Early leaving fees switching from Onestream with 2 days remaining

andrew_12345

Data point for the forum readers

I switched from Onestream broadband to a new provider with an activation date of 16 March, 2026.My Onestream contract ends 18 March 2026. I got this email from Onestream which I then contacted their customer services to verify that they would indeed charge me £116 to leave 2 days early (pretty strange since my last payment has already been processed).

I found the customer support quite intransigent.

Something to watch out for.

"Dear Andrew

We're sorry to hear you're leaving, and while we're sad to see you go, we respect your decision. We also want to ensure you have all the information you need to make your decision.

We'd like to remind you that since your contract period hasn't ended yet, you will be subject to a fee of £116.00.

But here's some good news: You have an opportunity to avoid these fees. Click the button below to see your options."

TadleyBaggie

This came up recently. The conclusion was that Openstream give you free installation and router, but if you leave early, these are then charged.

iniltous

As shown in here

https://forums.moneysavingexpert.com/discussion/6657791/switching-broadband-avoid-early-termination-fee-of-239

andrew_12345

https://forums.moneysavingexpert.com/discussion/comment/81909115#Comment_81909115

Onestream offered a paid for router when I signed up - I declined.

Anyway this is not about equipment it's about early exit of contract. I have moved my switch date to the end of contract date.

born_again

What was signup date?

As pretty sure the 14 days starts day after you sign up, not from install date.

iniltous

https://forums.moneysavingexpert.com/discussion/comment/81909327#Comment_81909327

Presumably in your case there no charge for a free router (until they receive it back ) because you didn’t take one , but the £99 ‘free’ installation is in the potential leaving costs they gave you (as well as a month of the remaining term)

if it turns out they only charge the £99 if you leave within the minimum term and leaving after the minimum term has expired they don’t charge you the £99 ,then that’s good but hardly a positive for Onestream, doing something everyone else does , but it’s terrible that they charge this at all , especially if the service was already working previously from another provider and they simply migrated that customer to themselves, in those cases the £99 fee bares no comparison to the actual connection costs .

andrew_12345

https://forums.moneysavingexpert.com/discussion/comment/81909327#Comment_81909327

Apologies my post was not clear. I have amended it.

I switched from Onestream broadband to a new provider with an activation date of 16 March, 2026.My Onestream contract ends 18 March 2026.

andrew_12345

https://forums.moneysavingexpert.com/discussion/comment/81909433#Comment_81909433

My original post was unclear. My onestream contract ends 18 March, 2026. The date of 16 March, 2026 is the date I originally chose as my switch and activation date to the new provider - i.e. 2 days before my Onestream contract ends.

SilveryTay1314

@iniltous

That's exactly what was about to happen to me. This forum has helped.

Onestream will do a mix of hard line and then do this nonsense about good news. Stuff about charging monthly fees for a router was my red line. Their special team wanted to discuss this, but as a deaf person, I don't want pressurised calls.

I'm letting the contract expire, and transferring to someone else.

born_again

So you will have last month of contract to pay, possibly 30 day notice period to pay (seems to be the norm)

iniltous

Are there actually any fees to leave then ?, your original ETC quote from Onestream of £116 presumably was made up of £99 delayed installation fee and £17 for quitting a month early (or part month in your case ) that’s how they arrived at £116 , you then moved the migration date back by a couple of days so that the minimum term is complete, and that caused the £17 to be removed as you will now have served at least the minimum term , but has the £99 also been removed , indicating the £99 installation is only charged for if the minimum term is not completed ?