# YouFibre — user reviews > 24 indexed App Store user reviews of YouFibre by Substantial Group Limited, rated 1.67/5 from 174 ratings. - Source: https://appshunter.io/ios/app/youfibre/id6749280843/reviews - App overview in markdown: https://appshunter.io/ios/app/youfibre/id6749280843.md - Rating breakdown: 5★ 20 · 4★ 6 · 3★ 1 · 2★ 12 · 1★ 130 ## Newest reviews (4 of 24) ### 1/5 — Customer service *2026-01-14* Customer service never accurate, gave misleading information stated service would resume in hour, app is not fully operational, out of hours staff are vague and have no executive authority essentially just taking notes not really any actionable service, 12 pm most nights the fibre goes to sleep, a bit pricey for the top speed, buts comparable to lower bandwidths App gets 3 out of 10 for functionality. ### 1/5 — Awful *2025-12-09* Not sure how this got through Apple’s review. I login and met with blank sections and banners where text obviously should be. Going to billing shows countless errors and API endpoints. Billing then shows everything costing £100 and is clearly test data. The support docs are all placeholders and not actual text. Clicking support and sending a message seems to work as I get a push notification response - but I cannot see the message in the app in chat or by touching the notification. A reply from me creates a new issue to them and a new person responds and I then got told to stop messaging them as it was spamming their systems. I’ve tried emailing them and got no response. This is the worst app I’ve ever seen. 1 star is overstating. **Developer response:** Hi there, We’re really sorry to hear about this experience and understand how frustrating it must have been. What you’re describing isn’t the standard experience we expect anyone to have, and we apologise for the disruption and confusion it caused. The issues you’ve highlighted including missing content, incorrect pricing, and problems with in-app support messaging are not intentional and indicate a fault that we will need to investigate. Your feedback is genuinely helpful in identifying where things have gone wrong. We’d like to properly look into this and resolve it for you. If you’re willing, please contact our support team via hello@youfibre.com with your device type, OS version, and any screenshots you’re able to share, and we’ll prioritise reviewing this. Again, we’re sorry for the experience and appreciate you taking the time to flag these issues. Thanks YouFibre App team ### 1/5 — Terrible app *2025-11-18* The company was very responsive when they first started. Now it's impossible to get anyone on the phone or by chat. Another case of too much expansion without properly investing in the company infrastructure. The app is a disaster, can't reach chat because the send bar is off the screen! Stay with BT. Theyre crooks but at least they offer customer service. ### 1/5 — unsattisfied customer *2025-11-14* Hello, the youfibre wifi is very good and fast but the problem is the customer service is not bery helpful. yesterday we called the number of the customer serice of youfibre, because our wifi got no connection around 4am (thursday) so we calledthe number that they give many times but we only heared ringging throught the phone number no one answering our phone calls. we tried in this app today to get some help but its useless i msg a lot about the problem because we don't have cnnection for 2days, i msg in the app but all i see is auto msg that our customer is busy rn. can u pls do something about this customer service and fix it try to reply on the customer not like sending auto msg. because its not good and be more active kne resulving the issue pay more attention not ignoring the customer and just leave us unresolve of the issue, we switch to youfibre because we thought its much better the virgin media, but hear what we got unresolve issue about connection no signal at all. ## Most critical reviews (10 lowest-rated) ### 1/5 — Customer service is non-existent *2026-08-11* We moved house and, as directed, used the chat function within the app to notify YouFibre. Our new house already had a YouFibre ONT installed and functioning, so no engineer visit was required to transfer service to our new address. THREE DAYS after asking to transfer service, no reply had been received. So I complained via the complaints email address I knew from the last time we experienced this radio silence. Two days after an initial holding reply noting receipt of our email, I gave up and posted a one-star review on TrustPilot. Within HALF AN HOUR someone replied to us with a real response. Not actually solving the problem but at least acknowledging it was real. Three days after that, with no further communication from them, I eventually got through to a customer service person, and explained that they could either let me out of my contract early, or I would continue to publicise the repeated instances of non-existent customer service, and that