I have been a brsk customer for many years, since merging with youfibre it has been nothing but unprofessional customer service no broadband or landline for over a week all around poor service. I was given three separate appointment slots for an engineer to come out to my address. none of which have turned up. Calling back to sit on the phone for an hour to be told by different people that all of these appointments were “miscommunications”.absolutely disgusting. I’ve had the phone put down on me multiple times because they’re unable to help me or get me an appointment. Leaving me with no resolution. No Wi-Fi or landline, I have a special-needs daughter non-verbal needs a device in order to communicate without the broadband it does not work sufficiently. I also work from home and require the landline to be working in order to make money for my family, which has also been off due to the Wi-Fi not working. they don’t care about their customers. I have lost out on hundreds of pounds in earnings I was also told that I wouldn’t receive credit on my account because it’s not YouFibre policy. I have been requesting to cancel for multiple days, nobody has responded. I refuse to pay any form of cancellation fee, because why should I? I refuse to pay another months of broadband. Why should I? It doesn’t work. I am now with virgin media. Set up and live within 3 days!! And this YOUFIBRE still hasn't responded to my cancellation request! But have the audacity to send me survey requests to rate their company communications! what a joke! DO NOT USE YOUFIBRE!
16/04/26
I am requesting:
Immediate cancellation of my contract
Full waiver of any cancellation or termination fees (BRSK customer of 3-4 years) NOT FIXED TERM
Finally had a response… but not with the news to cancel my account. They’ve completely ignored that request! And instead have decided they’re going to send an engineer out to my property! This is actual madness! The communications with this company is a complete joke. They don’t listen to customer requests but instead are trying to keep me hostage in a account I've requested to be cancelled! They’ve completely ignored me and are doing what they want!
Therefore i will now be escalating the matter! i am requesting a DEADLOCK letter
Taking This to an ADR scheme/ communications ombudsman
CISAS
OFCOM complaint for systemic issues and unfair terms. (I have evidence to prove this)
I have even been sent in the past someones else's billing information which i have proof in my emails
I am a long term customer of BRSK of 3-4 years not youfibre i should not receive termination fees. I do not expect to receive another bill! When youfibre have breached the terms contract and “better faster broadband”. Currently on hold with youfibre for the third time today after having the phone call terminated twice without me being able to say anything.
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