Copper Switch-off: Can Onestream cut my internet off if I don't sign up to a new contract with them?

bluewarrior93

I have been with Onestream for about 4 years with no issue (and I know they don't have the best reputation).

Over the last few weeks, they have harassed me on the phone (as in 3 or 4 calls one after the other if I don't answer, at several points throughout the day). On the two times I have answered, they have basically said that because BT are switching off the copper network in my area, I need to be upgraded to the new technology. Fine. However, in order to do this, I have to sign up to another 12 or 24 month contract with them. If I don't, my internet will be switched off. Hm, not so fine. 

I am still within my current contract until July 2025. 

I am almost certainly moving in with my other half in the next year, so I don't want to sign up to a contract with frankly anyone right now and I have explained that to them. 

They cannot tell me when my internet will be cut off, and are incredibly pushy and persistent. They won't offer a shorter contract. Nothing has been put in writing, and they get very funny when I ask them to email or write to me. When I asked about just terminating my current contract, they said it would cost £300 +...

I'm not particularly tech savvy but I do know that there is a Copper Switch Off happening in the next year ish. However, surely Onestream are contractually obligated to honour the existing contract until it expires? Is it not for them to switch me over to this new tech in the background? I just can't see how they can basically threaten to turn my internet off if I don't sign a new contract with them. 

It feels like a scam, but I know internet providers (and particularly Onestream) are known for their pushy and underhanded behaviour so maybe it is legit. 

Any advice on whether this is how it works, and what my options are, would be much appreciated.

Thank you! 

iniltous

First off , they are plainly lying their ar*ses off , there is no ‘copper switch off ‘ , there is the PSTN switch off , but that’s not the same thing at all .

Although it’s true that Openreach are rolling out FTTP and they do incentivise ISPs  to try and get their customers off copper and onto FTTP ( once it’s available ) but there is no compulsion to do this , it’s voluntary, obviously in some cases , like someone at the end of a minimum term , trying to negotiate a discounted price deal , the ISP may offer better terms to switch onto FTTP  compared to staying on copper , but the option to stay on copper remains , it would be outside a minimum term and likely paying more for the out of contract price .

There may come a time ( years way ) when Openreach won’t run two networks, and do look to close the entire copper network and get everyone onto FTTP , and that may come with  an ultimatum, take FTTP or be switched off , in that case , as it won’t be your choice, there will be no new minimum term , your existing minimum term date would remain for those reluctantly pushed onto FTTP without any real choice ,  or of course, leave entirely , penalty free .

 In a nutshell , you already know your ISP has a poor reputation ,this seems to be an example of them demonstrating why they have a poor reputation , the way they are bull*hitting you .

bluewarrior93

Thank you for your reply Iniltous. I didn't know there was a difference between PSTN and copper switch-off. Onestream do have a page about this on their website but it only talks about phone lines, which is just adding to the confusion. 

So would you agree that I should just keep saying no and then switch to someone else at the end of my current contract? 

littleboo

I would tell them that that you are happy with the contracted service and wish to continue. If they wish to terminate the contact, then they need to be clear with you under which part of Section 13 of their own terms and conditions they are cancelling, reminding them they must do so in writing.
They are clearly trying to push you into a new contract with them for no valid reason

bluewarrior93

littleboo, thank you for your reply. Makes sense. So bad! Definitely not staying with them once this is all sorted!

bgy3jlh

OK, but Now TV are just as bad:

I rang them because the Internet had been down for half an hour. Two hours later, after me telling them I wasn't happy and ending the call, and them subsequently ringing me back (harassment?) they had me signed up to a 24-month contract with Sky FTTP. And my existing connection wasn't fixed.