The One Broadband Reviews 

AVOID BY ALL MEANS. If for any reason you was transferred to The One Broadband, just cancel the service!! NO SUPPORT AT ALL, NO RESPECT all they care is money.
Lucky me , they have cut off the service after 5 emails I sent to them (with no reply either) .
1 Star and it’s because you reached the bottom.

My broadband connection was originally with Octaplus and unfortunately, they moved the Broadband service to The One in March 2026. From then, I have not received bills for April or May 2026. When I wrote to inquire in April, their hotline was not answering. Then I wrote to their service email, and they replied that my connection is still with Octaplus and to deal with them. However, I kept sending emails to Octaplus, but I have not received any bills. My direct debit was also not transferred to The One and still indicating Octaplus. When I called Octaplus, they said my connection is with The One from April. However, I still have not received a bill after the transfer to The One. However, yesterday The One ceased my broadband service. When I called Octaplus, they said the connection is ceased by The One. I tried to call The One numerous times, but the hotline is not picking up, saying their number of calls is high, and to email them. When I emailed the my issue, they issued a ticket, but until now I have not received any email or a call. Today I decided to move on with another service provider. I'm very disappointed with this company, and I never recommend this braodband service to anyone.

Worst customer service ever, ive had to send over 30 emails you to get a response from them, and it issue still hasn't been resolved, the phone line is never answered it always hangs up, after telling you to email

To the reply from the one broadband, so why have you taken a direct debit in March? The only way you would get my bank details is by being transferred over to your service and Octaplus sent me a email confirming that you was taking my account

So why are you emailing me that you will turn the service back on if i cancel the request for another provider after i have paid you, that is against the law

I thought i wasn't a customer for your service so which is it aren't i or am i?
And here proof that i can
"Yes, you can request and install a new broadband provider while still actively using your old one" so yes i can request a new provider when still on another, so you can refund me for the service that im not getting from you

That where you should have got in touch with myself to get the change over sorted not stay silent because if you didn't get any payment the first thing to do would be get in touch, basic customer service

Are you refusing to turn the internet back on after i have paid £120?

Give me back the £120 i have paid and ive got an email from you saying that you'll be switching it back on tonight.

Terrible communication and they also argue and remove legitimate reviews, I will keep going. You have no right reporting and removing reviews that are legitimate especially how you handled octoplus customers transfers, you should all be ashamed!

Awful customer service, and I echo everyone else’s one-star feedback.

I’ve emailed them over and over again, but they do not help and only give very vague answers. It has taken months to “migrate”, with no real answers or updates.

I can’t cancel or pay the bill, and I feel completely stuck. I also can’t work from home because of this. I’m definitely reporting them.

REPLY:

When will this get solved still without any internet do I get compensation?!?!

This people literally robbed me. I asked them to cancel my contract on 30th June as this is my last day in UK. Today they charged me for June (sooner then usual direct debit day) and cut off my internet. Left me with no internet for the rest of the month but took my money before the usual day! Is this even legit?!
My ticket #1185 and june invoice number 49406 for identification.
I would like a refund please

So it’s crazy how you can respond to my trustpilot review but cannot email or call me still!

I am now over 24 hours without broadband and still not a single (not automated ticket) response.

I have also found out you have actually failed to take over the line from Octaplus so have therefore been taking payment for a line you don’t actually own and have failed to provide!

So to anyone who is having the same issues who had the move from Octaplus just change supplier nothing will come back to you and make sure you cancel that direct debit!!!! You will not have your broadband restored and you have a right to switch supplier and also get onto Ofcom and CISAS thank me later!

I work from home 2 days now I have been unable to work… Thank you

This is coming from someone who works in the industry themselves! I have never known a company like it and to have the cheek to want to sell telephony when you don’t even have phone lines that ring is beyond a joke. I’d switch your IVR too “we are experiencing a high number of calls and can’t answer your call” you don’t accept a single one the phone never rings 🤣!

Really poor service and very difficult to get hold of.
We were with Octaplus and they were “sold” off to this company
This company will claim you never had a contract with them and claim you never pay your bills and then blame you for their poor service when you can’t get hold of them.
Looks like many users are in the same situation when you look at the overview of this company
Avoid at all costs

After being transferred from octaplus, the transition was seamless but they've now cut off my internet it seems. Phones don't get answered and my emails have been unanswered for 24 hours now. I've had no internet and as I work from home this is pretty critical. I cannot log into my account either because it claims my email does not exist. This is absolutely unacceptable levels of service quality that I did not sign up to when purchasing with the excellent customer service from octaplus.

