Community Fibre is a well-regarded full fibre broadband provider offering fast speeds to homes across London. But even with a reliable broadband service, problems can happen.
If you need help with your router, broadband connection, Wi-Fi issues, billing, or your account, here’s how to contact the Community Fibre customer service team.
Community Fibre contact details
| Phone number | 0800 082 0770 |
|---|---|
| Opening hours | Mon–Fri 8am–9pm, Weekends & Bank Holidays 9am–7pm |
| Online form | communityfibre.co.uk/contact-us-new |
| Live chat | via the Community Fibre website |
| Postal address | Community Fibre Customer Services, 167-169 Great Portland Street, 5th Floor, London W1W 5PF. |
Community Fibre complaints
If you’re unhappy with your service, you can raise a complaint using the contact details above. Community Fibre also accepts complaints through its social media channels:
- Twitter/X: @CommunityFibre
- Facebook: facebook.com/communityfibre
You can also complain in writing via the online support form.
Escalating complaints
All broadband providers must belong to one of two Alternative Dispute Resolution (ADR schemes). If you’re unable to resolve a dispute, the ombudsman can step in.
The ADR for Community Fibre is the Communications Ombudsman.
To make use of the ombudsman, you must have complained directly to the provider first.
You can go to the ADR if you’ve received a deadlock letter. This is a document that states neither party can agree, and if you don’t receive a response within eight weeks.
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Genie Tip: steps before you complain
Troubleshoot first: Use Community Fibre’s troubleshooting guides and video tutorials.
Document everything: Keep records of times, dates, speed test results and names of staff you spoke to.
Check your contract: Compare your actual speeds with the estimate given at sale.
Cancelling Community Fibre
New customers get a 14-day cooling-off period from the day service begins.
After this, you’ll have to give 30 days’ notice if you intend to cancel, even if you’re out of contract. If you’re switching to another provider, they will give notice for you.
Early Termination Fees
If you cancel before the end of your minimum term agreement, you’ll be charged an early termination fee. These are calculated by multiplying your monthly bill by the remaining months left on your contract.
Returning Community Fibre equipment
There will also be a charge if you fail to return your Community Fibre devices, such as routers. Otherwise, you will be charged £56.
Any outstanding balance must be settled within 30 days.
Moving home
If you’re moving home, you will need to check Community Fibre also serves your new address. If so, you will need to submit a request for a house move.
If you’re moving outside of London or to an area not served, you will need to cancel your contract. To qualify for a 50% reduction in early termination fees, provide one of the following:
- A copy of your new tenancy agreement
- Council tax documentation showing your full name and new address
- Bank statement with your new address on it
Bereavements
If an account holder dies, you can transfer the account to another member of the household. Alternatively, you can close the account. You will need to share a copy of the account holder’s death certificate.
Community Fibre switching alternatives
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FAQs
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What is Community Fibre’s contact number?
You can call Community Fibre’s customer support team on 0800 082 0770. Live Chat is also available through the Community Fibre website.
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How do I complain to Community Fibre?
Collect details of any problems with your internet connection (dates, times, outages, bills) and submit them via the online form. You should receive a response within 7 working days.
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Can I cancel Community Fibre online?
Yes, you may be able to use live chat, but most cancellations are handled by phone. Call 0800 082 0770.
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Does Community Fibre charge a cancellation fee?
Yes, if you cancel while in contract. Fees are based on your monthly cost multiplied by months remaining.
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What happens if I move house with Community Fibre?
If Community Fibre serves your new address, request a transfer. If not, you may face cancellation fees, reduced by 50% if you provide proof of your move.
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