, , , GB
Thanks to Forlan we sorted out connection issues quickly and efficiently, after many previous attempts failed
1st class service
Daniel was very efficient and helpful
He worked so hard sorting it out thanks
If I could give a 0 I would terrible rude staff I was basically told I was thick and any problems I had where my fault! What a cowboy company . AVOID AT ALL COST !
This is XLN under another name. Biggest rip off merchants!! Avoid like the plague!! Along with Daisy same rubbish!!!
Operative was able to understand the issue and found the problem and solution promptly. Resolution was thorough, and tested for possible issues Good response - except for the time it took to be connected; the auto answer system held me for 20 minutes before finding a sutable adviser
Low wait time and issue quickly resolved
Demi been very great and helpful today I wish her all the best
I needed to notify Onebill about my change of address and was transferred through to Chris who sorted it in minutes, explained everything clearly and was a great guy to talk too, thanks Chris !
50 minute wait to get call answered then put on hold again whilst waiting to speak to tier 2 team for another 38 minutes. when they eventually answered call was immediately cut off - no choice will have to switch to another company.
When I first went with one bill they were brilliant but over the years the service went down and the price went up . Till enough was enough they were charging me £57 for my internet rang them to see if they could do any better there answer was take it or leave and it wasn’t even fibre . So to day I am leaving them and start with my suppler full fibre £25.95 . By By One Bill
Waiting time to get to speak to someone was 31 minutes, which is disgusting. Four times I've tried. However, when I finally managed to talk, your operator was very helpful.
Just before Christmas I received an email from OneBill telling me that OpenReach had suddenly increased their charge for PSTN (old fashioned telephone lines) and that unless I went over to VOIP, the cost of my service would increase substantially. I then received a follow up email apologising for mistakes they made in the first one! Over the course of late December I tried to call OneBill but hung up on numerous occasions but gave up after I'd waited 30mins in a queue. Eventually I got hold of someone, as I knew a few people who had switched to VOIP, including my father, I assumed there would be a spare socket on the back of the router in to which I could plug our old office phone with its associated extensions. I asked for confirmation of this and the woman told me there would be 6 sockets. On that basis I agreed to the switch. On Friday 17th January OpenReach turned up and it was quite a process but after 3 hours, it was done. It was at this point I found out there were no such phone sockets available on the router and if I wanted access to another phone it would be an extra £5/month plus £75 for the handset....this on top of a £60 connection fee (even though I'm a current customer). Saturday 18th January I tested the business number from home and got a recorded message saying I'd dialled an incorrect number, making it impossible for customers to phone us. Tried calling tech support but they were closed until Monday. Monday 20th January, called at 8am, tech desk told me the number hadn't been "ported" (whatever that means). Told the department that dealt with that opens at 8.30am. I asked if they could call me but no, I was told I'd have to call back and queue. At 8.30am I spoke to tech help, went through all the preliminary info again and the guy said I'll just put you through to another team. On hold for another 30mins!! Eventually answered at 9.08am!! Was told some nonsense about how the switch had been put on hold to check it was all working (or something similar). Asked if I could speak to someone in management about this rubbish state of affairs but apparently I have to speak to numerous managers as no one has overall responsibility for my service and it was 24/48 hours for a call back. All the while, my customers are unable to call my company. We're just an MOT/car repair workshop in South Wales with 2.5 staff, all we need is phone with two extensions and basic internet. This whole thing has turned out to be so complicated and all the way through OneBill have been dreadful in explaining what this switch would really mean, I think they assume we are all London office workers who understand IT matters like they do. Also, as a final note, whenever I've called in the last few weeks I've been greeted by a message warning me that there is a longer wait than usual due to the adverse weather conditions! I'm not sure how dry, cloudy skies and a high of 8C is adverse but it does show me how poor OneBill's communication skills are. Update 22/1/25: As bove, Spoke to someone on Friday afternoon to order a second handset out of desperation. Was told by Omar that he couldn't put the order through as everyone was in a team meeting (he seemed like he genuinly wanted to help). Promised me faithfully he would call me at 11am Monday and would keep trying if he didn't get hold of me. It's now Wednesday and I have received no such call. I got an email saying my complaint was being investigated at the highest level. However, no one has called me to talk through all the complants I wanted to make so I've no idea what is being investigatged!! I installed the web app for the service on my phone not understanding that you can only put it on one phone. I work seperatly to the workshop guys so it's pointless on my phone .... but again no one explains this! I am now on hold again waiting for someone to finally answer my call which I know will take 30mins of time... and still I'm told of delays because of adverse weather conditions!!! UPDATE 24/1/25: The above call took 31mins to be answered! The entire call 46mins!! Was told the guy who was supposed to call me didn't because they had since launched an investigation in to my complaint but I was expected to know this somehow. I was told the email they sent me about the complaint was incorrectly worded and I shouldn't expect my response to it to be replied to in just 24hrs!! I was then told the guy who was dealing with it was on another call but would email almost immediately to arrange a time for a call. That was 36hrs ago and I haven't heard anything since. This company are completely out of their depth. It's now a week on and my business is still suffering but no one is addressing the issues or even calling to run through my problems. Avoid.
3rd time trying to get it sorted and he sorted it out in minutes
George was kind and very helpfull. He tried his best
Good service
Arthur explained anything and advise me what to do next. I’m very happy with the service he provided. This is the reason why I’ve given him five stars.
Excellent customer service.
Very poor service. No one answers their phones, automated chat line a waste of time. Live chat line timed itself out. Unable to contact them.
