Support Youfibre Omdömen 21

1. No one ever answers the phone - 45mins to 60mins wait and no one answers the phone! I don't have all day to sit waiting for someone to answer calls

2. Engineer never turned up

I wouldn't bother with this rubbish service of a company.

EE offer the same things because they use the same DP equipment. DO NOT ORDER FROM them

Absolute Garbage.
Can’t take a payment on the day that’s been requested and confirmed. Can’t answer messages on their so called ‘Live chat’ and don’t acknowledge my official complaint.
Enough is enough. Leaving and going elsewhere and will NOT be paying the exit fee. You aren’t able to supply me a service and don’t deal with complaints at all. Feel free to take me to court. I have all the evidence of your incompetence and inability to meet the reasonable service level expectations.

Since BRSK was sold to YouFibre it has gone to the dogs i have been complaining about a month after my Router stopped transmitting a 2.4 WiFi signal which i have 5 items that can only use this frequency. I have been told my complaint has been escalated? 3 times now but no replies from that escalated department. I personally cannot recommend this company, a good price is one thing but not much use when you cannot get faults corrected. I am assuming the good reviews are all bot generated.

Customer service is shocking, no response to messages on chat through app.
Disappointing as moving home so now looking to just cancel you fibre and go with a different provider at the new house

Matthew was very helpful and is arranging a new router to upgrade to 2000mbps

Broadband constantly disconnecting from my SKY Q box and when I complained the person I spoke to altered some setting on their end and seems to have made the issue even worse and I am left paying for a sub-standard service that is just barely being provided but if this continues I will be going to a different company that actually cares

I've had you fibre for a year absolutely fantastic, 150mb package, always on and constantly at 152mb. However that deal ended and we don't do that deal anymore, so you'll be move to our 200mb package with an obvious increase in price. From day one we never got 200mb, 188mb was the max we could obtain, after many many calls to customer services, a man came and confirmed that all our service was receiving was 188 MB, it is a common issue with this package.
More complaints and a new router was received. The issue is still there as I guessed it would be. We're actually down to 50mb at the moment. What happened you fibre? , a year of bliss and now through no fault of our own we have an inferior product which no one is prepared to address.
Out sourcing customer services has not helped either. If it's not on the paper in front of me, I don't know the answer..

Harrison S was very helpful.
Very happy with service.
Recommend

just had Jason B install my youfibre broadband and phone what a lovely polite young man insulation was fast no mess whatsoever would highly recommend

The speed of my connection fell through the floor, I put in a ticket (according to the automated email could take 72hrs to reply to), All the interactions were email, I was told to restart my router 3 times over a few days, none of which made a bit of difference, then I was told it was because the tests were done over WiFi, the connections have always been WIFi as the router supplied has only 1 ethernet port, I find it hard to believe they don't realise that probably most of the connections in peoples home are done that way, after the 3rd or 4th day of emails and having been out for the day, I recieved my last email from them stating that as I hadn't replied my case was now closed, so yeah, they get 72hrs to reply you get about 24hrs, all of which is over email, the worst experience ever, will I be looking around when my contract ends... too right I will

Youfibre got in touch to ask me to give more details about my problem but did not mention who to or where to give it to so I'm no wiser,
But they have no got even the decency to lift a phone up and call me well I'm done with them will be moving as soon as I can,
They have got no customer service imho and don't give a damn once they have you as a customer,
Don't join youfibre pay an extra couple £ for a decent company

Had Youfibre 1000 installed a month ago but speed has not achieved 400 Mbps so far. Supposed to have a battery back up - arrived last week but no engineer to install it.
Contacting them only produces another Support ticket, must have over 15 now and still nobody can get the speed up to the minimum.

I'm not very impressed with this outfit so far. Two days ago they installed a fibre connection with the router right at the back of the house upstairs. At first the broadband and phone worked for a few hours but the WiFi signal didn't reach the living room which is where it will be needed mostly. Then both broadband and phone stopped working. I contacted YouFibre chat and someone booked an engineer visit for a morning and day when I told them I will not be available. I emailed YouFibre to try to change this but their customer service person Daniella ignored me and confirmed the same appointment. I am within the 14 day cooling off period so if things carry on like this I will cancel the contract. I have told them so we shall see!

Update: I managed to get an appointment for an engineer visit from a different person via their Chat and was awake in time for it (I work nights) but when I checked my email discovered that Daniella had postponed the appointment by five days! I contacted their Chat and said either an engineer fixes the problems today or I'm leaving. They couldn't honour the original appointment so I ended the contract. There's a fourteen day "cooling off" period from the time the equipment is installed.

I'll choose another service provider, possibly EE who I have my mobile with and have been quite good. Whoever, hopefully they'll be more professional and better organised than YouFibre.

Have been with Youfibre for over two years and have most definitely seen their customer service deteriorate, from helpfulness and an eagerness to please, in the first year of operation, to seeming indifference, outright rudeness and endless broken promises.

