The One Broadband Reviews

I’d say 1 star is generous! Octaplus customer which were brilliant. However it has become apparent that they had not updated my email address so I was not contacted when the migration happened. Octaplus say my details were passed over successfully and cannot help. Our connection drops out continuously and I have been trying to contact The One by phone and email repeatedly and have had no response at all - not even a courteous confirmation of email receipt. Funnily enough the only thing that The One seem sufficient in doing is collecting my direct debit. I am exhausted and beyond frustrated with the lack of support from this company, the unreliability of their ‘service’ and the impossibility of contacting them even for something positive like updating my contact details! It’s now having a severe impact on my job and I can find no help at all. We are looking for a new supplier

Very disappointed with the support received from The One. After the migration from Octaplus, I was left with a mobile SIM that became PUK locked. When I contacted The One, I was told they only handle broadband services and could not help with the mobile account. No clear information was provided about who was responsible for supporting former Octaplus mobile customers. Customers should not be left caught between companies with nobody taking ownership of the issue.

Kevin, from The One Support team, was extremely helpful, clear, responsive and courteous. He listened carefully, checked his understanding with me and solved the issue with my router quickly. He rang me back as requested and followed up with a short clear email.

Do not go near this company as since we got changed over to this company we have had internet problems from day one can't wait to find someone else and looks like no network again all weekend

I emailed to ask about how much notice we need to give as moving house. Advised 30 days then asked when i wanted to cancel, i said from today which they took as cut me off instead of today being the day of the 30 days notice. Now they are saying we need to sign a new contract to get service back for 30 days notice??? No luck with customer service or support email, no response to asking for complaint to be furthered with CEO. What was a simple miscommunication as it was not properly explained will turn into a drama as I'm not going away. The CEO also needs to know that no attempt was made by his staff at sales retention, they obviously require more training. EDIT TO REPLY: You only offered reconnection through a new contract AFTER you had already cut us off. No attempt was made previously to this. Again a simple miscommunication which could have been easily rectified to satisfy a customer. Your emails were the shortest responses I’ve ever had from a service provider. Going off your reviews it’s obvious your customer service department is lacking customer service skills and experience to ensure your ratings are higher.

i was moved over from Octaplus phone to theonebroadband a few months ago. everything remained unchanged. about 4 weeks ago my phone stopped working and it is impossible to get hold of anyone. all they have done is sent emails saying i need to configure a new portal etc. But there is no info on what to do? All i want is the phone to work.

I was initially with Octaplus before The One bought their customers and had no problems before the change of service provider. After The One took over I have been unable to access my account entirely, completely unable to get a hold of customer support and they have failed to give me a static IP address, something that I am paying for. I have been trying to get the service I am paying for for months now, but as previously mentioned I can't even access my account with them to check my status or make changes there. Contacting "Customer Support" is more or less pointless, as pointed out by many other reviews, as you often just can't get anyone on the phone, and dealing with them through emails gets you absolutely nowhere.

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.

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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