Youfibre 

Anyone out there thinking about joining UFIBRE under no uncertain terms DO NOT I I have been waiting since January for my promised termination fee from my previous supplier I have spoken to more than 10 customer service people and numerous emails I have also requested lots of return calls but nothing I was even given a £25 goodwill credit but they still take my monthly payments I have lost count of how many times I have been in touch with them can anyone help with what to do next

Just fitted engineer Stephanus was polite and respectful cleaning and hoovering after installation, explained in detail, wore covers on shoes to avoid soiling carpets. Connection excellent .

When my contract ended, they put my monthly payment up £10 per month, with no notification that I was out of contract. When I renewed my contract, they still charged me the extra money for the first month and have not yet changed my Direct Debit to them for next month. Beware, know when your contract ends and make sure they do not overcharge you.

I recommended YouFibre - or BRSK as it was when I joined - to my mother who is disabled and relies on her mobie and landline for contact, particularly from the hospital and her GP. Broadband was installed on 17/3 and we were advised at the time that they had technical problems due to a platfrom switchover and that it would be live within 3 days. Ok, so it went live. However, my mother was also told that her landline number - very important to her - would be ported over in 7-10 days. 1 month later - no landline. We have had to keep her other broadband running (Sky) so that she can use the landline and this is cosing £49 per month. Youfibre have already taken the money for broadband and 'phone. Despite many calls, emails and an official complaint to the complaints department, she has heard absolutely nothing. ZILCH. i had to phone Sky to find out about the landline porting and they gave me date of 12th April but still nothing. This is an appalling service. Chat doesnt work, emails never get answered, tickets never get answered and calls just go round and round until you get cut off. I will cancel this service and expect a full refund. It is the worst customer service I have ever experienced.

Terrible customer service when there is a problem with the Broadband. Diabolical. Youfibre used to be a stable broadband, not anymore. Frequent outages, slow speeds and speed as not promised.

As we had issues with speed after upgrade, we contacted customer service and they sent engineer to get it fixed. Big guy that came called George explained everything and corrected the settings so everything now works perfectly. Thanks to George!

I have been a customer with Brsk which recently changed to YouFibre. I upgraded recently at the end of my contract. A usually seamless process. Within 5 mins my internet was cut off. 3 calls later (2 of which cut off with no callback) I am still not connected. They have admitted a problem at their end but after constant promises of reconnecting it has not happened. This was raised to technical support twice but still no call or email from them. Utterly useless.

No internet for 5 days. Absolutely no way to contact these people. Live chat is closed, raised tickets, sent emails, called over 10 times. I sat on hold for over an hour on Saturday morning before I finally got through. Woman on the phone couldn't help me. Said it needed raising to the technical team and that could be 72 hours before I heard back.
This is your bloody error! Tried blaming my router. Actually no, my router was working fine before your billing hiccup and you suspended my services. I paid immediately. Services never came back on. I was with Brsk years. Never in all that time was I without internet for a few hours. 5 days is absolutely outrageous. I want out of my contract personally. It's disgusting. I think I will be contacting the ombudsman. Do not use these charltons. You'll be paying for a service you don't receive.

Edit.
I finally got through today to a lovely customer service agent. I think her name was Nadia? I can't fully remember. But she was so nice and so helpful and felt bad about my experience. She called me back when she said said would. And contacted technical directly. Give that lady a raise! Seems to be the only one willing to help at YouFibre. It was an error with the serial number on my ONT. Now fixed.

Had broadband fitted 11th March, speed is low and not what I ordered. I was told by a friend this could be router issue, traffic or backhaul problem. I ordered the TV package this has still not arrived. Sent numerous emails no reply. Spent an hour holding on the telephone my call got answered to be then cut off, tried again another 1hr and half got answered to be cut off again. As I am of advancing years I feel this may not he sorted before I depart this world.

Great experience. Had YouFibre broadband fitted on 9th April and Dan Moran was our engineer. He arrived on time, was polite and friendly, explained everything really well and completed a quick and clean job.

