I was with Octaplus for 18 months paying by direct debit, when I checked my online bank statement I saw a payment for £22.00 although I recognised the amount I didn't recognise the name 'TheOne' as I... Voir plus
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Lisez les avis des autres
Compared against other UK broadband full fibre providers for the same speed (thereabouts), and settled upon Octaplus as the best value for the term of the contract. Unlike other providers they also st... Voir plus
L'entreprise a répondu
Service and customer experience had been really good. Now they've offloaded me to a rubbish company and done a poor job of the handover. Leaving me without home internet.
Never had an issue with octaplus. Been with them for over a year now. Support has been first class. Never had a problem, tech support is fantastic and actually know what they're doing. Very refresh... Voir plus
À propos de l'entreprise
- Fournisseur d'accès Internet
- Services aux entreprises
- Service internet et téléphone
- Entreprise de télécommunications
À propos de Octaplus: Internet | Phone | TV
Écrit par l'entreprise
Supercharge your broadband, phone, and TV experience with Octaplus Internet.
We provide unlimited, uninterrupted full-fibre broadband, scalable speeds, and flexible contracts—all at highly competitive prices.
Our high-quality products and seamless customer support ensure every household enjoys the connectivity they deserve.
Transparency and responsive service are at the heart of everything we do, making sure every customer feels valued.
With innovation and affordability, we empower you to enjoy effortless streaming, gaming, and working from home without compromise.
Choose Octaplus for your full fibre future!
Coordonnées de contact
124 City Road, Fergusson House, EC1V 2NX, London, Royaume-Uni
- 0333 772 9009
- octaplus.co.uk
3,7
Moyen
2 k avis
A répondu à 76 % de ses avis négatifs
Répond généralement dans un délai de 2 semaines
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
The service is reliable……
The service is reliable and, apart from one problem which was dealt with immediately, has always delivered the speeds promised from initial installation.
That is all that is required from a broadband provider.
4 septembre 2025
Réponse de Octaplus: Internet | Phone | TV
Hi David,
Thank you for taking the time to share about your experience with us. We're glad to hear that you're happy with the service we have provided. We will continue to do our best to keep up the standard.
If you ever need anything at all, just give us a shout. We're always here to help!
Kind Regards,
Customer Success Team
Octaplus
I received my Internet/router unit well…
I received my Internet/router unit well before my connection date. Was advised by Siddhi (the agent) the connection will happen at 1am in the morning on the day which it did. Connected my units and my mesh etc in the morning and instantly it all connected smoothly so far. Connecting any on Internet is not my strong point but this went all smoothly. Speed I hope will improve and Siddhi is looking into fibre providers but otherwise all good so far. Oh and saved a few pounds from previous provider which was not bad either but now speed higher and cheaper for my use.
5 septembre 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Dalip,
Thank you for taking the time to share your experience with us.
We're really proud of our team, and it makes us smile to know they're making a difference. We'll be sure to pass along your kind words to Siddhi.
Thanks again for choosing Octaplus! We're thrilled you're part of our family.
Kind Regards,
Team Octaplus
support call with Toufique was great…
support call with Toufique was great was able to assist with my issue right away, got me back up and running and was able to answer further questions about my account!
4 septembre 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Customer,
Thank you for taking the time to share your review. We are working very hard to improve our service to give our customers the best experience, and your review is a testament that we are getting there.
We'll be sure to pass along your kind words to Toufique.
If you need anything at all, we're always here to help! Thank you for being a part of the Octaplus family!
Kind Regards,
Team Octaplus
Réponse de Octaplus: Internet | Phone | TV
Hi Debbie,
Thank you for taking the time to share about your experience with us. We're glad to hear that you're happy with the service we have provided. We will continue to do our best to keep up the standard.
If you ever need anything at all, just give us a shout. We're always here to help!
Kind Regards,
Customer Success Team
Octaplus
Octaplus broadband is very reliable I’m…
Octaplus broadband is very reliable I’m in my second year and haven’t had a single issue with it, I would have given 5 stars but the way it’s installed outside is very rough burying the fibre optic a few inches below the lawn and underneath slabs with no mechanical protection is very rough in my opinion.
