• Bookmark

    Onecom

Ratings On Other Platforms

Trustpilot
4.8 / 5
Reviews.io
4.3 / 5
Corporate Values

Overview

Onecom has a consumer rating of 4.12 stars from 369 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with Onecom most frequently mention customer service, online chat and new phone.Onecom ranks 2nd among Internet Service Provider sites.

  • Service
    16

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
5
View ratings trends
1
See all photos

What reviewers want you to know

Positive highlights

  • Spoke with a lovely very helpful chap to renew my monthly contract was very pleased many thanks karl davies
  • Daniel replied to my instant chat immediately and dealt with my request in minutes, Fabulous customer service.

Critical highlights

No critical highlights yet

How would you rate Onecom?
Top Positive Review

“Best attentive helpful service”

Patricia H.
1/21/20

After having dealt with Karl Davies yesterday initially, and again today, I have to highly commend this young man, to his people skills. He listened, explained and found for me a suitable new package for me. As well as fulfilling these requirements, he was chatty, pleasant and genuinely a breath of fresh air to deal with. So much so will ask for him by name if I need any information in future regarding my contract. Thank you so much, and to your boss, he is a credit to the company. Patricia Henry, Happy customer.

See positive reviews
Top Critical Review

“Terrible company”

Sandra M.
9/21/20

I have just upgraded and am stuck for 2 years but would never recommend them. Wanted a dual sim but they failed to mention I'd have to get a virtual sim elsewhere as they can't provide it asked for international calls but can't call to another country without being charged just class within each country. Complained and was told too sad your passed the cooling off period. Don't trust them!

See critical reviews

Reviews (369)

Rating

Timeframe

Other

Reviews that mention popular keywords

karl davies (48) customer service (51) sim card (12)
kennethm790
1 review
6 helpful votes
April 1st, 2021

SCAM!
Beware if you deal with this company. I was cold-called and told that we could have new phones and reduce our monthly costs. We listened to the the deal. It came out at slightly higher than the the deal we were on but with the discount of £70 each month, it would be a decent reduction. All benefits were explained in detail. What was not explained in detail was the £70 discount was for a limited time of the contract. After the discount period my bill would be much higher for a further two full years with no getout. At the time I asked the question directly, "Will this discount be for all the time we are with Vodaphone?" The question was skirted around with the answer "you can review your contract in 24 months and save even more money". This is classic mis-selling tactic, add in the fact you get no written contract to read or sign shows what type of company you are dealing with. I don't believe any of the five star reviews on this site are genuine.

Service
Value
Shipping
Returns
Quality
jamesl1872
1 review
0 helpful votes
November 20th, 2020

Used to be good but after a restructure the customer service nose dived! Avoid unless you like stress!

stephend394
1 review
0 helpful votes
February 7th, 2020

I spoke with Karl Davies today to set up a new contract for my mobile phone. Karl was extremely helpful and very courteous, I now have a new contract which I'm made up with. So thanks to Karl for his help and thanks to Vodafone

amyr84
Jake B. – Onecom Rep

Just what we like to hear, thank you for your review Stephen. We will be sure to pass on your comments.

Thanks,
Onecom

nickc694
1 review
2 helpful votes
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.

Service
Value
Shipping
Returns
Quality
patriciah683
1 review
3 helpful votes
January 21st, 2020

After having dealt with Karl Davies yesterday initially, and again today, I have to highly commend this young man, to his people skills. He listened, explained and found for me a suitable new package for me. As well as fulfilling these requirements, he was chatty, pleasant and genuinely a breath of fresh air to deal with. So much so will ask for him by name if I need any information in future regarding my contract.
Thank you so much, and to your boss, he is a credit to the company.

Patricia Henry, Happy customer.

amyr84
Jake B. – Onecom Rep

Thank you for sharing your experience, Patricia, this is great to hear. We will be sure to pass on your comments.

Thanks,
Onecom

davidm3574
1 review
5 helpful votes
May 20th, 2020

From the very start of my dealings with Onecom - 18 months ago - what they were offering was very confused - what I later called "smoke and mirrors". What they promised me never transpired and they fall back on a contract which descended on me with all sorts of other rubbish. They were difficult, at the start, about allowing my wife's phone to go on the account, apparently due to credit issues - but there aren't any. There have been several occasions when calls and texts which were supposed to be free were invoiced: just a few pounds each time, so more of an irritant value. I chased them on the basis that this might stop it happening again. It hasn't

Finally, I found out that after 17 months the monthly credit, worth half the amount I was invoiced each month by Vodafone, had stopped. With 19 months left to run, I was left with a really unattractive deal. Yes, this was part of the contract, but the sales person who I dealt with NEVER mentioned that it would ever stop, she just kept talking about the net monthly cost as if it would go on forever. I negotiated the best deal I could but it's still more than I would have accepted if this had been made clear at the start.

janes690
1 review
1 helpful vote
January 7th, 2020

Have been dealing with Onecom ever since they took over Vodafone contracts and have to say they have always been great. All the agents I've spoken to, each year I've renegotiated my contract, have been really helpful. Upgraded my current contract today with Karl Davies who went out of his way to get me a fantastic deal. He was not only friendly and polite but very patient and proactive when I pushed for the better deal!

amyr84
Jake B. – Onecom Rep

Thank you for sharing your experience, Jane, this is great to hear. We will be sure to pass on your comments.

