Onebill Telecom Reviews 

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

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.

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.

I was told an engineer was coming out on the 7 th of January I had a day off work and they never turned up

I have a contract of £14.95 with One bill and their sister company Daisy always taking £100, £63, £74 and £44 so I had to take my direct debit off. Whenever you call it’s long waits before you get through and the customer service women agents are very rude. They always say they are going to credit back the money on to the next month bill lying that I won’t need to pay for the next month which they still take more money and put extra charges. I do not recommend this internet service stay way from it. Even after paying they keep you off the internet for over a week. They also charge soo much on VAT, this is a money grab service I do not recommend it

Was charged a termination fee when I hadn’t even received the promised service.
The company was unable to provide a digital service that could receive mobile calls to the newly installed landline
Lost 3 weeks of business!!

i would not recommend one bill to any one or daisey communications which is there sister company. I was in contract with daisey and one bill there sister company said they could save me money my reply i am in a contract. Dont worry we will transfer everything with no leaving fee etc as they are our sister company. Cutting a long storey short i ended up with termination fees from daisey and with 2 accounts and now they want £375 to end the onebill account. I don,t now why they have replied as below because they have contacted me saying i still need to pay the debt.

Great customer service! Polite and very helpful!

Great customer service quickly answered and knowledgeable staff - such a change from other providers. Top marks.

They put money each month to your bill your bill will never stay the same, and say they told you they lie to you on the phone when u ask for the recordings they delete bits out of it, it’s been so stressful, stay away from this company they’ve changed their name three times since I’ve been stuck with them

I had an absolutely terrible experience with oneBILL. The operators are extremely rude and unprofessional. They have no problem hanging up on you in the middle of a conversation, which is incredibly frustrating and disrespectful.

On top of that, their practices feel like a complete money grab. They charged me an outrageous £99 cancellation fee, which was not made clear initially. It doesn’t state anywhere on the website that the cancellation fee it’s £99 so I’m assuming they charge each and everyone whatever amounts they want. It feels like they’re just out to steal money from customers rather than provide a decent service.

I would never recommend oneBILL to anyone. Save yourself the headache and avoid this company at all costs!

Extremely patient, knowledgeable internet adviser who gave clear, precise instructions and made was could have been very difficult for me straightforward.

Despite making it very clear that our small business had to retain it's phone number, to date Onebill has not been able to achieve this, which is damaging to our business. We have had our phone cut of twice and our customers cannot contact us. Once when they sent an engineer to set up the new line and just cut our line off and the second time when they tried but failed to transfer our line over. Onebill do answer the phone reasonably quickly initially but if you are passed to provisioning you are in for a very long wait and will not get a lot of help once you reach them. Currently a very disappointed customer. We have been with them for 3 months and our phone line is still with our original supplier as they have failed to move our phone number over.

Very good explications good jobs excellent