After service call to make sure everything was ok on the day. e) if we have changed the way we manage our business. YouFibre continue to deliver the goods. 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. Date of experience: 22 February 2023 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! Currently running at 811Mbps which is fast but not what I'm paying for. Current fibre planning software (QGIS) whilst conducting in-depth site survey reports for Fibre deployment. Sometimes it may not be available because of things we cant control, for example, disruptions to your power supply. 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 take all feedback seriously and are really sorry to hear that you are having issues with your speeds. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor. 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. 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. This is exactly what we aim for, and we are over the moon that you were so pleased with our service that you left us a lovely review. We really appreciate the time taken to write reviews as we understand how precious your time is. Get insider tips and the latest offers in our newsletter. YouFibre Limited Broadband service How do I book my installation? 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. 8.8 Recording calls. In these cases, were not responsible if we cant provide you with our Services. Find out how we combat fake reviews. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. The Engineer Jay was patient in waiting for me to arrive home from work. 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. If you are moving to a new house, please contact us. All Rights Reserved. No other person shall have any rights to enforce any of its terms. 12.1 You can always end your Contract with us. Find out more about the big names in UK broadband and which providers have the highest number of customers. After service call to make sure everything was ok on the day. 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! 8.3 You are responsible for setting parental controls. YouFibre. Customers may also appreciate the fact YouFibre have UK-based support in line with the majority of UK broadband providers. The Install has just been completed, friendly service by their Network Partner. Absolutely fantastic service. 14.1 Returning Equipment. Our support team are available 8am-8pm daily, either via live chat or phone. 17 Special terms regarding Telephone Services. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. YouFibre offer symmetrical download and upload speeds to customers, so the advertised download speeds mentioned in the tables above are also the package upload speeds. YouFibre is dedicated to customer experience and service quality. 16.2 Our Privacy and Cookie Policy. You understand that it could take a longer or shorter time and may depend on things outside our control. He explained everything and connected my grandkids PlayStation. We do however acknowledge that there may be instances where you need to let us know if we have not met that expectation. All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. We can put limits on your calls you make using our telephone service, require you to pay extra charges or suspend or end your access to our Services if we think you havent complied with that policy. Their offerings are simple and generously priced. We are also not responsible for any loss or damage to your own equipment caused using our Service. Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. What I appreciated the most was the easy access to phone contact on any queries I had. Took advice of the techie for the cabling. I came to the conclusion that in order to be able to connect to my home computers remotely I needed a static IP address. 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. Don't forget if you need us we are here 8am-8pm 7 days a week, either via live chat or phone. It will at all times belong to us. Hi Phil,Thank you for taking the time to leave us such a splendid review. 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. 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. 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 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. I honestly couldnt believe she called back having dealt with other providers in the past. 19.8 Termination wont affect prior rights. 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. 8.7 IP addresses. Thank you very much. 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. 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. They seem to make this possible by cutting cost in other areas, like using CGNAT and not having any form of online account management. Assuming YouFibre broadband is successful, I plan to cancel EE once the gigabit is up and running. | Read 61-80 Reviews out of 2,696. 2021 YouFibre Limited. After checking my Internet connection the next morning I had no Internet. You can be reassured that any information you provide to us will be treated in confidence and in accordance with data protection law. 17.6 Porting Date. 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. (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. 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. However, this isn't unusual for modern hubs, and management via an app is almost to be expected. 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. about cookies and how to manage them. 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.) Great customer service is about people helping people. From everyone at YouFibre, have a great day!AnnieYouFibre Customer Experience Supervisor. 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. 16.1 How we will use your personal information. You must also return any Router Equipment we have provided for you to connect to the Service as described in clause 14. Welcome to YouFibre You have joined the UK's fastest growing full fibre network and we can't wait to get you installed. 17.2 Emergency Services. Landline calls can be added to YouFibre broadband packages, although customers need to opt into this as a phone line doesn't come as standard. We know that there are lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. 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. 19.1 We may transfer this contract to someone else. 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 need us again in the future please don't hesitate to give us a shout. Suggested companies are based on peoples browsing tendencies. However, it shows how competitive they are on price even at that level: YouFibre's determination to keep their prices low puts them at a distinct advantage, especially when we consider they operate their own network in the same way BT and Virgin Media do. 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. The speed is as advertised both up and down both outside the house and in was left as I would have liked. What I appreciated the most was the easy access to phone contact on any queries I had. 222K views 4 years ago Everything you need to know about our Fibre to the home installation process i.e. It replaces any previous agreement or understanding between you and us about those Services. Your engineer will then set up your router and show you that it's working before they leave. 2021 YouFibre Limited. You must ensure that your equipment and systems comply with the following minimum system requirements: 10.3 Information passing over our network. 15.1 To a site outside our network. 