The One Broadband Arvostelua 

I have no access to my account. I want to manage my account, check bills, etc etc but apparently those transitioning from Octaplus cannot access the portal.

Avoid The One Broadband at all costs.

I was originally an Octaplus customer and never once had any issues and then i was transferred over to The One Broadband. After enquiring about switching to Vodafone, my broadband service was suddenly disconnected only 2 days after they had already taken payment for the month.

At first I believed there was a fault with my home network and spent a significant amount of time troubleshooting the issue, only to later discover that my service had been intentionally disconnected. No proper notice was given despite me having paid for the service.

To make matters worse, The One Broadband then attempted to claim I was tied into a new 24-month contract, despite previously being out of contract with Octaplus. I never knowingly agreed to a new 24-month term and have asked them to provide evidence of this alleged agreement.

The whole experience has been stressful, disruptive, and extremely unprofessional. Disconnecting a paid-for service without proper notice is unacceptable.

I am now seeking:

* A full refund for the payment taken
* Compensation for the disruption caused
* Proof of the alleged 24-month contract

Based on my experience, I would strongly advise others to think carefully before using this company.

####### Reply #######
Not sure who's connection you are looking at but my Internet connection is still disabled. So Please stop trying to defend your position with template reply's to all issues on this platform.

This is confirmed by your support team with the following email.

"Your service has now been cancelled as per your request.
If you would like to have your service reactivated, you will need to sign a new 18 month contract

Kind regards,

Support
"

Recently been transferred from Octaplus, never before had an issue until this transfer. The WiFi strength is weaker and the WiFi everyday will have random moments where it goes. I joined Octaplus because it was good, now I'm stuck with this rubbish. I look forward to changing to someone else.

Having been transferred to "The One" after a few years of perfect service from Octaplus I can only say the following:

1 . Our Internet is intermittent, we have daily extended outages.

2. You cannot ring them. The telephone number goes straight to voicemail. They do not respond to these voicemails

3. The voicemail states you must email their support team. They do not respond to emails. I have sent 4 over a period of a month. Not one has been replied to and we still dont have reliable internet. What they will do is randomly email to say you need to setup a direct debit (its already setup) or they will cancel the contract. They then email shortly after to say it was sent in error.

Avoid at all costs. We are shortly going to be cancelling our Direct Debit.

Update- after adding this review and sending some more emails after repeat further outages, The One Broadband have been in touch via email asking for a copy of the router which I have sent.

They called today whilst I was at work and I provided them over the phone with my Wife's mobile number. Unfortunately they had missed a digit off and despite sending them the number again they have not called her.

They have however added an update here, saying they havent received an answer. You haven't been waiting for an email from me, and you haven't phoned my wife. Please actually contact your customers rather than writing public (and inaccurate) responses.

Got switched from octaplus, not had WiFi for 2 days numerous emails and phone calls with no response, no help whatsoever!
Now almost a week later no internet still, numerous emails to get one reply saying there was a missed bill, there was not, proof has been sent and yet still nothing. Absolutely shocking!
Update: I still have no internet and no reply to my email from weeks ago asking to close my account due to a move. Can someone please get back to me via phone call or even email so this can be resolved.
Update 2: can I get my WiFi cancelled I have been trying for over two weeks now.
Update 3: I have already sent you numerous emails notifying of wanting to cancel. I will be sending one more.

With the reliance on broadband in the home, I definitely could not recommend this supplier. They experience constant dropouts which is extremely frustrating. I will be leaving for another provider.

Was originally with Octaplus. They switched it to The One. I wish we had the option to source other internet providers because this has been absolutely shocking. I get the outages in the first couple days fine. But since then we have had nothing but problems. And everytime you email to say there is yet another outage; generic emails to say “we’re looking into it” then again it’s ok for 1-2 days then another outage. Again woke up this morning. No internet again. Which I’m sure like many others in 2026, it’s not just the internet it’s our TV that also won’t work without the internet so we get left with nothing. Absolutely shocking service, supposed to be paying for a 1.2gb we’re not even experiencing that.

They cant improve if they never respond to customers issues.

10 emails in a week and no response cannot contact by phone as it directs you to their website.
round and round in circles
The reason I now have sufficient connectivity is searching on the internet gave me a partial answer. A simple phone call should have resolved

the worst company i've ever seen. no one answers the phone, no email reply, carp service. its been 2 weeks still they didnt fix my internet and didnt even replied to my emails. i'v sent more than 70 emails but no response

everyone must ignore the company. bunch of fraudsters.

