The One Broadband Reviews 

Currently facing intermittent packet loss which has made my broadband unusable. I have called & emailed with zero response over an 8 hour period.

The customer service from this company is atrocious, if you raise anything to them they just cancel your service. I was forcibly transferred from Octaplus and the line rate has been lower despite being part of cityfibre all the time. Their tech support or customer support is non existent. I'm sure it's a one man band from bangalore. They don't call back when they say they will, they don't do what they have been asked to do. Avoid them like the plague they are. I wish I could give 0 stars but 1 is the lowest.

Took a while for me to receive my login and get the Static IP Option showing, but sorted quickly once I was logged in

I have now been a customer for 6 months and have regretted moving to The One Broadband since month 1.
The actual broadband service seems good, but the customer service is non existant and the ability to speak to anyone or to get an answer is impossible.

The initial red flag was during the installation, which was no fault of The One Broadband, but trying to get answers, replies and updates was very challenging. In the end I had to advise them what was happening and when my service had finally been installed.

I joined on a referral from a family member and was due to receive a credit for this. This did not automatically happen and had to chase this for a number of months.

The latest issue has been that a payment has been taken that was not due after the normal direct debit was only recently taken. After a few emails and waiting a number of days I have still not received a reply and any update of when the funds will be returned.

I normally do not post negative reviews, and as mentioned above, the actual broadband service is generally good, but I would not recommend The One Broadband purely due to the non existant customer service.

I am currently locked into an 18 month contract and unless the customer service improves, I will be looking to leave as soon as I enter the final stages.

Once again I’m back with a bad review I am extremely disappointed with my experience with The One Broadband.

I settled my outstanding bill in full in May and subsequently terminated my contract. I was then contacted and confirmed that my account had been closed and that I would not be contacted again regarding any further payments.

Despite this, I have now received an email stating that my broadband service has been suspended due to an alleged outstanding balance.

I have no idea where this supposed balance has come from, and I am now having to spend my time contacting them to resolve an issue that I believed had already been completely settled.

What makes this particularly concerning is that I am currently in the process of buying a house, so I absolutely cannot afford for an incorrect outstanding debt to be placed on my credit file or for this situation to negatively affect my mortgage application.

I have contacted The One Broadband asking them to provide a full breakdown of the alleged balance, confirm my previous payment and account termination, and confirm that no adverse information will be reported to any credit reference agency.

I am extremely disappointed that after settling my account and being told the matter was closed, I am now having to deal with this again.

I would strongly recommend keeping copies of all payments, correspondence and confirmation of cancellation if you are a customer, as this experience has left me seriously concerned about how account closures and final balances are being handled.

I was with Octoplus which was taken over by The One Broadband.
Payments went up
Service went down, tried to contact them and call them (waste of time)
Asked them to call me, left messages, they emailed me to say Contract Terminated without 1 single call to anyone. They Avoided answering questions by email.
Disgusting Customer Services
If it would allow it would be ZERO
Almost as if AI was running Customer Services or accounts with NO IDEA how to respond or communicate with humans.
Picks up on Keywords I presume.
TERRIBLE DO NOT USE

With out warning internet went off after several days of trying to find out why ,I was told my contract was over and it would only be turned back on if I sign new contract.I declined.This also happened with my 90 year old mother , getting in touch with someone on the phone is impossible.All communication is done via email and a long wait

I can't think of a worse company to be with, broadband is now kind of stable but their digital line supply is HORRIFFIC mines been down since 01/08/2026 and I have to run a separate router for this service which adds extra cost for something
I can't even use, I would get better connectivity with a wet piece of string.

Actually I do you just can't find the information supplied by Octoplus.

Worst company to use they don't even answer calls or response to any emails my telephone line is not working but these people don't care and I will defo cancel and not renew my contract.

First my previous review was one star so a slight improvement because they did eventually sort that problem out but it was a long process. This company is one of the hardest companies to communicate with, hence I am back here as it seems the only place to get a response. I am a n ex Octoplus customer and finally got access to One's portal and noticed they have my contract start date as the transfer date, surely as everything was supposed to remain the same it should be from my original date, As I was waiting for that date so I can transfer to a better deal I am annoyed and wonder if that actually breaks the contract as I did not willingly sign up with them at that date. I have emailed them and as is always the case you instantly get an automated response then nothing. In case this is read A/C - ONE1001522 - [Ticket #6969] - Steve.

