Frequently Asked Questions

BROADBAND & PHONE LINE

BROADBAND, PHONE LINES AND ROUTERS ARE POVIDED BY ONESTREAM LIMITED AND SUBJECT TO ONESTREAM TERMS AND CONDITIONS

In most cases you’re able to transfer your existing number over to us. When there are circumstances that prevent us from being able to transfer your number, we’ll contact you before proceeding with the order.

It usually takes around 14 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 won’t need to tell your current provider that you’re leaving unless you’re a Virgin Media customer. If you’re with any other provider, we’ll contact them to let them know that we’ll be taking over your services.

No. All of our packages are totally unlimited.

During the order journey we’ll provide you with an estimate of the speed you will receive. Factors such as the distance from your home to the exchange, weather and line quality can affect line speed.

The speed of a broadband connection is measured in megabits per second (Mbps). You can measure the speed of your current broadband connection by visiting https://www.speedtest.net/

When signing up, we’ll provide you with a minimum guaranteed speed. If at any point during your contract you do not receive the minimum guaranteed speed we promised, you should contact us. We’ll work to resolve this issue with you until you are at least receiving the minimum guaranteed speed.

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.

If you’re moving home you may be able to take our services with you. All we ask is that you contact us at least 14 days in advance so that we can check availability at your new address. Where we are unable to provide the same service at your new address, we will offer you another equivalent service.

FINANCE

FINANCE IS PROVIDED BY ETIKA (A TRADING NAME OF ETIKA FINANCE UK LIMITED) AND IS SUBJECT TO THEIR TERMS AND CONDITIONS

Finance is provided by etika Finance UK Limited (etika). Verdura Rewards Limited acts as a credit broker and not a lender and only introduces customers to etika Finance UK Limited.

etika (a trading name of etika Finance UK Ltd), a company authorised and regulated by the Financial Conduct Authority under registration number 697658.  etika Finance UK Ltd is a UK registered company, registration number 07440512 with registered offices at WeWork, No 1 Spinningfields, Quay Street, Manchester, M3 3JE. www.etika.com

Consumer credit service is provided by etika Finance UK Ltd trading as etika

Customers are able to contact etika if they wish to speak about their loans on telephone 0800 028 9321 or e-mail hello.uk@etika.com or read answers to their most Frequently Asked Questions here: https://etika.com/uk/customer/faqs.html

Your application may only be considered if:


  • You are over 18 years of age
  • You are employed at least 16 hours per week or retired and in receipt of a private or company pension, receiving certain benefits e.g. disability (Job Seekers Allowance is not allowed), or prove other means of support e.g. self-employed income.
  • You have a good credit history with no late payments, debt relief orders, CCJs, IVAs or bankruptcies
  • You are a permanent UK resident and able to supply a UK address history for the last 3 years
  • Have a valid email address and can access it
  • You are not a student (unless employed at least 16 hours per week) or unemployed single house person
  • We welcome application from retired individuals, in receipt of a private or company pension (aged 50 or over at date of application)

Please ensure your application is completed accurately to maximise the chances of your application being accepted. A decision will be made based on credit history available from credit bureaus as well as using public registers such as the electoral roll.

Please note that meeting the above criteria does not guarantee finance acceptance

Our finance provider etika (the lender) offer an interest bearing finance option to help you spread the cost of your purchase over 12 or 18 months.

The value of the loan needs to be over £279.00 and you can choose a deposit from 10% up to 50% of the total value of the goods.

The approximate monthly payment is detailed on each product page and a full representative example based on your actual purchases will be provided before confirmation of order, you will be able to select your deposit level here too.

You will need to pass a credit check and make an initial upfront payment which will vary depending on the product you choose.

You need to agree to an online consumer credit agreement (19.9% APR) with etika (etika Finance UK Ltd) (the "lender"). You must complete and enter into the credit agreement for yourself, not on behalf of anybody else, and use your own bank account

Simply add the purchases to your basket and select etika at checkout. You’ll then be taken to the application form, which takes just a few minutes to complete.

You will need to pass a credit check and make an initial upfront payment which will vary depending on the product you choose.

You need to agree to an online consumer credit agreement (19.9% APR) with etika (etika Finance UK Ltd) (the "lender"). You must complete and enter into the credit agreement for yourself, not on behalf of anybody else, and use your own bank account details

To start your credit application, add the product you wish to buy to your basket. On Check Out please ensure you select “Pay by Finance”. Once the checkout procedure is finished you will then be asked to fill out your details such as your name, address history for the last 3 years, employment details and bank details for direct debit by etika.

This only takes a few minutes and in most cases an instant decision can be returned. Sometimes decisions may need to be referred for manual checks, which may only be carried out during working hours. You will be notified of the decision by email once these are complete if this is the case.

If your application is unsuccessful and you have already paid a deposit this will be refunded automatically within 3-5 working days.

If your application is successful your order will be fulfilled.

If you decide to proceed with a full application.

we will ask your permission to approach the credit reference agency for a complete search of your credit report, referred to as a 'hard credit check'. Each hard check is recorded on your report, so organisations searching it will be able to see that you've applied for credit.

All applications are subject to status and application.

Transunion,

Consumer Service Team,

PO Box 49

Leeds

LS3 1WZ


https://www.transunion.co.uk/consumer/credit-report-help

Telephone: 0330 024 7574

Unfortunately we are not given a reason by the lender, so we are unable to comment on individual applications. If you believe your application should have been accepted please note that sometimes applications can be declined due to incorrect information being given. Please ensure your address history is entered correctly and is the same as registered with your bank and the electoral roll (if applicable).

If you have paid a deposit this will be refunded automatically within 3-5 working days.

If you want to see your credit report you can get a copy from:

Transunion,

Consumer Service Team,

PO Box 49

Leeds

LS3 1WZ


https://www.transunion.co.uk/consumer/credit-report-help

Telephone: 0330 024 7574

Your initial deposit is payable by credit or debit card. Once your order has been shipped we will notify the credit lender. Payments are then taken automatically by direct debit. For more information, please see your credit agreement.


ETIKA CONTACT INFORMATION

Customers are able to contact etika if they wish to speak about their loans on telephone 08000289321 or e-mail support.uk@etika.com or read answers to their most Frequently Asked Questions here:https://etika.com/uk/customer/faqs.html