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      12.08.2010 13:00

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      With all onetel promises when it comes to the crunch they don't give a s**t

      After 11 years of being a onetel customer I finally closed my account today after being charged for phone calls I did not make. It wasn't so much the amount of money I was charged but more the attitude of the staff to investigate the situation and give me - a loyal customer the benefit of the doubt. They claim to have a fool proof system to determine if calls were made from a line but these calls were made from my mobile which means that my mobile phone account would be compromised and my mobile phone bills are normal with no unusual numbers. It could either be one of two things; 1) someone hacked into my mobile and assumed i had a onetel account and wanted to ensure my bills were still kept low so they decided to use my account to make cheap calls?? or 2) my onetel account was hacked in to, which they vehemently deny. I was reluctant to believe there could be no breach from their side especially as there was an automated message on their line stating that there is an error with the bill amounts which jumped my £12.59 bill up to £80.99! Onetel has the most unhelpful staff I have ever had the misfortune of coming across. They are great when there are no issues with your account but you see their true colours when you have a problem with them. BE AWARE!!

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      21.04.2008 11:37

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      Sad state of affairs. After 4 weeks of broadband going down (Usually on Friday and service resuming on the Monday). I called the help lines. Big mistake. Guy did not even understand how to ping my router using the MAC address. They keep blaming the problem on changing to a new supplier that is only supposed to take effect on 29th!!. When explaining that this problem was why I was changing to a new supplier didnt work. They are trying to move plp from the 1/2mg connections on their older servers to an 8mg line with TalkTalk by shutting plp down at busy times and hoping that you will sign up to new service with an 18month contract. I would imagine this has something to do wiith the credit crunch and being able to show lenders that they have monies up front for the next 1 1/2yrs. Who knows!!

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      05.01.2008 14:51

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      A DISASTER

      One Tel Talk Talk are an absolute disgrace. Their management have no interest in their customers and their staff parrot the Company Line like so many prison camp guards.

      For four months we have been trying to change a personal phone number to a business one. Lies, obfuscation, derision and contempt have been our reward.

      Despite the fact that we have received written answers - negative, but at least an acknowledgement of our communications, their telephone " Customer Service " staff resolutely state that no letters have been received.

      At one and the same time, we have been told, that :-

      Our request was being actioned
      Our request had never been received.
      Our request could not be granted,

      because it was

      against Company Policy
      against the Law
      against their good judgement

      and all the time, at our cost in time and trouble.

      And these people are supposed to be in the " Communication " business.

      Needless to say, this arrogant and incompetent organization have now lost our business once and for all, and we have no hesitation in encouraging others to desest this rotten ship.

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      23.08.2007 17:58
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      Avoid

      I am with onetel, unfortunately. Their service as an ISP is abysmal. The latest is a collapse of any internet service fom about 19 August. When I managed to make telephone contact, it was a tearful lady at a call centre, who did not kbnow when/if service would be restored. I asked her if the company was in money trouble and she burst into tears, I have receoved only 3 e-mails in the past 3 days; thjse included stiff from 4 days ago. My self test messaages have not arrived and neither have messages sent by local friends. This lousy company does not even have the couirtesy to advise that the system is down or when/if it will be restored. No meands of contact except via an 08456 number *that is more money for them. And to tghink, I was about to switch my Broadband service tyo TalkTalk!
      My advice is keep clear of this substandard service.

      Bilbo

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        10.08.2006 18:16
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        Confusing TalkTalk Onetel setup. They've stopped listening to ther customers

        For technical reasons I left Onetel a couple of years ago. The account has been dormant since then with a £10 credit.
        Recently, I was asked by TalkTalk to renew my due to expire c/card details.
        I subsequently renewed the details and so as to use the account I attempted to do a line rental only deal with them.
        I was told by there Asian c/services person that this was not possible because it was a TalkTalk service and not Onetel. This was curious because it was TalkTalk who requested the upgrading of the c/c details.....
        I think that TalkTalk and the once good services or Onetel are in a mess. They've gone to great lengths to stop customers talking to company representatives in the UK and the Asian Call centre people either don't listen or do not understand.
        Which makes it very difficult for customers?
        I can only think that business is so good for Charles Dunstan because of the crazy UK Coms market setup that he really doesn’t care if he looses a few customers. It’s so irritating!

