Onestream 14 May 2022 at 10:46AM in Broadband & internet access 12 replies 1.2K views

smashem196

Just giving anyone who is thinking of using Onestream(fibre55)as their internet provider. 

I decided to do this & was given a live date on 27/04/2022 when this date came I emailed the company & asked for an update. I was told there was a problem with the line & Openreach had only just told them at 17:40 the night before & my new live date would be the 09/05/2022. This date arrived & my line went dead, but I had no router to connect to it as Onestream had failed to send it out. They advise that all routers will be sent out five days before the go live date, which meant I should have got mine before the first live date 27/04/2022. I had also paid £9.95 for this router on 11/04/2022. 

I tried contacting Onestream by email(ignored)webcha(wouldn’t connect)t & phone call(hung up after 110 mins waiting). In the end I have had to move to another provider, as I am currently without internet access & will be until the new provider can connect me. I have no idea what has gone wrong here as there is no customer service to tell me. It’s like they have all left the building, so potential customers beware. 

Neil_Jones

Depending on previous provider you may have been able to use the existing router.

smashem196

Unfortunately I was changing from adsl to vdsl(fibre) so only a vdsl router will work which I don’t have🙁 

wombee

Consider it a lucky escape. I have just finished my 18mth contract and have arranged a switch through MSE. They keep texting every day saying I may incurr charges if I dont return the router, early termination etc. Albeit my contract started 23Nov 2020. They keep asking me to ring them. When I do ring I get told there is over 10 min wait and as you know, Online chat doesnt connect. Sent secure message telling them to ring me instead of continually texting. They replied with what I consider another bullying text today. The router they supplied is available on amazon £45 and not very fast on Wifi. The only plus point was they gave me the settings to connect my own router.

flaneurs_lobster

Why don't you just return their router (or have I missed something)?

wombee

I think you have. I will return it if they really want it. But from experience most providers are not interested in old routers when you are out of contract. The point was, the endless onslaught of texts with reasons why I COULD incur extra charges if I left them. Even stating POSSIBLY extra charges if I stopped the direct debit too soon. I see that as bullying tactics.

flaneurs_lobster

Ah, I see. You are suggesting that their retention tactics veer towards the robust side of subtle.  

Neil_Jones

wombee said:

I think you have. I will return it if they really want it. But from experience most providers are not interested in old routers when you are out of contract. The point was, the endless onslaught of texts with reasons why I COULD incur extra charges if I left them. Even stating POSSIBLY extra charges if I stopped the direct debit too soon. I see that as bullying tactics.

If your T&Cs said when you joined Onestream that you must return the router when you move away then you probably should return it.

hilr

[Deleted User], you sure did!
See my post https://forums.moneysavingexpert.com/discussion/6360292/onestream-my-bad-experiences

wombee

Hi all,
The secure message worked.
Finally had a call from them.
Went through reasons for leaving. Couldnt match my new provider on price. Said they would take on board the complaints. They will continue my service up to switchover on 1st June with no extra costs.
Oh! and they don't want the router returned. 

Happy Days 🙂


At the moment 🤔

smashem196

I finally got through on the phone to Onestream on the 18th May after constant messages to get in touch. I had also been informed my router was to arrive the same day. This was 10days after my line went dead. They apologised for what had happened(no explanation why)& offered me a free upgrade to their super router(which I don’t need)& 2 months credit on my account. I declined their offer saying I’d lost faith in the company & had instructed another company to take the line over. I was then told I may incur charges if I left. My reply to this was……how can I incur charges when I have never had a service from you…….They agreed that charges were probably unlikely. I requested compensation of £5 per day(the going rate)for them leaving me off line for 10 days. I haven’t heard anything from them since, apart from a couple of computer generated texts, asking me to get in touch ASAP.  I am still offline now & wont be connected to my new supplier until 1st June. This has made life difficult but I’m managing with phone data allowance. I am aware I could have connected the Onestream router & still cancelled, but I thought it prudent not to, as I’ve had enough of this company without any service never mind with!!!