Getting through to a customer service agent via Chat was always a hit and miss affair: never quite how sure how long you'd have to wait, but always certain you'd be met with civility and a helpful demeanour. Now, if you can get through at all, you are most likely to be met with indifference, then impatience, followed by obfuscation, and finally, outright rudeness. And if you should complain about your treatment via YouFibre's dedicated Complaint's department, if they actually deign to respond, you will just get fobbed off with glib assurances that your complaint will be escalated further, for you to never hear from them again.

YouFibre broadband is reliable and you get consistent upload, as well as download speeds, but where I used to sing YouFibre's praises, now, I can't wait for my current contract to end, so that I can change broadband provider. Because, no matter how dependable a product is, things can and most likely will go wrong, and getting through to YouFibre is now virtually impossible: Chat does't work and e-mails go unanswered. YouFibre customer service is simply no longer fit for purpose.

Finally, and as an aside, YouPhone monthly land line rental prices have risen by 33%, far exceeding the current rate of inflation. Thus, I would certainly recommend shopping around for the best landline rental prices, as YouPhone no longer has a competitive edge over its rivals.

You only find out how good ( or bad) a company is when something goes wrong, our internet went down, and then only worked intermittently , contacted you fibre,- over a week for an engineer to call, I said that wasn’t very good, and then asked why they hadn’t yet been out to fix my cable as I was still having to use my extension cable that they promised to fix.- absolute cowboy outfit, stay well away, it took over an hour on the phone, yeeehaaa ! Useless bunch

WORST INTERNET PROVIDERS I HAVE EVER ENCOUNTERED
I have had my router installed on the 5th of November and I'm wishing I had never joined up with youfibre and everyday it dops everyday upto several times a day

Every time I have tried to phone youfibre to get this sorted out I spend hours going around in circles trying to get technical help or some sort of customer service which seems almost non existent.

This even got escalated on the 14th one of your advisor promised me he would me ring me on the 17of November ie Monday and didn't and then spented hours trying to get a response only to be fobbed off and treated unprofessionally.

youfibre technical help seems non existent you wait over an hour to speak to someone and no one seems to pick up the phone in fact every department you get the same annoying service response.

of all the call centres I have experienced youfibre has to be the worst ever they drive you to the point of insanity and frustration I was with sky and apart from the faster speed with youfibre when the router doesn't drop is the only thing I am happy with but everytime the router drops which seems to be everyday bloody day it resets some of my devices and its beyond annoying!!!

I have very much regret choosing youfibre as their customer and technical are awful you spend hours trying to get hold of one of their agents

I already have to manage my mental health most days and youfibre is starting to stretch what little sanity I have left.

Very angry and starting to go insane
PS sky customer service were much better
Jason Rutland
900mb upload/download
29.99
Account No. ACT397802

Hello and goodbye I will be cancelling my full fibre broadband on the 28th of November I wish I had never chosen youfibre ever since the 5th of November I have had nothing but problem with router and trying to get this resolved with youfibre truly awful lack of customer support and technical support that I cant deal with you anymore you have pushed me over the edge into that much mental anguish that I no longer want to deal with youfibre anymore

You have got to be the worst internet providers I have ever experienced in my life almost to the point I will be going back to sky on the 28th of November and I will be cancelling my direct debits with immediate effect and if you chase me after the 28th of November I will take you to court for the unnecessary hassle you've put me through as new customer

no piss off and good riddance !!
I can not recommend you to anyone !!

Jason Rutland
51 Belvoir Crescent
DE11 0JE
29.99 I WANT MY MONEY BACK
ACCOUNT NO. ACT397802

I was speaking to a Wanga Isaac seems professional but unfortunately the damage has been done with you fibre I've lost all faith and trust but dealing with Wanga Isaac was more of a pleasure probably the only positive thing I can talk about this is this person that tried so hard to win my custom but I'm still leaving though but they are going to refund my bill as goodwill gesture I had the best intentions with youfibre but unfortunately things don't always turn out in the way you planned

Unable to speak with anyone regarding issues.
I was on hold for 1 hour and 5 minutes on 05/11, only to be cut off after this time without speaking to anyone.
I have tried via livechat, which does not seem to want to work.
After several e-mails back and forth, YouFibre are refusing to make good on the Buy-Out clause, stated on their website, of £48.91 to Virgin, as this is not classed as a 'termination fee'.
Absolute disgrace of a company, and am in the process of speaking with the Ombudsman. Will NOT be renewing when the time comes around.

How is a company like this allowed to operate in the UK, taking money from customers who are paying for nothing but a second class service????
You can’t contact anyone to complain and when you do they are rude and patronising.

They do not answer phone - waited 70 minutes on hold . They do not answer chat - waited 50 minutes and still waiting for an agent to join the chat. This is awful customer service.

Absolute disgusting support, not answering phone calls, like 1 person would work there, kind of busy as hell. In terms of to cover previous providers last bill still waiting 200 pound to pay onto my acc, when before switched was told will easy cover upto 300 pound, switched in december! In regards speed as well never reached 900mbps.