If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end our Contract (see clause 12). Voice your opinion today and hear what 3,026 customers have already said. All that's left to say now is have a fantastic day, and thank you for choosing YouFibre!AnnieYouFibre Customer Experience Supervisor, The excellent speed of reply, efficient resolution of the connection problem.knocking Sky into a cocked hat. 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. He was polite and courteous. 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! Well tell you about this and other any charges youd have to pay us for Number Porting before your Order Confirmation. 8.7 IP addresses. From everyone at YouFibre, have a great day!AnnieYouFibre Customer Experience Supervisor. YouFibre continue to deliver the goods. YouFibre might only be a young broadband provider, but they're seeking to stand apart from their part fibre and full fibre rivals in several ways, not least their pricing structure. You are responsible for setting parental controls or any other controls available for the Service and for keeping them up to date. Have the best day!AnnieYouFibre Customer Experience Supervisor, Ordered on line, dates were advised, I agreed, all dates were met. Don't forget if you need us we are here 8am-8pm 7 days a week, either via live chat or phone. Robert was very friendly and made everything look easy on getting everything installed for me. Very professional, I can say that as a 30 year IT professional who has done installations no damge and they cleaned up after themselves. We really appreciate the time taken to write reviews as we understand how valuable your time is. We use dedicated people and clever technology to safeguard our platform. Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. Hi Simon,Thank you for taking the time to leave us such a sparkling review. For a better experience, please enable JavaScript in your browser before proceeding. YouFibre Residential Terms and Conditions, https://youfibre.com/legal/acceptable-usage-policy, https://www.youfibre.com/legal/privacy-and-cookie-policy. We've got a full guide to fibre broadband without a contract. Not had the advertised speed (1000Mbps) since installation. Do you agree with YouFibre's TrustScore? If you need us again in the future please don't hesitate to give us a shout. Netomnia are laying it all around the area. 12.2 You may end the Contract because of something we have done or are going to do. Get insider tips and the latest offers in our newsletter. 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. Choose Ltd is a credit broker and not a lender, and does not charge any fees in relation to Credit Broking activities. Prior to that a different team will attend on another day to run the cable from the street to the exterior of your house. If you want a static IP address, and there is one available, we may be able to offer you one, though youll have to pay an additional charge. Registered office: 78 York Street, London, W1H 1DP. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. 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. 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! In addition, from time to time, we may make other more significant changes to our Services, Equipment or to our Contract. 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. Installation: What do you get? All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! Had no internet connection first thing this morning. If you ask for Number Porting, the new and old network providers need to work together to get the new network ready for your phone connection. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. 16.1 How we will use your personal information. 9.4 Re-activation fees. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. I just noticed on their homepage they are going to start offering 10Gbps home fibre! 17.8 Our mishandling of your Number Porting. 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. 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. 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! 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. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. We also record all 999 and 112 emergency calls. 9.2 Suspension due to your actions. Back on line by 9am. 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. Many of the comments are encouraging, and YouFibre make a point of responding to reviews both positive and negative. He was polite and courteous. 17.3 Registration of your home address. over the internet. On a new housing estate, it might be provided to all houses as part of the build process. The PlayStation was not connected.Dustin the Youfibre service engineer came early. The PlayStation was not connected.Dustin the Youfibre service engineer came early. 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. Which broadband deals are available in your area? 17.2 Emergency Services. The Engineer Jay was patient in waiting for me to arrive home from work. Hi Jeremy,Thank you for taking the time to leave your feedback. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). 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 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 . Back on line by 9am. 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! Lisa C Evans, Hi LisaThank you for your great review of Dustin! Thank you very much. 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. 10.1 Loss beyond our reasonable control. 2023 Trustpilot A/S. Please select the router you're using: Need to speak to us? 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. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. 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! 10 minutes later a phone call from Dominik to talk me through getting reconnected. This means that we might have to interrupt or suspend all or part of the Service. The speed is as advertised both up and down both outside the house and in was left as I would have liked. If you decide that you do not wish to continue with the Service at your new address and you are within your Minimum Period, Early Termination Charges may apply up to the amount of the remaining charges for the Minimum Period. 19.10 Complaints. Very pleased so far. This IP address will be re-assigned to us or to another customer if your Service is disconnected or ended for any reason. If you use our telephone service, well register your home address. Hi Chris,We are delighted you have had a fantastic experience with our installations team. 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.) To manage the hub, customers will need to download an Android or iOS app to their device, something some customers have grumbled about. They seem to make this possible by cutting cost in other areas, like using CGNAT and not having any form of online account management. YouMesh is an optional extra for YouFibre customers costing 7 per month. Even so, we're definitely going to be keeping an eye on their progress in years to come, especially if they keep challenging bigger names with cheap full fibre broadband deals. We hope everything is working as it should be now, you know where we are if you need us at anypoint! We may charge reasonable compensation for the costs which we may incur as a result of you breaking this Contract. If we suspend our Telephone Service under this Agreement, youll still be able to dial 999/112 using our Telephone Service, as long as theres no power failure or failure in the Network. Our Policy applies to all calls you make using our telephone service. b) websites are sorted for blocking by our supplier. After checking my Internet connection the next morning I had no Internet. 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. Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. 2021 YouFibre Limited. Cat5e or Cat6 Ethernet cable to facilitate your wired connection. 18 Matters beyond our reasonable control. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. Highly recommend. YouFibre is dedicated to customer experience and service quality. 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. 11.1 Your right to make changes. 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. 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. 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