The One Broadband Reviews 

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.

If I could leave a negative review, I would.

Against our wishes we were switched from Octaplus, who we were fairly happy with. Since then however we have changed again to a new supplier for the following reasons:
USELESS INTERMITTENT AND SLOW CONNECTIVITY, NO CUSTOMER SERVICE, NO RESPONSE WHATSOEVER
AND COMPLETE IGNORANCE OF CUSTOMERS. You have the audacity to advertise both contact numbers and email support but in a month you have not responded. You have a lovely almost professional website but thats the best thing abouut you. It seems the ONLY place you respond is on trustpilot as well!

If you are thinking of joining the one, don't bother; perhaps just flush your hard earned money down the loo. You might get better support.

NOW THEY WANT TO KNOW IF I AM A CUSTOMER! THEY DON'T EVEN READ THE REVIEWS PROPERLY.

So sent 10 or more emails no reply, no one ever answers phone I have no internet, and no one in your company responds, has my account been cancelled?
You are taking money and not providing service, can’t switch as it says one switch transaction available error it’s like I don’t exist disgusting the way you are treating octaplus customers. Strange how you reply on here but not to one email.

Why does one switch not work what are my account details to move?

I had no emails from your comany confirming date it was ending nothing.

I was previously a very happy customer of octaplus.

I rarely feel the need to write a negative review of anything. However I cannot stress enough the dissatisfaction I feel with this company.

Since being migrated, I have received emails threatening cutting off service regarding the changeover of direct debit, which I was ASSURED would be sorted for me, with no intervention required.

We have faced multiple service outages, one of which is currently unresolved right now.

I am yet to speak to a single member of staff over the phone. Every single call is met with an automated response, which hangs up on me.

My emails are met with short or template responses, usually only responding to a technical issue, and not to my general issues with the company itself.

I would highly recommend avoiding this company unless some serious overhauling takes place, which I’d be surprised to see…

Edit: I now have internet again after multiple days of downtime. My ONT was on the entire time. The issue was not at my end, it was with the service provider.

Edit 2: as above, I have got my service back, however it has dropped out a number of times. I currently pay for a 900Mbps plan, and on average from Speedtest.net tests, I am receiving around 50mbps. I have received as high as ~250 and as low as 13.

I would also further like to add that I have still had none of my customer service / contract related emails replied to by your company.

I have sent numerous emails and tried calling over the past few days in order to cancel my contract. This seems to be the only way to get a response from yourselves. Please could you give me a recognition that the contract will be terminated.

Update: I have given you the name of the account holder to cancel yet you just seem to recycle the same message over and over again! I have done as you asked and sent an email and expect that my contract will be terminated as soon as possible. I have a 14 day cooling off period and this is day 5 of trying to cancel, there is no reason why this should be so difficult, i am well within my rights so honour your own policy and cancel it so we can both move on.

Update: You have not sent any emails for the past 5 days and have not responded to any of the emails I have sent? I have sent 2 this morning which have not been replied to? Is it cancelled or not?

Update: Thanks Bob in services for sorting this out.

Please people do not signup to this provider.
They have poor customer service, you cant get hold of anyone over the phone lines are always busy I have been trying to call for 2 months.
There main method of communication is emails.
Email respond time is another issue.My children are doing their A-Levels and they had to make other arrangements because the Internet was down during the time of them doing assignments.
I transitioned from octaplus, I was happy with them.
Now I am stuck with this for a few months.
I cant get hold of them, but they now how to collect their direct debit.I am paying for poor service.
I will never ever go with them again.
I would like to leave them under the consumer rights act.
I am paying for a service thats not deliverying.

Terrible doesnt cut it.

I am another of the unfortunate souls who have been sent over from octaplus. My service was great the whole time I was under octaplus now these lot are testing my sanity.

Broadband went down a few times but only for a couple minutes at a time so I let it go. Now however its been down for approaching 24 hours with no sign of going back on.

