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Help and Support

Here’s where you can find the answers to our most asked questions!

Try our search bar to help solve your issue, or browse the categories below

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Technical

You can let us know that you would like to cancel by contacting us on live chat during our opening hours (08:30-17:30, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday ) or you can get in touch with us at the bottom of the Help page.

Please do not cancel your direct debit as this may lead to additional charges being added to your final invoice. All cancellations require 30 days notice.

Yes, however it is your responsibility to pick a compatible router for your connection type. In order to connect your router, you will need the DSL credentials to authenticate with your service. You can get these by contacting us here.

To login to view your bill you will need:

Your Username - this can be found in the email we sent, your previous billing notification email or on the front of your invoice.
Your Email address - this must match the one registered to your account and is the one the billing notification email has been sent to.

To reset your password or to login for the first time, please click the link here, and when directed to the login page click “I don’t know my password” link.

Login / Reset Your Password

The speed that you receive over Wi-Fi is determined by a lot of different factors. If your Wi-Fi is slower than usual, here are the first things we would advise you do.

  1. Reboot your router - your router is just a small computer and can need a reboot sometimes too!
  2. Try using another device, are all devices experiencing slow speeds? If not, it may not be your Wi-Fi that's the problem.
  3. Move your router - the positioning of your router can greatly affect the performance of your Wi-Fi. Thick walls and some metals can obstruct your Wi-Fi signal.
  4. Move it away from your telephone or other electrical devices to prevent interference.
  5. Disconnect devices that don't require access to the internet.

If you've performed these steps are you're still experiencing issues then get in touch. Everyone's homes are different and therefore we can't guarantee speeds over WiFi however we can help you get the best out of your router. Contact us here

In order to determine whether the issue is with the speed delivered to your router or a wireless issue we'll ask you to perform a "hard wired speed test". To do this, simply connect a device to your router using the network cable provided in the box and visit https://speedtest.net. We'll ask you to take a screenshot of your results and email them to us.

It usually takes around 16 days for a new order to go live. In most cases we’ll provide you with a go-live date for your broadband services within 48 hours of placing your order.

Ahead of your go-live date, we’ll send a Onestream router which has been pre-configured to work with your new broadband service. On your go-live date, all you need to do is plug in your router using the instructions provided. If you have any problems, you can contact our customer service team who will be more than happy to walk you through getting everything connected.

It can take up until midnight for your service to go-live.

We send your new router 2 days before your go live date via DHL on a next work day service. When your router leaves our warehouse, we'll send you an email containing tracking details.

Yes, we offer a variety of upgrade options. Get in touch here to discuss the options we have available.

It depends on the installation type and how you're connected at your local exchange. We'll know as soon as we place your order and get a response back from Openreach. If an engineer is required we'll let you know when they are due to visit.

You can pay your bill online using your Onestream account reference here Pay Online

Alternatively, you can pay your bill via your mobile banking app using the following details:

  • Account Name: Onestream Limited
  • Account Number: 46169060
  • Sort Code: 30-98-73
For help with everything, call The Stream Team:

If, like us, you're excited about broadband that's so fast and reliable it makes your hair stand on end, simply get in touch today.

Live Chat

Available Sat 10:00 - 16:00

Give us a call

Available Mon-Fri 08:30 - 17:30

0333 241 4449