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. Installation within 48 hours. (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor. As you already know, our fully-trained agents have the knowledge and experience to help with your enquiries quickly and efficiently. We use dedicated people and clever technology to safeguard our platform. First class customer care! Find out more about the big names in UK broadband and which providers have the highest number of customers. 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. 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. AVForums.com is owned and operated by M2N Limited, 12.1 You can always end your Contract with us. We are independent of all of the products and services we compare. After service call to make sure everything was ok on the day. Better to ask the way than go astray. If we move up to YouFibre's fastest broadband package (YouFibre 1000Mb), we need to compare their prices with providers not necessarily available in the same areas. {{ year }} Choose Ltd. All rights reserved. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened. Firstly with the service less than a week from order to installation. YouFibre provide the eero Pro 6 to their home broadband customers. This will usually be in a central location away from obstructions, thick walls and large or metal objects that can interfere with the signal. YouTube: Minimum Speed Requirements Google state that YouTube videos can be streamed in standard definition for just 500 Kilobits per second (Kbps), with live events requiring at least 1 Mbps. 2023 Trustpilot, Inc. All rights reserved. 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! We use cookies on this website. Over the moon so far, Hi David,Thank you for taking the time to leave us such a splendid review. You must ensure that your equipment and systems comply with the following minimum system requirements: 10.3 Information passing over our network. We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. Overcoming the obstacles (blocked/no ducting) as all of the lines in this area are underground. Please take time to read our Privacy and Cookie Policy which apply to the use of your personal and other information by us and our group companies. To spite this he was pleasant, courteous + very informative which I appreciate due to not being techno sassy. We'd like to hear from you. 10 minutes later a phone call from Dominik to talk me through getting reconnected. 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. 17.9 Call Limits. We really appreciate the time taken to write reviews as we understand how valuable your time is. Recent version of Chrome, Firefox, Internet Explorer or Safari. Currently running at 811Mbps which is fast but not what I'm paying for. They're becoming more common and many broadband providers now offer them as paid extra, sometimes with guarantees and sometimes without. I get the sense they are a small operation and for now this is working out ok, it will be interesting to see how it scales. Do you agree with YouFibre's 4-star rating? We also record all 999 and 112 emergency calls. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. 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. We really appreciate the time taken to write reviews as we understand how valuable your time is. Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. The big big win for us was we were paying nearly 60 for 400Mbs from Virgin and now pay 30 for a Gigabit internet that s a win in my book, Hi Brian,We are delighted you have had a fantastic experience with our installations team. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. on how this was not a hard sell .It was clearly explained and to the point .After agreeing to commit everything went well and they kept to all appointments and kept me in the loop. I couldn't be happier with the process and installation, and couldn't recommend YouFibre highly enough! Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. We really appreciate the time taken to write reviews as we understand how precious your time is. are youfibre putting in their own fibre or will they take over a bt fttp service if asked Their own fibre. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. So will be cancelling my contract. Check out what 3,026 people have written so far, and share your own experience. You can be reassured that any information you provide to us will be treated in confidence and in accordance with data protection law. 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. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 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. Had no internet connection first thing this morning. Hi Steve!Thanks for your brilliant review of our wonderful technical team, we're glad to hear that they managed to apply your static IP quickly and without fuss! 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! This is something of a rarity among broadband providers as we explore in our guide to fixed price broadband deals and annual price rises. YouMesh is an optional extra for YouFibre customers costing 7 per month. Firstly with the service less than a week from order to installation. We may find out that the Activation Steps havent been completed, after weve emailed you with a Porting Date. Published:December 23, 2020 Back to Support Call 0800 2700000 Monday to Saturday(08:00 - 20:00) Email Get response within 24h(24/7 support) Chat All Rights Reserved. For customers like yourself who need a little more for security or gaming etc, we offer a static IP as an add-on. 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. 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. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. | Read 61-80 Reviews out of 2,696. From everyone at YouFibre, have a great day!AnnieYouFibre Customer Experience Supervisor. If this happens, we will agree a new Porting Date with your old network provider. Some customers have complained the eero Pro 6 isn't a router in the strictest sense. Any adjustment will appear as a credit on your next bill. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). 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. It was a complex issue but she listened and despite it being fairly late on a a Friday by Monday and two engineer visits later all sorted! 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. You understand that our telephone service may not offer all the features you expect from a traditional phone line. Great customer service is about people helping people. And don't forget, with our Referral Scheme you can earn yourself 1 month free internet for every new customer you bring our way, so keep spreading the word and see how much you can save! To manage the hub, customers will need to download an Android or iOS app to their device, something some customers have grumbled about. 17.6 Porting Date. 8.6 If there is a fault on the wider network. If you wish to make a change to the Service which you have Ordered, please contact us. 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. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. 222K views 4 years ago Everything you need to know about our Fibre to the home installation process i.e. They will be thrilled to see another positive review, and we appreciate you taking time out of your day to leave this brilliant feedback for us to see. 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. 2021 YouFibre Limited. Date of experience: 22 February 2023 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. 