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          28.07.2006 11:44
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          PhonePal auto dial problem

          I switched to Onetel a few months back & the service has been generally ok. I rent my line from Telewest and use the PhonePal to connect to the OneTel network, which works fine for numbers I dial. However, my last bill from Telewest showed that I had made 170 calls via their network (my usual number of calls is 25-30 per month) and when I contacted the Telewest customer services department they said that a number was being auto-dialled for 9 seconds at 03.30am (meaning that I was being billed for the 6p Telewest connection charge!!). The Telewest operator said that she had received a similar enquiry from another customer who also had a OneTel PhonePal and when he disconnected this the auto dialling stopped - Telewest are going to put a fault trace on my line to see if it is a problem at their end but they did this with the other customer & apparently found nothing. I then spoke to OneTel(in India of course) who told me to re-set the PhonePal etc and at the end of my conversation the OneTel operator mentioned that they were having problems with my model of PhonePal and had stopped shipping them out. My PhonePal is now disconnected until I get a refund & explanation from OneTel. Anyone else experienced a similar problem?

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            26.04.2006 21:49
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            Just don't even bother, its not worth the effort

            The foriegn call centres make it impossible to get the correct information, they quite obviously read from a script. I was not allowed to be transfered to a supervisor. I wanted to change my address due to moving house, so when I called the previous week I was told it was too soon, when I called today they told me it would take 10 days. This is not good enough. They blamed BT. After a lot of banter I cut off my phoneline, but am tied with a contract with my broadband. I called BT and got a new phoneline starting on the date I need, I informed them of the problem with Onetel. I was given an access number which was 'GUARANTEED' to make my internet change in time. On calling onetel they were reluctant to take the number, and expressed that it wouldnt make a difference. It will cost £50 to cut off this sorry excuse of a service, and just to kick me in the face as i'm moving house they HAVE to start a new contract, therefore i'm tied to them for another year and I was looking forward to giving them the boot in July. If some nice man comes to your door from British Gas saying you can get cheap calls and gas, just shut the door and turn off the lights!

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              11.04.2006 19:18
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              Worst customer service I have ever experienced in my life

              I never write reviews
              I usually can't be bothered, however OneTel are without doubt the worst company I have ever had the displeasure of dealing with.
              Their call center is in India
              The staff can hardly speak any English and read from a script, which means if you have a complaint you have had it, as the staff have no idea what you are talking about.
              For some reason OneTel decided to charge me line rental, despite the fact I was with BT!!!
              I only used OneTel for international calls.
              I sent them over, I kid you not, 38 e-mails and not ONE received a reply.
              Talking to them on the phone was like talking to someone from another planet, it was impossible to get the issue resolved.
              If that wasn't bad enough they started to charge me for non payment of a payment I should never have been charged.
              Now they have sent my account to a debit agency who are threatening me with Bailiffs!!
              I have contacted Trading Standards and the Citizens Advice bureau and will take this cowboy company to court!

              To put it simply this company should be closed down.
              An awful organisation who use poorly trained Indians to deliver a service worse than a robot
              An absolute disgrace!!

