Onestream increasing tech support charge

Nic60

I’ve been with Onestream less than a month but would like to return to Plusnet as I can now get full fibre and the Plusnet package offers far more for less cost, and will probably be a better service.
Onestream have sent notice that they’re increasing their tech support charge; is that grounds to avoid early termination fee?
The cooling off period with Onestream expired before they’d actually connected my service so that was a waste of time.
I’ve called Onestream about upgrading but I’m sure they want to charge a premium to subsidise their original discount price and they would be more expensive than virtually every other supplier. Seems very unfair but they know they’ve got me as I just started with them.

MeteredOut

What do your T&Cs say about tech support charges and early termination? Are these part of your package or a separate contract?

I'd suggest a cooling off period for a product should only start once the product is active. Would you still be in the cooling off period if that was the case?

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6653564/onestream-increasing-tech-support-charge

It would be very unlikely that an increase in the tech support charge would allow you to exit the contract early.

Nic60

https://forums.moneysavingexpert.com/discussion/comment/81868077#Comment_81868077

I had a quick look but couldn’t find the tech support charge mentioned, I do need to have a proper look though.
Yes I’d agree, the cooling off period expiring before the service starts just doesn’t seem fair. I would be within (just) the 14 days if it was from the actual start date.

Nic60

Thanks for your reply. I’ll be cancelling the tech support package anyway, it’s useless.

iniltous

What do you mean their tech support charge ? , is this they charge you a fee if you (for example) report something as faulty when it isn’t , so basically Openreach visit to find nothing wrong , or something else ?

If you would only ever get charged this tech support fee is you ask for support ( and tgat support isn’t free , and will cost more in the future) but it’s not part of the core contract cost , then it’s almost certain that they don’t consider this something that entitles you to a penalty free exit .

MattMattMattUK

Onestream have three tiers of tech support add-on, all seem pointless. As an aside Onestream also seem very expensive even as a base package, let alone with all the add-ons they seem to charge for.

Nic60

https://forums.moneysavingexpert.com/discussion/comment/81868124#Comment_81868124

It’s for ‘enhanced customer service’ and includes support features such as: quote

• Priority support for technical issues
• Priority call answer
• Enhanced downtime payment
• Remote support for network issues within the home
• Engineer fee coverage for issues found inside and outside the home
• Access to Teamviewer Support
• Access to Virtual engineer support.

It’s charged separately, much the same as if you want to use a router supplied by them. (I don’t).

Nic60

Yes, MattMattMattUK, it’s free for the first two month, which is why I currently have it. It was £4.95 but the new options from 28/02/26 will be £4.95 (for less cover) £7.95 (equivalent) or £10.95 (enhanced) The basic FTC package was £8 pm cheaper than Plusnet, which is why I switched.

MeteredOut

Based on the additional information provided, I'd be very surprised that a change to the tech support cost gives a get-out to the main service contract.

And I believe the cooling off period legally starts at contract sign date.

Nic60

https://forums.moneysavingexpert.com/discussion/comment/81868241#Comment_81868241

Yes it appears the cooling off runs out before you’ve had a chance to try their product, so totally useless! Live and learn I guess.
Now counting down the remaining 11 months.