The One Broadband Reviews 

Continuation about The One Broadband.
Update: On 26th June 2026 at 10:30am person called Jermie answered the call and promised me that they are sending new version router which should resolve this internet speed issue.
I am waiting. Thanks Jermie. Received, installed with new configuration in settings as instructed by them.
Update: 8/7/2026
There was many emails asking me to run speed test and the screen shots in emails as reply. Which was 180 mb - 260 - 360mb. Still slow..
There was an email from Mr, Chris mentioned as service manager… with apologies and advised me to wait for city fibre investigation, and asked me for speed test screenshots has been done on 6/07/26.
No reply? I am waiting

waiting
Update: 09/07/26 time: 15:25.
Mr Chris so called Service Manager ignored me behaved like hierarchy.
The One Broadband is asking me to pay for city fibre investigation for internet speed issue which I don’t have any contract with them.
Reported to Offcom and CISAS.
Reply to the One Broadband
I don’t have or I am not using Yealink W60B phone hardware rather than equipment supplied by The One Broadband. I am not using any phone hardware (handset) I am only with internet services without telephone line!
This is a lies.
I don’t use any third party equipment. It’s lie.
Your staffs are treated very well indeed. It’s another lie.
I know about compliance and GDPR.
It’s your responsibility and duty to test and confirm the internet speed issue which is delivered from the one broadband company.
I don’t have any contract with city fibre or whoever they are!
I have accomplished all your speed test screenshots sent to you as reply as you requested through emails.
Which should confirm your company is not providing adequate speed as you as a company billing me with agreed contract.
As a decent and professional company should take responsibility of the service you provide .
You must comply with rules and regulations of this country.. which you didn’t.
Which isn’t right as a business in England.
Send your own engineer with a laptop to test the speed issue in home from your company.
I’ll not pay for any test.. should be done by you
You are a lier altered your reply from the original?
I’ll not pay for your investigation.
It’s your duty and responsibility to investigate with your own engineers (do you have one? I doubt it!) with your own laptop in my home and resolve it.
Update 09/07/26:-
Chris emailed me his apologies. I have replied the email. It’s your responsibility to resolve the speed issue in my home broadband.
I’ll not pay for investigation as it’s your responsibility and duty.

Landline went down. Support number goes to voicemail.
They then send email saying service disconnected because of unpaid bills. WTF? I'm on direct debit and it's been taken regularly.
As for request to activate 141 last month...um....
It's cheaper than others but if you need it pay for a mo

Tickets 3602 , 5130

If I could give 0 stars, I would.
TLDR: very unprofessional company that doesn’t care about customer service and just wants to keep you trapped in your contract.

I have contacted the company multiple times since I was switched over to them from octoplus. Mainly I wanted access to my account information so that I could have access to my account with them. This was never provided. Then when I enquired about any exit fee to leave the contract early I was given a “let me fix the issues instead of you leaving” spiel, I replied asking what them to provide my account details and that never happened, I was also not provided with any information about cancellation fees, despite following up asking for this.

I then sent another email asking for my account to be cancelled as I’d had enough of the poor service and all I got was a short email saying my July invoice would be the final one. no official confirmation of when the account would be closed, no apology for the poor service I was complaining about, nothing.

If you ring their support number you are forced to leave a voicemail which is then answered by email so if you want to talk to an actual person, you can’t.

When I have had issues in the past, the only way to get a response is by leaving a bad review which is frankly absurd.

So to the people that will read this and inevitable respond: please can someone contact me to confirm when exactly my contract will end and if there are any cancellation fees as I STILL have not been given this information.

Wnen internet is on it Okish but when there fault good luck in getting in touch they only reply to email when they feel like I think I told them I was cancelling they said sorry I was leaving I will be disconnected on 31/07/2026 woke up this morning no internet after I emailed them still no reply acknowledged my email still no reply avoided at all cost my son has had same problem has well a few months ago

I would have put 0 stars but it wouldn’t let me, we were passed to TheOneBroadband by Octaplus with no consultation and since then the service has been diabolical can’t call anyone can’t get a straight answer internet speeds change like the British whether and connectivity is up and down like Tower Bridge feels like it’s being run by the cast of deliverance. I have to work from home and I’m sick to the back teeth with the total lack of customer service or customer care I needed to get a static up address as everyone I tried to connect to the office my ip address changed this was recently sorted out now I can’t get online for more than 10 minutes. Without is dropping the nte and router have been restarted as per request and still shocking they said they would monitor from their side despite another email they must have fallen to sleep because I’m still sitting here with appalling service and not as much as murmour as to the reason for the issue. But they can take our money every month. Who do we talk to get this sorted.

