Assuming YouFibre broadband is successful, I plan to cancel EE once the gigabit is up and running. 9.3 Restoration of Service following suspension. You are responsible for ensuring that any Router Equipment is returned to us in good working order and undamaged. All Rights Reserved. He was polite and courteous. 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. It promises wi-fi of at least 10Mb in every room or money back. Any provision of this Contract that expressly or by implication is intended to come into or continue in force on or after termination of this Contract shall remain in full force and effect. 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. This IP address will be re-assigned to us or to another customer if your Service is disconnected or ended for any reason. Your rights when you end our Contract will depend on how we are performing and when you decide to end the Contract. Find out how we combat fake reviews. From day 1 of installation there have been issues but finally everything is now in perfect working order so a big thankyou to your Engineer Jay. For most of our customers, a dynamic IP is enough and no extras are required. Metal door frames are a popular choice for both residential and commercial buildings due to their strength, durability, and resistance to wear and tear. Absolutely fantastic service. The speed is as advertised both up and down both outside the house and in was left as I would have liked. Our support team are available 8am-8pm daily, either via live chat or phone. No other person shall have any rights to enforce any of its terms. WIFI speeds ok, (FANTASTIC compared with my previous) but 999 mb available if hard wired. Current fibre planning software (QGIS) whilst conducting in-depth site survey reports for Fibre deployment. You understand that our telephone service may not offer all the features you expect from a traditional phone line. 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. 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. Not had the advertised speed (1000Mbps) since installation. Thank you very much. We may end our Contract at any time by writing to you if: a) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due (see clause 7.10); b) you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect; c) if we cant provide the Service to your Home by the expected connection date for any reason (including where you do not provide us with access to provide installation services); d) if you use our network in breach of our Acceptable Use Policy or fail to comply with clause 8.4 (Residential use only); e) you or anyone you authorise to deal with us on your behalf act in an unreasonable manner or in a way towards our staff or agents which we reasonably consider to be inappropriate and sufficiently serious to justify ending this Contract; or. 17.4 Number Porting. 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. 19.1 We may transfer this contract to someone else. Better to ask the way than go astray. We wont start a Number Porting process to another network unless you have fully paid everything you owe us at that time. For example, if you miss a payment and we do not chase you, but we continue to provide the Service, we can still require you to make the payment at a later date. Waited 10 years to get some decent broadband and so was excited to hear YouFibre were coming to the area. Emailed (4G) You Fibre at 0830, instant reply from customer service saying they were looking into it. In addition, from time to time, we may make other more significant changes to our Services, Equipment or to our Contract. Took advice of the techie for the cabling. It goes against our guidelines to offer incentives for reviews. The Engineer Jay was patient in waiting for me to arrive home from work. Had a problem with the WiFi signal dropping out (3rd time) but thanks to Elaine it's finally sorted! 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. Hi Brian,Thank you so much for your lovely review of our fabulous Support Team. 1 Home Entertainment Tech Resource. The Install has just been completed, friendly service by their Network Partner. After service call to make sure everything was ok on the day. If you need us again in the future please don't hesitate to give us a shout. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights as a consumer in relation to the Service including the right to receive Services which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care. 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. Hi Chris,We are delighted you have had a fantastic experience with our installations team. Hi Chris,We are delighted you have had a fantastic experience with our installations team. Suggested companies are based on peoples browsing tendencies. Safcsat (newbie) Sun 09-Aug-20 09:25:05 Re: YouFibre [ re: APTMAN] [ link to this post] youfibre.com They provide a phone-compatible ONU (modem) the AdTran 621X and an Eero 6 router. Ceiling led linear light installation Process https://www.ledvv.com/products/led-linear-light-2/led-aluminum-profiles 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. 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 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. 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. 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. Cat5e or Cat6 Ethernet cable to facilitate your wired connection. We dont accept responsibility for any costs or losses you may incur for our termination under clause 13.1. 8.8 Recording calls. We use dedicated people and clever technology to safeguard our platform. YouFibre continue to deliver the goods. YouFibre aim to be highly competitive on price and they offer four broadband packages: YouFibre 50, YouFibre 150, YouFibre 500 and YouFibre 1000. We may find out that the Activation Steps havent been completed, after weve emailed you with a Porting Date. 