Getting 0.1mbps with Onestream... how do I leave them?

HWG

Hi all,
I was with Sky until recently, getting about 10mbps on our broadband line. Switched to Onestream and now I'm getting 0.1mbps (yikes!), and frequent connection drops,

Its unusable. I've tried contacting customer services, but emails go unanswered, and the tech support people on the phone don't know what they're doing (the last one said they "weren't very technical, to be honest"). They keep saying they can't deal with it now, and promising callbacks, but it never happens. I get the impression their call centre is overwhelmed with new customers.

The guaranteed minimum speed the gave me is 7mbps, so I know I can cancel based on that.

So my question is... how do I actually exercise the right to cancel if I can't get through to anyone? I assume they'll block new providers taking over the line by default, so I would need someone in customer services to actually take action in response to my emails and calls.

Any ideas?

Bonus question: I'm curious about what could be going wrong. The connection was fine until Onestream took over, so I assume it's something to do with them, rather than a physical fault on the line. Can anyone enlighten me as to how this might have happened?

Roland_Sausage

HWG wrote: »

Bonus question: I'm curious about what could be going wrong. The connection was fine until Onestream took over, so I assume it's something to do with them, rather than a physical fault on the line. Can anyone enlighten me as to how this might have happened?

Assuming no line fault, it sounds like they're not buying enough capacity from whoever their suppliers are.

HWG

That's interesting. They're a new provider and they seem to be trying to grab a lot of new customers, so I did wonder if there's something in the setup that isn't scaling well.

Can you elaborate how that works? Tried Googling it but I just got a bunch of ads...

wild666

It is unlikely to be a line fault if you were getting 10Mbps with your previous provider try and find out who the CEO is and their email address then contact them giving them a period of time to get you running at the minimum speed you were promised.
When I was with BT they promised a minimum of 29 Mbps but it dropped to 1.5 Mbps within hours of my connection going live and stayed there, it took me 3 months to get the line from the pole to the home replaced as an ex BT engineer said if the line has been in from the 60's or early 70's it might not be up to the task of providing the claimed speed when they changed the line I got 30 Mbps.

I contacted my new provider in August 2018 because the speed I was getting on my Max broadband was 23 Mbps and my previous two suppliers had both been around the 50 Mbps mark even though I was using their basic router I upgraded the modem/router and it still was 23 Mbps and after they reset the connection I got 43 Mbps.

[Deleted User]

HWG wrote: »

Hi all,
I was with Sky until recently, getting about 10mbps on our broadband line. Switched to Onestream and now I'm getting 0.1mbps (yikes!), and frequent connection drops,

Its unusable. I've tried contacting customer services, but emails go unanswered, and the tech support people on the phone don't know what they're doing (the last one said they "weren't very technical, to be honest"). They keep saying they can't deal with it now, and promising callbacks, but it never happens. I get the impression their call centre is overwhelmed with new customers.

The guaranteed minimum speed the gave me is 7mbps, so I know I can cancel based on that.

So my question is... how do I actually exercise the right to cancel if I can't get through to anyone? I assume they'll block new providers taking over the line by default, so I would need someone in customer services to actually take action in response to my emails and calls.

Any ideas?

Bonus question: I'm curious about what could be going wrong. The connection was fine until Onestream took over, so I assume it's something to do with them, rather than a physical fault on the line. Can anyone enlighten me as to how this might have happened?

First question is how long have you been with them?

If it's been a few weeks then their contact details are at:-

https://onestream.co.uk/complaints

I would write a letter and send it registered stating that you're requesting the right to leave with no penalty due to their failure to deliver the required service.