The One Broadband Arvostelua 

After being transferred from octaplus, the transition was seamless but they've now cut off my internet it seems. Phones don't get answered and my emails have been unanswered for 24 hours now. I've had no internet and as I work from home this is pretty critical. I cannot log into my account either because it claims my email does not exist. This is absolutely unacceptable levels of service quality that I did not sign up to when purchasing with the excellent customer service from octaplus.

Update:
They finally got back to me, by asking me to re-sign a new 18 month contract for more money to reinstate my service. I'm mid contact with octaplus, something they guaranteed to commit to. There was no warning, and no explanation as to why this has happened. Obviously I'm moving to a new ISP because now I've got no internet for two weeks. This feels more like a mafia shakedown than a working company.

Octaplus transferred my 92 year old mother to 'The One' broadband and landline a month ago and she still has no landline working!
Tried numerous times to ring a person but just get a message then cut off.
Tried emailing them and just get the same message;

Our support team is currently investigating a number of telephony issues affecting some customers following the migration. We have logged your report regarding the fault on 01924 ****** and have passed this to our technical team for investigation.

Asked them to ring me without any calls!

Rubbish!

Will be transferring ISP ASAP!

Customer service is basically none existent, phone lines have been cut off with an automated message for literal months now.

Connection has been unstable and intermittent for weeks. No reply from email customer service.

I switched to Aquiss and they have been amazing, same speed but perfectly stable connection plus 6 months half price.

Been with Aquiss for weeks but I've still received a fresh invoice from The One.

Of course the phone lines are still going unanswered so I've had to email them requesting a refund due to not actually being with them anymore.

If I don't get a reply within a few days I will report The One to ofcom. And I will cancel direct debit and refund any unjust charges they invoiced me via my bank.

This company is shoddy and literally still charging me when I'm not even with them anymore.

Update:
(The one claim that my invoice is for the may period, when it clearly states I'm being billed from June 1st 2026 - June 30th- 2026. My contract with them in May. Their reply here does not solve the problem I listed. And their customer support still hasn't replied to my email. My review score still stays at a 1/5, this company is completely inept)

(Edit 2. They claim I will not be charged for the June 1st - June 30th period. But the charge has just come out. I've been charged £29 when my direct debit has apparently been cancelled.)

Signed up to Octaplus, no issues.
Moved over to The One Broadband, had no issues, till yesterday, where no service has been received at all.

Called and left a voicemail. Emailed, no reply.

Unsure what to do when recieving no service and no contact at all.

Currently looking for a new service provider.

Edit: The One Broadband suggested that I had not completed forms to transfer the service from Octaplus to The One Broadband. Octaplus inform me that all details were passed on. Have moved to Toob.

higher ping and inconsistent spikes after octoplus migration and they dont fix it the internet with octoplus was perfect stable everything i needed now there is constant ping spikes please fix it

Edit- response from them regarding not paying bills is totally incorrect too! Funny how they called to pay the first invoice when the switch happened as the direct debit didn’t automatically continue! Just lies on lies on lies as cop outs for the poor service. Shambles

I’d like to make the point even if bills hadn’t been paid you don’t leave your “valued customer” with no broadband service at all for 10 days with no response to then come back with that excuse! Which to reiterate the point is still a load of lies😊 If 3 invoices hadn’t been paid like you said then why didn’t you chase for payment once? Why didn’t you respond to my 15+ emails with a simple explanation? Because it wasn’t true! You messed up!

And I suppose the other hundreds of customers who you have done the same thing to haven’t paid their bills too? Laughable company.

People just move! I had a new service put in I went with Vodafone for £25 per month (half of the price since they tried to also increase the bill may I add). They actually speak to you on the phone oh and actually reply and don’t lie!

If I could give no stars I would! Avoid avoid avoid!

Not with them out of choice the company I was with originally merged with them.

So far today my broadband has been down since 1:30pm since my first email (because every number they have doesn’t ring) they sent me one reply with the basics of resetting the router.

I have since then replied with results of doing that (nothing). They have not once emailed back I have since then sent 7 emails yes 7 emails and not a single response. I have been down now for 6 hours I work from home so couldn’t even finish my days work.

This company is clearly a shambles and doesn’t care about “Customer Support”! But may I add oh they are quick enough to call you when a bill needs paying! I suggest you sort your priorities out and get my broadband back on I think nearly 7 hours has been long enough don’t you?

Can't get hold of anyone by phone. I called throughout the day at various times and it says they are experiencing a high volume of calls and to email them. I tried exactly at 9am (tried at 8.59 and answerphone says they open at 9am) and I still get a message saying they are experiencing a high volume of calls and to email them.

