Well send you another email to your registered email address with this new Porting Date, which will replace the previous Porting Date. 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. Sometimes Number Porting isnt possible. Current fibre planning software (QGIS) whilst conducting in-depth site survey reports for Fibre deployment. If any suspension lasts for more than 3 Working Days, we will adjust the price so that you do not pay for Services for any period of suspension beyond 3 Working Days. 19.10 Complaints. Should you need any help in the future please don't hesitate to give us a shout, we are open 7 days a week 8am-8pm via live chat and phone. You may only transfer your rights or your obligations under this Contract to another person if we agree to this in writing. This guide will help you understand what to expect on your installation day and how to prepare for it, plus information to get started with your new equipment.Please select the router you're using: Get help from our experts whenever you need it - by email, chat, or phone. 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. Hi Jane!Thank you for your great review of Dustin! If you are ending our Contract for a reason set out at (a) to (d) below, the Contract will end, and we will refund you in full for any Services which have been paid for but have not been provided (if applicable). 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. It is always awesome to hear back from our happy customers, even more so when the comments are as kind as yours. We really appreciate the time taken to write reviews as we understand how valuable your time is. Our customer support team will always try to identify specific needs to provide specialised assistance where its needed. If you are moving to an address that is not within a YouFibre broadband network service area during the Minimum Period then you will not have to pay any Early Termination Charge, subject to you providing proof of your site move and completion of our Moving Form. 18 Matters beyond our reasonable control. Had no internet connection first thing this morning. 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. 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). Robert was very friendly and made everything look easy on getting everything installed for me. If you use our telephone service, well register your home address. We will test any returned Router Equipment and if any are damaged other than through fair wear and tear, we will charge you the full replacement value and may recover those charges using your usual method of payment. The PlayStation was not connected.Dustin the Youfibre service engineer came early. Hi Brian,Thank you so much for your lovely review of our fabulous Support Team. No setup fee. YouFibre Residential Terms and Conditions, https://youfibre.com/legal/acceptable-usage-policy, https://www.youfibre.com/legal/privacy-and-cookie-policy. 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. Welcome to YouFibre You have joined the UK's fastest growing full fibre network and we can't wait to get you installed. Currently running at 811Mbps which is fast but not what I'm paying for. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. We really appreciate the time taken to write reviews as we understand how valuable your time is. Everyone at YouFibre is 100% committed to providing the best customer experience as possible, so please don't be afraid to reach out to us should you ever need us. Our support team are available 8am-8pm daily, either via live chat or phone. Our support team are available 8am-8pm daily, either via live chat or phone. We also ensure all reviews are published without moderation. 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. 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. 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. Here are 8 tips for writing great reviews. 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. Have a great day, and thank you again!AnnieYouFibre Customer Experience Supervisor. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. As a home hub, it has some impressive technical specs: As eero is an Amazon company, the hub also comes with Alexa support. If you need us again in the future please don't hesitate to give us a shout. Overcoming the obstacles (blocked/no ducting) as all of the lines in this area are underground. 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. Amazing service, Hi Jack!Thank you so much for your fabulous review. 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. 8.7 IP addresses. 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! Hi Howard!Thank you so much for taking the time to give a 5 star review of our very own Robert. 16.2 Our Privacy and Cookie Policy. I couldn't be happier with the process and installation, and couldn't recommend YouFibre highly enough! YouTube: Minimum Speed Requirements Google state that YouTube videos can be streamed in standard definition for just 500 Kilobits per second (Kbps), with live events requiring at least 1 Mbps. 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. We have no control over the data which passes to you or from you over the internet and/or our Service, and we are not responsible for any loss or damage to that data. | Read 1,341-1,360 Reviews out of 1,741 You are responsible for setting parental controls or any other controls available for the Service and for keeping them up to date. 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. 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! Great customer service is about people helping people. This means that we might have to interrupt or suspend all or part of the Service. 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 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. Hi Phil,Thank you for taking the time to leave us such a splendid review. 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. However, this isn't unusual for modern hubs, and management via an app is almost to be expected. Part fibre, also known as fibre to the cabinet (FTTC), only runs fibre cables as far as the street cabinets, with the cable being sent into customers' homes made of copper instead. Sony A95L QD-OLED, X95L MINI LED And Full BRAVIA Range For 2023 (In-Depth Interview). From all of us here at YouFibre, have the best day!AnnieYouFibre Customer Experience Supervisor. 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. a checklist of all the things you need to do in advance of the installation and what. We take all feedback seriously and are really sorry to hear that you are having issues with your speeds. 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. 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. 11.3 More significant changes to the Service and our Contract. 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. 8.5 Vulnerable Customers. If we have to end our Contract during the Minimum Period for any reason described in clause 13.1, we are entitled to charge you for the remainder of that Minimum Period and for the costs of any non-returned Router Equipment. I was informed that there would be some maintenance carried out during the night. 17.7 Porting Delays. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. Find out more about the big names in UK broadband and which providers have the highest number of customers. Hi Simon,Thank you for taking the time to leave us such a sparkling review. 3d. We may transfer our rights and obligations under this Contract to another organisation. We've got a full guide to fibre broadband without a contract. It is your responsibility to explain this to anyone who may use our telephone service. 16.1 How we will use your personal information. We order our comparison tables by price or feature and 12.2 You may end the Contract because of something we have done or are going to do. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor, I had BENN and Callum fit my YouFibre this morning and I can say I am very very happy. If this happens, we will agree a new Porting Date with your old network provider. Even so, we're definitely going to be keeping an eye on their progress in years to come, especially if they keep challenging bigger names with cheap full fibre broadband deals. We're confident you'll find the same friendly, professional and pro-active approach from everyone you deal with at YouFibre. 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! Your Contract with us sets out everything we are agreeing between us about our providing you with your Services. Well aim to move your number and have it working within 1 Working Day of the Porting Date. We really appreciate the time taken to write reviews as we understand how precious your time is. 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. 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. 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! Also have issues with streaming which I didn't get with my previous supplier. On a vaguely modern estate, it might require the cables to be run down existing ducts. YouFibre provide the eero Pro 6 to their home broadband customers. 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 really appreciate the time taken to write reviews as we understand how precious your time is. 14.1 Returning Equipment. 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. You may not sell or agree to transfer the internet address to any person. 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. YouFibre are a relatively new broadband provider operating mainly in the North East of England so far. 13.2 Costs and losses incurred due to our Termination. Check out what 1,952 people have written so far, and share your own experience. 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. Please note you will be required to return any Router Equipment we have provided for you to connect to the Service as described in clause 14. {{ year }} Choose Ltd. All rights reserved. Very pleased so far. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). 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. 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. He fixed + ensured everything was completely tuned in + upto date. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. 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. over the internet. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. So will be cancelling my contract. 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. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. Have a great day! We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. There may be other reasons too. 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. 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 she did this for you. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. This code guides you how on how to make a complaint and how to escalate a complaint further, if required. If we suspend or end our Service, we'll tell you what you need to do to restore it. 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. Hi Jane!Thank you for your great review of Dustin! Firstly with the service less than a week from order to installation. S sebbelcher Active Member Mar 20, 2022 #111 Just had YouFibre installed. 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. 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. To watch YouTube in HD, 720p videos require a minimum of 2.5 Mbps, while those in 1080p need at least 4 Mbps. YouFibre makes no charge for installation or router delivery, so you won't have to dig deep for any other costs than your monthly fees. 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