OneSource Communications

Summary of below: RUN and run fast. OneSource provides an incredibly poor service not worth the money that you pay for it. TV should not even bother being considered, lacks features, channels, and quality. If Internet is something you use for entertainment and work, stay far far far FAR FAR FAR away from OneSource and if you aren’t locked in to these guys, pick any ISP you can find, Preferably a larger one, like ATT, Verizon, TimeWarner, Comcast, etc…
If it is possible to give a lower rating I would. Why?
Customer service is abysmal
— 5 hr repair windows,
— Installer came within the 5hr window, made one call after he arrived rather than giving forewarning and was gone within 10 min when no response
— calling back within 20mins they couldn’t get us back in the same day.
The service itself is just poor
— network speeds are horrible and the «max» is rarely met
— they host
servers just to make their speeds and latency look good
— their offering for better speeds are too costly for such poor service and poor speeds IIRC 70M was their fastest offering and if it is anything like their 35G option, I suspect it will be more like what I expect for a 35G offering
(You can get better service at Starbucks on a crowded day with a lot of business people)
— TV service is horrible, pay for HBO normal price and done even get HBO go service with it
— TV channels freeze, some channels do not have audio at times,
Their service is so poor, I am considering breaking my lease at this apartment complex that forces me to use their service. The apartment complex (Watervue in Keller, TX) and the staff our awesome, its just that Internet connectivity is at the core of what I do in my personal and professional life that we are considering leaving just to get a better ISP. The fact that local Public Utilities commissions allow these type of monopolistic practices to keep on going boggles my mind. If mobile internet wireless cost say just $ 30 – 40 more for the current speeds that i get with unlimited downloads, I would go that route instead. (assuming i could serve my whole family off the same connection. (wishful thinking)

I have phone service with OneSource and I use it for my job, I will not have my phone line with any other company then OneSource simply because of their costumer service quality. I do not have many issues with their phone line but the times that I have had some trouble and I call the office I get to talk to a real person and not a machine plus the technician is usually there within 20 minutes to take care of the problem. Does not get better then that.

Well, I just got the Internet service and I’m having like issues with it, is it normal? Like every time there is a problem I call and I have them sending a technician and then it is solved but after two weeks or a month the same problem happens.

One source is the most awesome Internet provider by far. If you like not having service 4 to 5 times daily for an hour at a time, and having tech support run you around for 45 min with a wild goose chase. Then having technicians come to your house and hook up to the service push a few buttons say your all good only to have the service go out again 10 minutes after they leave. And they will charge you outrageous cancellation fees if your unhappy and want out. So if your a complete moron you’ll love this service. And the only reason it gets a star is because I have to pick 1 so I can post this to try and stop anyone else from getting suckered by the dollar store of Internet providers.

wish I could give ZERO STARS!!! Suckity suck suck!!! Worst customer service ever and their internet connection is even worse! Don’t do it pick someone ANYONE else!!!

Do not choose this company.
When we first signed up with OneSource, we were promised fast internet. Over the 1 year of our contract, our internet speed has hardly capped out at 1.5 mbps. And that’s on the days it isn’t out.
Next issue: customer service. Sorry, OneSource, we don’t like spending hours on the phone, being passed around to 5 different smart-a**es who don’t know what they’re doing. You’d have better luck talking to a brick wall than getting something productive from the customer service reps.
And lastly: We are at the end of our contract (thank god) and are happily switching to a different company. The thing is, we still have one week left, and during this week we aren’t getting any internet service. So, bound by our contract, we have to sit here without internet for a week. So much for «one year».
If you are thinking about choosing this company, I have one word of advice: Don’t. You’d have better internet service coming from a rock than this excuse of a company. I wish I could give OneSource zero stars because it barely deserves one.

