Onecom Complaints: How to Complain to Ofcom, CISAS & Get Your Contract Cancelled

The Golden Rule: Keep Everything in Writing

Before we go any further, this is the single most important piece of advice in this entire article:

Keep everything in writing. Never accept a verbal resolution over the phone.

If Onecom calls you about your complaint, say this: "Please put that in writing and email it to me. I want to review it properly before responding."

This is not being difficult. This is protecting your business. If your complaint progresses to CISAS adjudication, the adjudicator will review written evidence. Your recollection of what someone said during a phone call carries almost no weight. An email trail is evidence. A phone conversation you cannot prove happened is not.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service operating since 2008. We regularly hear from businesses going through the Onecom complaints process, and those who keep everything in writing consistently get better outcomes.

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Why Businesses Complain About Onecom

The Facebook group "Onecom problems & mis-sold contracts" has over 1,400 members. Onecom has over 13,000 reviews on Trustpilot, with a significant number of 1-star reviews. The complaints follow consistent themes:

• Misselling during the sales call where full pricing was not clearly explained
• Price increases after introductory discounts expire mid-contract
• Add-on services described as "free" during the call that later appear as charges
• No cooling-off period for business contracts, which many customers were not made aware of
• Difficulty reaching customer service once contracts are signed
• Aggressive sales tactics including fast reading of terms and conditions

If any of these apply to you, here is exactly how to complain and what to expect at each stage.

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Step 1: Gather Your Evidence First

Before you contact Onecom, prepare your case. You need:

Request Your Sales Call Recording (Subject Access Request)

Under UK GDPR, you have the right to request a copy of your personal data, which includes any recorded sales calls. This is called a Subject Access Request (SAR).

Send the following to Onecom in writing:

1. State you are making a Subject Access Request under Article 15 of the UK GDPR
2. Request a copy of the recorded sales call from the date you signed the contract
3. Include your account number, business name, and the approximate date of the call
4. Onecom has 30 calendar days to comply

This recording is gold. If the salesperson misrepresented the pricing, glossed over the no cooling-off period, or described add-ons as free that were later charged, this recording proves it.

Important: Submit your SAR separately from your complaint. The 30-day clock for the SAR is independent of the complaint process. Start this immediately.

Collect Documentation

• Original contract or order confirmation
• All emails from Onecom
• Your bills showing the price before and after the discount period
• Screenshots of any online account showing charges
• Notes of what you were told during the sales call
• Any text messages or correspondence

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Step 2: Complain to Onecom in Writing

Send your formal complaint to Onecom via email. Your complaint should include:

1. Your account details - account number, business name, contact details
2. A clear description of the problem - what happened, when, and what was said
3. Why you believe you were mis-sold - reference specific representations made during the sales call
4. What you want - clearly state you want the contract cancelled without early termination fees on the grounds of misselling
5. Reference your SAR - note that you have separately requested the sales call recording

Keep the tone factual and professional. Avoid emotional language. State facts, reference evidence, and be clear about the outcome you want.

Critical: When Onecom responds, they may call you. Do not accept a phone resolution. If they call, say: "Thank you, but I need all communication in writing. Please email me your response." This is not optional. This is essential.

Onecom must respond to your complaint. They should acknowledge it and either resolve it or explain why they disagree.

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Step 3: The 8-Week Window

Onecom has 8 weeks from the date of your complaint to resolve it. During this period:

• Keep all communications in writing
• Respond to their emails promptly and in writing
• Do not agree to anything verbally
• If they offer a partial resolution, ask for it in writing and take time to consider it
• Do not feel pressured to accept a resolution that does not address your core complaint

If Onecom resolves your complaint to your satisfaction within 8 weeks, great. Get the resolution confirmed in writing before you consider the matter closed.

If they do not resolve it, or if they issue a "deadlock letter" (saying they cannot resolve it), you can escalate to CISAS.

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Step 4: Escalate to CISAS

CISAS (Communications and Internet Services Adjudication Scheme) is the independent adjudication service for telecoms complaints. It is free to use and the decision is binding on Onecom.

