Youfibre 

I had a fibre sales agent attend my residential property and discuss a new contract. I made it explicitly clear that I would only proceed if the agreement was set up as a business contract, consistent with my existing arrangements.

The agent, along with his manager (Lewis, who I spoke to directly by phone), confirmed that this would not be an issue. On that basis alone, I agreed to proceed.

Since then, the experience has been extremely concerning:

Multiple attempts to contact them (including 30+ minutes on hold) with no response
Two written emails ignored
No effort to correct or update the agreement as promised
No acknowledgement of my request to cancel

This raises serious concerns about how customers are being handled.

⚠️ Key Issues & Potential Breaches

Based on what occurred:

Misrepresentation – I relied on clear assurances from both the agent and manager that the contract would be set up as a business agreement. That has not been honoured.
(Relevant principle: Misrepresentation Act 1967)
Failure to honour cancellation rights – I requested cancellation within a reasonable timeframe and received no response.
[Inference] If this was agreed at a residential property, distance/off-premises selling rules may apply under the Consumer Contracts Regulations 2013, which typically provide a 14-day cooling-off period.
Poor customer service / obstruction – Ignoring communication attempts while a contract is active is unacceptable and suggests a lack of proper complaint handling procedures.
Potential unfair trading practices – Agreeing terms verbally to secure a sale and then failing to follow through raises concerns under the Consumer Protection from Unfair Trading Regulations 2008.
📉 Overall Experience

This has been a very poor and frustrating experience, particularly given that:

The agreement was made in good faith
The terms were clearly discussed and confirmed
There has been no meaningful follow-up or resolution

I would strongly advise others to get everything in writing before agreeing to anything, as verbal assurances in this case have proven unreliable.

❗ Final Note

I am still awaiting a proper response and resolution. Until then, this matter remains unresolved.

All in all excellent.

Wesley was very professional and reassuring. He gave my peace of mind back.

The way the company handls this error is great. I was informed all way through. Probably if I received an email before hand to inform me that my invoice might be wrong I wouldn’t contact them. But still a very good experience.

Glad to see the new company does care for old customers.

Absolutely terrible service. Been with them a short while and had nothing but trouble with the internet. I’ve been trying for days to get to speak to someone and just left on hold for over half an hour each time! I’m now cancelling. My advice is stay well clear!

Install was completed within the 2hour quoted timeline by Nolan. He was very professional and did a very tidy install. I was very pleased with the work carried out

Absolutely atrocious company, internet went off Sunday afternoon waited for a call back Tuesday no call back spent an hour on phone and then a South African call centre picked up can’t even give me a date for an engineer said they will check again on Thursday no internet still.
I will be getting a new provider quicker than I’ll get a call back from YouFibre.

Still waiting for engineer to put up the phone line. I signed up when it was brsk in Feb as I heard good things about it.

When the installation date came the engineer couldn't do it as the grass was wet to go up the phone pole and said he will come on a dry day. I had to chase brsk to reschedule as there is no contact between engineers and the company.

So the second engineer comes and installs the router the phone line box thing inside my house but same excuse again that the grass is wet and he will book me in asap but that never happened so I had to chase it up again.

So the third engineer comes the following week and says the same thing again, then get a text saying my pole was defected, someone would come find a solution with 72 hours no one came heard nothing since last engineer.

Since they have become youfibre no response whatsoever I have emailed twice and the chat never works, ringing up and never get a call back and then rang again waiting on the phone for over half an hour I hung up got tired of waiting. So next step is messaging them through there socials for a response. Nothing whatsoever. I am this close to cancelling if they don't get in contact by the end of the week.

I can't rate the broadband only customer service which is non existence at the point.

There needs to be a zero star option for companies like this!

The worst company I've ever dealt with. 3 times I was on hold for over an hour after my internet was wrongly shut off after an abysmal switching service. A service I never wanted as brsk just decided to sell to a company with one of the worst reviews for any ISP ever!

I literally was on hold for an hour. Spoke to someone who put my internet back on, was told someone from the "brsk switch team" would be in touch within the hour to sort out any billing issues. Then 5 mins later my internet was switched off again!

I rang back, on hold for another FULL HOUR before speaking to someone and then they said they would transfer me and the line went dead. Never called back!

3rd attempt after waiting 2 hours hoping someone would actually do their job and call me back, I tried again. 1 HOUR AND TEN MINUTES LATER. They finally answer. Before I even confirm my identity they try transfering me and I get "application error, goodbye" AGAIN.

THIS COMPANY IS A JOKE. I AM CONTACTING THE INTERNET OMBUDSMAN AS THE SERVICE YOU PROVIDE IS ABYSMAL AND YOU SHOULD BE FINED.

