Community Fibre Home Broadband Reviews

The guy that came very polite and Helpful Thank You. His nameDHANUKA 10out of 10.

Absolutely amazing service

I had to move out of my property and informed Community Fibre that I would be staying in a hotel before moving into my new home. They insisted that I provide proof of the new address at least 7 days before moving in, otherwise they would not accept my cancellation notice.
This was impossible — I was living in a hotel, and from the moment I found a new house to actually moving in was only 5 days. Once I had moved and was finally able to provide proof, they then claimed I had never given notice and charged me the full cancellation fee.
I followed their instructions and explained my circumstances, but instead of being flexible or understanding, they penalised me. Very disappointing customer service and unreasonable policies. I would not recommend them to anyone

Very good serives from CF worker Wendy today, She waited until my payment link
was cleared.
Thank You

Most of the time the internet works really well but there are occasions when it is awful and won't connect in several areas of the house. Unfortunately the staff are not the most helpful but it is reasonably priced.

Most apathetic customer serv I've ever experienced right from the top.

Months after I had to cancel my contract with no o/s payments, a Debt Collection agency started chasing me for a payment which included interest accrued.

CommFib refused to liaise with THEIR agengy & said I'd have to follow their agency's procedure. Had to send evidence & get their agency to raise a dispute with CommFib. Weeks of stress, calls and presenting evidence incl bank statement, the debt agency case was closed.

No explanation or apology from anyone. CommFib Customer Service were very apathetic so I wrote to the CEO.

A "senior member of the Executive Complaints Team" wrote back to say closed the Debt Agency account which was pointless because it had been closed weeks earlier anyway; crucially no explanation or apology. I asked for explantion and her response.. "I am sorry it was a short reply, it was not intentional. The investigation showed that a mistake did take place."

So the email from her obviously wrote itself cos it wasn't her intention not to explain or apologise. Pathetic!

I did not have any issues with them until my contract was about to be renewed. I requested an upgrade and contacted them well ahead of time concerning that...still, they kept charging me for the same old contract and even after phoning them 3x a week and sending them several emails [this week], they promising prompt action,and then nothing happened...
The level of incompetence or maybe carelessness [?] is astonishing...
I am contacting their headoffice because no one is listening at customer service level...:-(

Basic services offered even though I'm on fibre optic. Amped up by persuasive customer sales representatives who feel misleading.

I wanted to change my internet contract because Virgin is expensive with old customers. So, I did some research on who is in my area, I contacted the one that seemed most convenient Community Fibre. I called them, gave me a new contract and made an appointment with the engineer to come and install what was necessary to install.
The engineer came and told me he has to drill a hole in the wall (I'm renting) to get the cable into the bedroom. I tell him I don't want to pay damages and I don't want internet in the bedroom, but in the living room, He said is not possible.
I call to cancel the contract; they tell me they need to send a more specialised engineer. Well, he came, and we reach the same conclusion. It cannot be done. He sends the report in front of me.
I call again, to cancel the contract because I have no service, they tell me it's cancelled, they send me an email that it's cancelled.
A few days later they send me an email asking how the service is going.
Let me start by saying, all the emails they send are no replay, I call again, they pass me left and right. until a guy assures me that the contract is cancelled for sure.
A few days later I received an email with an invoice telling me that the first bill would arrive in 3 days.
Back again on the phone....they leave me half an hour on the phone, with the music of...you know what I mean. But I don't waste my time, I go to Google and make an atrocious review on them, I call them for what they are, scammers, leeches. Finally, someone answers, and assures me that the contract is cancelled.
Next, the person who saw my comment on Google sent me a message with a no-reply email, saying I see that your contract is still alive, are you sure you want to delete it? We wouldn't want to leave you without internet.
I'm writing again to the person from the day before, to warn them that if they dare to take money my level of anger at them will reach a whole other level.
They took the money from me anyway, knowing that they did not provide any service, informed of the engineers' reports, knowing from my numerous phone calls and emails that they did not provide any service and lied shamelessly about it.
Moral of the story, never use Community Fibre, don't give them your bank details, and spread the word that these are scammers.

preferred virgin we earnt it community fibre shocking covid loving fitters not happy mate

Would give zero stars if I could. Booked a sloth for internet installation from 7am to 7pm and took the day off work for this. Waited the entire day at home to make sure i would be in when the engineer arrived. No one showed up. Later in the day someone called me from their personal phone saying the engineer was off sick. Did they not know that before making me wait all day?

I rely on internet access for work and now they are making me wait another 3 days for installation which means I will miss those days at work.

Their agents on the phone could not be worse. Everyone says something different. They can’t transfer you to someone that will resolve the problem, only complicate it more. They can’t transfer you to a complaints team either. When asked what is their formal complaint procedure the agent just went silent and did not know what to say. When I asked if there was no formal complaints procedure she says no, there isn’t one. Appalling service.

After I have already waited 4 days for the installation I have another 3 days to wait now. No guarantees though, maybe the installer will call me on the day and say he’s busy again, who knows. I’m missing all of those days at work, will they make it up somehow for their terrible service? I highly doubt it. I will be taking this up with the ombudsman.

Absolutely appalling service. Broadband kept dropping out, customer service a complete waste of time. Left holding on, constantly passed on to different depts, when an engineer was eventually booked, he did bother to turn up. Cancelled the whole service, several times. Now I get messages regarding my direct debit. Does anyone there ever listen to customers?
I really cannot understand why trustpilot has so many good reviews. If you take the trouble to look further there are many many bad reviews. I shal always take trustpilots reviews with a large dose of salt in future.
Avoid Community Fibre is my advice.