I only had to deter one person from signing up to them for a 24-month contract to have lost them more money than they would get by pursuing me for the remaining seven months of my contract. Within a couple of hours, I got a grovelling email ending fhe contract immediately. Don’t touch YouFibre with a barge pole. ### 1/5 — Cannot login after latest update *2026-05-22* After updating to the latest version I cannot login. I enter my email address and it says user already activated login with your email and password. Except there is no options to do that. I click on already have a login try a different email address so I enter my registered email address and it then tries to send me a one time passcode which never arrives then it says yet again I am already registered please enter email and password. It just a loop with no actual possibility of entering my password. I have tried uninstalling and reinstalling but still doesn’t let me login. ### 1/5 — Avoid! *2026-04-27* I had been with BRSK since they moved into our area, unfortunately they were bought out by Netomnia/Youfibre. While on BRSK the service was great, 2gb and BetterIP, rock solid. Since having been migrated to YF, not only has the service been unstable, to the point that it has now not been completely off for 3 days with still no sign of an engineer, I have also been informed that there is another person named on my account, I’m the sole account holder! Two out of three times I’ve called to get assistance I’ve been hung up on, and when you do manage to speak to someone their level of support is “reboot your router and the box on the wall (ONT), download speedtest and run that”. This is regardless of how many times things have been rebooted and speedtest has already been run… emails from their support team saying they’ve tried several times to contact you when in reality it’s the first time they’ve sent an email, an email the starts “Dear [Customer Name]” because their own systems are so bad they can’t even manage contact merging. YF is just a shambles, a complete joke, and the worst service I’ve ever had the misfortune to encounter. As BRSK customers we expected things to deteriorate after the take over, but nothing like this, this is truly next level shambolic. ### 1/5 — Terrible and basic app *2026-03-26* I recently became a YouFibre customer and downloaded the app. Since day one the app had returned an error of ‘Something that has gone wrong Please try again’. I’ve since download the latest app with apparently bug fixes but the errors are still happening. hopefully this app and it’s Customer Service improves. ### 1/5 — Not functional. *2026-03-24* YouFibre internet has been good overall, but the app simply doesn’t work. I simply get a pop up that displays repeatedly every second saying “something went wrong” or “Cannot get /CustomerPortal/v1.0/dunning/account/total-overdue”. Very annoying since the recent change to only allow chat via the app, making contact difficult. I thought this was due to my account still saying pending, however, it now says active yet the problem persists. ### 1/5 — It’s hard to get any support *2026-03-23* I’ve recently been switched from Brisk, without even anyone be kind to notify me about. I’ve tried to contact support about my billing which is not correct but it’s impossible. I understand that chat might be full and that’s why they’ve switch it off on the weekend but on Monday morning it’s still off for the same reason, I doubt that it has so many people in the queue from the morning. I’ve also sent an email , week passed and still no reply. Brisk was replying to emails at least much faster. So it’s not a good first experience from the customer side at all. ### 1/5 — Why push an app that doesn’t work? *2026-03-20* We have just been ported over to YouFibre from BRSK. YouFibre (or BRSK?) cancelled our Direct Debit without telling us, then sent us a brusque email, literally on both our BRSK normal billing date and the day of the porting, telling us we had an overdue bill and that we would be cut off in 4 days’ time. Since I have have had no previous interaction with YouFibre, I wanted to ring them to ensure this was a genuine email (and complain about the brusqueness), but this proved impossible: multiple calls went unanswered. There is no way of accessing the support chat via the website, which pushes this app. Unfortunately, the app chat function doesn’t work either. Messages are sent into the ether and no-one replies (it’s been two days now). Neither does YouFibre respond to emails, so I can only conclude that they want this customer to leave. Very glad to do so. ### 1/5 — Cannot login *2026-03-13* Since update when you enter your details to login, the app continuously resets for adding your details. Cannot even change password as when you click the link sent in the email it takes you straight to the standard app login and the above occurs. YouFibre only support live chat via app now so when you cannot login, you