Unknown new broadband provider

kevin92 · 19 March at 5:26PM

Hello,

I found myself in an difficult situation. At the moment my internet provider is Onestream under a 24-month contract until 18/03/2026.

Last Saturday 15/03 I got an email from Onestream saying I was leaving (no date when) and the link in the email was not working. I thought it was an error.
Anyway I called them on Monday 17/03 (less than 2 days later) and costumer service told me Onestream received notice from another provider to swich broadband for 18/03 Tuesday and therefore it was already too late to stop it.
Moreover, because I am exactly at the middle of my contract, I would need to pay £240 early termination fee and my service was finished on 18/03 Tuesday.

I live alone and I have not contacted any provider or received any information to switch broadband so as you can imagine I was quite confused. I called to all other providers asking if they had an account under my address or name and all of them said no. Despite this, Onestream insists they received the notice and they cannot tell me who is the new provider.

At the moment I do not have internet and I'm waiting for their complains team to come back at me. I think it's a mistake by Onestream or someone else. In any case, I have cancelled my direct debit.
The only proof I could get for the dispute resolution is trying to get an statement of the rest of providers saying I do not have an account with them but I'm not sure that would be feasible.

Has anybody experienced a similar situation? Could be this a mistake or a deliberate action eg scam?

Thank you