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                06.03.2006 22:57
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                Very pushy salesmen, wont take no for an answer

                A very nice young gentleman called at my door one evening last september, and as i had just come back from my holiday in turkey, i suppose i was still on holiday mode ,so i let him in, Mistake!
                He was very pleasant and told me all about the benifits of signing up to onetel, ie, cheaper evening calls, free weekend calls, call barring, friends and family cheaper calls, basically everything i had with BT, he explained if i signed with them i would no longer be a bt customer and all my future bills would be from onetel, i admit i felt sorry for him as he told me he'd only just started the job and i was the first person to let him through the front door, his patter was so good that he nearly had me signing on the dotted line, until he started asking for my bank account details !
                Holiday mode was quickly replaced with alarm bells, i told him that my husband and i had a joint bank account and i would need to run it past him first, "when will your husband be home?" he asked, "Never, im not really married" is what i nearly said, instead i told him my "husband" was a postman who works night shifts and would'nt be home until the following morning, he then asked me if i could ring my husband and ask him, i managed to put him off this idea, he then bounced back with "your bank account number will be on one of your statements, do you think you can find one", by this point i was getting a bit peeved, by his whole manner i just knew he was not new to the job and told him i was'nt going to start rummaging through papers, i'd just returned from holiday and had unpacking to do before going out for the evening, i think he picked up on this and left saying he'd call back another time.
                He did return about an hour later, i made my brother answer the door, he told my brother i'd asked him to come back for my bank details, my brother told him i'd gone out and was'nt expected back.
                About 2 days after his visit BT contacted me and told me they had been informed by onetel that i no longer wished to be a bt customer and had signed with them instead, i told bt that this was incorrect and explained what had happened, bt advised me to contact onetel and cancel any contract i had with them, as i had'nt signed anything contract wise i assumed a simple phone call to onetel would be sufficent enough, i phoned every day for a week, only to be told " sorry madam, our computer system is down at the moment, can you call back later", i also received letters from them telling me that my new onetel package was only days away from being set up for me, even though i knew i had not signed up for any of their services i was still worried, when i did finally get through to them the operator still tried to persuade me to change over to them, and when i still said no, had the cheek to ask me why not!
                The end result was, i asked for a letter stating that i did not have a contract with onetel, i was'nt a customer with them and did not require any of their services, and to this day im still waiting for it.
                very very pushy company to be avoided at all costs!

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                  06.03.2006 13:18
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                  One.Hell

                  What a company! They may sound like a great saving and great deals when you look them over for the first time but I would say don't join. The reason I joined was because other than BT they were the only ones offering line rental, calls & broadband at discount prices.

                  BIG mistake what they dont tell you is that if you need to contact them them its mainly via email and you can do this at least three times before you get more than an automated response saying, thank you we'll be in touch. Then when things get serious you get an 0845 number to call them so unlike BT you have to pay to get any help with your account.

                  I had to call them last week and again today as the problem wasn't resolved only to be told that the supervisor that there is a record of my call but the supervisor that spoke to me denies this. Hence LIARS, they say onething then just leave it and hope you forget.

                  As for their customer services its ridiculous you repeat the query over and over and still they do not try to help so again you email asking please could someone reply instead of always automated replies only to be informed that you are arrogant and they will attend to you as soon as they can because they are a busy company. Another LIE. Again I know this because when I called last week I sent them an email with the information they requested and within 15 minutes they had it so the endless days of waiting is unneccessary. They are now owned by the carphone warehouse which I thought would improve things but it has not changed a thing.

                  Anyway I thought that someone who was perhaps thinking of joining them may find this of use because these flaws are not given when you join.

                  Dont think of asking for a copy of your phone bill and hope that you never experience any problems with your pc or your screwed as they will not send paper bills without charging you £5 and there is no other way to contact them unless you get a letter telling you your overdue and there is an 0845 number on it so they make money from your queries. My advice stick with BT you know where you are and any problems are usually resolved with a free call.

                  All in all they are a nightmare and if it wasn't for the fact that I have 12 month broadband contract I would have left months ago.

                  Thanks for reading.

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                    20.06.2005 13:22
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                    ***who are they?***

                    They are the UK telecommunications arm of Centrica. No, I'd never heard of them either, but apparently they also own British Gas, so they're big players. Onetel itself was launched in 1998 and started to provide internet in 2000, before being bought by Centrica in 2001 for a massive £58 million. When taken together with British Gas, they have 1 million customers in the UK. But not me, as will become apparent...
                    Ontel have a charity partnership with TreeHouse who work with children with autism.