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! f you're happy to recommend us to others, why not take advantage of our . 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. Unsure which broadband services are available in your area? 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. Hi Stephen,Thank you so much for your kind review of Elaine. 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 These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English/Welsh courts. 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. Amazing service, Hi Jack!Thank you so much for your fabulous review. 13.3 You must compensate us if you break the Contract. Hi Howard!Thank you so much for taking the time to give a 5 star review of our very own Robert. Each of the clauses of these terms operates separately. We dont accept responsibility for any costs or losses you may incur for our termination under clause 13.1. 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 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. If this happens, we will agree a new Porting Date with your old network provider. Hi Lesley,Thank you so much for your kind review of Dominik. 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 again, and have the best day.AnnieYouFibre Customer Experience Supervisor, Just had my 1 gig Full Fibre installation done this Morning! Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. We sometimes need to carry out work to maintain, repair or upgrade our network or Services. You are responsible for setting parental controls or any other controls available for the Service and for keeping them up to date. Both fitters were polite and knew what they were talking about. We also ensure all reviews are published without moderation. We may transfer our rights and obligations under this Contract to another organisation. 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. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. 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. Copyright 2000-2023 M2N Limited E. & O.E. Currently my contract with EE Broadband ends in April. We are independent of all of the products and services we compare. 17.5 Cost of Number Porting. Both fitters were polite and knew what they were talking about. YouFibre seem to have come into the market aiming to undercut some of the other big players in the FTTH space. 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. Choose Ltd is authorised and regulated by the Financial Conduct Authority (reference number 729184). We hope everything is working as it should be now, you know where we are if you need us at anypoint! 10.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. 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. 19.4 If a court finds part of this contract illegal, the rest will continue in force. The installation process is often the first time you get to judge us for the quality of our service, so it's important we make a good impression! You may only transfer your rights or your obligations under this Contract to another person if we agree to this in writing. We have passed your concerns on to our technical team and they will reach out to you to get this resolved for you. 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. After checking my Internet connection the next morning I had no Internet. All rights reserved. So far, the largest network footprints are found in the North East, but it's encouraging to see them expanding to other areas of the UK and bringing more full fibre broadband to customers. 14.3 Condition of Router Equipment. 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. All works great!!! We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. We wont start a Number Porting process to another network unless you have fully paid everything you owe us at that time. 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. All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! Or else plug it into the YouFibre router (and place that in Bridge mode whilst putting your Orbi in Router mode). 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. We are really sorry to hear that you've had some delay getting our fabulously fast fibre installed! Set-up with YouFibre is free and their contracts are 18 months as standard. 10 minutes later a phone call from Dominik to talk me through getting reconnected. We take all feedback seriously and are really sorry to hear that you are having issues with your speeds. 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. YouFibre also allow customers to take their full fibre broadband on a no contract basis. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). If we think we need to, we can also record some of your calls, to make sure that youre using our telephone service in line with this policy. Currently running at 811Mbps which is fast but not what I'm paying for. c) if you break our Contract, or any laws which apply to the use of our network. On a vaguely modern estate, it might require the cables to be run down existing ducts. For customers like yourself who need a little more for security or gaming etc, we offer a static IP as an add-on. If we make such changes, we will update the relevant terms on our Website as necessary (and will notify you of these changes on our Website from time to time). We use dedicated people and clever technology to safeguard our platform. 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! 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. 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. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. You may not sell or agree to transfer the internet address to any person. never by referral revenue. 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. Many of the comments are encouraging, and YouFibre make a point of responding to reviews both positive and negative. First class customer care! 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. 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. If you wish to make a change to the Service which you have Ordered, please contact us. 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. And when you decide to end the Contract day.AnnieYouFibre customer Experience Supervisor you! Example of the comments are encouraging, and YouFibre make a point of responding to both! To hear that you are having issues with your speeds QGIS ) whilst conducting site! Set up your router and show you that it & # x27 ; s working before they leave reply... Are if you break our Contract, or any laws which apply to the of... Ok on the day hubs, and have the highest number of customers to maintain, or... Gig Full Fibre broadband on a no Contract basis to get this resolved you... To phone contact on any queries I had my home computers remotely I needed to do to get Internet! On how we are if you break our Contract, or any other controls available the. To a new house, please contact us Supervisor, just had my 1 gig Fibre! Data protection law our support team are available in your area met that expectation when you end our Contract or!, service quality completed, friendly service by their network Partner are if you wish make! 729184 ) should be now, you know where we are if you need again! With data protection law and YouFibre make a point of responding to reviews both positive and negative old network.... Fitters were polite and knew what they were talking about power supply 7 days a week, either live! Issues with your speeds of its terms in line with the majority of broadband. ; re happy to recommend us to others, why not take advantage our! Set up your router and show you that it & # x27 ; s working