The One Broadband is hands down the worst company I have ever dealt with. Their customer service is non-existent—they are entirely incapable of resolving the very problems they cause, and their promises mean absolutely nothing.

You can’t even get them on the phone! You're forced to either send an email or leave a voicemail, but guess what? They never call back, and they rarely bother responding to emails.

To make matters worse, they cut off my internet connection without any prior notice. When I complained, instead of fixing their mistake, they had the nerve to ask me to sign a brand-new contract, claiming they needed to re-register me through CityFibre just to get me back online!

Two words perfectly sum up this company: incapable and incompetent. Save yourself the stress and money—stay far away!

The worst support ever Can not speak with anyone was originally with octaplus moved to them unstabe and slow connection wanted to see what is the cancellation process or if any penalties applies they emailed me your contract is terminated 4 days inly a head can not find a new provider in this short notice asking me to sign 18 month contract if I want service continuation
Very very disappointed

Can’t speak to anyone. They promise a lot and they achieve very little. Only way to contact them is one number which is a answering machine and no one rings you back. Re email is the same promise the world and do nothing.I have never had a broken cable and my complaint was your company not collecting a no longer needed home hub which I still have parceled up.

On moving from octaplus which wasnt asked .i have had lots of emails saying i need to pay the bill.i set up a dd with octaplus and was told i did not have to do anything its all automatic.since then im paying them with my card every month ive got no contract or no account what i can see.but 3days ago they cut me off for non payment.so i again payed them by card .and nothing ive sent at least 30 emails and phone calls.but still no internet.

On moving from Octaplus to TheOne Broadband their communication and support has been abysmal to attempt to get anything sorted.
No phone service other than "leave a message after the tone" type service.
That was some months ago and despite the very rocky off start, it has been okish since then.

Moving to my current issue.
I contacted their email support and was told to move from 900mb to 2.2gb (assuming that as per their site is it 2.2gb ) it would be £56 PM on a new 18 month contract. No option to upgrade and keep my existing contract term.

So onto my main issue and what they will not clarify by email. They quoted me £56 PM for 18 months. However on their web site it is advertised at £49.50 how can that be? Am I charged more because I was originally a Octaplus customer? Ridiculous!

You guys give little ways to directly speak with a representative of your company.

Edit:
Why am I being quoted £53 for the same £49.50 service when the static ip is suppose to be included free as part of the migration agreement and complimentary. Why would you want to charge for that with an upgrade ?
Questions I have asked and not being answered.

EDIT:
Come on guys answer your emails.
Response: Your replies are hit and miss. Often miss important information.
I am missing a confirmation email and have followed it up. No response.

Frequent outage with pretty much no customer service. I work from home and this is a major problem. I would not recommend this provider, I am stuck due to my contract which was initially put in place before The One Broadband company took over Octoplus Broadband. Very disappointed.

So were with Octaplus for a long while and when they sold their company no one got a choice or any communication, other then too say one broadband were going to be our new broadband supplier. What we since found out, is, Octaplus really did not care who this company is. We all spent the first 2 months not been able to get in touch with anyone. Now, we have communication via email, I asked about leaving, because their service is not fit for purpose, they did not like the truth from me and have promptly put me on a double nat, and cannot even watch prime right now. They have just proved me right and we will be leaving. We all bought a good sized package from Giffgaff, so we can use our phones to connect to the internet, which I have to say connects better. So I would like to say thank you for helping. It's been very frustrating. Looking forward to receiving router, fingers crossed.

One of the worst broadband providers I've ever dealt with

I would not recommend The One Broadband to anyone. The service has been extremely unreliable, with repeated outages and poor connection quality. What has been even more frustrating is the complete lack of customer support. Emails go unanswered, it's almost impossible to speak to anyone on the phone, and when you do eventually receive a response, it rarely resolves the issue.

As a customer, you expect reliable broadband and clear communication when something goes wrong. Unfortunately, The One Broadband has failed on both counts. Paying for a service that is frequently unavailable while receiving little or no support is unacceptable.

I've wasted far too much time chasing updates and trying to get basic customer service. If you're considering this provider, I would strongly recommend looking elsewhere and paying slightly more for a company that values its customers and provides dependable service.

Very disappointing experience. I will be switching providers at the earliest opportunity.

Outages each month for days, no responses to emails, will be switching providers as soon as I get back online again. I'd rather pay more and know that people are going to respond to me when there is a problem.