                    ***what are they offering?***

                    They offer the whole range of telecom services:

                    - Landline rental -
                    In the old days, you could only have this from BT but anyone can offer it now. Nortel's price isn't bad, although not especially cheaper than BT at £9.99 it'll save a few quid over the year.

                    - Landline call packages -

                    They are really selling packages rather than per minute for calls, and you choose what you think suits the calls which you make i.e.

                    StandardUKtalk (I hate those made up words with capitals in the middle...) - there's no monthly fee, and you get free weekend calls to UK landlines. Evening weekend calls are 5p for the first hour and then 0.9p per minute, so not bad. Peak calls range from 2.7 - 7.5p per minute.

                    InternationalTalk looks good too - except for the capital - as it's free but gives cheap international calls like Australia and Canada for 4p per minute. And they're giving a free £20 call credit. Bonus.

                    LeisureUKTalk is £3.99 per month, and that offers peak local and national calls for 2.7p per minute, free Directory Enquiries and per second billing. They have their own version of Friends and Family called Topcaller that is free with this one - discounts to you favourite 18 numbers.

                    TotalUKTalk is £10.99 per month, but you get free weekend, plus unlimited daytime and evening calls to UK numbers starting 01 and 02 at anytime, with free Directory Enquiries and per second billing. Getting confused yet?

                    You can also bundle together with broadband - now there's an advertising slogan - but we'll get there in a minute.


                    - Mobile -

                    They do an impressive range of pay monthly packages ranging from £4.99 - £19.99 a month depending on what you want included and of course how posh a free handset you’d like. When did bundled become such a common word??!

                    Here are the two ends of the spectrum:

                    One.Plan 20 - £4.99 - Line rental and 20 minutes (excluding cross network calls) included
                    One.Plan 70:70 - £19.99 - Line rental, 70 inclusive minutes to all UK networks and 70 inclusive texts included.

                    What might be interesting is a package called Freecaller which appears to offer free calls to your landline at no extra cost!

                    - Internet -

                    They do the traditional range of pay as you go and package dial up internet services, all with fantastic names that must have taken them minutes to come up with:

                    Casual Access - 1.5p per minute, pay as you go
                    Night Owl - Unlimited access 10pm - 8am for £3.99 per month
                    Daylight Savings - Unlimited weekday daytime and weekend for £6.99 per month
                    After Hours - Unlimited evening and weekend for £9.99 per month
                    Unlimited - Well, yes, does what it says, £13.99 per month
                    GameXtra - the same as unlimited but with a 6 hour cut-off (any ideas?) for £14.99

                    And of course they have broadband packages:
                    Standard - 2Gb download limit + free weekend calls - £19.99
                    Leisure - No download limit + free evening and weekend calls - £24.99
                    Total - No download limit + free anytime calls -£29.99

                    ***why won't I be touching them even with the longest bargepole?***

                    So, they offer a good range of products at competitive prices - why am I not a customer? My husband phoned them to enquire about their services and asked them to send some details (we love to look at the small print as any good dooyooer would). Anyway, as the bill is in my name it had to be agreed by me anyway. No problem. Until 2 days later when 5 separate envelopes arrived congratulating us on making the switch to a wide range of Oneself services! Without the bill payer's permission and we hadn't signed anything! They had even signed us up for broadband and dial up internet!! We decided this was more than a little dodgy and I phoned to cancel which I only managed to do after 20mins on the phone to 2 very pushy sales people who kept asking why I wanted to cancel and wouldn't accept I hadn't signed up in the first place!! In the end I found the bit about the right to cancel in the terms and conditions and read that to him, that finally did the trick!
                    So no, no sale with me - it makes you wonder how efficient the rest of their service is!

