunately they were unable to do this as they could not locate my account. I have attempted to contact the One broadband 5 times via online and by calling. Unfortunately when you call them you can only leave a message for them to get back to you... and they still have not got back to me after leaving 3 messages. Because of them I am unable to switch my broadband as I cant even speak to anyone to cancel the broadband service. It is without doubt the worst customer service experience I have ever had as I just feel ignored.

Internet went off yesterday while working from home. I have done a reset etc that was asked to do still min connection. Box is constantly blue. I’m missing important meetings today . No contact with company since last night. Totally frustrated especially as you can’t talk to anyone. How can a company work like they do. I regret changing to them .

I've been using this broadband for about two months now. I switched from Virgin mainly because of the evening slowdowns. The 900 Mbps package handles gaming, 4K streaming, and my partner's remote work at the same time without issues. The WiFi 6 router covers the whole house. Installation went smoothly, and the engineer left the place clean. So far, it's doing what I needed.

It's been over a month of poor service from OneBroadband and their takeover of Octaplus.
After contacting them twice on their website and FIVE times by email I have had one response.
Since that technical response with very little information in actually how to apply those setting did not help, not one single employee has bothered to respond to my numerous forms of contact.
AVOID AT ALL COSTS.

Absolutely shocking service since my service migrated over from octaplus , can’t get a hold of any customer service by phone , just have too leave a voicemail and wait days too get a response from them , I’ve currently been waiting days for a response from them , don’t waste your time with this company as customer service clearly isn’t a priority too them at all.
I emailed them too say I was giving them 30 days notice and wouldn’t be paying any penalty for leaving as they are in breach of contract for not providing service I paid for for over 3 months , I then got a phone call and told the guy I wanted too give my 30 days notice , he got moody and put put phone down on me and all of sudden my service has been cancelled the very next morning and still no response from these jokers

My 70 plus year old parents internet went down last night. Reported today but no response received. According to the website only available Monday-Friday 9-5pm so guess they will be without their internet over the weekend. Really poor service that elderly customers can't speak directly and can only leave a message that is not responded. The account surname is Parker postcode LN2 4EG

**in response to their poor comment, i have been paying, you guys have failed to action the direct debit each time. And have not given me an account to pay from like all others migrated to you?? You've not even sent a payment link, just a pdf invoice with no way to pay it???? absolute joke of a company. you've also ignored the requests for a deadlock** i will be filing a claim with the ombudsman and small claims court for breach of contract

Once again ive had my service cut off, i was one of the first migrated to them with no warning, no contrac ro documents.

I still do not have an account with them on their website, once again they have cut my wifi off citing non payment, they have my billing information, i have no way to pay either, they sent no payment link, no notice prior to cutting me off, this is every single month now. They have dire customer service, no phone line, no response to emails, last time i lost connection it took them 3 days to respond. They also do not have evening workers or weekend workers, they only operate under standard 9-5 weekday office hours!

Absolute dire company and will be going to the ombudsman over their constant breaches to contract and legislation

I was not aware that there would be a connection charge. I have never ever paid this to any previous provider. Not a good start

Working from home and Internet went off at 1pm. 1.15pm I received an email from theonebroadband informing me that one of their experts had updated my router, trouble is since then I lost my connection. Its now 9pm and nothing, not even responding to my service tickets. So not only did I miss several meetings and teams calls, these had sent me instructions how to factory reset my router, and now it's on for 5 to 10 minutes and then goes off never to reconnect. Why do they keep finding the need to update settings which previously never needed touching by octaplus. So poor service. Can't wait to leave.

Following the previous review, there was a short time during which the connection stabilised, but then it reverted.
The One said they reconfigured things remotely and since this time the phone line has not worked and the connection has become even less stable. In addition the router appears to have developed a fault on the WAN socket.
The payment has now been adjusted to the correct amount but no refund of the overpayment has been offered.
Both service and support emails have stopped responding, the phone line co minutes to state the lines are busy and then cuts you off. Even Cityfibre can't help as they have no other telephone for them
This Company do not want to take responsibility for the problems they are causing and appear only to respond to the bad reviews placed here.
UPDATE
The email states that my phone line will be migrated on 25th June at 19.45 in other words in 7 days time having already spent about 14 days without it already. No mention of compensation or why it worked perfectly ok after the broadband was migrated, up until they tried to reconfigure the router. This relates to ticket 1211. Other outstanding ticketes not mentioned are 1205, 1320, 1426 and 2100.

I was forced to migrate my service from Octaplus, who provided a reliable service, however the service from The One has been extremely poor so far. I need this issue resolved as soon as possible. When you contact them they do not respond.

Eight days ago my broadband went off so I phoned Octoplus, I was told I had been transferred to the one broadband, Could not get through on the phone to them I had to email them many many times, It took six days to get my broadband on supposedly on their site, When finally got onto the internet, It had reverted back to Octoplus with Octoplus password, I still have no phone, The one broadband Said it will be 22nd of June before I get that, They said I was contracted till 11.2028, How can they give you a contract that you never knew of, Or even agreed to, I most certainly would not choose The one broadband, After seeing reviews, And I would advise people not to get a contract with this Awful company.there were 22 Emails with numerous replys . The one broadband has been in touch, I gave my name and phone number and these ticket numbers, 2470,2572, 2816,3012,3065, 3164, which is the only communication you get from them.maybe they can find me now.

Was forcibly transferred over from Octaplus. Nothing has worked properly ever since. Broadband service terrible. Customer service terrible. Not only does my broadband fail to work on a daily basis, I'm even getting made to do captcha tests by sites like Google now (who knows what level of IP sharing is being forced upon us!).

After making a formal complaint I finally received a reply telling me they couldn't work out who I was (!) and then a tech support follow-up asking me to check my login details are correct. For context, this is like driving your car to the garage and leaving it idling while you speak to the mechanic, and then the mechanic doing an inspection and saying "hmmm, does it start?"

Utterly useless. Avoid at all costs

I have been trying to contact support for weeks now and have had no reply I'm wanting to switch provider but trying to contact the one with no luck.

Update : I replied to the request of information and still had no respone back

The service is down again but the ONT and router show that there IS a connection, however all devices show there is no Internet access available, this is not the first time, I doubt it'll be the last. This is my second review of this company on here mainly in an effort to obtain replies to previous emails to them asking for my account details, contract length and cancellation rights. Zero response from their customer service team, it must be an embarrassment to you to admit to anyone that you work for 'the NONE broadband'.

My next step in this process is a letter directly to the CEO and ofcom.