The One Broadband Arvostelua 

we got migrated over to The One broadband after Octaplus pulled out of the broadband business. we where assured that the contract I has just signed with them would continue. now 2 months later the one broadband have told me I cancelled with them and need a more expensive contract. when I disputed this and asked how I cancelled and to send me this correspondence they have gone silent. you cant get through on phone. they never reply too emails. and today with no warning they have cut my full fibre off. avoid this company at all cost . do not even consider using them.
this is not true as I have emails saying I was being migrated over. this is a joke as you never reply to further emails. please avoid this company. as I have proof I was being migrated over , also I never refused a new contract I just asked for proof that I had cancelled.

They took over from Octaplus and since then it’s been nothing but hassle. I have 2 people who work from home and internet is shocking. It regularly goes off for sometimes long periods and you can never speak to anyone and they don’t respond to emails. Please forget this company and go elsewhere.

I would give them zero stars if I could. I am another customer who has been force migrated off the Octaplus network, but The One won’t honour my contract. Before I share my experience I want to address my comments to those considering becoming a customer of The One.

My suggestion would be PLEASE DON’T. Hopefully you can see, not only from the feedback of hundreds of customers, but also from the responses of The One that they are not a company who values their customers or potential customers. I find many of their responses rude, arrogant, unsympathetic, blaming others & not taking any responsibility for their part in a shambolic migration. Indeed in many responses they say “I’m glad to say you are not one of our customers” and ask for the negative reviews to be removed. HOW DARE THEY ask these people to remove their reviews. Customers or not these people have left their honest feedback on how it is to deal with The One Broadband, on a forum designed to protect consumers from suffering the issues others have experienced. Their experiences dealing with your customer support & their billing issues are valid whether they are your customer or potential customers. No genuine company is afraid of customer or potential customer feedback, yet rather than acknowledging your failures you have passed the buck in many of your responses, scapegoating Octaplus, however the truth is that you are trying to cover your own inadequacies. Consider first that none of these people’s feedback describes issues with Octaplus, their issues began after their migrations & although I am no lover of Octaplus now, this is my experience. The broadband worked with Octaplus so you must be the problem or incompatibility issues but this should have all been anticipated & worked out before the migration started by your people but they failed to anticipate any of these issues. Your suggestion to many of the people complaining that they can’t get hold of you & have sent many emails as the call centre just reads out a prerecorded message to email your query & cuts you off, is to email the customer services team - A little tone deaf (people are being forced to this forum at their wits end as you don’t get back to them - & maybe if the people who keep responding here actually resolved some of these emailed issues your trust pilot score would be better). You got the trust pilot score you earned and deserve. In my experience I only generally leave feedback if my experience is exceptional or diabolical and as I have only seen 1 x 5* review and 2 or 3 x 2* reviews in over 100 reviews that tells us your customer service is diabolical - “If it walks like a duck & talks like a duck ITS A DUCK! You may want a better score but wishing for it doesn’t solve the issues we’re experiencing here. Indeed is their any information in an accessible central location apologising for the experience your customers are facing, taking ownership and giving a solution and timescale for resolution - NO!

Can I also address the billing issues others have mentioned which I am also experiencing. I renegotiated a new 24 month contract with Octaplus in February & a month later received Octaplus’s email saying they would migrate us to The One, saying their was no need to worry everything would be the same, we’d just be paying our bills to The One & all existing contracts would be honoured. Within days of this email I received another saying my Direct debit processor will be changing to Stripe and days later an invoice was received from The One broadband with their name on it. When the direct debit was taken it also had their name on it. They have taken 3 direct debits from me including the most recent after they refused to honour my contract with 21 months remaining as promised by the Octaplus email, telling me I needed to sign a new contract £5.50 more expensive per month for the same package & after telling me that the direct debit would be cancelled (what adds insult to injury is this direct debit is for a month in advance for the month of June and Octaplus cut off my broadband on 3rd of June, and The One have refused to provide me service and honour my contract. Their response to others is that this isn’t them who are taking the payments but I don’t believe this. Their name is on both the invoice & the direct debit and for those that actually have been migrated, no one mentions their direct debits being changed again after the migration so I don’t know what agreement they negotiated, but they have taken many peoples money or it has been taken in their name & in my case and so many others they have never provided us anything except, for being ignored and out of pocket. I want my money back! I have emailed as the customer service phone number cuts you off as already stated & have had no response from Friday and today it is end of trading Monday.

