Onestream Broadband Buyers Guide

Onestream are a newer provider, aiming to provide cheaper standard and fibre broadband with call packages.

  • Standard and Fibre packages available
  • Totally unlimited downloads
  • Range of call packages available
  • Very competitive pricing on all deals

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Onestream Jetstream Fibre Unlimited Broadband
£19.95 per month
18 month contract

No upfront cost

  • Truly unlimited usage
  • Powerful Stream 3 home hub router included free
  • 17Mb average download speed
  • 1Mb average upload speed
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract

Buy now

Onestream Jetstream Fibre Max Unlimited Broadband
£21.95 per month
18 month contract

No upfront cost

  • 45Mb average download speed
  • 8Mb average upload speed!
  • Truly unlimited usage
  • Powerful Stream 3 home hub router included free
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract

Buy now

Onestream Xstream Superfibre Unlimited Broadband
£22.50 per month
18 month contract

No upfront cost

  • 67Mb average download speed
  • 17Mb average upload speed!
  • Truly unlimited usage
  • Powerful Stream 3 home hub router included free
  • Only pay for the calls you use
  • No activation fee
  • 18 month contract

Buy now

Details last checked on 2021-11-16

Reasons to choose Onestream

  • Very competitive prices - Onestream are one of the cheapest broadband providers around right now
  • Three fibre-to-the-cabinet options - you get three choices for FTTC broadband, including a slow plan that could be suitable for users with modest needs
  • Fully unlimited service - you can use the internet as much as you like with the unlimited deals
  • UK-based tech support - free customer support is available by phone or online
  • Range of call packages available - you can add your choice of five phone plans if you still make a lot of landline calls

Possible downsides

  • 18 month contracts - all the deals last for 18 months, with no shorter options available
  • No frills service - other than broadband and calls there are no extras to be had
  • Relatively new and unknown name - Onestream have only been around for a couple of years, so are still a relative newcomer to the market

Features at a glance

  • Average download speeds of 17Mb, 45Mb and 67Mb on their fibre plans

  • 18 month contracts as standard

  • Download allowances are truly unlimited

  • £9.99 delivery cost for the router

  • UK-based tech support over the phone or online, including a callback option for added convenience

  • Line rental included on all deals, with cheap call plans available as an optional extra

2.1 stars
  satisfaction rating based on 155 customer ratings since 2020-11-29. See more Onestream customer ratings and reviews.

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Onestream.

Customer Ratings Summary

  • Satisfaction
    2.1 stars
  • Customer Service
    2.2 stars
  • Speed
    2.4 stars
  • Reliability
    2.3 stars

Based on 155 customer ratings since 2020-11-29

Show all time ratings

Add your own review of Onestream

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Bad customer service very lazy at putting Internet back on been 2 days and bill was paid but still no Internet I'm looking for diffrent provider Internet speed is slow generally not worth the money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sutton-in-Ashfield Onestream  
Started off well, but the service over the last 6 months has deteriorated significantly. We signed up to a 67mbps service with guaranteed minimum speed of 49mbps. We're actually receiving between 1 and 6mbps.

Customer services are non responsive, as is the complaints line to their 'executive'. Currently trying to get Ofcom involved to exit the contract early.

