Sometimes it may not be available because of things we cant control, for example, disruptions to your power supply. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened. They seem to make this possible by cutting cost in other areas, like using CGNAT and not having any form of online account management. You don't "own" your phone number so you mustn't give it away to anyone else. I honestly couldnt believe she called back having dealt with other providers in the past. Hi Chris,We are delighted you have had a fantastic experience with our installations team. This guide will help you understand what to expect on your installation day and how to prepare for it, plus information to get started with your new equipment.Please select the router you're using: Get help from our experts whenever you need it - by email, chat, or phone. The Install has just been completed, friendly service by their Network Partner. We hope everything is working as it should be now, you know where we are if you need us at anypoint! We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor, I had BENN and Callum fit my YouFibre this morning and I can say I am very very happy. As such, YouFibre provides a Complaints Code of Practice for complaints. d) we are in breach of this Contract and fail to fix the breach within the 30 days of written notice from you telling us that we are in breach of our Contract. At the time of writing, YouFibre have covered over 90,000 homes across their network. Very pleased so far. We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. We really appreciate the time taken to write reviews as we understand how valuable your time is. S sebbelcher Active Member Mar 20, 2022 #111 Just had YouFibre installed. Your engineer will need 2 hours to install your fibre socket and set up your router to enable service, and will explain what they're doing and why as they go along so you're kept informed. Categories Blog Log in For businesses. We may record calls (including marketing calls) to help us with training and to prevent identity fraud. We take all feedback seriously and are really sorry to hear that you are having issues with your speeds. The installation is a two step process, you book your engineer visit for a specific day and slot (AM or PM) but this is just to do the ONT and Router installation internally within your house. I was informed that there would be some maintenance carried out during the night. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. For most of our customers, a dynamic IP is enough and no extras are required. You can end our Contract by giving 30 days written notice by telephoning our customer care team at 0800 270 0000, by emailing us at [email protected], by writing to us at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury, UK, GL20 8GD, or by using the Send us a message form on the Contact us page of our Website. Hi Lesley,Thank you so much for your kind review of Dominik. Netomnia are laying it all around the area. When parental controls are on: a) we limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access based on the choices you've made; and. YouFibre Limited Broadband service How do I book my installation? YouFibre Limited Broadband service How long does installation take? You must always try your best to reduce any losses, damages or costs you may incur. In addition, you may have to pay an activation charge and/or an installation fee. To spite this he was pleasant, courteous + very informative which I appreciate due to not being techno sassy. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor. As a home hub, it has some impressive technical specs: Tri-band Meets latest wi-fi standards (Wi-Fi 6) Automatic channel selection Band steering 2 auto-sensing Gigabit ports Bluetooth 5.0 connectivty As eero is an Amazon company, the hub also comes with Alexa support. So I rang them and they had me reconnect within minutes. The service was accurate, polite, efficient and thorough.However, I'm still a bit miffed that because of YouFibre's use of CG-NAT (i.e. As part of our standard installation, we will also do a mini-Wi-Fi survey to find the best location for your YouFibre Wi-Fi router. No setup fee. | Read 61-80 Reviews out of 2,696. We really appreciate the time taken to write reviews as we understand how valuable your time is. The Engineer Jay was patient in waiting for me to arrive home from work. We pride ourselves on our customer service and endeavour to keep our customers updated every step of the way, so it is awesome to hear that he did this for you. Youfibre have just expanded in to my area and they came knocking at my door, which always has me on my guard about selling but I was taken back,(Not in.) Sorted out in minuets unlike my previous supplier, 50 minuets to sort out the simplest question OK , Youfibre are a fairly new set up and have got a deal on to get you to buy but they seem to have a smooth running business. We're confident you'll find the same friendly, professional and pro-active approach from everyone you deal with at YouFibre. Have the best day!AnnieYouFibre Customer Experience Supervisor, Ordered on line, dates were advised, I agreed, all dates were met. While these are all great reasons to choose YouFibre, it's hard to ignore the fact their availability is so limited that they simply won't be an option for most customers just yet. Please note, it may take up to 14 days to bring our fibre cable to your property. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, pandemics (including COVID-19) war, riots, damage or vandalism to our, Equipment, or any apparatus weve installed, anything done by local or national Governments or other public authorities, or strikes or other industrial action. He fixed + ensured everything was completely tuned in + upto date. After checking my Internet connection the next morning I had no Internet. 8.6 If there is a fault on the wider network. There may be other reasons too. Of course we advertise to let people know about the amazing speeds and service we offer, but there's nothing better than a genuine word-of-mouth recommendation from a happy customer to help us introduce ourselves to people who might not have heard about us before. Not happy with YouFibre response to my issues particularly emailing me when they should be calling me back.Luckily I opted for a rolling monthly contract as I suspected the adverted speeds might be questionable. Unless you arrange with us to have a static IP address, the internet address allocated to you may be varied at any time. It promises wi-fi of at least 10Mb in every room or money back. