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..