Broadband ISP Migrations from Brsk to Youfibre Trigger UK Billing Errors UPDATE
Some of the customers who have recently been migrated from broadband ISP Brsk to Youfibre, which reflects the Substantial Group’s (Netomnia) recent decision to merge their two retail providers (here and here), are now complaining of being hit by billing / invoicing errors (e.g. inflated bills) and other issues after making the transition.
Youfibre had pledged that there would be “no immediate changes” to Brsk’s customer contracts, plans or pricing, points of contact, or day-to-day operations as part of the migration process, which for many customers started on Monday 16th March 2026. But as ISPreview’s regular readers will already know, large-scale migrations of customer databases can be complex and problems do sometimes crop up along the way.
Sadly, it appears as if some of Brsk customers who have just completed the switch to Youfibre are running into a number of problems, most of which are related to incorrect invoicing (e.g. double billing, inflated bills etc.) and wrongful contracts. In addition, we’ve also had a few complaints about Youfibre struggling to take Card and Direct Debit payments, with some being advised to setup a new payment method (one person claims to have been briefly cut off as a result).
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ISPreview has received quite a few messages about all this (examples below), but social media is similarly full of complaints (X and Reddit). The issue clearly seems to be causing some problems as we’re also hearing about long waits to contact human support via both the phone and live chat.
Sample Brsk Complaint 1 by Greg:
“Wanted to drop a quick email in case its news worthy – I think the brsk to youfibre transition might not be going smoothly, they have taken down the chat on the youfibre app, in what I’m guessing is in respect to them ####### up the billing on move. I’ve just been charged about 25 quid over what I should have been (been on hold 2 hours now, trying to get an answer).”
Sample Brsk Complaint 2 by Chris:
“You may have already picked up on this or been notified by others, there seems to be significant billing errors on the first YouFibre bills for customers who recently transferred as part of the brsk transfer / integration. Our monthly bill has nearly doubled to £44.90 from £24. I assume it’s an error.”
Sample Brsk Complaint 3 by 6wl:
“Hey, so just had my first bill from YouFibre post their integration of brsk customers (which I was). The bill, as far as I can tell, is completely wrong. Was expecting a continuation of 35.00 a month (for 2 gig package), but instead it was in the region of 47.50.”
Sample Brsk Complaint 4 by Omar:
“Finally got through to @youfibre on the phone. But they demand we start paying using a Direct Debit! Brsk allowed us to continue paying with a card every month. This merger was out of our control, we didnt want this!”
The bulk of these complaints have surfaced over the past 24 hours, so we suspect this is either impacting a specific batch of customers within the ongoing migration (the process has been underway since last week), or it’s related to the timing of first bills being issued post-migration. But a few Brsk people were complaining last week about Youfibre sending messages that threatened to cut them off if they didn’t pay, despite appearing to have a viable payment method setup under Brsk pre-migration (examples).
Naturally we shot off a message to Youfibre in the hope of getting some clarity, which we understand is currently in the process of correcting the issues.
A spokesperson for Youfibre told ISPreview:
“We’ve completed the migration of the brsk customer base to YouFibre which in the main has been a success and has not affected customer’s broadband services. We are aware that we have issued some incorrect invoices in the past 24 hours – however, payments have not been taken. We are writing to customers affected to re-assure them and we will re-issue the corrected invoices as soon as possible.”
On the subject of card and direct debit payments, Youfibre said that whilst people can still make card payments with YouFibre, their “terms also require an active Direct Debit Mandate on the customer’s account“. But the provider did not (yet) respond on the issue of some customers allegedly being threatened with disconnection due to non-payment problems, which were seemingly caused by the migration process.
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UPDATE 7th April 2026 @ 2:48pm
A number of Brsk’s customers have continued to report a mix of billing related problems post-migration, including incorrect service disconnections, slow speeds, unresponsive support and incorrect payment amounts being taken from bank accounts etc.
According to Youfibre, the provider suffered a related billing hiccup last week related to the previous week. “This affected a small number of customers, to which we sent communication notifying them that they would be refunded within 7-10 business days. As always, if customers do not get their query resolved, they can reach out to us for further investigation,” said a spokesperson for the ISP.
Youfibre added that they’re still “working hard” to resolve the remaining delays in their response times and restore their Service Level Agreements. “This includes ongoing training for our CS teams to improve our ability to resolve first time for our customers, as well as focusing on rolling out further self-service features on the Youfibre app,” said the spokesperson to ISPreview.
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Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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I sent you one too about my failure to actually get set up after the merger. Which they tell me is not complete yet.
They got my billing right – Although it’s saying it’s due 21 days ago and they took the payment on Tuesday. Speed however through the floor
The same thing happened to me. On their website, it says ‘pending installation’ and ‘service active’ at the same time, even though my installation was completed last week. They have turned off their live chat and keep closing all the tickets I send them by email. My old ISP has not received any updates from them regarding the completion of the installation, so it looks like I am getting double billed.
They switched me to 8Gbps but can not actually get it to work. They keep blaming my equipment which is their equipment.
Last night I got told that on top of the £99 they took for the 8Gbps I don’t have under YyouFibre – they are now taking the £35 charge for the brsk 2Gbps on Monday.
X- ignored, E-mails ignored, Brsk contact us form in an attempt to get through to the little room they are held in – ignored.
Will be passing their HQ’s on tuesday. i will be asking for a word.
