YouFibre cancellation: Complete guide

About YouFibre

YouFibre is a full-fibre broadband provider operating across the United Kingdom, delivering high-speed internet services through their rapidly expanding fibre-to-the-premises (FTTP) network. Launched in 2020, the company has established itself as an alternative to traditional broadband providers by focusing exclusively on full-fibre technology, which means the fibre optic cable runs directly to your property rather than relying on older copper telephone lines for the final connection.

The provider operates primarily in specific regions where they've built their own infrastructure, including areas across Yorkshire, the North East, the Midlands, and various other locations throughout England and Scotland. Unlike national providers that offer service everywhere, YouFibre's availability depends entirely on whether they've installed their network in your postcode area. This targeted approach allows them to offer competitive pricing and symmetrical upload and download speeds, which is particularly beneficial for households with multiple users, remote workers, or anyone who regularly uploads large files.

YouFibre positions itself as a customer-focused provider with no mid-contract price increases and straightforward terms. Their service includes a Wi-Fi router as standard, and they emphasise their UK-based customer service team. The company has grown rapidly through their network expansion programme, often targeting areas underserved by other full-fibre providers.

Plans, features and pricing

YouFibre structures their offerings around speed tiers, with all plans delivering symmetrical speeds meaning your upload speed matches your download speed. This is a significant advantage over many traditional broadband services where upload speeds are considerably slower. Their portfolio typically includes several speed options to accommodate different household needs and budgets.

Keep in mind that pricing can vary depending on promotional offers, your specific location, and the contract length you choose. YouFibre typically offers 12-month or 24-month contracts, with the longer commitment sometimes securing a better monthly rate. Installation is usually included in the package, though this can depend on the complexity of getting the fibre connection to your property.

All plans include a Wi-Fi 6 router as standard equipment, unlimited data usage with no traffic management or throttling, and no activation fees in most cases. The service comes with static IP addresses available as an optional extra, which appeals to small businesses and tech-savvy users. Additionally, YouFibre promises no mid-contract price rises, meaning your monthly fee remains fixed throughout your minimum term, unlike many providers who implement annual inflation-linked increases.

What makes YouFibre different

The full-fibre infrastructure means you're getting a dedicated connection rather than sharing bandwidth with neighbours during peak times, which often results in more consistent speeds throughout the day. The symmetrical speeds are particularly valuable for video conferencing, cloud backups, content creators, and anyone running a home business. Most importantly, because they own and operate their own network in the areas they serve, they can often respond more quickly to technical issues without relying on Openreach or other third-party infrastructure providers.

Terms of service and cancellation policy

Understanding YouFibre's cancellation policy is absolutely essential before you begin the termination process. Like most UK broadband providers, YouFibre operates on fixed-term contracts, and the terms surrounding early termination can have significant financial implications if you're not within your rights to cancel without penalty.

Minimum contract terms

YouFibre contracts typically run for either 12 or 24 months from your activation date, not from when you signed up or when the engineer visited. This distinction matters because there can sometimes be a gap between installation and when your service actually goes live. Your minimum term is the period during which you're committed to the service, and leaving before this period ends will trigger early termination charges.

The early termination fee is calculated based on the number of months remaining on your contract multiplied by your monthly charge. For example, if you're paying £30 per month and have six months left on your contract, you'd owe £180 to cancel early. This is standard practice across the UK broadband industry and is permitted under Ofcom regulations, provided the terms were clearly communicated when you signed up.

Notice period requirements

When you're within your contract or approaching the end of your minimum term, you must provide YouFibre with 30 days' notice to cancel. This is a critical detail that many customers overlook. If your contract ends on 15th March and you want to avoid automatically rolling onto a new term, you need to submit your cancellation notice by 15th February at the latest.

Most importantly, YouFibre will automatically renew your contract on a rolling monthly basis once your minimum term expires, unless you've given notice to cancel. The pricing may change at this point, potentially increasing to their standard rates if you were on a promotional deal. Always mark your calendar for at least 45 days before your contract end date to give yourself time to decide whether to stay, negotiate a new deal, or cancel.

Your cooling-off rights

Under the Consumer Contracts Regulations 2013, you have 14 calendar days from when your service is activated to cancel without penalty. This cooling-off period exists specifically to protect consumers who change their minds or find the service doesn't meet their needs. During this window, you can cancel for any reason and won't face early termination charges, though you may need to pay for the days of service you've actually used.

