How to contact Onestream broadband support and customer service
If you’re having a problem, first check the FAQs on the Onestream website.
The site will display suggested helpful solutions for you. Here's a little tip though, if you're keen to speak to a human. If the site asks you 'did you find what you were looking for?', click 'no' and you'll be presented a live chat link.
Onestream's customer support opening hours are:
- Monday to Friday: 9am to 7.30pm
- Saturdays: 9am and 4pm
- Sundays: 9am and 4pm (technical queries only)
Onestream live chat
Onestream also offers subscribers the chance to get in touch via a live chat system. To access this, you'll need to be logged in to the website. The average response time for this is under 10 seconds.
Is Onestream down? How to check Onestream broadband status
Is your Onestream internet down? There are a few things you can try to fix it.
First, try rebooting your devices, and then the Wi-Fi router. If that doesn't work, you'll need to go to Onestream to determine if it's a network issue.
As Onestream doesn't have a service status page, you're best starting off by checking DownDetector. This is a separate site where you can check the service status of multiple broadband providers and websites. So if you find it helpful, it’ll be useful to bookmark it. Onestream doesn't have a separate listing but keep an eye out for other providers on the Openreach network such as Plusnet, Sky, BT and TalkTalk. If it's a network issue, these will all be showing spikes.
For further help with internet problems, visit our guide to troubleshooting broadband.
How to complain about Onestream
If you’ve been having issues, and you haven’t been getting the help you think you should, here are a few ways to complain about Onestream.
Get in touch via Twitter / X or email
You can try the live chat feature on Onestream’s website first. Send a polite message outlining the complaint. At the very least, they should be able to direct you to the right personnel to handle your complaint.
If you don't receive useful advice, and you want to contact another way, you can go through the complaints page.
If you get in touch, remember to include your name and account number, a contact number and address, the nature of the complaint, and any supporting material.
Complain over the phone
If you'd like to speak to someone in person, you can call 0333 241 4449.
Complain about Onestream in writing
To complain in writing, send details of the complaint and relevant material to the Onestream address at:
Onestream,
15, Fulcrum 2,
Whiteley
PO15 7FN
Remember: to get the best results, ensure the letter is polite, legible, and fact-based.
Complaining about Onestream to Ombudsman Services: Communications
Hopefully, your official complaint will end up with a resolution that solves your problem. However, in some cases, this won't happen. In this scenario, you have two choices: cut your losses and move to a different provider, or take the problem to Ombudsman Services.
To reach this stage, you should have followed Onestream’s complaints procedure. To contact the ombudsman, you should have first received a deadlock letter or not heard from Onestream for eight weeks. Ombudsman Services for communications is an Alternative Dispute Resolution or ADR scheme that acts to work toward a resolution that satisfies all parties.
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What to do before you complain to Onestream
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. Onestream has a number of technical support guides.Document everything
Keep a record of times, dates and calls. If you speak to anyone at Onestream customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your Onestream broadband service is slower than expectations for your postcode. But double-check your contracts. At the point of sale, you should have been given a speed estimate, which may be different to the advertised package speed. If your broadband speed persistently falls below this estimate, you have grounds to take this further.
Check with a tool like the Broadband Genie Speed Test. Run multiple tests at different times over several days.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. Though if you feel like the limits are restrictive, and you weren't made aware of them when you signed your Onestream contract, you may still have a case.Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold. Onestream currently raises its prices mid-contract by £2.75 every April. Customers are obliged to pay these price hikes, and it's set out in its terms and conditions. We have a guide to mid-contract price rises you may find helpful.Customer service
If you feel Onestream's customer service isn't listening to your problems, ask to escalate the complaint to more senior staff members.
Fed up with Onestream? Switch and save
If you've had enough of Onestream, you could always switch. If you're out of contract, switching is easy and potentially could save you up to £180 per year. We recommend you check if you are out of contract first. Also, do check out our guide to cancelling Onestream for more information.
If you are out of contract, you can see today's top deals below:
Alternatively, you can start switching by entering your address below. We'll show you the best deals near you:
Expert Summary
Onestream is one of many broadband providers that delivers your internet through an Openreach network. This means that any problems with the lines and your internet should be able to be fixed easily. If you’re having issues, contact Onestream through its live chat or a phone call.
If you want to complain about your broadband, there are a few ways you can do this. You can do so by contacting Onestream, and then later the Ombudsmen if they don’t help you.
Finally, if you’ve had enough of Onestream and want to move providers, you can read our guide on how to cancel your Onestream contract.