My internet went down on 03/06/26, I contacted onebroadband on 04/06/26 and got an auto response with some instructions on it which I followed but it didn't make any difference. I chased them up on the same evening and told them that I work from home part of the week and I'm unable to do so due to not having any internet.....no response. I chased them up again on the 5th June and highlighted that I have children sitting exams who need the internet to enable them to revise. I've tried ringing them twice, it just goes to an automated message saying they're too busy and then ends the call.

I chased them up again at 10 am this morning as I was into the 5th day without any service. I've had a response at 16:23 today.

'Hello,

If you wish to proceed with reconnecting your service, you will need to sign a new 18-month contract with us.

Our available packages are:

• 150 Mbps – £27.50 per month
• 900 Mbps – £30.50 per month
• 2.2 Gbps – £55.50 per month

Please let us know which package you would like to proceed with.'

So no one has told me that my service has ended or my contract has come to an end. This lack of customer service is appalling and completely unacceptable.

Just to respond to One Broadbands reply, see below text copied from an email received from Octaplus on 17/03/26.

Dear William,
As always, we want you to be the first to know about any changes to your Octaplus broadband service.
The Octaplus team have decided to pursue new opportunities in the UK telecoms market and as a result, we have arranged for your broadband service to be transferred from Octaplus to The One Broadband, who will take over billing and customer support for your account. This email is notice of that upcoming change.
You can relax, because the things you value will stay the same:
Your price stays the same
Your contract length stays the same
Your service package and terms stay the same
Your CityFibre connection stays the same (no engineer visit!)
There’s no need to change your equipment or wi-fi details
There’s nothing you need to do. We’ve scheduled this overnight to minimise disruption.
The One Broadband will become your broadband provider, but your underlying CityFibre service will not change. We expect your service to transfer between March and April 2026.

Explain this email then, your company are clearly incompetent in every way possible! Octaplus were incompetent and so are One Broadband.

Further response to One Broadband, why did I get this email from your company then?
Overdue Invoice Reminder
Please find attached an invoice for services with The One
This is a quick reminder that invoice 34236 is now overdue. We attach a copy of the invoice with this email, please review the payment instructions contained within to settle this invoice. Please make the payment within 48 hours to avoid service suspension. Any issues please email supportattheonebroadband.co.uk as soon as possible.

To which One Broadband stated that my service was still with Octaplus and then sent another email stating. I'd like to highlight being addressed as 'customer' which implies that I do have an account with your company.

Dear customer,
We can confirm your bank is still processing your payment and there will be no service suspension.
We apologise for any concern that previous notifications may have caused you.
Don't worry, there is no further action required by you.
Yours truly
The One

I've also just checked my bank and The One took £24.98 out of my account on 09/04/26, so can you explain that please?

The move from Octoplus was relatively incident free after an initial slowing of the speed was sorted, but my landline went to incoming calls only and despite two requests for some help by email (no chance of speaking to a human) the problem hasn't been resolved

I am extremely disappointed with One Broadband and their complete lack of customer service.
For the past 6 days, we have been without internet, The service is simply not working, and there has been no meaningful support or communication from One Broadband to help resolve the issue.
What makes this situation even more frustrating is the fact that there is no proper customer service phone number where customers can speak directly to an adviser. Instead, customers are pushed towards sending emails and waiting indefinitely for a response. After multiple attempts to contact the company, we have received no assistance and no clear update on when the problem will be fixed.
Being left without internet for nearly a week is completely unacceptable, especially when there is no way to speak to a real person about an ongoing service outage. The lack of communication, accountability, and customer support is outrageous.
Due to the poor service, the inability to reach an adviser, and the failure to resolve this issue within a reasonable timeframe, I am requesting the immediate cancellation of my subscription. Customers deserve better support than being ignored while paying for a service they cannot use.
I would strongly advise potential customers to think carefully before choosing the One Broadband based on my experience.

Since this company took over the Octoplus Brandband customers the connection has been to be totally honest crap. It took 5hrs to a week ago to get the connection back and since then there has been nothing but intermittent connection. The only way you can contact them is via email and they don't bother to respond. My loyalty was with Octoplus Broadband not with The One Broadband. I have told them that their service is not fit for purpose I want to leave with no early penalty. THEY ARE THE BIGGEST SHIT SHOW AROUND

Rubbish service, terrible when the migration happened. Since then numerous drop outs . Cannot talk to customer service and cannot venue our account on line . We did not choose to go with The One it was forced upon us in April. We need to change provider, ridiculously awful service .

