uno Reviews 46

I was a customer of Uno for several years and generally found the service reliable, with helpful staff and useful off-peak allowances on capped plans. My recent experience relates to moving from FTTC to FTTP.

Before placing an order, I asked whether the fibre cable could be brought in via the existing overhead pole. Our front garden and driveway are professionally paved, and we would not accept drilling or digging that could permanently scar the surface. I wanted to understand the installation method before committing.

Because routing cannot be confirmed until after I’ve committed to the order, there is no way to avoid the abortive fee risk if the method proposed would permanently alter the property.

Uno advised that the route could only be confirmed after placing an order and an engineer attending. They also explained that if I refused the installation on the day because it involved digging or drilling, I could be charged an abortive visit/cancellation fee under their standard terms.

I contacted Ofcom for clarification, and they confirmed in writing that if the installation method would materially affect a customer’s decision — including where it could expose them to fees — that information should be made clear beforehand. Uno felt this did not change their position.

As I could not confirm in advance whether the installation would involve permanent changes to the property, and did not want to risk being charged for refusing such works on the day, I chose not to proceed and have since taken an alternative service.

In summary, my past experience with Uno was positive, but this highlighted a difference in expectations around what information should be available before committing to a fibre installation. Customers without similar property concerns may not find this an issue, but those with professionally paved driveways or similar constraints may wish to be aware of the process.

Thanks to Uno for their reply. I appreciate their clarification that routing information cannot be provided in advance and that an order must be placed first. As I cannot risk the abortive fee that applies if I refuse the proposed method on the day, I was unable to proceed under those terms.

I've used Uno for many years over my last 4 properties. Every time they have always offered a great, realiable service which I can rely on for my work in tech.

More important to me is that their support. They're always quick to respond and transparent with how they handle any issues, either during installation or when there is a technical problem.

I appreciate that on the rare occasion that there is an issue, if I explain my problem clearly and what I've already tried, they skip the flowchart-based ("have you tried turning it off and on again") back-and-forth questions that most ISPs require you to go through, and they'll look into the problem straight away.

Also, they offer a static /29 IPV4 block as an option on their order form. What's not to love about that? They also make it easy to manage reverse DNS.

Finally, I really appreciate that they are a supporter of the Open Rights Group which supports internet privacy. It's a good sign that the ISP cares about looking after their customers' data.

I always recommend them to friends who are looking for a new ISP, or having trouble with their current one.

I returned to Uno because they'd introduced their Fibre Direct Pro line. I thought my previous FTTP provider was fast but the ping times with Uno have more than halved (3 to 4ms on Ookla), and the real world throughput is so much better. I hadn't appreciated how congested the 'household name' providers were, but coming back to Uno felt like a breath of fresh air. These guys really know how to run a good network.

I've been using Uno since 2011 and can't fault them. Their service and support have always been outstanding. I made the mistake of moving Plusnet for a short while in 2017 - due to moving house and trying to save some cash - but I soon came back to Uno after suffering Plusnet's unreliable service and slow support. Uno may not be the cheapest, but they're the BEST!

I recently changed my ISP and had vDSL (FTTC) broadband only (no phone) installed by UNO.
The installation went without a hitch on the specfied day. The router which I bought from UNO was pre-configured and only needed plugging in. What more can anyone ask?
Communication with UNO was excellent, with prompt replies to my several emails. My main contact who guided me through the process could not have been more helpful and tolerent of my limited technical knowledge.
Anyone considering changing their ISP should certainly have UNO on their shortlist. Highly recommended.

From initial enquiry through to our activation today, I've been really impressed with the support. I've asked multiple questions via email - all responded to quickly. Changeover from our old provider was simple.

Couldn't ask for more!

Have been a customer since 2013 with no complaints. Any issues with connectivity have been dealt with swiftly and efficiently. Despite the advertised office hours tickets can be answered at any time of the day including weekends and these guys know what they are talking about, no reading from scripts here ! I've just recently been offered FTTP by a local company but have declined due to the unrivalled service provided by Uno.

