Avoid Onestream Broadband!!

AvoidOnestreamBroadband

Can't agree enough with OP.  All the patronising commenters clearly haven't seen how misleading the OneStream sign up process is.  The £10 penalty for cancelling a DD certainly isn't mentioned anywhere in my contract, and the information that the router must be returned would have been completely unknown to me had I not read about it on here - OneStream don't make you aware of it.  The extortionate - really talking hundreds of pounds - fees of you leave while in contract are also disproportionate and against FCA guidance, so I'd class those as no better than criminal behaviour. 

400ixl

So you are admitting that you didn't read what you signed up to.

The T&C's include returning equipment when you cancel https://onestream.co.uk/documents/broadband-and-home-phone-terms-and-conditions.pdf

Returning products after ending the contract. If you end the contract for any reason after the equipment has been dispatched to you or you have received it, you must return it to us within 14 days of telling us you want to cancel. You must post it to Onestream Returns, Onestream, Unit 15, Fulcrum 2, Solent Way, Fareham, PO15 7FN. If you do not return the equipment within 14 days of cancelling you will have to pay the full price of the equipment. 

The policy on missed or cancelled direct debit payments - https://onestream.co.uk/documents/residential-price-guide.pdf

Other Charges
Direct Debit cancellation fee (charged each time a Direct Debit is cancelled) £10.00

All of this is available to you in pretty much the same structure that all ISP's use.

BT, Sky etc all have return of equipment clauses with cost penalties if you don't. They also have charges for missed payments and cancelled direct debits they can apply.

They are less obvious in the way they go about some of their charging, but most of the bottom chasing providers are the same. Chase the lowest price, expect to need to pay close attention to the contract and expect poor service. Hopefully you have learnt the lesson for next time you buy basement services, else you will be back slating another provider.

Alex9384

I just ordered mine today as I don't have many options in our village.

Gigaclear were unable to install the cable, so we just agreed to cancel the installation and contract.

I tried a couple other post code checkers and almost nothing is available here. So I went for Onestream.

I'm pretty sure I unticked the McAfee box during application, yet it still shows among my products.



They only mention 1 month free trial in my confirmation email.

Does it mean after one month it will automatically start some paid plan?

I'm also pretty sure there wasn't anything about Onestream Assured, otherwise I would have unticked it too.

iniltous

There will be dozens of alternatives if your underlying infrastructure is Openreach, so unless you are on an ‘Alt Net’ , it’s nonsense to suggest you had no alternative, as you have contributed here , ( so are aware of the mainly uncomplimentary comments ) hopefully you won’t regret your choice of provider , given you must be aware of the modus operandi of this ISP 

Alex9384

iniltous said:

There will be dozens of alternatives if your underlying infrastructure is Openreach, so unless you are on an ‘Alt Net’ , it’s nonsense to suggest you had no alternative, as you have contributed here , ( so are aware of the mainly uncomplimentary comments ) hopefully you won’t regret your choice of provider , given you must be aware of the modus operandi of this ISP 

I'm not sure. We had Gigaclear digging over here last summer, but when I ordered their internet earlier this year, they came here and said they can't do it because the holes they dug are now blocked with mud and rocks...  They would only sort it out if I contributed them £750 toward the cost, so we eventually agreed to cancel it.

I just checked availability on the Openreach website and it says there is fibre internet available for my address. But when I used comparison websites to find providers, there were only a couple of them for my address. And even then, I checked individually on their own websites and they said it's not available for my address.

iniltous

Gigaclear is something of an irrelevance, Onestream selling you service in effect shows Openreach is available, and although there may be the odd niche provider that aren’t in your area , the main 4 consumer brands will be , BT , Sky , Talk Talk and Vodafone as well as a large number of others  ike Plusnet , Zen , A&A , basically if Onestream are available it’s unbelievable that everyone else isn’t also available.
Post your adddress details her to show the actual OR availability 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

look in the SoGEA section if it shows available then everyone is available, if it shows waiting list then Onestream can’t provide service same as everyone else but potentially shows what other have indicated, they may be a provider to avoid if they will take an order without the means to fulfil it 

Alex9384

iniltous said:

Gigaclear is something of an irrelevance, Onestream selling you service in effect shows Openreach is available, and although there may be the odd niche provider that aren’t in your area , the main 4 consumer brands will be , BT , Sky , Talk Talk and Vodafone as well as a large number of others  ike Plusnet , Zen , A&A , basically if Onestream are available it’s unbelievable that everyone else isn’t also available.
Post your adddress details her to show the actual OR availability 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

look in the SoGEA section if it shows available then everyone is available, if it shows waiting list then Onestream can’t provide service same as everyone else but potentially shows what other have indicated, they may be a provider to avoid if they will take an order without the means to fulfil it 

OK so it may be available but for example Pop Telecom told me they can't provide internet for my address.
The big providers also want to install a land line? And they're not very cheap either.

Which providers would you recommend? I'm not even that much concerned about speed (if it can play a HD youtube video without interruptions, that's enough for me) but rather with connection stability.
I don't want the internet dropping in the middle of financial transactions, etc.

iniltous

If you only want to use a relatively minor ISP ( obviously you have selected Onestream and POP are the other you have mentioned) and for whatever reason want to avoid mainstream providers that’s your choice , you indicated they were not available ( but now concede they are ) , you don’t have FTTP available so any provider you chose , if using Openreach FTTC it will be an indentical order journey for every ISP that ‘instructs’ Openreach to supply services, so it’s irrelevant if Onestream say a new line isn’t required and others say it is , the fact is it’s OR doing the work  , if an old installation exists , potentially from many years previously, that’s what will be used , if it needs attention to get it back into service that’s part of the Openreach deal for the ISP , and that’s the same regardless of if it being BT , Sky , Onestream , POP or anyone else .

The ‘problem’ reported on this forum with your choice of ISP is they appear cheaper because of the things they don’t include that others provide as standard , like a router for example , obviously if you don’t need a router then it’s worth not paying for one via the rental , but if you do , then by the time you add the items most other ISP include , they are not cheaper at all….plus the other complaint is they add these things on regardless of you asking for them ( like virus checkers ) and you need to contact them to have them removed, so potentially you end up paying much more that expected .

Obviously they must ( you would imagine ) have  happy customers as well as unhappy ones that post on here , my point was that your statement that you had little in the way of choice is incorrect, personally I have never used Onestream and have no axe to grind , but there seems to be considering their relatively small size a  disproportionate number of complaints 

As far as who I’d recommend, I use BT , but suspect the service offered by most mainstream providers will be very similar, some well regarded but relatively expensive niche providers will potentially offer better customer service ( but chances are you would never need it regardless of the provider ) the ones I would be wary of are the small ones where the same problems occur and obviously if a ISP only has 5% of a large ISP customer numbers but gets mentioned negatively time and again it’s a bit of a red flag .

Kinotine

I signed up to them and I am hoping it will not be a mistake, they are cheap so therefore you really need to be fairly self reliant. I couldn't get through the online sign up process because their servers couldn't identify my existing provider so I had to resort to phone support, which seemed to go fairly well. I screen shot the online form to show where you must cancel the hidden add ons. You have to drop down the costs at stage 3 and then deselect the McAfee and Support options.