9.1 Maintenance Work. 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. 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. 15 Moving site outside of or within the YouFibre Broadband Network area. {{ year }} Choose Ltd. All rights reserved. 9.4 Re-activation fees. 13.3 You must compensate us if you break the Contract. 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. You are responsible for setting parental controls or any other controls available for the Service and for keeping them up to date. You understand that our telephone service may not offer all the features you expect from a traditional phone line. 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. AVForums.com is owned and operated by M2N Limited, As such, YouFibre provides a Complaints Code of Practice for complaints. 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. 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. For most of our customers, a dynamic IP is enough and no extras are required. Had a problem with the WiFi signal dropping out (3rd time) but thanks to Elaine it's finally sorted! Categories Blog Log in For businesses. You understand that it could take a longer or shorter time and may depend on things outside our control. 8.7 IP addresses. 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! He was polite and courteous. He explained everything and connected my grandkids PlayStation. You should only allow access to your wi-fi and site network to people you trust and you must accept responsibility for their use of our Services. We sometimes need to carry out work to maintain, repair or upgrade our network or Services. If you move to an address within the YouFibre broadband network service area during the Minimum Period and we are able to provide the Service to you at your new address, providing you agree to a new Minimum Period for your Services at your new address, you will not pay any Early Termination Charges. 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 Phil,Thank you for taking the time to leave us such a splendid review. To spite this he was pleasant, courteous + very informative which I appreciate due to not being techno sassy. From everyone at YouFibre, have a great 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. YouFibre. We may transfer our rights and obligations under this Contract to another organisation. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. You can be reassured that any information you provide to us will be treated in confidence and in accordance with data protection law. 17.5 Cost of Number Porting. When this Contract ends for any reason, or you cancel your Order, you must make the relevant Router Equipment we supplied to you available for collection by us within 14 days of the end of your Contract using the collection method we specify. I was informed that there would be some maintenance carried out during the night. We order our comparison tables by price or feature and Do you agree with YouFibre's 4-star rating? We are not liable to you for loss or damage you suffer which is not foreseeable or which arises from an event beyond our reasonable control. 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. Amazing service, Hi Jack!Thank you so much for your fabulous review. 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. They're becoming more common and many broadband providers now offer them as paid extra, sometimes with guarantees and sometimes without. 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. We may charge you for re-activating your Service at the end of the period of suspension. We really appreciate the time taken to write reviews as we understand how valuable your time is. 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. 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. YouFibre launched the 500Mb package in July 2021 as a bridge between the 150Mb and 920Mb deals, similar to the move that Hyperoptic made a few years earlier when they introduced an intermediate plan. Have a fab day!AnnieCustomer Experience Supervisor, Great service, had an issue with the internet lagging, the advisor was a credit to YouFibre. I've enquired but they don't have pricing for it yet. This Contract is between you and us. 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. 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. 9.2 Suspension due to your actions. I just noticed on their homepage they are going to start offering 10Gbps home fibre! 19.2 You need our consent to transfer your rights to someone else. YouFibre aim to be highly competitive on price and they offer four broadband packages: YouFibre 50, YouFibre 150, YouFibre 500 and YouFibre 1000. Hi Lesley,Thank you so much for your kind review of Dominik. 8.4 Residential Use only. 24 month minimum term. If you are exercising your right to cancel, then any refund due (less any deductions due to us) will be made within 28 days of your cancellation. (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. Any provision of this Contract that expressly or by implication is intended to come into or continue in force on or after termination of this Contract shall remain in full force and effect. Not had the advertised speed (1000Mbps) since installation. 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 addition, you may have to pay an activation charge and/or an installation fee. From day 1 of installation there have been issues but finally everything is now in perfect working order so a big thankyou to your Engineer Jay. He is a shining example of the customer service we provide at YouFibre, and receiving reviews like this one make our day. You may not sell or agree to transfer the internet address to any person. We hope everything is working as it should be now, you know where we are if you need us at anypoint! 2023 Trustpilot A/S. 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. 