Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. 8.5 Vulnerable Customers. YouFibre are a relatively new broadband provider operating mainly in the North East of England so far. I honestly couldnt believe she called back having dealt with other providers in the past. We call things they need to do the Activation Steps. 17.2 Emergency Services. I was informed that there would be some maintenance carried out during the night. All Rights Reserved. 17.9 Call Limits. Find out how we combat fake reviews. 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. Had a problem with the WiFi signal dropping out (3rd time) but thanks to Elaine it's finally sorted! We use cookies on this website. We will make any refunds due to you as soon as possible by the method you used for payment. 19.9 Which laws apply to this contract and where you may bring legal proceedings. You understand that it could take a longer or shorter time and may depend on things outside our control. 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! Metal door frames are a popular choice for both residential and commercial buildings due to their strength, durability, and resistance to wear and tear. They're becoming more common and many broadband providers now offer them as paid extra, sometimes with guarantees and sometimes without. 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. Our Policy applies to all calls you make using our telephone service. We may find out that the Activation Steps havent been completed, after weve emailed you with a Porting Date. The PlayStation was not connected.Dustin the Youfibre service engineer came early. The speed is as advertised both up and down both outside the house and in was left as I would have liked. Installation within 48 hours. 8.8 Recording calls. 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). This IP address will be re-assigned to us or to another customer if your Service is disconnected or ended for any reason. 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. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect. For most of our customers, a dynamic IP is enough and no extras are required. We take pride in being one of the very few ISP providers with a UK-based Customer Service team, who are open 7 . We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred. 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. 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. 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. On the other hand, full fibre takes fibre optic cables straight into the homes of customers, reducing any loss of speed at the same time as hugely increasing the speeds on offer. 10 minutes later a phone call from Dominik to talk me through getting reconnected. about cookies and how to manage them. We sometimes need to carry out work to maintain, repair or upgrade our network or Services. Have a great day, and thank you again!AnnieYouFibre Customer Experience Supervisor. 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. 2023 Trustpilot, Inc. All rights reserved. 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. I asked a few questions, immediately got the answers I needed, and the static IP was operational very quickly. 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. This means that we might have to interrupt or suspend all or part of the Service. 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. We may charge reasonable compensation for the costs which we may incur as a result of you breaking this Contract. 19.5 Even if we delay in enforcing this contract, we can still enforce it later. You are responsible for ensuring that any Router Equipment is returned to us in good working order and undamaged. Hi Jane!Thank you for your great review of Dustin! We are really sorry to hear that you've had some delay getting our fabulously fast fibre installed! 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. 19.8 Termination wont affect prior rights. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. JOINT BASE SAN ANTONIO-LACKLAND, Texas - The Air Force has saved more than $6 million in travel payment transaction fees since 2019, thanks to a small process change made by the Air Force Installation and Mission Support Center. 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. 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. The Engineer Jay was patient in waiting for me to arrive home from work. We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. Thank you again for your kind words, and have a brilliant day.AnnieYouFibre Customer Experience Supervisor. Cat5e or Cat6 Ethernet cable to facilitate your wired connection. 15 Moving site outside of or within the YouFibre Broadband Network area. 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. (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. 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. 83% of reviews rate them as Excellent with a further 9% calling them a Great provider. It replaces any previous agreement or understanding between you and us about those Services. 10.1 Loss beyond our reasonable control. Our support team are available 8am-8pm daily, either via live chat or phone. 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. Do you agree with YouFibre's TrustScore? 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. 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). 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. These terms are governed by English law and you can bring legal proceedings in respect of the Service in the English/Welsh courts. Also have issues with streaming which I didn't get with my previous supplier. YouFibre. Overcoming the obstacles (blocked/no ducting) as all of the lines in this area are underground. Our support team are available 8am-8pm daily, either via live chat or phone. 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. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. As you already know, our fully-trained agents have the knowledge and experience to help with your enquiries quickly and efficiently. Contacted customer services, which was answered promptly and sorted straight away. 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.) 19.7 All of the Terms are included. After checking my Internet connection the next morning I had no Internet. 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. If you need us again in the future please don't hesitate to give us a shout. 12.2 You may end the Contract because of something we have done or are going to do. Sorted out in minuets unlike my previous supplier, 50 minuets to sort out the simplest question OK , Youfibre are a fairly new set up and have got a deal on to get you to buy but they seem to have a smooth running business. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. 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. Calling them a great provider our fully-trained agents have the knowledge and Experience to help with your enquiries and. Later a phone call from Dominik to talk me through getting reconnected issues with streaming which I did get... 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