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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

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 for first time / Reset Your Password

You can let us know that you would like to cancel by contacting us on live chat during our opening hours (08:30-20:00, 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 additional charges being added to your final invoice. All cancellations require 30 days notice.

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 difference and therefore we can't guarantee speeds over WiFi however we can help you get the best out of your router. Contact us on live chat during our opening hours (08:30-20:00, Monday-Friday - Saturday 10:00-16:00 - Closed Sunday) or by emailing faults@onestream.co.uk.

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.

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 on live chat during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday) or you can get in touch with us at the bottom of the Help page.

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 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 dispatch routers 5 days before your service is due to go-live. Once dispatched, we'll send you an email containing a tracking reference. Routers are dispatched on a 48 hour standard delivery via Hermes.

Yes, we offer a variety of upgrade options. Get in touch to discuss the options we have available by using our live chat service during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday).

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.

You can change your WiFi password at anytime by logging into your router via the admin page. Providing you have made no other changes to your router, you can access the admin page from any smart phone or computer by following the steps below.

Warning: We strongly advise you do this from a computer whilst cabled into your router using the network cable provided in the box. Doing this via WiFi could lead to you disconnection and problems saving the new configuration.

  1. Enter https://192.168.1.1 into your web browser to load the admin page of your router.
  2. Locate the username and password on the back of your router and enter these details to the browser.
  3. Hover over the Wireless setting then select the gear icon to access WiFi settings.
  4. Update the password in the 'Wireless password' field.
  5. Select save.

Your new password has been set! Please be aware that we're unable to reset this password for you so be sure to record your new password in a safe place. Any devices previously connected will need to be updated with the new password in order to restore access to the internet.

It's really important that we have up to date contact information for you. If anything changes, please let us know as soon as possible. You can do this by speaking to us on live chat during our opening hours (08:30-20:00, Monday-Friday - 10:00-16:00, Saturday - Closed Sunday)

Can't find what you're looking for?

If you're a customer, you can get in touch by providing the email address you used to create your account.