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    Onecom

Onecom

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Overview

Onecom has a rating of 2.5 stars from 385 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Onecom most frequently mention phone line, cold call, and direct debit problems. Onecom ranks 8th among Internet Service Provider sites.

  • Service
    30
  • Value
    27
  • Shipping
    20
  • Returns
    19
  • Quality
    23

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Reviews (385)

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karl davies (54) customer service (70) sim card (16)
Thumbnail of user samm2580
GB
1 review
0 helpful votes
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January 11th, 2025

OneCom have the worst customer service I have ever experienced. I have been a business customer with them for a few years. I changed networks, service provided by onecom. My phone lines were deactivated and I was left without my business numbers for 3 weeks. They have an overseas call centre that take 30 plus minutes to answer. They only operate during the working day. You have to explain the whole situation every time you speak to someone, nobody takes responsibility for your account. Onecom offered me £50.00 for the inconvenience, I declined as I wanted my numbers working instead. The call taker didn't know what to do, so she ended the call and emailed me the offer, however no offer to resolve my problem. Changing networks is a simple task, onecom has made this a 3 week huge interruption to business. I had to purchase PAYG sim cards, my phone line was deactivated whilst I was out of town at a conference. I had no way of getting in touch with my team, equipment on the lorry needs data so that my crews can access the jobs, this was also deactivated during the day without any warning. The CCTV is monitored remotely, this is also via a data sim, the CCTV was impacted. So many elements of my business have been interrupted by me choosing to remain a oncome customer. Please take my advice, do not use them. If you are currently with them, move away at the end of the contract, as when it goes wrong, they do not care and will not resolve the problems. This will cost you business.

Date of experience: December 27, 2024

Thumbnail of user matthewm2699
GB
1 review
0 helpful votes
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October 3rd, 2023

I would like to give no stars but that isn't an option.

Please, please do not join Onecom! Don't believe these reviews. They do not care about you, they are rude, aggressive, unhelpful, they lie. You'll be stuck between them and the network provider when you need help as each party says it's down to the other.

The stress they have caused me since joining them in May 2023 is unbelievable. No one responds to you, you are constantly chasing them for answers. Which usually comes across as them sitting on their high horse, not caring, knowing there right and can't be wrong.

I'm sure they've breached some kind of data protection law, as every time I ring complaints (which is a lot) everyone knows my name before I even tell them?

They have breached terms in my contract and they won't terminate the contract unless I pay the exit fee!

Please, please do not make the same mistake as I did!

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Value
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Quality

Date of experience: October 3, 2023

Thumbnail of user mels290
GB
1 review
0 helpful votes
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January 2nd, 2024

OneCom are taking my elderly dementia ridden Dad to court to pay £1000 fine for cancelling his contract a few years ago because the broadband hardly ever worked. OneCom customer service was non existent and no one would fix the problems so he had no alternative but to switch providers. Shame on you OneCom preying on the vulnerable with your dodgy contracts and shoddy service. See you in court!

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Value
Shipping
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Quality

Date of experience: January 2, 2024

Thumbnail of user gk137
GB
1 review
4 helpful votes
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September 9th, 2022

If you are self employed/sole trader and are not VAT registered do not use! Their sales people quote EX VAT and there is no cooling off period so once you sign that contract thats it. Plus all the discounts that they hard sell you over the phone end in 17 months (they don't mention that). If you don't thoroughly read the contract you do not notice this as there is so much on it while a sales person is rushing you to sign.

Date of experience: September 9, 2022

Thumbnail of user krzysztofk41
Poland
2 reviews
1 helpful vote
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May 25th, 2023

Don't trust to any words they say. They promise to reduce my monthly costs and offer some additional "free" services. They verbally assured me that I will pay a certain amount and then they sent a sneaky contract. After a year with them ended up Paying £260 monthly instead of verbally agreed £48!

Tip for consumers:
Don't trust to any words they say. They promise to reduce my monthly costs and offer some additional "free" services. They verbally assured me that I will pay a certain amount and then they sent a sneaky contract. After a year with them ended up Paying £260 monthly instead of verbally agreed £48!