Doubled my bill today. Trying to reach anyone is a pointless task. Lack of communication as woeful.
Just a simple “We’ve fu%$ed everyones bill up, no need to call we’ll sort it” on the home page would be nice.
Instead, chat disabled in the app. I sat on the phone for 40 minutes with no one answering. Not until I thought I’d try again did i get some automated message mentioning the problem. Not even right off the bat, still had to go through most of the options.
For those who pay by direct debit, and have been over charged and the money taken from their account, wonder if you are able to put in a claim for a refund, via the direct debit guarantee.
https://www.directdebit.co.uk/direct-debit-guarantee/
I have had an email from YouFibre:
Update regarding your recent bill
Hi Tom,
We’re aware that an invoice error has affected some customers detailing incorrect billing information.
We’re sorry for the confusion this may have caused, please be assured that we’re correcting the issue, you will not have been charged and the amount taken will be adjusted to reflect your usual bill.
You will receive a new invoice in due course reflecting the correct amount due at the time of your next payment.
We apologise for any inconvenience this may have caused. Please allow for a few days to ensure all is reflecting as it should, and if not, please reach out to us at hello@youfibre.com.
Kind regards,
Team YouFibre
Brsk customers getting moved to YouFibre.
Then eventually YouFibre customers will probably get moved to Virgin Media lmao
I have had my account disconnected since Saturday night, They do not answer support tickets. When you ring, if you finally get through to a human, they tell you “Even though we have merged, you are still a BRSK customer and we have to transfer you to BRSK support” Then they try to transfer you but you get a computer voice saying “There has been an error, Goodbye” and the line disconnects. Happend twice to me now, I don’t know what to do.
I got that annoying American voice just after the person answered the phone and then the line died – a shame as he was British too (no offence but their CS staff are clearly overseas outsoured)
“Brsk/Youfibre Broardband Users” group on Facebook is a wash with billing errors speed drops, service drops and lack of customer support. Me thinks this could of been handled better!
May be a more focused team in the company should of been put together to pick this sort of thing up.
Oh well!
Time to wait and see if the Virgin deal goes through.
As Professor Cox once sang “Things can only get better!”
It has – if the Media is to be believed.
My March 2026 bill is £15.48 more that it should be. This is itemised on the bill as a pro-rata cost from when I initially took on Brsk – for which I have records that I paid that first partial month pro-rata bill. I have tried to call youfibre twice …12 mins before I gave up and then 10 mins before I gave up. I have sent 2 emails for which I have support case number replaies – but that is all. I have also sent a message from myaccount web-page. Hopefully I will hear from youfibre before my billing date on 4th April. Google search shows that mine is not a unique case and that the transition from Brsk to youfibre is not going well. Thought I’d post to add fuel to the fire.
Got email with bill at wrong amount
Then they sent email “we know about this”
and this morning just after 10am I get the same email with wrong bill again.
did look on the dashboard of the customer login
initially showed BetterNet1000 with 1000 symmetrical
when the package on brsk is BetterNet 1000 with 900 symmetrical
now YouFibre shows it correctly at BetterNet 1000 with 900 symmetrical
Looks like they have fixed the mistake now, logged into the website and saw correct price for Bill now.
While I’ve not had a billing error from them, I did get two emails from them about my bill, But I just presumed that was because the date they generate the invoice was close to the switch. My payment was taken this morning the the web site still says “payment pending”, however thats to be expected as it does take a few days for everything to clear, esp as brsk were using Stripe to handle Direct Debts.
However my “gripe” with the switch hasn’t been directly related to billing, but account management and the decision to offer discounted pricing before the switch has fully happened.
So they they are currently offering 2Gbps for the cost I am currently paying for 1Gbps to existing customers if they recontract. Well might as well take advantage of that.
I can’t upgrade my speed via the website, the UI just tells me to start a chat, you click the start button and it says “We moved our chat to the app”! FFS!!!
Ok, I get it, it allows for easier asynchronous communication, but I fell they could have still wired this into the chat on the website if a customer is logged in. But Fine, Whatever, I’ll download the app, only to be presented with the message say because of high demand they have paused chats and to email them.
So I email them, email auto replies with a support case number, with a note saying they are aware of the billing issue, and will respond within 72 hours. No response!
So I call up support, and on hold for over an hour, when I finally get though the support agent tells me that as I’m a brsk customer they can not process the recontract, it will have to be handled by brsk and they will escalate the issue, I’m still waiting to hear back from them.
I get there will be teething issues while merging two system together, thats fine, as someone working in the field I expect those issues, but what gets me is why announce a offer your existing brsk customers would love to take up if a) you don’t have the systems inplace to support those customers, b) Your customer services are already pushed to the limit dealing with other issues related to the merger!
Not the end of the world, I can wait a few more days, rather happy that atleast for now its an ISP that instead of jacking prices up mid contract I will effectively be getting two speed increases in 6 months for the same price I aggred to when signing up. (though that does now mean I will be at the end of the cheap upgrade path as the current offer is only available for existing customers increasing their speed). Just feels like its an unforced error by the company.
Just had the notification from Stripe that they have initiated the direct debit for almost double what I am actually contracted for, even after responding to the incorrect invoice requesting it be corrected before debiting my account 2 days ago (no response from YouFibre)
Have already sent another email again advising the invoice is incorrect and they are not authorized to debit my account until it’s corrected…