The One Broadband Arvostelua 

I have had an extremely poor experience with The One Broadband since being migrated over from Octaplus. The service has become very unreliable, with repeated issues and currently no internet connection at all.

The most frustrating part is the complete lack of customer support. When you call, there is no option to speak to anyone. You simply get a prerecorded message telling you to email them, and then the line disconnects. I have emailed them about the current issue and have also sent previous emails, but I have received no response at all.

Being left without internet and with no way to get proper help is unacceptable, especially when broadband is an essential service. The lack of communication and support makes the situation even worse.

Based on my experience, I would strongly advise others to avoid The One Broadband. The service is unreliable, the support is practically non-existent, and customers appear to be left completely on their own when things go wrong.

EDIT: Tried emailing support and have received an automated answer asking to follow tbe given procedure (which did not fix the issue). I need to close my account as you cannot provide the service. Please also refund the money for the days you were not able to provide any service. Many thanks.

Iit is the worse broadband. No one reply my email or call

I have switched to other broadband in april, since the worst quality i ever experienced.

I keep being billed, no one reply my email or call, I have to file the complain on ofcom.

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Hi Rex. Not sure if you are a customer of ours - so please respond to the Trust Pilot request with details of your account etc. Sincerely, The One Broadband Support Team
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What a surprise it is first respond from one broadband to question whether i am the customer. I have sent the email today to follow up my issue (reported one month ago) to support email at theonebroadband.co.uk.

so should i ask are you one broadband?

I was octaplus customer, and I got email from octaplus ,said it was bought from one broadband, my account migratd from octaplus to One at end of April, I am totally confused, u asked me to contact octaplus while I got invoice from One broadband in May.

I am happy not to be one customer, please refund my May invoice. I have sent the One support email regarding to my May invoice few weeks ago and today, I tried to call the number in the email, never get respond

Account Log in credentials
I was transferred over from Octoplus Broadband
I've sent 3 emails to One Broadband Support asking for my account login credentials. Had no reply. Telephoned numerous times you get a message saying there exceptionally busy I'm not surprised and told to email support, line disconnects
I also received an email to tell me there have ported my VoIP number and login detail to enter portal, There have a completely different router to mine I'm using Octoplus TP link and unable to register the wrong router so can't see phone call received and made useless.
Have not received any monthly bills just money taken by direct debit.
So can someone please send me my login credentials I don’t think it too much to ask for

Absolutely shocking service since taking over from Octaplus. Daily dropouts - getting up on a morning to no internet service at all until about 8.30/9am, even with router reboots. Reached out to customer support for them to advise they've fixed the problems, only to have the issue continue.

Made the decision to terminate my service with them due to their inability to provide the same standard of service I had previously enjoyed with Octaplus. Notified them of my intentions to terminate the service asking for confirmation that my service will end on June 1st, and asking for final billing details and instructions on what to do with the router. Have since had them offer me a new router, ignore my response for 4 days, and then when I've chased them again today they've again asked for a photograph of my router. I have again requested a response to my termination e-mail, once again asking for the requested details and have simply had a response "your final bill amount will be deducted automatically from your bank account". No confirmation of termination, no breakdown of the final payment amount (cos they can go and jump if they think I'm paying early exit fees cos my contract was with Octaplus not these cowboys), and still no instructions for the router. Have sent an e-mail back again asking for a breakdown of the final price, confirmation service will end on June 1st, and instructions for the router. Awaiting a response but if I don't get a direct answer to my requests, the direct debit will be cancelled and they can chase me cos I'm sick of chasing them.

Absolutely SHOCKING customer service, on top of p*** poor internet service.

AVOID THESE COWBOYS.

Edit: I was using an uncertified router.. you mean the router provided to me by Octaplus, whose customer base YOU took over??

2nd Edit: As you can tell from their response they're quite argumentative. They took over another company's customer base - perhaps if they deem that company to use inferior equipment, they should've done more due diligence before doing so! If my business had a 2.0 score on TripAdvisor I wouldn't be arguing with my customers, I'd be apologising.

I was migrated from Octopus Broadband to One Broadband when Octopus ended its broadband service.

Since the migration, the connection has been unreliable. I get regular dropouts, game disconnections, jitter on Teams calls, and periods where the broadband is unusable.

I had a static IP with Octopus Broadband, which I use for hosting servers. This has not been restored, despite it being part of the service I had before the migration.

