The One Broadband Reviews 

Recently been moved over from Octaplus. The problem is, I cannot remember if I am still in contract or not and I am unable to view my account on either Octaplus or The One. When I try to call The One, I just get an answer phone, and there is no reply to emails. Customer service seems non existant. However I do receive my invoices.

The silence from their customer service is frustrating. I renewed with Octaplus 2 days before I found out they sold their consumer business to The One, which was never mentioned in the renewal conversation.

I got my first bill from The One on the 28th of March (29294) and replied on the 2nd of April informing them the price is incorrect - it was for the pre-renewal price, I received no response so assumed they were just busy and sorted the pricing issue. My second bill was received on the 28th of April (37878) which is still for the incorrect amount, so they clearly just ignored my email.

Their terms and conditions state I can submit a complaint which they will acknowledge within 2 business days, and if it's not possible to resolve my complaint quickly they will let me know the steps they are taking within 5 working days. I submitted my complaint on the 28th of April (7 working days ago) and haven't got a reply to any of my messages.

The only thing I can do is assume they're not going to honour the renewal, in which case I'm out of contract so I have sent them a termination email on the 1st of May, I also sent it via their contact form so they can't claim to have never received my emails.

Throughout all of this I haven't heard anything from their customer service team, not in response to my request for support, no acknowledgement of my complaint, and all I have in response to my termination message is the auto-response from the contact form.

I feel sorry for the customer service agents, they're clearly understaffed.

Update: shortly after posting this review they sent me a short email confirming my service has been cancelled, while it’s great to finally get a response, they didn’t mention when it would be cancelled. I assumed it would be in line with their terms which would be the 31st of May, they cut me off on the 14th of May.

The One really can’t be relied on. Avoid this company.

Update in response to the comment from The One: I’m not sure why you think I’m called Tony nor why you think I haven’t paid my bill, I have never missed a payment. All you have done with your comment is shown the level of competence at The One.

The network quality is always bad, its beyond usable in normal times and improves by a bit in a night. I can waste my entire day waiting for night just to get my work done. Thinking of switching over to act fibernet.

I'm one of the customers that was being switched over from Octaplus to the one.
On the date of the switch, everything was actually seamless and my own router was working and connected. However the speeds I was receiving were under 50% of the minimum I should be getting. Support was great and fairly quick to respond, telling me that they were making changes and in contact with city fibre.

Then it all went so wrong.
The service light went out on the ONT and currently I no longer have internet access. I've replied to the ticket and they asked for another photo of the ONT (I had already sent one) and for me to restart the device. I've done that and still I have no service light or internet.

I responded and chased and I no response from support. I've got no idea if anyone will contact me. Who knows when I'll get the internet back.
It's frustrating, switching someone the day before the weekend and then leave them with no support or internet. I'm hoping this gets resolved soon and see speeds in excess of 600mb for my 1.2gb package.

Update 12/05/2026
My internet was returned 10am yesterday - nearly 3 days without any internet. However speeds vary so much - sometimes im getting the max and others its 300-400mb and its to early to judge on drop out reliability. Updated to 3 stars for now.

Update 21/05/2026
Speeds and connectivity are good and currently no complaints. Increased score to reflect that.

The great change from Octaplus to 'The One' has gone down terribly. There's absolutely no support on either end, I've called them on several occasions only to be met by a message saying their opening hours are from 9-6. It's absolutely disgusting when you're charging people money and not giving them support when needed.

It's been over one week without internet and we'll more than likely cancel the direct debit and find a new provider that actually provides good internet as well as customer service. How on earth are these guys still in business, surely they'll lose all their customers with the way things are looking.

I sent an email 2 days ago which has received no response, surprise Surprise. You're better off cancelling your direct debit and finding someone else. It's 2026 and WiFi is a very vital part of everyday life, it should be reliable unlike the service currently being provided.

If you want to keep your customers then I suggest you get some real technicians in and get the issue sorted across the UK. Surely something must be massively wrong if thousands of customers have had their internet drop out. It might also help if you improved your customer service and and answered the phone in the working hours...

Really poor customer experience with Octaplus migration.

I've been a customer with Octaplus since April 2025. Had a pretty smooth experience with them - a hiccup here and there but their customer support was really good and always got things on track again more or less immediately.

The first clue I had that the migration had occurred was not being able to get onto my work VPN because the static IP that I pay for was not applied. I tried logging into Octaplus but that didn't work so went searching through my emails to find a past support email only to find an email about that there was going to be a migration but with no specific date. Fine, so I thought that must be the issue and I'd try the new supplier. Couldn't see any account details so I tried phoning the migration line but that just tells you to send an email and hangs up on you. Not a great first impression.