After a 5th and final phone call (I really need my internet active for work and my security system) and waiting a further 1 HOUR AND 30 MINS! I managed to speak to a very helpful Keabetswe. She was able to help restart my connection and finally fix the issues which took over 5 hours on hold! Keabetswe was very helpful and apologetic and even rang me back after I explained how horrendous my day was. So I feel I need to make special mention for Keabetswe as she finally gave me the help I was needing for a full working day almost.

I will be raising a complaint and will definitely be speaking to the internet service onbudsman as today has been the worst customer service experience I've literally ever had and can conceive will ever have..

Absolutely disgraceful, sheer nerve, shocking customer "support". Stock standard lip service scripted impersonal responses, empty promises no follow up on times and days . No show of staff at all regardless of advanced notice of booked construction works. Blame department shifting from you fibre and Netomnia installers. ( Equally unsupportive ) More holes in both their admin than a swiss cheese between them . ASK their names for proper accountability. They're too quick to seal the deal, within two days of contract and in this instance, without proper thorough site assessment. It took countless emails calls and now 9 months today is 16th March 2026 to sort out a mess. That's still unresolved. They have been misleading, willfully dragged out, information aswell as site visit only untill after some vital works had been done, more still to do. Putting in another 30 days notice is taking the Swiss cheese. Up and down round and round like a gigilo jeans on a fairground carousel. Just plain simply God Awful.

Appalling Customer Service. You Fibre have failed to port in our phone number and the customer services in South Africa are a joke. Constantly putting me on hold for up to an hour and then just hanging up. Refuse to escalate the problem and claim that there is no one in the UK to deal with the problem. Having spent the best part of 5 hours on the phone and on hold being ignored and tread badly I have no hesitation in suggesting that you should look at more reputable companies even if it does cost a few pounds more.

Custom be warned scammers billing for 5month in one month, they won' answer calls someone based in South African will answer your call and lie to your face over the fone I was charged for Amazon device was used without my knowledge I have signed up for the second time in January I have received bill higher than my normal bill I will tag them on x and Facebook exposed them so customers will be aware of these scammers.

I had been using You FIbre when i moved houses in September 2024 ,I informed them, they to me to carry my router of which I did
They did the set up
Now I have been double billed for 5 months ,I have been calling talking to different people but after the call no cancelation were being done ,each time I get promised my money back ,but to avail ,they would just ignore me
Today 4/3/25 I called again, spoke to Caroline it was less than 30 min bit she did the cancelation Simplified questions yes iwas angry but the way she spoke to me ,I remained calm because I realized that she is very professional, I knew it right away that she was going to be helpful
I got my cancelation email soon after the conversation.
I m so happy about the broadband service, but this treatment was really pissing me off.£60 a month who has such money

Had a billing problem and agent Matt C was helping to sort this out for us. Which he did was quick to reply and was very helpful. Thank you so much Matt wish they were all as easy to communicate with as you were

Be warned!!!!Youfibre’s sales team are dishonest. I was told that YouFibre would pay to buy out from BT my previous supplier. The sales representative estimated my buyout out to be over £300 and so suggested I wait for a month. Doing this would bring my buyout figure to below the £300 maximum that YouFibre advertise. At no point was I informed that the buyout was partial and only reflected the broadband part of my final BT bill. So it has cost me £260 to leave BT but YouFibre will only give me £106. So advertising that they will pay “ the costs of ending your contract” is at best misleading and at worst a blatant lie.

The worst company I have ever dealt with failed installations then a phone line that has never worked it's been four months of e mails phone calls pictures. Stay away especially if you have elderly people to look after as they won't be able to handle online and phone departments which are totally useless. I wish I could rate them zero stars if the option allowed. Also the WiFi signal doesn't cover the dead zones as advertised by the salesman said would. Any problems with sky or BT services after a phone call engineer arrives the next day. You fibre will do anything they can not to send an engineer even when I finally was told on a Friday I was having an engineer I got an email on following Monday saying engineer cancelled. Stay away if you want the worst technical support ever they want you to solve the problem.

I notified Youfibre that I was moving house and provided them with my mortgage agreement. Youfibre didnt deliver at my new address. All the equipment was sent back in November. Since then they have taken 3 extra payments. Ive contacted them multiple times and have been advised of a refund that I am yet to receive.

I wish I could give 0 star.

This has to be the worst ever customer service in the history of humans.

When everything works and you don’t need there customer service (who read from Chat AI) the everything is fine.

