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Onestream Broadband Review
Onestream is a Hampshire-based internet provider, offering fibre and full fibre internet packages at competitive prices. It has gained attention primarily for its low-cost deals and frequent promotions, often appearing as one of the cheapest options in the UK market.
Despite its budget-friendly approach, Onestream has received mixed reviews. While some customers appreciate the affordability, others have reported issues with customer service, billing practices, and unclear contract terms.
This review explores the details of Onestream’s broadband offerings in 2025, helping you decide if it’s the right fit for your home.
Table of Contents
Onestream Fibre Broadband Plans
Onestream offers both FTTC and FTTP packages, as follows:
- Fibre 40 (FTTC): Around 38 Mbps download speed, suitable for smaller homes or casual browsing
- Fibre 80 (FTTC): Around 67 Mbps download speed, more suitable for households with multiple users
- Full Fibre 115 / 220 / 550 / 1000: Higher-speed packages using FTTP, ideal for busy households and heavy users
Unlike some providers, such as Community Fibre and Vodafone, Onestream doesn’t currently offer symmetrical speeds (equal download and upload), even on its full fibre plans. Upload speeds are lower, but generally sufficient for most internet activities.
All Onestream broadband packages come with no usage caps, meaning truly unlimited data across all plans.
Onestream Full Fibre
Like most providers, Onestream offers full fibre broadband or FTTP as part of its 2025 broadband range. FTTP (Fibre to the Premises) delivers internet straight into your home using fibre-optic lines, avoiding the speed and stability issues of copper-based FTTC (fibre to the cabinet) broadband.
Their packages include:
- Supreme Full Fibre 115 – Up to 115 Mbps download speeds, basic but reliable
- Supreme Full Fibre 220 – Around 220 Mbps download, good for most family setups
- Supreme Full Fibre 550 – Speeds close to 550 Mbps, ideal for heavier usage
- Hyperstream Full Fibre 1000 – Advertised as up to 1 Gbps, gigabit-level performance
Most customers get consistent speeds, especially when using a high-quality router. These packages are best for homes that need stable internet for streaming, working from home, or multiple devices.
These packages are ideal for households that stream in 4K, work from home, or have multiple devices connected simultaneously.
Onestream Router Options
Onestream offers a few router options depending on the type of broadband you choose, but the hardware is fairly basic compared to what some other providers include as standard. All routers are supplied on a rental basis, with costs ranging between £2.95 and £5.95 per month, depending on the model.
- TP-Link TD-W9960
A standard VDSL2 modem-router, mainly supplied with FTTC (Fibre to the Cabinet) plans. It supports up to 300 Mbps on 2.4GHz Wi-Fi and has four Fast Ethernet ports. It’s functional for light use, but limited in speed and range, especially in larger homes. - TP-Link Archer VR400
A better option for heavier use and available with full fibre packages. It supports dual-band Wi-Fi (2.4GHz and 5GHz) and can reach speeds of up to 867 Mbps on the 5GHz band. It also includes Gigabit Ethernet ports and supports Beamforming for stronger signal targeting. For most households, this router is a decent mid-range choice. - Technicolor TG588v2
An older model sometimes included with entry-level packages. It supports basic wireless speeds and has limited range. It’s not ideal for modern usage, particularly if you’re on a full fibre plan or using multiple devices at once.
While Onestream’s router options can get you started, they aren’t top-of-the-line. Users in larger homes, or those who stream in 4K or game online, may find the supplied routers underpowered. This is especially true for the Technicolor model, which lacks the range and speed capabilities of newer hardware.
On the plus side, Onestream does allow customers to use their own routers, which is a big advantage. If you already have a mesh Wi-Fi system or a more powerful dual-band router, it’s worth using that instead. This not only improves your home network performance but also helps avoid ongoing rental charges.
In short, the routers Onestream provides are fine for casual use, but if you’re looking for consistent performance across multiple rooms or want faster internal network speeds, you’ll likely need to upgrade or use your own equipment.
How Good is Onestream Broadband for Streaming and Gaming?
For most households, Onestream’s fibre and full fibre plans provide more than enough bandwidth for day-to-day online activities. Whether it’s streaming in 4K, taking part in Zoom meetings, or using smart devices around the house, the speeds on offer are generally sufficient — especially on the faster FTTP (full fibre) packages.