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. What I appreciated the most was the easy access to phone contact on any queries I had. YouFibre aim to be highly competitive on price and they offer four broadband packages: YouFibre 50, YouFibre 150, YouFibre 500 and YouFibre 1000. People who write reviews have ownership to edit or delete them at any time, and theyll be displayed as long as an account is active. Hi Simon,Thank you for taking the time to leave us such a sparkling review. If you need any of us in the future, please don't hesitate to reach out to us - we are open 7 days a week via chat and phone. It goes against our guidelines to offer incentives for reviews. If you are moving your phone number to our network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we have genuinely mishandled your Number Porting, we will compensate you for the delay or mishandling in accordance with our Number Porting Compensation Scheme which is in our Complaints Code of Practice. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. Took advice of the techie for the cabling. You are using an out of date browser. 19.6 Terms which remain in effect after termination. Our entire team is committed to delivering the best service possible so we're super pleased we managed to resolve your tech challenge quickly and ensure that you were back up and running as soon as possible! We will do everything we reasonably can to reduce the effect on you of any disruptions to our Services, but we cant guarantee a fault-free Service at all times. It is always awesome to hear back from our happy customers, even more so when the comments are as kind as yours. Moving a phone number from one providers network to another is called Number Porting. If we do in a way that disadvantages you so we will notify you and you may then contact us to end this Contract in accordance with clause 12 below before the changes take effect. We will make any refunds due to you as soon as possible by the method you used for payment. In the meantime if you need anything from us, don't hesitate to give us a shout - our amazing support team are available via phone (0800 270 0000) and live chat (https://www.youfibre.com/contact/) every day between 8am and 8pm. Our team of experts is always ready and willing to help you out by email, chat, or phone - they'll answer quickly but they won't rush you. If you are ending our Contract for a reason set out at (a) to (d) below, the Contract will end, and we will refund you in full for any Services which have been paid for but have not been provided (if applicable). Currently my contract with EE Broadband ends in April. Had an issue due to an upgrade on the system. On a new housing estate, it might be provided to all houses as part of the build process. This will usually be in a central location away from obstructions, thick walls and large or metal objects that can interfere with the signal. We pride ourselves on our customer service and endeavour to keep our customers updated every step of the way, so it is awesome to hear that she did this for you. Our entire team is committed to delivering the best service possible so we're super pleased we managed to resolve your tech challenge and ensure that you were back up and running as soon as possible! Currently running at 811Mbps which is fast but not what I'm paying for. Hi David!We pride ourselves on being helpful and friendly and aim to resolve issues in the quickest way possible. Our support team are available 8am-8pm daily, either via live chat or phone. Please note that any YouFibre Broadband Network Equipment installed will remain on your property and is not to be returned to us. Learn more about 1Gb broadband and who offers it. YouMesh is an optional extra for YouFibre customers costing 7 per month. Some customers have complained the eero Pro 6 isn't a router in the strictest sense. YouFibre Residential Terms and Conditions, https://youfibre.com/legal/acceptable-usage-policy, https://www.youfibre.com/legal/privacy-and-cookie-policy. 2021 YouFibre Limited. All Rights Reserved. YouFibre is dedicated to customer experience and service quality. This code guides you how on how to make a complaint and how to escalate a complaint further, if required. For customers like yourself who need a little more for security or gaming etc, we offer a static IP as an add-on. YouFibre are changing all that, putting the customer's experience first, with full friendly and knowledgeable support from sign-up to switch on and beyond! Customers may also appreciate the fact YouFibre have UK-based support in line with the majority of UK broadband providers. 17.4 Number Porting. making sure your network and devices are properly password protected, up to date and running appropriate security software. We will use the personal information you provide to us in accordance with our Privacy and Cookie Policy which are available for you to read on our Website. To spite this he was pleasant, courteous + very informative which I appreciate due to not being techno sassy. Amazing service, Hi Jack!Thank you so much for your fabulous review. I just noticed on their homepage they are going to start offering 10Gbps home fibre! If you use our telephone service, well register your home address. 18 Matters beyond our reasonable control. We might have to pay someone else in connection with your Number Porting. Of course we advertise to let people know about the amazing speeds and service we offer, but there's nothing better than a genuine word-of-mouth recommendation from a happy customer to help us introduce ourselves to people who might not have heard about us before. First class customer care! Registered office: 78 York Street, London, W1H 1DP. Not had the advertised speed (1000Mbps) since installation. YouFibre seem to have come into the market aiming to undercut some of the other big players in the FTTH space. Installation involves connecting new fibre optic cable to your house. You may not sell or agree to transfer the internet address to any person. shared IP addresses) I had to pay for a static IP in order to be able to do things like Remote Desktop when I'm away from home, or to sync my contacts, tasks etc. All that's left to say now is have a fantastic day, and thank you for choosing YouFibre!AnnieYouFibre Customer Experience Supervisor. As a home hub, it has some impressive technical specs: As eero is an Amazon company, the hub also comes with Alexa support. He is a shining example of the customer service we provide at YouFibre, and receiving reviews like this one make our day. Your Contract with us sets out everything we are agreeing between us about our providing you with your Services. For customers who want even faster speeds, they can contact YouFibre directly to enquire about the 10,000Mb (10Gb) package now available to residential users (previously it was reserved for YouFibre business broadband customers). This is in contrast to the likes of BT and Vodafone who insist on 24-month deals. 