The One Broadband Arvostelua 

I have been moved from Octaplus to the One broadband and I must say that they have been shambolic, First I admit my fault as I did not realise that I had been moved causing me to miss a payment due to me not recognising the payment from my bank I canceled it. Rightly so I had my internet cut off, however, this is where I have the issue. I am unable to call them as their is an automated response saying they are busy and telling me to email. When I have tried to email them I have had to wait 3 days for a response. I have paid my bill and emailed them to reconnect my internet however I waited again for 3 days to be told that I need to pay my bill even though I have used the payment link. The email is generic and has not responded to my questions asking why I have been asked to pay again. This now means I have been without internet for over a week due to this pathetic company's wiliness to not talk to there customers would never recommend them to any one as I feel like I would have a better chance at getting blood out of a stone than getting to talk to a person. Will be changing my internet provider at the earliest opportunity.

Wanted a simple no-bells-and-whistle ISP so chose OctaPlus with a 24 month contract but then a bit over a year they offloaded me to The One Broadband, not that I had a choice...

First the direct debit was migrated but then it took 2 month for my customer details to be migrated and I have received my login details to put into my own supplied router and it worked but no longer static IP and no longer IPv6. After contacting customer services via email they actually enabled static IP for me but IPv6 remained unreliable at best, now IPv6 stopped working completely despite the address I can see on my router looks valid but is not routing correctly.

If only there would be some customer services that can help...

Once my contract comes to an end I will be moving to Zen or someone who actually knows what they are doing. Yes, they are a little bit more expensive but having no accessible customer service is not a good balance.

Since changing from octopus I don’t know how to access my account as I have no details. The internet is constantly hit and miss , customer service non existent. Now looking into switching provider . This company needs investigating as customers are not getting what they are paying for .

THE WORST do not get was forced to them by my old provider and I have more issues in the last few months then I have ever with any broadband when it works it works amazing but their customer service is a joke, I think I know how run a tech support more then they do

Ex Octoplus customer who were very good. I now suffer almost daily drop outs and poor speeds. The frustrating bit is you cannot speak or communicate with anyone. I cant even access my account as they dont recognise my octoplus password as its the only one Ive got. Im lookint at a new provider but cant even do that. To any new customers reading this dont sign up ....you will be sorry. Ive just got my service back and writing this quickly before it goes down again. Come back Octaplus

We were moved from Octoplus which was great and since then our connection has been a joke. So unreliable, constant spinning wheels and buffering and router resetting. Kids messaging me that the Internet is down. To write this review I've had to come off wifi and use 5g. This is genuinely the worst Internet connection I've had ever had, and I got my first connection back in 2002 with BT Broadband. As soon as I can I'm moving my internet somewhere else.

I cannot stress this enough DO NOT use this service!!

We were transferred from Octoplus where we had no issues at all in 2 years. Now we have nothing but issues. Constant drops, the number they have doesn't work anymore and the one time I did get through they said I would get a call back but that never happened. This is of course all our fault according to replies on here. Apparently we have no account but they are still sending the monthly invoices and taking the money for the crappy service. We cannot switch provider because of the account issues THEY have and blame us for. Quick enough to take the money though aren't you!! Just not fit for purpose.

Save your sanity and GO ELSEWHERE!!

I put a review on earlier in the week about the poor technical and customer service I had from this company.

Their response on Trustpilot was to contact them via their email address for customer service issues, which is what I have been doing??? That was the point lol.

Anyway yesterday I emailed their customer support asking them to send me my account details as since I was switched from Octoplus I have received nothing regarding my account ref etc…which makes it harder to leave them

No response after 24hrs for a really simple request so I’ve sent another this morning and still no response.

Looking forward to their response to this which advises me to send them an email to their customer support address 😂

Like many others I was transferred to this company from Octaplus. The service level is non existent with no phone calls accepted. Support emails are responded abruptly with replies ignored.

In my case, we had a broadband + sim deal with Octaplus but TheOneBroadband do not support sim cards even though that is what I signed up for.

They switched off my internet just after just one missed payment due to bank error. Made a payment but my services were still restricted for 5day. Telephone lines always refer to use email and their was always no response from phone lines and email
I ended up switching back to bt broadband. Up until now there has been no response

I was moved to The One Broadband from Octaplus. The service frequently drops to the point where I can't work. I have tried numerous times to contact them but to no avail. I don't even have an account I can access on the Company web site. I shall keep trying but if something doesn't improve I will have to replace them. Update: One Broadband have now responded to my message and correctly say they responded quickly to my email ignoring the two earlier (ignored) support requests submitted via their website. They tell me the signal is now stable - it is right now following days of repeated dropping.