If you’re on a mid-range plan like Full Fibre 220 or higher, you can expect smooth performance for:
- Ultra HD streaming on multiple devices
- Video calls for work or school
- Streaming music, browsing, and social media
- Cloud gaming and downloads on gaming platforms like Xbox or PlayStation
Where Onestream falls slightly short is in online gaming, particularly for those who are serious about low latency. While speed is important, latency — the delay between your input and the server’s response — plays a much bigger role in competitive gaming. Onestream uses the Openreach network, which means performance is generally stable, but latency can vary depending on local network load.
Providers like Community Fibre or Hyperoptic, which run their own 100% fibre networks with lower contention ratios, tend to offer better latency and jitter performance — key factors for gamers. They’re better suited for things like fast-paced multiplayer games or Twitch streaming, where even small lag spikes are noticeable.
That said, for casual gamers, occasional downloads, or those who enjoy platforms like Netflix, Disney+, or YouTube, Onestream’s broadband is more than capable. Streaming quality is consistent, and buffering is rarely an issue on faster plans, especially if you’re using your own high-quality router.
In summary, Onestream broadband is well-suited for typical home use and light to moderate gaming. But if you’re into high-level online play or game streaming, you may want to explore ISPs that offer ultra-low latency connections or dedicated gaming packages.
Onestream Broadband vs BT vs Plusnet
All three providers — Onestream, BT, and Plusnet — deliver broadband using the Openreach network, which means speeds and coverage are generally the same wherever available. So if you’re comparing packages with similar speeds (like 67Mbps or 500Mbps), you’ll likely get similar performance no matter which one you choose.
The real difference lies in what you get around the broadband — things like monthly cost, router quality, customer support, and included features.
| Feature | Onestream | BT | Plusnet |
|---|---|---|---|
| Network | Openreach | Openreach | Openreach |
| FTTP Plans | Yes | Yes | Available in some areas |
| Monthly Price | From £19/month | From £29/month | From £23/month |
| Router | Budget routers, optional rental | Smart Hub 2 included | Hub Two included |
| Add-ons | Charged separately | Some included (e.g., Norton) | Fewer upsells |
| Customer Support | Mixed reviews | Stronger support | Generally good |
Onestream usually wins on price. Its packages are often the cheapest, especially when promotional offers are running. But the lower price means fewer extras. The routers are entry-level and often rented separately. Optional services like antivirus protection or line cover are added by default at checkout — and unless you cancel them, they become monthly charges. This has caught some customers off guard and led to complaints.
BT, by comparison, is more expensive — but you get more for the price. The Smart Hub 2 router is one of the best supplied by any UK ISP, and BT includes extras like Norton antivirus, parental controls, and access to its network of public Wi-Fi hotspots. Its customer support is also more established, with clearer account management and fewer complaints around billing or cancellation.
Plusnet sits in the middle. It’s slightly cheaper than BT, with decent customer service and fewer surprise charges. The Hub Two router performs well for most households. While it doesn’t come with as many bundled extras as BT, Plusnet is often praised for its no-nonsense approach — you pay for broadband, and that’s largely what you get.
If you’re confident managing your own router and checking your account regularly, Onestream could save you money. But if you want a smoother experience, better support, and extras already included, BT or Plusnet may offer better overall value.
Onestream Broadband Setup and Installation
Getting started with Onestream broadband is relatively straightforward, especially if you already have an Openreach line installed in your home. The process and timeline vary slightly depending on whether you’re ordering a standard FTTC (Fibre to the Cabinet) service or an FTTP (Fibre to the Premises) full fibre plan.
FTTC (Standard Fibre) Setup
If you’re signing up for one of Onestream’s entry-level fibre plans — like Fibre 40 or Fibre 80 — installation is often done remotely. This means you won’t need an engineer to visit your property. Once your activation date arrives, you simply plug the router into your master phone socket, following the step-by-step guide included in the router box.
The router will usually sync with the line within a few minutes, although in some cases, it may take up to 24 hours to stabilise fully. You’ll receive basic setup instructions, and support is available by phone or email if you run into problems.
