The One Broadband Reviews 

Migrated from Octaplus on 28 April 2026. Six weeks on, two issues remain unresolved despite repeated emails:

SIP/Digital Voice credentials never supplied. I provided full router details on 17 April (eleven days before migration) along with a structured request for the seven SIP fields I need. No reply. Support@ team asked the same question again on 18 May, suggesting the hello@ thread isn't visible internally. Landline still dead 41 days later.
Static IPv4 stripped on migration. Octaplus provided a non-CGNAT IPv4; The One has placed the line on CGNAT (100.74.x.x). This breaks remote monitoring of property security and fire safety systems during an ongoing renovation.

Connection itself has stabilised at full speed — credit where it's due. But the two issues above were both predictable, both flagged in advance, and both remain unaddressed.

Update 27 May 2026: Posted a review yesterday and Chris from the service management team responded today. The static IP has been restored and confirmed publicly accessible — the main thing I needed. He also flagged an MTU adjustment, though the FRITZ!Box 7590 handles this automatically so no action was needed on my end.
One item still outstanding: SIP/Digital Voice credentials, now with the provisioning team. I'll update again once that's resolved.
Reflecting on the situation — the Octaplus migration appears to have left The One Broadband with very thin information about inherited customer setups. That doesn't excuse six weeks of silence, but it does provide some context. When the right person got involved today, the response was fast, practical and genuinely helpful.
Upgrading from 2 stars to 4. The connection itself has been solid and fast throughout. The problem was the migration handling and the initial silence — not the service or the people once properly engaged.

The One Broadband has been extremely disappointing. I was transferred to them from Octaplus, a provider I never had any issues with. Since switching to The One Broadband, I've experienced frequent internet outages and unreliable service.
What makes the situation even worse is the lack of customer support. It is incredibly difficult—if not impossible—to speak to anyone when problems occur. The communication and support are virtually nonexistent.
Based on my experience, I would not recommend The One Broadband. The constant disruptions and poor customer service have made it one of the worst broadband providers I have dealt with.

*Update*

I still have had no reply from The One Broadband to any of my emails and the phones still just end my call after a message saying how busy they are. As this is the only place that seems to get a reply, I would like to leave your service. Please contact me so this can be discussed.

Shocking service
Off the last 2 days when I get up. Message connected without Internet. Now multiple times since transfered from Octoplus
No apologies when reconnected. No contact to say sorry for issues and we are looking into this matter. Can't find account to login. Only contact email (waste of time)
Customer service non exsistant.

Oh yes I have I emailed the same day with a message saying morning at 9.30 but I have not reset my router unsure where your coming from with this. But also perhaps check your e mails sent 26th May at 3.23pm

So today you have e mailed asking what you can do for me on the same mail address I sent mail from 26th May.
Don't know what's going on your end is this 2 different departments and no one as chatted to each other seems like crossed wires here to me

The handover to The One Broadband has been abysmal. Since the 1st of May, I've lost the IP address I was paying for and I've experienced repeated outages lasting anywhere from 5 minutes to several hours, mostly overnight.

Today, I'm dealing with an outage that has now lasted 22 hours, which started after I emailed support to ask to be released from my contract and requested written confirmation. Instead of any clear response, I've simply been left without service. At this point, I genuinely cannot tell whether this is retaliation, whether I've been dropped as a customer, or whether it's just another issue with the CityFibre connection.

Trying to contact the company by phone has been pointless. I've called at different times and only ever reached a TTS recording telling me to send an email. I’ve not been able to get through to a real person at all. Reviews stating that they managed to talk to a person are suspicious at best. I checked LinkedIn and saw very few people listed as working for the company, which honestly made the lack of support, communication and poor quality feel less surprising.

I will be reporting The One to OFCOM. I strongly advise against signing up unless you want to end up without internet, especially if you need it for work like me.

2nd time I've had to post on here, everyday we have outages, now on the weekend the call centres closed and have no response from email.

Been down for 4 hours but no updates
Avoid if you require reliable broadband !!!

Octaplus Broadband. to The One Broadband.
Tried email communication several times over the past 6 weeks.
just wish to know am i able to switch broadband supplier with out penalty.
chris w. swindon wiltshire uk

Former Octoplus customer with no issues. Switch over was a disaster, no service for days then sporadic for days. Been up and down ever since.
Currently have no internet and been that way for 48 hours. ZERO! I am sending this over mobile data. If you ring them it gives an automated message telling you to email then hangs up. They claim you can WhatsApp them - you can’t. If you email them you get no reply. Oh no, I did after a day - someone said to turn my router off and on. Jeez… never thought of that.
Now on 3rd day with no internet, it’s Saturday of a bank holiday weekend and their support hours are Monday-Friday 9-5 so looks like nothing is going to change for a while…
You can’t access your account, no idea what my actual speed is or my account number. Of course, all payments are taken promptly. Have raised a complaint and advised cancellation of contract due to degradation of service for an unreasonable amount of time. Let’s see if they reply to that.
Avoid at all costs. I never chose them in the first place, so would advise you don’t.