Circumstances for penalty-free cancellation

Additionally, you have the right to cancel without early termination fees if YouFibre makes material changes to your contract terms that work against your interests, if they fail to provide the service as promised, or if you're moving to an address where YouFibre cannot provide service. You'll need to document these circumstances carefully and reference them in your cancellation letter.

Cancelling by post - the complete guide

Sending your cancellation notice by post, specifically through Royal Mail Recorded Delivery, is the most reliable and legally robust method for terminating your YouFibre service. Whilst many companies encourage online or telephone cancellations, postal cancellation provides you with undeniable proof of when you submitted your notice, which is absolutely crucial for avoiding disputes about notice periods and final billing.

Why postal cancellation is your best option

First and foremost, a signed Recorded Delivery receipt provides legal evidence that you've fulfilled your obligation to give notice. If any dispute arises about whether you cancelled in time or provided adequate notice, you have physical proof that YouFibre received your letter on a specific date. This eliminates the "we have no record of your call" or "that email must have gone to spam" scenarios that plague customers who use other cancellation methods.

Next, putting your cancellation in writing forces you to include all necessary information in one place, reducing the chance of miscommunication. Phone calls can be misheard or misrecorded, and details can be forgotten or disputed. A letter creates a permanent record of exactly what you said, when you said it, and what you're requesting.

Keep in mind that under UK consumer law, companies must accept cancellation notices in writing, and they cannot insist that you phone or use a specific online portal. Your right to cancel by post is protected, regardless of what their website might suggest as the preferred method.

Preparing your cancellation letter

Your cancellation letter needs to include several key pieces of information to be effective. Start with your full name exactly as it appears on your YouFibre account, your complete service address, your account number or customer reference number (found on your bills or welcome email), and a clear statement that you wish to cancel your service.

Specify your preferred cancellation date, keeping in mind the 30-day notice requirement. If you're within your cooling-off period, state this explicitly and reference the Consumer Contracts Regulations 2013. If you're cancelling due to poor service, contract changes, or because you're moving, explain this clearly and reference your right to cancel without early termination fees if applicable.

Include your contact telephone number and email address so they can confirm receipt and arrange any necessary equipment collection. Request written confirmation of your cancellation, your final bill amount, and your last day of service. This creates a paper trail and ensures you're not left wondering whether your cancellation has been processed.

The recorded delivery process

Visit your local Post Office with your completed letter in an envelope addressed to YouFibre's official correspondence address. Request Recorded Delivery service, which currently costs around £3.35 and provides proof of postage and delivery. The Post Office will give you a receipt with a unique tracking reference number. Keep this receipt in a safe place, as it's your proof that you sent the letter.

Alternatively, services like Postclic streamline this entire process by allowing you to submit your cancellation letter digitally. Postclic handles the printing, enveloping, and posting via tracked delivery, providing you with digital proof of postage and delivery confirmation. This saves you the trip to the Post Office and ensures your letter is professionally formatted and correctly addressed. The service maintains a digital record of your cancellation, which can be invaluable if you need to reference it months later.

The official postal address

You must send your cancellation letter to YouFibre's registered correspondence address. This is critically important because sending it to the wrong address could delay processing or invalidate your notice period. The correct address is:

• YouFibre Limited
• Apsley House
• Wellesley Road
• Ilkley
• West Yorkshire
• LS29 8SS

Double-check that you've copied this address exactly onto your envelope. A missing postcode or incorrect street name could result in delayed delivery, which might push you past your intended cancellation date and into another billing cycle.

After posting your letter

Track your letter using the reference number from your Recorded Delivery receipt. Royal Mail's tracking service will show when the letter was delivered and who signed for it. This typically happens within one to three working days for UK addresses. Once delivered, make a note of the delivery date, as this is when your 30-day notice period officially begins.

YouFibre should acknowledge your cancellation within a few working days, usually by email or letter. If you haven't heard anything within five working days of confirmed delivery, follow up with them, referencing your tracking number and delivery date. Most importantly, continue paying your bills as normal until your cancellation date to avoid any complications or additional charges.

