Origin Broadband

the line drops continuously, customer service is not responding. halter contracts, you cannot close a contract in advance, not even for problems that they cannot solve ...

disgraceful customer service

Don't read into the one-star too much, there's no option to put zero.

Not only was our activation 6 days later than promised, but since then we've had abysmal speeds and frequent dropouts. After multiple phone calls and hours upon hours of being on hold, we've been promised calls from tech that never happen, so we're forced to ring back ourselves, only to be run through the same router settings that never solve the issues.

We're told completely different things by different members of customer service, i.e. "this will be within 48 hours" turning into "this will take 3-5 working days". There is absolutely no consistency across their service team. Even to the point where we've been told we've been put through to the complaints team, and then having the line revert back to the beginning of their queue and being told that the complaints team are a "outwards only" line, so we can't be put through.

We run a small business that relies on internet to send projects to clients and we've been forced to pay for extra hotspot data to use instead. So far after two weeks we've been offered a grand total of £3 in compensation for 'down time'. Disgraceful.

The complaint process is still ongoing, praying that we aren't forced to pay off our contract since we've barely even had a service to begin with.

These guys are cheap for a reason. Complete waste of time. Avoid at all costs.

Aww gawd wish had read reviews first.. Awfull company. AVOID. 😭

Ordered four weeks in advance, only to have them delay for an unknown reason midway through the installation slot. No more info available when I call up than the cryptic email I received.

They refused to give any money off for the delay, claiming it is their supplier’s fault, not theirs. Doesn’t really feel like it’s my fault either we, but it’s me paying the cost. Far from ideal when you have to work from home.

I have been with this Provider for 7 months
IAM now going back to sky. as origin service is appalling.i will have to pay charges to switch but at least every time it rains or is windy I will not lose my internet connection for a hour.be warned there customer service s do not want to know.

Goodness me, if I could go back I would never have taken out a contract with this company.
I have signed up with them in November 19. I am not exaggerating when I say that once I submitted interest form they called back within 5 minutes to register me. I was impressed, I thought wow great customer service. Well that is where it ended. After the broadband was installed, I hardly had any service. I have sent them endless messages, called a number of times when the broadband was down. I always receive the same answer - there is a fault on the line we are working on it. However, within 10 minutes it is fixed, and within 2 hours broadband is down again... I have been at home all through lock down, I have been working from home on some days before then, and I have been working from home some days now too. I also am a student in my last year having to do research from home - every time I called I explained all of this and how much having faulty broadband affects me. Just tonight I spent 2 hours trying to communicate with them on the chat (using mobile data as the broadband is down yet again). I explained that I wish to cancel the contract because I am having to use mobile data when I am at home due to broadband never working. They were trying me to complete a socket test or something, after which the broadband still did not work and told me that there will be a £55 fee if I cancel early. THIS IS A SERVICE I DO NOT RECEIVE OR HAVE NOT RECEIVED FOR THE LAST 9 months. And they will not let me cancel the contract, but they will not provide the service either. It never works. I have to plug and unplug the router at least 3 times a day. And even then it rarely makes it work. My mobile phone bill has increased because I constantly use mobile data. I have missed deadlines and have even had meetings that I couldn't attend properly because of this service. In February they promised to refund for all the days when broadband did not work - I never received a refund. I asked for it again, and they just ignored it. And to top it off, although I tried to do the socket test when the time came for their customer service team to finish the chat just turned off! So I am left with no broadband for the evening after I explained that I am working on dissertation, and working from home tomorrow. I wasted 2 hours today and will have to waste more time tomorrow trying to contact them. They will not let me cancel, and are forcing me to either pay cancellation fee or to continue paying normal monthly payments for next 3 months for broadband that never works. Oh and last time I left a review, they asked for my details so that they could rectify it. But once I provided the details I never heard back of them ever again.
I already wasted £170 on this company for internet that I cannot use. Please spend your money elsewhere! Do not sign up with them!

Do not go with Origin Broadband provider! They provide an awful service & were completely unsympathetic to the fact that I wanted to terminate/cancel my contract due to a change in personal circumstances (I had to move to care for my father who had terminal cancer and passed away in a very short period of time). In order to cancel the service I had to pay the full amount for the year. Yet ironically they couldn't even honour the go live date which was delayed and required constant chasing on my part. When calling their customer service they won't even let me talk to their manager to explain my circumstances, even though I am taking the effort to call them whilst grieving the loss of my father. Absolutely disgusting behaviour.

