COVID-19 FAQs

Frequently Asked Questions

COVID-19 FAQs

A message from our CEO, Graeme Oxby

undefined

In this time of uncertainty with the spread of the COVID-19, we would like to reassure you that we are keeping our network running to support your needs, while at the same time taking the appropriate and additional safety measures to protect our customers and employees.

Community Fibre’s network uses 100% Full Fibre cable all the way from the home to the Internet and this means we have loads of capacity to meet current and future demand. Even at the new peaks, with many more customers working from home, streaming or downloading, our network is running at less than a third of its current capacity, and without any impact on the average speed provided.

Nevertheless, we are not complacent and in this ever-evolving situation, we are taking additional steps to maintain and enhance our service:

We have just revamped our Community Fibre website with a more detailed Help section. This includes the latest tips to further improve the WiFi coverage around your home and extra troubleshooting help in the unlikely event that you have problems. We would really appreciate it if you could check the website out first for self help before calling us, so we can give the best possible telephone help as required.
Our customer service will continue to be available between 6am-10pm everyday including weekends and bank holidays. All our Customer Service representatives are London based and are now working the same hours but from home. In addition to English we do have some representatives who also speak French, Hindi, Punjabi, Somali and Spanish so if you would like a call back from one of these, please email us at hello@communityfibre.co.uk
You can also contact us via Facebook or Twitter.
Any Community Fibre engineer who visits your home will use a separate and new pair of protective gloves in each home and thoroughly wash or sanitise their hands between home visits.
Our engineer will call you within 24 hours of your appointment to check whether anyone who is staying in your home is suffering from the recent onset of a new continuous cough, has a high temperature, and/or is suspected or confirmed to be infected by COVID-19. If the answer to one of these questions is positive, we will then reschedule the visit for 14 days later as a minimum.

I and the whole Community Fibre team always want to provide our customers with the very best service possible. You have our commitment that we will continue to strive to do that in these unusual times as we fully understand how important your Broadband connection is to you.

If there are material changes we will of course keep you updated, but in the meantime we wish you, your family and friends good health.

Many thanks.

Graeme Oxby

CEO

Community Fibre

Can I still contact Customer Service?

We would really appreciate it if you could use our help section first before calling us, so we can give the best possible assistance via telephone as required.

Our customer service will continue to be available between 6am-10pm everyday including weekends and bank holidays. All our Customer Service representatives are London based and are now working the same hours, but from home. In addition to English we do have some representatives who also speak French, Hindi, Punjabi, Somali and Spanish so if you would like a call back from one of these, please email us at hello@communityfibre.co.uk

Can I still switch provider and order broadband from you?

Yes, absolutely! Providing our service is available in your area, you can switch to Community Fibre. If you have questions regarding installation during COVID-19 please see our Installation Process FAQs.

Installation of your service will require a home visit by one of our engineers. Due to COVID-19, the engineer will take increased hygiene precautions including using new disposable gloves for each appointment and ensuring that their hands are thoroughly sanitised between appointments. We will also ask you to observe at least 2m social distancing whilst they are there.

Are you still installing broadband in homes?

Yes. Please see our Installation Process FAQs for further guidance.

Will my appointment with a Community Fibre engineer go ahead?

Our engineer will call you within 24 hours of your appointment to check whether anyone who is staying in your home is suffering from the recent onset of a new continuous cough, has a high temperature, and/or is suspected or confirmed to be infected by COVID-19. If the answer to one of these questions is positive, we will then reschedule the visit for 14 days later as a minimum. Otherwise we will continue with the appointment and ask that you keep at least 2 metres (3 steps) away from our engineer whilst they are visiting your home.

We will also check if anyone who is staying in your home has an underlying health condition and feels specifically vulnerable to COVID-19 or has been contacted by NHS and advised to stay at home at all times and avoid any face-to-face contact for at least twelve weeks. If so, we will then reschedule the visit for 12 weeks as a minimum.

Why am I still seeing Community Fibre engineers on the streets?

On Friday 20th March, the Government confirmed that Broadband Providers like us are an essential service in these unprecedented times. Our work ensures that key workers, vulnerable people and the whole community can continue to benefit from 100% Full Fibre Broadband.

Our engineers are critical workers as classified by the government. They are carrying out essential work, continuing to run and build our network, working hard to keep London connected.

All our engineers carrying out work outdoors are required to follow the government guidelines on social distancing, where possible. As specified in The Health Protection (Coronavirus, Restrictions) (England) Regulations 2020, some exceptions may be possible when the gathering is essential for work purposes.

If you see our engineers working in your area, please appreciate their critical role in bringing 100% full fibre broadband to everyone in London.

What are engineers doing to ensure health and safety during visits to homes?

The safety of our customers and employees is of the utmost importance to us. Any Community Fibre engineer who visits your home will do the following:

Use a separate and new pair of protective gloves in each home
Thoroughly wash or sanitise their hands between home visits
They will also ask you to observe at least 2m social distancing whilst they are in your home

What will you do for customers struggling to pay their bills?

Our guidance is the same as before the COVID-19 outbreak. If you are unable to pay your bill, please contact us at hello@communityfibre.co.uk, so we can review your situation.

Back to help

Need more help?

If you can't find what you are looking for in our FAQs , please get in touch with our friendly London based Customer Service Team. We are available 7 days a week, 365 days a year from 06:00-22:00. In addition to English, we can offer support and advice in French, Hindi, Punjabi, Spanish and Somali. If you require support in these languages, please email us to request a call back from one of our Customer Service representatives.