The One Broadband Reviews 

No Internet at night time.
The worst customer service
I have been with them for 4 months and I can't say one good thing.
You can't speak to anyone EVER!
THEY DONT GET BACK TO EMAILS.
They can't even set up the direct debit
Please use any other company.

Since the migration from Octaplus on 29th April we have been without an internet connection. There is no issue with the city fibre connection coming into the house, we have the same WiFi router so this is not the issue either. I have tried calling to which there is no answer and the line just rings out. I have sent several emails to the support address and all I have received is a generic email back saying someone would be in touch but again I have had no contact from anyone. My wife and I work from home and have had to hot spot from phones in order to do our jobs. We have been 19 days without working broadband and seem no closer to a resolution. I have tried switching providers but this isn’t working as I am unable to provide my account number for the The One Broadband.
Update: This doesn't excuse the lack of customer service and non-response from your support team. There is no record on Cityfibres website of an outage in my area either. What has been done in the last 19 days to rectify this from your end?
Update: will this mean my service will return today? The OTN has been displaying all green lights. It is only the router that is displaying an orange light for the internet. So I am struggling to understand what sort of a 'Block' could be on. Can an official complaint be raised for my case? Can you also confirm that compensation will be applied in this situation. I am sure your records will show service has been down since 29th April.
Update: Can you provide me with an update on the escalation with CityFibre? When will service return to my home.
Update: I have emailed. We still have none internet.
Update: I have followed the instructions to update the router but this has not worked. I haven’t had any response from the support team to my last email stating the connection had failed. Can someone confirm what next steps are being taken to get me back online?
Update: I was informed that a new router is being shipped ‘shortly’ and that I would be provided with the tracking information. I have not received tracking information or confirmation that the router has been shipped.
Update: having logged in to the tracker it seems like fedex have not collected the package to deliver. Can you confirm this has been sent on a next day service? It’s is looking increasingly unlikely that this will be delivered on by Friday as stated and most likely means it won’t arrive until after the bank holiday. We are now 22 days without working Internet. Can you confirm that an official complaint has been logged and that we will be compensated for having no internet service?
Update: I have called Octaplus and they have confirmed that migration took place on the 29th April at 2.28am. The 19th of this month would have been when you first attempted to resolve the issue with my broadband. As of yet there is still no internet connection in my house as the new router is still in transit. I make that 22.5 days since I have been a customer of The One Broadband that I have been without broadband. The past 4 days mark when I finally managed to get some traction with your support team but I have had to resort to writing a Trustpilot review to make this happen.
Update: I have set up the router as instructed and there is still no internet. The internet symbol is red/orange.

Update:I have now been without broadband service since 29 April 2026 at approximately 02:28am following migration from Octaplus to The One Broadband on the CityFibre network.
Despite numerous calls and emails, the issue still remains unresolved after more than 23 days without service. I have also received conflicting information regarding the migration date. Octaplus confirmed the migration completed on 29 April, while The One Broadband have stated the migration did not occur until 19 May.
Due to the prolonged total loss of service, I have now attempted to migrate to another provider (Sky Broadband). However, I have been informed that multiple takeover attempts have failed or been blocked, which is causing further delay in restoring service to my property.
I have today sent a formal complaint email requesting:
* confirmation of the CityFibre wholesale migration/completion dates and timestamps;
* clarification of any pending orders, holds, or provisioning issues on the line;
* confirmation that nothing is preventing migration to another provider;
* details of compensation arrangements for the prolonged outage.
Given the length of time without service, I do not accept that any exit or termination fees should apply.
I would appreciate an urgent response to the formal complaint already sent to support.
Update: Thanks for confirming. Could you provide a more detailed response via email to verify the details below? I want to be sure I am returning the router to the correct address etc…

The One Broadband recently took over Octaplus Broadband, which transitioned seamlessly. Recently had email informing of a fault to be fixed along with outage for a short time, this was followed by an email informing it had been completed. Had an issue with minor incorrect billing issue, which was resolved by phone with Harvey in sales to my satisfaction with apologies for inconvenience. Very happy with response and courtesy from The One Broadband.

Edit: where is the communication from yourselves regarding the cancellation. All I have done so far is to ask to speak to someone about changing and you the only way you are communicating is through this. Are you sending it all to the other customer?

Edit: obviously have the wrong customer because all my bills are paid up to 31st May. Is that defamation, stating that fact on here?

As I can’t respond to the reply. Yes I did get an email back - over 24 hours after my initial email about being offline, still no response to my phone calls or any explanation on how I access the portal they have allowed me to use apparently to see my own account. They just keep making it worse. I found a phone number that gets answered but the notes are not to put anyone through to customer service. Pretty sure is because there’s no one doing it. I just want to leave but no one replies. It’s actually quite a good plan but hopefully will go wrong if no one else joins up

Is down more than it works, they never call back, service desk never picks up. Only time I get a response is when I give a terrible review

I would give this company zero stars if I could. I was moved to the One Broadbsnd via Octaplus. Since the takeover the system is constantly down. They do not respond to emails. I have no login details to access my account. I am now going to contact the ombudsman and raise a legal case against them. DO NOT USE!!!

Having terrible problems with my transfer from OCTOPLUS to one broadband mainly the fact that I’m unable to obtain a vat invoice for buisness and it seems absolutely impossible to contact one broadband by e mail or phone.

