Provider cancelled installation date without informing,can only confirm a date 4 weeks Youfibre

erik85

A couple of months ago I signed up with your fibre before sales. Customer support team has always been excellent at replying to questions always available and quick.

We had an installation date booked in for last week since 6 weeks and to my great surprise no one showed up on the date and there was no communication about it. 
On the date, numerous call to customer support team has highlighted that the after sales customer service team is absolutely useless and clueless. The fact that I am without broadband is absolutely not a consideration or an interest to them 

Actually it has only emerged now that the installation process takes place over two different days, a first date for the external install and second date for internal install.

At the moment we are looking at the final install date around 4 weeks from now

I am absolutely bewildered that a broadband company can operate like this in the year 2024.

I am at loss at what to do now, Youfibre is not part of the Ofcom compensation scheme whereby I would to receive money everyday that I'm disconnected, signing up with another provider is also going to take a few weeks, we are both working from home, are we just going to accept the fact that we're not going to have internet in the year 2024 for full weeks and they there is no way of expediting these and that there is no way of getting a compensation?

This has happened last week and to date when I think about it, I'm still actually speechless. 

Thanks for any opinion or concrete actions that you may suggest

born_again

Ask them if they will supply a mobile  internet connection for you will connection is made. If not then look at getting one yourself, as a back up (see below)

Is this a business level connection (which should have SLA) or just a humble home connection. Which is not really suitable for 2 WFH, given no SLA on them.

erik85

A humble home connection.
Will ask about the hotspot, but I can't imagine that's an option, based on how useless CS has been until now.

Tbh getting a business connection never crossed my mind, I've always thought it was something aimed at someone running a business and didnt realise a private person could get it .
Someone to keep in mind for the future I guess

onomatopoeia99

If you WFH then your livelihood depends on that connection, so it's worth spending for a quality service rather than seeking a "deal" to save a twenty quid a month. 

What were you doing for broadband before you signed up with Youfibre and what has happened to this provision?