The One Broadband Arvostelua 

We are yet more Octaplus customers being transferred to The One.

We did see the e-mails from The One about the transfer over and we asked multiple times whether we could simply remain on our existing internet speed provided by Octaplus when transferred to The One (we have e-mails to prove this). Then suddenly, out of nowhere, we were disconnected on Friday 29th July 26'.

As others have mentioned, we cannot reach The One via phone and they don't respond to e-mails. It's utterly appalling and I would strongly advise anybody thinking of going with The One to completely avoid them.

Following the first response from The One below, I can confirm that we have 2 invoices from The One (latest invoice 37770) - so if we were not customers, why would we have received invoices and indeed an internet connection following Octaplus leaving the market?

Regardless, if you are supposed to be handling a transfer of customers to your service, you should have an available phone system or at the very least, a e-mail contact which actually provides a response. I noted 'customer' in inverted commas because I don't believe it applies here, even though it should.

Second update: If you've read this review and also read their two unprofessional responses, it tells you all you need to know about their customer service, or lack of.

It’s horrible. Constant service outages. Completely ignore emails. Payment issues all the time.
Was forced to switch to these guys due to Octaplus closing down.

PSA: Just cancel your direct debit. You have no contract with these guys. Find someone else immediately! There are many deals right now on MoneySuperMarket with cashback from Quidco!

I can't say that I would recommend taking a service with TheOne.

I am yet another Octaplus migrant who is suffering a sudden loss of service for no reason with no response to requests for support. I don't have any access to login details for their site like many others have said and there doesn't seem to be a process to get these details. There are no service status pages to inform of issues ongoing or planned.

The service has actually been fine up until this point so something bad must have happened in the background. They are not answering their phone, just claiming it's busy. Not sure they responding to emails. This seems to be the only avenue to get service so out of desperation I'm leaving a review here.

EDIT - I did recieve a response on email over the weekend asking me to check my PPPoE settings which I've never been supplied with. My connection with Octaplus had been using DHCP and that's one of the reasons I signed with them. The settings didn't work and I was told my connection would be restored by Tuesday. It came back Monday morning but I had to use my own router rather than the supplied router and my speed is now half of what I am paying for. I have also lost my Static IP. I have tried to contact them about these issues but have not had a reply yet.

EDIT 2 - To be fair to The One they did address the majority of my concerns pretty quickly on the Monday getting me back up and running. I am now seeing full speeds and have my static IP again. They haven't addressed my concern about having to use my own router though. I have decided to up my rating on reflection. They did reply to mails over the weekend so they didn't totally ignore me and they were pretty quick on Monday to try to resolve issues. I don't know if this could have been done over the weekend but I have a feeling this was not possible until the Monday for some reason. I feel they would have done it if they could have. So far the connection has been fast, stable and reliable so hopefully it was just teething issues.

After several years of excellent service with Octaplus, we were told our provider would be migrating over to The One. We discussed various options via email regarding new deals, but after a few weeks the correspondence ended. Despite all services being migrated we've been left with no Internet. No word from The One and their phone lines are down. To add insult to injury, we've also been charged for the month in advance. They are completely unreachable so therefore a direct debit cancellation seems to be the only way forward, with no prospect of getting a refund for the service we 1) haven't agreed to 2) haven't received.

I am extremely disappointed that my service was disconnected yesterday, particularly without any successful communication or resolution beforehand. I understand emails may have been sent, however I unfortunately missed them, and I find it very concerning that the service could be disconnected so abruptly given how essential connectivity is today.

Last night, I signed a new 18-month contract at a higher monthly price in good faith, expecting continuity of service and a prompt resolution. Despite this, I am still without connection and have been unable to get hold of anyone for support.

This disruption has caused significant inconvenience to our household, as we are high users of the service and rely heavily on it for daily.

If the issue is not resolved promptly, I will unfortunately have no choice but to raise a formal complaint with Ofcom and pursue the matter further.

