YouFibre finally arrived in my area, so I made the switch from Virgin Media after 7 painful years. I opted for the 2000 Mbps package with guaranteed 1800 Mbps Upload and 1800 Mbps download bandwidth. The installation on Friday 21st November was perfect, The install engineer, Jami Ratcliffe did an excellent job, he was professional and efficient, a nice guy, thank you Jami.

Unfortunately, it's all gone horribly wrong since then. On the 22nd Nov 2025 I noticed I was only averaging 900 Mbps Download/Upload using a direct Ethernet connection from my laptop to the router. I worked in the IT/Data Centre industry, so when I conducted the speed tests I Knew not to have any other ethernet devices connected, Wi-fi switched off, no VPN's or Cloud services running etc, in fact, nothing else running at all. I tried 3 different cables, CAT 7, Cat 10, and two different laptops. I also tried different cables from the ONT to the router. All the results were consistent, Ping 4-7ms, maximum 900 Mbps Download/Upload. I carried out 50 tests via SpeedTest, all results were consistent with minimal variation. Almost as if my bandwidth was throttled by 50%, coincidence or not?

The technical level of customer support personnel employed by YouFibre is truly shocking. It reminds me of the bad old early days of the internet. Even after submitting my detailed test report findings, I was asked to turn the router on and off, pull the ethernet cable out and plug it in, check the cable for damage etc. They also tried to inform me that the download bandwidth was a healthy 1227 Mbps, even if true this is still 63% less than I'm paying for. No proof was provided of their tests, so I'm sticking to the average maximum of 900 Mbps I achieved over 50 tests. YouFibre also reported that my upload speed is 0 Mbps, which is ridiculous, my results were synchronous, why?, because the service is synchronous, i.e. similar speeds up and down. Even though I questioned this, YouFibre are now obsessed with sorting out the issue with my imaginary non existent upload bandwidth. Interestingly, if the Upload speed was in fact 0 Mbps, what are they actually doing about it?

So here I am, 10 days and waiting, and no nearer to receiving the guaranteed minimum 1800 Mbps Download/Upload Bandwidth I signed up for. Every time I chase them for an update I get a new case number and the "technician" treats me like a new case. Today I received an email to inform me that my internet is up and running?.

On a separate matter, I emailed YouFibre last week to advise me where I can upload my Virgin Media final bill for youFibre to settle it, I'm still waiting. On the 26th Nov 2025 I sent an email to YouFibre's complaints department, so far I have not had a response. I honestly did not believe customer service this bad actually existed. If someone had told me it would be infinitely worse than Virgin Media I would have had a seizure from laughing so hard! It's almost as if YouFibre are going out of their way to be unhelpful. I keep having to remind my self I only signed up with them 11 days ago!

If YouFibre even bother to read this, I just know I'm going to receive the stock standard reply about them being sorry about the less than satisfactory service I have received etc, and to contact them to resolve the issue. Unfortunately for YouFibre they first need to understand the issue in the first place, in order to resolve it.

Updated Review: 10th Jan 2026:
On 2nd Dec 2025 I was contacted by "K", (YouFibre Team Leader). Assuring me the issues would be resolved, and he would be with me every step of the way.

3rd Dec 2025 I was contacted by "L", (YouFibre Customer Services). An engineer visit was arranged for the 5th Dec 2025, "L" would follow up with me on the 7th Dec 2025 to make sure everything was good. He also mentioned "a gesture of goodwill" for my trouble.

Dec 5th 2025:
The engineer found a fault with the ONT, once resolved the router achieved an average Ping of 6-7ms, and Download/Upload speeds of 1800 Mbps. Within a day I was experiencing constant disconnections with my devices. Phones, laptops and camera's refused to connect, whilst others were fine. I was also experiencing complete loss of Wi-fi. I conducted many speed tests, I was back to a maximum of 800-900 Mbps Upload/Download. In reality only achievable 1 metre from the router, @5 meters it dropped by half, another 5 metres, more than half again. The router is extremely unreliable and has no range, Wi-Fi 7 simply doesn't work on this device.

I'm now using my old TP-Link Archer AXE75 Wi-Fi 6 Router, it works perfectly and outperforms the YouFibre router in every way. On the plus side I did get my Virgin bill settled (partially). Just in case you're wondering? I never heard from "K&L" again! and there was no goodwill gesture!