Thanks,
Onecom

rayt129
1 review
0 helpful votes
October 26th, 2020

Just had a technical / service support web chat with Kirsty J from onecom. Great professional service, achieved everything I wanted with great ease. Great customer service! Thank you

amyr84
Jake B. – Onecom Rep

We’re glad to hear that you are happy with the service provided, Ray. We will be sure to pass on your comments.

Thanks,
Onecom

johnd3334
1 review
2 helpful votes
February 2nd, 2020

They kept sending my phone to the wrong address then sent me a bill for the full contract when I cancelled.

roisinc7
1 review
1 helpful vote
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!

gailg214
1 review
0 helpful votes
September 27th, 2020

I was experiencing network connectivity issues with a new phone I had purchased. I used the online live chat and explained the situation to service advisor who came back to me very quickly with a few possible solutions. Instruction/feedback was clear and simple which helped me understand what to do and I was able to resolve the matter swiftly, thanks to the help of the advisor. This was a much more time-effective method than phoning the customer care line which was my original pursuit. Thanks to the advisor for the help, much appreciated!

amyr84
Jake B. – Onecom Rep

We’re glad to hear that you are happy with the service provided, Gail.

Thanks,
Onecom

jc1260
3 reviews
5 helpful votes
November 26th, 2021

In short, after a cold call that sounded too good to be true, I told them what I wanted and could afford and they changed things covertly leading me to believe I would be paying a certain amount. Even though asking multiple times they cleverly manipulated me into the contract with no cool down period. They recorded calls without letting me know(which I now have a copy of for evidence). The said I was entitled to stuff that wasn't available anymore and I am set to pay a lot more money than agreed. Their customer services and care is vague and never answers your questions properly deflecting questions. DO NOT trust this company. I have an official complaint logged with ofcom/Cisas, and even though I know I will win I will waste a lot more time on this dis-honest company. Please avoid. I am also expecting a 'I am sorry yo are unhappy, email us' response even though they have not helped at all every time I have asked.

Tip for consumers:
Please avoid, unless you know how to avoid being manipulated.

Products used:
mobile phone serice

Service
Shipping
Returns
Quality
ernief24
1 review
0 helpful votes
June 1st, 2020

I contacted OneCom regarding my new mobile telephone and other gadgets via 'online chat'. The person who dealt with me, Eurika, was first class. She dealt with me regarding my queries very quickly, comprehensively and, above all, clearly in a language I could understand. Eurika covered all my points and everything is working as it should thanks to her help. An excellent service, thank you, Eurika.

Tip for consumers:
Use the online 'chat' service.

Products used:
Mobile telephone and mobile WiFi device.

Service
Value
Shipping
Quality
amyr84
Jake B. – Onecom Rep

Thank you for sharing your experience, Ernie, this is great to hear. We will be sure to pass on your comments.

Thanks,
Onecom

orlahmhideo
4 reviews
2 helpful votes
April 17th, 2021

The UI design isn't that bad, and color I pretty cool just slight touching on the UI layout could make it better... Nice work to the developer

Products used:
gadgets

Service
Value
Shipping
Returns
Quality
amyr84
Jake B. – Onecom Rep

Just what we like to hear, thank you for your review.

Thanks,
Onecom

sharonm929
1 review
0 helpful votes
April 29th, 2020

Eurika Z was very helpful today on the Onecom chat site. She provided me with all the relevant information I needed, was very friendly and quick to respond.

amyr84
Jake B. – Onecom Rep

Just what we like to hear, thank you for your review Sharon. We will be sure to pass on your comments.

Thanks,
Onecom

kooshaw
1 review
5 helpful votes
November 12th, 2020

What sort of buisness put you in 3 year £40 sim only contract on a buisness rate when you're not even a buisness

sarahs885
1 review
7 helpful votes
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.

bobt285
1 review
11 helpful votes
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.

yvonnes38
1 review
19 helpful votes
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.

neilr127
1 review
0 helpful votes
May 12th, 2020

Daniel H at onecom sorted my enquiry out in 5 mins, but vodafone failed to sort it in 2 hrs and 3 different agents. Well done onecom.

janines151
1 review
0 helpful votes
April 29th, 2022

Warning to all - Avoid 'OneCom' at all costs.