I have emailed several times and tried calling the available numbers. The phone lines play a message and then hang up. I have not received a proper response or resolution.

I am now treating this as a breach of contract and will escalate through the Direct Debit Guarantee, Ofcom, and the relevant ADR scheme if it is not resolved.

I would not recommend One Broadband to anyone who needs a stable connection or support when something goes wrong.

Internet gone for almost 24 hours now. No response. Never attends calls. Send an email, got a reply asking for address, and thats it. An entire day of work has been lost.

I would give 0 stars if I could, this company does not reply to emails. I want to cancel the contract because they don’t answer. Octopus actually used to answer and sorted problems out straight away.

I need someone to email me straight away as I have vulnerable parents who need to have their internet connection sorted as too many safety devices are connected to it and they have been without internet for 72 hours.

Extremely poor customer service, we will just cancel the direct debit if this is not addressed today.

TERRIBLE !!!

We are currently dealing with an extremely distressing situation involving Octaplus and the migration of our mother’s phone and broadband service to One Broadband.

My mother is a vulnerable customer, and her landline number is critically important because all doctors, surgeries, medical contacts, and essential services only have her current telephone number.

Over several weeks, Octaplus repeatedly emailed us stating that the service was being transferred to One Broadband and offering a “special deal” of £24.50 if we clicked a link or called their technical support line to continue the service. We decided not to proceed because they also wanted to charge an additional £13 for a VoIP phone connection.

When we attempted to switch to Virgin Media and Sky, both providers informed us they could not identify any telephone number available to port. To make matters worse, not a single invoice from Octaplus contained an account number or clear migration information.

The latest invoice then arrived from One Broadband, so we contacted them directly. There was no response by phone, and after sending a formal complaint email, we were told that we still needed to deal with Octaplus because “the service has not yet migrated.”

We then tried repeatedly to contact Octaplus ourselves, but calls either went unanswered or connected to dead lines. Today, we received yet another email from Octaplus warning that the service is due for termination on 20 May unless we click a link to continue migration to One Broadband.

This entire experience has caused enormous stress and confusion, particularly given my mother’s vulnerability and the potential risk of losing access to important medical communications.

We are now escalating this matter to Ofcom and Trading Standards and strongly encourage anyone experiencing similar issues to formally report them as well. If enough consumers come forward, regulators may investigate potential breaches relating to customer care, communications, contract transparency, vulnerable customer protections, and number portability obligations.

We would strongly advise others to think very carefully before entering into agreements with these companies.

They have replied below, unfortuntely no way to reply to the reply. So i will just put it here

" Dear One Broadband Support Team,

Thank you for your reply and for acknowledging the seriousness of the situation involving my vulnerable mother’s telephone service.
However, I must respectfully disagree with the suggestion that your company bears no responsibility whatsoever in this matter.

From a customer’s perspective, we received invoices and communications issued under One Broadband headed paper and branding, together with correspondence relating to the continuation and migration of services.

Naturally, this created the clear impression that One Broadband was commercially connected to, participating in, or facilitating the transfer process from Octaplus.

At no stage was there sufficient clarity provided to explain that:
no migration had actually taken place,
no customer account existed with One Broadband,
the telephone number could not currently be ported,
or that Octaplus remained solely responsible.

As a result, we have been left in an extremely confusing and distressing situation involving the possible loss of a vulnerable person’s long-standing telephone number used by doctors, surgeries, and medical services.

While you may state that legally we are not your customer, the issuing of invoices and service-related correspondence under your company branding inevitably creates a reasonable expectation of involvement and accountability in the eyes of consumers.

This matter raises serious concerns regarding communication transparency, vulnerable customer handling, continuity of service, and consumer understanding during provider migrations.

I will continue pursuing the matter with Octaplus, Ofcom, and Trading Standards. However, I would also ask One Broadband to formally escalate this issue internally and clarify:

why invoices were issued under your branding,

the precise commercial relationship between Octaplus and One Broadband,
and what protections are in place to prevent vulnerable customers from losing critical telephone services during migration disputes.

I appreciate your willingness to assist and look forward to your response.

Kind regards,
Don

Decided to Switch to The One Broadband as their rates are cheap and Trustpilot on their website was high.

Upon investigating turns out what is on their website isn't what's actually on Trustpilot. Have tried calling to cancel the switch, just an automated message that cuts you off. I've emailed 3 times and no response. Have advised I've cancelled the direct debit and now have to wait for the engineer to turn up so that I can turn them away before I can switch to an actually reliable provider who responds to their customers.