are left with the dire phone support ### 1/5 — Completely Broken *2026-03-09* Hey I'm a new YouFibre customer and the app hasn't worked once. I've reinstalled it several times, tried mobile and WiFi data and so on. Whenever I try to load this app I get instant and repeated red errors at the top "something whe wrong please try again". I can login to it and then I receive this broken page. At the bottom are a lot of duplicate articles states 'loading article title'. No idea what's wrong but it's a bad first impression on the app side at least. ### 1/5 — Terrible *2026-01-25* 0 stars if it was possible. The good reviews must be bots of people who have been payed. App doesn’t work, customer service done reply, like chat workers are unresponsive, can’t change billings details, can’t change account details, they don’t answer the phone, they say they have tried to call you when they haven’t. Just absolutely appalling. Please avoid for your own sake. **Developer response:** Hi there, Sorry to hear about your bad experience in the app and with the lack of support you are receiving. Thanks for highlighting an issue that we weren't aware of. We are investigating the billing issues that you have experienced and hope to have this fixed as soon as possible. If you could email us at hello@youfibre.com and highlight that you raised a review on the app, our Customer Services team will assist where they can. Many thanks YouFibre App Team ## Most praised reviews (10 highest-rated) ### 5/5 — All sorted *2026-08-01* After several weeks of not being able to access the app or website everything is now working perfectly so thanks. The broadband has been perfectly fine all along. just technical issues which appears to have been fixed. thanks ### 5/5 — Better *2026-06-16* Idk why people hate it. It’s certainly better than the mobile website. ### 5/5 — Trusted *2026-05-07* Very polite with understand chat live and texting. Help together . Good reminder to before payment and invoice access to emailing. Happy broadband good smooth through WiFi link Tv, and internet. Wait and see future. 🙌🏾🙌🏾 ### 5/5 — Has been great for me *2026-02-05* Don’t know where all the hate is from? Maybe they’ve updated the app after I joined, used the app to report and issue and had an engineer come the same day, have also used the live chat to arrange the contract buy-out and that well too. No complaints, good app and fast net! ### 5/5 — Great app but… *2025-11-20* Can dark mode be based on system settings? It would also be great to see usage stats on the app as well. **Developer response:** Hi there, Thanks for the 5* feedback! The dark mode should already inherit your system's settings, so if it isn't we'll investigate and put a fix in place. We have had usage statistics on our backlog for a while now but other features are taking priority currently. Hopefully mid next year we might have something for usage. Keep your eyes peeled! Thanks YouFibre App team ### 5/5 — Super easy *2025-11-17* Amazing app , everything simplified to one not been an easier way to manage my experience with youfibre , definitely recommend guys ### 3/5 — Good layout *2026-02-13* The app is basic allowing to see bills etc. we use parental controls at home with the children to manage WiFi access to devices. The BT app used to allow you to set this in their app. To do this with you fibre it has to be done in router settings and is difficult to read I would prefer to set times as opposed to th current view. Maybe future updates can look at integrating this into the app for comvenience ### 2/5 — I mean it’s alright I suppose *2026-06-26* App seems to work but the UI doesn’t properly respect Apple accessibility features. Being old and somewhat short sighted I have text size increased a little. Which causes page formatting to break on the app. My name sits on top of my address, formatting of the home services section is a bit strange and the due date of current bill overruns the green space it should sit within. As I said it works ok but clearly the UI testing is inadequate and it makes me wonder where else the dev is lacking in quality. ### 2/5 — No signal *2025-11-12* Joined last month but starting having signal issues the last couple of weeks where the internet just drops and left with no signal. One of these moments happened when I was in the middle of a meeting and the call dropped. ### 2/5 — Says Invalid Email Address *2025-10-20* I have tried to use the app and when I enter my email address it says “please enter a valid email address”. This is the one I use for my YouFibre account. I can log into to the website fine. I did send a support email a few days ago but not heard back. **Developer response:** Hi Archetype486, Sorry to hear that you are experiencing this issue. Please can you contact us through the Live Chat function on the website and our Customer Service team can assist you further? Thanks YouFibre App Team --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-10.*