I have been on a 2-year contract with octaplus, and right before it expired I got a new contract for faster wifi. After finding out that octaplus got bought by 'The One' i couldn't access my octaplus account anymore. From there the wifi started declining in speed, until yesterday afternoon (28/05/2026) around 2pm, when it was completely gone, and the 'internet' light on the router is not there anymore. I did some checks and reset the router, by switching on and off and restarting it, then i switched off the power completely and let it sit there for a bit before switching it back on, but nothing got fixed. So i called octaplus and they said the contract is disabled for some weird reason, even though I have been charged every month and the last payment was at the beginning of May 2026. So i called The One, and the automated voice says they are busy due to a large amount of income calls, so I had to send them an email and have to wait for a reply back through there. Since the automated message is saying to everyone calling them that they are busy and cut the line automatically, then there is no one actually on hold with them at the moment. In the meantime I kept calling them yesterday, but got no answer; called back before 6pm and it would say they are already closed so I had to wait until this morning to call them back. So today (29/05/2026) around 8:30am i called back, knowing that they are closed, but the automated message actually said they are busy with a flood of income calls, even tho they said they open at 9am. I have been using hotspoy for my laptop and other devices. I hope they will fix the issue before I run out of data. At this point I am willing to chuck the router in the trash can and move immediately to another company if this doesn't get fixed.

Utterly apalling service!
Since being transferred from Octaplus (which was a good and mostly reliable service) I have recieved numerous threatening emails to disconnect my service if I don't sign up to a new and more EXPENSIVE contract, which i'm sure must be very illegitimate business practice, and possibly contravening OFCOM rules.
My communications to The One via email have gone unanswered, and
my internet service went off yesterday whilst my 2 year old grandson was happily watching his favourite TV program, try explaining that to a 2 year old!
'The One' have again lost another customer with the farcical changeover from Octaplus....you couldn't make this stuff up!
My advice is to AVOID The One at all costs. Would rate them 0/5 if I could.

I was moved to them from Octaplus, I cannot get through to them on the phone and they ignore emails. I had a static IP
and a 900mbit synchronous connection that functioned as such, after the move I was behind CGNAT so the static ip didn’t route, the upload dropped from close to 900mbit to 150mbit, I can’t get through to them to even cancel as they are in material
breach of the contract that I signed with Octaplus, I was out of contract with them. I have waited to see if it improves or if I hear back but there’s been no improvement. Absolutely terrible ISP.

In response to the reply I have emailed the support email address numerous times and have yet to receive any responses. I have also phoned but been unable to get through to anyone. The support is non-existent or at least beyond the bounds of any reasonable SLA. The formal complaint has also gone unanswered.

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There doesn’t appear to be an option to provide further information here that is not public, I’m not seeing a Trustpilot request for information. That aside I have emailed that email address several times from my account email address and have had no response, support should not really need a public review to prompt a response.

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I’ve found an email from them which had gone into a junk folder, the link has expired now as it only lasts for 3 days.

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I guess the customer service here is just as bad and to add to being non-responsive it is also rude. Perhaps you might check your email and you’ll see that I am indeed a customer and one that has started the process of moving away from you. Based upon the other reviews it seems fairly clear that I am not alone in my experience so to anyone reading this I’m sure they will see consistency on my side of the story rather than with yours attempting to write my review off as jargon/fake which it is not. I cannot reply privately and am not going to put personal details on a public review page.

Internet outage and when you call they claim to be busy and hang up immediately. Seeing that they respond on Trust Pilot when they get negative reviews so here’s to hoping I can get a response or open my account via Trust Pilot 🫠 yes I am one of the Octaplus migrants. Just need internet that I’m paying for. Also, paid for 900MB but been consistently getting 150Mbps. Waiting for a witty response as they seem to be very good at that.

EDIT: still no response to my email. Still no internet connection 22 hours later

EDIT 2: I’ve sent an email with the name on the account. Ticket 806

EDIT 3: they say that the fastest way to get a response is by sending an email but nobody is responding to emails either OMG! I cannot imagine going through an entire weekend with no WiFi that I’ve paid for!

EDIT 4: very grown up reply. Thanks. So does that mean we are out of contract? And we can both move on? May I please have that in writing in an email because as far as I’m concerned, I do have a contract with The One. Happy to share said contract 😁 don’t be snarky when it’s your fault.

EDIT 5: I have shared the contract on email. Kindly confirm the termination of said contract on that email. You cannot dismiss my claims on having a contract when it exists and choose when to answer me or not! Respond to the email saying that we aren’t in contract and happy days for both of us