FTTP (Full Fibre) Setup
For full fibre packages such as Full Fibre 115, 220, 550, or Hyperstream 1000, the setup process requires an engineer visit. Openreach engineers will install an ONT (Optical Network Terminal) — a small box usually fixed to a wall inside your home. The ONT connects to the fibre line coming from the street and links to your router via an Ethernet cable.
You’ll need to be home during the appointment, and the engineer will discuss the best location for the ONT. The visit typically takes 1–2 hours, depending on the layout of your property and where the existing lines are.
Installation Timeline and Costs
- Activation time: Most installations take place within 10–14 working days from the date of order.
- Setup fees: Onestream often waives the setup cost during promotional periods. When fees apply, they usually range from £9.99 to £19.95 depending on the package.
- Router delivery: Routers are dispatched in advance and usually arrive a few days before the scheduled go-live date.
What Support is Available During Setup?
The instructions included with the router are simple and suitable for most users. However, support during setup can be limited. Onestream does not currently offer video walkthroughs or real-time setup support. If you run into issues during the process, the best option is to contact their customer service team by phone or email, though response times can vary.
In some cases, users have opted to use their own router from day one — which Onestream supports — especially when aiming for better performance or to avoid rental fees. If you plan to use your own router, make sure it’s compatible with VDSL2 (for FTTC) or has WAN support (for FTTP), and request your connection details (like PPPoE username and password) from Onestream before installation.limited if you run into issues.
Customer Service
Onestream offers customer support through phone, email, and live chat, but the overall experience can be hit or miss. For many customers, support is one of the weakest parts of the service.
Common issues include long wait times when calling, delayed replies to emails, and difficulty getting clear answers when trying to cancel a plan or question a charge. Some users also say they weren’t told clearly about extra services being added — such as antivirus software or router protection — which later appeared as unexpected fees on their bills.
There are, however, some positive experiences. A few customers mention that technical problems were resolved quickly, especially when it came to setting up the router or changing packages mid-contract. But in general, the feedback shows that support could be more consistent and better organised.
Clearer communication, easier account controls, and more transparent billing would go a long way in improving the overall customer experience with Onestream.
Onestream Cancellation Policy
Like most broadband providers, Onestream offers contracts that typically run for 12 or 24 months. If you decide to cancel your service before the end of the agreed term, you’ll usually face early termination charges. These charges are based on the number of months left on your contract, often with a small discount applied — but they can still add up quickly if you cancel early.
What You Need to Know
- Notice Period: You must give 30 days’ notice to cancel your broadband service. This applies whether you’re leaving at the end of your contract or during it.
- Router Returns: If you’re renting a router from Onestream, you must return it after cancellation. Failing to do so may lead to a charge of up to £125, depending on the router model and condition.
- Add-On Services: Services like McAfee antivirus or Onestream Assured are treated as separate from your broadband contract. They must be cancelled individually. If not, they may continue billing even after your broadband is switched off.
- Switching to Another Provider: If you’re moving to another provider that also uses the Openreach network (e.g. BT, Plusnet, Sky), the new provider will typically handle the switchover for you. However, it’s still a good idea to notify Onestream directly and confirm your final date of service.
Customer Feedback on Cancellations
In 2025, customer reviews suggest that cancelling Onestream broadband can sometimes be a frustrating process. Common complaints include:
- Long wait times to speak with support
- Emails or written cancellation requests going unanswered
- Continued billing even after requesting cancellation
- Lack of clear instructions for returning routers or cancelling extras
Some users have also reported being surprised by final bills that included charges for services they didn’t realise were still active, such as antivirus subscriptions or technical support add-ons.
Tips for a Smoother Cancellation
To avoid unexpected costs or delays, here’s what many experienced customers recommend:
- Use recorded delivery if you’re posting back a router, so you have proof of returnicky, especially if you try to cancel via email or during promotional periods.
- Call rather than email to cancel — it’s usually quicker and easier to get confirmation
- Request written confirmation of your cancellation date and any final charges
- Cancel any add-ons separately, especially those that were included as free trials
Is Is Onestream Broadband Any Good?
Whether Onestream is a good choice for your home really depends on what matters most to you — low price or hassle-free service.
