Please avoid this internet provider at all costs. Yes, they trick you into contracts with cheap monthly rates, but we have been with them since 2022, and since then
- they repeatedly charged us for services that we did not agree to; with monthly charges increasing regularly without our consent and cancelling these extra charges was extremely lengthy and complicated
- their service (via phone or chat) is not reliable, helpful, or solution-oriented. The chats closed regularly before a solution was reached and then you end up with the AI-chatbot again starting a new chat and talking to a different customer service employees. New employees don't honour solutions/agreements that were made in previous conversations
- to end it all: leaving the contract is impossible. Our internet has not been working for the last two months, Onestream was not helpful in resolving the issue as they were dangling £200 of "potential" engineer charges for an engineer visit over our heads that we were not ready to accept as we are moving abroad and wanted to end our contract anyway. We then agreed with a customer service employee that we will keep paying the monthly charges until the end of our contract (EVEN THOUGH THE WIFI IS NOT WORKING) to end our contract with them, but have since then been informed to be liable for a £275 early cancellation fee as the new tenants of our property started to get their own Wifi sorted. All extra charges are way beyond the original 12month contract costs and all attempts to resolve this with customer services have been unhelpful.
We would absolutely not recommend their products or services. The trustpilot website is misleading, please do check reddit and other sources that we are not the only people with these issues
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