Help and Support

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.

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.

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 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.

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

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 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.