Service Manager Chris has been brilliant for the second time now, my broadband is up and running again, and it being a carrier issue is confirmed, I have no issue here and appreciate his support, the above review still stands because the customer service side still haven’t provided me the answers I have asked for now 4 times, please see
Ticket 3955 I’m not asking for much just the answer to 2 simple questions
what is the notice Period to cancel service and
as I’m in contract will I be liable for the remaining months on the contract or will this be waived. As I’m moving home and my company will provide my broadband.

I am no longer a "One" dependant...
I have given this 2 ** which is an increase from my last review. I am informed by Trust Pilot that my previous review was not taken into account in their current assessment. Therefore I am not directly the cause for your dismal rating... your lack of support service and poor front-of-house communications over many months with others is.
Many will often see on this platform churlish [bad faith, rude] comments which would be more suited to Tick Tock and Insta platforms. Often customers come here as their last refuge to make contact with a company that is not providing the service they signed up for and seemingly ignoring them through normal channels of support. The One can improve:
Hire mature and experienced support staff who understand the product and the issues, with the ability to communicate with often desperate customers without thinking this is still the school yard where trying to get one over on people you despise is the principal goal.
I am pleased to say that your "The One" branded and locked config router is ready for its collection.

Hi there Colin... I see what you did there. I refer you to your supposed cordial reply to me of the 16 June. You really can't stop can you... You've proved my point = churlish to the end.

Update:
I believe you have purposely and wilfully misnamed me [and by implication have misgendered me in your reply - who is Peter?] In this action you are attempting to cast me as a person not to be trusted. The One might wish to contemplate the seriousness of your comment here. I refer you to this sites guidelines.

We were migrated over to "The One" and have now had 3 prolonged outages in not many more months. As people who mostly work from home, this just isn't acceptable.

EDITED in response to request for information:

We've been in touch about every single incident already, so you're aware of our account and the detail around the incidents, and there's no need to provide information via a third party website. You already have any information I could provide, so there's really no point; this is merely to inform people thinking about making the switch to your company.

Trustpilot's own AI summary starts with: "Considering 416 reviews, most reviewers were unhappy with their experience overall. Many customers expressed significant dissatisfaction with the company's service and customer support, frequently encountering issues with their broadband connection, including intermittent service, slow speeds, and complete outages. People consistently reported that attempts to contact the company via phone were met with automated messages or disconnections, and emails often went unanswered, leading to a lack of resolution for their problems. This lack of communication and support made it difficult for users to address service interruptions, obtain account details, or even switch providers."

This probably tells you more than getting more detail of the 3 times the service broke for hours (once) or days (twice) could. Regarding your request for more information and "Then we will examine the issues and see whether there are any fixes required." - this should have already happened. We've provided information for every single incident. If it takes a negative Trustpilot review to move you into action to check people's connection issues *which they have reported to you every single time*, then you might want to review your business model.

Took a long while to get back to me would be better to speak with someone

You haven't sent a router . This is for my elderly mother who is vulnerable . She now has no broadband or phone and more importantly her alarm pendant is not working. I'll be ringing on Monday!

I arranged to transfer telecommunications to TOB because of budget. Having made the arrangements I then took time to read the Trust Pilot reviews whilch are so bad. No wonder. I took advantage of the 14 day cooling off period and emailed 3 times, 4th, 5th and 15th June to confirm my cancellation. No acknowledgement. I've left voice messages, confirmation and a ticket number, but no in person contact. Now being told by recorded message that an engineer will be at my house in a few days time and if I'm not here or it's cancelled (and how the heck do you do that) I will have to pay a fee of £80.00. If you want to budget your phone bill, stay with an existing good provider and negotiate with them. I would never ever recommend The One Broadband.

Update: As soon as this went live I heard from The One Broadband and confirmation was given that the account has now been cancelled. So I'm pleased about that. You can't run a communications business and make it so difficult for customers to communicate; customers who phone get directed to the online Support Service, and that results in another "Ticket Number" or a detailed answer to a question that wasn't asked.

I haven’t even joined the one broadband yet. This company should not be allowed to be in business. You can’t speak to them at all. One emails the support team and never get an answer. This is one of the most unprofessional companies I have ever had the misfortune to approach. DO NOT USE THEM IN ANY CIRCUMSTANCES. I am remaining with EE, whilst more expensive you can at least talk to them. Rating is 0 /10. Unbelievable.

