Community Fibre has built a reputation as London’s top-rated full fibre broadband provider. But even the best services occasionally need support. Whether you need help troubleshooting connection issues, want to raise a complaint, or need to cancel your contract, this guide walks you through everything you need to know.
Quick Access: Community Fibre Contact Information
Getting in touch with Community Fibre is straightforward, with multiple channels available depending on your preference.
Phone Support
Call 0800 082 0770 to speak with their London-based customer support team.
Opening hours:
- Monday to Friday: 8am-9pm
- Weekends and Bank Holidays: 9am-7pm
Online Channels
- Live chat: Available through the Community Fibre website during business hours
- Online form: Submit queries at communityfibre.co.uk/contact-us-new
- Social media: Reach them on X/Twitter @CommunityFibre or Facebook
Postal Address
Community Fibre
32 Page Street
London, SW1P 4EN
What Customers Actually Say About Community Fibre Support
Community Fibre holds an exceptional 4.7 out of 5 stars on Trustpilot from over 75,000 reviews as of November 2025. That’s one of the highest ratings in the UK broadband industry, with more five-star reviews than EE, Virgin Media, Plusnet and Sky combined.
Real customers consistently highlight three strengths:
Professional Installation Teams
Engineers like Mitchell, Kyle, Connor, and Luke receive regular praise for tidy installations, clear explanations, and respectful service. Many reviews specifically mention engineers wearing shoe covers, cleaning up thoroughly, and testing everything before leaving.
Responsive Customer Support
Team members including Vonny, Lefty, Zack, and Simba are frequently named for resolving issues quickly and professionally. Customers appreciate the London-based support team’s patience, particularly when helping less tech-savvy users.
Network Reliability
Community Fibre maintains 99.9% network uptime across London. Multiple long-term customers report years of stable service with minimal disruptions.
The occasional negative reviews typically concern installation delays or temporary connectivity issues, which support teams usually resolve within days.
Before You Contact Support: Quick Troubleshooting Steps
Save yourself time by trying these fixes before calling. Community Fibre’s network is highly reliable, and many issues can be resolved in minutes.
Connection Dropping or Slow Speeds?
- Check router placement: Keep your router away from thick walls, large metal objects, electrical equipment, and fish tanks. These can interfere with your Wi-Fi signal.
- Reboot your router: Unplug both the router and ONT terminal, wait 30 seconds, then plug them back in. This resolves most temporary connection issues.
- Test with an ethernet cable: Connect your device directly to the router with a cable. If speeds improve dramatically, your issue is Wi-Fi coverage rather than the broadband connection itself.
- Check for outages: Visit Community Fibre’s service status page to see if there’s a known issue affecting your area.
- Run a speed test: Use Community Fibre’s speed test tool to check if you’re getting the speeds you’re paying for. Test at different times of day.
If these steps don’t solve your problem, the support team can arrange an engineer visit, usually within 48 hours based on recent customer reviews.
How to Make a Complaint to Community Fibre
If you’re unhappy with your service or how an issue was handled, Community Fibre takes complaints seriously. Here’s the step-by-step process.
Step 1: Document Everything
Before contacting them, gather:
- Dates and times when problems occurred
- Speed test results showing underperformance
- Screenshots of error messages
- Reference numbers from previous conversations
- Names of support staff you’ve spoken with
This documentation strengthens your case and helps support teams investigate faster.
Step 2: Submit Your Complaint
You can raise a complaint through any of these channels:
- Phone: Call 0800 082 0770 and clearly state you’re making a formal complaint
- Online form: Use the contact form and select “complaint” as your reason
- Social media: Message them on X/Twitter or Facebook with your complaint details
- Written letter: Send to 32 Page Street, London, SW1P 4EN
Community Fibre aims to respond within 7 working days. Based on Trustpilot reviews, most customers report receiving responses within 2-3 days.
Step 3: If You’re Not Satisfied
If Community Fibre doesn’t resolve your complaint to your satisfaction, you have escalation options. Wait for either:
- A “deadlock letter” stating you’ve reached an impasse, or
- Eight weeks to pass without a satisfactory resolution
Once either condition is met, you can escalate to the Communications Ombudsman, Community Fibre’s Alternative Dispute Resolution (ADR) scheme.
Taking Your Complaint to the Ombudsman
The Communications Ombudsman is a free, independent service that investigates complaints between customers and providers.
Before contacting them:
- You must have complained directly to Community Fibre first
- You need either a deadlock letter or to have waited eight weeks
- Have all your documentation ready (complaint history, correspondence, evidence)
The ombudsman can order Community Fibre to provide compensation, refunds, or other remedies if they find in your favour.
Automatic Compensation: What You’re Entitled To
Under Ofcom regulations, you’re entitled to automatic compensation for service failures. Community Fibre must pay these without you needing to ask.
Loss of Service
If your broadband goes down for more than two full working days, you receive £9.98 per day until it’s fixed (calculated from the end of day two).
Missed Engineer Appointments
If an engineer doesn’t show up for a scheduled appointment, or cancels with less than 24 hours notice, you automatically receive £31.19.
Delayed Installations
When your new service isn’t activated on the agreed date, you get £6.24 per day for each day of delay.
Compensation should appear as a credit on your next bill within 30 calendar days of the issue being resolved. If it doesn’t, contact Community Fibre’s billing team to chase it up.
These amounts are set by Ofcom and increase annually each April based on inflation.
Cancelling Your Community Fibre Contract
Leaving Community Fibre depends on your situation. Here’s what you need to know for November 2025.
