Onestream "Assured" - automatically added maintenance service?

calamityGreeny

WARNING to all Onestream customers!

I was auto-enrolled into their enhanced maintenance package called "Onestream Assured". I was informed by a single email entitled "Free Trial Activated!". In all of my many years of being a professional software engineer, the last 5 of which have been working from home full time, I have never once needed an onsite engineer to visit my home for anything other than a new line or reactivation of an old line.

As far as I can tell, this is a rouse to extract £4pm. I'm not even sure how this can be legal, given I have not shown any interest in additional services from Onestream.

Kind regards,

Jon

[Deleted User]

calamityGreeny said:

As far as I can tell, this is a rouse to extract £4pm. I'm not even sure how this can be legal, given I have not shown any interest in additional services from Onestream.

It's not a 'rouse' or even a ruse. 

It's legal as it's part of the package you signed up for, as it states that it includes one free month of the product.

If you don't want it, simply cancel it.

Remember also to cancel your Kapersky free trial if you chose a product that included it, if you don't want that either.

everyone_else

Just saw the same email by complete accident! Cannot believe how cheeky the company is being!! 

Had to type up several times “Agree” to boxes and then sign the document to cancel something I didn’t even sign up. 

I’m quite worried that there will be many people who simply discarded the very scammy looking email or will think its an actual scam and not do anything, and end up paying for the “upgrade” without their knowledge. How can this be legal? Can anybody give guidance on if this can be reported somewhere?

[Deleted User]

everyone_else said:

 How can this be legal?

See post #2.

everyone_else

Deleted_User said:

everyone_else said:

 How can this be legal?

See post #2.

I feel like you may be misunderstanding the posts. This email is not sent out as part of a sign up process. I have been with the company for over a year paying only for their broadband service. I have not signed up for any upgrades at any point. 

This is an upgrade that the company provided without any prompts whatsoever from the clients, which unsurprisingly people find outrageous! 

[Deleted User]

everyone_else said:

Deleted_User said:

everyone_else said:

 How can this be legal?

See post #2.

I feel like you may be misunderstanding the posts. 

I can only go by the information posted.

No one, until now, has mentioned how long they have been in contract for and the Onestream products show the free trial as being part of the product.

whatever321

Deleted_User said:

everyone_else said:

Deleted_User said:

everyone_else said:

 How can this be legal?

See post #2.

I feel like you may be misunderstanding the posts. 

I can only go by the information posted.

No one, until now, has mentioned how long they have been in contract for and the Onestream products show the free trial as being part of the product.

Perhaps ask more before you take a view

[Deleted User]

Or perhaps just reply based on the information provided.

whatever321

Ive checked on this.  Our contracts state...

"8 Our rights to make changes to the service, equipment or terms of this contract

8.1 Except where any change is required by law or any regulatory authority. If we change our services or the

terms of this contract to your material detriment, you'll have a right to leave the contract early without paying

having to pay any extra charges. We will let you know if this is the case and what to do before the changes

are made. If you take no action within 30 days of us telling you about the changes you'll be considered to have

accepted those changes."

So they failed to advise teh change before it was made because the email states the change has already been made.

I checked my emails, there has been no prior email received informing me of this, which is effectively a £40 to £48 increase in the annual bill (2 months free, 10 months and onwards at ~£4/ month).

Therefore you need to tell them within 30 days.  You can email them at hello@onestream.co.uk and also complain at executive@onestream.co.uk as per the contract too.

Ive told them I disagree and if they do not remove the service I will leave (at no extra charge).

Dont forget, if you (probably) pay by direct debit, the direct debit guarantee allows you to recover ANY payments and cancel your DD for whatever (or no) reason you wish.  (Sure you may be liable for non-payment). 

TAGWARE

"8 Our rights to make changes to the service, equipment or terms of this contract" -

Unfortunately they are not allowed to provide a service with an Automatic Opt-In clause. It's called "Inertia Selling" and is against the UK Consumer Law.

"Inertia selling is a banned practice under the Consumer Protection from Unfair Trading Regulations 2008. These Regulations also deal with a trader's obligations when they sell from their business premises (including mobile premises) and when they sell at a distance without face-to-face contact with you."  Failing that there is this.

"The Unsolicited Goods and Services Act 1971 makes it an offence for a company to send you goods (includes Services) you have not ordered. The legislation is intended to discourage companies from sending customers unordered goods in the hope that they will be induced by lethargy or ignorance to pay for them."

This is a made up service that has no value. Certainly not £4 worth a month. I

No T&C's can over rule these UK Laws. However it doesn't stop un-scruples companies trying and normally getting away with it.

It is a shame that they have dropped to these standards. Once contract is complete. I will be leaving.

It the poor that will be caught out here. Which, are normally the least people that can afford theses tricks. (

BAD ONESTREAM.

wild666

If a company gives me a free trial of a product I always cancel it within a week, as I did with a phone provider many years ago but according to them you not only had to cancel it on the phone but online as well, I only cancelled the online version but I could still access the software more than a month after cancelling it online it took me two months to get the money back.