I was migrated from Octaplus to The One I believe just before the end of March (didn't get told when it would happen) and was told the changeover would happen overnight, be seamless, and require no action from me.
That has not been my experience.
I pay for a 150 Mbps symmetrical service. Before this migration I was regularly seeing around 160/155 Mbps on the same device over the same WiFi setup. Since the transfer, my service has been unstable and inconsistent. At times it has briefly returned to full speed, but the problem has repeatedly come back. I have had repeated poor results far below the service I am paying for, especially on upload, with YouTube freezing and internet radio dropping out.
This is not a one-off blip. It's an ongoing problem over multiple days, and even when speeds occasionally recover, the instability keeps returning. That is not what I would call a successful migration.
What makes this worse is how it has been handled. I emailed. I phoned. I contacted both The One and Octaplus. I power-cycled equipment multiple times. Yet the actual broadband fault has not been properly addressed. Responses are either missing, delayed, or selectively focused on billing rather than the service issue itself.
The contrast in communication has been striking. When money was involved, billing and overdue payment emails appeared quickly.
When I've raised poor speeds and instability, I'm not receiving the same urgency or proper follow-up.
At one stage I phoned The One (I'm hard of hearing, and try to avoid phone calls) and they did not seem to have my account details properly available, despite the fact they had already emailed me a bill. That does not inspire confidence in how this migration has been handled.
I also have concerns about how this whole transfer process was managed, including the lack of meaningful customer input, the handling of personal/account data during the migration, and changes around billing arrangements. Even leaving those wider concerns aside, the basic issue remains the same: the service I'm paying for is unstable, the support remains poor, and the provider seems far quicker to communicate about payment than about fixing faults.
One constructive point for other customers: if you are on qualifying benefits, check whether you are eligible for a social broadband tariff.
I've only discovered this while dealing with this mess. A social tariff is not “worse” broadband — it is still a normal broadband service, but at a lower fixed price for people on certain benefits, often with no in-contract price rises. In my case, I have now found that I may be able to get 150 Mbps for £20 per month on a fixed social tariff, which is a far better proposition than staying with a provider that has handled migration, speeds and communication this badly.
Based on my experience so far, this has been poorly managed and has left me with very little confidence in The One Broadband.
Update #1 : Sun 12th April 26 16:46
Existing email thread to 'The One', I've sent a further message as per their comment right this moment. What's the likelihood they actually address the issues promptly?!
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