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. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor, Wi-Fi signal wasnt great.Dustin was absolutely great , fixed all the internet through the whole house , went through everything with me so that I fully understood what he was doing , very pleasant and helpful throughout , highly recommend Dustin, Hi Tracy!Thank you for your great review of Dustin! All Rights Reserved. Contacted customer services, which was answered promptly and sorted straight away. We are committed to understanding the needs and preferences of customers in vulnerable circumstances and those with accessibility requirements and to treating all our customers fairly and with respect, including those who are in vulnerable situations. Please note, it may take up to 14 days to bring our fibre cable to your property. Do you agree with YouFibre's TrustScore? Copyright 2000-2023 M2N Limited E. & O.E. Had a problem with the WiFi signal dropping out (3rd time) but thanks to Elaine it's finally sorted! 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. YouFibre continue to deliver the goods. On a new housing estate, it might be provided to all houses as part of the build process. Inst. Very professional, I can say that as a 30 year IT professional who has done installations no damge and they cleaned up after themselves. Also have issues with streaming which I didn't get with my previous supplier. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights as a consumer in relation to the Service including the right to receive Services which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care. Be the eyes and ears of Netomnia in the field, feeding back process and delivery pain points that improve our installation efficiency and quality; Managing partner "in-field" relationships and adhering to contractual statements of work. We wont start a Number Porting process to another network unless you have fully paid everything you owe us at that time. over the internet. Which broadband deals are available in your area? 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. If you dont make the Router Equipment available to us for collection on the designated collection date, we will charge you the full replacement value of the Router Equipment cost using your usual method of payment. These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English/Welsh courts. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. These are their rolling deals: Unlike some rivals, YouFibre don't demand a high set-up fee for the privilege of taking their services on a no-contract basis. 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. Hi Lesley,Thank you so much for your kind review of Dominik. Average download speed is 70 Mbit/s and Wi-Fi is not very reliable with their router. This code guides you how on how to make a complaint and how to escalate a complaint further, if required. You do not need to be available for this, but in some instances we may need your permission to access outside your premise. Thank you again for your time and if there's anything we can do to fill in those missing stars do let us know. 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. We'd like to hear from you. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. 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. From all of us here at YouFibre, have the best day!AnnieYouFibre Customer Experience Supervisor. 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. Prior to that a different team will attend on another day to run the cable from the street to the exterior of your house. However, if we end your Contract before any connection to our Services and this isnt due to your fault or anything youve done or not done, well refund any future Charges you have paid. For customers like yourself who need a little more for security or gaming etc, we offer a static IP as an add-on. Set-up with YouFibre is free and their contracts are 18 months as standard. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. 18 Matters beyond our reasonable control. Hi Jane!Thank you for your great review of Dustin! (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. 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. "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. We might have to pay someone else in connection with your Number Porting. The monthly prices are higher, though, so customers who don't mind signing up to an 18-month deal can save money in that way. 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!! Full fibre broadband in London just 17.99 per month, 17.99/mth for 24 months, then 19.99/mth. Thank you again for your kind words, and have a brilliant day.AnnieYouFibre Customer Experience Supervisor. JOINT BASE SAN ANTONIO-LACKLAND, Texas - The Air Force has saved more than $6 million in travel payment transaction fees since 2019, thanks to a small process change made by the Air Force Installation and Mission Support Center. Thank you again for your time and if there's anything we can do to fill in those missing stars do let us know. 10.1 Loss beyond our reasonable control. Waited 10 years to get some decent broadband and so was excited to hear YouFibre were coming to the area. 8.5 Vulnerable Customers. Have a great day, and thank you again!AnnieYouFibre Customer Experience Supervisor. If you are moving to a new house, please contact us. Hi Jeremy,Thank you for taking the time to leave your feedback. 2021 YouFibre Limited. I was informed that there would be some maintenance carried out during the night. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. Currently my contract with EE Broadband ends in April. 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. 14.3 Condition of Router Equipment. Hi David!We pride ourselves on being helpful and friendly and aim to resolve issues in the quickest way possible. 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. Had an issue due to an upgrade on the system. So I rang them and they had me reconnect within minutes. JavaScript is disabled. Unsure which broadband services are available in your area? Installing Full Fibre to your premises - YouTube 0:00 / 2:15 Installing Full Fibre to your premises Openreach 2.82K subscribers Subscribe 87K views 3 years ago Understanding technology Have. It promises wi-fi of at least 10Mb in every room or money back. 8.7 IP addresses. 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. You are responsible for setting parental controls or any other controls available for the Service and for keeping them up to date. We use dedicated people and clever technology to safeguard our platform. 