2 septembre 2025
Réponse de Octaplus: Internet | Phone | TV
Hi John,
Thank you for taking the time to share about your experience with us. We're glad to hear that you're happy with the service we have provided. We will continue to do our best to keep up the standard.
We are committed to learning from your experience and improving our processes. We'll also be reviewing your case with CityFibre to address the installation feedback you've raised.
If you ever need anything at all, just give us a shout. We're always here to help!
Kind Regards,
Customer Success Team
Octaplus
Toufique was so helpful
Toufique was so helpful, same support over the email as over the phone. I got the right information when I needed it and it helped me get online with my own router. Migration was easy. Price is good, speed is fast. Thank you Toufique!
3 septembre 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Ben,
Thank you for taking the time to share your review.
We are working very hard to improve our service to give our customers the best experience, and your review is a testament that we are getting there.
We'll be sure to pass along your kind words to Toufique.
If you need anything at all, we're always here to help! Thank you for being a part of the Octaplus family!
Kind Regards,
Team Octaplus
I’ve had a few blackouts
I’ve had a few blackouts during the first year but after that barely anything.
1 septembre 2025
Réponse de Octaplus: Internet | Phone | TV
Hi Amanda,
Thank you for taking the time to share about your experience with us. We're glad to hear that you're happy with the service we have provided. We will continue to do our best to keep up the standard.
If you ever need anything at all, just give us a shout. We're always here to help!
Kind Regards,
Customer Success Team
Octaplus
Réponse de Octaplus: Internet | Phone | TV
Hi Ricki,
Thank you for taking the time to share your feedback. I'm really sorry to hear that you've had a poor experience with our service.
Our billings team will be in touch with you within the next 48 hours to address the concerns you've raised.
We look forward to resolving the matter and making sure you have a 5 Star experience.
Kind Regards,
Customer Success Team
Octaplus
A Difficult Experience, Though Final Resolution Was Professional
I joined Octaplus with high expectations, especially given their strong marketing around full-fibre speeds and reliability. Unfortunately, my experience over almost a year was extremely challenging and fell far below what was promised.
From the first day, the service was unstable and many essential devices simply would not work on the network — including our PS5, Chromecast, Wi-Fi printer, smart TV apps, and several mobile apps. The technical limitations of the router (dual networks with no interoperability, lack of proper configuration options, and no parental controls or access to router settings) created serious issues and extra costs for us as a family.
As a household with two autistic members who rely heavily on internet stability and digital accessibility, the impact was significant. We spent months trying to resolve problems, sent dozens of screenshots, hosted multiple support calls, and even had an engineer visit. Despite this, the issues continued. Repeated promises of fixes, hardware replacements, and follow-up support often did not materialise.
In the end, we had to escalate our case to CISAS. The adjudicator ruled in our favour, and Octaplus complied with the decision, paid the compensation required, and allowed us to leave the contract without penalty. Their Customer Success Manager was professional and courteous during the final steps, and I appreciate that.
It’s clear that Octaplus has potential, but several areas need improvement:
Better router hardware and clearer setup manuals
Proper access to parental controls and network management tools
More robust support for older devices and mixed-compatibility homes
Faster resolution times and more reliable follow-through on commitments
A dedicated process for customers with additional needs or vulnerabilities
I genuinely hope Octaplus uses this experience to strengthen their service. For now, my experience was disappointing overall, but I acknowledge that they eventually did the right thing through the ombudsman process.
30 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Jairo,
Thank you for your feedback. We appreciate you taking the time to share your experience with us.
We are sorry to hear about the issues you’ve faced, and we want to assure you that your comments will be reviewed by our internal teams.
We are committed to using your feedback to improve our services and prevent similar issues from happening in the future.
Kind Regards,
Team Octaplus
Awful, Ombudsman involved.
Initially all ok when I joined. I was having issues with my download speed so sent an email to support. I was ignored so I let my feelings known on FB. I was called by Octaplus not long after promising a support call the next day to address my issues. I took the day off work but I still wasn't called. I then called octa back at 4pm and given a oh we forgot in REALLY poor English.
At this point I was out of contract so I moved to another ISP.I Sent 30 days notice to octa, not even acknowledged. I was sent a bill a month after I had left. I raised this with Octa and received a reply, again in awful English that it would be looked into, I still haven't had a reply. I still receive bills monthly a year after I've left with no explanation as to why. Ombudsman are involved. Really awful ISP just don't
29 août 2024
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi A,
We're really sorry to hear that you've had a poor experience with us!