Equipment return requirements

YouFibre will typically require you to return their router and any other equipment they've provided. They should send you instructions and a prepaid returns label after processing your cancellation. Keep the equipment in good condition and return it promptly to avoid equipment charges, which can be £50 or more for a router. Take photos of the equipment before packing it and get proof of postage when you return it.

Tips from former members

Common reasons people cancel YouFibre

Through processing numerous YouFibre cancellations, certain patterns emerge in why customers choose to leave. Relocation is perhaps the most common reason, particularly because YouFibre's network coverage is limited to specific areas. If you're moving to a postcode where they don't operate, you'll need to cancel, and this typically qualifies you for penalty-free cancellation if you're still within your minimum term. Always check their coverage at your new address first and document that they cannot serve you there.

Switching to a competitor offering a better deal is another frequent reason, especially when customers reach the end of their promotional period and see their monthly cost increase. Some customers find that once their initial discount expires, other providers offer more competitive pricing or additional features like mobile bundles that YouFibre doesn't provide.

Service reliability issues prompt some cancellations, particularly in areas where YouFibre's network is newly installed and still experiencing teething problems. Whilst full-fibre is generally more reliable than copper-based connections, any infrastructure can have issues, and some customers find the frequency or duration of outages unacceptable. If you're cancelling for this reason, document every outage with dates and duration, as this strengthens your case for penalty-free cancellation.

Timing your cancellation strategically

One of the most valuable insider tips is to start your cancellation process at least 45 days before your contract end date, even if you only need to give 30 days' notice. This buffer gives you time to research alternative providers, ensure they can serve your address, and potentially negotiate with YouFibre if they offer you a retention deal. Additionally, it accounts for any postal delays or processing time at YouFibre's end.

If you're planning to switch to another provider rather than going without broadband, coordinate your cancellation date carefully. You want your new service activated on or just before your YouFibre service ends to avoid being without internet, but you also don't want significant overlap where you're paying for both services. Most switching customers aim for their new service to start within two to three days of the old one ending.

Avoiding final bill surprises

Former members consistently advise keeping detailed records of all communication with YouFibre throughout the cancellation process. Save your Recorded Delivery receipt, note the tracking information and delivery confirmation, keep copies of any emails or letters they send you, and document any phone calls you make for follow-up purposes, including the date, time, and name of who you spoke with.

Watch your final bill carefully when it arrives. It should include charges only up to your cancellation date, any early termination fees if applicable, and any equipment charges if you didn't return items. If you spot any discrepancies, challenge them immediately with reference to your cancellation letter and the delivery confirmation. Most importantly, don't ignore a final bill even if you think it's wrong, as this can lead to debt collection activity and credit file damage.

The equipment return process

Multiple former customers emphasise the importance of the equipment return process. When YouFibre sends you the returns label and instructions, act on it within a few days rather than letting it sit for weeks. Pack the router and any other equipment securely, photograph everything before sealing the box, and get proof of postage from the Post Office or courier. This proof is your protection against claims that you never returned the equipment.

What to do if problems arise

If YouFibre disputes your cancellation, claims they never received your letter despite your proof of delivery, or refuses to cancel without early termination fees when you believe you're entitled to cancel penalty-free, escalate the matter through their formal complaints procedure. Request details of their complaints process and submit a formal complaint in writing, again by Recorded Delivery.

If the complaint isn't resolved within eight weeks or you receive a deadlock letter, you can escalate to the Communications Ombudsman, which provides free, independent dispute resolution for telecoms issues. The Ombudsman can order refunds, compensation, and cancellation without fees if they find in your favour. Having your Recorded Delivery proof and all documentation organised makes this process significantly smoother.

Final advice from the cancellation frontline

The single most important piece of advice from customers who've successfully cancelled is this: start early, document everything, and use Recorded Delivery. These three principles protect you from virtually every common cancellation problem. Starting early gives you time to handle any complications without financial penalty. Documenting everything means you have evidence if disputes arise. Using Recorded Delivery provides legal proof that you've fulfilled your obligations.

Remember that cancelling a broadband service is a normal business transaction, and you have clear legal rights throughout the process. Companies must make cancellation reasonably straightforward, and they cannot trap you in service indefinitely. By following the postal cancellation process outlined here, you're taking control of the situation and ensuring your cancellation proceeds smoothly and on your terms.