If you email them then you get answered the next day and the messages aren't even clear and don't answer your question. I asked about the procedure to cancel and they sent me a message that they are collecting the router on a specific day. The emails aren't answered in the same day and you can't even call them no matter what time of day. Glad I'm leaving them even if it was inadvertently.

Since moving from Octaplus, we have experienced constant dropouts - no intent to honour our original contract with Octaplus that included a static IP at no extra charge as it 'wasn't on the invoice' (why would it be?).

Phone lines are clearly turned off with an autoattendant effectively telling you to do one.

I have emailed several times over the last couple of weeks to resolve this before giving up and requesting to cease the service, of which I received a canned response 4 or so days later informing me 'they see no issues with my service!'. Cease my account. I have cancelled my direct debit. Get off my line so that I can switch providers.

Taken over from Octaplus that was reasonable experience. Not great but reasonable.
From the first day service was intermittent. Internet kept dropping out or slow speed.
Being realistic I don't expect that from 900Mbps I will get 800-900 all the time.
I would settle for 500 - 900 if connection was reliable.
I have to wait 10sec to start playing YouTube and it's not 4k.
I have 1080p max settings on my player so anything that or bellow.
So on average HD stream and it has difficulty to buffer the stream.
To Theone broadband Customer service.
My Address Yo265be No 10
Yesterday I had virgin media salesman knocking to my door.
I will research how to stop my contract cause after over month from switch, we have constant interruptions.
Somethings tells me they use incompatible servers or equipment with modems we got from Octaplus.

So my last review for this company just to warn others who you are dealing with.

1/ Call phone support number, it says email customer support cuts off.
2/ Sent 20x emails, with various questions about my account past month, not one reply.
3/ Gave up so emailed again asking to terminate account as One click switch doesn't work when trying to move to another supplier , and they never sent me any account details for my new account with them so could not transfer.
4/ Trustpilot replies from staff say email support they will sort, mmm !!
5/Then on holiday last week connection gone completely.

So one of my emails had been actioned with no common decency to reply to me saying your account will end ?
NOT ONE EMAIL SAYING IT WAS BEING TERMINATED, DATES ETC THEY JUST CUT ME OFF WHAT KIND OF COMPANY DOES THIS?

6/ I now have no internet until my new provider kicks in next week.

7/Hopefully the city fibre line is free from One Broadband (please check all your services are removed from my line) and I can get a company that actually answer the phone / email.

Thanks One Broadband, great service.
Regards a once Happy Octaplus Customer.

We signed up with Octaplus and it was great. Then The One Broadband came along and ruined everything. Internet drops in and out more times than you can imagine, I use WiFi cameras to monitor my dogs whilst at work, so the constant toss of a coin as to whether they are connected is far from ideal.

We try to contact the one broadband where we get sent straight to answer phone and never an option to leave a message. We then attempt to email to resolve the problem and it’s like your speaking to a wooden spoon. Customer service is so unhelpful and come across very rude.

Have been trying to cancel for a while, but believe it or not, we cant get through to anyone.

Bottom line is if you want to pay £30+ a month for an unreliable, pretty poor supported broadband service then this is the one for you. If like everyone else, you want something reliable, shop elsewhere.

Update,
I provided what you asked for in your reply, been over a week and still waiting to hear back from you.

Update,
Can you please reply to my emails, or request the information again. I want to cancel my service and move to a reliable provider.

AVOID LIKE THE PLAGUE. Absolutely appalling customer service. I’ve been trying to contact them each day for 32 days straight and have no response. The phone line tells you “they have a high volume of calls” and hangs up. The emails go unanswered. My broadband hasn’t worked for a month, and only the ISP (the one broadband) can raise a ticket with city fibre, but the one aren’t contactable. DO NOT USE THIS COMPANY. Update - they then miraculously respond in hours to the trustpilot reveiw. Asking me to contact them on their support email address!!! Guess what?? I’ve emailed them on that email address every day for a month and they never respond. Jeez. The lack of self awareness is staggering.

If I could leave a negative review, I would.

Against our wishes we were switched from Octaplus, who we were fairly happy with. Since then however we have changed again to a new supplier for the following reasons:
USELESS INTERMITTENT AND SLOW CONNECTIVITY, NO CUSTOMER SERVICE, NO RESPONSE WHATSOEVER
AND COMPLETE IGNORANCE OF CUSTOMERS. You have the audacity to advertise both contact numbers and email support but in a month you have not responded. You have a lovely almost professional website but thats the best thing abouut you. It seems the ONLY place you respond is on trustpilot as well!

If you are thinking of joining the one, don't bother; perhaps just flush your hard earned money down the loo. You might get better support.

NOW THEY WANT TO KNOW IF I AM A CUSTOMER! THEY DON'T EVEN READ THE REVIEWS PROPERLY.