I'd love to help figure out what went wrong and resolve the issue. To do that, I'll need a little more info so I can find your account and see what happened.
I've sent you a private message through Trustpilot asking for the same. Only I'll be able to see your reply, so it's totally safe!
Thanks for helping me out! I look forward to hearing from you so we can resolve your service and make sure you have a 5 Star experience.
Kind Regards,
Customer Success Team
Nichole A.
I made the correct decision when…
I made the correct decision when switching from Sky to Octaplus, much cheaper for very fast speeds and had no problem with communication when needed, would highly recommend.
29 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Harry,
Thank you for taking the time to share about your experience with us. We're glad to hear that you're happy with the service we have provided. We will continue to do our best to keep up the standard.
If you ever need anything at all, just give us a shout. We're always here to help!
Kind Regards,
Customer Success Team
Octaplus
No exsistant customer service
Renewed this time but because there customer service is non exsistant it will be my last renewal . They at renewal agreed to match the TOOB Offer 900mbs for £25 per month on an 18 month deal. Plus a bonus of a £50 Amazon gift card . Coming up to my second £25 payment, I've telefoned and sent 3 emails and no reply and no Amazon card. On wifi I'm getting around 300 mbs and they say that's the norm. I beg to differ as I have no PC to connect by cable so without an engineer here to prove I'm getting 900 mbs . I don't believe that I'm getting what I pay for. There solution was buy a new PC to connect to check speed .
Not at all Happy with Octoplus.
15 juillet 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Ian,
Thank you for your feedback. We are very sorry to hear about the issues you've experienced with your recent renewal and the lack of communication.
Regarding the £50 Amazon gift card, these are processed and sent after 45 days of your new contract's start date. We will follow up to ensure it is on its way.
For the speed concerns, we understand it can be frustrating not to get the speeds you expect. For our 900mbps service, the guaranteed wired speed is 450mbps. On Wi-Fi, speeds can vary due to interference and device compatibility.
We apologise if our previous advice was unhelpful, we want to work with you to find a better solution and make sure you have a 5 Star experience.
Sincerely,
The Octaplus Team
Unprofessional straight away
Mishandled my payment details during signup and their site crashed. Lots of typo's and bugs on the customer portal, including some dangerously vulnerable things from the point of view of a software engineer. If this is the bit they want us to see, avoid!
Update: They are not answering calls or replying to emails on any address and are currently blocking my ability to get connected to CityFibre via another ISP despite multiple cancellation notices. Ofcom complaint submitted.
28 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hello Luke,
Thank you for sharing your feedback. We’re sorry to hear about your experience and take your concerns seriously. Our systems and processes are continuously reviewed, and while we appreciate observations from a technical perspective, please rest assured that customer data security remains a top priority.
We are investigating the issues you’ve raised around your account as the direct debit is handled by Go Cardless (payment processor).
We’re committed to resolving matters quickly and transparently, and we value your patience while we work with you towards a resolution.
Thank you,
Gladstone
Correct with speeds.
Changed with this company 2023, gave correct speeds and super fast compared to EE as EE didn’t have fast lines available. Router wasn’t good with holding the connections though,. I assume now company has updated router. Now out of contract so going back to EE as in new house octaplus don’t cover, did have a mess up after leaving but all sorted.
28 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Stephanie,
Thank you for taking the time to leave your feedback. We really appreciate hearing from you.
We are working very hard to improve our service to give our customers the best experience, and your review is a testament that we are getting there.
Thank you for being a part of the Octaplus family!
Kind Regards,
Team Octaplus
Great broadband provision but shocking…
Great broadband provision but shocking customer service even for loyal customers. Will not again use or recommend.
28 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Gordon,
Thank you for your feedback. We appreciate you acknowledging the quality of our broadband service.
We sincerely apologise that you were unhappy with the outcome of your recent interaction with our customer service team. We understand your frustration regarding the exit fees, and we regret that we weren't able to meet your expectations in this matter.
Your feedback is important to us, and we will be using it to review our processes to ensure we're providing the best possible experience for all our customers.