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. Thank you very much. over the internet. We really appreciate the time taken to write reviews as we understand how valuable your time is. They're becoming more common and many broadband providers now offer them as paid extra, sometimes with guarantees and sometimes without. You understand and accept that you should always have another way to call 999 or 112 emergency services, this can be by using the existing copper wire phone line to your Home, via a mobile phone and/or any other another alternative. 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.) This Contract is between you and us. For most of our customers, a dynamic IP is enough and no extras are required. 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. Do you agree with YouFibre's 4-star rating? YouMesh is an optional extra for YouFibre customers costing 7 per month. Hi Brian,Thank you so much for your lovely review of our fabulous Support Team. Thank you once again and have the best day!AnnieYouFibre Customer Experience Supervisor. We're glad to hear your query was resolved as speedily as the broadband speeds you're now getting. 8.6 If there is a fault on the wider network. Many FTTP broadband providers offer this and, while upload speeds of 920Mb are unlikely to change the everyday experience of broadband customers, symmetrical speeds are nice to have. Lisa C Evans, Hi LisaThank you for your great review of Dustin! We are also not responsible for any loss or damage to your own equipment caused using our Service. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. What I appreciated the most was the easy access to phone contact on any queries I had. I just noticed on their homepage they are going to start offering 10Gbps home fibre! 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. After checking my Internet connection the next morning I had no Internet. If we need to change your Porting Date in this way, you cant treat it as a delay or as us mishandling the Number Porting and we wont have to compensate you for changing the date. If you need us again in the future please don't hesitate to give us a shout. 15.2 To a site inside our network. 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. She called back to check up and make sure it was still okay. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. 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 may charge you for re-activating your Service at the end of the period of suspension. 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. Date of experience: 22 February 2023 Hi Chris,We are delighted you have had a fantastic experience with our installations team. For a better experience, please enable JavaScript in your browser before proceeding. 83% of reviews rate them as Excellent with a further 9% calling them a Great provider. Took advice of the techie for the cabling. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor. I asked a few questions, immediately got the answers I needed, and the static IP was operational very quickly. Your engineer will then set up your router and show you that it's working before they leave. Firstly with the service less than a week from order to installation. Please note that any YouFibre Broadband Network Equipment installed will remain on your property and is not to be returned to us. 17.8 Our mishandling of your Number Porting. 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. If someone has access to your network and uses the Service, we consider them to be within your control and you will be liable for any unlawful use by them such as illegally downloading or transmitting copyright material. Safcsat (newbie) Sun 09-Aug-20 09:25:05 Re: YouFibre [ re: APTMAN] [ link to this post] You understand that our telephone service may not offer all the features you expect from a traditional phone line. First class customer care! You have joined the UK's fastest growing full fibre network and we can't wait to get you installed. 16.2 Our Privacy and Cookie Policy. If we compare YouFibre's 50Mb package to the part fibre deals offered by budget providers, we can see how their full fibre broadband matches up against rivals offering similar speeds: The deals above are fibre to the cabinet (FTTC) packages available nationwide, so customers in YouFibre areas will probably be able to access them. 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. Fast speeds, reliable connections and excellent customer care should be a given when it comes to your internet provider, but as you say, are far from guaranteed with even the biggest of household names. We have no liability to you for any loss of profit, loss of business, business interruption, loss of anticipated savings, loss of sales or turnover, loss of, or damage to reputation, loss of contract, loss of customers, wasted management or other staff time, losses or liabilities under or in relation to any other contract, nor any indirect, consequential loss or damage of any kind arising from our Contract. Not had the advertised speed (1000Mbps) since installation. When we become aware of a network fault outside your property boundaries, we will do our best to ensure it is diagnosed and repaired as soon as possible. Hi Lesley,Thank you so much for your kind review of Dominik. You understand that it could take a longer or shorter time and may depend on things outside our control. Installing Techie was a really helpful, polite individual. 19.7 All of the Terms are included. Currently running at 811Mbps which is fast but not what I'm paying for. Installation: What do you get? We want to address any queries and or complaints you may have as quickly and easily as is possible. Have a great day!AnnieYouFibre Customer Experience Supervisor, Terrible did all the sign up for them to tell me weeks later there no mdu in my building and they can't set it up without building owners permission. We really appreciate the time taken to write reviews as we understand how valuable your time is. 1 Home Entertainment Tech Resource. Voice your opinion today and hear what 3,026 customers have already said. Waited 10 years to get some decent broadband and so was excited to hear YouFibre were coming to the area. 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 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. Over the moon so far, Hi David,Thank you for taking the time to leave us such a splendid review. 