Octaplus: Internet | Phone | TV Avis 1 511

Genvil did really great job in fixing the issue.

“Siddhi”
Connectivity is generally very good with only about 6 outages over the last 2 years. The size of the pipe (Mbps) is generally very good too. No complaints there.
But,
My first renewal with Octaplus and I get stuffed with an early break penalty, which seems to be the whole amount outstanding for the full contract at the time of the break. Hardly proportionate, when you consider that if they broke the contract the service would simply stop right.
Also, nowhere during renewal or sign up does it state that there will be a break penalty. That should have been made known during the sign up process. Is this one for Ofcom or the Advertising Ombudsman to look at?

I’ve had one of the worst customer experiences with OctaPlus during my renewal. CityFibre were supposed to attend on Monday, but I was told it was rescheduled to Friday — and yet they still showed up on Monday, leaving me without any internet for over two full days.

This outage cost me two working days, and the complete lack of communication from OctaPlus has been unacceptable. I reached out by email asking whether I’m entitled to compensation for the disruption, but it’s now been four days and I’ve been completely ignored.

My connection only started working again about half an hour after I sent the email, but no one from OctaPlus has taken responsibility or even bothered to reply. I’ve been a loyal customer, but this renewal experience has honestly been awful.

Only joined a few days ago. So can't comment on reliability however I am getting the 1.2gb I signed up for. Lot cheaper than the 900mb my previous Isp was charging.
My only issue thus far after checking the router supplied did not support any VPN such as wire guard and checking could use my own router I went a head with the upgrade. Install date came and worked no issues with there supplied router. Had a call again with support as my router did not work straight off as need to supply my mac address all done over the phone and worked as planned. However my previous VPN refused to connect. Checked there Web site for possible reasons and found no mention but Google has plenty of instances of same problem. Said they use CGNAT and VPN would mot work. Back to support told needed a static IP at £3 a month. Issue then resolved. Should be info ready at hand on there website documenting this and if other Isp give a free Static IP why are they charging.

Has to be the worst WIFI company of all time, Everytime we phoned we was talked to like shit and made to feel stupid. 'Fast wifi' is a crap, for 10 days+ we had spotty wifi and it constantly restarted so it was pointless, countless times I had to ring up and wait to be sent a new router only for them to say 'no new router' has been sent out. Constantly arguing for someone to do something with the Wifi and even having the patience to continue the trust in these. So far still waiting for a new router and only to be told today 'there's nothing we can do'.

Utter shambles, dont buy with these, everytime you ring its an indian call center who you can barely understand and with countless screaming in the background.

Heights HT 252AXE Router installed 22/10/25 has very poor Wi-Fi coverage except in same room as the Router, next room 5 M away drop to 1 bar, office room 7 m loses all signal. Had no problem with the old TP-Link router, will cancel the contract if not resolved.

After nearly two decades with a well know ISP, I was somewhat wary of signing up with a smaller company, especially as the price was vastly cheaper. Thankfully, Octaplus have far exceeded my expectations. The 900mb connection has largely been fault free, and on the few occasions I have needed assistance, tech support were on hand, even at 1am, to get me back up and running again - my fault not theirs! They have always responded to emails, often within the hour. They were competitive on the renewal price and reward loyalty, therefore I have happily signed up for another two years. I highly recommend Octaplus to anyone who is hesitating moving away from the more established providers.

Fantastic company been with these a number of years. Thanks for your help specially Genvil. Hopefully stay with this excellent service and price fixed for the term of my contract.

Broadband box received but no tv box
When did finally get the box it didn’t show live tv , just apps
Apparently the latest box will give you live tv as well, but unfortunately no date can be given for new boxes , so regrettable I have cancelled the tv element of my package ( which was done straight away) I’m now in the process of buying a new Freely TV
So many phone calls to sort this issue
But at every occasion Octoplus have listened to me and updated my contract accordingly

We haven’t really had any issues with Octaplus over the last couple of years.
Been paying for the 900Mbps service, which ‘guaranteed’ 450Mbps wired.
Good internet speed when wired, although the wifi can be a bit lacking when there are multiple devices connected. Sometimes drops down from the usual 90Mbps down to 15Mbps via WiFi, which isn’t terrible, but can struggle streaming.
You also feel quite isolated with a poor website and no real tech support available. If anything goes wrong, it’s difficult to talk to someone to ask for information.
We’ve renewed though, and gone for the 1200Mbps service - so can’t be bad!

No broadband is perfect, it's how the ISP reacts which is important. With only the occasional outage during my 3+ years with Octaplus, [giving me a consistent 900mbps] it's the customer support which I'm reviewing.
I called in at 9am on a Wed. Less than 2 mins Q time, and connected to a knowledgeable agent who immediately knew what I wanted (how to reconfigure my own router), what to do, what to check, how to test. It worked first time.
They then sent an email containing the same info.
I was off the call in under 8 mins - 100% satisfied.
In my eyes, that's how to retain customers.

Everything was running okay until the modem failed to connect to the internet.
Phoned technical where they were usrless and when the line dropped did not phone back and did not bother to even log the call. The same happened for 3 consecutive days of being on the phone with them and still having no internet and no ticket issued.
On the 4th day I was told that they couldn't be bothered and can I call back later then put the phone down.
After over 3 hours spent on the phone trying to get internet sorted without success, I have cancelled my contract as the customer service does not exist and I could not even get anyone to talk to at billing as this option does not exist either.
Avoid.

Our internet stopped working all of a sudden, called and spoke to Kanaka, she was patient and supportive in guiding me through all the steps to get our internet back. I was anxious as I needed internet to work, but with her support its all back to normal, I'm very thankful.

Lasted 24 hours with them, wouldn't work with my mobile phone. Spent 39 minutes trying to speak to someone on the phone. So I just cancelled it

The best Provider

From start to finish our upgrade experience has been terrible. Engineer installed new box without the new router being delivered. New router not delivered until a week after the new box installation. New router delivered without any installation/set up instructions. We were without full internet functionality for 4 days. Payment for 1.2the speed taken on 22nd October even though we didn't have this functionality until 8th October. Not a great experience at all.

I have lasted only 11 days with Octaplus due to so many issues which were raised in 4 occasions across telephone and email. Their “technical support” promised to raise a ticket to engineers but never did until I sent an email. 7 days after this ticket being raised, nothing was resolved and they’ve decided to close the ticket. The issues I experienced, which their technical support advised was a common issue, was Streaming Services (BBC Iplayer, Netflix, Disney+) not being accessible and my Alexa not being able to connect to the broadband. After 30 minutes on the phone today and trying to”everything they can”, the issue was still not resolved and I’ve decided to end my contract. They’ve also shut off service immediately despite me having already paid for the month. Avoid at all costs.

Great value, no hidden extras. Speedy reliable broadband

Very professional and excellent customer service