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Network down

Moose73

Regular Member
I have had you fibre for about 5 months in Chorley area and during this period it has been great, decent speeds and always worked, however in the past week it’s been down 3 times now including this morning for about an hour each time. It’s affected my work as I work from home via ms teams.
When trying to call their support, they seem to turn the phones off, online chat does not work either.

What’s going on?
 
There's a similar thread on this; I believe they said their complaints email worked (complaints email)

The other thread is here

DownDetector is reporting that YF is having a major outage, in a lot of areas by the looks of things. This isn't an issue limited to you.
 
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I think the larger issue here, having a couple threads here and a few on Reddit, is the lack of reachability and communication with support. This is the exact conversation I had with a few of their directors four months ago. Seems to me the problems are getting worse, not better.

Appeasing the one doesn't help the masses.
 
The issues caused bursts of load on support having caused widespread problems but, for sure, could handle it better.

No-one can scale support to cover MSOs. Those will always cause delays in response but agreed this could be handled more gracefully.
 
I'd argue only if you don't have any mechanism to deal with it in the first place. That part is not difficult. Tier 1 providers do it. Exchanges do it. We do it.

This part of the service has these subscribers on it. These subscribers have this contact info associated. Mailchimp, Sendgrid, hell, a static email distro list and the pain that is managing that...here's an issue, we're aware and working on it, send.

Alternatively, an automated greeting on the support line explaining said issues before you get to the respective menus.
 
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I agree, turning off all avenues of contact because your company can't cope isn't a viable option and whoever at Youfibre thinks it is, is very very wrong.

I mean they even turned off notifications that they got your email, registrations to the support desk and all online chat functions.......honestly NOT a great way to treat customers and not professional at all. *facepalm*

Still telling them this by firing an email to complaints@youfibre got me the support I required plus a free month, so trust me when I say they are aware that they need to do far better with comms.
 
Last edited:
Do they have a status page? Probably should have one off net, and some kind of status line as well.
 
No-one can scale support to cover MSOs. Those will always cause delays in response but agreed this could be handled more gracefully.
100% agree, however
Do they have a status page? Probably should have one off net, and some kind of status line as well.

A status page would stop a chunk of users calling/contacting support anyway. If there's an MSO a text to users also wouldn't go amiss if it's within "core" hours (7am-6pm)?

There's a lot of self-service stuff they could add, which would at least appease users rather than them trying to get in touch. e.g. IDK if it's still the same, but the Virgin app used to let you "check" your bb and if it found an issue would let you log it with support, no calls, all automated - then they can manage that ISP side. Even if on an outage they have a "it's affecting me also" button. It'd make things easy for compliance with automatic compensation scheme etc. if they end up signed up in the future.

Even if Netomnia had some sort of public status, that'd be a good start. brsk used to tweet status (eww) but its at least *something*.

More transparency around issues/support is something most of the industry could do better with, this isn't intended as a bash - but it's something likely reasonably quickly "fixable" - or at least a basic version implemented.
 
I've had this for the past two mornings in my email inbox...

I hope my email finds you well.

I'm just writing to remind you that we have emergency planned maintenance on our network that will be taking place tomorrow, Friday the 15th of November, 2024 between 00:01AM - 6:00AM.

During this window you may experience interruption or loss of service.

We are sorry for any inconvenience this may cause - maintenance works is hugely important to ensure we continue to provide the super speeds you are used to.

Thank you for your patience and understanding, and I hope you have a wonderful day!

Kind regards,

Nathan
YouFibre Customer Support Manager
 
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