First of all what broadband provider is closed at the weekend? Do they expect broadband to behave over the weekend so no help will be required? However, even when the lines are open you get a pre recorded message of phonlines being busy then hung up on. Email in there words is the fastest way to get in touch. Another farce you receive 1 email reply thats as useful as a chocolate teapot. Genuinely 1 of the emails I got after starting a fresh chain was "yes there is an outage we are trying to fix". Now fair enough they've acknowledged the outage finally but jeezo more info please. Sent a follow up email with questions and, this will surprise you, no reply.

Ive been took for an absolute kipper with them. Got a call a couple weeks before the handover was announced to renew with octaplus which I done. Then I get landed with these cowboys.

Honestly dont go anywhere near them your better having a conversation with a unicorn if you have problems which you will have.

They do seem to reply better on here oddly. So once I finally get up amd running rest assured I will get the contract binned as they are not holding up there end and im not wasting money. Oh which reminds me the are quick to send invoices out and also send emails threatening to cut your broadband when payments not due for another week.

Truly yours

Guy with no Internet.

Coming from Octaplus. This company is a sorry joke. No phone support, email is so slow it may as well not be at all . When internet is down you need to go find another internet connection to send email because they do not have phone support. Then again if you want to check whether they replied.
I am cancelling the contract, they are not a real bussiness, just stole Octaplus customers.

Excellent broadband, I've read all the other reviews and that is not how my experience has been with this broadband provider. I was with virgin media paying £70 a month for a shockingly bad service. City fibre was installed in my street so decided to take a chance and change provider I'm glad I did we run multiple devices including 2 xbox1s smart televisions and mobile phones and the service has never dropped or went off. Currently been a customer for a year and not one problem I would definitely recommend

We are yet more Octaplus customers being transferred to The One.

We did see the e-mails from The One about the transfer over and we asked multiple times whether we could simply remain on our existing internet speed provided by Octaplus when transferred to The One (we have e-mails to prove this). Then suddenly, out of nowhere, we were disconnected on Friday 29th July 26'.

As others have mentioned, we cannot reach The One via phone and they don't respond to e-mails. It's utterly appalling and I would strongly advise anybody thinking of going with The One to completely avoid them.

Following the first response from The One below, I can confirm that we have 2 invoices from The One (latest invoice 37770) - so if we were not customers, why would we have received invoices and indeed an internet connection following Octaplus leaving the market?

Regardless, if you are supposed to be handling a transfer of customers to your service, you should have an available phone system or at the very least, a e-mail contact which actually provides a response. I noted 'customer' in inverted commas because I don't believe it applies here, even though it should.

Second update: If you've read this review and also read their two unprofessional responses, it tells you all you need to know about their customer service, or lack of.

It’s horrible. Constant service outages. Completely ignore emails. Payment issues all the time.
Was forced to switch to these guys due to Octaplus closing down.

PSA: Just cancel your direct debit. You have no contract with these guys. Find someone else immediately! There are many deals right now on MoneySuperMarket with cashback from Quidco!

I can't say that I would recommend taking a service with TheOne.

I am yet another Octaplus migrant who is suffering a sudden loss of service for no reason with no response to requests for support. I don't have any access to login details for their site like many others have said and there doesn't seem to be a process to get these details. There are no service status pages to inform of issues ongoing or planned.

The service has actually been fine up until this point so something bad must have happened in the background. They are not answering their phone, just claiming it's busy. Not sure they responding to emails. This seems to be the only avenue to get service so out of desperation I'm leaving a review here.

EDIT - I did recieve a response on email over the weekend asking me to check my PPPoE settings which I've never been supplied with. My connection with Octaplus had been using DHCP and that's one of the reasons I signed with them. The settings didn't work and I was told my connection would be restored by Tuesday. It came back Monday morning but I had to use my own router rather than the supplied router and my speed is now half of what I am paying for. I have also lost my Static IP. I have tried to contact them about these issues but have not had a reply yet.

EDIT 2 - To be fair to The One they did address the majority of my concerns pretty quickly on the Monday getting me back up and running. I am now seeing full speeds and have my static IP again. They haven't addressed my concern about having to use my own router though. I have decided to up my rating on reflection. They did reply to mails over the weekend so they didn't totally ignore me and they were pretty quick on Monday to try to resolve issues. I don't know if this could have been done over the weekend but I have a feeling this was not possible until the Monday for some reason. I feel they would have done it if they could have. So far the connection has been fast, stable and reliable so hopefully it was just teething issues.