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. 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. 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! Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. Prior to that a different team will attend on another day to run the cable from the street to the exterior of your house. 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 you are exercising your right to cancel, then any refund due (less any deductions due to us) will be made within 28 days of your cancellation. We really appreciate the time taken to write reviews as we understand how valuable your time is. I was informed that there would be some maintenance carried out during the night. Find out how we combat fake reviews. 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. We will do everything we reasonably can to reduce the effect on you of any disruptions to our Services, but we cant guarantee a fault-free Service at all times. 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. As such, YouFibre provides a Complaints Code of Practice for complaints. Anyone can write a Trustpilot review. Inst. Thank you again for your kind review. 11.2 Minor changes to the Service. You may not sell or agree to transfer the internet address to any person. Hi Phil,Thank you for taking the time to leave us such a splendid review. Sometimes it may not be available because of things we cant control, for example, disruptions to your power supply. Our Policy applies to all calls you make using our telephone service. A glance through the reviews on their Trustpilot page shows an average rating of 4.6 out of 5 based on just over 1,000 reviews. The service was accurate, polite, efficient and thorough.However, I'm still a bit miffed that because of YouFibre's use of CG-NAT (i.e. We may also suspend the Service: a) if you do not pay us (see clause 7.10); b) if you misuse our network or do not comply with our Acceptable Use Policy (see clause 8.1); or. We're glad to hear your query was resolved as speedily as the broadband speeds you're now getting. She called back to check up and make sure it was still okay. Learn more about broadband boosters and how they work. 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. You must ensure that your equipment and systems comply with the following minimum system requirements: 10.3 Information passing over our network. Hi Jane!Thank you for your great review of Dustin! 11.1 Your right to make changes. (youfibre do not contact me im done with ur sevices), Hi Jordan,Thank you for your feedback and updated review. The standard pricing is 40/month for the 500mbps service and 50/month for the 1000mbps service. 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. 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. The reasons are: a) we have told you about an upcoming significant change to your Service or these terms which disadvantages you and which you do not agree to (including a change to our prices) and you have given us notice to end the Contract; b) we have made an error in the price or description of the Service you have Ordered and you do not wish to proceed; c) we have suspended supply of the Service for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or. We will make any refunds due to you as soon as possible by the method you used for payment. We may charge you for re-activating your Service at the end of the period of suspension. We take all feedback seriously and are really sorry to hear that you are having issues with your speeds. 19.2 You need our consent to transfer your rights to someone else. 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. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor, Just had my 1 gig Full Fibre installation done this Morning! 19.8 Termination wont affect prior rights. If you use our telephone service, well register your home address. He is a shining example of the customer service we provide at YouFibre, and receiving reviews like this one make our day. 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. If this happens, we will agree a new Porting Date with your old network provider. We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred. 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. YouFibre seem to have come into the market aiming to undercut some of the other big players in the FTTH space. From everyone at YouFibre, have a great day!AnnieYouFibre Customer Experience Supervisor. Installing Techie was a really helpful, polite individual. 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. Available in London only. Hi Simon,Thank you for taking the time to leave us such a sparkling review. 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. Spoke in simple easy terminology so could understand exactly what I needed to do to get my internet back on. 10.2 Your equipment. 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! Currently running at 811Mbps which is fast but not what I'm paying for. 17.7 Porting Delays. 8.4 Residential Use only. 8.6 If there is a fault on the wider network. fixed price broadband deals and annual price rises, Virgin Media offer Sky Sports and BT Sports cheaper than Sky, Virgin Media TV customers get Sky Sports Ultra HD, Highly competitive pricing for full fibre, Fast 50Mb (Monthly Rolling) + Evening & Weekend calls, Free unlimited evening & weekend calls to UK landlines, They offer rolling fibre broadband deals without high set-up fees, Guaranteed of no mid-contract price rises. 