EDIT: Reply below. Still no service. We are now 6 days with no internet.
FURTHER EDIT: I have emailed your support, no reply!
I have emailed to cease contract, no reply!
I have emailed again following your request on here, no reply!
Is this how you are going to communicate with your customers without internet - via Trustpilot? Total joke of service.
FURTHER FURTHER EDIT I still have no reply to my emails to your support, good that my contract is ending but are you now not interested in getting me back online for the service I have already paid for? Your support closes in 20 mins so I suppose I have another day of no internet connection.
If anyone is reading this, please please do not sign up to The One. I notice you have now removed the WhatsApp option from your Contact Us page and the phone option still says you are busy then hangs up. No idea how anyone is supposed to contact you other than via trustpilot….

FURTHER EDIT… Getting stroppy with your customers via trustpilot is not making you look good. I do want to leave and you have confirmed my end date is 8/6 but you take payment in advance for service so what happens to the current service, are you just giving up on your contractual obligation 12 days early? You still haven’t addressed why I have now sent around 10 emails (as you requested) to your support email but no one ever replies. Seems to be a recurring theme if you read all the reviews on here. Can you let me know when I’ll be refunded for the lack of connection from 21/5 to 8/6?

Absolutely appalling. Since the Octaplus switch over (who I originally singed up to) the internet has had constant drop outs. The support team are non existent, you cannot phone them and they don't reply to emails. Do not join this company and use one of the other city fibre ISP's!

** Update after The One Replied**

They state that I’ve been online and stable for 2 days. This is completely untrue. Couldn’t watch the football on Saturday because the Now TV app kept buffering every 2 minutes and was forced to use my 5G all weekend on my phone. The whole weekend my internet has been shocking so no idea what they are looking at!

Transferred to the one from Octaplus and it was nothing like the seamless transition that was promised. Firstly the broadband went down numerous times in the 1st week meaning no gaming for the 11yo, you try to explain that to a mad gamer who’s constantly online to his friends playing games. Secondly the signal then decided to just randomly drop, freeze or cut out whenever we tried to use it and that was after the supposed fix that was emailed a week after the transfer.
If you do have issues, then don’t expect an answer on the phone as it just goes to voicemail saying we are busy and no option to leave a message. Emailing them is worse as it’s not even acknowledged, let alone answered.
Will be switching at the earliest opportunity, if I can ever tell them I’m leaving

I have had an extremely poor experience with The One Broadband since being migrated over from Octaplus. The service has become very unreliable, with repeated issues and currently no internet connection at all.

The most frustrating part is the complete lack of customer support. When you call, there is no option to speak to anyone. You simply get a prerecorded message telling you to email them, and then the line disconnects. I have emailed them about the current issue and have also sent previous emails, but I have received no response at all.

Being left without internet and with no way to get proper help is unacceptable, especially when broadband is an essential service. The lack of communication and support makes the situation even worse.

Based on my experience, I would strongly advise others to avoid The One Broadband. The service is unreliable, the support is practically non-existent, and customers appear to be left completely on their own when things go wrong.

EDIT: Tried emailing support and have received an automated answer asking to follow tbe given procedure (which did not fix the issue). I need to close my account as you cannot provide the service. Please also refund the money for the days you were not able to provide any service. Many thanks.

Iit is the worse broadband. No one reply my email or call

I have switched to other broadband in april, since the worst quality i ever experienced.

I keep being billed, no one reply my email or call, I have to file the complain on ofcom.

================================
Hi Rex. Not sure if you are a customer of ours - so please respond to the Trust Pilot request with details of your account etc. Sincerely, The One Broadband Support Team
=================================

What a surprise it is first respond from one broadband to question whether i am the customer. I have sent the email today to follow up my issue (reported one month ago) to support email at theonebroadband.co.uk.

so should i ask are you one broadband?

I was octaplus customer, and I got email from octaplus ,said it was bought from one broadband, my account migratd from octaplus to One at end of April, I am totally confused, u asked me to contact octaplus while I got invoice from One broadband in May.

I am happy not to be one customer, please refund my May invoice. I have sent the One support email regarding to my May invoice few weeks ago and today, I tried to call the number in the email, never get respond

Account Log in credentials
I was transferred over from Octoplus Broadband
I've sent 3 emails to One Broadband Support asking for my account login credentials. Had no reply. Telephoned numerous times you get a message saying there exceptionally busy I'm not surprised and told to email support, line disconnects
I also received an email to tell me there have ported my VoIP number and login detail to enter portal, There have a completely different router to mine I'm using Octoplus TP link and unable to register the wrong router so can't see phone call received and made useless.
Have not received any monthly bills just money taken by direct debit.
So can someone please send me my login credentials I don’t think it too much to ask for

Absolutely shocking service since taking over from Octaplus. Daily dropouts - getting up on a morning to no internet service at all until about 8.30/9am, even with router reboots. Reached out to customer support for them to advise they've fixed the problems, only to have the issue continue.