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                      22.06.2004 23:28
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                      • "Customer services"

                      'How would like bill thank you'- translated into what we know as English, means 'how would you like to pay for your bill?' 'Thank You' means 'please.' and 'How may I please you' is not a chat up line of the local imported hooker, but actually translates to 'can I help you?' Yep, its the English language, pure and simple in all of its glory. I don't ask for much, no complicated or sophisticated words, not even the use of the passive subjunctive tense in the pluperfect passive form. No. Just plain simple words, which are neither taxing to say or taxing to understand. I'm sure thats how every one likes to speak when dealing with customer services for a company. I don't ask for a lot (still waiting for the porche, but the order must have been lost in the post). So there is only one question to ask (and I don't want any smart arses saying 'what's the meaning off life'- to them all I say is go and play with nearest electricity pylon). The question is, why the hell can't Onetel teach their customer service 'agents' (I prefer to think of them as failed/trainee receptionists) to speak English in a way that we can understand. More on the trainee receptionists later. Onetel offer telephone, mobile and internet/broadband services to both personal and business users. Compared to BT their prices are cheap(er), but compared to other providers they are about the same. You can get unlimited calls for about thirteen pounds a month. Thats over ten quid cheaper than my BT option 3 you may ask. (For those of you who have had/are having a hard day and may not be fully with it, that was your que to stand up and shout: 'thats over ten quid cheaper than BT!') Have you done it yet? Good. Any person rude enough to be laughing at this present moment is luaghing at you, so feel free to blush and feel embarrassed about know. Anyhow
                      , to answer that statement, the answer is youv'e been tricked, so ha ha ha dunce alert, dunce alert etc. Yes you only have to pay Onetel thirteen quid, but you STILL NEED TO PAY THE BASIC LINE RENTAL OF £9.99 A MONTH TO BT. So it only works out about two quid a month cheaper, which as you will see is not woth the trouble. (ps any body reading this who is 'of an upper class' and would not be seen dead having, yet alone using one of those extremely common and ever so dirty BT lines, so instead has to use a posh cable service, I have one thing to say. Blue bananas. Know go and get your butler to read this for you- you might be in danger of reading somethng a commoner has read). Back to the main subject. You can either choose to dial a prefix before every number you call, or get a box to do it for you. (I mean a box that Onetel provide and is packed full of wires etc- not an old shoe box that you can then transform in a Blue Peter style and pull out, declaring 'here's one I made earlier.'). They will deliver it for free and so thats no problem- unless there is a postal strike, or Bush accidentally presses the red button and the world suddenly ends with a big bang. The quality of the phone line is the same as with BT, but when you get fed up talkin to someone you could alw ays st art to b rea k u p your wor ds an d s ay th e li ne is fau lty du e to on et el. But why would you want to do that? A plus for Onetel (yes, a goodpoint is about to be made, so brace yourselves), they do offer free directory enquiries. Woohoo!!!!!! But alas, there is a downfall, which is that their directory enquiry service is just as bad as all of the others that are around, so instead of paying for rubbish, you get it free. Onetel also offer pay monthly mobile deals. Nothing special, just the same as all the other companies, join now and you get three months half price line rental, as well as the latest phones for free. To get
                      to the point, who cares? So does everywhere. So does every company. So does every mobile phone shop. Point made. Lets move on. Internet by Onetel. They are the cheapest company if you just want simple pay as you go dial up internet, charging one and a half pence per minute. (Not only do they speak a different language, they also use a different currency- the half pence!). However, they are not very good at letting their customers know about price changes, they increased the price from one pence to one and a half pence without telling anyone- the fact that they wouldn't have told usin English anyhow we will ignore for the sake of simplicity. It doesn't sound much, but it adds an unexpected 50% to the bill. You wouldn't go and buy a car for ten thousand, and then let the company charge you fifteen thousand for it, would you? If you answered yes to the above, I told you what to do before, so go do it. They also offer unlimited packages for a set fee each month (current prices www.onetel.co.uk/internet), ranging from anytime, during peak and during off peak hours. They also do a 'night owl' package, for four pound a month you get unlimited internet access from 10pm to 8am every day (well, night). Broadband packages are the ame as the other companies, so I wont go into it. Prices are more or less the same, but the customer services are not worth any saving you might make. So what is so bad about the customer services? Well, they are based overseas (my guess is India). The people they employ are not, should we say, linguistically advanced in English. Therefore not only can you not understand what they say, but they can't understand what you say, so to try and make a point takes a lot of effort. I even resorted to spelling out words to find out why our bill was so big. 'H-o-w m-u-c-h a-r-e w-e b-e-i-n-g c-h-a-r-g-e-d p-e-r m-i-n-u-t-e f-o-r t-h-e i-n-t-e-r-n-e-t?' 'Tirty pound.&
                      #39; The correct answer would have been one and a half pence per minute, but we can't expect too much from them can we!. Setting up our account was just as much of a hassle, fifth time lucky for them to get our surname right- slowly does it. Don't even start on trying to get technical support. 50p a minute to start with, when you spend at least 50seconds per minute trying to understand what they are saying. I could go on for ages about the dire state of customer services, but why waste my breath. If you haven't got the point by know, give up, go home, go to bed, never wake up. Anyway, to conclude, Onetel are a mediocre company in terms of products, but fail miserably when it comes to customer services.

