u/Meat-And-Two-Veg

Tl;Dr... Tech support have a backlog and they are still dealing with it, but they are getting on with it and still good at dealing with Tech issues imo... even when it's not thier kit.

Okay! I just want to put things in perspective when it comes to tech support, having once been a IT Tech support guy myself in the past.

Let's start with Virgin Media since O2 merger... the worst support I've ever encountered. Having been with them since November 2012 the actual internet service was good, but when I had a problem I could get through quick enough on the phone, but I had the usual cardboard response asking me to go through everything they have written down for them to ask, only for nothing to work, get escalated, get a call back a day or two later with same response, only for me to call complaints and them to send an engineer a few days later... all in all a week to 10 days to get an easy fix which was nearly always a physical line problem in the street cab that needed an engineer to fix.

Switched to Youfibre on January 5th this year and what a difference, before the BRSK merger any issue I had was sorted out on the same day, if not within just an hour or two via Chat on the YF app, not that I had many issues, as it was generally me getting used to thier new YF Hub Pro 7 and it's settings, and also upgrading to have a Static IP... each time no more than a few hours and job done.

Unfortunately since the BRSk merger things have taken a nose dive with Tech support, as proved by this weekend, when it took just over 48 hrs over the May bank holiday to get hold of YF Tech Support via Chat option on the YF app. The issue I had was to get my Grandstream ATA working with my own router I had just installed on Saturday (which worked straight away btw) so I could use my telephone with my router, which could not be plugged in directly to my router. However once they got around to me on Monday it was sorted out straight away, even though I was using my own router... so all things considered that still beats Virgin Media O2 hands down... by a mile!

On Monday late afternoon I had a query about something else, not a problem per say, and they got back within 24 hrs and they confirmed my thoughts it wasn't an issue with them, and it was something I needed to change on my router (DNS settings). During this second chat they confirmed to me that Youfibre are still dealing with a back log of Tech support due to the Brsk merger, so hopefully things will get a lot better soon once they catch up.

Personally, I know that still isn't up to scratch for tech support, but they appear to be getting better and overall I'm still very happy with YouFibre service, and once they get on top of the backlog hopefully things will get back to normal and we'll all be happy.