Internet Troubleshooting Guide – Property 35 Tanners Road

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-P4KR) 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 (Available 24/7):
• 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: 35 Tanners Road, Cheltenham, GL51 7LU
  – YouFibre Internet Package: You 1000 with YouMesh – £32.99/month
  – Order No.: OR278414
  – 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.