When You Can Go to CISAS

You can submit a case to CISAS if:

• 8 weeks have passed since you complained to Onecom and the issue is unresolved, OR
• Onecom has issued a deadlock letter

How to Submit Your Case

1. Visit the CISAS website and complete their online complaint form
2. Upload all your evidence: emails, contract documents, bills, the sales call recording if you have it
3. Clearly explain what happened and what resolution you want
4. CISAS will notify Onecom and request their response

What Happens Next

• Onecom has a set period to respond to CISAS with their side of the case
• An independent adjudicator reviews all the evidence from both sides
• The adjudicator makes a decision, which is binding on Onecom
• The whole process typically takes 6 to 8 weeks

What CISAS Can Award

CISAS can order Onecom to:

• Cancel your contract without early termination fees
• Refund charges you should not have been billed
• Pay compensation for inconvenience and distress
• Any combination of the above

Multiple Onecom customers have successfully had contracts cancelled through CISAS on the grounds of misselling. The key to success is strong written evidence, which is why the golden rule matters so much.

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Step 5: Report to Ofcom

Ofcom is the UK telecommunications regulator. They do not handle individual complaints or cancel contracts, but reporting to them serves an important purpose.

Ofcom monitors the number and nature of complaints about each provider. If a provider receives a disproportionate number of complaints, Ofcom can investigate and take regulatory action. Your report contributes to this monitoring.

To report to Ofcom:

1. Visit the Ofcom complaints website
2. Complete their online form
3. Include details of your complaint and the outcome of the CISAS process

Even if CISAS resolves your individual case, reporting to Ofcom helps protect other businesses from the same practices.

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Step 6: Trading Standards

If you believe Onecom's sales practices constitute unfair trading, you can also report to Trading Standards via Citizens Advice. This is particularly relevant if:

• You were cold called and pressured into signing during the call
• Terms were deliberately obscured or read too quickly
• You were told something factually untrue about the deal

Trading Standards can investigate unfair commercial practices under the Consumer Protection from Unfair Trading Regulations 2008. While these regulations primarily protect consumers, some provisions can apply to sole traders and micro-businesses.

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Common Mistakes to Avoid

Mistake 1: Accepting a Phone Resolution

We cannot stress this enough. If Onecom calls you and offers to "sort it out" over the phone, politely decline and ask them to put it in writing. We hear from businesses who accepted a verbal resolution only for Onecom to later deny what was agreed. Without written proof, you have nothing.

Mistake 2: Stopping Payment

Do not stop paying your Onecom bills while your complaint is ongoing. This can damage your business credit rating and gives Onecom grounds to pursue you for non-payment. Continue paying under protest and state in writing that you are paying under protest while your complaint is investigated.

Mistake 3: Missing the 8-Week Window

Make sure you note the exact date you submitted your complaint. If 8 weeks pass without resolution, go to CISAS promptly. Do not let Onecom string the process out indefinitely.

Mistake 4: Being Too Emotional

Keep your complaint factual. "You mis-sold me and I am furious" is less effective than "During the sales call on 15 January 2025, I was told the monthly cost would be 25 pounds per line for the full 36-month term. The actual cost after 18 months increased to 80 pounds per line. This was not clearly communicated during the call."

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The Facebook Group: You Are Not Alone

The Facebook group "Onecom problems & mis-sold contracts" has over 1,400 members. It is a valuable resource for:

• Seeing how others have navigated the complaints process
• Learning what evidence was most effective in CISAS cases
• Getting moral support from businesses in the same situation
• Understanding the timelines and expectations

Many members share their CISAS outcomes, which can give you a realistic sense of what to expect. If you are going through this process, joining the group is well worth it.

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After Your Complaint: What Next?

Whether your complaint succeeds and your contract is cancelled, or you decide to wait until it expires, the next step is finding a better provider.

The mistake many businesses make is jumping from one reseller to another. Onecom sells Vodafone. Other resellers sell specific networks too. The smarter approach is to compare across all four major networks and go direct or through an independent comparison service.

We compare deals from all four networks and the service is completely free. Get a free comparison and see what you should actually be paying.

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Frequently Asked Questions

How do I complain about Onecom?

Submit your complaint in writing via email. Be specific about what went wrong, reference dates and evidence, and state clearly what outcome you want. Never accept verbal resolution.

How long does the CISAS process take?

Typically 6 to 8 weeks from submission. Onecom responds, the adjudicator reviews evidence, and a binding decision is made.

Can Ofcom cancel my Onecom contract?

No. Ofcom monitors providers but does not handle individual disputes. CISAS is the route for individual contract cancellation.

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Related Guides

• Onecom misselling: what you need to know
• Onecom early termination fee: is it worth paying?
• How to leave Onecom
• Onecom no cooling-off period explained
• Onecom contract problems explained

Nearly 20 years helping UK businesses. Over 1,000 verified reviews on Trustpilot. OFCOM-regulated. Free.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.