Onestream Reviews

I cannot stress enough, this company should be avoided at all costs. We requested to leave our contract as outlined in section 10 2.5 of the Terms and Conditions. This company changed our contract without informing us, and will be charging us £659 to leave. £659. Onestream claim there is no way to service to the area we are moving to, therefore they say we have no choice but to pay. This is just for internet. Moreover, they absolutely REFUSE to send us a dated copy of our original contract, which we have asked several times. All they provide is a link to an un-dated PDF which is universal and can be easily changed. It is utterly fraudulent and a complete scam. There is absolutely no need for ending the contract to be £659. They also signed us up to a trial of a VPN without our permission. This is a clear case of illegal inertia (The Consumer Protection (Distance Selling) Regulations 2000) and an egregious violation of the Data Protection Act 2018. The use of our data to sign up to this VPN was not fair, transparent, necessary, let alone LAWFUL. Upon calling customer services, my partner was shouted at and hung up on. This is truly an awful company, and I urge you to read the Google reviews.

If you're looking for an internet connection that doesn't need to be particularly stable, such as casually browsing social media or sending the odd email, you're probably fine with OneStream. But if you want to connect to Teams or other video conferencing platform, think again. And if you raise issues with them, expect to wait eight weeks for them to fully investigate the issue, or you will be charged the remaining contract amount as an Early Termination Fee.

My internet connection has been intermittently dropping, several times per hour, since the 2nd September. I work as an online counsellor, and remotely for a university. I have been unable to work without hotspotting from my phone's 4G/5G connection during video conferencing calls, and have experienced multiple interruptions to streaming services on Amazon Fire due to the unreliable and hugely unstable connection provided by OneStream.

Despite having "resolved" the technical issues three times (but without any details about what these fixes entailed), I requested my services be cancelled without an early termination fee. They declined, threw Ofcom's legislation at me that they should be allowed eight weeks to fully investigate, during which time I am still fully liable for paying for the unusable connection. I will only get any money back for "total loss", which has not been the main issue.

I was sceptical about switching to Onestream as I’d read many bad reviews. However the price being 50% of any other provider for a similar package in my area was too good not to give it a go (900mb full fibre FTTP). It’s evident the service is provided using a white label/Vodafone backhaul and so far the service and experience has been excellent! I’m using my own equipment so this review doesn’t cover their supplied router or WiFi, just the actual connection and service. You have to be careful as they do use sneaky sales tactics and automatically add on phone support and antivirus packages, each free for a bit then about £5 a month. However it was super easy just to login online to my account and turn these off. No fuss, no hassle. You just need to remember to do it (I was able to do this before the service even went live). Performance wise, the service is actually better than the BT/EE service I switched from. The download/upload speed test is better then I had with BT (and over the 910 max I was advertised) and interestingly the ping time halved from 8ms to 4ms, which is pretty incredible really! I’m using Unify hardware so I have decent network equipment to test this on. Overall the switch process was easy and efficient, I was updated by text message and everything happened as they said it would.

signed up for new fibre ( been a customer for one year ), left for 9 days with no internet did not work from installation, nemerous contacts by chat, phone and e mail resulted in no urgency to resolve they kept blaming open reach( who i could not contact) i needed internet connectivity so forced to pay for added mobile data ( needed for autistic child therapy)which cost £10 per day total cost £90), eventually connected but not before i called again only to be advised fault had been rectified two days earlier and it was now just a config error which was reset over the phone ( which could have saved me £20) but no one had the decency to contact me to advise and get me connected, , called today for a resolution , eventually got to complaints after reading their complaints procedure to them to be offered £ 17.50!! as due to there terms and condition that all i was entitled to ,with them doing lots of referring to terms and conditions later and excuses inferring it was my fault i was not connected earlier i was eventually offered £35 if i took the extra care package for 24 months at £5 per month or one one free month!!( £27.50) despite advising i was prepared to go to the ombudsman again countered with terms and conditions , i had to reluctantly accepted the one one were the senior

I contacted OneStream 4 days ago with a router problem, OneStream agreed to send another router & whilst on the call, checked my line & arranged for OpenReach to check my line as OneStream were not happy with the line check, OpenReach attended the next day, made some checks & reset DLM!
Very good support!
Keith Randall

Terrible service, cuts out constantly, and very slow speeds. Customer service is usually closed, takes ages to answer, and are hopeless. I'm stuck with crappy broadband and I can't cancel unless I pay for the whole contract.

Absolute disgrace of a company, you sign up and they add on services you don’t want or need, then charge you a fortune.
Try contacting them and you can’t get through or they won’t reply to emails. How can they get away with this?
Please read other reviews and you’ll understand, or just try ringing them before you join. You’ll be sure to change your mind, thank me later.

Price comparison website said that it would be £16.95pm. After signing up, the email had light grey small print so harder to read, that said, it's the price is for 2 months and then they charge more to include a Kapersky virus scanner and Onestream Assured, whatever that is, unless you cancel those extras. When I phoned to cancel extras they agreed. They also charge more for the first month, plus £9.95 delivery charge, so you don't realise how much the next month will be, so too late to cancel. When I realised I was going to be charged £20.90 a month, I phoned to ask why, and they said it was for a superfast router. I said I didn't need a superfast router and a rude boy said it was what I clicked on and too late to do anything about it now.
One month before contract finished they suddenly took out £26 from my bank account, saying they're allowed to increase the prices equal to the Retail Prices Index. When I asked if I cancel the service at the end of the contract in a month, how much extra would they charge for doing that, knowing their history of taking money I wasn't aware of before, they kept saying they didn't know. I said it was their job to make it clear, and then she said they might take out around £40 for cancelling their service but might be more. I signed up for another year as was scared how much they would charge if I left them

I signed a £22 contract and cancelling their extras by phone. I had to call twice because the first time they asked to call in a week because they can't cancel the extra immediately.
On the second phone call they confirmed that they had cancelled and will not collect for sure, and 2 weeks later they took £29.95 for extras from the account using the card details and not the direct debit.
After contacting customer service again and explaining that I had cancelled extras, they asked me to wait 72 hours for a call back from them.
After the 5 days of lack of any contact on their part and the lack of email confirmations, contacted the company again and again the same conversation, "We will call you back and send you a confirmation email", of course nothing like that happened for next 5 days.
With such an approach to the client, you can immediately see that this Onestream broadband is one big SCAM and FROUD.

Save yourself from misery and choose someone else. They charged me for an extortionate package i never been agreed. I asked for the record of the conservation where i said i said yes but never got an answer. The connection is the slowest and worse i never had. The tech team ask me to run tests and buy extra booster and move the router and all the excuses they have but the connection is still crap, plus if I was an expert i wouldn't ask for help. I am stepping forward and officially complaining with ombudusmam. After that, i will pass to my lawyer. This time I won't let it go, they are so arrogant and unprofessional and extremely bad working practices. Be smart, don't be a fool like me, don't pick onestream.