Update: We have resolved the issue which turned out to be way down the chain with someone I think digging up a cable. My poor perception has been changed as the team have kept me well up to speed and have discussed some of their future, planned changes to help support remote workers. So - I'm back to my position now that I'd recommend them to anyone. Great job in turning a miserable customer into a happy one!

For years, my Uno broadband has been nothing but solid and reliable. Customer services which knowledgeable has never been super speedy.

Currently I'm experiencing issues every 2 months or so which last a few hours - painful when I'm trying to work from home. You can email support, and then you have to wait - last time I heard back from them was after things were sorted. (Phones don't open until 10am!) Given most of us now have a hybrid role, I would have expected Uno to scale up to make support more responsive. Similarly the status page when there are issues is too slow to show any updates.

So unfortunately, right now I wouldn't recommend them, however if they do sort out their support issues I would. Right now, I'm investigating moving away to another ISP.

Pretty impressed so far...
As a relatively new UNO customer all I can say so far is moving from my old ISP to UNO was problem free, I had a few questions that UNO answered over the phone and my Draytek modems been up constantly for 678 hours without a break.

I was lucky to get to 70 hours with my old ISP before a remote disconnection.

Actually, to be honest, life's pretty boring now, 678 hours of doing nothing, no reboots, no long phone calls to a script bod, no one shouting at me because the 'Internets' gone off, its just not cricket, where is the challenge !

I also like using my own modem / router and not some locked down garbage. I also max out my line, have a static IP, none of that 'Natted' rubbish and the UNO customer accounts page is easy to navigate and stuffed with options.

Very happy so far :-)

I'll start this off by saying that I've been with Uno ever since their broadband segment was known as Xilo back in the day. It's been a long, long time!

I've only had issues twice during my entire subscription to their broadband service. Both of those issues were when I was nightowling a few days for work and OpenReach performed maintenance during the early hours of the morning. To be expected.

Both of those issues were reported and the team came back to me within minutes of submitting that ticket. They explained the maintenance periods and noted that there may be disruption. Sometimes these things happen - I was previously a NOC and DC engineer, so it's easy to understand that maintenance does go ahead in the early hours to affect the least amount of customers possible in an area.

I recently upgraded to FTTP. This went ahead flawlessly, and I was connected on that very same day. I didn't notice any outage - I have the hardware to support a failover line. I was still subscribed to their VDSL service at the time, so I just configured two ports. One for the new FTTP service, and the other for the existing VDSL service. That hardware automatically switched to the FTTP line as soon as it came up.

Lo and behold, 350Mbps. Right on the money. No jitter, nothing more, nothing less. Goodput dictates that you'll always see lower numbers than advertised solely because of TCP overhead. Raw throughput is always the number that you see advertised, give or take optical quality and error correction.

Come yesterday when I asked for a regrade to 1000/115. The sales team near-immediately processed the change after a quick "I agree to all costs." The line went down for seconds overnight, then came back up at the exact speed I asked for.

I think they're overdelivering though... the speedtest came back as 125Mbps up. I'm not complaining... :)

TL;DR: Uno is a great, rapid, UK-based ISP with people I now know by name running support and NOC work. I won't mention them here, but if you do read this - Thank you for all the work you've done to help me!

I'd recommend this company to absolutely anyone. Thanks guys!

I am really grateful for the service that Uno has provided to us, especially from the customer service. They have done the best to install our connexion despite a complicated situation. Today, our internet is runing well, stable and fast. Thanks to Uno!

I've been with UNO for almost 3 years during which time my service has always been 100% operational, this is extremely important, as two of us earn a living working from home.
And yes, they are a bit more expensive than the usual lot, as someone said, in the end you pays your money and you take your choice.

I had a usage limited fibre broadband service for many years and with a family of 5 and WFH we were exceeding the monthly limit.
Requested a change to the unlimited service and UNO obliged.
Job done. Great service.

So far I have had no issues with the switch to Uno or their service once activated. Setting up my own router with their supplied settings was a breeze and so far (about 2 months in) speeds have been as good if not better than my old ISP

Excellent pre-sales advice and great technical support. Switched to uno duo advanced last month. Switch went smoothly and upload/download speeds are very good.

