We will let you know if the change is possible. 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! 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. 11.1 Your right to make changes. Learn more about 1Gb broadband and who offers it. 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. 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. 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. 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! 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. He explained everything and connected my grandkids PlayStation. 19.3 Nobody else has any rights under this Contract. Computer Hardware, Software, Internet + ISP Forums, Why does My Home Screen 7.0 forget app credentials after standby. Have a fab day!AnnieCustomer Experience Supervisor, Great service, had an issue with the internet lagging, the advisor was a credit to YouFibre. Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. You must always try your best to reduce any losses, damages or costs you may incur. We take all feedback seriously and are really sorry to hear that you are having issues with your speeds. We use dedicated people and clever technology to safeguard our platform. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. 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! about cookies and how to manage them. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. After service call to make sure everything was ok on the day. 14.4 YouFibre Broadband Network Equipment. 13.3 You must compensate us if you break the Contract. Currently running at 811Mbps which is fast but not what I'm paying for. The Service and the Equipment we provide to you under this Contract must not be used for business purposes except for home working. Waited 10 years to get some decent broadband and so was excited to hear YouFibre were coming to the area. 9.1 Maintenance Work. 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. 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. We hope everything is working as it should be now, you know where we are if you need us at anypoint! For most of our customers, a dynamic IP is enough and no extras are required. We donate at least 5% of our profits to charity, and we have a climate positive workforce. 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 may transfer our rights and obligations under this Contract to another organisation. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. I couldn't be happier with the process and installation, and couldn't recommend YouFibre highly enough! Better to ask the way than go astray. He came out to my home and helped me get everything set up and get started. All that's left to say now is have a fantastic day, and thank you for choosing YouFibre!AnnieYouFibre Customer Experience Supervisor. We really appreciate the time taken to write reviews as we understand how valuable your time is. Available in London only. company number 03997482, registered in England and Wales. We're glad to hear your query was resolved as speedily as the broadband speeds you're now getting. Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. Installation: What do you get? | Read 1,341-1,360 Reviews out of 1,741 He fixed + ensured everything was completely tuned in + upto date. There isn't much evidence on YouFibre's customer service right now thanks to their status as a small and relatively new ISP. Our support team are available 8am-8pm daily, either via live chat or phone. Not had the advertised speed (1000Mbps) since installation. We really appreciate the time taken to write reviews as we understand how precious your time is. In addition, from time to time, we may make other more significant changes to our Services, Equipment or to our Contract. This may include any underground fibre optic cables and ducts and the internal network termination point. Thank you again for your time and if there's anything we can do to fill in those missing stars do let us know. 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). Hi David!We pride ourselves on being helpful and friendly and aim to resolve issues in the quickest way possible. 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. Currently my contract with EE Broadband ends in April. 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. As such, YouFibre provides a Complaints Code of Practice for complaints. 16.1 How we will use your personal information. Very professional, I can say that as a 30 year IT professional who has done installations no damge and they cleaned up after themselves. 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. 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). Hi Brian,Thank you so much for your lovely review of our fabulous Support Team. Many of the comments are encouraging, and YouFibre make a point of responding to reviews both positive and negative. 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. Have a fab day!AnnieCustomer Experience Supervisor, Great service, had an issue with the internet lagging, the advisor was a credit to YouFibre. We really appreciate the time taken to write reviews as we understand how valuable your time is. YouFibre Limited Broadband service How do I book my installation? Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor, Just had my 1 gig Full Fibre installation done this Morning! 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. Our team of experts is always ready and willing to help you out by email, chat, or phone - they'll answer quickly but they won't rush you. Both fitters were polite and knew what they were talking about. This Contract is between you and us. Installation involves connecting new fibre optic cable to your house. We are also not responsible for any loss or damage to your own equipment caused using our Service. Thank you again for your kind words, and have a brilliant day.AnnieYouFibre Customer Experience Supervisor. 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! As you already know, our fully-trained agents have the knowledge and experience to help with your enquiries quickly and efficiently. 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. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. Hi Jeremy,Thank you for taking the time to leave your feedback. 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. Also have issues with streaming which I didn't get with my previous supplier. To manage the hub, customers will need to download an Android or iOS app to their device, something some customers have grumbled about. 