Stay far away from The One…not ready for primetime. Horrible/ non-existent support. They don’t seem very organized. I am very lucky they show their incompetence before locking in an 18 month contract. Good luck to them

Our broadband went down at midnight 24/06/2026. I rang up at 7.56am asking for help and a ticket was raised. However there had been no response so called again at 13.15 another ticket was raised, however still no response to inform me why I have no broadband service therefore I will be cancelling my account. I have also asked twice today for my log in details since the transfer from Octaplus with no response. Awful and shocking customer service no communication very very poor. I can’t believe you reviewed this post and you want me to clarify who I am and yet you’ve have months of direct debits of me since you took over from Octaplus Ref of my direct debit 5LTB8SISBRMAXAWPOE Shocking

My Broadband is working now, I however still dissatisfied with the level of customer support and me having to go to Trust Pilot to get a reaction. Also the response to the post was below par blaming me because you couldn’t clarify who I was despite me giving you my name and address and phone number twice on tickets (#4002 and #4062). You where saying that you have two Mr John Graham on your books so basically you were saying that two John Graham at my address

So based on what has happened I have made the decision to leave The One broadband provider and I’m giving you 2 weeks notice that on the 8th of July 2026 I will transfer to Sky broadband and I hope this transfer goes smoothly.

So One broadband why are not authorising my transfer of broadband to Sky Broadband because I have had a text message from City Fibre and and a phone call from Sky to say you have not authorised the transfer and yet you replied to the message of me stating that I am leaving The One broadband. Get this resolved or I’m taking action against you as I’ve not signed a long term contract with yourselves as I was on a rolling contract with Octaplus when you took over my broadband.

I would leave 0 stars if possible. I had recently joined the one broadband after they took over from my previous broadband company octaplus. My contract is due to come to an end so as usual I looked around and attempted a one touch switch to another company.Unfortunately they were unable to do this as they could not locate my account. I have attempted to contact the One broadband 5 times via online and by calling. Unfortunately when you call them you can only leave a message for them to get back to you... and they still have not got back to me after leaving 3 messages. Because of them I am unable to switch my broadband as I cant even speak to anyone to cancel the broadband service. It is without doubt the worst customer service experience I have ever had as I just feel ignored.

Internet went off yesterday while working from home. I have done a reset etc that was asked to do still min connection. Box is constantly blue. I’m missing important meetings today . No contact with company since last night. Totally frustrated especially as you can’t talk to anyone. How can a company work like they do. I regret changing to them .

I've been using this broadband for about two months now. I switched from Virgin mainly because of the evening slowdowns. The 900 Mbps package handles gaming, 4K streaming, and my partner's remote work at the same time without issues. The WiFi 6 router covers the whole house. Installation went smoothly, and the engineer left the place clean. So far, it's doing what I needed.

It's been over a month of poor service from OneBroadband and their takeover of Octaplus.
After contacting them twice on their website and FIVE times by email I have had one response.
Since that technical response with very little information in actually how to apply those setting did not help, not one single employee has bothered to respond to my numerous forms of contact.
AVOID AT ALL COSTS.

Absolutely shocking service since my service migrated over from octaplus , can’t get a hold of any customer service by phone , just have too leave a voicemail and wait days too get a response from them , I’ve currently been waiting days for a response from them , don’t waste your time with this company as customer service clearly isn’t a priority too them at all.
I emailed them too say I was giving them 30 days notice and wouldn’t be paying any penalty for leaving as they are in breach of contract for not providing service I paid for for over 3 months , I then got a phone call and told the guy I wanted too give my 30 days notice , he got moody and put put phone down on me and all of sudden my service has been cancelled the very next morning and still no response from these jokers

My 70 plus year old parents internet went down last night. Reported today but no response received. According to the website only available Monday-Friday 9-5pm so guess they will be without their internet over the weekend. Really poor service that elderly customers can't speak directly and can only leave a message that is not responded. The account surname is Parker postcode LN2 4EG

**in response to their poor comment, i have been paying, you guys have failed to action the direct debit each time. And have not given me an account to pay from like all others migrated to you?? You've not even sent a payment link, just a pdf invoice with no way to pay it???? absolute joke of a company. you've also ignored the requests for a deadlock** i will be filing a claim with the ombudsman and small claims court for breach of contract

Once again ive had my service cut off, i was one of the first migrated to them with no warning, no contrac ro documents.

I still do not have an account with them on their website, once again they have cut my wifi off citing non payment, they have my billing information, i have no way to pay either, they sent no payment link, no notice prior to cutting me off, this is every single month now. They have dire customer service, no phone line, no response to emails, last time i lost connection it took them 3 days to respond. They also do not have evening workers or weekend workers, they only operate under standard 9-5 weekday office hours!

Absolute dire company and will be going to the ombudsman over their constant breaches to contract and legislation