Onestream cautionary tale/advice request!

barbarossa470 · 11 May at 2:04PM

I've been with onestream for almost 2 years and the service is good if you are static, but dreadful if you are moving.

Recently I moved house and had to shift my internet over. Despite not being able to provide the same contract/services at the new address (no fibre), onestream insisted that I either had to accept a more expensive contract or pay £99 exit fee alongside the 2 months left on my contract. After a lot of back and forth with complaints I got the new contract down to a reasonable price for just one year.

They then proceeded to move our services over 3 weeks early, the team member responsible for the change doesn't reply to my emails, and by the time we get through to anyone we're left with no internet at the old place until we moved over.

We finally move in to the new place on April 30th, and the DSL light of my modem doesn't turn on at the wall. Repeatedly contact support from then to now, process takes forever. After trying the test socket still nothing. It takes them all the way to today to come up with the suggestion of an engineer visit. This visit will cost £200 if -

The engineer does not find a fault
The fault is determined to be caused by internal wiring
The master socket or faceplate is replaced
Equipment beyond the master socket is faulty
The cause of the fault is deemed to be due to accidental or intentional damage

Any advice on how to proceed? Now that I'm on a new one year contract and the cooling off period applies from the time of arrangement and not start of services I'm out of the 14 day window. Is it worth risking the engineer visit, and is there anything I can do to fight the awful service I've received and get out the contract?

iniltous · 11 May at 2:37PM

TBH , what option do you have but to arrange an engineer visit and hope the problem is outside of the property and therefore the network providers responsibility , if you do nothing then you are paying for a service you can’t use . looking at the many posts on here about your ISP , frankly I’d have no confidence that if you get an engineer visit that fixes the problem and confirms it was away from your property, that they wouldn’t still charge you anyway.