Priority: What It Is & How It Works

Priority is our optional enhanced support service, designed to give you faster help, better protection, and more hands-on support when something goes wrong.

There are three Priority tiers – Core, Plus, and Pro – so you can choose the level of support that suits your home and how you use your broadband.

The higher the tier, the more hands-on help, protection, and proactive support you receive.

Priority Core
Priority Core is designed for customers who want faster fixes and priority handling without paying for in-home or device-level support.

With Priority Core, you get:

• Screen-share support to fix things properly
• Faster router replacements
• Real-time outage updates
• External network fault cover
• £5/day compensation after the first two days

Priority Plus
Priority Plus includes everything in Priority Core, and adds hands-on technical support for issues that aren’t always classed as external faults.

With Priority Plus, you also get:

• Help even if the issue is inside your home
• Missed installation appointment? You get priority on the next engineer
• Wi-Fi and setup help done with you
• Virtual engineer support
• Prioritised for faults and engineer visits

Priority Pro
Priority Pro includes everything in Priority Plus, and adds proactive monitoring and guarantees for customers who rely heavily on their connection.

With Priority Pro, you also get:

• Proactive network monitoring to detect issues early
• A Wi-Fi performance guarantee
• Support for connected devices and smart home tech

Is Priority required?

No – Priority is completely optional.

All customers still receive standard support and statutory compensation where applicable. Priority simply enhances the speed, level, and scope of support you receive.

Does Priority guarantee no outages?

No broadband service can guarantee zero outages.

Onestream Priority focuses on:

• Faster response
• Better communication
• Greater support
• Improved compensation

rather than promising uninterrupted service.

Previously called “Onestream Assured”

If you were previously subscribed to Onestream Assured, this has now been replaced by Priority. Your new tier will reflect the closest equivalent level of support.