We signed up for the 1000 Mbps package in July 2024 after OneStream assured us fibre was already available in our building. This turned out to be untrue. We waited six months for installation, and when we tried to cancel before we even got wifi due to the delay, we were told we'd owe around £1,000 in cancellation fees. The service finally went live in January 2025. We were promised £42/month. In April, this increased to £52 — a combination of a RPI+7% price hike to £47 (outrageous in itself) and a hidden £5/month charge for a service called OneStream Assured, which we never knowingly agreed to. (Apparently, it was hidden deep in the contract). Our actual broadband speed has never exceeded 30 Mbps, far below the guaranteed minimum of 400 Mbps. At peak times, it's as low as 5 Mbps, making it borderline unusable for working from home. In May, I formally requested cancellation of OneStream Assured through a support ticket on their website. They ignored this and continued billing me. I then cancelled my Direct Debit and lodged a complaint, asking to leave the contract. Their response: a £450 cancellation fee plus a £25 fee for cancelling the Direct Debit — even though the remaining value of the contract is only £350. This kind of penalty is likely unlawful under consumer law. Adding insult to injury, they are now offering the same ‘high speed’ package to new customers for £34.50 — 36% less than what we’re paying. We are in the process of escalating our complaint to the regulator. I strongly advise anyone considering OneStream to look elsewhere. We've paid hundreds of pounds for essentially non-functional internet, and now face hundreds more to leave. A quick Google search will show you this is not an isolated case