Kind Regards,
Team Octaplus
Very, very poor from the start
I have never received the speeds promised, I seem to max out at approx 100mb/s, with an average speed of 20mb/s, although I pay for 1000mb/s.
Changed to a fancy router and I'm no better off, I get approx 10/15 mb/s.
Customer service is non existent and I'm absolutely fed up to the back teeth.
If not resolved in next few days I'm cancelling and putting in a small claims against them. I'm out of pocket by a good £250, not including the cost of the new router.
Very poor indeed. I would not recommend them in any way.
Incidentally the date of experience listed is not accurate, it is simply the date I left this review.
27 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Dean,
I'm sorry you had an unpleasant experience with our service. Please know that this isn't how we want it to be for you. We really value you as a customer and would love a chance to try and make things right.
My colleagues from the tech team will reach out to you, we look forward to resolving the issue and making sure you have a 5 Star experience.
Kind Regards,
Nichole A.
Octaplus
Highly recommended for full fibre…
Highly recommended for full fibre service.
Have had a practically flawless service from Octaplus.
There was some setup interruptions as the speed was assessed for the service, but after that there was absolutely minimal disruption.
We have quite an intensive demand on this service, what with a couple of online gamers(xbox) and a music service, as well as streaming movies and tv all at the same time!
This service has coped with all that demand for download and upload too.
Thank you for an absolute sterling service!
22 août 2025
Réponse de Octaplus: Internet | Phone | TV
Hi M,
Thank you for taking the time to leave your feedback. We really appreciate hearing from you.
We are working very hard to improve our service to give our customers the best experience, and your review is a testament that we are getting there. We look forward to continue giving you the best service we can provide.
Thank you for being a part of the Octaplus family!
Kind Regards,
Team Octaplus
Octaplus: Eight Arms of Awesome Broadband
Made the first swap of ISP to a new ISP since moving onto the city fibre network so I went into this with a bit of trepidation - all short lived.
Octaplus had my router with me a week before the swap (a nice TP link one at that), with instructions of what to do - essentially, plug it in on the day.
Transfer day came, so I woke up to the previous ISP already switched off. Plugged the new router in and that was it! 1Gig service up and running without any issues, no need to call anyone, no one at the house. Seamless and working a treat - that’s the way it should be.
23 août 2025
Réponse de Octaplus: Internet | Phone | TV
Hi Graham,
Thank you for taking the time to leave your feedback. We really appreciate hearing from you.
We are working very hard to improve our service to give our customers the best experience, and your review is a testament that we are getting there. We look forward to continue giving you the best service we can provide.
Thank you for being a part of the Octaplus family!
Kind Regards,
Nichole A.
Team Octaplus
tryed switch from zen as they cheaper…
from their website i tryed switch from zen, as they cheaper and my contract run out... few days later i recived email to confirm instalation date as they cannot find it. i did that and recived no anwser ... on instalation day no one arrived when i called them they said they dont have information about instalation and start blaming city fiber ...I canceled instalation. I guess i dodged bullet.
22 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi Kamil,
Thank you for your review. We're sorry to hear about your experience.
We understand your frustration and apologise that the information wasn't communicated clearly from the start. We've been experiencing a delay with our provider, CityFibre, in rolling out the multigig service in your area. As a result, they could not procced with the installation. We did try to contact you about this, but it seems there was a miscommunication, and we take full responsibility for that.
We are disappointed that we couldn't get you connected this time. We are working closely with CityFibre to get the service up and running as soon as possible. We hope you'll consider us again in the future once the service is available. We'll be using your feedback to improve our communication process.
Kind Regards,
Team Octaplus
Overall good experience
Using octaplus broad band from two years. No problem at all. Recently moved to a new home and wish to continue the same service.
Transferring connection was so easy and timely. Special thanks to 'Siddhi' who assisted well and arranging a faster appointment for the installation. Thank you octaplus team.
21 août 2025
Avis spontané
Réponse de Octaplus: Internet | Phone | TV
Hi R,
Thank you for taking the time to share your experience with us.
We're really proud of our team, and it makes us smile to know they're making a difference. We'll be sure to pass along your kind words to Siddhi.
Thanks again for choosing Octaplus! We're thrilled you're part of our family.
Kind Regards,
Nichole A.
Team Octaplus
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