Avoid Onestream like the plague - appalling service, slow speeds, inadequate router. No redeeming features.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Sussex Onestream  
I am in general satisfied with the internet speed etc. However, I do not understand their management policy in term of refunds. In the first month, I mistakenly paid the invoice twice. I requested them to refund one of the payment since they owe some money from me. However, they refused to refund. I found that some UK companies have this kind of malicious practice, and it seems that Onestream is one of such company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
County Durham Onestream  
Don’t usually write reviews but Onestream totally take the piss!!! My package was £19.99 + 7.99 for router for 18m 64mgb. So first month they too £50 and every other month it’s ranged from £22-£23. Speed is absolutely shocking 16mgb. Tried to ring to change my address got told someone will ring you back no one ever does. Customer Service is absolutely shocking in fact thinking of taking it further!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Sheffield Onestream  
Disconnection issue all the times just switched to another broadband and been asked to sent back router within 2 weeks or pay fine of £54
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    1 star
Manchester Onestream  
New customer and they refuse to help. I barely have internet in any room apart from the one its connected in (and it's a tiny house!) and one room with no connection at all. No help whatsoever was just told I can buy a new router which I will be charged a ridiculous amount for. Haven't even had this internet a month yet. Regret going with them. AVOID!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Onestream  
We switched to Onestream as they offered a really good broadband price, faster than BT so we switched but from day 1 we haven't received the full service, constant cut outs for long periods, speed issues, WiFi strength is awful, had to upgrade to a better modem for an extra £10 a month but still it cut out every day multiple times, when called they honestly didn't care we had issues, this week on 5/10/21 our Internet was dead, wouldn't work at all, I called them and apparently it was working, they just thought I rang up for the fun of it, they said they'd give me a call back within 48 hours but it's now Saturday when I can't constact them now till Monday, I've tried on many occasions to get out of the contract but I've been given the constant run around and they will not let us leave without paying the rest of our contract, even though we haven't used Internet in 4 days so far, we've had to take up a new package & line with BT just to get better Internet. PLEASE AVOID Onestream, worst customer service I have ever seen.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Blofield Onestream  
At least once a month the internet disconnects for at least 48 hours, one stream claim they don't know when this will happen, but suddenly it'll stop working due to works in the area.
On the install I was told by the installer that he'd be back after he got a part, he never came back, one week after that someone else came to install the internet, but no one emailed me or rang me, I had to chase,
I was also recently without internet for a week
3 times I have spoken to customer service and 3 times I was promised my account would be credited and I would not pay the full amount, especially after I was without internet for a week, which is important when you now work remotely.
3 times now I have paid the full amount even after being reassured I wouldn't.
I don't particularly enjoy spending hours wasted on hold to an internet company, but I've probably rang to complain more in the last 3 months then I have in 3 years at my last property (was with BT). I changed because the price seemed very good, but all I can say is I guess you get what you pay for, Unreliable service and a customer service incapable of actually actioning anything.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Onestream  
Never add a bill off them and cut me off waste off space off a company not helpful at all never go with these again
Bradford Onestream  
Hopefully you're reading this before committing to onestream, if so please do yourself a favour and spend a few quid more per month and go with an ISP who is more credible and reliable. Customer service is terrible, as is technical support, that's if you're lucky enough to have them respond, the wireless router is just awful, and drops significantly when in another room, inconsistent speeds from terrible to worse, what can I say don't sign up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromsgrove Onestream  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

Man with laptop on the phone

Broadband providers still need to improve support for vulnerable customers

Posted by Andy Betts on in FeaturesEEBTPlusnetOnestreamSSEHyperopticTalkTalkVodafoneVirgin MediaNOW BroadbandSkyJohn LewisShell EnergyCommunity FibreKCOMZen

We've all got horror stories about bad customer service. But it's people with health, financial or emotional problems that are still having the most inconsistent experiences when they contact their broadband provider's customer service team.

That's the big finding from research by Ofcom, which looked at the progress the industry has made since the watchdog last year published its guidelines for treating vulnerable customers fairly.

They found that while some users received extra support due to their circumstances, and others reported positive experiences despite the provider not knowing about their vulnerability, the overall service was still patchy.

It suggested that people's experiences were heavily dependent on the member of staff they spoke to, with no guarantee they would get to deal with the same person twice.

It suggests there's still plenty of room for improvement in the training of customer support teams.

What makes a customer vulnerable?

Vulnerabilities come in many forms. They include physical and mental health problems, debt or unemployment, bereavement, or even becoming a victim of crime.

Unsurprisingly, the number of vulnerable customers has increased during the pandemic and its subsequent economic fallout.

While Ofcom rules require all providers to have policies in place for helping vulnerable customers, it isn't always easy for them to automatically tell if someone needs extra support. If you regard yourself as being in a vulnerable group, or if your circumstances have recently changed (you might have lost your job, for example), you should contact your broadband supplier and let them know.

They'll add that information to your account, and it should inform any relevant future interactions you have with them.

What kind of support can you get?

With the definition of vulnerable being quite broad and varied, the types of support you can get are also broad and varied.

  • You should have access to a range of communications channels to speak to customer support. This could include text relay services or support in different languages.
  • You should be given the time to get help, support and advice on managing debts without the threat of enforcement action.
  • Providers could consider giving you a payment holiday to help you manage cashflow issues.
  • Providers should give you information and advice on tariffs to ensure you don't end up paying more than you should. Vulnerable people are the most likely to remain on expensive out-of-contract deals.
  • Broadband providers should regard disconnection as a last resort.

Broadband providers' vulnerability policies

Ofcom's guidance expects a number of things from broadband suppliers. They should train their staff to be able to recognise the characteristics, behaviours and verbal cues of someone who might be vulnerable, so they can be proactive in offering support. They should identify vulnerable customers and record their needs. And they should make all of their customers aware of the kinds of support and services that they offer.