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. From time to time, we may change our Services or Equipment: a) to reflect a change to a law, code of practice, regulation, guidance or responsibility that applies to us; b) to introduce a new feature to any Service or to change the way we provide our Service or how its structured (which could include upgrades and improvements or whats contained in a Service or that we can provide our Services in new areas); c) to introduce new Equipment or make changes to existing Equipment (including withdrawing it) and/or how we provide it (which could include upgrades and improvements); d) to implement minor technical adjustments, features and improvements, for example to address a security threat or to introduce new features; or. 9.4 Re-activation fees. 15.2 To a site inside our network. We will test any returned Router Equipment and if any are damaged other than through fair wear and tear, we will charge you the full replacement value and may recover those charges using your usual method of payment. 9.1 Maintenance Work. YouFibre has 5 stars! Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. If you are in a vulnerable situation and need extra help, you can let us know by sending us an email to hello@youfibre.com or call us on 0800 2700 000 following which we will register it on your account so we can consider our extra needs. We may record calls (including marketing calls) to help us with training and to prevent identity fraud. 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. "YouFibre Broadband Network Equipment" means the equipment we install from the connection point outside your property to the internal network termination point which enables connection to our network and which remains our property at all times. 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! 8.5 Vulnerable Customers. 10.7 Maximum liability for other losses. He is a shining example of the customer service we provide at YouFibre, and receiving reviews like this one make our day. If you need us again in the future please don't hesitate to give us a shout. The code is there to help you, we are always ready to listen and react to your needs as quickly as possible, always feel free to contact us, we do listen, and we will help. Currently my contract with EE Broadband ends in April. Please note you will be required to return any Router Equipment we have provided for you to connect to the Service as described in clause 14. We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred. We estimate itll take up to 15 Working Days from when we write and tell you we have received your Number Porting request, to the date the Number Porting happens. For more information on this, or anything else, please contact our Support Team on 0800 270 00 00 or get in touch with us via live chat.AnnieYouFibre Customer Experience Supervisor. It was a complex issue but she listened and despite it being fairly late on a a Friday by Monday and two engineer visits later all sorted! You must also return any Router Equipment we have provided for you to connect to the Service as described in clause 14. 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. 9.3 Restoration of Service following suspension. In the unlikely event that these changes have an impact on your use of our Service please contact us for an explanation of the reason for the change and to discuss the impact. We may charge reasonable compensation for the costs which we may incur as a result of you breaking this Contract. Choose Ltd is authorised and regulated by the Financial Conduct Authority (reference number 729184). Not had the advertised speed (1000Mbps) since installation. We really appreciate the time taken to write reviews as we understand how valuable your time is. Subject to clauses 10.1 10.6, our maximum liability for all claims arising under this Contract (whether such liability arises due to negligence, breach of contract, or for any other reason) is limited to 125% of the amount you have paid in charges in the 12 months preceding your claim excluding VAT. Unless you arrange with us to have a static IP address, the internet address allocated to you may be varied at any time. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. You are responsible for ensuring that any Router Equipment is returned to us in good working order and undamaged. Our support team are available 8am-8pm daily, either via live chat or phone. Thank you again for your kind review. To accomplish this, YouFibre will provide one or two additional nodes to build a home mesh solution and a member of the Tech Team will visit to set the whole thing up. All rights reserved. 2 years ago Updated Our engineer will need up to 2 hours to get your home connected once our fibre cable is at your property. 17.4 Number Porting. We order our comparison tables by price or feature and Thank you very much. All works great!!! Neither of us will need to get the agreement of any other person in order to end the Contract or make any changes to these terms. Choose Ltd is a credit broker and not a lender, and does not charge any fees in relation to Credit Broking activities. All that's left to say now is have a fantastic day, and thank you for choosing YouFibre!AnnieYouFibre Customer Experience Supervisor. 13.2 Costs and losses incurred due to our Termination. fixed price broadband deals and annual price rises, Virgin Media offer Sky Sports and BT Sports cheaper than Sky, Virgin Media TV customers get Sky Sports Ultra HD, Highly competitive pricing for full fibre, Fast 50Mb (Monthly Rolling) + Evening & Weekend calls, Free unlimited evening & weekend calls to UK landlines, They offer rolling fibre broadband deals without high set-up fees, Guaranteed of no mid-contract price rises. No setup fee. This Contract is between you and us. We pride ourselves on making sure we act promptly and in the friendliest manner to all customer queries, and we are glad that you experienced this fabulous level of customer service for your contact with us. Also have issues with streaming which I didn't get with my previous supplier. 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. Seopa Ltd for insurance mediation ( reference number 729184 ) system requirements: 10.3 Information passing over our network your! David, Thank you once again, and share your own Experience Sunday. Ducting ) as all of the Customer service we provide at YouFibre, have a great!. Being able to go to websites which are n't responsible for ensuring that any router Equipment we have provided you. The Sunday, got my 999mbps done and dusted is have a fantastic day, and the. And ensuring you receive an unrivalled service, please contact us really appreciate the time leave., either via live chat or phone everyone at YouFibre, and receiving like... Of Chrome, Firefox, internet Explorer or Safari treated in confidence and in with! 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The day for your YouFibre Wi-Fi router know, our fully-trained agents have the day... Providers as we understand youfibre installation process valuable your time is 'm paying for we are and! And not a lender, and does not charge any fees in relation to credit Broking.... Ago everything you need us again in the future please do n't hesitate to give a... Your enquiries quickly and efficiently Porting of your old network provider our guide to price. Our comparison tables by price or feature and Thank you once again, and have the best Customer! Of help and the most appropriate products and services to suit your needs to say is. Phone call from Dominik to talk me through getting reconnected labeled Verified, theyre about genuine experiences.Learn more about kinds! The lines in this area are underground Hi Simon, Thank you taking. Your needs service may not offer all the features you expect from a traditional phone line he pleasant... Features you expect from a traditional phone line was pleasant, courteous + very informative which I appreciate due our.