Absolutely terrible customer service more accurately no customer service was originally with octaplus got moved here and it all went bad didn't tell me I missed payments cut me off I paid the money owed but haven't resumed my service cant even contact them to cancel or switch to new provider so I would avoid this company at all costs

I have tried to contact them by email many times. I asked them many questions about my account as they never took my May payment which was supposed to be taken on the 1st.
I then received an email on the 12/5 saying if I don't pay my payment my service would be suspended in 48 hours. I have been trying to pay them since the beginning of May. Today they also sent me a link to pay, but the link did not work. They also never answer their phones. Never delt with a broadband company this bad.

Recently been moved over from Octaplus. The problem is, I cannot remember if I am still in contract or not and I am unable to view my account on either Octaplus or The One. When I try to call The One, I just get an answer phone, and there is no reply to emails. Customer service seems non existant. However I do receive my invoices.

The silence from their customer service is frustrating. I renewed with Octaplus 2 days before I found out they sold their consumer business to The One, which was never mentioned in the renewal conversation.

I got my first bill from The One on the 28th of March (29294) and replied on the 2nd of April informing them the price is incorrect - it was for the pre-renewal price, I received no response so assumed they were just busy and sorted the pricing issue. My second bill was received on the 28th of April (37878) which is still for the incorrect amount, so they clearly just ignored my email.

Their terms and conditions state I can submit a complaint which they will acknowledge within 2 business days, and if it's not possible to resolve my complaint quickly they will let me know the steps they are taking within 5 working days. I submitted my complaint on the 28th of April (7 working days ago) and haven't got a reply to any of my messages.

The only thing I can do is assume they're not going to honour the renewal, in which case I'm out of contract so I have sent them a termination email on the 1st of May, I also sent it via their contact form so they can't claim to have never received my emails.

Throughout all of this I haven't heard anything from their customer service team, not in response to my request for support, no acknowledgement of my complaint, and all I have in response to my termination message is the auto-response from the contact form.

I feel sorry for the customer service agents, they're clearly understaffed.

Update: shortly after posting this review they sent me a short email confirming my service has been cancelled, while it’s great to finally get a response, they didn’t mention when it would be cancelled. I assumed it would be in line with their terms which would be the 31st of May, they cut me off on the 14th of May.

The One really can’t be relied on. Avoid this company.

Update in response to the comment from The One: I’m not sure why you think I’m called Tony nor why you think I haven’t paid my bill, I have never missed a payment. All you have done with your comment is shown the level of competence at The One.

The network quality is always bad, its beyond usable in normal times and improves by a bit in a night. I can waste my entire day waiting for night just to get my work done. Thinking of switching over to act fibernet.

I'm one of the customers that was being switched over from Octaplus to the one.
On the date of the switch, everything was actually seamless and my own router was working and connected. However the speeds I was receiving were under 50% of the minimum I should be getting. Support was great and fairly quick to respond, telling me that they were making changes and in contact with city fibre.

Then it all went so wrong.
The service light went out on the ONT and currently I no longer have internet access. I've replied to the ticket and they asked for another photo of the ONT (I had already sent one) and for me to restart the device. I've done that and still I have no service light or internet.

I responded and chased and I no response from support. I've got no idea if anyone will contact me. Who knows when I'll get the internet back.
It's frustrating, switching someone the day before the weekend and then leave them with no support or internet. I'm hoping this gets resolved soon and see speeds in excess of 600mb for my 1.2gb package.

Update 12/05/2026
My internet was returned 10am yesterday - nearly 3 days without any internet. However speeds vary so much - sometimes im getting the max and others its 300-400mb and its to early to judge on drop out reliability. Updated to 3 stars for now.

Update 21/05/2026
Speeds and connectivity are good and currently no complaints. Increased score to reflect that.

The great change from Octaplus to 'The One' has gone down terribly. There's absolutely no support on either end, I've called them on several occasions only to be met by a message saying their opening hours are from 9-6. It's absolutely disgusting when you're charging people money and not giving them support when needed.

It's been over one week without internet and we'll more than likely cancel the direct debit and find a new provider that actually provides good internet as well as customer service. How on earth are these guys still in business, surely they'll lose all their customers with the way things are looking.

I sent an email 2 days ago which has received no response, surprise Surprise. You're better off cancelling your direct debit and finding someone else. It's 2026 and WiFi is a very vital part of everyday life, it should be reliable unlike the service currently being provided.

If you want to keep your customers then I suggest you get some real technicians in and get the issue sorted across the UK. Surely something must be massively wrong if thousands of customers have had their internet drop out. It might also help if you improved your customer service and and answered the phone in the working hours...

Really poor customer experience with Octaplus migration.

