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Onestream Broadband Review 2024

Our Onestream Broadband rating: 2.6/5

Onestream provides a small but affordable selection of home broadband deals, with a focus on delivering great customer service as well as value for money. But is it any good, and does it offer enough for its broadband service to stand out against the crowd? Read on to find out.

Onestream broadband review 2024

Speed Satisfaction 2.5/5
Customer Service  2.5/5
Value for Money  3/5
Reliability 2.5/5
Router 2.5/5
Overall score 2.6/5

Onestream is a small, Hampshire-based internet service provider that offers a host of broadband packages, including full fibre deals. It uses the Openreach network, which makes it speed offerings similar to the bigger names, including Sky and TalkTalk. However, these are fairly bare-bones packages, there are no notable extras to stand it against the crowd. There are also no rolling monthly deals on offer here. Instead, you’ll need to commit to either a 12 or 24-month contract.

Unfortunately, Onestream doesn’t have a great reputation when it comes to customer service issues. Let’s take a closer look…

We like We don't like
  • No usage caps
  • UK-based customer support
  • Basic Routers
  • Poor customer reviews
  • Mid-contract price rises likely

 

Onestream broadband: in summary

Download Speeds (Average) 45Mb / 67Mb / 100Mb / 200Mb / 500Mb / 900Mb
Upload Speeds (Average) 9Mb / 18Mb / 18Mb / 26Mb / 101Mb / 101Mb
Data Usage Limit Unlimited
Type of Broadband Fibre / Full Fibre
Inclusive phone calls? Digital Voice call bundles available as an add-on
Bundled Wi-Fi Router? Router available as an add-on

Onestream Broadband Speed 

Speed Score: 2.5 out of 5

There’s a wide range of products available from Onestream, including several full fibre options. Like many other broadband providers across the UK, Onestream Broadband uses the BT Openreach network. This means it’s likely you’ll be able to sign up for a package, and advertised speeds will be broadly in line with others.

  • What is Openreach?

    Openreach is the company that maintains the former British Telecom Network used for the majority of broadband and phone services. If a repair or installation is required, it’s Openreach who will send an engineer, not your provider.

    More than 650 service providers using the Openreach network. That’s the majority of the UK’s broadband providers. This includes Sky, TalkTalk and BT. The exception to this is Virgin Media - it uses its own, separate cable network.

The Supreme and Hyperstream full fibre packages may be more limited in availability. This is because full fibre still isn't available to everyone. You’ll be able to confirm which package is available to you by popping your postcode into Onestream’s availability checker.

Download Speeds

Onestream estimates if you signed up to its Hyperstream Full Fibre 1000 package, you’d be able to download a HD game in 3 minutes, or an HD movie in 34 seconds.

You can use a Download Time Calculator to test how quickly you’d be able to theoretically download a file, depending on the Onestream package chosen.

Some complaints on Onestream’s Trustpilot page have mentioned issues with speeds not performing as expected, though. Onestream’s performance on Fair Internet Report seems to back this up. As this provider is too small to be featured on Ofcom’s Home Broadband Performance Report, there’s very little data to prove how its broadband packages fare.

Upload Speeds

Onestream’s upload speeds are in line with most other providers on the Openreach network. However, these speeds have a long way to go to match the likes of Hyperoptic, Gigaclear, YouFibre and BeFibre’s symmetrical packages (where download and upload speeds match).

Onestream Customer Service

Customer Service Score: 2.5 out of 5

If you're having technical issues, you can get help from Onestream through its Live Chat service. This is available between 9am-5pm on weekdays and 9am-4pm on Saturdays. 

If an option to call Onestream pops up on the webpage, you'll only be able to do so via Skype.

On Trustpilot, user reviews often refer to Onestream’s tardiness in replying to issues. In March 2024, it scored an average rating of 3.9 out of 5 (a slight improvement on our last check). 

Unfortunately, in our 2024 survey, Onestream sunk to the bottom of the tables with less than half of its customers happy with its customer service and care.

Onestream Assured with premium support is available at a cost of £4.95 per month (free for two months for new customers). This might resolve some of the issues.

For more information on the best way to get help, we have a dedicated Onestream customer service page.

Onestream Value for Money 

Value for Money Score: 3 out of 5

Onestream’s prices are similar to other providers on the Openreach network. Compared to Virgin Media’s Broadband Only packages, you can achieve similar speeds (and faster upload speeds) for less money per month.

There's often a small set-up fee to pay when you sign up as a new customer. Unfortunately, there's also a monthly fee for a basic router.

This is a fairly no-frills service, although, at the time of writing, you do get a couple of extras. This includes a one-month free trial of McAfee Multi Access virus software (be aware, you’ll be charged £34.95 after this unless you cancel). You’ll also receive two months free of ‘Onestream Assured’, its premium support service. This will be added onto your bill at £4.95 per month unless you cancel.

Onestream digital voice options

Digital voice options are available at an extra price for included calls. You'll need to pay extra per month.

