The One Broadband Reviews 

I was not aware that there would be a connection charge. I have never ever paid this to any previous provider. Not a good start

Working from home and Internet went off at 1pm. 1.15pm I received an email from theonebroadband informing me that one of their experts had updated my router, trouble is since then I lost my connection. Its now 9pm and nothing, not even responding to my service tickets. So not only did I miss several meetings and teams calls, these had sent me instructions how to factory reset my router, and now it's on for 5 to 10 minutes and then goes off never to reconnect. Why do they keep finding the need to update settings which previously never needed touching by octaplus. So poor service. Can't wait to leave.

Following the previous review, there was a short time during which the connection stabilised, but then it reverted.
The One said they reconfigured things remotely and since this time the phone line has not worked and the connection has become even less stable. In addition the router appears to have developed a fault on the WAN socket.
The payment has now been adjusted to the correct amount but no refund of the overpayment has been offered.
Both service and support emails have stopped responding, the phone line co minutes to state the lines are busy and then cuts you off. Even Cityfibre can't help as they have no other telephone for them
This Company do not want to take responsibility for the problems they are causing and appear only to respond to the bad reviews placed here.
UPDATE
The email states that my phone line will be migrated on 25th June at 19.45 in other words in 7 days time having already spent about 14 days without it already. No mention of compensation or why it worked perfectly ok after the broadband was migrated, up until they tried to reconfigure the router. This relates to ticket 1211. Other outstanding ticketes not mentioned are 1205, 1320, 1426 and 2100.

I was forced to migrate my service from Octaplus, who provided a reliable service, however the service from The One has been extremely poor so far. I need this issue resolved as soon as possible. When you contact them they do not respond.

Eight days ago my broadband went off so I phoned Octoplus, I was told I had been transferred to the one broadband, Could not get through on the phone to them I had to email them many many times, It took six days to get my broadband on supposedly on their site, When finally got onto the internet, It had reverted back to Octoplus with Octoplus password, I still have no phone, The one broadband Said it will be 22nd of June before I get that, They said I was contracted till 11.2028, How can they give you a contract that you never knew of, Or even agreed to, I most certainly would not choose The one broadband, After seeing reviews, And I would advise people not to get a contract with this Awful company.there were 22 Emails with numerous replys . The one broadband has been in touch, I gave my name and phone number and these ticket numbers, 2470,2572, 2816,3012,3065, 3164, which is the only communication you get from them.maybe they can find me now.

Was forcibly transferred over from Octaplus. Nothing has worked properly ever since. Broadband service terrible. Customer service terrible. Not only does my broadband fail to work on a daily basis, I'm even getting made to do captcha tests by sites like Google now (who knows what level of IP sharing is being forced upon us!).

After making a formal complaint I finally received a reply telling me they couldn't work out who I was (!) and then a tech support follow-up asking me to check my login details are correct. For context, this is like driving your car to the garage and leaving it idling while you speak to the mechanic, and then the mechanic doing an inspection and saying "hmmm, does it start?"

Utterly useless. Avoid at all costs

I have been trying to contact support for weeks now and have had no reply I'm wanting to switch provider but trying to contact the one with no luck.

Update : I replied to the request of information and still had no respone back

The service is down again but the ONT and router show that there IS a connection, however all devices show there is no Internet access available, this is not the first time, I doubt it'll be the last. This is my second review of this company on here mainly in an effort to obtain replies to previous emails to them asking for my account details, contract length and cancellation rights. Zero response from their customer service team, it must be an embarrassment to you to admit to anyone that you work for 'the NONE broadband'.

My next step in this process is a letter directly to the CEO and ofcom.

I have been moved from Octaplus to the One broadband and I must say that they have been shambolic, First I admit my fault as I did not realise that I had been moved causing me to miss a payment due to me not recognising the payment from my bank I canceled it. Rightly so I had my internet cut off, however, this is where I have the issue. I am unable to call them as their is an automated response saying they are busy and telling me to email. When I have tried to email them I have had to wait 3 days for a response. I have paid my bill and emailed them to reconnect my internet however I waited again for 3 days to be told that I need to pay my bill even though I have used the payment link. The email is generic and has not responded to my questions asking why I have been asked to pay again. This now means I have been without internet for over a week due to this pathetic company's wiliness to not talk to there customers would never recommend them to any one as I feel like I would have a better chance at getting blood out of a stone than getting to talk to a person. Will be changing my internet provider at the earliest opportunity.