Update:
They finally got back to me, by asking me to re-sign a new 18 month contract for more money to reinstate my service. I'm mid contact with octaplus, something they guaranteed to commit to. There was no warning, and no explanation as to why this has happened. Obviously I'm moving to a new ISP because now I've got no internet for two weeks. This feels more like a mafia shakedown than a working company.

Octaplus transferred my 92 year old mother to 'The One' broadband and landline a month ago and she still has no landline working!
Tried numerous times to ring a person but just get a message then cut off.
Tried emailing them and just get the same message;

Our support team is currently investigating a number of telephony issues affecting some customers following the migration. We have logged your report regarding the fault on 01924 ****** and have passed this to our technical team for investigation.

Asked them to ring me without any calls!

Rubbish!

Will be transferring ISP ASAP!

Customer service is basically none existent, phone lines have been cut off with an automated message for literal months now.

Connection has been unstable and intermittent for weeks. No reply from email customer service.

I switched to Aquiss and they have been amazing, same speed but perfectly stable connection plus 6 months half price.

Been with Aquiss for weeks but I've still received a fresh invoice from The One.

Of course the phone lines are still going unanswered so I've had to email them requesting a refund due to not actually being with them anymore.

If I don't get a reply within a few days I will report The One to ofcom. And I will cancel direct debit and refund any unjust charges they invoiced me via my bank.

This company is shoddy and literally still charging me when I'm not even with them anymore.

Update:
(The one claim that my invoice is for the may period, when it clearly states I'm being billed from June 1st 2026 - June 30th- 2026. My contract with them in May. Their reply here does not solve the problem I listed. And their customer support still hasn't replied to my email. My review score still stays at a 1/5, this company is completely inept)

(Edit 2. They claim I will not be charged for the June 1st - June 30th period. But the charge has just come out. I've been charged £29 when my direct debit has apparently been cancelled.)

Signed up to Octaplus, no issues.
Moved over to The One Broadband, had no issues, till yesterday, where no service has been received at all.

Called and left a voicemail. Emailed, no reply.

Unsure what to do when recieving no service and no contact at all.

Currently looking for a new service provider.

Edit: The One Broadband suggested that I had not completed forms to transfer the service from Octaplus to The One Broadband. Octaplus inform me that all details were passed on. Have moved to Toob.

higher ping and inconsistent spikes after octoplus migration and they dont fix it the internet with octoplus was perfect stable everything i needed now there is constant ping spikes please fix it

Edit- response from them regarding not paying bills is totally incorrect too! Funny how they called to pay the first invoice when the switch happened as the direct debit didn’t automatically continue! Just lies on lies on lies as cop outs for the poor service. Shambles

I’d like to make the point even if bills hadn’t been paid you don’t leave your “valued customer” with no broadband service at all for 10 days with no response to then come back with that excuse! Which to reiterate the point is still a load of lies😊 If 3 invoices hadn’t been paid like you said then why didn’t you chase for payment once? Why didn’t you respond to my 15+ emails with a simple explanation? Because it wasn’t true! You messed up!

And I suppose the other hundreds of customers who you have done the same thing to haven’t paid their bills too? Laughable company.

People just move! I had a new service put in I went with Vodafone for £25 per month (half of the price since they tried to also increase the bill may I add). They actually speak to you on the phone oh and actually reply and don’t lie!

If I could give no stars I would! Avoid avoid avoid!

Not with them out of choice the company I was with originally merged with them.

So far today my broadband has been down since 1:30pm since my first email (because every number they have doesn’t ring) they sent me one reply with the basics of resetting the router.

I have since then replied with results of doing that (nothing). They have not once emailed back I have since then sent 7 emails yes 7 emails and not a single response. I have been down now for 6 hours I work from home so couldn’t even finish my days work.

This company is clearly a shambles and doesn’t care about “Customer Support”! But may I add oh they are quick enough to call you when a bill needs paying! I suggest you sort your priorities out and get my broadband back on I think nearly 7 hours has been long enough don’t you?