If your main priority is to keep your broadband bill as low as possible, Onestream is one of the cheapest providers on the market. It regularly undercuts big names like BT, Sky, and Plusnet, especially on entry-level fibre and full fibre deals. You also get unlimited data, a range of FTTP options in many areas, and the flexibility to use your own router — something not all providers support.
But there are trade-offs, and that’s where the provider’s mixed reputation comes in.
Pros
- Low monthly prices: Often the cheapest on comparison sites, especially with promotions
- Unlimited usage: No data caps on any plans
- Full fibre options: FTTP packages available in a growing number of locations
- Bring-your-own-router: Saves rental fees and may improve performance
Cons
- Customer service: Reviews are mixed, with many users citing long wait times and difficulty cancelling
- Add-on charges: Extras like antivirus or support cover are added by default and must be cancelled manually
- Router quality: The basic routers provided on some plans may struggle in larger homes
- Billing issues: Some users report unclear invoices and charges they weren’t expecting
Conclusion
If you’re comfortable managing your account online, setting up your own equipment, and handling the occasional bit of admin, Onestream can offer solid value. It’s especially suitable for households that want fibre or full fibre at the lowest possible price and don’t need extras like bundled security or high-end hardware.
However, if you prefer a smoother, more hands-off experience—with better customer service and everything included upfront—you may want to consider providers like Plusnet, BT, or even Zen. All offer a more polished service, though typically at a slightly higher cost.
In short, Onestream is a great option if you know what you’re signing up for and are proactive about managing extras. But it’s not for everyone—particularly if you expect premium support or want everything handled for you.
Onestream want money for nothing. I’ve been with them since Oct 2022. I’ve now switched because the charges were going up and up without notice. They now want £405 cancellation charge, £99 for an activation fee, & £306 for the rest of the contract. I signed up for a fixed deal, but this was not the case.
I have cancelled the contract with them in the first 2 weeks, now I don`t have account with them, cancelled the direct debit, but I keep getting charges from them. Most scandalous company I have ever dealt with.
Billing errors and frequent poor broadband speed. I cancelled the contract, received and paid the final bill then was billed for another day. Because I had cancelled the direct debit I was charged a £10 fine.
Also I frequently had to report slow broadband speed, it rarely achieved the guaranteed minimum.
I’ll never use Onestream again and I strongly recommend avoiding this supplier.Billing errors and frequent poor customer service
I switched from Now Broadband to OneStream and I am severely regretting it. I lost internet on my ‘go live’ day last week and I am now reliant on pricey mobile data. I spent around 1 hr 20 mins on the phone to Onestream, and made no progress. We have no internet and have also lost caller ID. The move to OneStream has been an absolute disaster with no easy way of contacting them.
Do not even think about getting services from OneStream. They are a rip off company. I was paying £23.50 per month then without notice that increased to £27.50 per month then in Feb 2023, it increased to £52.75 I complained but didn’t get any reply so I cancelled the broadband 2 months ago now I’m being threatened with a bill once again. Do not get OneStream broadband
Disappointed that the price they offered me on the money supermarket website was £19.95 – however they failed to tell me this does not include VAT. Feel like I was misled. Had I known this I would have gone with someone else.
I have changed from talk talk to onestream a month ago, at a similar price. Although neither company are reaching their minimum speeds, the onestream service is better, I am able to stream tv from prime, itvx without it dropping out or freezing. Also I can talk to an operative in around 10 minutes, not have to talk to robots. So far so good I will be switching to a digital phone in a few days and I am keeping my fingers crossed.
Just the fact that they have no status page, cannot be contacted out of hours, bank holidays, or Sundays except by email should be enough to put most people off. Cheaper than BT but it shows. Best stick to a more established supplier.
Very poor service, the advertising package price not including VAT, total price will add VAT on it, and recent test, only 1/3 speeds as package promise speeds limit.