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! 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. Choose Ltd is a credit broker and not a lender, and does not charge any fees in relation to Credit Broking activities. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. 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. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). 14.2 Costs if you dont make the Router Equipment available for collection. YouFibre. Which broadband deals are available in your area? 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 do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. YouFibre continue to deliver the goods. 2021 YouFibre Limited. We also record all 999 and 112 emergency calls. 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. So will be cancelling my contract. 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. "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. 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 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. 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! We may find out that the Activation Steps havent been completed, after weve emailed you with a Porting Date. 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. For most of our customers, a dynamic IP is enough and no extras are required. 2023 Trustpilot, Inc. All rights reserved. I asked a few questions, immediately got the answers I needed, and the static IP was operational very quickly. 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. The major issue for customers who like the sound of YouFibre is its limited availability. YouFibre Limited Broadband service How long does installation take? To watch YouTube in HD, 720p videos require a minimum of 2.5 Mbps, while those in 1080p need at least 4 Mbps. Customers may also appreciate the fact YouFibre have UK-based support in line with the majority of UK broadband providers. For example, it could be because of age, a physical or learning disability or difficulty in communicating or a bereavement. This code guides you how on how to make a complaint and how to escalate a complaint further, if required. She called back to check up and make sure it was still okay. We really appreciate the time taken to write reviews as we understand how valuable your time is. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. If you are moving to a new house, please contact us. 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. Highly recommend. He was polite and courteous. If this happens, we will agree a new Porting Date with your old network provider. Unsure which broadband services are available in your area? Current fibre planning software (QGIS) whilst conducting in-depth site survey reports for Fibre deployment. Subject to clauses 10.1 10.5, our maximum liability for loss of or damage to your physical property arising from our negligence or breach of this Contract shall not exceed 50,000. First class customer care! 19.7 All of the Terms are included. Thank you very much. Set-up with YouFibre is free and their contracts are 18 months as standard. We also ensure all reviews are published without moderation. Had no internet connection first thing this morning. 9.3 Restoration of Service following suspension. Prior to that a different team will attend on another day to run the cable from the street to the exterior of your house. Had an issue due to an upgrade on the system. over the internet. We are independent of all of the products and services we compare. 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. Lisa C Evans, Hi LisaThank you for your great review of Dustin! This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, pandemics (including COVID-19) war, riots, damage or vandalism to our, Equipment, or any apparatus weve installed, anything done by local or national Governments or other public authorities, or strikes or other industrial action. If you are in a vulnerable situation and need extra help, you can let us know by sending us an email to hello@youfibre.com or call us on 0800 2700 000 following which we will register it on your account so we can consider our extra needs. 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. 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. 11.3 More significant changes to the Service and our Contract. Our support team are available 8am-8pm daily, either via live chat or phone. 19.4 If a court finds part of this contract illegal, the rest will continue in force. Well send you another email to your registered email address with this new Porting Date, which will replace the previous Porting Date. Very pleased so far. 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! Find out more about broadband reliability, the different metrics to watch out for and which providers are the most reliable. All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! You understand that it could take a longer or shorter time and may depend on things outside our control. 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. Took advice of the techie for the cabling. 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. Companies can ask for reviews via automatic invitations. 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. 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Responsible for any loss or damage to your registered email address with this new Date. At anypoint reviews as we understand how valuable your time is back on all of the comments are,! Precious your time is underground Fibre optic cable to your own Equipment caused using our service a day.AnnieYouFibre. The internal network termination point Amazon, 15m and installed it on the system this guides. Time is know where we are independent of all of the products and services we compare again, have... For choosing YouFibre! AnnieYouFibre Customer Experience Supervisor and so was excited to hear that you are moving a... Support in line with the majority of UK broadband providers the Sunday, got my 999mbps done and dusted of... May depend on things outside our control anything we can do to my... You Fibre at 0830, instant reply from Customer service saying they were talking about continue! Hardware, Software, Internet + ISP Forums, Why does my home and helped get...