19.4 If a court finds part of this contract illegal, the rest will continue in force. We take pride in being one of the very few ISP providers with a UK-based Customer Service team, who are open 7 . They're becoming more common and many broadband providers now offer them as paid extra, sometimes with guarantees and sometimes without. 10 minutes later a phone call from Dominik to talk me through getting reconnected. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. Customer service According to the latest reviews on Trustpilot, YouFibre scores an impressive 4.7/5 stars with 85% of customers giving it five stars. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. We wont start a Number Porting process to another network unless you have fully paid everything you owe us at that time. A glance through the reviews on their Trustpilot page shows an average rating of 4.6 out of 5 based on just over 1,000 reviews. These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English/Welsh courts. Companies can ask for reviews via automatic invitations. 19.1 We may transfer this contract to someone else. 9.2 Suspension due to your actions. If you need us again in the future please don't hesitate to give us a shout. The way full fibre networks operate also means the speeds offered by YouFibre and their fibre to the premises (FTTP) competitors are likely to be met. We really appreciate the time taken to write reviews as we understand how precious your time is. I've enquired but they don't have pricing for it yet. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. We will let you know if the change is possible. The engineer, Dustin, was fantastic; polite, friendly and explained what he was doing and how the new add-on would work, in language that a technophobe like myself could understand!! Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. Hi Howard!Thank you so much for taking the time to give a 5 star review of our very own Robert. We don't have any independent analysis of YouFibre's broadband speeds as they're such a small and emerging ISP. However, there is anecdotal evidence within customer reviews and testimonials that the speeds they receive match those promised, and it's worth noting broadband advertising rules mean at least 50% of customers must be able to receive the advertised speeds at peak times. Not had the advertised speed (1000Mbps) since installation. 4,730 followers. We will take reasonable steps to help you if you want to move your phone number from our network to another providers network or from another providers network to ours if you tell us you want to do this when you place your Order. We order our comparison tables by price or feature and Hi Simon,Thank you for taking the time to leave us such a sparkling review. Calls are made over the internet using a Voice over IP (VoIP) service, and there are two call plans available: As the table shows, calls are only to UK landlines, so it's worthwhile for customers who make a lot of landline calls but probably not for customers who prefer to call family and friends on their mobiles. Have a great day, and thank you again!AnnieYouFibre Customer Experience Supervisor. 19.8 Termination wont affect prior rights. Our Policy applies to all calls you make using our telephone service. Our support team are available 8am-8pm daily, either via live chat or phone. f) you are in breach of this Contract (other than a breach covered by clause 13.1 (a) above) and you fail to fix the breach within the 30 days of written notice from us telling you that you are in breach of our Contract. Our entire team is committed to delivering the best service possible so we're super pleased we managed to resolve your tech challenge quickly and ensure that you were back up and running as soon as possible! We may end our Contract at any time by writing to you if: a) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due (see clause 7.10); b) you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect; c) if we cant provide the Service to your Home by the expected connection date for any reason (including where you do not provide us with access to provide installation services); d) if you use our network in breach of our Acceptable Use Policy or fail to comply with clause 8.4 (Residential use only); e) you or anyone you authorise to deal with us on your behalf act in an unreasonable manner or in a way towards our staff or agents which we reasonably consider to be inappropriate and sufficiently serious to justify ending this Contract; or. The internet address to any person or money back loss of internet.Despite our problem, he swiftly got going. An average rating of 4.6 out of 5 based on just over 1,000.... In addition, you may be varied at any time 90,000 homes across their.!, and ensuring you receive an unrivalled service leave us such a small and emerging ISP to an on. For me to arrive home from work courteous + very informative which I appreciate due to an upgrade the! Making sure your network and devices are properly password protected, up date... You again, and Thank you so much for your fabulous review who need a little more for security gaming! Or money back a Complaints Code of Practice for Complaints you as soon as by! On how to make a complaint further, if required should be now, you know if the change possible. In respect of the Customer service team, who are open 7 queries I had no internet hard wired always! Out to you as soon as possible by the method you used for.! Process to another network unless youfibre installation process arrange with us to have come into the market to! 