So sent 10 or more emails no reply, no one ever answers phone I have no internet, and no one in your company responds, has my account been cancelled?
You are taking money and not providing service, can’t switch as it says one switch transaction available error it’s like I don’t exist disgusting the way you are treating octaplus customers. Strange how you reply on here but not to one email.

Why does one switch not work what are my account details to move?

I had no emails from your comany confirming date it was ending nothing.

I was previously a very happy customer of octaplus.

I rarely feel the need to write a negative review of anything. However I cannot stress enough the dissatisfaction I feel with this company.

Since being migrated, I have received emails threatening cutting off service regarding the changeover of direct debit, which I was ASSURED would be sorted for me, with no intervention required.

We have faced multiple service outages, one of which is currently unresolved right now.

I am yet to speak to a single member of staff over the phone. Every single call is met with an automated response, which hangs up on me.

My emails are met with short or template responses, usually only responding to a technical issue, and not to my general issues with the company itself.

I would highly recommend avoiding this company unless some serious overhauling takes place, which I’d be surprised to see…

Edit: I now have internet again after multiple days of downtime. My ONT was on the entire time. The issue was not at my end, it was with the service provider.

Edit 2: as above, I have got my service back, however it has dropped out a number of times. I currently pay for a 900Mbps plan, and on average from Speedtest.net tests, I am receiving around 50mbps. I have received as high as ~250 and as low as 13.

I would also further like to add that I have still had none of my customer service / contract related emails replied to by your company.

I have sent numerous emails and tried calling over the past few days in order to cancel my contract. This seems to be the only way to get a response from yourselves. Please could you give me a recognition that the contract will be terminated.

Update: I have given you the name of the account holder to cancel yet you just seem to recycle the same message over and over again! I have done as you asked and sent an email and expect that my contract will be terminated as soon as possible. I have a 14 day cooling off period and this is day 5 of trying to cancel, there is no reason why this should be so difficult, i am well within my rights so honour your own policy and cancel it so we can both move on.

Update: You have not sent any emails for the past 5 days and have not responded to any of the emails I have sent? I have sent 2 this morning which have not been replied to? Is it cancelled or not?

Update: Thanks Bob in services for sorting this out.

Please people do not signup to this provider.
They have poor customer service, you cant get hold of anyone over the phone lines are always busy I have been trying to call for 2 months.
There main method of communication is emails.
Email respond time is another issue.My children are doing their A-Levels and they had to make other arrangements because the Internet was down during the time of them doing assignments.
I transitioned from octaplus, I was happy with them.
Now I am stuck with this for a few months.
I cant get hold of them, but they now how to collect their direct debit.I am paying for poor service.
I will never ever go with them again.
I would like to leave them under the consumer rights act.
I am paying for a service thats not deliverying.

Terrible doesnt cut it.

I am another of the unfortunate souls who have been sent over from octaplus. My service was great the whole time I was under octaplus now these lot are testing my sanity.

Broadband went down a few times but only for a couple minutes at a time so I let it go. Now however its been down for approaching 24 hours with no sign of going back on.

First of all what broadband provider is closed at the weekend? Do they expect broadband to behave over the weekend so no help will be required? However, even when the lines are open you get a pre recorded message of phonlines being busy then hung up on. Email in there words is the fastest way to get in touch. Another farce you receive 1 email reply thats as useful as a chocolate teapot. Genuinely 1 of the emails I got after starting a fresh chain was "yes there is an outage we are trying to fix". Now fair enough they've acknowledged the outage finally but jeezo more info please. Sent a follow up email with questions and, this will surprise you, no reply.

Ive been took for an absolute kipper with them. Got a call a couple weeks before the handover was announced to renew with octaplus which I done. Then I get landed with these cowboys.

Honestly dont go anywhere near them your better having a conversation with a unicorn if you have problems which you will have.

They do seem to reply better on here oddly. So once I finally get up amd running rest assured I will get the contract binned as they are not holding up there end and im not wasting money. Oh which reminds me the are quick to send invoices out and also send emails threatening to cut your broadband when payments not due for another week.

Truly yours

Guy with no Internet.

Coming from Octaplus. This company is a sorry joke. No phone support, email is so slow it may as well not be at all . When internet is down you need to go find another internet connection to send email because they do not have phone support. Then again if you want to check whether they replied.
I am cancelling the contract, they are not a real bussiness, just stole Octaplus customers.

Excellent broadband, I've read all the other reviews and that is not how my experience has been with this broadband provider. I was with virgin media paying £70 a month for a shockingly bad service. City fibre was installed in my street so decided to take a chance and change provider I'm glad I did we run multiple devices including 2 xbox1s smart televisions and mobile phones and the service has never dropped or went off. Currently been a customer for a year and not one problem I would definitely recommend