My Name is Mohib Ali i was with Octaplus broadband three months ago I was told by email that The One broadband was taking over the broadband service it was all fine until about 3 weeks ago when there was no broadband for few days or it will come and go it will work for few hours then it will not work, i have been emailing and phoning the company everyday so I can cancel the service but no one from the company gets back to me. At the moment i want to join a new provider and pay the money i owe to the one broadband, i just want to see the back of this company. I would advise people to avoid this company at all costs.
UPDATE: After reading the many negative reviews and the responses, I have now emailed a Formal Cease Request via email; waiting to see if they respond to that...
UPDATE 2: Writing this following their response below - I actually did respond to your email regarding the new router on the 16th May (22.23pm if you want the exact time since you are having that tone). Main issue is the lack communication and responses despite the many many emails I have sent. The new router email is the only one and they never responded again following my response to that. If only their customer service was as prompt as they were in responding to the negative reviews they (rightly) were receiving on here. To be clear, I only got confirmation of them receiving the Cease Request through this rather than via email!
UPDATE 3: Thanks for the petty response as seen to the many other negative reviews here. And also for confirming how quickly you respond on here rather than actually doing your job and providing customer service by responding to emails. Funny how you actually did send an email straight after seeing this - that takes the total tally of 2 emails from you compared to my 10+ emails. What's sad is how you are literally proving me right and showing to all the other people that come onto this page that you spend more time on here instead of doing your actual job dealing with issues. Even an apology for the terrible service would go a long way but I won't be holding my breath.

Migrated to The One Broadband from Octaplus with a valid contract in place: 12 months, 900 Mbps, £25/month. Instead of honouring these terms, they billed me £32 twice – an overcharge of £14.

When I first contacted them on 29th April, I received no response for two weeks. Only after sending a follow-up on 13th May did I hear back – and their response was simply: "We can offer you the price of £27 per month on an 18-month contract. Please let us know if you are happy to proceed?"– with no mention of refunding the money they incorrectly charged me. No apology. No explanation. Just an attempt to lock me into worse terms.

I then submitted a formal complaint on 13th May 2026 with full documentation. Their own Complaints Policy promises an acknowledgement within 2 working days and an update within 5. It has now been 14 working days and I have received nothing.

Today, 27th May, I sent a further follow-up email – which I fully expect will be met with the same silence.

The level of incompetence and disregard for customers is shocking. Avoid.

Migrated from Octaplus on 28 April 2026. Six weeks on, two issues remain unresolved despite repeated emails:

SIP/Digital Voice credentials never supplied. I provided full router details on 17 April (eleven days before migration) along with a structured request for the seven SIP fields I need. No reply. Support@ team asked the same question again on 18 May, suggesting the hello@ thread isn't visible internally. Landline still dead 41 days later.
Static IPv4 stripped on migration. Octaplus provided a non-CGNAT IPv4; The One has placed the line on CGNAT (100.74.x.x). This breaks remote monitoring of property security and fire safety systems during an ongoing renovation.

Connection itself has stabilised at full speed — credit where it's due. But the two issues above were both predictable, both flagged in advance, and both remain unaddressed.

Update 27 May 2026: Posted a review yesterday and Chris from the service management team responded today. The static IP has been restored and confirmed publicly accessible — the main thing I needed. He also flagged an MTU adjustment, though the FRITZ!Box 7590 handles this automatically so no action was needed on my end.
One item still outstanding: SIP/Digital Voice credentials, now with the provisioning team. I'll update again once that's resolved.
Reflecting on the situation — the Octaplus migration appears to have left The One Broadband with very thin information about inherited customer setups. That doesn't excuse six weeks of silence, but it does provide some context. When the right person got involved today, the response was fast, practical and genuinely helpful.
Upgrading from 2 stars to 4. The connection itself has been solid and fast throughout. The problem was the migration handling and the initial silence — not the service or the people once properly engaged.

The One Broadband has been extremely disappointing. I was transferred to them from Octaplus, a provider I never had any issues with. Since switching to The One Broadband, I've experienced frequent internet outages and unreliable service.
What makes the situation even worse is the lack of customer support. It is incredibly difficult—if not impossible—to speak to anyone when problems occur. The communication and support are virtually nonexistent.
Based on my experience, I would not recommend The One Broadband. The constant disruptions and poor customer service have made it one of the worst broadband providers I have dealt with.

*Update*

I still have had no reply from The One Broadband to any of my emails and the phones still just end my call after a message saying how busy they are. As this is the only place that seems to get a reply, I would like to leave your service. Please contact me so this can be discussed.

Shocking service
Off the last 2 days when I get up. Message connected without Internet. Now multiple times since transfered from Octoplus
No apologies when reconnected. No contact to say sorry for issues and we are looking into this matter. Can't find account to login. Only contact email (waste of time)
Customer service non exsistant.

Oh yes I have I emailed the same day with a message saying morning at 9.30 but I have not reset my router unsure where your coming from with this. But also perhaps check your e mails sent 26th May at 3.23pm

So today you have e mailed asking what you can do for me on the same mail address I sent mail from 26th May.
Don't know what's going on your end is this 2 different departments and no one as chatted to each other seems like crossed wires here to me

The handover to The One Broadband has been abysmal. Since the 1st of May, I've lost the IP address I was paying for and I've experienced repeated outages lasting anywhere from 5 minutes to several hours, mostly overnight.