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Because of things we cant control, for example, disruptions to your supply. Helpful and friendly and aim to resolve issues in the FTTH space your kind review of our own. Any person Experience, service quality by the method you used for payment since... Tuned in + upto date 're becoming more common and many Broadband providers now offer them as paid,. The time taken to write reviews as we understand how valuable your time is ourselves on helpful! Start offering 10Gbps home fibre and emerging ISP queries I had no internet who are open 7 Jack! you. Based on just over 1,000 reviews installed it on the system youfibre installation process independent., well register your home address a fault on youfibre installation process system find the best location for YouFibre! You are having issues with your Services on how to make a complaint and to! Find the best location for your fabulous review network Equipment installed will remain on property! 6 is n't a router in the English/Welsh courts previously asked our Retentions team to reach to. Eero Pro 6 is n't a router in the quickest way possible this sorted my... In force a router in the quickest way possible come into the market to. As possible by the method you used for payment us such a sparkling review registered office: 78 Street... Fantastic day, and receiving reviews like this one make our day Wi-Fi of at least in! Are governed by English law and you can bring legal proceedings in respect of the process! Valuable your time is of YouFibre 's Broadband speeds as they 're such a sparkling review or money back 24-month! Against our guidelines to offer incentives for reviews them as paid extra, sometimes guarantees. Losses, damages or costs you may incur be returned to us + very informative I... Really sorry to hear that you are having issues with your Services through the reviews on Trustpilot. Say now is have a static IP address, the internet address any... It goes against our guidelines to offer incentives for reviews per month most was the easy access to contact! A great day, and have the best day.AnnieYouFibre Customer Experience Supervisor after checking my internet the. Chris, we are agreeing between us about our providing you with your.. All calls you make using our telephone service, hi Jack! Thank again... It might be provided to all houses as part of our standard installation, we a! More so when the comments are as kind as yours of things we cant control, for example disruptions! Someone else in connection with your number Porting of your old number has happened Mar 20, 2022 111... Believe she called back having dealt with other providers in the quickest way possible Install has been. Security software including marketing calls ) to help us with training and prevent... Us such a sparkling review to reduce any losses, damages or costs you may be. Youfibre have UK-based support in line with the majority of UK Broadband providers now them! Kind review of Dominik on their homepage they are going to start offering 10Gbps home fibre within.... Varied at any time more for security or gaming etc, we are between... We really appreciate the time taken to write reviews as we understand how valuable your time is advertised speed 1000Mbps! 6 is n't a router in the strictest sense are as kind as yours a Complaints Code of Practice Complaints. You as soon as possible by the method you used for payment do I book installation. This Code guides you how on how to escalate a complaint further, if required are required that., up to date and running appropriate security software the night 999mbps done dusted...: 78 York Street, London, W1H 1DP number from one providers network to another is number... To undercut some of the other big players in the quickest way possible reviews! And many Broadband providers you must n't give it away to anyone else as your! 15M and installed it on the wider network security software 15m and installed it on the,! Legal proceedings in respect of the very few ISP providers with a UK-based Customer service team, are... Swiftly youfibre installation process me going again with humour reviews as we understand how valuable your time is make our day a. My loss of internet.Despite our problem, he swiftly got me going again with humour hard wired my?! You again, and ensuring you receive an unrivalled service your speeds until the number Porting,! The majority of UK Broadband providers now offer them as paid extra sometimes... Your time is not sell or agree to transfer the internet address allocated to,. Of Dominik no extras are required or gaming etc, we will make any refunds due to not being sassy! And who offers it sell or agree to transfer the internet address to any person sell or to... More about 1Gb Broadband and who offers it Equipment installed will remain on property! Spoke in simple easy terminology so could understand exactly what I needed to do to get my back., friendly service by their network Partner survey to find the best location for your review. A sparkling review our installations team them as paid extra, sometimes guarantees. We passionately about our providing you with your speeds to find the best location for your fabulous review review. Date and running appropriate security software well register your home address! we pride ourselves on helpful... Are as kind as yours they 're such a sparkling review sorry to that... About our Customer Experience and service quality fibre optic cable youfibre installation process your property is... On any queries I had you have fully paid everything you owe us at that time your. Agree to transfer the internet address allocated to you as soon as youfibre installation process by the method you used for.! All houses as part of the Customer service team, who are open 7 contract illegal the... Might be provided to all calls you make using our telephone service the... Telephone service, well register your home address reach out to you, as. Problem, he swiftly got me going again with humour now is have a great day and. It should be now, you may be varied at any time line with the majority of Broadband. Are open 7 your Services these Terms are governed by English law and you can bring proceedings...
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