New Customers: 14-Day Cooling-Off Period
Changed your mind? You have 14 days from when your service starts to cancel without penalty. You’ll only pay for the days you had service, calculated on a pro-rata basis.
To cancel during cooling-off:
- Call 0800 082 0770 and request cancellation
- Return all equipment within 14 days
- Service will be disconnected once equipment is received or collected
Cancelling After 14 Days
If you’re past the cooling-off period, you must give 30 days notice. This applies whether you’re in contract or out of contract.
Switching to Another Provider
When switching broadband, your new provider handles the cancellation process through the Ofcom One Touch Switching system. They’ll contact Community Fibre, give the 30 days notice for you, and coordinate the changeover.
Your services (broadband, TV, calls, security, Wi-Fi-in-Every-Room) will be cancelled automatically when the switch completes.
Cancelling Without Switching
If you’re moving abroad or no longer need broadband, call 0800 082 0770 to cancel directly. The support team will walk you through the process and arrange equipment collection.
Early Termination Fees Explained
Cancelling before your contract ends triggers early termination charges. The calculation is simple:
Your monthly bill × months remaining on your contract
For example:
- You pay £30 per month
- You have 8 months left on your contract
- Early termination fee = £30 × 8 = £240
These fees don’t apply if you’re cancelling during the 14-day cooling-off period or after your minimum term has ended.
Returning Equipment
Community Fibre will arrange to collect your router and any other equipment. If you don’t return it, you’ll be charged £56 for unreturned devices.
Make sure to:
- Keep equipment in good condition
- Have everything ready for collection
- Get confirmation that items have been received
Outstanding balances must be settled within 30 days of cancellation.
Moving Home with Community Fibre
Planning a house move? Community Fibre’s process depends on whether your new address is in their coverage area.
Moving Within Community Fibre Coverage
If your new London address has Community Fibre service available:
- Submit a house move request at least 30 days before moving
- Community Fibre will check availability and schedule installation
- Your contract continues at the new address
- Installation is usually free for existing customers
Book early to minimise downtime. According to recent reviews, installations typically happen within 1-2 weeks of the move date.
Moving Outside Coverage
If Community Fibre doesn’t serve your new area, you’ll need to cancel your contract. However, you can get a 50% reduction on early termination fees by providing proof of your move.
Acceptable proof includes:
- Copy of your new tenancy agreement showing your name and address
- Council tax bill for the new property with your full name
- Bank statement displaying your new address
Send proof through the online contact form or by post to 32 Page Street, London, SW1P 4EN.
For example, if your early termination fee would normally be £240, providing move evidence reduces it to £120.
Bereavement: Handling Accounts After a Death
If an account holder has passed away, Community Fibre offers two options for household members.
Transfer the Account
Another household member can take over the account. The new account holder will need:
- Their own identification
- A copy of the death certificate
- Proof of residence at the property
Contact customer services on 0800 082 0770 to arrange the transfer. The contract terms remain the same, including any remaining minimum term.
Close the Account
If no one needs the service, the account can be closed without early termination fees. You’ll need to provide:
- A copy of the death certificate
- Details of who’s handling the estate
- Instructions for final bill payment
Community Fibre waives cancellation charges in bereavement cases. Outstanding bills become part of the deceased’s estate.
Common Questions Answered
How long does it take to get through to customer support?
Based on recent Trustpilot reviews, most customers report wait times under 5 minutes during normal hours. Expect longer waits on Monday mornings and after major outages.
Can I downgrade my package?
Yes, you can switch to a slower, cheaper plan. However, if you’re still in your minimum term, you may need to pay the difference between what you’ve paid and what the new plan would have cost. Contact customer services to discuss options.
What happens during a power cut?
Your fibre connection requires power to work. If your ONT terminal loses power, your broadband will go offline. Consider a UPS (uninterruptible power supply) if you need internet during power cuts for work or medical reasons.
Do I need an engineer for technical problems?
Not always. Many issues can be fixed remotely. The support team will troubleshoot over the phone first. If they can’t resolve it remotely, they’ll schedule an engineer visit, usually within 48 hours.
Can I keep my phone number when cancelling?
If you have a landline through Community Fibre, yes. Your new provider can port your number using the One Touch Switching process. Make sure to request this when switching.
What’s Community Fibre’s refund policy?
If you cancel during the 14-day cooling-off period, you’ll receive a pro-rata refund for unused service. Community Fibre processes refunds using your original payment method within 14 days of equipment return.
Are there any hidden charges I should know about?
The main additional charges are:
- £56 for unreturned equipment
- Early termination fees if cancelling in-contract
- Late payment fees on overdue bills (check your contract terms)
There are no charges for engineer callouts during your contract period when faults are Community Fibre’s responsibility.
Why Community Fibre Stands Out
November 2025 data shows Community Fibre consistently outperforms larger competitors on customer satisfaction. Their combination of 99.9% network uptime, London-based support teams, and genuinely helpful service explains why they’ve maintained their 4.7-star Trustpilot rating across tens of thousands of reviews.
If you need support, their teams are trained to resolve issues quickly rather than following rigid scripts. Customer reviews repeatedly mention support staff going above and beyond, whether that’s arranging urgent engineer visits or negotiating better contract renewal deals.
For most London households, Community Fibre offers reliable full fibre broadband backed by customer service that actually helps when you need it.
Need to contact Community Fibre? Call 0800 082 0770 or visit their contact page to get started.
Looking for broadband options in your area? Check deals from BT, Sky, Virgin Media, and other providers serving your postcode.
