Service creditNo deadline statedSimple to claim
Bill credit for service suspensions lasting more than 3 days
The credit is described as applied automatically to the next invoice, so an agent only needs to verify suspension length from account records.
“If any such suspension lasts for more than 3 days, we'll adjust the price so that you don't pay for Services during any suspension period. Any adjustment will appear as a credit on your next invoice.”YouFibre terms, Terms 9.1
What to include: suspension dates, account id
CompensationNo deadline statedHarder to claim
Repair of damage caused to your Home during installation/work
Assessing property damage typically requires photo evidence and human/engineer judgement, not a single automated message.
“We agree to repair any damage that we cause at your Home subject to other terms of this Contract.”YouFibre terms, Terms 4.2
What to include: photos of damage, description of damage
CompensationNo deadline statedHarder to claim
Compensation for delayed or mishandled phone number porting
Eligibility and compensation amounts depend on a separate Compensation Scheme and a discretionary assessment of 'genuine mishandling'.
“If you are moving your phone number to our network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we have genuinely mishandled your Number Porting, we will compensate you for the delay...”YouFibre terms, Terms 18.11
What to include: porting date email, porting completion date
Service creditNo deadline statedHarder to claim
Service Credits for missed Service Level Agreement targets
The referenced Service Level Agreement (Schedule 1) with actual thresholds and credit amounts is not included in this document.
“"Service Credits" means any amount, as set out in our Service Level Agreement, we will credit against the charges if we fail to meet the levels of service set out in the Service Level Agreement.”YouFibre terms, Terms 20 (Definitions - Service Credits)
What to include: sla breach evidence
Replacement or repairNo deadline statedTakes a few steps
Free repair or replacement of faulty Router/Wi-Fi Equipment
Requires physically returning equipment to a specified address and YouFibre judging whether the customer caused the fault.
“If any Equipment we provide to you is faulty, we will repair or replace it free of charge unless the fault was caused because of something which happened while the Equipment was in your care.”YouFibre terms, Terms 5.3
What to include: equipment serial number, fault description
Right to cancelClaim within 30 daysTakes a few steps
Cancel without Early Termination Charge if guaranteed speeds not fixed within 30 days
Requires demonstrating a sustained pattern of sub-guaranteed speeds and prior fault reports, plus confirmation YouFibre had 30 days to fix it.
“If the download speeds to your Router and Wi-Fi Equipment consistently fall below the minimum download speeds we have said we would deliver and we are unable to fix the problem within 30 days, you will be entitled to end your Contract without paying an Early Termination Charges.”YouFibre terms, Terms 6.3
What to include: speed test records, fault report history
Right to cancelClaim within 14 daysSimple to claim
Cancel within 14-day cooling-off period without Early Termination Charges
An agent can check the order confirmation date and send a single cancellation request within the window.
“You may cancel the Service and this Contract without paying any Early Termination Charges within a 14 day "Cooling-off Period" which starts the day after the day on which you receive your order confirmation.”YouFibre terms, Terms 2.5
What to include: order confirmation date
Right to cancelNo deadline statedSimple to claim
Cancel Monthly Rolling Package with 30 days' notice, no Early Termination Charge
A single notice message with 30 days' lead time fulfills the requirement using only account data.
“A Monthly Rolling Package has no Fixed Term commitment and no Early Termination Charges, but does require you to give at least 30 days' notice that you want to end it.”YouFibre terms, Terms 2.3
What to include: account id
Right to cancelClaim within 30 daysSimple to claim
Terminate contract if you don't accept a non-CPI price change
Agent only needs to respond within the one-month notice window, citing the price-change notice.
“If our prices are to change in circumstances other than as set out in clause 7.4 below, we will give you at least one month's notice and you will be entitled to contact us to terminate our Contract if you do not agree to accept our price changes within such one-month time period.”YouFibre terms, Terms 7.3
What to include: price change notice
Right to cancelClaim within 30 daysSimple to claim
Terminate Monthly Rolling Package if you disagree with CPI price increase
Agent can submit a straightforward cancellation notice without needing additional documentation.
“If you do not agree to accept our CPI related price changes you will always remain able to terminate your Monthly Rolling Package in accordance with clause 2.3 on one month's notice.”YouFibre terms, Terms 7.4
What to include: account id
Right to cancelClaim within 30 daysTakes a few steps
End contract without liability if we make a disadvantageous change
Requires judging whether a change is disadvantageous or purely administrative, which may need human interpretation of the notice.
“You may end our Contract without liability to us where we have advised you of an upcoming change to your Service or these Terms that do not benefit you unless such change is either of a purely administrative nature and has no negative effect on you, or is directly imposed by...”YouFibre terms, Terms 12.2
What to include: change notice
Right to cancelNo deadline statedTakes a few steps
No Early Termination Charge when moving home within service area with new Fixed Term
Requires confirming service availability at the new address and agreeing to a new Fixed Term, which is a multi-step process.
“If you move to an address within the Broadband Network Service Area during a Fixed Term and we are able to provide the Service to you at your new address, providing you agree to a new Fixed Term for your Services at your new address, you will not pay any Early Termination...”YouFibre terms, Terms 15.1
What to include: proof of move, new address
Right to cancelNo deadline statedTakes a few steps
No Early Termination Charge when moving outside service area
Requires submitting a completed moving form plus proof of the move, a multi-step documented process rather than a single message.
“If you are moving to an address that is not within a YouFibre broadband network service area during a Fixed Term then you will not have to pay any Early Termination Charge, subject to you providing proof of your site move and completion of our moving form.”YouFibre terms, Terms 15.2
What to include: proof of move, moving form