What to do before you cancel Community Fibre broadband
Don’t jump straight into cancelling your broadband provider without reading this first. There are two crucial steps you need to take beforehand.
Check your Community Fibre contract
All Community Fibre deals have a minimum contract term of either 12, 18 or 24 months. If you cancel before this term has ended, you'll often have to pay a cancellation fee, and this could be expensive.
Check the terms of your contract or contact Community Fibre customer service to find out how long is left on your minimum term.
Unless it’s unavoidable, we recommend waiting until the contract has ended, so you don't pay any unnecessary fees.
Find a new broadband deal
Unless you no longer need broadband at all, you’ll want to get a new deal to take over when the Community Fibre contract ends.
The broadband switching service has recently got easier with the launch of One-Touch Switch. Once you find a great new deal on Broadband Genie and click on the green 'Get deal' button and complete the checkout, your new provider should then notify Community Fibre you are leaving.
There are just a couple of things to bear in mind; some smaller providers aren't quite set up for One-Touch Switch yet (although all the big name providers are). It's also a new system, so if you don't get confirmation this process is in action, make sure to follow this up for peace of mind.
To find out what’s available in your area, enter an address into our handy checker:
Once you've entered your address, you'll only see deals available to your exact property.
Ready to switch? Here are just a few of the top deals available right now:
How to cancel Community Fibre broadband
If you’re out of contract: cancelling Community Fibre for free
If you’ve come to the end of your Community Fibre contract, you can cancel for free.
To cancel, call customer services on 0800 082 0770. Alternatively, you can submit an online support request and ask for a callback.
Community Fibre requires 30 days notice for cancellation, and installing broadband usually takes around 14 days.
If you're switching to another provider, you should find that you're able to organise this without risking downtime. Because Community Fibre operates its own network separate from any other provider, you can have another broadband line installed alongside it.
Cancelling Community Fibre if you’re still in contract
The steps for cancellation when you’re still within the minimum term are the same as above, except that you will usually have to pay an early termination fee.
The cost will vary depending on the reason for cancellation and how many months are remaining on your contract.
Community Fibre early cancellation fees
The standard fee for cancelling Community Fibre will be your monthly cost multiplied by the number of months remaining on your contract term.
It may also include additional fees for installation if this wasn't paid when you signed up.
If you're forced to cancel because you're moving to an area where a Community Fibre broadband package isn’t available, this fee will be reduced by 50%. However, you must provide proof to claim this discount.
Frequently asked questions about cancelling Community Fibre
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What is Community Fibre’s notification period?
Community Fibre requires a minimum 30 days notice to cancel the broadband service.
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Do I need to return my Community Fibre router?
You must return your router when your contract ends, or there may be a charge.
You may also be required to return additional equipment (such as a TV box or extra router) if you are downgrading your service.
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Can I cancel for free if my broadband is too slow?
In the unlikely event your home broadband doesn’t meet expectations, you should first check out Community Fibre's help section.
You can also try contacting customer service, as there may be a fault that can be resolved by technical support.
New customers on a 1Gb or 3Gb package can sign up to the ‘Premium WiFi’ service. Here, Community Fibre will provide three months’ worth of free broadband if it fails to deliver a minimum baseline Wi-Fi speed of 35Mb in across 12 rooms. However, this will cost you:
1 Gbps Premium WiFi is £32/month
3 Gbps Premium WiFi is £56/month
There’s clearly defined procedure for handling broadband speed complaints, which will be specified in the broadband contract. Because of this, you’ll probably find it difficult to argue your case for termination without an early cancellation fee.
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Can I keep my phone number?
Yes, you can port your phone number from Community Fibre to a new internet service provider. Make sure to confirm this with your new ISP when signing up.
Expert Summary
If you’ve decided to cancel your Community Fibre contract, this should be an easy task as long as you’re out of contract. If you’re still in contract, we recommend waiting until the agreement term is over. This way, you’ll avoid any early termination fees.
Community Fibre only serves London and some area in the South East with full fibre broadband. If you're a Community Fibre customer and moving further away, it’s likely you’ll need to cancel your contract. In this instance, you’ll only be subject to 50% of the cancellation fee. However, you’ll have to provide proof of your new address.