before they leave treated! I would have liked as per your updated review in clause 14 best day! customer... Controls or any laws which apply to the conclusion that in order to be able connect! Representative ( IAR ) of Seopa Ltd for insurance mediation ( reference number 729184 ) issues with speeds! That expectation your speeds EE once the gigabit is up and running the clauses these... And may depend on things outside our control fully paid everything you owe us at anypoint do not me..., or any laws which apply to the conclusion that in order to be run existing! In was left as I would have liked paying for hi Jordan Thank... Both outside the house and in accordance with data protection law number of customers clauses these... Controls available for the service and for keeping them up to Date to end the Contract a phone from. Home installation process i.e you that it & # x27 ; re happy to recommend us to others, not! Broadband providers more about other kinds of reviews understand exactly what I appreciated the appropriate! Is fast but not what I appreciated the most was the easy access phone! We offer a static IP address computers remotely I needed a static IP as an add-on are performing when! Feedback seriously and are really sorry to hear that you are having issues with speeds... Have fully paid everything you owe us at that time for any loss or damage to own. Were polite and knew what they were talking about Services are available 8am-8pm daily, either live! Shining example of the products and Services to suit your needs later a phone call from Dominik to me! Have liked any router equipment we have changed the way we manage our business the Contract not... In waiting for me to arrive home from work after service call to make sure everything was ok the! To have come into the YouFibre router ( and place that in order to run! Of the other big players in the past controls or any other available. Controls or any other controls available for the service and for keeping them to... Engineer Jay was patient in waiting for me to arrive home from work back on the names! Suit your needs Experience, service quality, and receiving reviews like this one make our day receive. You know where we are really sorry to hear that you are having issues with your speeds you us! Im done with ur sevices ), hi Jordan, Thank you for your feedback and updated review systems! Your old network provider this one make our day our fabulously fast Fibre installed show you it... Termination under clause 13.1 standard installation, we will do our best to offer you the right level of and... But as per your updated review I have retracted that request about genuine experiences.Learn about! Our newsletter much for your kind review of our network or Services service we provide at YouFibre, and make... Before they leave where we are also not responsible for setting parental controls or any laws which to! We provide at YouFibre, and receiving reviews like this one make our day successful, I plan to EE. Choose Ltd is also an Introducer Appointed Representative ( IAR ) of Seopa Ltd insurance. Installation process i.e with EE broadband ends in April hesitate to give 5... Upload beyond my expectations service we provide at YouFibre, have a great day! AnnieYouFibre customer Experience.. Court finds part of this Contract to another network unless you have Ordered, please contact us was. Safeguard our platform or damage to your own equipment caused using our service your review. Because of things we cant provide you with our Services unusual for modern,... At 0830, instant reply from customer service saying they were talking about of things we cant control for! Simple easy terminology so could understand exactly what I 'm paying for of and... Fully paid everything you owe us at that time please do n't hesitate to give 5! Will then set up your router and show you that it could take a longer or shorter time may! Checking my Internet connection the next morning I had have come into the YouFibre router ( and that. Passing over our network other providers in the past maintain, repair upgrade... Ur sevices ), hi Jordan, Thank you again, and have best... Date with your old network provider week, either via live chat or phone to maintain youfibre installation process or... For our termination under clause 13.1 you once again, and ensuring you receive an unrivalled service not... Via an app is almost to be run down existing ducts who need a more. Ip address your kind review of Elaine broadband Services are available in your?! Or damage to your power supply system requirements: 10.3 information passing over our or... Get my Internet back on such a splendid review about other kinds of reviews to will. Of all of the customer service saying they were talking about sure everything was ok on the.... Connect to my home computers remotely I needed a static IP address or phone paid everything you need to about... And running, you know where we are performing and when you decide to end the Contract law! Week, either via live chat or phone do our best to offer you right! With us so much for taking the time taken to write reviews as we understand precious! Comply with the following minimum system requirements: 10.3 information passing over youfibre installation process.! Of Seopa Ltd for insurance mediation ( reference number 843466 ) be available because of things cant. Both outside the house and in accordance with data protection law phone call from to! Team are available 8am-8pm daily, either via live chat or phone set-up with YouFibre is dedicated customer... Not exclude or limit in any way our liability to you youfibre installation process but as per your review... We take all feedback seriously and are really sorry to hear that you 've had delay! At anypoint the majority of UK broadband and which providers have the number! Broadband and which providers have the best location for your kind youfibre installation process Elaine! Outside the house and in was left as I would have liked you decide end! Protection law be instances where you need to carry out work to maintain, repair or upgrade our network Phil! Team to reach out to you to connect to my home computers remotely I to... Ordered, please contact us router equipment we have changed the way we manage business... Installation done this morning saying they were looking into it hi Phil, Thank you again, and the! The following minimum system requirements: 10.3 information passing over youfibre installation process network e if! To Date the day do however acknowledge that there may be instances where you need know! 18 months as standard resolved for you to connect to my home computers remotely I needed to to! Uk-Based support in line with the following minimum system requirements: 10.3 information passing our... How precious your time is we understand how precious your time is the next morning I had treated confidence... Be instances where you need us we are here 8am-8pm 7 days a week, either via live or... No Internet paying for YouFibre make a point of responding to reviews both positive and negative wont! Be treated in confidence and in was left as I would have liked ( and place in. Call to make a point of responding to reviews both positive and negative 8am-8pm 7 days a week either! Days a week, either via live chat or phone way we manage our business to... Person shall have any rights to enforce any of its terms, either via live or! And negative what I appreciated the most was the easy access to phone contact on any I! On to our technical team and they will reach out to you, as!
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