I got a very long cold call from OneCom. They talked me into changing networks and to a business tariff on my mobile (I didn't know B2B consumer laws do not offer the same rights as a private buyer) Follow this link for more info on B2B contracts:-
https://reducer.co.uk/blog/understanding-business-to-business-contracts

I did sign up for the mobile tariff they offered me after over 30 mins of hard sell but changed my mind 3 days later and tried to cancel (within the 14 day cool off period!) I have been told there is no 14 day cooling off period for business customers! So I am pretty much stuck with this bad contract for at least 2 years if not longer.

The Deal: OneCom offer you an expensive phone tariff (i. E. £44.81/per month/ sim only) then give you a monthly discount of £35 making the total plan £9.81 (sounds good!). This was the price I was quoted (I missed they said it was ex VAT!). Ex VAT – Not Plus VAT which is more understandable terminology!

What they don't tell you is you pay VAT on the full amount (£44.81 + VAT = £53.77) not the quoted plan cost of £9.81. So my actual monthly cost will be £18.77 (+ £8.96 VAT on the £44.81). This is never made clear, double the amount I was quoted.

The contract is with OneCom for 3 years (they told me 2 years over the phone!) with a tariff review at 18 months. The discount is only for 17 months. So if you don't call for the tariff review the price bounces up to the full expensive price for the remaining 18 months of the contract. If you DO call them for a tariff review you can negotiate a new tariff BUT essentially you may be signing up to another 2 years!

Please:-
Do not use this company
Do your homework before signing up to a new contract (especially business customers)
Always look at the One Star reviews on review sites.

OneCom have lots of disturbing one star reviews on Trust Pilot https://uk.trustpilot.com/review/www.onecom.co.uk?stars=1

I can't tell you how very stupid and annoyed I feel with myself right now.

I have now recieved a deadlock letter from OneCom to take this matter to Ofcom/ CISAS. One Com use CISAS instead of Ofcom you can call them on *******2814 to lodge you complaint.

Tip for consumers:
Don't use OneCom at all.

Products used:
Sim only mobile network deal

Service
Value
colleenn31
1 review
0 helpful votes
April 23rd, 2020

My experience with Onecom is mixed I delt with Kirsty via email and she was brilliant. My only complaint was Stu who set up my plan was never available to contact he never replied to my messages or calls and left me a month with no time scale as to when my order was arriving

craigd249
1 review
0 helpful votes
November 6th, 2020

Lovely helpful staff who work really hard to resolve my issues. The only reason it's not 5 stars is some technical difficulties with the original call being dropped, but my operative still managed to sort everything and phone me back

amyr84
Jake B. – Onecom Rep

Just what we like to hear, thank you for your review Craig.

Thanks,
Onecom

sandram1179
1 review
5 helpful votes
September 21st, 2020

I have just upgraded and am stuck for 2 years but would never recommend them. Wanted a dual sim but they failed to mention I'd have to get a virtual sim elsewhere as they can't provide it asked for international calls but can't call to another country without being charged just class within each country. Complained and was told too sad your passed the cooling off period. Don't trust them!

clairec225
1 review
0 helpful votes
August 29th, 2020

Very quick and helpful to respond on the live chat to assist me with a query if my Spotify premium account has registered successfully with my network

amyr84
Jake B. – Onecom Rep

We’re glad to hear that you are happy with the service provided, Claire.

Thanks,
Onecom

Q&A (16)

Answer:

There is no mention of the 3 year contract when the salesman cold calls you.

By Frances B.
See more answers (4)
Answer:

France's all they do is call your current supplier and pretend to be you and try to get the fee waiverd if this dosnt work there's nothing in the contract that holds them liable and you have already agreed to a contract with them they have no concerned over continue custom they will sting you once and make there money

By Dave M.
See more answers (3)
Answer:

If you can't through on the phone send them an email - what they do with it is their problem but it will be proof you cancelled in time. And if later than the cooling off period, you were mis-sold anywayso have a right to cancel. Then cancel the DD and go back to your old supplier. Good luck

By L F.
See more answers (2)
Answer:

They are very carefull with the way they word things for instance "we will endevor to waiver your ETF" so what there saying is they will try, And this was done by there legal team (consists of 2 people with no legal experance calling BT and pretending to be the customer saying because BT have up there prices your legally allowed to leave the contract free of charge, with BT just saying the charge is valid, and now they dont have a legal team atm so there not to concerned about customer happyness its a fly by company

By john w.
See more answers (2)

Can’t see your question? Ask to get answers from the Onecom staff and other customers.

Posting guidelines
Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?

Sitejabber for Business

Gain trust and grow your business with customer reviews

About 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

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

How do I know I can trust these reviews about Onecom?

  • Sitejabber’s sole mission is to increase online transparency for consumers and businesses
  • Sitejabber has helped over 100M consumers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about Onecom?