I've been a customer with Octaplus since April 2025. Had a pretty smooth experience with them - a hiccup here and there but their customer support was really good and always got things on track again more or less immediately.

The first clue I had that the migration had occurred was not being able to get onto my work VPN because the static IP that I pay for was not applied. I tried logging into Octaplus but that didn't work so went searching through my emails to find a past support email only to find an email about that there was going to be a migration but with no specific date. Fine, so I thought that must be the issue and I'd try the new supplier. Couldn't see any account details so I tried phoning the migration line but that just tells you to send an email and hangs up on you. Not a great first impression.

I sent an email request for support on Saturday 18th April once I'd figured all this out, but that was not responded to because they only provide support Monday-Friday 9am-6pm. I had no response until Monday afternoon after having sent ANOTHER request because I'd already lost a considerable amount of work hours over the weekend and on the Monday morning.

To date (all 21 days!) I've still received no notice of an actual migration date and have to assume that it happened overnight on the 17th of April. I haven't received new account details so no access to their customer portal. I've had intermittent connection issues with the connection dropping off and reconnecting periodically. I'm ok with putting up with a few teething issues but I've now been in complete blackout with no internet connection for three days - almost four now - once again interfering with work and leisure time.

I had some response initially to support emails but it's been radio silence since trying some basic troubleshooting didn't work. It's been just about 36 hours since I've heard anything from support. I have requested updates but have been trying not to bombard them because I understand how much pressure they must be under. I also understand that some things take longer to fix, but not sending ANY update when a customer is experiencing total blackout of service is very poor.

Given the ongoing issues, lack of responsiveness, ongoing loss of work hours, I decided to just bite the bullet and switch over to a different supplier.

Imagine my surprise when I *immediately* got an automated response from TheOne claiming that I'm in contract with them for TWO YEARS. I duly followed the advice in the email to phone them only to be prompted to leave a voicemail(!) that cuts you off before you can finish it (I've tried a few times).

I'm genuinely at a loss here. I'm a reasonable person and I know migrations can have hiccups but this is ridiculous. My contract with Octaplus was for 18 months and would be due for renewal in October 2026. I've no idea why TheOne seem to think it should be April 2028 when they're supposed to be honouring the existing arrangements. Even if it WAS a brand new 18 month contract it wouldn't be for that long.

I've currently no broadband anyway so I'd really appreciate it if you could just cancel without penalty as a gesture of goodwill?

If possible I would give no star review. The service is constantly dropping and going off completely. Sometimes this is for hours at a time. It is at times laggy when it does work and never get full promised speeds when it is working. It went off last night and didn't come back on until almost 12pm today. Not an Internet novice and restarts didn't work.

Systemic migration failure, 19+ days without service, complaints ignored.
Migrated from Octaplus to Theone in April 2026 on a 900Mbps CityFibre package. What followed was 19+ days of service failure, ignored complaints, and a complaints team that has never once responded to a formal written complaint.
The failures in order: On 18 April, Theone's own support team told me to contact Octaplus — incorrectly, as the migration had already happened. This wasted 11 days. When internet finally failed completely on 4 May, a remote firmware update by their agent made things worse. PPPoE credentials were then sent to me in plain text via email — a basic data security failure. My fixed IP was silently replaced with a CGNAT address causing streaming failures across the household.
Their senior engineer admitted in writing that Theone is handling a "high volume of migration-related cases" — confirming this is systemic, not isolated.
Internet was only partially restored when I diagnosed and fixed the LAN configuration myself — not through any action by Theone.
Six household members including elderly vulnerable relatives have been on personal mobile data since 18 April. Home security cameras remain offline. No automatic compensation has been offered or acknowledged despite Ofcom's scheme being applicable.
Formal complaint submitted 6 May. CEO escalation submitted 7 May. Zero acknowledgement from complaints team on either. ETF dispute also unacknowledged.
ADR submission prepared and ready for 30 May 2026.
I would strongly caution any Octaplus customer being migrated to Theone to document everything from day one.

Honestly the worst company to ever have touched a customer service, octaplus moved me over to these clowns when they left the business they should employ actual monkeys and everyone would get further, the phoneline doesn't connect just says they're busy and cuts you off, tells you to email them of your internetis down which correct me if im wrong you cant access without internet (I dont get signal in my house on my mobile but stuck in contract) so thats a garden job my internet si currently all connected but they have messed something up and k cant even get on Google, now they're talking about sending me a new router on a friday so no resolution over the weekend so theres a loss of income which wont be compensated for. Cant wait until they try tell me im in a contract with them until 2999 let's see how long that lasts