I sent an email request for support on Saturday 18th April once I'd figured all this out, but that was not responded to because they only provide support Monday-Friday 9am-6pm. I had no response until Monday afternoon after having sent ANOTHER request because I'd already lost a considerable amount of work hours over the weekend and on the Monday morning.

To date (all 21 days!) I've still received no notice of an actual migration date and have to assume that it happened overnight on the 17th of April. I haven't received new account details so no access to their customer portal. I've had intermittent connection issues with the connection dropping off and reconnecting periodically. I'm ok with putting up with a few teething issues but I've now been in complete blackout with no internet connection for three days - almost four now - once again interfering with work and leisure time.

I had some response initially to support emails but it's been radio silence since trying some basic troubleshooting didn't work. It's been just about 36 hours since I've heard anything from support. I have requested updates but have been trying not to bombard them because I understand how much pressure they must be under. I also understand that some things take longer to fix, but not sending ANY update when a customer is experiencing total blackout of service is very poor.

Given the ongoing issues, lack of responsiveness, ongoing loss of work hours, I decided to just bite the bullet and switch over to a different supplier.

Imagine my surprise when I *immediately* got an automated response from TheOne claiming that I'm in contract with them for TWO YEARS. I duly followed the advice in the email to phone them only to be prompted to leave a voicemail(!) that cuts you off before you can finish it (I've tried a few times).

I'm genuinely at a loss here. I'm a reasonable person and I know migrations can have hiccups but this is ridiculous. My contract with Octaplus was for 18 months and would be due for renewal in October 2026. I've no idea why TheOne seem to think it should be April 2028 when they're supposed to be honouring the existing arrangements. Even if it WAS a brand new 18 month contract it wouldn't be for that long.

I've currently no broadband anyway so I'd really appreciate it if you could just cancel without penalty as a gesture of goodwill?

If possible I would give no star review. The service is constantly dropping and going off completely. Sometimes this is for hours at a time. It is at times laggy when it does work and never get full promised speeds when it is working. It went off last night and didn't come back on until almost 12pm today. Not an Internet novice and restarts didn't work.

Systemic migration failure, 19+ days without service, complaints ignored.
Migrated from Octaplus to Theone in April 2026 on a 900Mbps CityFibre package. What followed was 19+ days of service failure, ignored complaints, and a complaints team that has never once responded to a formal written complaint.
The failures in order: On 18 April, Theone's own support team told me to contact Octaplus — incorrectly, as the migration had already happened. This wasted 11 days. When internet finally failed completely on 4 May, a remote firmware update by their agent made things worse. PPPoE credentials were then sent to me in plain text via email — a basic data security failure. My fixed IP was silently replaced with a CGNAT address causing streaming failures across the household.
Their senior engineer admitted in writing that Theone is handling a "high volume of migration-related cases" — confirming this is systemic, not isolated.
Internet was only partially restored when I diagnosed and fixed the LAN configuration myself — not through any action by Theone.
Six household members including elderly vulnerable relatives have been on personal mobile data since 18 April. Home security cameras remain offline. No automatic compensation has been offered or acknowledged despite Ofcom's scheme being applicable.
Formal complaint submitted 6 May. CEO escalation submitted 7 May. Zero acknowledgement from complaints team on either. ETF dispute also unacknowledged.
ADR submission prepared and ready for 30 May 2026.
I would strongly caution any Octaplus customer being migrated to Theone to document everything from day one.

Honestly the worst company to ever have touched a customer service, octaplus moved me over to these clowns when they left the business they should employ actual monkeys and everyone would get further, the phoneline doesn't connect just says they're busy and cuts you off, tells you to email them of your internetis down which correct me if im wrong you cant access without internet (I dont get signal in my house on my mobile but stuck in contract) so thats a garden job my internet si currently all connected but they have messed something up and k cant even get on Google, now they're talking about sending me a new router on a friday so no resolution over the weekend so theres a loss of income which wont be compensated for. Cant wait until they try tell me im in a contract with them until 2999 let's see how long that lasts

If something goes wrong, TheOne Broadband is almost impossible to deal with.
Their support hours are 08:00–18:00, but getting an actual resolution feels unlikely.

I was migrated from Octaplus, and TheOne don’t even know what router I have because they never supplied it. That means every fault starts with delays and repeated requests for photos or details you can’t provide if you’re not at home.

You email them, they reply hours later asking for basic info, you respond… then nothing. You try calling, but every number goes straight to voicemail. No one ever picks up, and no one calls back. The problem just drags on.

What is really frustrating is the issue is possibly one to do with City Fiber and not TheOne. The problem is customers need to raise a issues via their ISP

Fine when it works — a nightmare when it doesn’t.

TheOne do respond to Truspilot reviews. In this case asking me to complete information request but I don't have any such request.