We have been an octaplus customer since January. We had an issues with the CityFibre install and we were without internet for around 3 weeks. CityFibre said we can get 7 pound a day compensation if we contact octaplus. I contacted octaplus and they said they would sort out compensation. Octaplus set up a direct debit, but no money have been taken (I assumed that’s because of the city fibre compensation). I heard nothing from octaplus about the migration. The only email we got was about the change on the direct debit from octaplus to one (which they never happened). Now this week our internet went off. I didn’t even know I was a theonebroadband customer until I contacted octaplus, who now said I am with the theone. Octaplus say my internet has gone down because my direct debit was not set up correctly with theone and we owe for 2 months of service. However theone are uncontactable. By phone they just have an automated response, saying contact us by email, however it’s been 3 days and we haven’t had a email response. We would be more than happy to settle what we owe, just not able to get in touch with them in any ways. We still have a live direct debit with Octaplus, the fact that the dd hasn’t been changed is not our fault, but somehow we are the ones that are being punished for someone else’s negligence. This transition seems an utter shambles. My wife works from home and we would like to have some internet please.

Let's start with their service. 0 ZERO NULL. I have 2 phone number to them. Non of them work. Automated answer: we are busy bla bla bla... go to our website and send us an email. No answer to the email. I managed to left a message, no call back. No response. Thursday no internet, Friday no internet. Now the weekend is around the corner.

I wrote a review a couple of months ago after facing some initial issues. I wanted to come back and write another review to warn as many people as possible away from this company!

I have had continuous problems for the last 5 weeks with either the broadband disconnecting for extended periods of time or significant packet loss.

To make things worse, I have raised these issues as soon as they occur via the email (which is the only option to talk to them!) over and over again. I've also attempted to log a complaint 4 separate times and I'm yet to hear back on any of that at all.

Unfortunately for me, my issues didn't start until the final few days of my cooling off period and if I had known what was going to happen in the following weeks, I would have jumped ship weeks ago!

As it stands, I've told them I'm leaving since they've failed to address the material degradation of service for the 30 day window as outlined in my Octaplus contract, but I've not had confirmation of their receipt of my response yet, so who knows how much more trouble I'm going to have with them as I attempt to break this contract that they have breached.

Let's hope that Olilo don't have any issues transferring my services and I look forward to raising this issue to ofcom and the ADR in the next 3 weeks once the 8 week threshold has passed.

I've just read their complaints policy, it says that they'll acknowledge a complaint within 2 days of receipt, I'm still waiting for acknowledgment from the 30th of April! :D

Edit 08/06/26: The team have replied to say that I'm back online, which whilst maybe true technically, I am using my phones 4G far more frequently due to consistent drop outs.

My line is absolutely not fixed. This kind of automated terrible response is 100% the kind of experience you will receive if you chose to use this company. They don't care if your line is stable, they don't do anything to diagnose or fix the issue, just wait for the line to be clear and "Oh we checked it".

I would have given zero stars if this was an option. I have been transferred from Octaplus but haven't received any communication from The One about the move - not a single email. I wasn't aware of the move except for the change in DD name. The service became intermittent and then cut out entirely, I've had no broadband for 4 days and have two children try to revise for their GCSE and A Level exams. I've tried calling 17 times and a similar number of emails - without response. I don't have a user name, password, any account details and there is no response from service or support. Customer Services will now be closed for 2 days over the weekend. I don't have the words to articulate how desperate and helpless the family feels, or how poor the quality of service is.

Amazingly in response to this review, I have received a reply from The One asking me to email them, within 3 hours of customer services re-opening on Monday morning. I have emailed them over 15 times, over a week, in addition to all of the phone calls and yet we are still without a response. If The One responded to customers I wouldn't have cause to write the review.

Amazing that we are now conducting customer relations via Trust pilot rather than engaging with me as a person. Your preferred method of communication is via email, yet you still haven't responded to 15 emails I sent last week. A trust pilot response today has attempted to imply that I am responsible for a factory reset of the router - I can assure you that this is not the case and the 15 emails you still haven't responded to included photographs of the wall unit showing that there is no service into the property. I don't know whether you are using some a corrupted form of AI to try and deflect your responsibilities and manage your customer services but this is appalling bahaviour. To ask me to email when you are not reading or replying to my emails, to attempt to lie about the cause of the issue when you are not reading and replying to my emails, how dare you. In addition and for clarity, there has been no email received from The One with any information about how to resolve the service issues.

