I have an issue with the internet, what do I do? Internet Support As a tenant you have your own support administration app. This needs to be set-up, we need to be able to add you as an administrator. We do not need to be involved in internet support. When there’s an issue with the internet, there’re two choices: 1. Turn the router on and off and check the white extender boxes have continuous light, if not turn it on and off 2. Access the YouFibre eero App, this requires us to add you as a support administrator.
YouFibre eero App This app allows you to troubleshoot any issues by yourself, including contacting support directly. In order to use this app we have to add you as an administrator, please get in touch with us and we will create a link that will last only for 48 hours. This will allow you to have your own access to the eero app to access YouFibre support.
You would have been offered this eero app and we would have given you access when you first checked-in. If this was not followed through by then, please contact us to get access.
You will therefore have full access to the support app, eero. Full instructions are in your user manual, simply search for the word “eero” and you will find relevant section in the properties user manual – Section G – Internet Failure.
I wish to complaint about another housemate, however, I am afraid of the potential repercussion. We are fully aware that housemates are often hesitant to report on another housemate, e.g. about a noise issue, guest issue, etc. We therefore have various ways to manage this which includes the following tactics: – Allowing us to record the complaint date and time but not pass it on to the suspected housemate. This at least creates a log, so if the problem gets worse we still have historical evidence. This is may be helpfu to identify the culprit over time. – Allowing us to record the issue and report it to the possible offender without giving out your name, keeping it confidential. – Making the offender aware that any reciprocated complaints may not be taken seriously. For example, please see our sample template email that will be sent to an offender. Dear Offender, [Details of offence] Please note that we frequently find that when an issue has been formally reported to us, the person whose behaviour is being reported on comes back with a number of complaints about the person who has made the report (these usually concern previous behaviors or situations) rather than focuses on what they can do to address the issue being reported on. We potentially consider such reports retaliatory and therefore not worthy of the serious consideration that we ordinarily give to reports about housemate behaviour. We would remind you that it is much better to report such incidents at the time they occur so that they can be resolved quickly at the time. This can also avoid an unnecessary conflict situation as a result of reporting, and helps avoid exacerbating any existing tensions between housemates.