  • PhoneLine+ Pay As You Call - £6.50 per month (pay per minute)
  • PhoneLine+ 250 - £7.50 per month for 250 minute calling allowance to UK landlines and mobiles.
  • PhoneLine+ 750 - £10.00 per month for 750 minute calling allowance to UK landlines and mobiles.
  • PhoneLine+ Unlimited - £12.50 per month for unlimited calls to mobile and landlines including 01, 02, 03 and 07 numbers, as well as unlimited calls to UK, Ireland, USA, Canada, Australia and New Zealand.

The great thing about digital voice is that you no longer need to pay line rental. Instead, you use your current home phone by plugging it into the back of the router.

For more information, read our guide to 'Digital Voice'.

Mid-contract price rises

In 2024, many broadband providers will sting their customers with mid-contract prices increases over the rate of inflation. Some smaller providers, including italk, Hyperoptic and YouFibre sweetened the deal and committed to a 0% increase mid-contract. 

Unfortunately for Onestream customers, this year's price increase will be 8.8% (based on February's RPI rate + 3.9%). This is one of the steepest hikes in 2024, only matched by Virgin Media.

Dynamic deal panel
Dynamic deal panel

Onestream Reliability 

Reliability Score: 2.5 out of 5

It’s difficult to check the reliability of Onestream’s performance. The provider isn’t listed as a company tracked by Downdetector, and it’s too small to be included into Ofcom’s Home Broadband Performance Report.

As it runs on the Openreach network, this is the next best thing you can turn to when looking at how reliable it is as a service. Fresh statistics for Openreach’s quality of service are published every three months. Here you can check data such as how many faults were fixed within one working day, or how many first appointments were offered within 10 working days.

On a separate topic, Onestream was fined £35,000 in 2019 by Ofcom for aggressive mis-selling practices. Three quarters of these were deemed to be “elderly or vulnerable”.

In our 2024 Broadband Awards, Onestream sat near the bottom of the listings for ‘most reliable provider’ with a satisfaction score of 65%.

Onestream Bundled Router 

Router Score: 2.5 out of 5

Onestream offers three different routers. Your choices for adding these to your cart will depend on your chosen package. The first of these is simply known as the ‘Essentials Router’, which is sent out for Onestream Fibre 55 and Onestream Fibre 80 packages.

There's also a Superstream and Superstream+ router available for faster speeds. You'll have to pay up to £5.95 extra per month for this.

Although reliable, both these routers are pretty basic, but should be adequate for most users. Onestream must know this, as there’s a prominent guideline on what you should be looking out for if you want to use your own.

Broadband Genie has its own dedicated article to this - ‘how to buy your own Wi-Fi broadband router’.

Visit our dedicated Onestream router round-up for more details.

Router installation

Setting up your Onestream router shouldn't be difficult and, unless you need to have a line installed, you will be able to do this yourself. It should simply be a case of plugging your router into a power source and connecting it using the supplied cables. If you do need some practical advice, you'll be able to call up a member of the team, although again, call centre opening hours are limited.

If you're having problems getting a strong Wi-Fi signal around your home, extenders are available. But we think the price of £100 to get this ordered through Onestream direct is steep. You can pick up second hand or basic Wi-Fi boosters for a fraction of the cost if you source them yourself. You can read more on this topic in our guide to setting up Wi-Fi.

For the duration of your contract, the router remains the property of Onestream. You'll need to return this in good condition or pay a replacement cost of £125.

Onestream Broadband: Expert Summary

Onestream Overall Score: 2.6 out of 5

Onestream’s fairly no-frills packages could be a good option if you’re not interested in bundling TV packages or don’t necessarily need a landline to make calls.

Its speeds are in line with many other internet service providers on the Openreach network. It's cheaper than some of the bigger names such as BT or Virgin, but there aren’t many extras to write home about. The downside to this is that the included routers are pretty basic.

On the upside, there is dedicated UK-based support which you can access 6 days a week. Although, any negative feedback on Onestream’s customer service seems to nod to its slow response. We’d particular like to see these customer service call times extended to be more flexible for those in full-time work.

Find out how Onestream performed against other internet service providers in our 2024 Broadband Awards.

Switching broadband providers

You won’t find Onestream’s broadband products listed on Broadband Genie. However, you can pop your address into this checker to compare other packages currently available in your area. Don’t forget to use our filters, so you can compare these deals against Onestream packages. You can also sort by price, speed or contract length.

Broadband Genie deals checker

If you’re out of contract, switching between any provider is easy. You shouldn’t even need to speak to your current provider - your new one should do all the admin for you.

Check out our guide on ‘how to switch broadband and get an amazing deal’ for more hints and tricks, learn how to save money and upgrade your home's internet connection with little fuss.

More broadband reviews

We review every provider we list on Broadband Genie. Here’s what we thought about the offerings from other ISPs:

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Meet the author:

Online Editor

Broadband Genie's Editor, Emma Davenport, has been contributing to the site since 2007. She has 20 years of experience writing articles, guides and tutorials on consumer technology for magazines and online.


Specialist subject: Broadband advice for vulnerable people

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