YouFibre Reviews 89,083

Clayton, our installation engineer, did a great job. He was efficient, friendly and a tidy worker.

I had to get support with a couple of things. The support from Youfibre was excellent, sorted very quickly through the app. Their Jasmine and Happy Mboweni were really helpful

Ive been with You Fibre for almost a year and wish I had made the switch sooner. They provide a broadband speed which none of my previous suppliers were able to do. Yesterday, I had to call in as I'm moving home and was expertly dealt with by Mmatumelo. She handled my call in a fast, efficient and friendly manner and is a credit to YouFibre.

You Fibre have been my internet provider for 18months and I have never had a single problem or issue. Unfortunately I am moving home and have had to change provider due to no coverage at my new address. I spoke to Ryan W who was extremely helpful, friendly and efficient.

Bianca was very helpful and gave a speedy and thorough response.

The nightmare of Youfibre continues. Having spent over a month with no wifi, the connection returned and compensation for the days lost plus incurred costs agreed. Part die to be credited to me directly, to he other part as a credit to my account. That was 5 weeks ago, still nothing. I'm several hundred pounds out of pocket and Youfibre clearly don't care. Lelane from the team was dealing with this, hasn't ensured the final step was completed and now isn't answering emails. Youfibre themselves when I've emailed 2 weeks ago also not responding.

The only way you get anything sorted with this terrible organisation is writing here. Do not under any circumstances sign up to using this company, they do not know the meaning of customer service.

Appears I now need to approach the press as I'm not being this out of pocket financially.

ANYONE THINKING OF USING YOUFIBRE? AVOID.

I genuinely thought this issue was resolved back in November 2025.
I cancelled my YouFibre service within the cooling-off period and made absolutely sure there could be no misunderstanding. I confirmed this with their agents on THREE separate occasions and was repeatedly assured that:

My cancellation was valid

My account would be closed

I would NOT be charged any early termination fees

I have written evidence confirming all of this.

Fast forward to May 2026 and somehow my account is STILL showing as "Pending Cancellation" and STILL claiming I owe £594.83.

But wait, it gets better.
On 21 May 2026, I received an email saying:
"Thanks for setting up your Direct Debit with YouFibre – we've received your instruction."
Then on 29 May 2026, another email arrived:
"Your payments are all set."
Oooh, the nerve of this company.
I had already cancelled my Direct Debit months ago. I certainly did not authorise a new one to be set up. Yet here I am, six months after cancelling, receiving emails suggesting payment arrangements are being put in place for a debt that shouldn't even exist. So now we are setting up direct debits without consent? TWICE?! I had to cancel the direct debit and they set up a new one, as evident on my online banking.

This is NOT legal. If any money is to leave my account it is ILLEGAL and I will contact the FCA.

Let's recap:
• Cancelled within cooling-off period.
• Confirmed multiple times that no fees would apply.
• Received written confirmation that no early termination charges would be charged.
• Account should have been closed in November 2025.
• Still showing "Pending Cancellation" in May 2026.
• Still showing an incorrect £594.83 charge.
• Receiving Direct Debit setup emails despite cancelling long ago.

At this point, the broadband issues that made me leave are almost secondary. The real problem is the administrative chaos that has followed ever since.
Six months later, I am still chasing YouFibre to honour the cancellation that their own staff repeatedly confirmed.

I require the following actions immediately:

Written confirmation that my account has been fully cancelled and closed.

Removal of the £594.83 charge from my account.

Written confirmation that no payments will be taken from me now or in the future.

A full explanation as to why Direct Debit setup emails were generated in May 2026 after my account had already been cancelled.

Confirmation that any Direct Debit instruction associated with my account has been removed.

I find it unacceptable that, six months after cancelling within the cooling-off period, I am still having to deal with an account that should have been closed and charges that should never have existed.

If this matter is not resolved promptly, I will have no option but to escalate the complaint to the relevant Alternative Dispute Resolution scheme and any other appropriate regulatory bodies.

I look forward to your reply.
Old Case no:SC2354787
Old invoice no:INV5504362

Switching to youfibre.
SpliceLord was exceptional. Conscientious and patient with this 'old technophobe'.He took care around our property,nothing was damaged and he was very knowledgeable about his job.So far the Internet speeds are great,had no drop outs or cold spots so we are very happy,hopefully this will continue. Thankyou

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 having a problem with my WiFi connection, I started a ticket enquiry and withing 10 minutes I received a call back from Lerato C. Lerato was very understanding and very helpful. Im not sure yet if the problem is resolved but Lerato did what he could to help me.
Very impressed.

The operative was a 1. kgomotso was very tolerant with me as I'm not so good with the Internet

These guys are terrible! They’ll take your money and leave you with no internet. Avoid, Avoid, Avoid!

Pretty sure they also had my Google review taken down for sharing that they took my money when I was receiving no service. Still yet to receive any reimbursement of any kind.

Thank you Youfiber everything from start to finish was great all so to Siphesihle Mbhele very helpful when we asked any questions

Simon (splicelord) came to fit our broadband today, he messaged the night before with his arrival time which we found really handy, he was really polite, didn't bat an eyelid when our dog managed to get in and ran at him!!! Lovely man, did a great job and everything looks neat and tidy, would definitely recommend 😊

Installation today and what a nice man, he’s a credit to your company. He explained what and how he would install the equipment and if we were ok with it.
All I can say is FIBRONAUT.
Thank you. John.

I swapped over from sky to be with these guys and I’m having trouble with gaming issues. Waiting 3 days for the tech guys to get back to me. Emailing these guys and getting no reply it’s a joke. Not great customer service. I’m in the cooling off period so I’m out …

My install was done by Steve and he was very professional and explained the whole process from start to finish.
It took around 70 mins from start to finish and he even cleaned up the old cable from the previous supplier.

FIBRONAUT

I joined BRSK (became YOUFIBRE ) on March 1st. Broadband worked perfectly. I could make and receive land landline calls but voicemail 1571 and 1471 never worked. I made about 20 calls each time being told it had been passed to support who would fix it In 24 to 48 hours or ring me. Thus never happened. Today I spoke to Boitumelo H who eventually discovered that YOUFIBRE do not offer this service. The solution is either ananswerphone or having the call diverted. Thanks to Melo but why couldn't the previous 20 agent's tell me that?

Engineer Chris S came to sort out some teething problems today. Was here for less than an hour and managed to get everything sorted. Polite and tidy, nothing to moan about!

Warm and brilliant approach to customer service