Amit
The Broadband Trap I Hope You Avoid
I wanted to let you know about my experience with Onestream Broadband before you decide to sign up with them. I would strongly encourage you to consider other providers, as my experience has been disappointing from both a service and customer service perspective. Here are the main issues I encountered: 1) Consistently slow internet speeds compared with what was advertised and what I expected. 2) Monthly router rental charges. Most broadband providers supply a router free of charge, but Onestream charged a monthly rental fee and expect you to return it as well. 3) Very expensive renewal prices. Once your initial contract ends, the renewal prices increase significantly. Loyalty does not appear to be rewarded. 4) Better deals for new customers. While existing customers are offered expensive renewal rates, new customers receive heavily discounted prices for exactly the same service. 5) Attempted charges after cancellation. Even after I cancelled my contract before it ended, I was still presented with charges beyond my cancellation date. Although they later suggested some charges might be refunded, they could not clearly explain what I was actually being billed for. 6) Poor customer support. When I asked for a detailed explanation of the charges on my account, the support agent repeatedly avoided answering the question and eventually ended the chat without providing the information I requested. 7) Difficulty obtaining evidence. Their online chat system does not allow customers to email themselves a copy of the conversation, making it difficult to keep evidence of what was discussed if there is a dispute later. 8) And even if you cancel 1 day earlier than contract date, be prepared for an early termination fee of £241 ! Overall, I found the whole experience frustrating. Instead of feeling valued as a customer, I felt that the company relied on confusing billing, expensive renewals, and poor communication. I wanted to warn you so that you can make an informed decision. There are many broadband providers that offer competitive prices, free routers, better customer service, and much more transparent billing. I would recommend comparing those options before committing to Onestream.