Can't get hold of anyone by phone. I called throughout the day at various times and it says they are experiencing a high volume of calls and to email them. I tried exactly at 9am (tried at 8.59 and answerphone says they open at 9am) and I still get a message saying they are experiencing a high volume of calls and to email them.

If you email them then you get answered the next day and the messages aren't even clear and don't answer your question. I asked about the procedure to cancel and they sent me a message that they are collecting the router on a specific day. The emails aren't answered in the same day and you can't even call them no matter what time of day. Glad I'm leaving them even if it was inadvertently.

Since moving from Octaplus, we have experienced constant dropouts - no intent to honour our original contract with Octaplus that included a static IP at no extra charge as it 'wasn't on the invoice' (why would it be?).

Phone lines are clearly turned off with an autoattendant effectively telling you to do one.

I have emailed several times over the last couple of weeks to resolve this before giving up and requesting to cease the service, of which I received a canned response 4 or so days later informing me 'they see no issues with my service!'. Cease my account. I have cancelled my direct debit. Get off my line so that I can switch providers.

Taken over from Octaplus that was reasonable experience. Not great but reasonable.
From the first day service was intermittent. Internet kept dropping out or slow speed.
Being realistic I don't expect that from 900Mbps I will get 800-900 all the time.
I would settle for 500 - 900 if connection was reliable.
I have to wait 10sec to start playing YouTube and it's not 4k.
I have 1080p max settings on my player so anything that or bellow.
So on average HD stream and it has difficulty to buffer the stream.
To Theone broadband Customer service.
My Address Yo265be No 10
Yesterday I had virgin media salesman knocking to my door.
I will research how to stop my contract cause after over month from switch, we have constant interruptions.
Somethings tells me they use incompatible servers or equipment with modems we got from Octaplus.

So my last review for this company just to warn others who you are dealing with.

1/ Call phone support number, it says email customer support cuts off.
2/ Sent 20x emails, with various questions about my account past month, not one reply.
3/ Gave up so emailed again asking to terminate account as One click switch doesn't work when trying to move to another supplier , and they never sent me any account details for my new account with them so could not transfer.
4/ Trustpilot replies from staff say email support they will sort, mmm !!
5/Then on holiday last week connection gone completely.

So one of my emails had been actioned with no common decency to reply to me saying your account will end ?
NOT ONE EMAIL SAYING IT WAS BEING TERMINATED, DATES ETC THEY JUST CUT ME OFF WHAT KIND OF COMPANY DOES THIS?

6/ I now have no internet until my new provider kicks in next week.

7/Hopefully the city fibre line is free from One Broadband (please check all your services are removed from my line) and I can get a company that actually answer the phone / email.

Thanks One Broadband, great service.
Regards a once Happy Octaplus Customer.

We signed up with Octaplus and it was great. Then The One Broadband came along and ruined everything. Internet drops in and out more times than you can imagine, I use WiFi cameras to monitor my dogs whilst at work, so the constant toss of a coin as to whether they are connected is far from ideal.

We try to contact the one broadband where we get sent straight to answer phone and never an option to leave a message. We then attempt to email to resolve the problem and it’s like your speaking to a wooden spoon. Customer service is so unhelpful and come across very rude.

Have been trying to cancel for a while, but believe it or not, we cant get through to anyone.

Bottom line is if you want to pay £30+ a month for an unreliable, pretty poor supported broadband service then this is the one for you. If like everyone else, you want something reliable, shop elsewhere.

Update,
I provided what you asked for in your reply, been over a week and still waiting to hear back from you.

Update,
Can you please reply to my emails, or request the information again. I want to cancel my service and move to a reliable provider.

AVOID LIKE THE PLAGUE. Absolutely appalling customer service. I’ve been trying to contact them each day for 32 days straight and have no response. The phone line tells you “they have a high volume of calls” and hangs up. The emails go unanswered. My broadband hasn’t worked for a month, and only the ISP (the one broadband) can raise a ticket with city fibre, but the one aren’t contactable. DO NOT USE THIS COMPANY. Update - they then miraculously respond in hours to the trustpilot reveiw. Asking me to contact them on their support email address!!! Guess what?? I’ve emailed them on that email address every day for a month and they never respond. Jeez. The lack of self awareness is staggering.