Update: I received emails from both Octaplus and The One Broadband confirming that my account had been migrated. I have also paid the last 2 months’ bills to The One Broadband. Despite still having around 5 months left on my contract, my service was cut off without any prior notice.

There has been no proper communication or support. Phone calls go straight to voicemail, emails receive no response, and it seems the only way to get any reply is through this website.

If required, I can provide copies of the emails received from both companies as proof, along with payment receipts made to The One Broadband. One of the invoice numbers for reference is 42467.

Very disappointing customer service and handling of the situation.

Like most people I was migrated over to The One Broadband having no choice in the matter. Migration was poor with no service for multiple days. Promised compensation, nothing received. Formal complaint raised in line with the company's policy on June 1st. Should have received acknowledgement of complaint within two days. Still nothing 10 days later. Chased again with no reply. Support line goes to voicemail. Useless

I would put 0 but can’t
Forced to switch from Octoplus so no choice. Frequent outages. Planning to switch at earliest opportunity.

I was transferred to One Broadband from Octaplus, and since then my internet service has been completely unreliable. The connection regularly drops out for days at a time, and as I write this, my internet has gone down yet again. This is now the third major outage in just a matter of weeks.

To make matters worse, their customer service is virtually nonexistent. Calls to their support line go unanswered, and customers are simply told to send an email instead. That leaves me waiting indefinitely for a response, assuming I receive one at all.

Paying customers should not have to repeatedly chase a provider for basic service and support. The level of reliability and communication from this company has been extremely disappointing.

I would strongly advise others to avoid One Broadband. I will be leaving this provider as soon as possible in order to receive the reliable internet service that I am paying for.

UPDATE!!! they say all is fine in there end so 3mps is ok?? Honestly shocking how bad the one broadband is..

I'm disabled & don't go outside now i have no Internet access & I'm left with no help

Absolutely appalling company & customer service never join this service stay will talk talk or EE

I believe I migrated over to the One on the 29th March as per the email I received. The first payment was taken on 9th April. Today my Internet went down. At first I thought it was just one of them things, but as I work away I had to wait until the wife could reset everything, of which she did. And it didn't come back online.

I contacted TheOne, and had to leave a voicemail, I was also asked to report any technical problems via email.

Following the reading of some of the reviews on here, I thought Im going to chance ringing Octaplus Technical support. The gent answered my calls and following a conversation revealed that I hadnt been migrated over for some reason and that as they had ceased to be a City Fibre company today, the internet had been cut off. He couldn't offer me any further explanation other than TheOne hadn't accepted my migration for some reason.

So now Im left with no Internet until a new provider can make the switch on the 24th June 2026.

Unsure who's fault it is, but as all the correspondence came from The One, and nothing was sent to me regarding a refusal of migration, I'm going to leave it at the feet of these guys.

Migrated from octaplus already 2 weeks no Internet and can't cancel my contract as no one responding
Phone line is useless
Email same automated message
Avoid at all cost!!!

Terrible company,stay well clear,I recently signed up to one broadband and encountered several issues, firstly they informed me of the engineers visit the day after the appointment, fortunately someone was at home,we had no router delivered so the engineers could not complete the works,myself and my son attempted to install the router with no success,I emailed the support desk in regards to the issue and no reply,I then decided to cancel the contract under there 14 day cancellation policy,still no reply ,two more emails and several phone calls ,nothing , being ghosted is the best way to describe this situation,I have a feeling that if they ignore me for the next month I will then be contractually tied in with them for an 18 month period,I currently have a router sitting in a box and no hope of returning this item,I need to move on,please reply one broadband..

I am one of the ex-Octaplus customers who were transferred to The One.
Well, what have I got now? Poor performance. Whilst most time I get decent broadband, I get drops in said performance. Video meetings have frequent freezing. VOIP is also intermittent. The One’s support is non-existent. They do not respond to any contact I raise. Attempts to obtain my password are ignored. Thus I cannot see the T&Cs of my contract. All in all very frustrating.

Following on from this One Broadband tell me I have spoken to a member of their support team. I haven’t been contacted by anyone regarding this matter.

It comes to something that a Trustpilot review is the only thing they respond to, not a customer directly.