All I can say is be prepared for incompetence at a mind-​blowing level. The product is bad and the service is worse. I only used this company because it was the only option at my apartment complex.
The cable boxes look like something from the 1980s along with the guide/​menus. The DVRs can only hold about 30 hours of HD recording. I had 25 mbps internet which was fairly reliable, but it would go out once every couple weeks and I would have to do the whole unplug everything and plug back in ritual.
When canceling their service (I moved to a new apartment with Verizon Fios), they make you return all the equipment to their location yourself, which isn’t awful since you don’t have to wait for a technician to show up. However, they had completely incorrect records of the equipment and service that I had been receiving for the past year. They told me I was supposed to be returning a DVR box, a standard box, and a modem when my service was actually 2 DVRs and internet using my own wireless gateway router. The person at the desk was baffled by the fact that their internet could work without one of their external modems. I was informed that I would have to pay a $ 50 fee for the modem I didn’t return (which I never had to begin with). I obviously told them that I wan’t going to pay for a device they didn’t even give me. 15 minutes later after calling 3 additional employees out to the front desk they finally figured out what service I actually had and waived the «modem fee».
Lord only knows what will wind up on my final bill. I hope for your sake you have an option besides OneSource.

Absolute crap.
If you’re using One Source, it’s because they have a monopoly in your apartment complex. I couldn’t imagine anyone using them as an ISP by choice. Frequent outages, slow speed, outdated service by every metric.
If your considering moving to a complex that uses One Source, look elsewhere.

Worst F[rigg]ing company ever! They don’t deserve this obligatory star.
«Customer Service» reps should be fired
Internet is in and out every 4min–
I’d rather pay for multiple hotspot devices than continue to deal with their inconveniences.
Not worth the money– not worth the headache.
Is there anything one can do to bring other ISPs to the Keller/​Roanoke area?

We have used OneSource as our internet provider for 2 years or more. We have wireless broadband with them near Decatur. When we first subscribed, the service was great. Now it is sporadic at best and although we pay for 10Mb down/2.5Mb up we actually get around 3Mb down/.5Mb up if we are lucky and it is sometimes much worse than that in the evening.
One of the techs that came out to our house recently tried to blame our slow service on an «unknown EMF field» surrounding our home and/​or DirecTV because they had installed our satellite dish the week before. The mystery EMF field was complete nonsense and DirecTV had nothing whatever to do with it as the next day we found out the tower was down (yet again).
Unfortunately, I cannot recommend OneSource anymore. They were ok a couple of years ago but now things have changed. It seems they have outsourced their telephone support so you don’t even speak to anyone at their office in Keller anymore. Their internet service is no longer fast or stable. Find another ISP if you can and save yourself a headache.

Every review here is the truth. Terrible customer service reps, terrible internet speeds, certain channels were always freezing/​unavailable, overpriced.
Why did I use them in the first place? Like others here, I had no choice as the apts I was in only offered One Source as an internet/​TV provider.
A few days before I moved out (2 weeks ago), I called to have my services shut off. The csr answered the phone while having a conversation with a co-​worker & was totally not paying attention to what I was saying as I had to repeat myself several times.
I go to drop off the cable box/​remote (they make you drop it off at their location yourself btw!), turns out the rep that was «helping» me didn’t even cancel my service. The lady at the desk looked up on her computer about what I had called about prior to my move out date, their notes say I called about a problem with a channel? Complained to them who I talked to and they knew right away who I was talking about so I’m guessing they’ve had problems with that particular person before.
TLDR; DO NOT give this company your business if you can avoid them. End rant!

this is the worst friggin’ company i have ever had to deal with. stay away from this company if you live in Springtown Texas. the internet service is wireless and it is trash.
i have had this service since ⁸⁄₂₀₁₄ and it has been down more then it has been up. we can only get ⁵⁄₂ mbs from them. and most of the time it is 2mbs/​786kbs. every weekend service goes out. and is down for an hour or so and sometime all day or all weekend… we have no tv service and use hulu and netflix
every time we call to complain about service being down. we are on hold for 20 minutes before we get an agent and customer service has no idea about why it’s down or even knows that its down. and wants us to do some BS trouble shooting that NEVER works. the agents are some of the most untrained people i have ever had to talk with., and always want to get you off the phone as fast as they can. or have the «on call» tech call you back.
oh the best thing is when we tell them we are coming down there to talk with them face to face. service gets restored almost immediately. at the proper speed.
filed a complaint today with the FCC .
we are contacting an attorney to see if we can file a breech of contract against them for failure to supply service but contining to bill us at full price or giving ridiculous credit of a $ 1 or $ 2 when they cost us tons of cash in lost business and fees we paid for streaming services.
STAY AWAY FROM THIS COMPANY!!! GO WITH ANY OTHER PROVIDER THEN THIS ONE. SAVE YOURSELF A BIG HEADACHE.
DISH OR HUGESNET IS BETTER THAN THIS P.O.S. COMPANY!

