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RG13

Pro Member
The customer service is atrocious.

IMG_2351.webp

Uh-huh.

For two days, I and at least one other customer were completely out. Just more than two actually. No proactive notification, nothing. One other customer that I know is on the same line wasn’t home. Fortunately, neither was I, but things I use remotely were obviously unavailable.

My chat with CS was less than fruitful. Over about 30 min, no info was provided as they were waiting for some other team. The suggestion that something would be sent to me with info after the fact was met with nothing but a satisfaction survey email this morning.

While the service itself has generally been fine, the customer service…total pile of…
 
There was a clip on Facebook of one of their door to door salesmen knocking someone out on the street the other day 🤦🏼 they don’t seem to be the best! Unfortunately your experience seems to be in line with what other people report; great speeds and price WHEN they work, as soon as you have an issue you’re kinda in the s***

Just done a quick google and have turned up a phone number (0330 822 2222) maybe worth giving them a call - I know a lot of the live chats are a 3rd party, who just pass the info on to the actual company to deal with.
 
I’ve spoken with them many times. There’s only been one guy that I’ve spoken with that has been worth anything. Actually attempted to troubleshoot and solve the issue. Everybody else has been completely useless.
 
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This is concerning, it sounds like their customer service has taken a dive. I needed support from them about a year ago and they were very quick to identify and resolve the issue.

I hope I don't encounter any problems again if this is the service I can expect to receive.
 
If plugging it out and back in fixes it, and it’s a one time thing then it’s not an issue
 
If plugging it out and back in fixes it, and it’s a one time thing then it’s not an issue
If that were the issue, then I’d contend why was it required? But that’s neither here nor there in this instance.
 
As no one bothered to actually respond to my chat last week and failed to respond with the promised info (instead just kicked out a satisfaction survey) I tried to chat with them twice. The first time, the person I was chatting with seemingly decided to reset my ONT with no notification whatsoever. That's nice.

A second chat ended nowhere, so I called, and the person decided to also reset my ONT, while I was on hold, with no notice whatsoever. Seriously...WTF.

As they didn't receive any other call about the outage, they have no correlation to anything and simply towed the line "there was no outage in the area." Great. Seems there are no historical logs they can pull from the ONT. I'm hoping to have a better conversation with the tier 3 folks to discuss rolling our own ONT without too much push back or effort as if they're unable to provide this, what's the point? I appreciate this is residential service, but come on...zero reason to have no visibility into their equipment. As such, give ME visibility so I can at least see that side of it.

Edit:
Now they’re just trolling me.

IMG_1103.webp
 
Last edited:
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This service has gone down at least three times in the last week. Was originally scheduled to have a visit Friday. Had to postpone to today. Apparently someone was poking around the street Friday but did they show today? Nope. Just another satisfaction survey. Did my request to talk to someone in T3 get responded to? Nope, just another satisfaction survey.

Soon to cancel these guys and good luck trying to charge me an early termination.
 
Daily checks rely on use of their router, unfortunately. Standalone ONTs can't run speed tests.

The ONT isn't their equipment. Netomnia and YouFibre aren't quite the same.

There's no web GUI or whatever on the ONTs: they are managed via OMCI. Event logs are limited in what they'll show and anything that doesn't impact the entire port will require an engineer visit anyway.

Not aware of any company in the UK that allows PON customers to bring their own hardware. Most don't go out of their way to stop you but there's really not a lot of troubleshooting to do. If the ONT is provisioned and isn't connected there's a light problem, it's powered off or it's faulty.

I'll ping someone at YF, see if they're aware of this.
 
Thank you. While I appreciate the ONT is effectively a dumb device, the fact that there is no correlation between myself and the four others that are seemingly connected to the OLT is ridiculous at the best. They are reliant on information from the customer. I happen to have a more watchful eye than others. And as I work from home, I’m certainly quicker to notice issues in this respect. Admittedly, not having worked on the service provider side, I’m not 100% sure on what an OLT will provide, but I would assume enough information for them to see these types of issues somewhat quickly.

While the ONT doesn’t provide information, I would expect the OLT to provide that information such as device drop offs, etc. Even in my world, we struggle to properly monitor light levels across hundreds of cross connects (which is really a nice to have, not a need to have). But given the nature of this topology, I would have assumed that this level of detail would be more readily available.
 
I think some expectation management is needed if you're expecting the supplier of a £30 for a gigabit service to dive into ONT logs for a fault that seemingly didn't impact their ability to connect to said ONT.

It would also generate thousands of false positives if they fired off alerts when an ONT dropped off the network - it's completely reasonable to perform regular automated speed testing from their supplied router and determine a fault threshold based on these results, while relying on the customer to phone in for total outages.

I'm not going to defend support closing cases without any contact, or rebooting ONTs without telling you what is going on.
 
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While not to get pedantic, I'm not paying £30. My expectation is some semblance of customer service. My wish is to be allowed the opportunity to roll my own ONT. Based on this experience, there is zero downside for them. Not too far away from running your own cable modem. The provider still does the corresponding provisioning of the gear, but I have access to view relevant things and configure as required on my side of the line with the added benefit of seeing certain things on their side of it.

I appreciate the sentiment with respect to weeding out issues where I disconnect my ONT, or otherwise have power hits and the like. It's one thing for sporadic issues such as this. It's surely another for multiple week, several hour or day at a time and multiple customer issues. Monitoring systems, even open source (free) ones have enough logic to correlate and alert on correlations or repeat events, which is to say remove some false positives.

An on site tech has just shown up, unaware of the fact that it was discovered that all four clients are down on this line. As expected, he validated that my local line is good. Was receiving ~-28dBm from the head end. Not a total light loss in my experience, but certainly significant degradation.

Given the lack of insight, monitoring, whatever you want to call it, this is my argument for those that want to roll their own ONT be given the opportunity to do so. The dmarc can remain the same, with YouFibre simply stating fix your own stuff or put the original back in place should support at the phy level be required. The counter to that again is that I can provide them info without sending anyone. I'd be able to say, yeah, I'm getting crap light. Yes, I'm sending good light. Etc...

But I digress...
 
YEZ PLZ! I want to see!
 
Just to follow up here, I've had a few good conversations with some folks and for me, am happy with the outcome. While nothing has explicitly been mentioned on how they're going to improve, they seem to be cognizant of the fact they need to. Time will tell.
 
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