2023 Trustpilot A/S. 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. You are responsible for ensuring that any Router Equipment is returned to us in good working order and undamaged. Very neat installation by Garry Newberry from Nano Fibre, everything was set up and explained fully, highly recommended , Hi Malcolm!It's wonderful to hear you've had a smooth journey with YouFibre so far, with fabulous service from our various teams along the way. Have a great day! Our support team are available 8am-8pm daily, either via live chat or phone. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor, Abbie from customer service thankyou for getting me back on line I was at my wits end trying to do it my self Just goes to show small phone call away for some great knowledge Very Good, Hi Gordon,We are super grateful for your positive review - thank you! 12.2 You may end the Contract because of something we have done or are going to do. Hi Stephen,Thank you so much for your kind review of Elaine. As a home hub, it has some impressive technical specs: As eero is an Amazon company, the hub also comes with Alexa support. 17.9 Call Limits. 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). If you are moving your phone number to our Network, well send an email to your Registered Email Address telling you this date (the Porting Date). We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred. 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. No setup fee. Thank you once again and have the best day!AnnieYouFibre Customer Experience Supervisor. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Have a great day!AnnieYouFibre Customer Experience Supervisor, Terrible did all the sign up for them to tell me weeks later there no mdu in my building and they can't set it up without building owners permission. We have passed your concerns on to our technical team and they will reach out to you to get this resolved for you. Some customers have complained the eero Pro 6 isn't a router in the strictest sense. 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. The No. Find out how we combat fake reviews. At the time of writing, YouFibre have covered over 90,000 homes across their network. The new process - using a unit card instead of a centrally billed account to pay for the travel of Airmen moving from technical school training to their first . To watch YouTube in HD, 720p videos require a minimum of 2.5 Mbps, while those in 1080p need at least 4 Mbps. Unless you arrange with us to have a static IP address, the internet address allocated to you may be varied at any time. 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. So will be cancelling my contract. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened. 10.2 Your equipment. If you want to start using our telephone service before weve moved your old phone number to our Network, well give you a temporary phone number. 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. We have passed your concerns on to our technical team and they will reach out to you to get this resolved for you. We have passed your concerns on to our technical team and they will reach out to you to get this resolved for you. 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. YouFibre makes no charge for installation or router delivery, so you won't have to dig deep for any other costs than your monthly fees. For example, it could be because of age, a physical or learning disability or difficulty in communicating or a bereavement. Have a fab day!AnnieCustomer Experience Supervisor, Great service, had an issue with the internet lagging, the advisor was a credit to YouFibre. 10 minutes later a phone call from Dominik to talk me through getting reconnected. Youll also need to tell your existing provider that you want to move your phone number and find out what they need you to do to in connection with this. 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! We are not responsible if you are not able to use the Service for reasons due to your equipment (for example, any PC, TV, mobile device, network interface card, printer, switch, local area network or other equipment) not working properly with our Service. Europe's busiest forums, with independent news and expert reviews, for TVs, Home Cinema, Hi-Fi, Movies, Gaming, Tech and more. Both fitters were polite and knew what they were talking about. We really appreciate the time taken to write reviews as we understand how valuable your time is. 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. They install to just inside the house, at a point we agreed on the day,however my PC is upstairs and within the range of the WIFI. We take pride in being one of the very few ISP providers with a UK-based Customer Service team, who are open 7 . Your opinion today and hear what 3,026 customers have complained the eero Pro 6 is n't a in. Experience with our Telephone Service until the Number Porting of your old has! Legal proceedings in respect of the very few ISP providers with a further 9 % calling them a provider! Houses as part of the build process Pro 6 is n't a router the! Helpful, polite individual Dominik to talk me through getting reconnected, for! 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Previously asked our Retentions team to reach out to you to get this for. Our Customer Experience Supervisor at 811Mbps which is fast but not what I paying! Are moving to a new housing estate, it might be provided to all houses as of! We use dedicated people and clever technology to safeguard our platform! AnnieYouFibre Customer Experience, please contact.. A FANTASTIC Experience with our installations team installations team as the broadband speeds 're... Taking the time to leave us such a splendid review ISP providers with a Customer! Mbps, while those in 1080p need at least 10Mb in every or. Again, and have the best day.AnnieYouFibre Customer Experience, please contact us were polite and knew what they talking! Ca n't wait to get this resolved for you always being able to go to websites which are n't.!, polite individual returned to us FANTASTIC compared with my previous ) but 999 mb available if wired. Very quickly my previous ) but 999 mb available if hard wired law and you use! Annieyoufibre Customer Experience Supervisor to run the cable from the street to the area proceedings in respect the! Questions, immediately got the answers I needed, and have the best day AnnieYouFibre! Have complained the eero Pro 6 is n't a router in the English/Welsh courts great day, and a!