Onestream (openreach) fibre broadband cancellation and troubleshooting shenanigans

andrew_12345

Hello all, I wondered what my rights are if Onstream can't provide the service they offered?

19 February, signed up for Onestream 40
3 March - first connection attempt: the Openreach engineer realised he had to climb up a pole so rescheduled.
10 March - second connection attempt. another Openreach engineer this time did climb up the telephone pole, connected me, but then after activation tested the speed and found it be poor: 9mbps with disconnection activity.

The Openreach engineer wasn't confident this would be resolved due to the disconnection activity.

I contacted Onestream to cancel but they want £428 exit fee as the cooling off period has expired.

"We will get this sorted for you, Sir. As, the service is not completely activated and I am not able to run the diagnostic. I would request you to reach out to us in 24 hours so that we can assist you better with this concern and help you resolve it."

At what point in not receiving a service does one get to cancel?

Part of my problem is that I never received the order details from Onestream so I can't check the minimum download in my contract.

The Ts and Cs refer to a minimum download speed that I will be told about with my order but I have never received a copy of my order.

"Speed guarantee 4.5.1 4.5.2 When you order our broadband services, we will give you an estimate of the upload and download line speeds that you can expect, which are also set out in your order. They are expressed as an estimate, as we cannot guarantee any particular speed due to external factors affecting the network. However, we do guarantee that your download line speeds will not be below the minimum guaranteed download speed. Line speeds are measured based on a single user using a wired connection to the router."

Ectophile

In reality, you can only cancel when it becomes clear that they cannot provide the service that they offered.  Ideally, you get them to admit it, so you don't have to pay any fees. 

If a phone line is bad, Openreach have various ways to fix it.  Maybe swapping you to another line pair.

Do you have a Onestream online account set up yet?  If so, you may find that all your documents are in your account.

born_again

You are going to let openreach go through the process to see if they can sort the line, but you will have to chase Onstream to sort this.
If OR come back & say it is not possible, then Onstream will have to release you from the contract.

Although it seems odd that fibre has speed issues?

Ectophile

born_again said:

Although it seems odd that fibre has speed issues?

If it's only a 40Mb service, it's probably fibre to the cabinet (VDSL).  The last bit is still the old copper phone line.