Many providers publish vulnerability policies. Some have specific support teams in place for vulnerable customers, and some make it easy for you to register your vulnerable status with them. This information will be treated in confidence, and is subject to all the usual data protection legislation.

Here are the relevant pages for many of the leading providers:

Some of the things you can expect include ways to improve access to support via text relay and NGT services or braille guides; simple instructions on using accessibility services like subtitles on TV; and specific policies and help for dealing with financial issues. Naturally, what's promised and what's delivered are not always the same thing, so check our user reviews to see our customers' experiences of their providers' tech support.

If you want to read the full Ofcom report, click here. Or if you want to compare the best broadband deals in your area today, use our postcode search tool to get started.

Comments

Man relaxing with a laptop

How to find the best broadband for light use

Posted by Andy Betts on in FeaturesVodafoneHyperopticJohn LewisTalkTalkPlusnetEECommunity FibreNOW BroadbandOnestreamThree

You know how it goes. Whenever you start shopping for a new broadband deal, you find yourself being steered towards the faster, flashier and more expensive services.

The thing is, not everyone needs an upgrade. Some of us are happy with what we've already got, and some don't even need that.

If you don't have a house full of kids who are all online 24/7, or if you live on your own, or are part of the generation that's less computer-reliant, then you may be able to get away with a much more basic broadband service. It could even save you some money in the process.

Let's take a look at your options.

How light is light use?

First of all, you need to work out how much you actually use the internet, to make sure your usage is as low as you think it is.

If your usage is mostly things like web browsing, shopping and bill paying then that's definitely light use. TV streaming counts as well, so long as there's only one person in your house doing it at any given time, and that you don't want to watch in the highest quality on your massive 4K TV.

But there are lots of other things as well that you don't tend to think about: Windows updates on your laptop that happen in the background, downloading movies and TV shows to your Sky Q box, playing games, and sharing large files for work. And all those other little devices you've got connected to your Wi-Fi. Some of them won't be downloading much, but it all adds up.

Chances are that you do use more bandwidth than you realise, so do make sure that you buy a broadband service that's right for your needs.

Broadband for light use

The slowest broadband you can get is standard broadband. This is the old pre-fibre service that runs entirely on the copper phone network. It offers average speeds of around 11Mb, which is enough for general web use or for one person to watch Netflix in HD.

Standard broadband is old tech and is set to be phased out in a few years, but you can still get it right now. It doesn't offer huge savings - standard broadband will typically save you a couple of pounds a month, but over the course of a year they do amount to the cheapest deals you can get.

Take a look at NOW Broadband, Plusnet and John Lewis for the cheapest standard broadband packages, with prices under £20 a month.

If you don't want to go quite that slow, the most basic fibre deal you can get is from Onestream. Their 17Mb service is the cheapest widely available fibre broadband package.

Most suppliers' entry-level fibre offers more than double that speed, at around 36Mb. Almost every broadband company has a deal at this level, so there's bags of competition on price and service. TalkTalk, Vodafone and EE all have deals around the same price point for the same speed services.

36Mb is ideal for light use - it's affordable but not too restrictive. It can handle many people online at the same, with even two or three streaming movies simultaneously, so has plenty of headroom for when you have guests round.

You could also consider some specialist providers. Hyperoptic and Community Fibre have great value full fibre packages - at 30Mb and 50Mb respectively - but they're both available in only very limited areas. Or you could go for a mobile broadband deal, running on the 4G network (or 5G in some areas), such as the 18Mb plan from Three.

You don't always have to buy the best or fastest broadband deal around. Pick what you need, and if you only need something basic then you've got plenty of choices.

Ready to start shopping for a new broadband deal? Just enter your postcode into our postcode checker and you'll be able to see exactly what offers are available in your street right now.

Comments

Onestream Broadband Buyers Guide - Is Onestream right for you?

Can I get Onestream broadband?

Onestream offer fibre-to-the-cabinet broadband on the BT-owned Openreach network. It's available to around 97% of the UK.

Onestream are a relatively new provider, having launched in 2018, but are owned by the well established business broadband supplier Onecom. As their service uses Openreach it has similar coverage and performance to most providers in the UK. The service is fibre-to-the-cabinet, which means that the fibre cables run to your nearest street cabinet, and the connection to your home is over the old copper wire network. The speeds you get as a result can vary depending on how far your house is from the street cabinet.

Onestream pitch themselves as a low-cost broadband supplier, with prices that undercut many of their rivals. Use our postcode checker to see if Onestream is available where you are.

What packages are available?

