How to get help from Onestream customer service, make complaints or cancel
If you’re a Onestream customer or just have general enquiries about the provider, there are several ways to get in touch:
Onestream broadband phone number
- Onestream broadband general support number: 0333 241 4449
- Open 9am-7.30pm weekdays, and 9am-4pm on Saturdays and Sundays (technical queries only).
Onestream Live Chat and email support
The Onestream website has a Live Chat assistant for general customer support. This has the same opening hours as above, but on Sunday’s technical support is only available via phone.
There's also a dedicated email address for customers wishing to make written complaints:
- Onestream email address: [email protected]
Social media and online help pages
- Twitter / X - @OneStreamFibre
- Facebook - @Onestream
You can also find handy FAQs and guides on the Onestream Help & Support pages.
Onestream Address
Onestream Customer Care
Wentworth House
4400 Parkway
Whiteley
Fareham
PO15 7FJ
Troubleshooting Onestream problems
All broadband customers should try fixing basic problems before seeking help. Nobody wants to spend half an hour on hold only to find it was something you could fix in two minutes at home.
Here are some troubleshooting ideas worth checking off before picking up the phone:
Billing and account issues
- Check your account portal. Billing histories can be viewed here, along with any details on plan changes or price rises.
- Capture disputed charges. Take screenshots of any unexpected fees or payments to send with your email.
Service problems (no internet / slow speeds)
- Restart your Wi-Fi router and run a speed test.
- Check its Downdetector page before calling.
Moving house
- Contact Onestream 16-days in advance to formally notify and arrange the transfer.
- Use our deals checker to confirm service availability in your new home.
Complaints
- Always log your complaint in writing via email or by sending a letter.
- Keep copies for your records. If no resolution is found in 8 weeks, or if Onestream issue you a “deadlock letter”, you can escalate with the Communications Ombudsman. Keep a copy of your complaint email or letter, as you’ll need this reference to escalate.
Genie Tip - Always take note of call times, the name of the agent you spoke to, and save confirmation emails. This can save weeks if you need to escalate your case.
How to cancel Onestream broadband
If you want to terminate your Onestream service, here’s a checklist to follow:
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Check your contract end date to see if you’re out of the minimum term period.
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Contact Onestream by phone to give 30-days notice. Live Chat cannot be used for processing cancellations.
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If you cancel mid-contract, then Onestream will charge a fee for each month remaining. You can find more details about specific fees in its price guide.
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Arrange to return your router to Onestream to avoid extra charges of up to £125.
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Confirm cancellation in writing to Onestream House, 4400 Parkway, Whiteley, Fareham, Hampshire, PO15 7FJ. Keep proof for future reference.
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Switching to a new service provider, could save you money and get faster speeds. Onestream uses the Openreach fibre broadband network, like BT, Sky and TalkTalk.
One-Touch Switch now makes it just as easy to move across to Virgin Media or a full fibre ‘altnet’ if now available to you. Try our postcode checker today to find deals in your area today!
FAQs
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Has Onestream gone down?
You can check the Onestream DownDetector page to view any reported outages in the last 24 hours.
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What is the Onestream customer service number?
Onestream's customer service number is 0333 241 4449.
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How do I contact Onestream by email?
Onestream has an email address. But this is for complaints, rather than general customer queries. You can send an email via [email protected]
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Does Onestream charge a cancellation fee?
Early cancellation while still within the 12, 18 or 24-months contract terms will incur a fee.
Onestream has set termination tariffs per package and this will be multiplied by the remaining months left on the contract.
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How do I return my Onestream router?
Customers must return any Onestream router after cancelling its service. Simply package the router securely with a note enclosed detailing Onestream account number, your name and address.
This package should then be sent off via recorded delivery to the following address: Onestream Returns, Unit 15, Fulcrum 2, Solent Way, Fareham, PO15 7FN.
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Can I cancel my Onestream broadband service without paying a penalty?
You may only cancel your Onestream broadband contract without penalty if within the first 14-day “cooling off” period after signup.
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Can I cancel for free if my Onestream broadband is too slow?
Onestream hasn't signed up to the Ofcom broadband speed code of practice, which is a voluntary agreement that gives customers of participating ISPs a right to cancel due to slow speeds.
Onestream could still allow you to cancel for free due to slow speeds, but this will depend on your individual case. You may need to follow the complaints procedure. If you're unhappy with your broadband speed, you should start by first raising the issue with technical support.
Fed up with Onestream? Switch and save
If you've had enough of Onestream, you could always switch. If you're out of contract, changing broadband providers is easy and potentially could save you up to £180 per year. We recommend you check if you are out of contract first to avoid paying an early termination penalty.
If you are out of contract, try our easy deals checker. For a quick browse, here are today's top deals: