OneStream Exit Fees

MissW72

I have been a customer of OneStream since April 2021, after moving from Vodafone because they were increasing the monthly charge by £7.
Since being with OS, I have had constant dropouts on my line.  I know this because of a WiFi device linked to my phone, which tells me when the broadband is down.
Drop outs happening 6-10 an hour.

First call to OS - No issue with my line.
They inform me it is the usage I am putting on the package I signed up to.  I am possibly the lowest of low users available. One person. no downloads, no gaming...

Then followed up by another call and was informed there WAS a problem at the junction box which has been fixed by BT.

New router sent out.
Numerous calls and emails as I am still getting drop outs.
OS upgraded my package and said they would send out a third router.  This never appeared.
Since Sunday I have a loan of a 4G wireless router and no drop outs. Not one.
Called today in order to cancel a service, which I have been paying for since April (4 months).
I am took my exit fees will be £384.09.
Is this fair?

I have to pay nearly £400 to leave a service provider that has not provided me with a service?
Any help and suggestions greatly appreciated.

Thank you in advance to you all!

JenB79

Can you try a third party router (ie to rule out hardware issues)? Of course you shouldn't have to buy your own router if the ISP are providing it free of charge but in your case it might be a cheaper option.

https://www.amazon.co.uk/TP-Link-Archer-VR400-V3-Connections/dp/B08DVGFRXW

MissW72

A friend loaned me a wireless router - NO DROP OUTS SINCE IT WAS PLUGGED IN ON SUNDAY!!!

This is why I called to cancel my service provision.

flaneurs_lobster

Did your friend lend you "a 4G wireless router" (does not plug into fixed broadband socket, works using mobile data, provides wireless hotspot) or was it another plug-in router to replace the OneStream supplied one?

Neil_Jones

MissW72 said:

I have been a customer of OneStream since April 2021, after moving from Vodafone because they were increasing the monthly charge by £7.
Since being with OS, I have had constant dropouts on my line.  I know this because of a WiFi device linked to my phone, which tells me when the broadband is down.
Drop outs happening 6-10 an hour.

First call to OS - No issue with my line.
They inform me it is the usage I am putting on the package I signed up to.  I am possibly the lowest of low users available. One person. no downloads, no gaming...

Then followed up by another call and was informed there WAS a problem at the junction box which has been fixed by BT.

New router sent out.
Numerous calls and emails as I am still getting drop outs.
OS upgraded my package and said they would send out a third router.  This never appeared.
Since Sunday I have a loan of a 4G wireless router and no drop outs. Not one.
Called today in order to cancel a service, which I have been paying for since April (4 months).
I am took my exit fees will be £384.09.
Is this fair?

I have to pay nearly £400 to leave a service provider that has not provided me with a service?
Any help and suggestions greatly appreciated.

Thank you in advance to you all!

Providers do not guarantee wifi speeds.  What router have they sent you?  Is it a TG588V by any chance and does it look like this?

https://www.provu.co.uk/technicolor-tg588v-v2.html

littleboo

Do you have a problem with the line dropping, or WiFi dropping? What is the tool which detects the drops and how does it know the difference?

MissW72

Neil - Not the same router.

Wifi dropping - I get an alert on my phone when something I have at the house 'switches off' when the broadband dips out.

littleboo

so the broadband is fine, its the wifi which is patchy. That could be a faulty router, a router with inherently bad wifi performance, a router configuration issue or issues relating to your property and the environment in which you are using the wifi