Onestream have three fibre broadband deals available. They're all FTTC, with no full fibre options. There's also one standard broadband package.

The fibre packages are:

  • Jetstream Fibre Unlimited Broadband - an entry-level service with 17Mb average download speed and 1.5Mb average upload speed
  • Jetstream Fibre Max Unlimited Broadband - a mid-range deal with 45Mb average download speed and 8Mb average upload speed
  • Xstream Superfibre Unlimited Broadband - the high-end package offers 67Mb average download speed and 17Mb average upload speed

If you can't get fibre, or are in an area where the fibre performance is very poor, they also offer a single standard broadband deal:

  • Onestream Flow Unlimited Broadband - an average 11Mb download and 1Mb upload speed

All the deals are fully unlimited and come on 18 month contracts. You need a BT line installed where you live to get it, and line rental is included in the price. Onestream promise no sneaky in-contract price hikes, though it can still rise annually in line with the RPI rate.

If you're browsing the Onestream website, be aware that they tend to give greatest emphasis to the maximum download speeds for each of their plans, not the average. You're likely to get lower than this in practice. However, they do offer a 30-day satisfaction guarantee, so you have time to test the service properly to be sure you're happy with what you're getting.

If you still need a landline you can add your choice of call plans to your deal:

  • Onestream Uptime - free calls to UK landlines anytime
  • Onestream Downtime - free calls to UK landlines weekday evenings and all weekend
  • Onestream World - calls to 18 countries at 2.5p per minute
  • Onestream Move - calls to mobiles for 2.5p per minute
  • Onestream Life - all of the above in a single deal

Which package should I choose?

Onestream are a little unusual in that they have three fibre speeds available, although the price difference between them is very low.

The ISP's unique package is Jetstream Fibre Unlimited, the entry-level deal with an average download speed of 17Mb. No other provider offers fibre broadband with such a low speed. It's the equivalent of an old standard ADSL broadband connection - albeit a tad faster than their Onestream Flow Unlimited deal - and could be fine for small households with modest uses. It can handle some Netflix streaming in HD but not 4K. If your online activities are mostly browsing, shopping, Facebook and the like, then it may be okay.

Onestream's mid-range deal is a little faster than the equivalent from other providers. It averages 45Mb, when other are typically around 35 to 38Mb. The top-end deal is the same as you get elsewhere.

We normally recommend choosing the deal that offers the right balance between price and speed. However, in the case of Onestream, there's only a £2 a month difference between their slowest and fastest fibre packages. So unless you're on the tightest of budgets you may as well just go for the fastest deal, especially as that already looks decent value compared to other providers offering similar speeds.

You'll be committed to Onestream for 18 months, although if you do choose a slower speed you can upgrade your service at any time for free.

Points to consider before you choose

  • Do you use streaming services, or have a large family that are always online?
  • Do you need a landline with cheap phone calls?
  • Are you happy (and able) to commit to the service for 18 months?
  • Do you want extras like TV, perhaps as part of a bundle?

Compare all Onestream broadband packages

What do I get when I sign up?

It's always worth seeing what else you get when you join a broadband supplier, so you can budget for any extras you might need.

  • Stream 3 Home Hub - What Onestream describe as a "super dooper router" is supplied with each package, and you have to pay for delivery.
  • Free customer support - Tech support is available by phone, email or live chat. You can also request a callback, so they'll contact you at a time that's more convenient.

What are the benefits of Onestream?

Here are some of the reasons why you should consider broadband from Onestream.

  • They're cheap - Onestream rank among the cheapest providers in the UK, with speeds comparable to what their more expensive rivals offer.
  • Very slow fibre available if you need it - If you have only basic needs you can shave a few pounds off your bill each month with a very entry-level plan. Got poor fibre coverage in your area? They offer a standard broadband deal as well.
  • Free tech support - Tech support includes a callback option, so you can arrange for them to call you at the most convenient time.
  • Free router - You get a free router when you sign up.

What are the drawbacks of Onestream?

Nothing is ever perfect. Here are some of the potential downsides to look out for with Onestream.

  • No-frills service - Onestream give you broadband and some phone plans, and nothing else. This is not a service to go for if you need TV or mobile bundles, for example.
  • No shorter contracts - All their plans are on 18 month contracts. This is not ideal for those who would rather keep their commitment a bit shorter.
  • No ultrafast broadband available - An average of 67Mb is as fast as Onestream goes, so look elsewhere if you want to explore the ultrafast options available to you.
  • It's a new name in the industry - Onestream are a new and somewhat unproven name in the broadband industry. The initial reviews from our customers to date are decidedly mixed.
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