Problems with youfibre

[mmitch]

Nearly 3 weeks ago I had a youfibre connection installed with a phone line. The wifi has been reasonable but the phone line does not work. I suspect the router may be faulty as I cannot access it.
Trying to contact support is almost imposable Hanging on the phone for an hour. A 'chat line' was answered 12 hours later (at 2am!) by a request for info already given. Short of sending a letter (remember them?) to their head office I have run out of ideas.
Anyone else having problems with youfibre?
mmitch.

[bbrown1664]

are you plugging your phone into the back of the router or into a normal phone socket?

[Saab Dastard]

Can you provide any further information? Make and model of router and make & model of phone for example. Pictures of the socket into which you are plugging the phone and / or the back of the router showing the ports would be helpful.

Did you have an existing landline number ported to youfibre? If so, did they confirm that the port was completed? Are you reusing an existing phone or did you get a new VoIP phone? When you say you cannot access the router, do you mean you haven't got the credentials for it? Very often the credentials are given on the router itself (unique password for every device). If the wifi is working then the router is working - I assume you can use wifi to access the internet, i.e. outside your local wifi network.

[mmitch]

The phoneline was an existing number with EE both confirmed on the same day by email the transfer.
I have received incoming calls (including cold calls) but cannot dial out. I plugged into the router via an adapter installed with it.
I am begining to believe that the router my be 'second hand' from a previous customer? I occasionally get prompts to 'reconnect a card reader' Something I have never had. I also never received any written instructions which I have checked is against the law. The access code was written on the box. There is another code on its makers plate. This is the youfibre leaflet the support said I didn't need! Aris router (youfibre.com). I am afraid I have got fed up with questions and not getting answers. I'm sorely tempted to do a 'factory reset. but why should I?
mmitch.

[Abrahn]

Originally Posted by mmitch

I have received incoming calls (including cold calls) but cannot dial out.

Suggests to me that there's a billing problem rather than a pure technical one, although Voice over IP is a horrible mess so it's hard to say.

Can you not just cut your losses, cancel the contract on grounds of non-fulfillment and go with a more reputable provider?

[mmitch]

That seems to be the only solution I'll let you know how it works out.
mmitch.

[jimjim1]

youfibre are on Twitter.

I have seen various providers of services apparently jump when approached on twitter. This is presumably because of the public nature of it.

https://x.com/youfibre