Octaplus Internet Service Update – Cityfibre Customer Affected

All customers connected to Cityfibre network are being moved to a New Provider.
Customers on other networks will not be affected.
Octaplus Internet customers on Cityfibre network are transitioning to a The One Broadband as part of an upgrade to improve network performance, reliability, and long-term service quality.
This transition has been carefully planned to ensure your internet service continues without interruption.
For customers, no action is required.

What This Means for You?

Your service will continue exactly as it does today.
You do not need to take any action.
Your direct debit is moved to the new company direct debit system Stripe
Your service will continue as normal, including:
a) Your internet connection will remain active
b) Your current broadband speed will remain the same or improve
c) Your existing router and equipment will continue to work
d) Your contract terms remain unchanged unless you are contacted with different terms.
Your service will now be supported by The One Broadband

What Will Change?

You may notice a few small changes in the future:
Customer communications will come from The One Broadband
Customer support will be provided by the new provider
Billing references on your bank account statement will display the new company name “THEONE”
These changes will not affect your service or connection.

Direct Debit Changes:

Your direct debit will now be collected by The One Broadband and your bank account statement will show “THEONE”
You will receive bills from the new company from April 01, 2026
Mostly all customers direct debits have been moved to the new company direct debit payment processor Stripe. Just like Gocardless you will receive important notifications from Stripe about your direct debits.

About The One Broadband

The One Broadband is a UK broadband service provider delivering high-speed internet services across the UK.
They operate modern broadband infrastructure designed to deliver reliable connectivity and customer support.
By transitioning to this new provider, customers will benefit from continued investment in network performance and service improvements.

Transition Timeline


Date	Event
March 17, 2026	Customer transition announcement
March 18, 2026	Direct Debit Transfer
March 23, 2026	Network transition begins
April 05, 2026	Customers fully supported by the new provider


Throughout this period, your internet service will continue as normal. Do not change anything on your side.
Your Service and Data Protection
Your customer account and service details remain protected during this transition.
Your personal information continues to be handled in accordance with UK data protection regulations.

Need Help?

If you have questions about this transition, our support team is here to help. Customer Support:
Octaplus: 03337729009
Email: switchover@octaplus.co.uk
The One: 02045721442
Email: support@theonebroadband.co.uk