If you are a current customer who has upgraded for a speed increase form 1000mb to there 2000mb then you are in for a world of pain, headaches, and stress levels only a none human can deal with. I signed up to a new contract on the 13th February as I was nearing the end of my 2 year deal. It was only going to cost me £5 more than what I was paying for double the speed and a new White Sagecom WiFi 7 router (not the pro router others have have had) now on the phone most of yesterday as the router wouldn’t even work. Then after many hours dealing with someone who I thought knew what they were doing said she would phone me back. She didn’t until I messaged someone with a ticket. Now today I’ve tried about 7 times in there chat in the app to speak to someone that is none existent and when I did manage to speak to a single person they sent a message that they didn’t write out as it was just to fast and perfect English and was 100% from a script. This I short said to do speed tests and to send them photos and I did and they kept asking for more and to re test and this was not forgetting the person who rang me back up saying it can take 24-48 hours for the speeds to catch up. Errr no they don’t as once the ONT (box on the wall) has been Re-provisioned it then takes a 1-15 minute reboot of the ONT and the router the speeds are there. I know this as there are customers who have been and are going through the same situations I am. And I bet there are customers who who read this and have been through the same insane process. All this is on Reddit from real customers from real world users not customer service who state they are wrong. Some users have had the pro router delivered free of charge. I’m still on the same speeds and I’m still being Thrown pillow to post and now they have stopped replying to me emails. I’ve been very nice and very polite to them with no malice towards there staff. But now this seems to be and endless circus and this is not going to get sorted until someone from the UK who knows how to re-provision my ONT properly as I know there is as these people have been named that it takes them a max of 15 mins to switch me to the new contracted speeds that I’m now paying for. I will update this review once this has been sorted. This is not going to be a good journey and will be contacting the ombudsman if this is not sorted by tomorrow evening this is the 48 hours one of the agents told me to wait until. P.s forgot to mention the new router (sagecom is really bad) the WiFi is the worst of the worst and maybe this is a ploy for you to take out there mesh system at extra charges. Glad I’ve got my own super brilliant mesh system. But the mesh is nothing to do with the speeds I’m getting. And today I had a total loss of internet with this new Sagecom router. I can go on and on. But if you are a current customer thinking of upgrading early in contract then don’t. Wait until your contract is finished then it’s up to you is you want to stay with them.

A You Fibre cold-caller claimed that Virgin Media are planning to change how they provide broadband in the area. They said this would cause my service to severely deteriorate, so I needed to sign up with You Fibre before it happened. When I told her I was mid-contract so the early termination fees would cost me hundreds, she claimed that she'd spoken to customers all over the country who said it would cost even more money & time to restore their service to its current level & it would be the same for me if I remained with Virgin. If this is the case, surely it would have been in the news? I had to tell her several times that I would look into it later before she finally left.

I spoke to shaz A today was brilliant clear and fast at helpful to resolve my problem customer service was excellent

I’ve been with YouFibre for about three years, for some reason it took them a month to set up our service so we had to survive weeks without internet despite needing to work from home, but once set up, we had no issues. UNTIL my elderly mother moved house. She wasn’t happy with her existing provider so I recommended YouFibre, which would ONLY be possible because they buy out (refund) the existing contract. Except they don’t. They don’t even respond to your “claim” for the buyout offer. Several emails, to several email addresses, and NO RESPONSE. They’ve defrauded a pensioner out of nearly £300. Complaint filed with Ofcom, and now leaving an honest review. Shocking.

I wouldn’t even give the company any stars they need investigating as they lie though there teeth to get you to sign up. Like other on here wish I had read reviews and seen that it was a complete scam ? Like other I had a salesman come to the door promising me cheaper broadband and faster speed and I admit I feel for this and they told me like many others that they buy you out your contract this is a con ? So I left sky when technical I haven’t as the switch didn’t go through anyway they came to install the broadband and it worked for half an hour no joke and I immediately said I wanted to leave tried to tell me that I would pay a termination fee and I told them I have 14 days of a cooling of period and the staff at Youfibre if you can call them that are useless so don’t trust a work there phone lines don’t work and the chat is useless and I have finally told them I’m leaving after a day even though my service with them haven’t even stared as it hasn’t even went live even though the box is in my house so I’m going back to sky on Monday 16th February and I can’t wait to have broadband to work again even though I’m paying a bit more .please beware of the sales people coming to your door it’s all a con and the broadband won’t work you might pay a bit more with other providers but at least it will work and sky have better customer service and you can at least get through to an agent when there a problem another thing with Youfibre they try to bill you upfront and tried to tell me I owe them £31 pound I don’t installed the broadband and it’s doesn’t work and is live even though there trying to say this is and I’ve got just one more day for sky to set me back up so I’ve cancelled the direct debit with Youfibre so they can’t take any money and I would also advise to send the equipment back yourselves as Youfibre try to stall sending this out so you need to pay a termination fee so you go over the cooling off period and I spend 2 hours on the chat trying to get the address after the agents telling me it had to be a pre paid label I’m not taking the chance that it won’t turn up so bear this in mind during your cooling off period or better still AVIOD AVIOD