YouFibre guide
The YouFibre troubleshooter, explained
When YouFibre stops working, the official chatbot asks if you've restarted the router. That's the right fix maybe 30 % of the time. For the rest, it keeps suggesting restarts while the real problem (a line fault, a YouFibre outage in your postcode, a router placement issue, a Wi-Fi versus wired mismatch) goes undiagnosed for days.
Our diagnostic asks first and prescribes second. Five short questions, then a silent check against YouFibre's live outage feed, your address's measured speed history, and recent reports in your area on the YouFibre network. Most of the time we can tell you which side of the line the fault is on before suggesting anything.
Conversational, not a long form. Each step is one question on its own screen. After five questions we run the silent probe (~2 seconds), then surface what we found in one of three confidence tiers:
High confidence is when we can see the fault before you do anything. YouFibre has an active outage in your postcode, or our speed-test data shows your line just dropped in the last hour. We skip the common-fixes step entirely and route you to the right action (wait + monitor, or escalate to YouFibre with the right script).
Medium confidence is when we're 'watching this': YouFibre's state is elevated, mentions are spiking, or your address recently logged a slow result. We suggest one or two quick checks (restart, wired test) before falling through to a full speed measurement.
Low confidence is when our data is clean and the issue is probably on your end. We walk through the per-branch fix library one card at a time, each with a 'did that help?' loop. After two unsuccessful fixes we automatically move to escalation.
If the basics don't land, we don't leave you stuck. The escalation card has two columns. The left column is a call script to read word-for-word to YouFibre: it interpolates how long the issue has been going on, what you've already tried, and your fault ID, plus an Ofcom General Conditions reminder when the duration is over a week (which unlocks compensation).
The right column is the commercial offramp: the cheapest 12 deals at your exact address from providers other than YouFibre, sorted by monthly price. We earn commission on switches, not on you staying. If YouFibre is the right call, the call script is genuinely useful; if the fault keeps recurring, switching is genuinely cheaper.
YouFibre's tool is honest about router resets and dishonest about line faults; it routes you back to itself. We have no allegiance to your current ISP, so we route you to whoever can actually fix it (YouFibre, an engineer, a different provider).
Three things, in parallel: YouFibre's live outage feed (statuspage + RSS + speed-test signal), the recent broadband speed-test history at your postcode, and a 24-hour rolling average of reports in your area on the same network. About 2 seconds.
After 2 unsuccessful fixes we move to the escalation step: a templated call-script you can read word-for-word to YouFibre, plus the cheapest deals at your address from a different network. The script interpolates the duration and what you tried so the call-handler can skip 5 minutes of triage.
Outage detection, area comparison, and the switch-deals are all address-precise. Postcode alone wouldn't tell us if your line is the problem versus the area.