I’ve never heard of them before, have NO need for their services, live no where near Keller (I’m in Mansfield), yet they continually call and harass me on an Emergency Only prepaid cell phone. I’m thisclose to contacting my attorney then reporting them to the Attorney General.

So bad I couldn’t get past the woman that answered the phone when I called to inquire about service. She acted as if it was an annoyance that a customer was wanting to waste her time. Getting information out of her was like pulling teeth. I was asking about their wireless internet service and she kept telling me that it might not work and I wouldn’t know until a technician came out. It seemed like she was going out of her way to discourage me from ordering service.
Then when I persisted she made a big deal about all the installation costs, emphasizing how expensive it was without a contract ($ 200 installation fee) and how long the contract was (2 years) if I wanted to get service without an installation charge. Then she made a huge deal about how expensive the fines were that I’d have to pay if I did sign a contract but cancelled early.
When I inquired about what speed I would be guaranteed if I signed up for internet she didn’t know what I was talking about and I had to explain to her that it was standard for broadband service providers to guarantee a remedial speed. Her response was, «Oh. You’d have to talk to a technician after he installs it.»
My last question was when could I expect installation if I actually did order their wireless internet. She made a big production of acting like she was searching through their appointment schedule, complete with discouraging groans and mumbles, and finally told me that it would be several weeks to a month before they’d have an availability to install service for me. At this point I just hung up.
I’ve never experienced anything like it. This woman was the front-​line sales person and she absolutely went out of her way to be rude, bored, disinterested in me as a potential customer and unknowledgeable about her company’s products. She only put energy into trying to prevent me from making her have to complete an order for new service. (I think she was actually doing me a favor in retrospect.)
Avoid these people at all costs. They’re toxic.

We are also forced to use them because of where we live. I should have known when I ordered service and told the lady THREE times that I will need wi-​fi capability and the service guy showed up with no record of it that I made a mistake. I had to go buy my own router at Best Buy which wasn’t a big deal except it would have been nice to know ahead of time, especially since I was expecting them to provide it. So, once we got that settled, everything worked fine except now we get to deal with the internet constantly, i mean constantly, going down. Like right now, in fact. I am typing away on my phone because I HAVE NO SERVICE. just like yesterday. And it’s not a bandwidth vs devices-​in-​use problem. I am the only one online today!
Second issue, our tv. We are happy with the channels, and enjoy watching our line-​up, when the signal isn’t getting constantly interrupted and causing breaks in the program/​movie and lagtime… so annoying.
On the positive side, I will say for the price we are getting a good deal, IF everything actually worked the way it should.

This might be the worst company in Keller, TX. Notoriously horrible customer service that does not care. The cable TV is from the stone ages and the internet barely works, if it works at all. We are building a house elsewhere and this is a temporary situation for us but this alone would get me to move out of Keller. Excited to be leaving their «service area».

I’ve had some bad cable companies before but this is by far the worst. I’ve had to call customer service several times and have been laughed at over the phone more than once. I have the highest internet speed they have and it’s impossible to stream anything and the cable service goes out constantly. It’s the only cable company offered at many apartment so I have no choice. This company would definately go out of business if it weren’t for apartments forcing this service on people. I had AT&T Uverse before this and it was so much bettering cheaper than this that it’s not even comparable.

The worst. I am forced to use One Source because it is the ONLY option where I live. The internet is usually down and when it finally works, it is unbearably slow. The DVR box is huge, unsightly, and looks like it is from the 70s. The channel guide and menu is equally archaic. Navigating screens, recording shows, deleting recordings — it all takes forever.
And to add insult to injury, I pay as much for it as I would for an updated, decent internet and cable provider.
If you have any other option — use it!

used them for 2 ½ years… had numerous issues… always dropping the internet. We bought a new computer, upgraded wireless router… with no success. Now after all this the service tech says we should have had another separate line (no splitter) for our Internet. They say they will be happy to install another line at $ 110 per hour… I say ADIOS and don’t let the door hit you on the keeessster!

Terrible service.
Terrible speed.
Several times a day, we have to turn our router on and off just to get the connection to stay on. We have called OneSource multiple times & they say it works fine.
Don’t give them your money. Consider other options.