I was transferred over from Octoplus like many others. I am disabled and rely on many smart devices around my flat lights , switches etc and can not survive without a constant reliable service. Which this isn't. I have emailed them and left messages telling them I want to leave , but no one has got back to me. Do not touch them with a barge pole.

No service again. No way to contact them , well there is but never heard back from the last time.

All the other one star reviews are accurate in my opinion. Suffering the same issues .

I have no access to my account. I want to manage my account, check bills, etc etc but apparently those transitioning from Octaplus cannot access the portal.

Avoid The One Broadband at all costs.

I was originally an Octaplus customer and never once had any issues and then i was transferred over to The One Broadband. After enquiring about switching to Vodafone, my broadband service was suddenly disconnected only 2 days after they had already taken payment for the month.

At first I believed there was a fault with my home network and spent a significant amount of time troubleshooting the issue, only to later discover that my service had been intentionally disconnected. No proper notice was given despite me having paid for the service.

To make matters worse, The One Broadband then attempted to claim I was tied into a new 24-month contract, despite previously being out of contract with Octaplus. I never knowingly agreed to a new 24-month term and have asked them to provide evidence of this alleged agreement.

The whole experience has been stressful, disruptive, and extremely unprofessional. Disconnecting a paid-for service without proper notice is unacceptable.

I am now seeking:

* A full refund for the payment taken
* Compensation for the disruption caused
* Proof of the alleged 24-month contract

Based on my experience, I would strongly advise others to think carefully before using this company.

####### Reply #######
Not sure who's connection you are looking at but my Internet connection is still disabled. So Please stop trying to defend your position with template reply's to all issues on this platform.

This is confirmed by your support team with the following email.

"Your service has now been cancelled as per your request.
If you would like to have your service reactivated, you will need to sign a new 18 month contract

Kind regards,

Support
"

Recently been transferred from Octaplus, never before had an issue until this transfer. The WiFi strength is weaker and the WiFi everyday will have random moments where it goes. I joined Octaplus because it was good, now I'm stuck with this rubbish. I look forward to changing to someone else.

Having been transferred to "The One" after a few years of perfect service from Octaplus I can only say the following:

1 . Our Internet is intermittent, we have daily extended outages.

2. You cannot ring them. The telephone number goes straight to voicemail. They do not respond to these voicemails

3. The voicemail states you must email their support team. They do not respond to emails. I have sent 4 over a period of a month. Not one has been replied to and we still dont have reliable internet. What they will do is randomly email to say you need to setup a direct debit (its already setup) or they will cancel the contract. They then email shortly after to say it was sent in error.

Avoid at all costs. We are shortly going to be cancelling our Direct Debit.

Update- after adding this review and sending some more emails after repeat further outages, The One Broadband have been in touch via email asking for a copy of the router which I have sent.

They called today whilst I was at work and I provided them over the phone with my Wife's mobile number. Unfortunately they had missed a digit off and despite sending them the number again they have not called her.

They have however added an update here, saying they havent received an answer. You haven't been waiting for an email from me, and you haven't phoned my wife. Please actually contact your customers rather than writing public (and inaccurate) responses.

Got switched from octaplus, not had WiFi for 2 days numerous emails and phone calls with no response, no help whatsoever!
Now almost a week later no internet still, numerous emails to get one reply saying there was a missed bill, there was not, proof has been sent and yet still nothing. Absolutely shocking!
Update: I still have no internet and no reply to my email from weeks ago asking to close my account due to a move. Can someone please get back to me via phone call or even email so this can be resolved.
Update 2: can I get my WiFi cancelled I have been trying for over two weeks now.
Update 3: I have already sent you numerous emails notifying of wanting to cancel. I will be sending one more.

With the reliance on broadband in the home, I definitely could not recommend this supplier. They experience constant dropouts which is extremely frustrating. I will be leaving for another provider.

Was originally with Octaplus. They switched it to The One. I wish we had the option to source other internet providers because this has been absolutely shocking. I get the outages in the first couple days fine. But since then we have had nothing but problems. And everytime you email to say there is yet another outage; generic emails to say “we’re looking into it” then again it’s ok for 1-2 days then another outage. Again woke up this morning. No internet again. Which I’m sure like many others in 2026, it’s not just the internet it’s our TV that also won’t work without the internet so we get left with nothing. Absolutely shocking service, supposed to be paying for a 1.2gb we’re not even experiencing that.

They cant improve if they never respond to customers issues.

10 emails in a week and no response cannot contact by phone as it directs you to their website.
round and round in circles
The reason I now have sufficient connectivity is searching on the internet gave me a partial answer. A simple phone call should have resolved

the worst company i've ever seen. no one answers the phone, no email reply, carp service. its been 2 weeks still they didnt fix my internet and didnt even replied to my emails. i'v sent more than 70 emails but no response

everyone must ignore the company. bunch of fraudsters.

Absolutely terrible customer service more accurately no customer service was originally with octaplus got moved here and it all went bad didn't tell me I missed payments cut me off I paid the money owed but haven't resumed my service cant even contact them to cancel or switch to new provider so I would avoid this company at all costs

I have tried to contact them by email many times. I asked them many questions about my account as they never took my May payment which was supposed to be taken on the 1st.
I then received an email on the 12/5 saying if I don't pay my payment my service would be suspended in 48 hours. I have been trying to pay them since the beginning of May. Today they also sent me a link to pay, but the link did not work. They also never answer their phones. Never delt with a broadband company this bad.