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Value
Shipping
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Quality

Date of experience: May 25, 2023

Thumbnail of user juliek1005
GB
1 review
1 helpful vote
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March 10th, 2023

Long story but I signed up March 2021. Seems like a good deal but 17 months into the contract costs went up dramatically. I've no phone signal worth talking about where I work from home. Complained - they can't fix that and the only way they will reduce the cost is if you sign up for a further 36 months. I refuse because I just want out. They don't do complaints and as it's a business contract Complaints Ombudsman doesn't apply. Avoid Avoid Avoide

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Quality

Date of experience: March 10, 2023

Thumbnail of user richardg3057
GB
1 review
1 helpful vote
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March 10th, 2023

Robbers in suits with a head set.

Was cold called and missold a really expensive contract by these thieves. Please please if anyone is thinking of getting a contract go directly to a main provider. I can not stress enough how dangerous this firm are.
Do not use these thieves!

Tip for consumers:
Never use

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Value
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Quality

Date of experience: March 10, 2023

Thumbnail of user nickc694
GB
1 review
2 helpful votes
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December 10th, 2021

Got hooked into a 36month Business Contract and given bad advice about terminating my existing contract early. No way to terminate early or cancel like a personal contract. Cost me. Thousands of £. Will never use them again or recommend them.

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Value
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Quality

Date of experience: December 10, 2021

Thumbnail of user roisinc7
GB
1 review
1 helpful vote
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January 19th, 2022

Contracts and agreements appear to consistently change from one day to the next as they pile you with paper work! Getting everything in writing doesn't stop them from consistently amending the contract to suit them profit-wise. You are better off getting a contract directly from your phone provider. They will stop at nothing to get as much money as they can off you - their profit is their main focus not you the customer. Their starting point is a promise of a cheaper and better deal but that is just to get you hooked into their game. The deal is adjusted over and over to suit them. If you decide to take a contract with OneCom, make sure you make good use of your 14 day cancellation period; check and cross-check all the pile of paper work that comes your way from them to make sure it is all saying the same thing!

Date of experience: January 19, 2022

Thumbnail of user r.a.s2
GB
1 review
1 helpful vote
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February 4th, 2024

I managed to end the contract,but not to my satisfaction,gaslighting,let's say strange accounting methods, completely at odds with what is stated on any website.Allso it is useless trying to get any help from so called ombudsman,as these companies are self regulated.GO TO The SIM only pay monthly companies,it wont be as stressful or as expensive.

Date of experience: February 4, 2024

Thumbnail of user robertn1957
GB
1 review
3 helpful votes
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February 13th, 2023

Cold called us then got tied into a 5 year contract. Cost me thousands to sort out our IT because of it. Called after 5 years to cancel contract then they took us to court for anther 5 years fees. Nearly £4,000!
Be very aware I cannot write what I really think, nut never never again

Tip for consumers:
Look at all reviews i wish i had

Products used:
Phone lines and internet

Service
Value
Shipping
Returns
Quality

Date of experience: February 13, 2023

Thumbnail of user paddyd12
GB
1 review
3 helpful votes
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March 13th, 2023
Verified purchase

They are purposefully misleading and deceitful in their selling practices hitting people with extortionate bills. I thought it would be £30 a month for a mobile phone contract but was hit with my first bill for over £300. They target vulnerable self employed people with business contracts that have no cooling off period and naïve individuals are not aware of this and are locked in for 36 months. They deny any wrongdoing and continue to say that everything is confirmed at the point of sale which is further lies. I've had to get the Ofcom regulator CISAS involved to cancel the contract as they sided with me that I was mis-sold. Onecom continue to deny that I was mis-sold and offer no apologies, it has caused me so much stress and hassle and I detect no remorse from their staff as they already know what they are doing is wrong and they continue to do it.

