YouFibre Reviews 89,080

Your engineer was polite pleasant and very helpful he sorted out the problem and soon got my services back up and running very quick and professional thank you so much Marc that’s Marc with a C no mess no stress credit to the company one happy customer

Great communication throughout the whole process, and the installation service was perfect. Snuppa Highly recommended

Very helpful and polite was quick to sort out and it was Lerato C who sorted it all out for me

Jennifer was so helpful and done her upmost to rectify the problem we was having with the Internet, also made us feel like she understood how frustrating it was .

Shockingly bad customer service. Engineer didn't turn up as scheduled, so I emailed customer services providing all my account info. I get a reply asking for the same info a day later. Re-sent the info, and now I don't get any response to even acknowledge they are investigating despite sending two follow-up emails and escalating to their complaints team. Can't get through on the phone, seems they're probably too busy dealing with all their other complaints... might be ok when it works, but just hope you never have an issue because you won't get anywhere with it.

Update: and it seems they can find the time to reply to public trustpilot reviews pretending to care, but not to bother looking through their own customer service and complaint emails to actually adress the issue

One star is a lot to give.

My contract ended in April. I contacted and emailed the retention team, and I returned their modems as requested.

Today, they emailed me thanking me for providing instructions to set up a direct debit. For what exactly? This is poor customer service and completely unacceptable. When I spoke with them, I was told that once I returned their equipment, my contract would be cancelled and would not renew.

So why are you trying to set up a direct debit, and from what authority?

Stay away from YouFibre. They are trying to take my money for no reason, which is unbelievable.

Worst internet connection ever and I’ve had some bad ones! Signed up for Youfibre 2000 and currently getting about a third of that speed. I get that the advertised speeds are for wired connections, but paying for a speed like this is like being back in the dark ages of dial up. As a NHS worker, occasionally working from home it’s dreadful. What have Youfibre done? Nothing. A few online attempts to fix it but that was abandoned for a take it or leave it proposal. Shambles. Don’t touch them with a bargepole.

Since brsk switch over I haven’t been able to pay my bill, when I call I’m 500 customer in the queue, I try to pay online and the screen won’t move for me to accept changes, plus the internet runs nowhere near the speed I am meant to be receiving. Due to switch broadbands.

What made my experience great, was your customer service person by the name of Ryan B. He was very helpful in assisting me with setting up my YouFibre account, and any changes that were made.

Thank you Ryan B.
Keep up the good work

Ms. Blanco

After a mix up with my installation date I called and spoke to Jordan Bowers as I was ready to cancel and stay with BT, Jordan was absolutely outstanding, escalated the issue immediately, kept me fully informed and managed to get the installation for the next day, which is working brilliantly, Jordan is a credit to YouFibre and couldn’t have done any more, in fact he went over and above. Thank you Jordan.

Excellent customer service from Kam who was polite and courteous on the phone. Upgrade was completed very quickly.

Spoke with Max B re my contract buy out and he was very cordial and handled my case well.

Customer service for this company is absolutely the worst, I dread to think how bad it will be when Virgin takes over. I spoke to an actual person, Darren, who stepped in and turned things around. Darren got someone out the same day. The engineer, Liam, was fantastic. Attentive, professional, and sorted the issue. Exceptional service from both, but YouFibre needs to raise the rest of their customer service to match Darren and Liam's high standards.

Was a BRSK customer that was transitioned to YouFiber due to the takeover. BRSK was fantastic, cant say the same for the YouFiber experience. Poor handling of the connection speed upgrade I ordered and the technical team resolution to get connection working. Nothing that was suggested worked other than resetting the whole system. All power resets did not work and the agent had no further suggestions other than engineers visit.

Umbrix was clean, professional and friendly, got on with the job and had us connected in no time at all, awesome

Ryan w from customer services has been exceptional. After being messed around with several different customer service advisers he was able to resolve things swiftly for us with very minimal fuss. Much better than sky who we were previously with, very happy so far.

New customer. Had my hub fitted the 19th of May, despite being told it would be up and running straight away, unfortunately there seemed to be a problem, I was reassured it would be solved within a couple of days and I would be connected as soon as possible. 29th of May - still no internet. Engineer due to come out that day between 1pm and 6pm. Engineer didn’t arrive - tried to speak to somebody on the phone but phone lines were closed for the people I needed to speak to and now unavailable until Monday. I went onto the web chat and was waiting over an hour for an initial response, I responded straight away to again receive no further response and then the chat shut as it reached 8pm.
A day in the house wasted. With 3 very unhappy children who haven’t been able to watch the tv or use any form of streaming device.
There is a lack of communication and support. Wait times when seeking assistance is unacceptable. It’s not a good impression to a new customer, yet I am being told to make my payment for internet I have not yet been connected to or my internet will be cut off - but what internet would that be, as I’m not yet connected anyway🙃.