{"id":45316,"date":"2026-03-26T16:08:00","date_gmt":"2026-03-26T16:08:00","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=45316"},"modified":"2026-04-07T14:57:37","modified_gmt":"2026-04-07T13:57:37","slug":"broadband-isp-migrations-from-brsk-to-youfibre-trigger-uk-billing-errors","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/03\/broadband-isp-migrations-from-brsk-to-youfibre-trigger-uk-billing-errors.html","title":{"rendered":"Broadband ISP Migrations from Brsk to Youfibre Trigger UK Billing Errors UPDATE"},"content":{"rendered":"

Some of the customers who have recently been migrated from broadband ISP Brsk to Youfibre<\/a>, which reflects the Substantial Group’s (Netomnia<\/a>) recent decision to merge their two retail providers (here<\/a> and here<\/a>), are now complaining of being hit by billing \/ invoicing errors (e.g. inflated bills) and other issues after making the transition.<\/p>\n

Youfibre<\/a> had pledged that there would be \u201cno immediate changes<\/em>\u201d to Brsk\u2019s 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.<\/p>\n

Sadly, it appears as if some of Brsk customers who have just completed the switch to Youfibre<\/a> 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<\/a> as a result).<\/p>\n

ISPreview has received quite a few messages about all this (examples below), but social media is similarly full of complaints (X<\/a> and Reddit<\/a>). 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.<\/p>\n

Sample Brsk Complaint 1 by Greg:<\/strong><\/p>\n

“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).”<\/p><\/blockquote>\n

Sample Brsk Complaint 2 by Chris:<\/strong><\/p>\n

“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 \u00a344.90 from \u00a324. I assume it’s an error.”<\/p><\/blockquote>\n

Sample Brsk Complaint 3 by 6wl:<\/strong><\/p>\n

“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.”<\/p><\/blockquote>\n

Sample Brsk Complaint 4 by Omar:<\/strong><\/p>\n

“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!”<\/p><\/blockquote>\n

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<\/a>).<\/p>\n

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.<\/p>\n

A spokesperson for Youfibre told ISPreview:<\/strong><\/p>\n

“We\u2019ve completed the migration of the brsk customer base to YouFibre which in the main has been a success and has not affected customer\u2019s broadband services. We are aware that we have issued some incorrect invoices in the past 24 hours \u2013 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.”<\/p><\/blockquote>\n

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\u2019s account<\/em>“. 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.<\/p>\n

UPDATE 7th April 2026 @ 2:48pm<\/strong><\/p>\n

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.<\/p>\n

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<\/em>,” said a spokesperson for the ISP.<\/p>\n

Youfibre added that they’re still “working hard<\/em>” 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<\/em>,” said the spokesperson to ISPreview.<\/p>\n","protected":false},"excerpt":{"rendered":"

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.<\/p>\n","protected":false},"author":1,"featured_media":40094,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[2660,472,56,2353],"class_list":["post-45316","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-brsk","tag-business","tag-fttp","tag-netomnia"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/116296344102483301","error":""},"yoast_head":"\nBroadband ISP Migrations from Brsk to Youfibre Trigger UK Billing Errors UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Some of the customers who have recently been migrated from broadband ISP Brsk to Youfibre, which reflects the Substantial Group's (Netomnia) recent\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/03\/broadband-isp-migrations-from-brsk-to-youfibre-trigger-uk-billing-errors.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Broadband ISP Migrations from Brsk to Youfibre Trigger UK Billing Errors UPDATE - 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