UK ISP The One Broadband Acquires CityFibre Customer Base of Octaplus UPDATE

London-based ISP The One Broadband (‘The One‘) has acquired the CityFibre linked customer base of retail internet provider Octaplus, which has spent the past few years selling broadband packages to consumers via a number of alternative full fibre networks. But customers on the provider’s other networks “will not be affected“.

Customers of Octaplus first started informing ISPreview of the development yesterday afternoon, after the ISP informed them of their plans to migrate the base to ‘The One‘. Curiously Octaplus appear to be describing the sale of their base as an “upgrade“, which might well lead their remaining customers on other altnets to wonder whether they too might eventually need an “upgrade” to a different ISP, although for now they’re not affected.

According to an Octaplus help page that has been setup to support the transition: “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.”

Customers have been told that they don’t need to take any action and their existing service will continue as normal during the transition, despite some changes in company names and payment providers. Octaplus adds that “contract terms remain unchanged unless you are contacted with different terms“, which is potentially a bit contradictory.

The One has also setup a help page of their own, which adds a few extra details (e.g. those with a static IP address will get a “new” one during the transfer) and adds that “this is a strategic decision by Octaplus’s Board to exit the UK broadband market,” which is rather different from it being only linked to their Cityfibre base.

The new provider does promise that “customers will keep the same monthly price for the duration of your contract with no in-contract price rises“. But it’s worth noting that The One applies a monthly price rise of £3 in April each year to new customers, so those seeking to re-contract in the future should keep that in mind.

Copy of the Octaplus Customer Email

Important notice about your Octaplus broadband service

Dear XXXXXXXXXXXXXXXXX,

As always, we want you to be the first to know about any changes to your Octaplus broadband service.

The Octaplus team have decided to pursue new opportunities in the UK telecoms market and as a result, we have arranged for your broadband service to be transferred from Octaplus to The One Broadband, who will take over billing and customer support for your account. This email is notice of that upcoming change.

You can relax, because the things you value will stay the same:

. Your price stays the same
. Your contract length stays the same
. Your service package and terms stay the same
. Your CityFibre connection stays the same (no engineer visit!)
. There’s no need to change your equipment or wi-fi details

There’s nothing you need to do. We’ve scheduled this overnight to minimise disruption.

The One Broadband will become your broadband provider, but your underlying CityFibre service will not change. We expect your service to transfer between March and April 2026.

Visit The One Broadband: www.theonebroadband.co.uk

Why The One Broadband?

We wanted to make sure our customers stay with a provider who keeps everything you love about your Octaplus service, and The One is a perfect fit.

The One is one of the UKs largest broadband networks, partnering with CityFibre – exactly like us.

The One is recognised for UK-based, service excellence and transparency.

Finally, they are friends of ours and share the same values and approach as us, namely putting customers first!

What happens next?

You don’t have to do anything. We’ll do it all for you and your transition will be seamless.

Don’t worry because we’ll be writing to you to keep you posted on when you’ll move and what to expect on the day of transfer.

Just call us on 0333 772 9009 or write to us switchover@octaplus.co.uk within 14 days of this email. Our FAQs have more answers.

Finally, a huge thank you for being part of the Octaplus journey. We’re proud of what we’ve built together and we’re confident The One Broadband will look after you brilliantly.

In the meantime, please continue to contact us as usual if you have any questions.

Best wishes,

Gladstone Gonsalves

CEO, Octaplus Broadband

The timeline for this transition indicates that those with Direct Debits should have their details transferred today, while the network transition itself isn’t due to begin until 23rd March 2026 and customers should then be fully supported on the new provider come 5th April 2026.

We should be able to add some additional information and official comments shortly, once an awkwardly timed embargo has been lifted to allow its use.

UPDATE 23rd March 2026

We’ve today added the following comments.

Richard Alford, The One CMO, said:

“We believe passionately in providing the very best service to all our customers including a commitment to UK-based customer service and we look forward to welcoming the customers of Octaplus. We are committed to our dedication for service excellence, quality and fairness.”

Gladstone Gonsalves, Octaplus Founder and CEO, said:

“We are delighted that our customers have found a happy home with The One. We wanted to make sure our customers stay with a provider that keeps everything you love about your Octaplus service, and The One is a perfect fit.

It was clear from the moment we first met that they carried the torch for high-quality customer service delivered in a modern, digital-led way. Whilst we have decided to exit this market for new challenges elsewhere, it is gratifying that our wonderful customers will be part of such an exciting future.”