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Onestream broadband customer service contacts, problems and complaints

How to contact Onestream customer and technical support

Struggling with your Onestream broadband connection? Don't have a clue what's going on, or tried everything but to no avail? It's a common problem, which is why Internet Service Providers operate customer support teams. In this guide we’ll show you how to contact Onestream by phone, online, or in writing.

How to contact Onestream broadband support and customer service

Onestream offer several ways to get in touch with problems and complaints. Your first point of contact will probably be telephone, but they also have email support, and a Twitter account. Onestream's customer service opening hours are 8:30 am to 5:30 pm.

Onestream contact numbers

Want to get in touch with Onestream right away? Your best option is the phone. Onestream's customer service telephone number is 0333 241 4449.

Call this number, listen to the menu, then select the appropriate option to speak to the right department.

Onestream contact email address

You can also contract Onestream via email. This is useful if you have a number of issues you need to share or want to forward screenshots of error messages relating to your problem.

Onestream's customer service email is [email protected].

You can also contact Onestream electronically via the online contact form. This enables you to arrange a callback from their sales, customer service, tech support, or complaint teams.

Onestream address

Some customer service issues require you to write a letter. If you want to write to them, Onestream's address is:

Onestream Customer Care
Onestream House
4400 Parkway
Whiteley
Fareham
PO15 7FJ

Onestream live chat

Onestream offer subscribers (and potential customers) the chance to contact them via a live chat system. To access this visit any Onestream page and click the "Chat Online" box at the lower right edge of the window.

Is Onestream down?

How can you tell if your internet is down? Well, you'll notice that webpages (including social networks) don't open, email cannot be accessed, and streaming media is unavailable.

First, try rebooting your devices, and then Wi-Fi router. If that doesn't work you'll need to go to Onestream to find out if it's a network issue.

As Onestream doesn't have a service status page, you're best starting off by checking the Onestream Twitter account.

If you don't see any information on Twitter you'll need to get in touch with Onestream customer services using the details above.

For further help with internet problems check our guide to troubleshooting broadband.

How to complain about Onestream

Get in touch via Twitter or email

You can try the Twitter account first of all. 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 have a Twitter account, or don't receive a response, then email is your next best option. A dedicated email address is available for this, so send your complaint to [email protected] - alternatively go through their complaints page.
 
However you get in touch, be sure to include your name and account number, a contact number and address, the nature of the complaint, and any supporting material (or links to it).

Contact customer services

You can call or message Onestream using the information above, however Onestream does have a dedicated complaints telephone number: 0330 053 6877.

Complain in writing

To complain in writing, send details of the complaint and relevant material to:

Onestream Customer Care
Onestream House
4400 Parkway
Whiteley
Fareham
PO15 7FJ

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 ISP or take the problem to Ombudsman Services.

To reach this stage, you should have followed the ISP's complaints procedure. To contact the ombudsman, you should have first received a deadlock letter, or not heard from the ISP for eight weeks. Ombudsman Services for communications is an Alternative Dispute Resolution (ADR) scheme, which acts to work towards a resolution that works for all parties.

For more details on making a complaint about broadband read our in-depth guide.

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