I'm another one of the Octaplus "migratees".

The One broadband works adequately 75% of the time, barely at all 20% of the time, and is completely broken for the remaining 5%. For someone that works from home, this is highly problematic.

No response to emails, no response to calls, no details shared about how to log onto my account.

Would love to move to another supplier, but suspect that The One will suddenly get very communicative when it comes to contracts.

Feel stuck. Not happy.

Update: So yesterday, I did actually get an email from their support team saying "are you using your own router? If so, please check these settings", I checked all the settings (which were already correct) but noted that the password they had provided looked different to the one I was using. So I changed it.

Surprise surprise, this password was in fact wrong, and totally locked me out of the internet. Luckily I was able to find my previous password on an email from the (competent) Octaplus team, reverting to this got me back to me previous woeful level of service, and "back online". I then see that this review's comment has been updated, as if whatever they did (aka nothing) was super successful and I should now be grateful.

I'd love to get confirmation from The One that any customer experiencing terrible service (and judging from reviews here and Reddit comments there are many) will not be contractually penalised for seeking a service provider that can actually provide a reliable service. Fair play to The One for taking on the customers of a much larger business, bold move, but it feels like their infrastructure and support teams are just not up to the task, which is a shame.

Update 2: You are suggesting that I change my password back to one that doesn't work? Hmmmm....I think that might be a bad idea.

Update 3: Gosh, how surprising, changing my password kicked me off the internet! Don't worry, I've changed it back and am now back "online", still experiencing terrible network speeds, huge amounts of packet loss and general woeful performance. Please just tell us how we can escape and move to an ISP that works.

I was a happy octaplus customer, i then recieved an email saying on the 20th that my paid for (and in a 24month contract which i started JANUARY!!!) is being terminated and i will be cut off!

I have emailed, i have tried calling i have even called octaplus to try and get them to make contact and nothing for days!! Contact my email!!!!!! If you do reply "the one" please rectify this and i shall change my review. Terrible first impression!

Also i STG if my PAID FOR internet is turned off i will do everything in my power to find lawyers to deal with a breach of contract.

MY NAME IS NATHAN COOKE 142 ANGEL ROAD NR3 3JA

*Edit* you ask for my name? are you serious?

Octaplus themselves have messagerd you regarding it 5 times! i have emailed in over 5 times! this is madness, what even is this "company"?????

I can provide emails stating that i have been transferred over, the billing issues are an ongoing problem over a phone line that was enabled on my account with ought my knowledge, As stated before i was paying more to cover a repayment agreement. I am using octaplus internet NOW TO WRITE THIS!

No i will not delete this review until i know whats going on, i have now signed a new contract with you guys so please check that if need be.

If you actually email me and give me someone to talk with we can easily fix this, yet no reply other than here.

Good i'm glad this company of yours is a disaster, i already sorted a new IP that arn't scammers or contract breakers. We all know your a sister company of octaplus and soon the lawyers will come.

No Internet at night time.
The worst customer service
I have been with them for 4 months and I can't say one good thing.
You can't speak to anyone EVER!
THEY DONT GET BACK TO EMAILS.
They can't even set up the direct debit
Please use any other company.

Since the migration from Octaplus on 29th April we have been without an internet connection. There is no issue with the city fibre connection coming into the house, we have the same WiFi router so this is not the issue either. I have tried calling to which there is no answer and the line just rings out. I have sent several emails to the support address and all I have received is a generic email back saying someone would be in touch but again I have had no contact from anyone. My wife and I work from home and have had to hot spot from phones in order to do our jobs. We have been 19 days without working broadband and seem no closer to a resolution. I have tried switching providers but this isn’t working as I am unable to provide my account number for the The One Broadband.
Update: This doesn't excuse the lack of customer service and non-response from your support team. There is no record on Cityfibres website of an outage in my area either. What has been done in the last 19 days to rectify this from your end?
Update: will this mean my service will return today? The OTN has been displaying all green lights. It is only the router that is displaying an orange light for the internet. So I am struggling to understand what sort of a 'Block' could be on. Can an official complaint be raised for my case? Can you also confirm that compensation will be applied in this situation. I am sure your records will show service has been down since 29th April.
Update: Can you provide me with an update on the escalation with CityFibre? When will service return to my home.
Update: I have emailed. We still have none internet.
Update: I have followed the instructions to update the router but this has not worked. I haven’t had any response from the support team to my last email stating the connection had failed. Can someone confirm what next steps are being taken to get me back online?
Update: I was informed that a new router is being shipped ‘shortly’ and that I would be provided with the tracking information. I have not received tracking information or confirmation that the router has been shipped.
Update: having logged in to the tracker it seems like fedex have not collected the package to deliver. Can you confirm this has been sent on a next day service? It’s is looking increasingly unlikely that this will be delivered on by Friday as stated and most likely means it won’t arrive until after the bank holiday. We are now 22 days without working Internet. Can you confirm that an official complaint has been logged and that we will be compensated for having no internet service?
Update: I have called Octaplus and they have confirmed that migration took place on the 29th April at 2.28am. The 19th of this month would have been when you first attempted to resolve the issue with my broadband. As of yet there is still no internet connection in my house as the new router is still in transit. I make that 22.5 days since I have been a customer of The One Broadband that I have been without broadband. The past 4 days mark when I finally managed to get some traction with your support team but I have had to resort to writing a Trustpilot review to make this happen.
Update: I have set up the router as instructed and there is still no internet. The internet symbol is red/orange.

Update:I have now been without broadband service since 29 April 2026 at approximately 02:28am following migration from Octaplus to The One Broadband on the CityFibre network.
Despite numerous calls and emails, the issue still remains unresolved after more than 23 days without service. I have also received conflicting information regarding the migration date. Octaplus confirmed the migration completed on 29 April, while The One Broadband have stated the migration did not occur until 19 May.
Due to the prolonged total loss of service, I have now attempted to migrate to another provider (Sky Broadband). However, I have been informed that multiple takeover attempts have failed or been blocked, which is causing further delay in restoring service to my property.
I have today sent a formal complaint email requesting:
* confirmation of the CityFibre wholesale migration/completion dates and timestamps;
* clarification of any pending orders, holds, or provisioning issues on the line;
* confirmation that nothing is preventing migration to another provider;
* details of compensation arrangements for the prolonged outage.
Given the length of time without service, I do not accept that any exit or termination fees should apply.
I would appreciate an urgent response to the formal complaint already sent to support.
Update: Thanks for confirming. Could you provide a more detailed response via email to verify the details below? I want to be sure I am returning the router to the correct address etc…

The One Broadband recently took over Octaplus Broadband, which transitioned seamlessly. Recently had email informing of a fault to be fixed along with outage for a short time, this was followed by an email informing it had been completed. Had an issue with minor incorrect billing issue, which was resolved by phone with Harvey in sales to my satisfaction with apologies for inconvenience. Very happy with response and courtesy from The One Broadband.

Edit: where is the communication from yourselves regarding the cancellation. All I have done so far is to ask to speak to someone about changing and you the only way you are communicating is through this. Are you sending it all to the other customer?

Edit: obviously have the wrong customer because all my bills are paid up to 31st May. Is that defamation, stating that fact on here?

As I can’t respond to the reply. Yes I did get an email back - over 24 hours after my initial email about being offline, still no response to my phone calls or any explanation on how I access the portal they have allowed me to use apparently to see my own account. They just keep making it worse. I found a phone number that gets answered but the notes are not to put anyone through to customer service. Pretty sure is because there’s no one doing it. I just want to leave but no one replies. It’s actually quite a good plan but hopefully will go wrong if no one else joins up

Is down more than it works, they never call back, service desk never picks up. Only time I get a response is when I give a terrible review

I would give this company zero stars if I could. I was moved to the One Broadbsnd via Octaplus. Since the takeover the system is constantly down. They do not respond to emails. I have no login details to access my account. I am now going to contact the ombudsman and raise a legal case against them. DO NOT USE!!!

Having terrible problems with my transfer from OCTOPLUS to one broadband mainly the fact that I’m unable to obtain a vat invoice for buisness and it seems absolutely impossible to contact one broadband by e mail or phone.

I was transferred over from Octoplus like many others. I am disabled and rely on many smart devices around my flat lights , switches etc and can not survive without a constant reliable service. Which this isn't. I have emailed them and left messages telling them I want to leave , but no one has got back to me. Do not touch them with a barge pole.

No service again. No way to contact them , well there is but never heard back from the last time.

All the other one star reviews are accurate in my opinion. Suffering the same issues .