I was foolish enough to be taken in by their extravagant claims. We had Community Fibre installed a few weeks ago. Coverage is appalling plus when you actually have coverage it drops out all the time. My daughters cannot download anything from Sky, because Sky doesn’t recognise the IP addresss. Calls to customer services are never returned, you are just left holding on until you give up. An engine booked for yesterday didn’t bother to turn up.
To say I’m fed up is an understatement, at the moment I’m on hold for disconnections (10 minutes so far)
If you are thinking of moving to this rubbish company, DON’T

I cannot understand the glowing reviews for Community Fibre. You can't manage your account online. The custoemr support team is difficult to get hold of and they pass you from one person to another. And my experience of the broadband service itself is poor: it's slow; it often drops out; and you can't contact anyone out of office hours. All you can do is raise a ticket and hope someone gets back to you...

Terrible Stearns clear 15 days since installation failed and despite me calling everyday, no callbacks, feedback or updates. God help anyone who signs up and has a problem service is worse than Virgin and that’s saying something Terrible customer service I had a failed installation 15 days ago, and despite contacting them everyday asking for an update, having been made promises that someone will call in 48hr SLA no one has ever called.
their service agents are all terrible and do not provide any help at all, I have cancelled the order a now await them to come make good the wall and remove cabling, I have also cancelled the direct debit, steer clear if i was you

Not only did they not install the internet properly and leave me with no internet...but when the engineer called me to ask me if I was home so they could fix it .I said I was on my way to work and my partner was home alone so didn't want me lettin any workmen in so he told me to reschedule.... twenty minutes later I get a phone call from my partner telling me the engineer was trying to gain access to the flat .he new she was home alone and was staring at her threw the letterbox .he was not saying who he was just being silent .I rang the engineer and asked why he was at rh flat looking threw the letterbox when I told him not to come etc .he made excuses after asking how I new if I wasn't home .I told him my partner was on the phone to me while he was trying to gain access to the flat .my partner thought she was going to be attacked .we had too ring the police and make a complaint to head office and spoke to a reporter from the BBC .

*Edit
I would of rated zero stars if I could .the I'm so angry my partner was made to feel unsafe like this in her own home .I will be updateing this review once I have a outcome .we are looking to take action this is discusting .the engineer knew she was going to be home alone so why did he still attend and try and gain access .why did he not say who he was when she was asking .why was he looking threw the letterbox and how did he get in the building when the intercom was ignored when he buzzed up .this needs to be taken extremely seriously how many other people has this worker done this 2 .??????

Loyal customer been with them since they started. No Internet since 27th Oct. Made 8 calls, sent various DM's even emailed CEO...the fault is theirs (they admit), but can and won't do anything till 4th November...7 days no service and no help to resolve their own fault. Rude, underwhelming staff especially last person in Appointments who even though was "escalating" the problem made no effort to expedite a fix before the original date of 4th November. I've lost work this week due to their problems and Community Fibre simply do not care. They were fantastic a few years ago and begging people to try them which I did...now they are just have zero care for their loyal customers who've been with them since the start.

I have been hearing about Community Fibre for a while, but I was apprehensive, as it was a new provider that I did not know much about. I have been with Sky for the past 10 years and the speed is diabolical. I get a download speed of 43mbps and upload of 7 mbps. This is the fastest package for my area.

I then thought I would try Virgin, who are offering 135 mbps for £26. As Virgin were around installing the cables my neighbour advised me NOT to go ahead, that the yank up the prices and the speed is not great. So I decided to go with CFL and I am very happy with the speed do far. I get 495 mbps download and upload. I got the 1 Gb package. So hoping the speed improves.

Abdul and Jack did the installation, they were very polite, efficient and professional.

One thing I would say is be careful were they drill the whole into your property. Look OUTSIDE as I don’t really like the location of the cover outside. It could have been in a more discrete location.

*** Didn't turn up during agreed Installation window ***

I feel badly let down by Community Fibre, I booked a Saturday slot weeks in advance so that there would be no weekday disruption when my existing service stopped. I booked the "afternoon" window of 11am til 4pm and made sure to be home for that period and no one has turned up!

More frustratingly I phoned Customer Services just after 4 and they said that the Engineer had visited at 10am (when no one was available at the property) and that he was on his way to us imminently. We waited another 2 hours and still no show. So we have given up now.

It may be cheap, but that is for a reason, filter on the 1 star reviews.

O29098

Date of experience: 21 October 2023

Community Fibre sucks!
I would strongly recommend to stay as far away as possible from Community Fibre,
They the cake when it comes to terrible and unacceptable Customer Service. This company is a prime example of what NOT TO DO with your Customers.

Was moving houses and wanted to get connected in my new place with Community Fibre (had them on the previous address).
Since new account registration: 14 days, 20-30 calls, hours-long telephone conversations with various departments including escalation managers, 7 failed installation appointments later (3 times appointments didnt 'register' in their system even though was confirmed over the phone; One time they sent a Service Engineer who apparently came down to 'service' my non-existent internet and had no clue I did not even get the installation yet; One time the the stars aligned and the installation engineer actually visited But of course he couldnt install the internet, without pulling the cable from the post nearby and promptly stated wasn't his job to do and some other team will need to do it), I still do not have an internet connection. I tried explaining multiple times that I work from my home and my IT job requires that I have a stable fast internet connection as my livelyhood depends on it, but to no avail.

My latest conversation was yesterday with an escalation manager who committed that it will be done today. What do I find when I follow up? Some mumbly unclear reason as to why they cant make the appointment today. The escalation manager is out of office and even though he committed he will send an email and that I can directly reach out to him on email if nothing else happens, of course there was no email from him.

This is the truth behind how they operate. One department blaming another for a job not done and the Customer going around in circles. What a farce! Dont get deluded by their cheaper internet promise. You end up paying a much higher price with your time and energy and its simply not worth the effort.