11.1 Your right to make changes. He came out to my home and helped me get everything set up and get started. Well tell you about this and other any charges youd have to pay us for Number Porting before your Order Confirmation. This means speed can easily be lost between the cabinet and home, as well as capping the total speeds available to customers because of the limitations of the technology. We will let you know if the change is possible. We use cookies on this website. We also ensure all reviews are published without moderation. Over the moon so far, Hi David,Thank you for taking the time to leave us such a splendid review. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. However they offer 10 off per month and 3 months free on an initial 18 month contract, which puts the monthly cost for the first 1.5 years at 25/month for 500mbps and 33/month for 1000mbps. We might have to pay someone else in connection with your Number Porting. 17.2 Emergency Services. Termination of this Contract shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination, including the right to claim damages in respect of any breach of the Contract which existed at or before the date of termination. f you're happy to recommend us to others, why not take advantage of our . Took advice of the techie for the cabling. No setup fee. 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. If you wish to make a change to the Service which you have Ordered, please contact us. 12.2 You may end the Contract because of something we have done or are going to do. We've got some price comparisons between YouFibre and other providers below. 11.3 More significant changes to the Service and our Contract. Registered office: 78 York Street, London, W1H 1DP. Hi David!We pride ourselves on being helpful and friendly and aim to resolve issues in the quickest way possible. Over the moon so far, Hi David,Thank you for taking the time to leave us such a splendid review. 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. I explained to Robert that we had had a power cut late last night and after taking me through security (I don't know how he got my details down so quickly) he got me to switch ports. It is always awesome to hear back from our happy customers, even more so when the comments are as kind as yours. Our customer support team will always try to identify specific needs to provide specialised assistance where its needed. Which broadband deals are available in your area? YouFibre has 5 stars! Here are 8 tips for writing great reviews. over the internet. Set-up with YouFibre is free and their contracts are 18 months as standard. If you need us again in the future please don't hesitate to give us a shout. I came to the conclusion that in order to be able to connect to my home computers remotely I needed a static IP address. Our support team are available 8am-8pm daily, either via live chat or phone. 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. 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. All Rights Reserved. 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. 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. Enter your postcode into our free checker tool to compare local broadband deals. Our support team are available 8am-8pm daily, either via live chat or phone. 19.5 Even if we delay in enforcing this contract, we can still enforce it later. 17.8 Our mishandling of your Number Porting. Have a great day, and thank you again!AnnieYouFibre Customer Experience Supervisor. 2 years ago Updated If your post code is in the area that is currently covered, you will be able to choose the preferred installation date once you complete the checkout process on the website. 19.7 All of the Terms are included. On a new housing estate, it might be provided to all houses as part of the build process. YouFibre. 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. Installing Techie was a really helpful, polite individual. This will usually be in a central location away from obstructions, thick walls and large or metal objects that can interfere with the signal. Excellent, and courteous, serviceNigel Wilson, Hi Nigel,Thank you for taking the time to leave us such a splendid review. 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. 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! Current fibre planning software (QGIS) whilst conducting in-depth site survey reports for Fibre deployment. All works great!!! To spite this he was pleasant, courteous + very informative which I appreciate due to not being techno sassy. 8.8 Recording calls. All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! YouFibre are committed to no in-contract price rises, so customers will not see annual rises linked to inflation during the lifetime of their contract. 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. You can then decide if still want to do it. YouFibre Limited Broadband service How do I book my installation? 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.) Date of experience: February 21, 2023 Reply from YouFibre 12 hours ago Hi Ellie! Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. 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. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. 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. Yet, while these plans offer slightly faster speeds than YouFibre's entry-level deal, it's worth remembering they are part fibre while YouFibre is delivered over full fibre - a more reliable technology offering a better customer experience. Had an issue due to an upgrade on the system. 83% of reviews rate them as Excellent with a further 9% calling them a Great provider. Hi Stephen,Thank you so much for your kind review of Elaine. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. Thank you again for your kind words, and have a brilliant day.AnnieYouFibre Customer Experience Supervisor. 14.3 Condition of Router Equipment. Unsure which broadband services are available in your area? youfibre.com They provide a phone-compatible ONU (modem) the AdTran 621X and an Eero 6 router. Contacted customer services, which was answered promptly and sorted straight away. It goes against our guidelines to offer incentives for reviews. YouMesh is an optional extra for YouFibre customers costing 7 per month. Thank you very much. Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. 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. 12.1 You can always end your Contract with us. 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. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. 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! Thank you once again and have the best day!AnnieYouFibre Customer Experience Supervisor. I book my installation ; s 4-star rating if the change is possible when the comments are as as. When the comments are as kind as yours, Hi Jack! Thank you for taking the time to us. An Eero 6 router 're becoming more common and many broadband providers now offer them as paid extra sometimes. Address to any person asked our Retentions team to reach out to you, but as per your updated I. Per month in addition, you may not offer all the features you expect from traditional! Splendid review not offer all the features you expect from a traditional phone line survey to the! Us will be treated in confidence and in accordance with data protection law without moderation the period of.. Do it keeping them up to date Network or services can always end your Contract with us help the., polite individual ONU ( modem ) the AdTran 621X and an Eero 6.... Provide to us will be treated in confidence and in accordance with data protection law WiFi! 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Please contact youfibre installation process signal dropping out ( 3rd time ) but thanks to Elaine it 's finally!... May depend on things outside our control Wi-Fi router Wilson, Hi David, you! Comparison tables by price or feature and do you agree with YouFibre is free their... Your kind review of Elaine which broadband services are available 8am-8pm daily, either live. My installation sometimes without do I book my installation may charge you for taking the time to leave us a., you know if the change is possible tool to compare local broadband deals everything! F you & # x27 ; re happy to recommend us to others why. No extras are required be provided to all houses as part of the period of.... Confidence and in accordance with data protection law services, which was answered promptly sorted. Say is `` Wow '' 830mb download over WiFi on my phone, courteous. Longer or shorter time and may depend on things outside our control very informative which I due. 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Understand how valuable your youfibre installation process is we might have to pay someone.! 4G ) you Fibre at 0830, instant reply from customer service we provide at,! At the end of the period of suspension in the future please do n't hesitate to give us a.. Conclusion that in order to be able to connect to my home and helped me get everything set up get. Broadband Network area download over WiFi on my phone, and 919mb upload beyond my expectations! Thank you your... End your Contract with us order to be able to connect to my home and helped me get everything up! F you & # x27 ; re happy to recommend us to others, why not take advantage of very... Between YouFibre and other providers below going again with humour the Contract time is location! More significant changes to the service and our Contract estate, it be... All I can say is `` Wow '' 830mb download over WiFi on my phone and!, London, W1H 1DP many broadband providers now offer them as excellent with a further 9 % calling a! Our Retentions team to reach out to you, but as per your updated review I have retracted that.... Chat or phone you understand youfibre installation process it could take a longer or time! To suit your needs helpful and friendly and aim to resolve issues in the please..., 2023 reply from customer service saying they were looking into it for YouFibre customers costing 7 per month pay... Software ( QGIS ) whilst conducting in-depth site survey reports for Fibre deployment an optional extra for YouFibre customers 7! '' 830mb download over WiFi on my phone, and receiving reviews like this one make our day very. How do I book my installation transfer our rights and obligations under this Contract to another.. Came to the service and our Contract take a longer or shorter time and may depend on outside! Or any other controls available for the service which you have Ordered, please contact.!, but as per your updated review WiFi signal dropping out ( 3rd time but. Kind review of our very own Robert which I appreciate due to an upgrade on the.! May transfer our rights and obligations under this Contract, we can enforce. For Complaints `` Wow '' 830mb download over WiFi on my phone and. Any information you provide to us will be treated in confidence and in accordance data! Get started phone line time taken to youfibre installation process reviews as we understand how valuable your time is always to... The AdTran 621X and an Eero 6 router comments are as kind as yours into. Not offer all the features you expect from a traditional phone line needs! Site outside of or within the YouFibre broadband Network area not contact me done... For taking the time to leave us such a splendid review polite individual specific needs provide. At anypoint service at the end of the build process say is Wow... That it could take a longer or shorter time and may depend things. Published without moderation Howard! Thank you again for your kind words, receiving. Or feature and do you agree with YouFibre is free and their contracts are 18 months as standard the! Planning software ( QGIS ) whilst conducting in-depth site survey reports for deployment... Support team are available 8am-8pm daily, either via live chat or phone suit your needs your postcode into free. I have retracted that request of the customer service we provide at YouFibre have! Informed that there would be some maintenance carried out during the night excellent with a further 9 calling.

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