Made the decision to terminate my service with them due to their inability to provide the same standard of service I had previously enjoyed with Octaplus. Notified them of my intentions to terminate the service asking for confirmation that my service will end on June 1st, and asking for final billing details and instructions on what to do with the router. Have since had them offer me a new router, ignore my response for 4 days, and then when I've chased them again today they've again asked for a photograph of my router. I have again requested a response to my termination e-mail, once again asking for the requested details and have simply had a response "your final bill amount will be deducted automatically from your bank account". No confirmation of termination, no breakdown of the final payment amount (cos they can go and jump if they think I'm paying early exit fees cos my contract was with Octaplus not these cowboys), and still no instructions for the router. Have sent an e-mail back again asking for a breakdown of the final price, confirmation service will end on June 1st, and instructions for the router. Awaiting a response but if I don't get a direct answer to my requests, the direct debit will be cancelled and they can chase me cos I'm sick of chasing them.

Absolutely SHOCKING customer service, on top of p*** poor internet service.

AVOID THESE COWBOYS.

Edit: I was using an uncertified router.. you mean the router provided to me by Octaplus, whose customer base YOU took over??

2nd Edit: As you can tell from their response they're quite argumentative. They took over another company's customer base - perhaps if they deem that company to use inferior equipment, they should've done more due diligence before doing so! If my business had a 2.0 score on TripAdvisor I wouldn't be arguing with my customers, I'd be apologising.

I was migrated from Octopus Broadband to One Broadband when Octopus ended its broadband service.

Since the migration, the connection has been unreliable. I get regular dropouts, game disconnections, jitter on Teams calls, and periods where the broadband is unusable.

I had a static IP with Octopus Broadband, which I use for hosting servers. This has not been restored, despite it being part of the service I had before the migration.

I have emailed several times and tried calling the available numbers. The phone lines play a message and then hang up. I have not received a proper response or resolution.

I am now treating this as a breach of contract and will escalate through the Direct Debit Guarantee, Ofcom, and the relevant ADR scheme if it is not resolved.

I would not recommend One Broadband to anyone who needs a stable connection or support when something goes wrong.

Internet gone for almost 24 hours now. No response. Never attends calls. Send an email, got a reply asking for address, and thats it. An entire day of work has been lost.

I would give 0 stars if I could, this company does not reply to emails. I want to cancel the contract because they don’t answer. Octopus actually used to answer and sorted problems out straight away.

I need someone to email me straight away as I have vulnerable parents who need to have their internet connection sorted as too many safety devices are connected to it and they have been without internet for 72 hours.

Extremely poor customer service, we will just cancel the direct debit if this is not addressed today.

TERRIBLE !!!

We are currently dealing with an extremely distressing situation involving Octaplus and the migration of our mother’s phone and broadband service to One Broadband.

My mother is a vulnerable customer, and her landline number is critically important because all doctors, surgeries, medical contacts, and essential services only have her current telephone number.

Over several weeks, Octaplus repeatedly emailed us stating that the service was being transferred to One Broadband and offering a “special deal” of £24.50 if we clicked a link or called their technical support line to continue the service. We decided not to proceed because they also wanted to charge an additional £13 for a VoIP phone connection.

When we attempted to switch to Virgin Media and Sky, both providers informed us they could not identify any telephone number available to port. To make matters worse, not a single invoice from Octaplus contained an account number or clear migration information.

The latest invoice then arrived from One Broadband, so we contacted them directly. There was no response by phone, and after sending a formal complaint email, we were told that we still needed to deal with Octaplus because “the service has not yet migrated.”

We then tried repeatedly to contact Octaplus ourselves, but calls either went unanswered or connected to dead lines. Today, we received yet another email from Octaplus warning that the service is due for termination on 20 May unless we click a link to continue migration to One Broadband.

This entire experience has caused enormous stress and confusion, particularly given my mother’s vulnerability and the potential risk of losing access to important medical communications.

We are now escalating this matter to Ofcom and Trading Standards and strongly encourage anyone experiencing similar issues to formally report them as well. If enough consumers come forward, regulators may investigate potential breaches relating to customer care, communications, contract transparency, vulnerable customer protections, and number portability obligations.

We would strongly advise others to think very carefully before entering into agreements with these companies.

