Onestream Limited Under Investigation for Automatic VPN Enrollment

Ofcom has launched an investigation into Onestream Limited, a broadband provider serving approximately 100,000 households, following allegations of enrolling customers in a paid Virtual Private Network (VPN) service without their consent. The issue came to light when customers received an email informing them they had been automatically opted into a 30-day "free trial" of NordVPN, with a subsequent charge of £4.95 if they did not cancel. This practice, known as inertia selling, is prohibited under consumer legislation. The email from Onestream indicated that the VPN service was independent of their broadband offerings, suggesting that customers would continue to receive NordVPN even if they switched providers. Onestream clarified that the offer was initially available to a limited number of qualifying customers and emphasized that customers needed to activate the service by clicking a link in the email. They also stated that no customer data was shared with NordVPN and that the company would cover the costs of the free trial. In addition to the VPN service, Onestream automatically enrolls new customers in its "Onestream Assured" service, which promises priority call-outs and waived charges. However, customers have reported inconsistencies in the service's delivery. This is not the first time Onestream has faced scrutiny, as the company has previously been fined by Ofcom for other regulatory breaches. The ongoing investigation raises concerns about consumer rights and the ethical practices of broadband providers.