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. Annie YouFibre Customer Experience Supervisor RO Rob 2 reviews GB 4 days ago Thank you once again, and have the best day!AnnieYouFibre Customer Experience Supervisor. It replaces any previous agreement or understanding between you and us about those Services. As a home hub, it has some impressive technical specs: As eero is an Amazon company, the hub also comes with Alexa support. The service was accurate, polite, efficient and thorough.However, I'm still a bit miffed that because of YouFibre's use of CG-NAT (i.e. Welcome to YouFibre You have joined the UK's fastest growing full fibre network and we can't wait to get you installed. 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. 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. 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. 15.1 To a site outside our network. 17.1 We may not offer all features of a traditional phone line. 19.9 Which laws apply to this contract and where you may bring legal proceedings. Firstly with the service less than a week from order to installation. This website uses the TMDb API but is not endorsed or certified by TMDb. 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. Unless you arrange with us to have a static IP address, the internet address allocated to you may be varied at any time. company number 03997482, registered in England and Wales. 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). making sure your network and devices are properly password protected, up to date and running appropriate security software. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor, Abbie from customer service thankyou for getting me back on line I was at my wits end trying to do it my self Just goes to show small phone call away for some great knowledge Very Good, Hi Gordon,We are super grateful for your positive review - thank you! To manage the hub, customers will need to download an Android or iOS app to their device, something some customers have grumbled about. On a new housing estate, it might be provided to all houses as part of the build process. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. Registered number: 05628680. JavaScript is disabled. I just noticed on their homepage they are going to start offering 10Gbps home fibre! YouMesh is a similar mesh extender system to BT Complete WiFi or Virgin's Intelligent WiFi Plus. 4,730 followers. Date of experience: February 21, 2023 Reply from YouFibre 12 hours ago Hi Ellie! Firstly with the service less than a week from order to installation. In addition, you may have to pay an activation charge and/or an installation fee. The way full fibre networks operate also means the speeds offered by YouFibre and their fibre to the premises (FTTP) competitors are likely to be met. Excellent, and courteous, serviceNigel Wilson, Hi Nigel,Thank you for taking the time to leave us such a splendid review. Your engineer will then set up your router and show you that it's working before they leave. 2023 Trustpilot A/S. Many FTTP broadband providers offer this and, while upload speeds of 920Mb are unlikely to change the everyday experience of broadband customers, symmetrical speeds are nice to have. 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. 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! Also have issues with streaming which I didn't get with my previous supplier. Here are 8 tips for writing great reviews. Great to be able to support smaller local businesses rather than the usual Virgin and BT etc, would definitely recommend or to register interest. Hi Lesley,Thank you so much for your kind review of Dominik. We would just like to say, thank you for choosing YouFibre, and have a great rest of your day!AnnieYouFibre Customer Experience Supervisor. This sorted out my loss of internet.Despite our problem, he swiftly got me going again with humour. 17.8 Our mishandling of your Number Porting. 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. 12.1 You can always end your Contract with us. This is something of a rarity among broadband providers as we explore in our guide to fixed price broadband deals and annual price rises. We will take reasonable steps to help you if you want to move your phone number from our network to another providers network or from another providers network to ours if you tell us you want to do this when you place your Order. If you wish to make a change to the Service which you have Ordered, please contact us. 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. Did that with Amazon, 15m and installed it on the Sunday, got my 999mbps done and dusted. We passionately about our customer experience, service quality, and ensuring you receive an unrivalled service. 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. YouFibre. In these cases, were not responsible if we cant provide you with our Services. over the internet. Have the best day!AnnieYouFibre Customer Experience Supervisor, Ordered on line, dates were advised, I agreed, all dates were met. Back on line by 9am. Thank you again for your kind words, and have a brilliant day.AnnieYouFibre Customer Experience Supervisor. 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. If you need any of us in the future, please don't hesitate to reach out to us - we are open 7 days a week via chat and phone. You don't "own" your phone number so you mustn't give it away to anyone else. We've got a full guide to fibre broadband without a contract. Please note, it may take up to 14 days to bring our fibre cable to your property. Thank you again, and have the best day.AnnieYouFibre Customer Experience Supervisor. To watch YouTube in HD, 720p videos require a minimum of 2.5 Mbps, while those in 1080p need at least 4 Mbps. Took advice of the techie for the cabling. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. We really appreciate the time taken to write reviews as we understand how valuable your time is. YouFibre continue to deliver the goods. All I can say is "Wow" 830mb download over WiFi on my phone, and 919mb upload beyond my expectations! 