Tip for consumers:
Do not engage with this company at all

Products used:
Mis-sold mobile phone contract

Service
Value
Shipping
Returns
Quality

Date of experience: March 13, 2023

Thumbnail of user chriss4146
GB
1 review
1 helpful vote
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November 16th, 2022

A very devious, corrupt company who take joy in miss-selling customers. Be very careful checking your contract with OneCom, I verbally signed up to an £18 a month contract (cheaper than my previous deal). After a month my first bill arrived at nearly £200! I called to cancel and was quoted a fee of about £5000+ to get out of my contract as there was no cooling off period. After 2 months the telecoms governing body CISAS instructed OneCom to cancel my contract, refund me and send me a letter of apology. Google the words OneCom and SCAM or FRAUD and get a true picture of this company. My advice would be run for the hills and don't even entertain a conversation with them or it'll cost you x10 what you're expecting.

Service
Value
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Quality

Date of experience: November 16, 2022

Thumbnail of user shelliel26
GB
1 review
1 helpful vote
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January 23rd, 2023

This company are so polite and friendly to distract you from their devious miss selling! They sound very professional but it's what you don't hear that matters! They give you a great price for a 36 month contract without telling you that they great price is only for the first 17 months, by then you have to agree to whatever price they give you as you are contracted to them for another 18 months! They add more services to your contract without discussing it with you and then rush you through the signing process so you don't notice. Once you've signed you find out 'THERE IS NO COOLING OFF PERIOD!' There is even a Facebook page full of people who have had this happen to them. Please, please be careful!

Service
Value
Quality

Date of experience: January 23, 2023

Thumbnail of user sarahs885
GB
1 review
7 helpful votes
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August 24th, 2019

Avoid like the plague. Transferred out Vodafone direct contract without permission, conned my elderly mother into a sim only contract with no insurance for the same price as our original fully covered policy with free upgrade, finally now to be told contract has been switched back to vodafone, go into Vodafone shop and guess what, still with onecom, and their customer service isn't available at weekends to sort it out.

Date of experience: August 24, 2019

Thumbnail of user keithe105
Ireland
1 review
0 helpful votes
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February 22nd, 2020

I Just wanted to say thanks to Kirsty J. From Onecom Who just sorted my problems out super quick! Many thanks you are a star and my mini sim is on its way!
Having been to the Vodafone store who failed, it was a pure joy to get sorted in mega fast time.
Thanks again.
Keith Evans;-)

Date of experience: February 21, 2020

Thumbnail of user amyr84
Jake B. – Onecom Rep

Thank you for sharing your experience, Keith. It’s great to hear that our teams have looked after you well but naturally it’s disappointing to know you’ve had some issues along the way. We are always looking for ways to improve and to offer a better experience for our customers so it’s important that we receive feedback and we will be sure to pass on your comments.

Thanks,
Onecom

Thumbnail of user frankh79
GB
1 review
22 helpful votes
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February 16th, 2016

Cold calling by very slick team, that talk you into moving over. However following research, I opted to pull out during my "cooling off period"... the sales person was nothing short of rude and offensive, then SHE slammed the phone down on me...!

Date of experience: February 16, 2016

Thumbnail of user davidl317
GB
1 review
0 helpful votes
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July 27th, 2016

Do NOT touch these charlatans in any manner. They have spent all of their money on skilful manipulators / cold callers. Once you've signed up in turns out that, in fact, the offer is cheaper than your current provider, because it's a much lower service. And then look forward to agreeing a bill for £25, only to be charged £138 instead, every month. Oh, but there's no way to query it because the email bounces back, and they hardly ever answer the phone. And, when you agree something on the phone, this doesn't change when you see the next bill. Seriously, I think their business plan is to make everyone simple pay their 2 year contract up front to escape from their evil clutches. Please please avoid!

Date of experience: July 27, 2016

Thumbnail of user fionat4
GB
1 review
0 helpful votes
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August 4th, 2016

Shocking quality of service, customer service and have been lied to. Direct debit not cancelled, take us to court. If you are unlucky enough to swallow the lies about saving £10 a month over BT (every penny counts) and then it costing over £20 more, deal with them via email. We have found that even the nicest of customer service staff lie about what they have said. At least emails we have sent over and over again will stand up in court. How a business like this is still going after such a short time amazes me.

