Onestream Refusing Contract End Date

Mouse1903

Hey all. I signed up to Onestream 2 years ago and stupidly forgot to give them bang on 30 days notice. I decided to switch to Sky who notified them and were willing to pay up to £200 in fees. With 2 weeks left of my contract Onestream emailed me shortly after saying they would charge me over £240 in fees. Madness. They also added an extra month on top of my 2 years at an extra £15.

I called Sky and got them to cancel the order I placed and move it to 12 October 2026, which was the closest date to my new Onestream contract end date of 10 October. I have Onestream the required notice I would not be continuing past 10 October but they told me this had been set for 12 October and refuse to let me change it. They advised Sky activated a "unsolicited cease request" that they can only change. I told them since the contract is with me not Sky that I am telling them I am not paying the extra 2 days as I do not agree.

I called Sky who said this has nothing to do with them. Back to Onestream who again refused to accept my end date. Contacted Sky again who said same again and that Onestream are responsible for the end date.

Since Onestream are effectively breaching contract, where do I stand with this? I know it isn't a lot of money but I am not paying an extra 2 days in principle at the out of contract rates. I have saved all my conversations as evidence of this.

flaneurs_lobster

Extra 2 days at £15/mth - a quid?

I'm all for "matters of principle" but in this case, and knowing of Onestream's form around billing/CS, I'd let this one go.

Woodstok2000

£1 to Onestream seems a better option than the 2 day gap with no internet.

iniltous

There are many posts on here about the type of company Onestream are , but there are some things they can’t do , this is assuming you are on a residential tariff and not a business one , they can’t renew your minimum term without your consent , if you reach the end of a minimum term you rollover onto their 30 day notice terms , and as they are a user of OTS switching from Onestream using OTS ,after the minimum term there is no notice as such , you pay them only for the days they supply .

I suspect what’s happened (which is common for Onestream ) is if you leave early , even if it’s only one day before the minimum term expires, they charge ludicrously high termination charges , they charge for the installation (the free installation they offer at the start of the contract only applies if you see out the minimum term ) and they also charge a fee for the router that they supposedly refund once they acknowledge receipt of it when you send it back , that’s how they probably arrived at £240 , it’s not because they renewed the 24 month minimum term and said you were quitting 24 months early , this assumes Sky used the OTS system correctly, if they didn’t the 30 days notice is applicable if you are outside the minimum term .

Because you changed the Sky takeover to 12 October which is after the minimum term expired on the 10th , is why the majority of the £240 ETC disappears, you don’t need the Sky compensation for quitting early if you didn’t quit , you also need to be careful, if they refund ETC upto £200 , you gave to show the bill showing ETC , not every charge is ETC .

If Sky have used the OTS service correctly and you are effectively out of ‘contract’ there is no notice period , you should pay only to the last day of service from Onestream , however chances are you will pay a full billing month and be refunded the days you paid for after Sky took over , they may charge you for the router and refund that once you send it back (that’s if they supplied the router )

Mouse1903

https://forums.moneysavingexpert.com/discussion/comment/82133135#Comment_82133135

Thanks that's helpful. So maybe try contact them a final time reminding them they do not have authorisation to do this and then make a formal complaint through Ofcom etc. if they refuse?

I am happy to go 2 days without broadband and I was charged £42 not £15 for the additional month. Again it's not a huge amount but they should not be allowed to get away with extending a contract when notice is given so they can fleece customers for even the tiniest amounts imo.

iniltous

TBH , contacting the old company yourself when using the switching service to move to someone else is not a great idea , if we make some assumptions, that Sky have used the OTS and the date you now have to switch is 12th October (in the future so nothing has happened yet ) and your minimum term has expired or will have expired by then .

You should have had an impact statement because of Sky using OTS , you may have had two if you had the first date cancelled and then rescheduled the changeover , this or these statements outline any potential charges , like early termination charges , and possibly something only Onestream do , retrospectively charge for the installation that was supposedly ‘free’ and the non return of the router , even though you can’t return it yet because you are using the service still , obviously these charges are only applicable if you are inside the minimum term , there will be two different rates though the price per day inside the minimum term and the price per day after the minimum term has expired, so if you are supplied by Onestream after the minimum term some days until the actual changeover will be more expensive than the days you were inside the minimum term, this obviously depends on the amount of discount, if (for example) it was £22 a month inside the minimum term, and £44 outside, each day after the minimum term is twice the price , plus you pay in advance in full months and get a refund after the switch so the final bill will be complicated and often take a month or two of bills to settle the final amount , you will be paying for days you didn’t have Onestream supplying you because Sky had took over by then , but you then get them credited on the next bill even though that bill is produced after you have left , that’s why you should leave your DD in place as they will probably be a refund due (this is assuming OTS used and you are outside the minimum term )

What I can’t understand is you use the past tense ‘I was charged £42 not £15 for the additional month’ if the migration date is still in the future and hasn’t happened yet , but the minimum term has expired, then obviously you pay more because the discount for being inside the minimum term will have ended by the switch date it may have already expired .

You say you are happy to go without broadband, the OTS system means you don’t need a break in service (the old system was the same TBH ) and if the minimum term has expired before the switch there are no early termination charges or notice period to serve , you pay Onestream (possibly a higher rate ) only until the switch date , but as stated as this is still in the future so you are still paying Onestream as they are still your supplier , and paying more than before if the minimum term has expired.