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The Advertising Standards Authority (ASA) has banned a website advert for Hampshire-based broadband ISP Onestream after it “misleadingly” failed to include information about two “free” product trials, which automatically renewed for a fee and were added to the cost of the plan during the checkout process.
The promotion itself, which was first seen in June 2026, displayed the contract term of the package, its speed, monthly rental and activation fee. But one person complained that the advert was misleading because the package included “two subscriptions that could not be removed [and] were added to the cost of the plan during the checkout process“.
In its defence, Onestream argued that at the time the ad was seen, the Priority Plus and McAfee Multi Access services were presented in the checkout journey as optional additions, which customers could remove if they did not wish to include them. The ISP then stated that, as part of an “ongoing review“, those services had since been removed from the checkout journey and were now only available as optional extras for consumers who actively chose to add them.