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                        23.10.2003 07:44
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                        • "IMPOSSIBLE TO LEAVE"

                        First of all may I say I was tempted to onetel by the static ip and soso price. Contacted them arranged an installation date. IN the meantime registered for their dialup connection. By day the dialup connection was either failing to connect or connecting at 33.6k. Abysmal Customer Service I got for ringing them about the problem (4hrs later of onetel grief). Believe it or not 9 out of 10 tech support staff i spoke too didnt know what a com port was!!!!!. Anyway I told them i wanted to cancel the dialup, which they promised me they did (within 7 days of applying for dialup so should be free refund). That service is still runniing despite repeated complaints (All totally ignored). On top of that today is my activation date and guess what?? no dsl, theres a surprise. So I rang up and told them I want to cancel before activation, and was told initally thats not possible, after 30mins of more grief I get thru to someone, who promises to sort it out. However by this stage having heard one tel spout so many porkies about what theyre going to do, rather than actually doing something. Im going to my bank tomorrow to tell them to refuse onetel payment. Then Im going to issue to the small claims court to deal with said ignorance from onetel. WARNING : HEALTH RISK: THIS ISP IS LIKELY TO ENDANGER YOUR SANITY. If your browsing for an ISP this DEFINATELY isnt for you. Best wishes to all out there and hope you find a GOOD ISP. Emma

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                          03.05.2003 19:27
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                          I've had many disappointing experiences with One.Tel broadband. After I signed up and handed over my direct debit details they didn't seem to care about me. They stopped to fulfil their promises to call me back and many of the letters they sent me contained numbers that didn't work. two month after finally establishing my connection, I found that I wasn't able to connect to the internet any more. I called them 10 times in three weeks. every time I called they told me they could call me back which they never did. After some time they told me they made a mistake and would I like to re-connect. I told them no however one month on I am still receiving letters from them. their customer service really stinks.

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                            05.08.2002 22:31
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                            I had extremely disappointing experiences with One.Tel. Like many others, I was excited about all the low prices – then realized, that in one category (local calls) I was charged more than 100 % the promised rate. I tried to complain – and never got a message back from them. As time went by, I sent 10 e-mails and 2 printed letters, all in vain. At last I asked Oftel for help, they send them another letter, and to this day, One Tel hasn't replied to Oftel either. Stupid me had also established a direct debit for One Tel – without reading their gagging provision (in the small print), i.e., if you cancel the direct debit (even if you give plenty of notice!) they'll charge you hefty administrative fees. So in the end, I did all I could do – left them. Thank God I didn't lose an absolute fortune, but if you want to do yourself a favour – don't go for One Tel. Cheap offers don't help you if the company is dishonest.

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