I've only been with Origin for about 8 days and its been a roller coaster....but I was warned that it would be til things settled.

Lost all access today but got through to tech support fairly easily.
Nathan, the gentleman helping me, was patient and wise and had me reset and running in about 20 minutes.

Cheers Nathan...and many thanks

Technical Support - Mike Jaques

Mike was a massive help today with identifying and resolving an issue with my NAT type. He's very friendly, thoughtful and has an expansive knowledge which had him easily answering all my questions.

Mike also went out of his way to make some changes on my account (which isn't his area) to save me waiting on hold for another agent, which is massively appreciated.

Ideal support experience, thank you Mike!

Waiting for a service for over 7 weeks now. Chat is useless, they respond after 20-40 mins. Finding it hard to get my money back. I can't recommend this company.

Again. From this morning till now, Internet not working. Solid green lights on router.. zero data provided on devices.
IPhone saying router appears not to be connected to the internet. Tethering my phone data to watch tv on my laptop. Another £20 in the bin on extra data. Not good.

I am giving 1 star purely for a 5* member of your team.
Bradley Sharp... After over a month of no service, you fixed it.
Take your expertise elsewhere because you are much better than the company you work for!

After several weeks I have just been informed, my so-called account I set up weeks ago has been Canceled
I have Had to ring and use chat line to find out why it turns out that my first payment I thought I had paid never happened the Direct debit is set up in my bank account, No contact from these people so they just canceled it.

Avoid this CROOK COMPANY.
They're promising ASUS Router DSL N16, and they send out Zyxel Router (very, very, cheap one and faulty most of the time). They will never give what the promise.
Trying to cancel my contract from 5 months and the refuse to cancel without fee and change the router with the ordered one.

!!!!!!Hello, Which router make you provide with for 63mb/s 27.99/month?

17 minutes ago
Francesca
all packages come with the ASUS n16 router free of charge !!!!!!!!

Don't get on the trap!!!!

No broadband now for 6 days since transferring to Origin. I have now been informed that my exchange does not support Origin so Origin have taken my money and cannot provide a service. Sharp practice in the extreme and I will be pursuing this matter.
Avoid at all costs.

Still no service and no answer on the phones. Biggest rip off I have ever encountered. Do not bother replying to this comment saying you have messaged me to investigate further as you do not.

DO NOT USE THIS PROVIDER THE BROADBAND IS NON EXISTENT

Just unlawfully stole £49 from my bank account. I cancelled the direct debit and Origin have taken it upon themselves to take an unauthorised payment straight from my account. Obviously as I was not expecting the payment it has left me well short for other bills the money was intended for. Disgusting practise. The firm should be ashamed and shut down! Avoid at all costs!

Absolutely disgusting company. Avoid Avoid Avoid. Zero customer service, I have escalated a complaint well over 4 weeks ago and after as many phone calls each time waiting at least 25 minutes a time they tell you that someone will call you back within 72 hours, then 72 hours pass and nobody calls. I was told to go on the live chat to speak to someone about money that was unlawfully taken from my account. I’ve cancelled my account due to being made homeless as a direct result of a global pandemic and they are still trying to say I have to pay £300 to leave. That won’t be happening. No call backs, no customer service, terrible Internet Service Provider. They lie. I cancelled the Direct Debit from my bank, Origin then authorised themselves to take the money from my card without permission. I’ve now cancelled my bank card and won’t be engaging in any communication with them, as far as I’m concerned I owe them no money. Absolute shambles of a company, couldn’t even have a discussion to come to a reasonable settlement for cancelling early, happy to pay something as it’s inconvenient but it doesn’t cost £300 to exit early. There’s a pandemic but they care about nothing other than signing up new customers, and they can’t even get that right.

Please DO NOT use this company, they are unprofessional, unlawful, robbing pieces of ****.

If I could give them less stars I would. Disgusting.

Amazing experience spoke to agent zulekha who explained everything clear and easy to understand

I requested for this broadband after 12 days I received the router which was activated two days after. After so many calls I still couldn't get the speed I needed so I proceeded to cancel my agreement within the 14 days. They claim the 14 days fell within the date I expressed interest to use the broadband which did not make sense meaning I had only two days to decide if I wanted to cancel when I have not even used the service. I cancelled the direct debit and returned their router to them they went ahead to withdraw money from my account without my authorisation so I had to cancel my bank card. This is day light robbery because I have not benefited from the service though I have agreed to pay the cancellation fee. I will not encourage anyone to do business with origin broadband and will take it up as a personal crusade. Thank you.