Youfibre Reviews

AVOID YOUFIBRE. A cheap broadband deal means very little when the service is unreliable and the company refuses to take meaningful accountability.

I genuinely regret choosing YouFibre, and I would strongly discourage anyone considering them from signing a contract without seriously questioning what happens when their service fails.

For approximately THREE MONTHS, I have been complaining about ongoing connectivity problems since installation. Multiple contacts, engineer visits, repeated explanations and countless opportunities to put things right.

And yet, three months later, YouFibre is STILL proposing further remedial work.

Perhaps the most astonishing part is that their own investigation confirmed a physical connection fault at the CBT (Connectorised Block Terminal), which required an engineer to rectify. They have also acknowledged that further equipment is recommended to address outstanding connectivity concerns.

So this isn’t simply a customer complaining about slow Wi-Fi. Their own engineering findings confirm there have been technical problems requiring intervention.

Despite all of this, YouFibre has REFUSED to release me from my contract without charging an Early Termination Fee.

Let that sink in.

I have paid for three months of service that has repeatedly failed to meet reasonable expe

I've been using Youfibre for a month now, with the static IP and landline addons.

The 'Hub7' router they use for new installs is not adequate for hosting. Port forwarding for CCTV, websites, email, etc is broken - the router will allow traffic from outside the network to access these, but as soon as you try to access them locally (NAT hairpinning) it doesn't work. The router will happily help you set port forwards for League of Legends, but it won't do this.

I begrudgingly went and bought a third party router so that I could make the most of the static IP I was paying for. Of course, this didn't have an RJ11 port for the landline, so I had to go through hell with first-line support until they sent me a Grandstream ATA to hook the landline up to. I was instructed to plug it in and it all should (in theory) just work. In reality, I spent another 10 days without a landline until I got in touch with support again. They decided to book an engineer visit - this is where Youfibre really shines. He was understanding of my situation and happy to work with my third-party router despite the lack of official support. The troubleshooting took a few hours, but we eventually got it to a functional state via a different model of router which *is* officially supported by Youfibre.

I'm still trying to find the mythical second support line for an rDNS record, though! ;)

After 5 years "expecting soon" Got it installed.
Engineer was very interested to use OpenReach cable. As I added broadband, told to install new cable from pole.
Have it for few weeks now. In first week had problems with dropped packets, but before I started to do deeper checks, it's started to work properly.

Only problem is very poor first level support. A I need rDNS for emails, asked in their app to add it. They told will add it. Then week no reply at all. Sent even emails to default email. At the end I found email to local support representative and they added rDNS record. Also Mark very professionally helped me with troubleshooting my "dropped packets" by suggesting what and how to perform tests. When I got everything sorted, got reply from first level support that "we do provide rDNS records only to business customers". To tell that they been waiting at least 10 days, but was too late as I got it already. Also, when I was contacted first in 2021 also was told that they adding records.

Speeds Are as advertised, but not exceeding 2013 Mb/s and ping to 8.8.8.8 is ~3.5ms.

Unable to use their router for wifi. It's not pas-through DHCP from my router.

Now I'm happy 2000/2000 (static IP) customer!

I switched to YouFibre and the service was installed on 28 May. The connection stopped working the same day at around 5 pm, and I was left with no internet at home after my previous provider had already been terminated as part of the switch. I work from home, so this immediately affected my ability to work and my income.
I contacted support twice the same day. The first call ended abruptly after I explained the urgency. The second call told me the earliest engineer visit would be 4 June, which means I could be without internet for around a week. I was also told there would be no compensation and no temporary remedy. I then submitted a formal complaint and a ticket, but the auto-response says I will only hear back within 72 hours, which is not acceptable in a case where I have no internet at all.
This is my first day of service and it has been a very poor experience. I am not expecting perfection, but I do expect prompt support, a temporary workaround, and a fair response when the service fails on day one. At the moment I have had neither.

I was with BRSK for over two years before being merged into YouFibre this year, and they did not disappoint.

YouFibre set the tone for all other broadband providers in our area, they offer the fastest internet we’ve ever been offered at 8gbps, all the way down to (a still very fast) 200mbps for cheaper than the ‘big providers’ would even consider offering.

The service aside, their leadership also sets the tone and leads by example. Even prior to the merge I could see YouFibre’s CEO, Jeremy Chelot, active on Twitter (X) interacting with the community and the customer base, giving you confidence as you can have faith that his passion is setting the tone for the rest of the organisation.

Lastly, one thing I really appreciated about BRSK was that they did their referral programme in-house, rather than using a third-party, which in my experience are often difficult to deal with and mean that friends and colleagues you recommend are put off from signing up as the process is difficult and confusing.

YouFibre/Netomnia listened to customers and knew the value of having the refer a friend programme in-house, and incorporated the same referral code process at YouFibre.

Don’t use YouFibre. Something bad has happened in the process of merging BRSK with YouFibre. Our first individual contact with them as a customer being ported from BRSK was a rude email claiming we had cancelled our direct debit, and therefore threatening us with disconnection if we didn’t pay straight away (via a link in an email, for goodness’ sake! Have they not heard the advice not to click links in emails from unfamiliar senders, especially if demanding payment?). Also, our next bill was not due until the next day anyway.

It was odd enough that I thought it was a phishing email,so thought I would ring to check what had happened. I rang about 15 times and waited several minutes each time without success. So I tried emailing. Two days later, and no response. In the meantime I tried the chat function in their app. It took them nearly 24 hours to respond to that and the only response so far has been to ask what the problem was, when I had already told them.

But why am I even surprised? This is how companies behave these days. I doubt whether the solitary response was a real human rather than the AI that has clearly generated all the responses to negative reviews about YouFibre’s app on the Apple App Store.

I had previous highly recommended YouFibre, and defended the service from very harsh criticisms on platforms like Reddit where a lot of the posts are highly negative. The router YouFibre provides seems to be the cause of a lot of customer issues and I cannot recommend YouFibre unless you are technically proficient enough to provide and manage your own router.

In terms of customer service, the online chat functionality appears to be completely unavailable - over the past week when I've tried to use it, it simply says they are busy and won't initiate a chat.

If you are lucky enough to have no issues, you might be OK with YouFibre. However if someone asks me now, I would recommend to avoid them.

I had a frustrating experience with youfibre. My broadband order faced registration and installation issues, and despite promises of compensation, I haven't received it. The service was activated with an incorrect router, and I am not getting the advertised Wi-Fi speeds. Additionally, customer support has been very poor. Overall, I am very dissatisfied.

So the headline speeds are pretty close to advertised and I have had zero downtime, occasionally I do get DNS or some form of routing issues where website take an age to load and requires swapping DNS servers to get glowing again, swapping back an hour or so later.

YouFibre also have far too many Routers they use and I am sure this does not help support.

The web chat never (for me at least) ever gets an agent and sending in an email you gets boiler plate responses.

There customer service and connection has been top class and fro. My experience so far speeds are great. On 900 mbps contract but I consistently get 1.1 gig down and 710 up!
If you you are thinking of joining youfibre, I would not hesitate as my experience has been top class.
If you join using my referral link, we can both earn up to £100 cash. Go to - http://aklam.io/xBcFb9

I have been paid and quite quickly, couple weeks, not months or years like cashback sites!