Today, I'm dealing with an outage that has now lasted 22 hours, which started after I emailed support to ask to be released from my contract and requested written confirmation. Instead of any clear response, I've simply been left without service. At this point, I genuinely cannot tell whether this is retaliation, whether I've been dropped as a customer, or whether it's just another issue with the CityFibre connection.

Trying to contact the company by phone has been pointless. I've called at different times and only ever reached a TTS recording telling me to send an email. I’ve not been able to get through to a real person at all. Reviews stating that they managed to talk to a person are suspicious at best. I checked LinkedIn and saw very few people listed as working for the company, which honestly made the lack of support, communication and poor quality feel less surprising.

I will be reporting The One to OFCOM. I strongly advise against signing up unless you want to end up without internet, especially if you need it for work like me.

2nd time I've had to post on here, everyday we have outages, now on the weekend the call centres closed and have no response from email.

Been down for 4 hours but no updates
Avoid if you require reliable broadband !!!

Octaplus Broadband. to The One Broadband.
Tried email communication several times over the past 6 weeks.
just wish to know am i able to switch broadband supplier with out penalty.
chris w. swindon wiltshire uk

Former Octoplus customer with no issues. Switch over was a disaster, no service for days then sporadic for days. Been up and down ever since.
Currently have no internet and been that way for 48 hours. ZERO! I am sending this over mobile data. If you ring them it gives an automated message telling you to email then hangs up. They claim you can WhatsApp them - you can’t. If you email them you get no reply. Oh no, I did after a day - someone said to turn my router off and on. Jeez… never thought of that.
Now on 3rd day with no internet, it’s Saturday of a bank holiday weekend and their support hours are Monday-Friday 9-5 so looks like nothing is going to change for a while…
You can’t access your account, no idea what my actual speed is or my account number. Of course, all payments are taken promptly. Have raised a complaint and advised cancellation of contract due to degradation of service for an unreasonable amount of time. Let’s see if they reply to that.
Avoid at all costs. I never chose them in the first place, so would advise you don’t.

EDIT: Reply below. Still no service. We are now 6 days with no internet.
FURTHER EDIT: I have emailed your support, no reply!
I have emailed to cease contract, no reply!
I have emailed again following your request on here, no reply!
Is this how you are going to communicate with your customers without internet - via Trustpilot? Total joke of service.
FURTHER FURTHER EDIT I still have no reply to my emails to your support, good that my contract is ending but are you now not interested in getting me back online for the service I have already paid for? Your support closes in 20 mins so I suppose I have another day of no internet connection.
If anyone is reading this, please please do not sign up to The One. I notice you have now removed the WhatsApp option from your Contact Us page and the phone option still says you are busy then hangs up. No idea how anyone is supposed to contact you other than via trustpilot….

FURTHER EDIT… Getting stroppy with your customers via trustpilot is not making you look good. I do want to leave and you have confirmed my end date is 8/6 but you take payment in advance for service so what happens to the current service, are you just giving up on your contractual obligation 12 days early? You still haven’t addressed why I have now sent around 10 emails (as you requested) to your support email but no one ever replies. Seems to be a recurring theme if you read all the reviews on here. Can you let me know when I’ll be refunded for the lack of connection from 21/5 to 8/6?

Absolutely appalling. Since the Octaplus switch over (who I originally singed up to) the internet has had constant drop outs. The support team are non existent, you cannot phone them and they don't reply to emails. Do not join this company and use one of the other city fibre ISP's!

** Update after The One Replied**

They state that I’ve been online and stable for 2 days. This is completely untrue. Couldn’t watch the football on Saturday because the Now TV app kept buffering every 2 minutes and was forced to use my 5G all weekend on my phone. The whole weekend my internet has been shocking so no idea what they are looking at!

Transferred to the one from Octaplus and it was nothing like the seamless transition that was promised. Firstly the broadband went down numerous times in the 1st week meaning no gaming for the 11yo, you try to explain that to a mad gamer who’s constantly online to his friends playing games. Secondly the signal then decided to just randomly drop, freeze or cut out whenever we tried to use it and that was after the supposed fix that was emailed a week after the transfer.
If you do have issues, then don’t expect an answer on the phone as it just goes to voicemail saying we are busy and no option to leave a message. Emailing them is worse as it’s not even acknowledged, let alone answered.
Will be switching at the earliest opportunity, if I can ever tell them I’m leaving