Internet Troubleshooting Guide – Property 94 Devon Avenue

If your internet stops working, please follow these steps carefully before contacting YouFibre support. Most issues can be fixed in a few minutes by restarting the equipment or checking your eero app.

Step 1 – Restart Equipment

• Power off both the black modem (YouFibre) and white router (eero).
  • Wait 30 seconds, then power them back on.
  • Wait about 5 minutes for the white router light to turn solid white (not blinking).
  • If the light stays red, record what lights are showing on the black modem and continue to Step 2.
  
  

Step 2 – Check Your eero App

You should have downloaded this app during check-in. You have been added as an Administrator in the eero app. If you don’t have it, skip to Step 3.
• Open the eero app on your phone.
• You’ll see your network (KB4E-P2SA) or select the one for your property.
• The eero app will show your network status and guide you through any troubleshooting steps.

Step 3 – Contact YouFibre Support

You are already registered as an authorised account holder with YouFibre, so you can contact them directly if the internet is still not working.

YouFibre Support:
• Phone: 0330 822 2222 (Mon – Sun 10am – 6pm)
• Email: hello@youfibre.com (Available 24/7)
• Live Chat: https://www.youfibre.com/chat/ (Mon – Sun 8am – 8pm)

When contacting them, please:
• Use your own name and email address (you are registered as an account holder, they have both your name and email address).
• Provide the following details if asked:
  – Property Address: 94 Devon Avenue, Cheltenham, GL51 8BT
  – YouFibre Internet Package: You 1000 with YouMesh – £32.99/month
  – Order No.: OR278415
  – Master Phone: 07470 365184 (if needed, but give your number for call-back)

Example message:
“Hi, I’m an authorised account holder for 94 Devon Avenue. My internet is down – could you please check the line?”

Step 4 – Follow YouFibre’s Guidance

YouFibre support will normally ask you to restart your modem and router again while they perform remote checks. Follow their instructions carefully – they usually fix the issue remotely.

Please note that the process may take over 5 minutes before all the lights settle down. If YouFibre cannot fix the problem, message us through WhatsApp or email, and we will follow up with them.