After several years of excellent service with Octaplus, we were told our provider would be migrating over to The One. We discussed various options via email regarding new deals, but after a few weeks the correspondence ended. Despite all services being migrated we've been left with no Internet. No word from The One and their phone lines are down. To add insult to injury, we've also been charged for the month in advance. They are completely unreachable so therefore a direct debit cancellation seems to be the only way forward, with no prospect of getting a refund for the service we 1) haven't agreed to 2) haven't received.

I am extremely disappointed that my service was disconnected yesterday, particularly without any successful communication or resolution beforehand. I understand emails may have been sent, however I unfortunately missed them, and I find it very concerning that the service could be disconnected so abruptly given how essential connectivity is today.

Last night, I signed a new 18-month contract at a higher monthly price in good faith, expecting continuity of service and a prompt resolution. Despite this, I am still without connection and have been unable to get hold of anyone for support.

This disruption has caused significant inconvenience to our household, as we are high users of the service and rely heavily on it for daily.

If the issue is not resolved promptly, I will unfortunately have no choice but to raise a formal complaint with Ofcom and pursue the matter further.

I have been on a 2-year contract with octaplus, and right before it expired I got a new contract for faster wifi. After finding out that octaplus got bought by 'The One' i couldn't access my octaplus account anymore. From there the wifi started declining in speed, until yesterday afternoon (28/05/2026) around 2pm, when it was completely gone, and the 'internet' light on the router is not there anymore. I did some checks and reset the router, by switching on and off and restarting it, then i switched off the power completely and let it sit there for a bit before switching it back on, but nothing got fixed. So i called octaplus and they said the contract is disabled for some weird reason, even though I have been charged every month and the last payment was at the beginning of May 2026. So i called The One, and the automated voice says they are busy due to a large amount of income calls, so I had to send them an email and have to wait for a reply back through there. Since the automated message is saying to everyone calling them that they are busy and cut the line automatically, then there is no one actually on hold with them at the moment. In the meantime I kept calling them yesterday, but got no answer; called back before 6pm and it would say they are already closed so I had to wait until this morning to call them back. So today (29/05/2026) around 8:30am i called back, knowing that they are closed, but the automated message actually said they are busy with a flood of income calls, even tho they said they open at 9am. I have been using hotspoy for my laptop and other devices. I hope they will fix the issue before I run out of data. At this point I am willing to chuck the router in the trash can and move immediately to another company if this doesn't get fixed.

Utterly apalling service!
Since being transferred from Octaplus (which was a good and mostly reliable service) I have recieved numerous threatening emails to disconnect my service if I don't sign up to a new and more EXPENSIVE contract, which i'm sure must be very illegitimate business practice, and possibly contravening OFCOM rules.
My communications to The One via email have gone unanswered, and
my internet service went off yesterday whilst my 2 year old grandson was happily watching his favourite TV program, try explaining that to a 2 year old!
'The One' have again lost another customer with the farcical changeover from Octaplus....you couldn't make this stuff up!
My advice is to AVOID The One at all costs. Would rate them 0/5 if I could.

I was moved to them from Octaplus, I cannot get through to them on the phone and they ignore emails. I had a static IP
and a 900mbit synchronous connection that functioned as such, after the move I was behind CGNAT so the static ip didn’t route, the upload dropped from close to 900mbit to 150mbit, I can’t get through to them to even cancel as they are in material
breach of the contract that I signed with Octaplus, I was out of contract with them. I have waited to see if it improves or if I hear back but there’s been no improvement. Absolutely terrible ISP.

In response to the reply I have emailed the support email address numerous times and have yet to receive any responses. I have also phoned but been unable to get through to anyone. The support is non-existent or at least beyond the bounds of any reasonable SLA. The formal complaint has also gone unanswered.

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There doesn’t appear to be an option to provide further information here that is not public, I’m not seeing a Trustpilot request for information. That aside I have emailed that email address several times from my account email address and have had no response, support should not really need a public review to prompt a response.