They have replied below, unfortuntely no way to reply to the reply. So i will just put it here

" Dear One Broadband Support Team,

Thank you for your reply and for acknowledging the seriousness of the situation involving my vulnerable mother’s telephone service.
However, I must respectfully disagree with the suggestion that your company bears no responsibility whatsoever in this matter.

From a customer’s perspective, we received invoices and communications issued under One Broadband headed paper and branding, together with correspondence relating to the continuation and migration of services.

Naturally, this created the clear impression that One Broadband was commercially connected to, participating in, or facilitating the transfer process from Octaplus.

At no stage was there sufficient clarity provided to explain that:
no migration had actually taken place,
no customer account existed with One Broadband,
the telephone number could not currently be ported,
or that Octaplus remained solely responsible.

As a result, we have been left in an extremely confusing and distressing situation involving the possible loss of a vulnerable person’s long-standing telephone number used by doctors, surgeries, and medical services.

While you may state that legally we are not your customer, the issuing of invoices and service-related correspondence under your company branding inevitably creates a reasonable expectation of involvement and accountability in the eyes of consumers.

This matter raises serious concerns regarding communication transparency, vulnerable customer handling, continuity of service, and consumer understanding during provider migrations.

I will continue pursuing the matter with Octaplus, Ofcom, and Trading Standards. However, I would also ask One Broadband to formally escalate this issue internally and clarify:

why invoices were issued under your branding,

the precise commercial relationship between Octaplus and One Broadband,
and what protections are in place to prevent vulnerable customers from losing critical telephone services during migration disputes.

I appreciate your willingness to assist and look forward to your response.

Kind regards,
Don

Decided to Switch to The One Broadband as their rates are cheap and Trustpilot on their website was high.

Upon investigating turns out what is on their website isn't what's actually on Trustpilot. Have tried calling to cancel the switch, just an automated message that cuts you off. I've emailed 3 times and no response. Have advised I've cancelled the direct debit and now have to wait for the engineer to turn up so that I can turn them away before I can switch to an actually reliable provider who responds to their customers.

I'm another one of the Octaplus "migratees".

The One broadband works adequately 75% of the time, barely at all 20% of the time, and is completely broken for the remaining 5%. For someone that works from home, this is highly problematic.

No response to emails, no response to calls, no details shared about how to log onto my account.

Would love to move to another supplier, but suspect that The One will suddenly get very communicative when it comes to contracts.

Feel stuck. Not happy.

Update: So yesterday, I did actually get an email from their support team saying "are you using your own router? If so, please check these settings", I checked all the settings (which were already correct) but noted that the password they had provided looked different to the one I was using. So I changed it.

Surprise surprise, this password was in fact wrong, and totally locked me out of the internet. Luckily I was able to find my previous password on an email from the (competent) Octaplus team, reverting to this got me back to me previous woeful level of service, and "back online". I then see that this review's comment has been updated, as if whatever they did (aka nothing) was super successful and I should now be grateful.

I'd love to get confirmation from The One that any customer experiencing terrible service (and judging from reviews here and Reddit comments there are many) will not be contractually penalised for seeking a service provider that can actually provide a reliable service. Fair play to The One for taking on the customers of a much larger business, bold move, but it feels like their infrastructure and support teams are just not up to the task, which is a shame.

Update 2: You are suggesting that I change my password back to one that doesn't work? Hmmmm....I think that might be a bad idea.

Update 3: Gosh, how surprising, changing my password kicked me off the internet! Don't worry, I've changed it back and am now back "online", still experiencing terrible network speeds, huge amounts of packet loss and general woeful performance. Please just tell us how we can escape and move to an ISP that works.

I was a happy octaplus customer, i then recieved an email saying on the 20th that my paid for (and in a 24month contract which i started JANUARY!!!) is being terminated and i will be cut off!

I have emailed, i have tried calling i have even called octaplus to try and get them to make contact and nothing for days!! Contact my email!!!!!! If you do reply "the one" please rectify this and i shall change my review. Terrible first impression!

Also i STG if my PAID FOR internet is turned off i will do everything in my power to find lawyers to deal with a breach of contract.

MY NAME IS NATHAN COOKE 142 ANGEL ROAD NR3 3JA

*Edit* you ask for my name? are you serious?

Octaplus themselves have messagerd you regarding it 5 times! i have emailed in over 5 times! this is madness, what even is this "company"?????

I can provide emails stating that i have been transferred over, the billing issues are an ongoing problem over a phone line that was enabled on my account with ought my knowledge, As stated before i was paying more to cover a repayment agreement. I am using octaplus internet NOW TO WRITE THIS!

No i will not delete this review until i know whats going on, i have now signed a new contract with you guys so please check that if need be.

If you actually email me and give me someone to talk with we can easily fix this, yet no reply other than here.

Good i'm glad this company of yours is a disaster, i already sorted a new IP that arn't scammers or contract breakers. We all know your a sister company of octaplus and soon the lawyers will come.