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.

Had my broadband installed today by Nolan, I was given a time slot between 1 and 6 and didn’t need to wait long as he arrived by 2 so wasn’t waiting around all afternoon. Nolan was very polite, clean and tidy and answered any questions I had.

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.

I had notifications on Tuesday 7th, and Wednesday 8th to say they are coming on the 9th for installation. On the 9th I had an email and message saying “Today's the day! Your engineer will arrive between 8am and 1pm to set up your YouFibre broadband.

Please ensure someone 18+ is present during installation.”

An hour later I got a cancellation email.

“ Your installation has been cancelled
Hi Shaun,
We’ve had to cancel your YouFibre installation as there is no longer an active Direct Debit associated with your account.
We’d love to get you installed soon, but to proceed we will need you to securely set up a new Direct Debit using the link below.

1. Setup Direct Debit

2. Schedule your Appointment

We look forward to getting you connected soon.

Regards,
Team YouFibre”

Why wasn't I notified that a direct debit needs setting up before installation? I travelled from out of town to be available for an engineer. A Very unprofessional and disorganised company!!

Probably the worst customer service I have ever received in my life thus far. Poor internet quality and shocking customer service. Probably quicker googling something using a carrier pigeon.

Avoid at all costs,

They do not answer their phones, chat via app is ignored, the phone line is often dropped after hours of mad music, sales line is answered immediately, you ask to speak to complaints or amanager and yoy get put back to the useless auto service that had a 3 deep set of options.
Do not use these jokersif you want any sort of response.
Their speeds are Ok.
The installing techs were ok but messy, they blew out a big chunk of brick on myoutside wall when drilling.
Cannot recommend You fibre if you need to do anything other than order new.
I am.about to find out if their comtract cancelling process works.

OMG, these are the absolute pits. Brsk provided the worst possible customer service I had ever experienced (see previous reviews). Since the takeover this lot have excelled themselves. They, like Brsk, still fail to call back, they claim to be putting through to someone, then a 'network error' cuts the call off, and they send incorrect invoices and take more than the contracted fee - I'm not sure if this comes under fraud or theft. And the speed has gone down and the phone still doesn't work. They are so unbelievably bad that I miss Brsk.

Appalling Company to say the least. I should never have signed up if I knew what I know now. The best part of the company's operation is to give you the impression that they are super responsive by sweet talking you into selling you their services. After being persuaded by their reassurances, I waited three months for Installation and porting of my phone. This cost me dearly as I needed coverage from my existing provider for a longer period at a premium rate and You fibre refused to compensate me for this. When they eventually arrived to install the engineers discovered that they could not do so because (and despite telling me they had everything in place) needed to lay some cables and this meant digging up our street. In the end they found an alternative. after further time passed they came to install the router but said they could not do so as we had an artex covered wall in the way. At some considerable cost I had the artex removed overnight and they failed to return as promised. Eventually an engineer came, installed the system and said that he'd reccomend that we had a mesh as it would not work effectively without. Youfibre mention this in their plans but I was told I would not need a mesh The engineer said we should not have to pay for this in the circumstances as he would make a note on his report. This did not happen. We have limped along with poor internet and cosnstant dropping out in parts of our house. Over the past two weeks this has got worse. When calling customer servce I was told that we were not eligible for free mesh as no notes were reported. This is either a lie or that the engineer forgot. I have a reliable witness and would both swear it in court. Youfibre ignored my complaints originally about compensation over delays of installation. Todays call was the final straw. I am seeking an alternative provider. and I would like everyone to know what a wonderful company this really is.

Had fibre installed today by Stephanus & Ewan. They turned up on time and explained the whole installation to me. They were very competetent and efficent, they left the job clean and spotless. The install was very neat and tidy and I would not hesitate to recommend Youfibre

Appaling customer service just want you to sign up then there not interested the wifi disconnects all the time would give it 0 stars if I could stay away