You have had my telephone number and email address for over a week and have still not responded to me or communicated with me in a meaning full way that addresses the issues. My Children are revising for GCSE and A Level examinations without a broadband connection to access their learning materials - you should be ashamed of your lack of service, care and empathy.

Another 24 hours has gone by and yet you still haven't responded to my emails. If there are actions that the service team would like me to take, you need to let me know what those actions are.

AVOID BY ALL MEANS. If for any reason you was transferred to The One Broadband, just cancel the service!! NO SUPPORT AT ALL, NO RESPECT all they care is money.
Lucky me , they have cut off the service after 5 emails I sent to them (with no reply either) .
1 Star and it’s because you reached the bottom.

My broadband connection was originally with Octaplus and unfortunately, they moved the Broadband service to The One in March 2026. From then, I have not received bills for April or May 2026. When I wrote to inquire in April, their hotline was not answering. Then I wrote to their service email, and they replied that my connection is still with Octaplus and to deal with them. However, I kept sending emails to Octaplus, but I have not received any bills. My direct debit was also not transferred to The One and still indicating Octaplus. When I called Octaplus, they said my connection is with The One from April. However, I still have not received a bill after the transfer to The One. However, yesterday The One ceased my broadband service. When I called Octaplus, they said the connection is ceased by The One. I tried to call The One numerous times, but the hotline is not picking up, saying their number of calls is high, and to email them. When I emailed the my issue, they issued a ticket, but until now I have not received any email or a call. Today I decided to move on with another service provider. I'm very disappointed with this company, and I never recommend this braodband service to anyone.

Worst customer service ever, ive had to send over 30 emails you to get a response from them, and it issue still hasn't been resolved, the phone line is never answered it always hangs up, after telling you to email

To the reply from the one broadband, so why have you taken a direct debit in March? The only way you would get my bank details is by being transferred over to your service and Octaplus sent me a email confirming that you was taking my account

So why are you emailing me that you will turn the service back on if i cancel the request for another provider after i have paid you, that is against the law

I thought i wasn't a customer for your service so which is it aren't i or am i?
And here proof that i can
"Yes, you can request and install a new broadband provider while still actively using your old one" so yes i can request a new provider when still on another, so you can refund me for the service that im not getting from you

That where you should have got in touch with myself to get the change over sorted not stay silent because if you didn't get any payment the first thing to do would be get in touch, basic customer service

Are you refusing to turn the internet back on after i have paid £120?

Give me back the £120 i have paid and ive got an email from you saying that you'll be switching it back on tonight.

Terrible communication and they also argue and remove legitimate reviews, I will keep going. You have no right reporting and removing reviews that are legitimate especially how you handled octoplus customers transfers, you should all be ashamed!

Awful customer service, and I echo everyone else’s one-star feedback.

I’ve emailed them over and over again, but they do not help and only give very vague answers. It has taken months to “migrate”, with no real answers or updates.

I can’t cancel or pay the bill, and I feel completely stuck. I also can’t work from home because of this. I’m definitely reporting them.

REPLY:

When will this get solved still without any internet do I get compensation?!?!

This people literally robbed me. I asked them to cancel my contract on 30th June as this is my last day in UK. Today they charged me for June (sooner then usual direct debit day) and cut off my internet. Left me with no internet for the rest of the month but took my money before the usual day! Is this even legit?!
My ticket #1185 and june invoice number 49406 for identification.
I would like a refund please

So it’s crazy how you can respond to my trustpilot review but cannot email or call me still!

I am now over 24 hours without broadband and still not a single (not automated ticket) response.

I have also found out you have actually failed to take over the line from Octaplus so have therefore been taking payment for a line you don’t actually own and have failed to provide!

So to anyone who is having the same issues who had the move from Octaplus just change supplier nothing will come back to you and make sure you cancel that direct debit!!!! You will not have your broadband restored and you have a right to switch supplier and also get onto Ofcom and CISAS thank me later!

I work from home 2 days now I have been unable to work… Thank you

This is coming from someone who works in the industry themselves! I have never known a company like it and to have the cheek to want to sell telephony when you don’t even have phone lines that ring is beyond a joke. I’d switch your IVR too “we are experiencing a high number of calls and can’t answer your call” you don’t accept a single one the phone never rings 🤣!

Really poor service and very difficult to get hold of.
We were with Octaplus and they were “sold” off to this company
This company will claim you never had a contract with them and claim you never pay your bills and then blame you for their poor service when you can’t get hold of them.
Looks like many users are in the same situation when you look at the overview of this company
Avoid at all costs