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I’ve found an email from them which had gone into a junk folder, the link has expired now as it only lasts for 3 days.

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I guess the customer service here is just as bad and to add to being non-responsive it is also rude. Perhaps you might check your email and you’ll see that I am indeed a customer and one that has started the process of moving away from you. Based upon the other reviews it seems fairly clear that I am not alone in my experience so to anyone reading this I’m sure they will see consistency on my side of the story rather than with yours attempting to write my review off as jargon/fake which it is not. I cannot reply privately and am not going to put personal details on a public review page.

Internet outage and when you call they claim to be busy and hang up immediately. Seeing that they respond on Trust Pilot when they get negative reviews so here’s to hoping I can get a response or open my account via Trust Pilot 🫠 yes I am one of the Octaplus migrants. Just need internet that I’m paying for. Also, paid for 900MB but been consistently getting 150Mbps. Waiting for a witty response as they seem to be very good at that.

EDIT: still no response to my email. Still no internet connection 22 hours later

EDIT 2: I’ve sent an email with the name on the account. Ticket 806

EDIT 3: they say that the fastest way to get a response is by sending an email but nobody is responding to emails either OMG! I cannot imagine going through an entire weekend with no WiFi that I’ve paid for!

EDIT 4: very grown up reply. Thanks. So does that mean we are out of contract? And we can both move on? May I please have that in writing in an email because as far as I’m concerned, I do have a contract with The One. Happy to share said contract 😁 don’t be snarky when it’s your fault.

EDIT 5: I have shared the contract on email. Kindly confirm the termination of said contract on that email. You cannot dismiss my claims on having a contract when it exists and choose when to answer me or not! Respond to the email saying that we aren’t in contract and happy days for both of us

My Name is Mohib Ali i was with Octaplus broadband three months ago I was told by email that The One broadband was taking over the broadband service it was all fine until about 3 weeks ago when there was no broadband for few days or it will come and go it will work for few hours then it will not work, i have been emailing and phoning the company everyday so I can cancel the service but no one from the company gets back to me. At the moment i want to join a new provider and pay the money i owe to the one broadband, i just want to see the back of this company. I would advise people to avoid this company at all costs.
UPDATE: After reading the many negative reviews and the responses, I have now emailed a Formal Cease Request via email; waiting to see if they respond to that...
UPDATE 2: Writing this following their response below - I actually did respond to your email regarding the new router on the 16th May (22.23pm if you want the exact time since you are having that tone). Main issue is the lack communication and responses despite the many many emails I have sent. The new router email is the only one and they never responded again following my response to that. If only their customer service was as prompt as they were in responding to the negative reviews they (rightly) were receiving on here. To be clear, I only got confirmation of them receiving the Cease Request through this rather than via email!
UPDATE 3: Thanks for the petty response as seen to the many other negative reviews here. And also for confirming how quickly you respond on here rather than actually doing your job and providing customer service by responding to emails. Funny how you actually did send an email straight after seeing this - that takes the total tally of 2 emails from you compared to my 10+ emails. What's sad is how you are literally proving me right and showing to all the other people that come onto this page that you spend more time on here instead of doing your actual job dealing with issues. Even an apology for the terrible service would go a long way but I won't be holding my breath.

Migrated to The One Broadband from Octaplus with a valid contract in place: 12 months, 900 Mbps, £25/month. Instead of honouring these terms, they billed me £32 twice – an overcharge of £14.

When I first contacted them on 29th April, I received no response for two weeks. Only after sending a follow-up on 13th May did I hear back – and their response was simply: "We can offer you the price of £27 per month on an 18-month contract. Please let us know if you are happy to proceed?"– with no mention of refunding the money they incorrectly charged me. No apology. No explanation. Just an attempt to lock me into worse terms.

I then submitted a formal complaint on 13th May 2026 with full documentation. Their own Complaints Policy promises an acknowledgement within 2 working days and an update within 5. It has now been 14 working days and I have received nothing.

Today, 27th May, I sent a further follow-up email – which I fully expect will be met with the same silence.

The level of incompetence and disregard for customers is shocking. Avoid.