I was with octoplus, switched to different provider before their merger, and noticed that they still taking money from me, I confirmed with my current provider that they had informed octoplus of me leaving, but they are still taking direct debits from me, tried calling and sent an email, one week in still no reply, phone just cuts you off and no reply on email, avoid at all cost

Absolutely awful company.
Been with Octoplus for years, was teansfered to the one broadband april this year.
So far 6 days without internet, work, college and uni are suffering, used up all phone data to so far write 26 emails from friday, its now wednesday.
At first a lovely gentleman answered a coupke of my emails but now has gone quiet.
Phone lines non existent, customer service non existent and and no where near finding out how much longer it will all take to get us back up and running, absolutely fuming and frustrated.

Thank You One Broadband for such a swift response the fastest one so far in 6 days.
I would like to add that yes you told me on saturday a ticket had been raised with cityfibre and then again another one on tuesday, and yes i understand it was the bank holiday in between but if i am paying you for a service surely you should be chasing cityfibre on my behalf, this would then, maybe stop the emails i have to write to you to get an update on a daily basis.
Also when there is a vulnerable persons lifeline attatched to the service this become even more worrisome and urgent

We do not have internet connection since 29th April 2026 and my family member tried multiple emails to contact them. Initially they even denied that they have any of our accounts with them and forced us to contact Octaplus (who transferred our acccount to them). Now they are silent without any replies.

They don't have any human person to talk, I guess. Further, their computer-voice always says to send an email and never connect to a person to talk. Further I never got any call back from them yet. Pathetic service and I never reco to anyone. Very poor customer service.

Sorry readers - my only regret here is that I can't give zero stars to them!

We've been without internet for the last day or two and whilst we have had some correspondence with the customer care team it's been lacking on detail and updates. We never had this issue when we were with Octaplus.

Shocking connection, which isn’t solved by turning it off and on again.

Can’t get through to anyone, phone line disconnects due to volume of calls. No response on email after 5 working days.

Didn’t choose this company now allegedly in contract with extortionate early exit fees, which in its self is against ofcom guidelines.

Support is a delight once you get a hold of them, and hopefully this becomes less challenging once the surge of new customers has settled. Barring the customer portal which I'm sure will come soon, all my issues from the original review have been resolved.

Original Review Below:
The initial Octaplus transfer issues are resolved, but on a 900Mbps plan there are still random drops to 10Mbps throughout the day. I also don't have my static IP which I pay extra for, and support are non-responsive. Octaplus transferees are still also not able to log in to any sort of account to view billing history.

The One Broadband were very quick to reply to my e-mail when my property lost Internet connection, and as promised, their engineers fixed the issues within a few hours!

Very poor, once been switched automatically from octaplus , very poor service no internet for the whole day and no response from support team . Frustrated

Octaplus customer migrated to The One Broadband - service failure and contract issues

I was an Octaplus customer from September 2023 on a 12-month contract that ended in September 2024. I have been out of contract on a rolling monthly basis since then.

In March 2026 my service was migrated to The One Broadband. The takeover email from Octaplus expressly stated "your contract length stays the same." Despite this, I found my contract is now claimed to end on 28/04/2028 - a brand new 24-month minimum term I never requested, never agreed to, and never received any contract documentation for.

No Contract Summary, no Contract Information document, no welcome email, no invoice. Just a direct debit collected on 1 April 2026.

Since migration the service has been chronically unreliable. My UniFi gateway logs over 600 disconnection events in a single month - multiple drops per day, every day. As of 1 May 2026 the line is completely offline.

When I attempted to cancel I was told an Early Termination Fee applies. I have submitted a formal complaint citing multiple breaches of their own Broadband Terms (clauses 3.9, 5.2, 8.2.5 and 12.2) and the Octaplus takeover assurances. I am awaiting a substantive response.

Reading other reviews here, my experience appears to be part of a wider pattern affecting many former Octaplus customers. Customers being placed on new minimum terms without consent, service failures post-migration, support that is uncontactable.

If you are a former Octaplus customer reading this: check your contract end date in The One Broadband's portal. If it has been extended without your consent, you have grounds to dispute it.

My direct debit has now been cancelled as a protective measure. The dispute is being escalated formally. I will update this review when there is a resolution.

unable to see my account - terms and conditions - speed... Just an invoice and demand otherwise will be cut off (which was wrong) numerous try's at opening an account since switched from Octaplus...just nothing no communications / despite The one Broadband responding quickly to Trust Pilot - the main concern is NOT resolved - depite 3 requests to them - just fob you off with NO response or ability to open an account despite paying them and no return e mail on request to open the account - little note at the top to try again... after 2 weeks of trying.........and again a swift reply to trust pilot regarding my NON account - just give me access to an account - I cannot access or see my account - no response on the web site ....more response from Trust Pilot - thinking of moving accounts... they agree I have had a stable broadband connection for 4 days ... but cannot get into my details / which package / my details... maybe we open an account through Trust Pilot