UPDATE: A year on, Uno Duo Advanced has
had consistently excellent speed (74Mbps, best my line will do). A few short (30 minute) outages, about the par for VDSL. Two were around 2am. I raised a ticket and Uno tested the line and responded within 15 minutes. Few ISPs can beat that!

I've just edited my review as new information came to light regarding my connection, once my new ISP took over.

I've been with Uno (initially Xilo but the same team) for FTTC for about 9 years and my service has been pretty much rock solid, perhaps 3 interruptions in that entire period.

Speed started off at 80Mb/s, which is the maximum possible at this location, but degraded over time to just 50Mb/s. Uno investigated this, OpenReach attended the property and concluded this is due to cross-talk caused by my aging ECI cabinet and the fact I am connected to a cabinet about 0.5Km away. Uno largely agreed with this view and my speed therefore remained at 50mb/s.

Upon the advice of a friend, I switched to a new provider to see if they could resolve the situation.

The new provider immediately noted this sub-par speed (line estimate for bad is 67mb/s), I said to the new ISP that Uno and OR had said this is just how it's going to be for me and, as it's due to a bad line, the fault is expected to follow me. The new ISP disagreed and said they had a duty (under their commitments to the Ofcom code of practice re. speeds) to investigate any serious speed loss on the line and that it was technically impossible for cross-talk alone to cause a 30mb/s loss in throughput.

OR attended again, identified a fault in the cable outside my house, replaced it 5 days later and I am back to 76mb/s.

So whilst I do think that Uno get a lot right as a provider, e.g. they are responsive to tickets raised, offer a simple range of high quality products, and generally have a good customer team who want to do the right thing, my personal experience showed a lack of persistence in their management of Openreach.

Yes, the fault itself was beyond Uno's direct scope, but they do pride themselves on being challenging with OR, but in my case they accepted OR's response when it was in fact an easy to diagnose and solve issue right outside my house.

I'd like to give Uno 3.5 stars to reflect some of the things they do get right, but I don't think I can call my experience a 4 star one, as I had to live with a basic cable fault in part because Uno were not challenging enough with what OR were telling them.

My constructive criticism to Uno is to take the good work you do further and sign up to the Ofcom code of practice, as that may compel a cultural change within the organisation to be more challenging with OR in speed and fault cases.

I've suffered terrible service from a major provider before finally moving to Uno quite recently. The service I've received has been outstanding. So far faultless!
The support department is fast and helpful and all issues dealt with instantly.
No hesitation to give 5 stars!

I want to say this company is amazing! Small and provides the service they say they will and the speeds you expect.
During the lockdown they offered unlimited broadband for all rather than stick to my 100gb limit.
They do not throttle speeds ever and my internet runs almost uninterrupted at all times with no buffering. This is despite having 2 work computers, a tablet, a laptop, 2 phones and a TV all using the WiFi at the same time!

Fantastic service as always. I have been a customer for 10 years and unlike the standard response you would get from BT " have you plugged it in", Uno know exactly what they are talking about and can fix so many issues for you without any trouble.

They cost a little more than your standard provider but as with most things in life, you get what you pay for and internet that works is worth spending money on.

After reading about Uno on thinkbroadband I made my decision to switch from Plusnet to Uno after a terrible experience with Plusnet and was noticing slow downs during Plusnet busy periods

My initial contact with Uno was asking some questions about the service. Matt was very quick answering them with full information.

My migration went very smoothly. On the afternoon of my migration I had a knock on the door, it was an Openreach Engineer saying I have a line fault. To my knowledge I didn't know I had a fault. Uno ran a line test on my migration day and sent an engineer out to resolve. Amazing!

So far 3 days in I couldn't be happier with the service, no slow downs at peak times, I am a heavy internet user being in the IT industry, No issues with IPSEC tunnels every just works as it should.

If you're looking for a premium ISP look no further than Uno

Thanks Uno - transformed my FTTC connection

Very smooth switch over. Everything up and running with new router in less that an hour.
Service seems excellent.
Extremely pleased - should have done it long before.