Early leaving fees switching from Onestream with 2 days remaining

Meanmachine58

Hi. I am currently with Onestream and in the process of switching providers. My contract comes to end next week, then the following week I will move to my new provider.

I have used one touch switching to let Onestream that I am leaving. As soon as I did, I got a automated email informing me that I would be leaving before contract end, and subject to termination fees of £116. Also the email says, If your transfer date changes during the process, your early termination fee will be updated accordingly. I expect not to be charged any termination fees.

Prior to moving I also received emails from Onestream confirming that at the end of my contract I would be moved onto a 30 day rolling contract. Since I have paid in advance to the end of the month ,when I leave Onestream, I should get a refund.

My understanding of the one touch process is , that the old provider is not allowed to charge you beyond your leaving date, negating the 30 days notice required by Onestream.

I believe if you contact them to give them to give them that 30 days notice, you be seen as entering into contract which you will be obliged to complete.

I intend to keep a careful watch on my direct debit with Onestream. I am not going to cancel my direct debit, as I don't want to give Onestream a reason to charge me.

If I do get problems, I intend only contact via their complaints email address. If after that I will then refer them to the communications adjudicator.

My advice is wait until you are near the end of contract, don't contact them, then using one touch switch move to another provider after you contract date.

I will keep you informed how my switch progresses.

andrew_12345

The advice about equipment is all very confusing because there was no equipment.

From 18 March, 2026 I am out of contract. I originally scheduled my switch for 16 March, 2026 which they said would incur £116 early leaving fees. There was no equipment and my March payment has already been taken.

Customer service has confirmed that provided I switch on or after 18 March, 2026 - there will be no early leaving fees.

iniltous

The question I wanted answered (which you have now done ) wasn’t an equipment charge (another almost identical thread the Onestream customers ETC was more than yours because of an equipment charge but if the supposedly free £99 connection charge is added to the ETC in all circumstances or just if you leave within the minimum term ….you seem to be confirming that the ‘free’ connection charge stays free if you see out the minimum term , but is part of the ETC if you leave within the minimum term , even if only a few days remain of the minimum term , so in cases like yours where initially you were going to leave only a few days before the minimum term expired , that £99 would represent the majority of the ETC, but as you say , by moving the migrate date no ETC is now being raised .

Its something of an indictment of Onestream that it needed to be clarified that they don’t claim this £99 in all circumstances, although it’s still pretty sharp practice to claiming this £99 connection fee in the last few months of a minimum term , AFAIK , no other ISP try this shady money grab .

Meanmachine58

https://forums.moneysavingexpert.com/discussion/comment/81910997#Comment_81910997

Okay. So I have now moved onto my new provider, no further emails from Onestream.

I can still login to My Onestream account and access my bills.

I now Have my March bill which would cover the period for April and it is for about -£15 . I assume I will be refunded this amount at the end of the month when my direct debit is due

I will Keep you informed. But leaving Onestream is going to plan..

FFHillbilly

my onestream account ends on 17th Oct, I've just attempted to renew with Sky and the start date of Skys contract was 28th Oct, I got an email from onestream saying

"We've been notified that you are transferring your service to another provider.

If you proceed with the transfer, you will incur an early termination fee of £114.00 as you're still in contract.

More importantly, we don't want you to leave! If you're in the last 90 days of your contract, you can simply renew online here: renew my broadband."

surely this is a mistake? the go live date is the 28th and thats after the onestream contract ends?

anyway the sky website just flashed up and error screen so I have to wait and call them at 8AM

littleboo

Onestream have form for this type of thing, you need to understand from how they arrive at that figure. It may include a cost for the router which they should credit if you return it. But there are numerous threads about this provider and exit fees

FFHillbilly

it's not a mistake, seems like a trick to extort another months fees out fo you as no new contracts start immediately, so I'd have to pay the out of contract ripoff rate for another month

"The £114 fee you mentioned is your Early Termination Fee (ETF), which is charged if you end your current contract early before the minimum term finishes. Since your contract ends on the 16th and you are trying to switch today, this fee applies because you are switching before your contract end date.

If you set up the switch today, even though the earliest go-live date with the new provider would be the 28th of October, the Early Termination Fee of £114 would still apply because you are exiting your current contract early."

littleboo

Yes, it does seem as if that, uniquely, they expect you to complete the minimum term, then submit a request to switch after that date. I would check the T&C's.

iniltous

Even a company like Onestream can’t get away with this , there is no reason why you can’t arrange the switch in the final month of the minimum term , with the actual migration taking place after the minimum term has expired, they can’t use the notification date as the termination date , it’s the date the service actually migrates to the new provider that counts , this is how OTS (one touch switching ) is supposed to work , Onestream effectively get two notifications from Sky , the initial ‘the customer wants to leave you , and ‘work out your ETC based on this migration date , this is the date we have arranged with the network supplier to switch this customer to us’ , it’s clear they should use the second date for working out the early termination charges , if there are any , and in your case there aren’t any if the switch is after the minimum term has expired.

What you need to check and confirm the date Sky gave Onestream (they may have messed up the migration telling you the 28th but a different date to Onestream) , or it could be Onestream deliberately misleading you by calculating the early termination charges as if you were leaving on the day Sky sent the notification that you were going to leave , and this figure will not be accurate once the actual switch takes place after the minimum term has expired, Onestream are infamous for doing this kind of dodgy dealing .

They can’t charge you ETC if you complete the minimum term , I’d call them back and insist they work out the charges based on the correct date (assuming Sky didn’t mess up ) of the 28th , nearly two weeks after the minimum term had expired.

As stated , you need to be aware of the other dubious stuff they do , like charge you for the router and say they will refund the figure later once it’s returned, and expect to pay much more for the 12 days between 16th and 28th October ,that 12 days outside the minimum term , you will owe them for this period , but at the out of contract price , and obviously that’s assuming Sky do take over your supply on the 28th .

FFHillbilly

well Sky don't cover my area apparently, seems wierd that I entered my postcode in the MSE broadband tool and Sky was the cheapest deal shown, I then clicked through and entered all of my details (including postcode) and it gets to the payment stage and then says "we can't continue you need to call this number"
I called them, eventually someone said they don't have network capacity in my area.

the next cheapest deal was NOW broadband, shich is sky, i did try and the exact same thing happened

the next cheapest deal was Plusnet who were charging more than Onestreams renewal, so I just went with Onestream. If I'm still with them in 23 months I'll attempt to get some terms in writing about cancelleation , but hopefully I'll have been bought ouit of contract by Fibrus by then