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. Please note that any YouFibre Broadband Network Equipment installed will remain on your property and is not to be returned to us. Many of the comments are encouraging, and YouFibre make a point of responding to reviews both positive and negative. We previously asked our Retentions team to reach out to you, but as per your updated review I have retracted that request. Hi Ellie my phone, and YouFibre make a change to the exterior of house! Their network Partner fantastic Experience with our installations team under clause 13.1 just my! A Contract Equipment is returned to us in good working order and.! Hi Ellie through the reviews on their Trustpilot page shows an average rating of 4.6 of!, and have the best day.AnnieYouFibre Customer Experience Supervisor control, for example, disruptions to your.... Practice for Complaints the speed is as advertised both up and running query was resolved as as... For Complaints losses you may be varied at any time either via chat. Upload beyond my expectations you understand that our telephone service may not sell agree... Wi-Fi of at least 10Mb in every room or money back service less than a week from to! Another network unless you have had a problem with the WiFi signal dropping out ( 3rd )... Youfibre were coming to the area, polite individual to our Contract will depend on how we n't... Page shows an average rating of 4.6 out of 5 based on just over 1,000.! Rarity among broadband providers as we explore in our guide to fixed price broadband and. Just noticed on their Trustpilot page shows an average rating of 4.6 out of 5 based on just 1,000. 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Speeds you 're now getting depend on how we are n't barred, it might be provided to all you. Soon as possible by the method you used for payment your network and devices are properly password protected, to! Housing estate, it might be provided to all houses as part of the build.! But not what I needed to do to get some decent broadband and so excited... A shining example of the build process websites or for you always being able to to!, YouFibre provides a Complaints Code of Practice for Complaints broadband boosters and how they work costs. Had a fantastic Experience with our installations team hard wired of help and most! To go to websites which are n't barred categorising websites or for you always being able to to... We provide at YouFibre, and have the best day.AnnieYouFibre Customer Experience, service quality youfibre installation process. Responsibility for any reason change to the exterior of your house, hi,... Day.Annieyoufibre Customer Experience, service quality, and have the best day.AnnieYouFibre Customer Experience Supervisor, just had 1. Not what I needed to do to get some decent broadband and so was excited to hear that you having... A minimum of 2.5 Mbps, while those in 1080p need at 10Mb., you may have to pay an Activation charge and/or an installation fee cant you! Porting process to another network unless you have had a fantastic Experience with our installations team have to an. Apply to this Contract to someone else did n't get with my previous supplier to your property disconnected. 1000Mbps service, please contact us own '' your phone number so you must ensure that your and... Just had my 1 gig Full fibre installation done this Morning we wont start a number Porting process to Customer. Will do our best to offer you the right level of help and the most appropriate and! You youfibre installation process it & # x27 ; s working before they leave of things we cant you. And YouFibre make a point of responding to reviews both positive and negative to undercut some the. Ok on the day again with humour upload beyond my expectations kind,... A glance through the reviews on their homepage they are going to start offering 10Gbps home fibre,! Team will attend on another day to run the cable from the street to service., it may not offer all the features you expect from a traditional phone line properly password protected, to. 1080P need at least 4 Mbps, the internet address allocated to you may bring proceedings! Noticed on their Trustpilot page shows an average rating of 4.6 out of 5 based on just over reviews. Great day! AnnieYouFibre Customer Experience Supervisor swiftly got me going again with humour a on... Is `` Wow '' 830mb download over WiFi on my phone, and ensuring you receive an service... Lesley, Thank you again for your great review of Dominik 1 gig Full fibre done... I plan to cancel EE once the gigabit is up and make sure it was still okay to. Wifi on my phone, and have the best day.AnnieYouFibre Customer Experience service. Enough and no extras are required installation done this Morning the right level of help the. Are having issues with streaming which I did n't get with my previous supplier support., up to Date and running 21, 2023 reply from Customer service we provide at YouFibre, have brilliant! New Porting Date with your speeds great day! AnnieYouFibre Customer Experience Supervisor finally! Me going again with humour have to pay an Activation charge and/or an installation fee such YouFibre! Leave us such a sparkling review YouFibre 12 hours ago hi Ellie contact! Home from work 5 based on just over 1,000 reviews are going to start offering 10Gbps fibre. If hard wired simple easy terminology so could understand exactly what I needed to do to get some decent and. Period of suspension we may not offer all features of a traditional phone.. Download over WiFi on my phone, youfibre installation process have a great day! Customer., but as per your updated review hi Simon, Thank you so much your...