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 2021-03-25

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

1.9 stars
  satisfaction rating based on 113 customer ratings since 2020-04-14. 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
    1.9 stars
  • Customer Service
    1.8 stars
  • Speed
    2.1 stars
  • Reliability
    2.1 stars

Based on 113 customer ratings since 2020-04-14

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
Avoid at all cost. Really, please do not use Onestream.
They failed to connect our broadband for two whole weeks. we had already left trusty Plusnet, which was a big mistake. It was so stressful with school, college and work. Onestream utterly disappointed us and made all sorts of excuses.
The way they restrict customer service through a never available chat is shady. Also, every answer is scripted and you are never sure what is happening.
We cancelled within two week period and they STILL CHARGED us for the full first month despite not having a single byte transfer through their servers.
It is now over three months later and NO REFUND.
It does not matter how many "agents" you "chat" with, they could not care less.
To top this they are NOW THREATING to charge us for a router that has long since been returned.
So please, I beg you not even think about going on the journey of pain and more pain that is Onestream.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Guildford Onestream  
I was supposed to have gone live with them last Wednesday 3rd of April phoned them up to be told I would be connected by midnight, it didn't happen, then they blamed BT for there engineers not fixing it, it is now Saturday an still not fixed, you can never get anyone to talk to so I tried live chat and got through to a man called TOM but as soon as he realised I was complaining he cancelled the chat and hung up. Disgraceful behaviour.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon Onestream  
My line was taken away from me without my permission and OneStream says this was by BT while BT has no record of this, so OneStream tried forcing me to pay £30 to get the line back or the early cancelation fee because they made a mistake, it took weeks for them too say I can have my internet back without the extra fee, it was supposed to take 14 days but after 14 days there was still nothing, contacted them again and was told this would take ANOTHER 14 days meaning I will be 40 days out of internet for absolutely no reason, you can see why they have such bad ratings, I will be changing providers the exact day that my contract is done.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Dundee Onestream  
Just joined onestream after having broadband from the post office which was rubbish, so signed up to fibre broadband with onestream a month ago was supposed to go live on the 7th of April, did not happen by 3pm so rang them to which I was told it could take until midnight fare enough so waited until 11am next day still not connected so rang again to be told the engineer had not connected me and could take up to 72 hours to fix, seems to me I have left one rubbish company for another, a quick tip to anyone trying to ring any broadband company pretend you are a new customer wanting broadband you will get through quicker.
Devon Onestream  
Like the chap below, I just want to thank everyone who has taken the time to give a detailed insight into how atrocious this company really is. I was seriously considering changing to them. Think I'll now put up with EE for another 18 months. Thanks all!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Penrith Onestream  
Since signing up with One Stream last September 2020 I have had nothing but trouble with them taking payments from my direct debit set up with my bank my contract is for £20 99 per month for one year but I get charged £30 98 they say it’s for late payments how can that be when it’s been set up they have even asked me to make payments over the phone wish I had never gone with them bad mistake
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Onestream  
Ever since setting up my account with them they have overcharged me. This month they advised me my direct debit had failed and so I rang up to sort this out. They took a payment from my debit card and also took the direct debit. Contacted them regarding the overcharges and the double payment and they refused to refund. The service isn't even that great - very patchy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
WATFORD Onestream  
To appreciate how genuinely bad Onestream are here is just one email in a string of communications between us:

Written 25th March 2021:

Yes, I do want a call tomorrow please.

I do not accept your point of view. I am concerned by constant errors and poor service, and I don't appreciate your prior or latest written response:

"...there isn’t anything else I can advise on. We’ve spotted an overcharge and have remedied it"

Perhaps you could contemplate how poorly this, and your previous unclear written statement, appear to a customer.

The fact is we've not been with you very long, but face yet another charging error. I am deeply concerned by the bills we've received to date all being massively over prior contractual cost expectations.

As a result we have no idea how much we've actually spent per month to date. I have no visibility of the amounts of various refunds or dates of refunds being applied. I cannot assess whether credits have been applied correctly. I have no idea how much my monthly bill run-rate is or forecast what it will be. I'm frustrated by the contract tariff vs. actual costs and cannot easily audit cost variances to date; The billing errors, credits applied, numerous amendments, poor visibility of transaction dates, with no clarity of refunds, all add to the general chaos surrounding Onestream.

In addition we've had to buy a BT home hub system to boast the WiFi signal because Onestream is the weakest home WiFi we've ever had.

We can't get the usual caller display we've consistently had with other suppliers. We don't have a phone messaging system which has been free with every other supplier.

I bought this service based on perceived lower costs yet in reality this is the most expensive and troublesome phone-wifi package we've ever had. That shocks me.

To frustrate matters even further, the Onestream communication lines are a disgrace; the chat system is unresponsive and you don't take phone calls. I am solely reliant on this cumbersome email method.

Genuinely I'm counting the days to being able to switch suppliers.

In summary, Onestream has not provided a good technical service on any level to date. It's proving far more expensive than anticipated with excessive billing errors. Onestream customer services is not fit for purpose by any standards.

So, yes please, I would like a call tomorrow.

The agenda should include, but not be limited to the following:

1. I'd like to explain my frustration your response caused and reiterate how bad it is to be one of your customers.

2. I want a full explanation of our billing, credits, and refunds in total to date.

3. I want a financial billing summary sent to us. Our business accountant can then confirm there is no mis-charging, that refunds and credits have been applied correctly and physically recieved to ensure there is no potential for fraud.

I look forward to speaking with you and hope you can approach the call with an appreciation of how frustrating it is to deal with Onestream.

Yours sincerely
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
England Onestream  
Keep well away from this lot!!!!

I signed up for this lot but after reading reviews I cancelled. Nevertheless a router was posted to me. After speaking to a live chat member, I was told to send it back with the courier when it arrived.
On 26 Feb I received an email asking for the router to be returned. I told them I had sent it back. On 19 March I received another email asking for the router to be sent back with a threat of charging me £52 if it was not returned. I have sent another email to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Onestream  
Cannot recommend.... Overcharging on direct debits.... Can never get through to anyone on the phone, emails go unanswered, nightmare start to finish
Isle of wight 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.

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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