Onestream: Arrrgh

ChrisXF

Afternoon all!

I recently signed up to Onestream Fibre (on reflection, this may have been a mistake) and was given an activation date of xyz. Xyz rolls around and my ONT still has a flashing 'pon' light. I raise it with OS, they say there's an engineer working on something outside my property, it'll soon be fixed. Two days pass, nada.

I call and raise again, they say they'll send an engineer to my home. This would be good, I say, because the ONT has no Power Supply so I'm just using my own (it's the correct type, but still).

Engineer comes out, finds a broken cable from the communal entry way in to my ONT. Lights flash, internet works, hurray!!

Then a day later I get a bill for £200 for the privilege. Apparently 'wear and tear' struck my cabling...

So I've only just moved into this flat a week, and I sure didn't wear and tear anything: I've never even used the cable!

This to me sounds bonkers... What's the opinion of the group (who way more experience with this than me)? Onestream have not helped one bit, they insist the charge is totally valid, and also STILL haven't done anything about the PSU issue.

Where do I go from here?

Thanks all!

Chris...

iniltous

Not that it should make any difference but on which network, Openreach or an Alternative Network ? ,
on Openreach , in retro fitted flats/apartments usually there is a ‘CSP’ outside each unit and a cable into it , and a cable out ,  ( the out optical cable that goes into the flat  and plugs in  at the ONT )  , if the problem is the network cable side of the CSP that’s outside the responsibility of the consumer ( a bit like a regular house having a problem away from the house in the street ) , if the problem is on the consumer side optical cable of  the CSP , then depending on what the issue was , and if it were an established customer ( not a new customer ) charges ‘may’ be raised , but probably wouldn’t be…
……. the possible exception ( as an example ) if an established customer was hanging a picture and hit the optical cable with a ‘nail’ that stoped the service working and re cabling was required, that may be charged for …..in this case , given the ISP ( not well regarded in my opinion ) and that £200 isn’t what OR ‘charge’ them , it may well be the ISP taking advantage of you ….obviously if the network provider isn’t Openreach , then they may operate in a different way .

TBH , on a different note , if the PSU was missing, then the ONT wouldn’t be ‘seen’ from the headend equipment and and a ‘better’ ISP would raise a ‘new’ provide ( so an appointment and tech visit to get you running ) rather than a takeover and then a fault report to get a visit , fault report always potentially can be charged for ( depending on the fault ) 

The only other thing , if the previous occupant removed the PSU , they may have also deliberately damaged the optical cable ( some people are idiots and think this type of thing is funny ) 

Exodi

I think this may be more of an issue of living in a flat than the ISP, as I'm sure it wouldn't appear as contentious if the cable was in your hallway.

As the cable was inside the property (albeit in a communal area), it's understandable why they feel a charge is warranted.

It's not your fault that the cable had been damaged in the communal area, but likewise it's not theirs.

Maybe you could challenge the landlord that there was damage to the cabling inside the property, meaning you were forced to incur a bill of £200 repairing it. If running water and electricity is an implied right in a flat, I don't see why internet would not be. I'm not fully convinced on this approach (it's even less likely if the landlord only owns your flat) but it's always good to have other options.