Date of experience: August 4, 2016

Thumbnail of user jonj35
Netherlands
1 review
22 helpful votes
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August 23rd, 2016

Do not sign up to this company, if you have then go through the Ombudsman Service to leave (nothing else works and we have been trying for about 5 months)- https://www.ombudsman-services.org/communications.html

Date of experience: August 23, 2016

Thumbnail of user iaino
GB
1 review
28 helpful votes
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January 27th, 2016

Cold called me, I normally would have said no thanks but had a problem with my existing supplier and was I suppose feeling vulnerable. The problems started straight away, I quickly tried to cancel the deal but it was too late I had apparently agreed to a 3 year contract and would have to pay the full term if cancelled! Since then I've had not one bill which was at the agreed original cost for various reasons... the latest and most common was not taking the direct debit then charging me £15 for the privilege of paying in another way! This has been ongoing for most of the term. Today has seen a new high with them disconnecting my phone line, because I refused to pay the extra £15 for the last 2 months! Whatever you do don't change to this company. I hope this helps someone? Regards Iain

Date of experience: January 27, 2016

Thumbnail of user bobt285
Australia
1 review
11 helpful votes
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January 25th, 2019

I've been a Vodafone customer for 25 years and Onecom now handle the account. There has obviously been a change of management, as they now resort to using devious deception to make sales, and tell outright lies about getting things sorted. They have owed me £700 + for some time now, after lying to me repeatedly about my contract. They have avoided sending me the copy of the sales conversation which will clearly prove my case. They agreed to pay the refund, but guess what... they never do. Avoid these people they cannot be trusted.

Date of experience: January 25, 2019

Thumbnail of user ravip11
GB
1 review
6 helpful votes
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January 19th, 2017

Over the past 6 months we have seen our bills more than double with this provider. We have been with them for over 2 years and while the initial service was good it seems to have gone downhill with very poor customer services. They have inflated the prices of calls to 0844 numbers to over a £1 a minute and round up the call duration to the nearest minute to maximise their charge. I have contacted them several times about this in the last 4 months with no resolution and no reduction or refund of call costs. They simply say that they will "pass it on to the billing manager" and then we hear nothing back. Complete shambles of an operation. Avoid at all costs.

Date of experience: January 19, 2017

Thumbnail of user amyr84
Jake B. – Onecom Rep

Hi Ravi, thank you for bringing this matter to our attention. We are sorry to hear that you have been experiencing issues with your bills and we would like to investigate this matter further. If you could email your account details and any other information to feedback@trutelecom.com, then we can look into this matter further. Many thanks.

Thumbnail of user yvonnes38
GB
1 review
19 helpful votes
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June 16th, 2016

After several pressurised phone calls I agreed to switching my service I then had a letter from my what I thought was my old provider stating they were going to charge me just under £35 for my internet to continue. I rang T T. They said I was also having the internet with them at no time did they mention on the telephone that they were not giving me the complete change over I assumed they were, I was told several times that they were going to save me money( not happened.) Also I was not told anything about the term of the contract until a letter arrived, I have requested them to listen to my phone calls all I get is we are looking into it, My husband has Cancer I am very worried about this if it is not resolved soon I will cancel my D. Debit and lket them take me to court if this is the only way to let people know about them. If in the mead time they come up trumps I will post on this review site again.

Date of experience: June 16, 2016

Thumbnail of user karenr546
GB
1 review
1 helpful vote
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August 20th, 2019

I spoke to Karl Davies today to upgrade my mobile. He was very helpful and knew what he was talking about. Made the process very easy.

Date of experience: August 20, 2019

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From the business

Onecom is one of the UK’s leaders in unified communications, specialising in business solutions which bring mobile and fixed line voice and data services together with super-fast broadband as a single, tailored, integrated package.

Onecom was formed in 2013 with a vision to provide innovative bespoke services backed by excellence in customer service.

The company’s track record in customer engagement, staff development and excellence in product range and knowledge is behind its rapid growth, which sees Onecom serving thousands of UK businesses from its headquarters in Hampshire and regional offices in Shoeburyness, Cardiff, Southampton, Leeds, Telford, Brighton and Belfast.

Company Representative

Thumbnail of user amyr84
Jake B.
Customer Relations Manager
Typically does not respond to reviews

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