Why Onestream is The One for industry-leading customer service

We’re here to serve! At Onestream we’re committed to being The One for Everyone for fast, brilliant broadband – and an important part of that is being around when you need us.

We know that sometimes our valued customers need a hand – and we never leave you waiting. That’s one of the reasons we’re proud to have some of the best customer ratings in the industry.

Here are some reasons why Onestream customer service is better than the rest.

We don’t keep you hanging on for support

Our customer service teams are fast – a lot quicker than our rivals. When you need some help, as a Onestream customer you’ll get through in seconds – a world away from the long waits customers of other providers have to put up with.

Don’t believe us? We can prove it! We filmed our team calling other internet providers to see how quickly they picked up. The results speak for themselves.

Our average response time for the last two months was under 30 seconds for phone calls, and under 10 seconds for online chat. We don’t believe any of our competitors beat that!

Unless you just LOVE terrible hold music or waiting around for a chat window to update, switch to Onestream for lightning-fast support when you need it most.

Extended opening hours so we’re there when you need us

We listen to customer feedback and monitor the patterns of support calls into Onestream so we can understand why and when we’re needed. That information helps us provide a better service, and it’s why we’ve extended our support hours to make sure our specialists are around when they are needed most.

You’ll find us online on chat and at the end of the phone from 9am to 7.30pm Monday to Friday, and 9am to 4pm on Saturdays and Sundays. That’s more availability of quick-access support than other providers.

Need us outside those times? We can still help through our self-service customer portal, which is open 24 hours a day, every day.

Proactive customer service

At Onestream, we don’t just respond to issues – we actively solve them. If you experience technical difficulties, we’ll take the lead on managing the query and take the headache away from you. When you become a Onestream customer you can expect proactive updates and a personal follow-up call once any issue has been resolved to ensure everything is back on track.

It’s all about us taking on the heavy lifting – putting you first and ensuring you’re supported every step of the way.

Here’s how we outscore the big boys!

When it comes to customer ratings, Onestream is out in front – just look at our TrustScore. A TrustScore is the overall measurement of reviewer satisfaction, based on all the reviews a business receives on Trustpilot.

Onestream’s current rating is 3.9, significantly higher than the category average for the industry, which is just 2.7.

Because we’re not one of the larger providers, we care – and we’re able to put more time into personalised customer service. That’s reflected in our user reviews and ratings.

Here’s how we compare to some of the broadband big names* (you can see their TrustScores and their nearest star rating):

• Plusnet: 2.1
• TalkTalk: 3.0
• Virgin Media: 1.4
• BT: 1.3
• Sky: 1.3
• Onestream: 3.9

As you can see, we’re miles ahead, but we’re not resting there. By listening to customer feedback, relentless staff training and investment in customer service, we’re constantly striving to be The One for five-star customer services.

Outstanding service from the moment you switch

Your experience with Onestream begins from the moment you decide to join us.

We believe that decision is easy to make thanks to our great value, fast speeds, the eco-friendly option to reuse your existing router, personalised wi-fi setup and, of course, our outstanding customer service.

Switching to Onestream is easier than it’s ever been – we were among the first to sign up to the industry’s new One Touch Switch process.

You can find out more about that here – it takes the hassle out of switching providers. You just need to let us know that you’ve chosen Onestream, and then we take care of the rest so you can start enjoying fast speeds and unbeatable service in no time.

Ready to join Onestream?

Sign up today and benefit from industry-leading customer service from a team that cares. With lightning-fast support, extended hours, proactive service, and industry-leading customer satisfaction, Onestream is The One for Everyone.

Use our postcode checker to get started!

* Trustpilot data correct as of 09/12/2024.