Wanted a simple no-bells-and-whistle ISP so chose OctaPlus with a 24 month contract but then a bit over a year they offloaded me to The One Broadband, not that I had a choice...

First the direct debit was migrated but then it took 2 month for my customer details to be migrated and I have received my login details to put into my own supplied router and it worked but no longer static IP and no longer IPv6. After contacting customer services via email they actually enabled static IP for me but IPv6 remained unreliable at best, now IPv6 stopped working completely despite the address I can see on my router looks valid but is not routing correctly.

If only there would be some customer services that can help...

Once my contract comes to an end I will be moving to Zen or someone who actually knows what they are doing. Yes, they are a little bit more expensive but having no accessible customer service is not a good balance.

Since changing from octopus I don’t know how to access my account as I have no details. The internet is constantly hit and miss , customer service non existent. Now looking into switching provider . This company needs investigating as customers are not getting what they are paying for .

THE WORST do not get was forced to them by my old provider and I have more issues in the last few months then I have ever with any broadband when it works it works amazing but their customer service is a joke, I think I know how run a tech support more then they do

Ex Octoplus customer who were very good. I now suffer almost daily drop outs and poor speeds. The frustrating bit is you cannot speak or communicate with anyone. I cant even access my account as they dont recognise my octoplus password as its the only one Ive got. Im lookint at a new provider but cant even do that. To any new customers reading this dont sign up ....you will be sorry. Ive just got my service back and writing this quickly before it goes down again. Come back Octaplus

We were moved from Octoplus which was great and since then our connection has been a joke. So unreliable, constant spinning wheels and buffering and router resetting. Kids messaging me that the Internet is down. To write this review I've had to come off wifi and use 5g. This is genuinely the worst Internet connection I've had ever had, and I got my first connection back in 2002 with BT Broadband. As soon as I can I'm moving my internet somewhere else.

I cannot stress this enough DO NOT use this service!!

We were transferred from Octoplus where we had no issues at all in 2 years. Now we have nothing but issues. Constant drops, the number they have doesn't work anymore and the one time I did get through they said I would get a call back but that never happened. This is of course all our fault according to replies on here. Apparently we have no account but they are still sending the monthly invoices and taking the money for the crappy service. We cannot switch provider because of the account issues THEY have and blame us for. Quick enough to take the money though aren't you!! Just not fit for purpose.

Save your sanity and GO ELSEWHERE!!

I put a review on earlier in the week about the poor technical and customer service I had from this company.

Their response on Trustpilot was to contact them via their email address for customer service issues, which is what I have been doing??? That was the point lol.

Anyway yesterday I emailed their customer support asking them to send me my account details as since I was switched from Octoplus I have received nothing regarding my account ref etc…which makes it harder to leave them

No response after 24hrs for a really simple request so I’ve sent another this morning and still no response.

Looking forward to their response to this which advises me to send them an email to their customer support address 😂

Like many others I was transferred to this company from Octaplus. The service level is non existent with no phone calls accepted. Support emails are responded abruptly with replies ignored.

In my case, we had a broadband + sim deal with Octaplus but TheOneBroadband do not support sim cards even though that is what I signed up for.

They switched off my internet just after just one missed payment due to bank error. Made a payment but my services were still restricted for 5day. Telephone lines always refer to use email and their was always no response from phone lines and email
I ended up switching back to bt broadband. Up until now there has been no response

I was moved to The One Broadband from Octaplus. The service frequently drops to the point where I can't work. I have tried numerous times to contact them but to no avail. I don't even have an account I can access on the Company web site. I shall keep trying but if something doesn't improve I will have to replace them. Update: One Broadband have now responded to my message and correctly say they responded quickly to my email ignoring the two earlier (ignored) support requests submitted via their website. They tell me the signal is now stable - it is right now following days of repeated dropping.

Update: I received emails from both Octaplus and The One Broadband confirming that my account had been migrated. I have also paid the last 2 months’ bills to The One Broadband. Despite still having around 5 months left on my contract, my service was cut off without any prior notice.

There has been no proper communication or support. Phone calls go straight to voicemail, emails receive no response, and it seems the only way to get any reply is through this website.

If required, I can provide copies of the emails received from both companies as proof, along with payment receipts made to The One Broadband. One of the invoice numbers for reference is 42467.

Very disappointing customer service and handling of the situation.