Why I decided not to move to Onestream

jbrassy

Just to add to my above post, I contacted Onestream about the routers they use and they sent me this.

Rachael_K

I was going to sign up for Onestream broadband but during the sign up process something about their website just didn't feel right so I came off it.

Glad I did!

I've had several missed calls since then - I've only had this phone number a couple of months and I haven't had any unknown numbers calling me... until I tried to sign up for Onestream.

Emails... someone called '[Removed by Forum Team]' started emailing me, the name sounds like a !!!!!! name and to be honest with you the email gave me vibes of the type of person you warn your kids about, watch out for strangers offering you sweets and telling you not to tell your parents etc.

[images removed by Forum Team]

Just in case the email screen shots are not clear, the snippets from it below are enough to know just what type of company you may be giving your details to...

 

"I've just created a unique link with some extra discount for you"

"Please don't share this link, if my boss found this online I'd be in big trouble!"

"I don't think I'll get away for doing it any longer"

Quotes like that wouldn't look out of place on a marital affairs website.

A quick Google search shows they were fined £35,000 back in 2019 for 'Telephone Slamming vulnerable and elderly customers'

I have now joined sky but to be honest I would rather buy a data pack for my phone and connect my laptop to it using 'tethering' than join a company who have used my personal email address to send me creepy emails.

Rating for professionalism... 0 out of 10.

GDB2222

I agree.  I got the same computer generated email:

Hi  I noticed you didn’t reach the checkout earlier. I’ve just created a unique link with some extra discount 🤑 for you [removed] Please don’t share this link, if my boss found this online I’d be in big trouble! If there’s anything you need feel free to give me a call on 03003 032 184 and ask for [name removed, although it's hard to believe it's a real person] This is not quirky fun. It's scraping the bottom of the barrel, and some people may be taken in by the false bonhomie.

Craig982

Having been a customer for 2 years and now finally leaving them, I recommend avoiding Onestream at all costs.

They will do anything to squeeze extra money out of you.

When my contract was ending they didn't send any notification 2 years running. They then take extra money from you and blame your email provider (despite receiving various other Onestream emails just fine).

Then they'll offer you a deal to say 'sorry' and I fell for it after one year, but not this time.

We had cancelled their forced subscriptions but they still took the money and it was nightmare to get refunds.

They require the router to be returned once cancelled and charge £125 if you don't. Luckily I kept mine in the box because I use my own and will return their cheap rubbish back recorded delivery.

My friend tried cancelling them so many times she ended up in tears because they would not take her answer and would hang up on her. We've managed to sort that now.

Please please avoid, and yes I found them on MSE and wish I hadn't!

garynuman

Hi all

My 2 cents concerning Onestream.

I signed up for 1 year contract (Onestream Fibre 80) and was unable to remove the McAfee A/V from the basket. This is something they force on you hoping you don't notice it or can't be bothered to cancel it. I emailed them immediately after placing the order requesting it be taken off but my first invoice still included it! Called them and they finally cancelled it. At that time it was common to wait 1hr+ for them to pickup; has been better lately though.

Although a very bumpy start (and I agree with everything that's been said about being 'creepy' and prices rising in accordance with RPI and NOT CPI; also raised with them), the service itself has been fine.

I knew from TrustPilot reviews that I may have issues with support moving forward, should it be needed.

Have just cancelled with 6 weeks til end of contract. I expected to pay the remaining balance but I immediately get an email stating that they want £99 activation fee or if I want to avoid this, cancel the cancellation; which I duly did. I also cancelled my DD and paid the last remaining invoice by credit card. 

This means I have had to postpone my new FTTP install with Sky (who have been brilliant). They have even suggested I continue with the install and they will pay the £99!

Onestream have now called me to ask whether I wish to reinstate the DD as I had cancelled it. I said 'no' and that I have already paid dues to date and still intend to leave in a few weeks. However, they are now expecting me to pay another £10 for paying by credit card and the operator explained that this would always be charged for CC payments. I explained that when I started this contract (and paid the first 4 months by CC due to earlier trust issues) that this was not a surcharge that has ever been made prior. She however insists I will need to pay it. I have checked their website and can find no mention of this (https://onestream.co.uk/pricing-update-2023). I am happy to pay any outstanding amount for charges not considered but they can whistle for the £10 surcharge for using my credit card.

To summarise, their service is fine all the while you stay with them. They DO cancel things added to your bill but only if you phone them; doing this via email doesn't work.

However, I can't get my head around practice such as going through a multi-step sign-up (showing the price you'll pay) but can't, at the basket, remove items you don't want or need. This company would be so much more credible if this was to change. And also the "Hi I'm Lucy and I can save you money-blah blah"  

I also have empathy for public-facing staff having to defend this poor behaviour.

Gaz

JudgeDekker

I was one click away from signing up for Onestream, and also didn't. I got to the point where you had to choose the router, which caught me by surprise. It felt vaguely distasteful to me as well, so I went elsewhere. 

blackwellm

Clearly, MSE does not perform due diligence on any companies they offer deals for. Do the research, learn how to read basic financial accounts and make your own mind up. 

Acespok

Came looking on MSE after looking at Onestream and being absolutely astonished by their early termination fee.  I'm sure there's some rules about them having to be reasonable and reflect their true costs.  Onestream are trying to get sued. Here's the example they give in their price guide

Example
You are a Onestream Fibre 80 customer and you end your contract 4 months before the end of your minimum term. Your monthly termination fee would be £17.00, multiplied by 4 months remaining = £68.00
You didn’t pay an activation fee when joining which means £99.00 is added as well as a charge for your Superstream router of £125.00, making your total early termination fee is £292.00

The Fibre 80 package is £20pm discounted from £37.95.  But to cancel with 4 months left is the equivalent of £73pm. What a con.

iniltous

I’m fairly sure that ETC calculation isn’t in line with what the regulator expects but they may have no authority in the mater ( but if you don’t like the T&C’s , don’t sign up , and if someone didn’t read the etc more fool them )  .
As as comparison, if a BT customer was paying £30 with 4 months left , the ETC  is 4x £30 , £120 minus the vat ( £24 ) so down to £96 , then minus the saving by not having to provide service for 4 months ( £15x4 ) so  £96-£60 =£36 , plus VAT , £36+£7.20 , so the total ETC is £43.20 .

Vat shouldn’t be paid on the months with no service, and a reduction for not receiving services should be also be applied , and certainly no charge for the router ( but you have to return it ) and no paying a deferred installation fee .

As stated , anyone taking that Onestream deal and then cancelling early will need their head examined 

wild666

I nearly signed up to one stream in 2018. The monthly price was the cheapest I could find but something put me off, I think it was the reviews as almost 80% of them gave 1 or two stars. I ended up going with Origin at £25 per month.