Again Yayzi, my internet is down again. You should be scheduling your “migration” outside of working hours, some people here are monitored for outages and have to travel to the office (which is 20 miles away) when these occurrences happen.
Yayzi, we will be talking compensation later.
Many thanks,
A customer with 3 outages in 3 days.
Good luck brev.
Yayzi had the option to do the migration outside of hours, And they still do (00-04)
If Yayzi took the CF migration route, Then the migration would have been going on for months. Because it was going to be 200 customers a day Monday to Friday with tens of thousands of customers to do
Did we read the terms and conditions when you agreed to sign up? Specifically section 8.2? No running businesses from this line. And also 12.5 for financial issues and more over section 7, for not committing to provide an uninterrupted internet service? What are you claiming compensation for?
In addition do you think your office being 20 miles away is a yayzi issue? If you cannot commute to your office, I’d find a new job bruv
You keep quoting the Ts&Cs which is fine but on the website it proudly states -
Strong and Reliable Connection
Makes working from home a breeze, whether downloading or video calls
Again, this obviously isn’t reflected in the Ts&Cs which in my eyes means Yayzi are misleading customers by talking about guaranteed speeds and working from home on the website, but then saying in the terms that there are no guarantees and don’t rely on the service to work from home.
Perhaps check your email? It’s not like we haven’t had multiple emails telling us what the plan was, OK things haven’t seemingly gone to plan, but thats another story. Best of luck on compensation, but its a residential service with no SLA or defined compensation for loss of service/earnings, Yayzi aren’t a member of the voluntary OFCOM residential automatic compensation scheme, in fact few CF ISP’s are, and even those that sell OR connections and are a member tend to exclude the CF connections.
Now if you took a business connection, paid for enhanced uptime/SLA and defined loss cover, you could easily stick a zero on the end of your bill and be eligible for a modest payment.
I’m sure virgin states the same and so will have the same terms in certain 
it’s a RESIDENTIAL line. Not a business.
It is a RESIDENTIAL line widely advertised as ‘Strong, stable and will make working from home a breeze’. I don’t think people who work for their employer at home will read that and think they need to have a business line installed.
Understand that but always read terms… there is no SLA here, so what do you do when it’s down? Either have a backup or get a business line for WFH…
Just to comment on the compensation thing, my previous cf isp giganet isn’t part of the automatic compensation scheme so I contacted them & requested the compensation as the start of my service with them was delayed by 9 days due to issues on their end, bit annoyed thinking back as I didn’t request compensation for the 2 missed engineer appointments where nobody bothered turning up.
I indeed was compensated which surprised me considering they’re not part of the scheme.
I’ve never needed a business line for remote working. Nor has anyone else I know or my colleagues. Absolute barmy answer.
Whilst I may not agree with everything the OP has said, some of the things you have written are just plain wrong.
Firstly, I think it’s important to understand the difference between “working from home” and “running a business from home.” To bring this back to the terms and conditions you’re so keen to reference, let’s consider Section 8. It explicitly states:
“The Services are for domestic purposes only (including for working from home).”
This makes it clear that working from home falls squarely within the intended use of the service. Many people today, myself included, work exclusively from home because our employers are not locally based. In my case, the nearest office for my company is 300 miles away. When the nature of my work is entirely cloud-based (Azure and/or DevOps), why should I be compelled to find a local employer just because the broadband provider can’t deliver on its commitments?
Now, regarding service disruptions, extended periods where a 2.5Gbps service we’re paying for delivers less than 2Mbps for most of the day, multiple days in a row, is unacceptable. Yes, migrations and maintenance are necessary, but they should be planned and executed in a way that ensures everyone maintains at least a minimum acceptable service level. If it’s known that the process might cause widespread disruptions, then additional measures (like night-time scheduling) should be taken to minimize customer impact.
Finally, on the subject of compensation and legal rights, while Yayzi may not have opted into Ofcom’s ‘optional’ automatic compensation scheme, this does not exempt them from the obligations of basic contract law. A customer is entitled to expect reasonable care and skill in the provision of services, as stated under the Consumer Rights Act 2015. If the service delivered falls significantly short of what was promised, customers are well within their rights to challenge this—even in the absence of voluntary schemes.
I believe constructive dialogue is the way forward. Let’s focus on holding service providers accountable in a fair and reasonable manner, rather than making dismissive or uninformed comments that don’t reflect the reality of modern working practices.
Barmy how? You’re relying on a residential service to work professionally? Behave lad.
But 7.2 states no promise of uninterrupted internet services. So yes. WFH Is fine, but don’t rely on it solely. Have a plan.
Section 8 is more aimed at those running a business from home and 12, their clients losing money.
Not a barmy answer. You are relying on a £40 - £50 a month service to facilitate you working from home to earn your income, with no guaranteed SLA. It doesn’t matter how many times you keep banging the drums, residential connections should not taken for granted as guaranteed internet access.
If you work from home invest in a £10 a month sim card for peace of mind. “BuT wHy sHoUlD I”, because you should.
Not defending Yayzi as the service has been pretty poor but have contingency.
I have never needed to get a contingency before. What makes Yayzi so special that I should not only pay them for a poor service, but also pay another ISP for a backup line?
Before I moved to yayzi a few weeks ago I was relying on a £19 a month FTTC service and never had to consider the added expense of a backup plan. Now I’m paying almost £30 a month more for a service that has only given me the advertised speeds for 2 days before traffic shaping was applied. And now I have speeds similar to Freeserve dial up back in the 90s.
I shouldn’t have to accept that I will need to fork out even more money for a backup plan due to the poor planning and service. If this proves to be Yayzis stance I will certainly seek a new provider. At the moment I’m clinging on in hope that things really are resolved over the next couple of days but losing faith.
So if your car breaks down and you can’t go to work, what do you do? Just not go at all? You’d have a plan right?
If you can’t work from home because your ISP doesn’t promise an uninterrupted internet service, you cry about it because you have no plan? Why not have a plan?
In fairness, most will at least compensate either a token amount eg ‘Good Will’, or a bare minimum of the number of days without service, that said I have had one who basically paid me to have the service for 18 months (it was cheaper than having my complaint adjudicated and upheld by OfCOM) and another via the ACS paid me over £240 last year for a long term fault.
The difference here is the service hasn’t technically been off, just significantly slower than even the reduced speeds promised. Would it be nice to see an adjustment on everyones bill or perhaps a ‘free’ speed boost? 100%, but it unfortunately isn’t something that we are necessarily entitled to.