I decided to go with Onestream as I only required an entry-level service and Onestream offered this, what I didn’t realise is I was on an introductory offer which was going to go up and that they have an automatic annual price increase. Both of these factors I suppose I have to accept I either I didn’t read the small print thoroughly enough or failed in my research, either way I accept this but what happened next is just very poor service by Onestream. Whilst on holiday and out of the UK I checked my account on line to find the next due payment had over doubled but i couldn’t find out why so I cancelled the direct debit, Onestream very quickly notified me of the cancellation and gave two contact email addresses that were not available on there web site, i sent out an email to both addresses stating I disagreed with the payment and that I would call them on my return or alternatively to contact me via email, they didn’t contact me but re-instated the direct debit and told me they would try again to which I cancelled the direct debit again and repeated the emails to them, they still didn’t bother to try and contact me instead making a successful third attempt at getting the money from my bank, there has been no customer satisfaction whatsoever, I will never use them again. Very poor service
I agree, the customer service (sic) is virtually non existent, very poor wifi speeds, frequently drops out. I had to engage with Ofcom to get them to react in some way. Now I want to move house, sent them an email, no response..
Onestream exist to make money. They have so far (2 months in), failed to connect my phone properly after transferring. The bills seem to bear no relation to what I agreed. Website is useless. Calling customer services eventually gets through but they can’t or won’t do anything. They automatically billed me for unused McAfee services after “free trial” period ended, despite me not trialling it. Charlatans.
My experience.
I recently moved from BT to Onestream. The move has been a success. The Router arrived two days before the service switch. I lost BT around midnight on the start date and Onestream was live 30 minutes later. The Router may have limited capabilities but with full home coverage, those limitations do not affect me. Speed, 76 down and 18 Mbps up, again, I am happy.
One point, the Router is not free!, after a certain period it is charged at £3.95 per month.
At half the cost of the BT service, I am very pleased.
I am now considering whether I need the Landline that I lost and if I want one, I will certainly give Onestream a chance. It is early days I know but currently I am very happy with the move away from BT.
Onestream is the worst company I have ever dealt with, they seem to think they are above the law. I got fed up with broadband dropping out so cancelled broadband but tried to keep telephone at the time they I tried to set me up with a new contract which I refused as I was not going to take on two contracts. My telephone was cut off then after some conversations on mobiles and then trying to blackmail me – take out the new contract or loose my phone number. Then they reconnected me with a different telephone number on my old contract which previously told me had been cancelled. I then told them I would not renew my telephone service with them unless I got my old telephone number back and I was on a pay as you go system, also telling them that, if they wanted to steal my old phone number, it would cost them £100 per year that phone number had been with me which relates to £3700 they then gave me my number back the day my contract ended. Then I asked was I on the pay as you go system the answer was no we have rolled you over your old contract excluding broadband but I could go elsewhere if I wished. That day I was given a refund for monies owing due to time without phone and told I did not owe Onestream anything . They cancelled my ddm. I temporally set up new ddm as did wish to leave myself wide open as my phone was still live. So I have now gone on to new company. One stream then contacted me saying they were unable to collect monies from my bank (£69.33 + £10 late payment charges for 15 days line rental) They have tried claim that money on old ddm and also made it impossible to pay them direct (they think). They may be trying to keep my old number. However I have asked for breakdown of this bill.
This has to be the worst broadband experience ever.
We have been trying to get anything to work for 6 weeks now and we still have no consistent service.
Going from our old supplier which was faultless and only moved due to cutting costs we were under the illusion the faster but cheaper speed was going to help but its been a pure nightmare.
They are having their routers back in the post and they can go jump on paying any bill.
Just don’t bother with them and pay a bit extra and get a proper service.
I had it put into two properties in different counties both were fine before and it’s not a coincidence that now both have the same issues and at the same time.
As mentioned in this review, Onestream router is not as good as the BT Smart Hub or TalkTalk WiFi Hub and is slow and disconnects frequently. The service is available in my area, but the Fibre 80 plan offers a maximum download speed of 42 Mbps.
Onestream’s prices are definitely affordable considering other providers in my area are less reliable, so I’m hesitant to cancel my current service and switch to another provider.
The service is unreliable and mostly unavailable where you live. I cancelled my service three months before my contract expired due to daily dropouts and slow speed. WiFi is the worst and worst customer service and the poor quality of broadband service can make it difficult for people to use the service. You would not be able to enjoy streaming services like Netflix or Amazon Prime Video because the internet isn’t fast enough for these activities. Never consider connecting more than two devices at the same time, then you’ll just experience lag and slow speeds.