Onestream broadband

phil_54

 Onestream have just charged me to "renew " for Kaparsky which i havnt signed up for . i have given up trying to ring after 40 mins so trying to send a message .

 Their message board requires account number , but wont take my 5 digit account number .Ive tried padding it out with zero's .Any one used this system ? or is it a deterrant ?

 Now thinking I will cease the service altogther as the customer service doesnt exist . Anyone had experience of ceasing Onestream

bagand96

Have you tried the username you use to log into the billing section? 8 numbers prefixed with OS?

They bundle antivirus and onestream plus with new signups and you have to opt out, are you a new account or have you just renewed or something?

I had to call their customer service the other day and got through in two minutes or so and got a friendly helpful agent (I went through the questions to "thinking of leaving onestream"). They used to have live chat but that's disappeared from the website. 

Actually found the service fine over the last year but they're not particularly competitive for renewal offers. 

bettz

bagand96 said:

Have you tried the username you use to log into the billing section? 8 numbers prefixed with OS?

They bundle antivirus and onestream plus with new signups and you have to opt out, are you a new account or have you just renewed or something?

I had to call their customer service the other day and got through in two minutes or so and got a friendly helpful agent (I went through the questions to "thinking of leaving onestream"). They used to have live chat but that's disappeared from the website. 

Actually found the service fine over the last year but they're not particularly competitive for renewal offers. 

Thinking about joining onestream,but stumped on choosing the router am I right do they charge extre every month for the router? Or is it just a one off charge? 

bagand96

bettz said:

bagand96 said:

Have you tried the username you use to log into the billing section? 8 numbers prefixed with OS?

They bundle antivirus and onestream plus with new signups and you have to opt out, are you a new account or have you just renewed or something?

I had to call their customer service the other day and got through in two minutes or so and got a friendly helpful agent (I went through the questions to "thinking of leaving onestream"). They used to have live chat but that's disappeared from the website. 

Actually found the service fine over the last year but they're not particularly competitive for renewal offers. 

Thinking about joining onestream,but stumped on choosing the router am I right do they charge extre every month for the router? Or is it just a one off charge? 

From memory there was a choice of router, a bog standard for free and then the option of a better all singing all dancing one which you payed for. I chose the free one and it's been fine, TP LINK model.  But it may have changed since I joined.

Been with them a year and had no issues with the service at all, and it's cheap as chips.  Remember to ring up in month one to cancel the antivirus and onestream plus which they bundle and charge from month 2.

phil_54

I did eventually get through to speak to "customer care" name of chris who said he would reimburse the Kapaskey payment ,that was on 22nd and no refund yet so I guess that was a lie.

 He did say the account number isnt the actually the number on the bill next to account ??  its an 8 digit number that I cant see in the web portal.

 The actual service has been fine just a shame about the add ons and customer contacy.

 I will cease when the contract finishes and thinking of going with a 5g router now its available at the location

tripled

When they introduced Onestream Assured, they didn't just bundle it with new signups, they also added the trial to existing customers packages without consent, which was almost certainly a breach of consumer law. They did at least send out an email notification and I cancelled it before being charged.

When I signed up, they offered a free static IP address. At some point they started charging for it, but the charge was buried several pages into a pricing document on their website. When I found the charge on my bill they refused to refund it, I raised a formal complaint which they never bothered responding to.

They took me off the promotional price several months early, after an increasingly stroppy call to them they eventually accepted I hadn't been charged correctly and credited the account, they didn't refund.

After ridding myself of Onestream at the end of the contract, they took another payment shortly after the transfer, meaning they owed me for about 6 weeks at full whack. Their terms said they would refund credit automatically after 30 days, so I put it in the diary to check, and it never materialised. Following a phone call they couldn't say why it hadn't come through but would raise it, a further 30 days later the refund finally turned up.

They are cheap for a reason, they make their money through being predatory. To be fair there wasn't a problem with the broadband itself, but you need to watch your back and be prepared to have the time and energy to fight their customer service.