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Frequently Asked Questions

COVID-19 FAQs

A message from our CEO, Graeme Oxby

Updated 4th November 2020

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With this new lockdown perioI would like to reassure you that our all our field agents, classified as critical workers by the government, will carry on their essential work to keep London better connected. As a result, we will continue to build, sell, install and service our 100% full fibre broadband, whilst at the same time, taking the appropriate and additional safety measures to protect our customers and employees.  

We have carried out specific COVID-19 Risk Assessments across all our business functions and shared these with our employees.  

  • Any Community Fibre sales representative who carries out leafleting and door-to-door sales activities will observe social distancing or wear a mask. 
  • Any Community Fibre engineer who visits your home will wear a mask and will use a  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, has experienced a loss or change to their sense of smell or taste 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.  
  • In the help section of our website, you will find the latest tips to further improve the WiFi coverage around your home and extra troubleshooting help in the unlikely event that you have problems.  
  • Our customer service team will continue to be available between 8am-10pm everyday including weekends and bank holidays. All our Customer Service representatives are London based and continue to work the same hours but from home. In addition to English we do have some representatives who also speak Spanish, French, Portuguese, Italian, Romanian, Hindi, German, Greek or Latvian so if you would like a call back from one of these, please email us at [email protected].co.uk  

You can also contact us via Facebook or Twitter 

We continually monitor government guidance and update all COVID-19 Risk Assessments across our business functions accordingly. If there are material changes, we will of course keep you updated.  

Our teams at Community Fibre have always worked incredibly hard but no one could have anticipated the changes to our ways of working and the pressure many of us would be put under. That's why I’m very proud of the Community Fibre employees work ethic, their kindness and their ability to keeping cool under pressure to keep Londoners connected. 

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.  

We wish you, your family and friends good health.  

Best wishes, 

Graeme Oxby

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 [email protected]

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.

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

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, has experienced a loss or change to their sense of smell or taste 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 an appropriate point in the future. 

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 team members 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 of our team members 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 team members working in your area, please appreciate their critical role in bringing 100% full fibre broadband to everyone in London. 

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

Any Community Fibre sales representative who carries out leafleting and door-to-door sales activities wears a mask and will observe social distancing. 

Our guidance is the same as before the COVID-19 outbreak. If you are unable to pay your bill, please contact us at [email protected], so we can review your situation.

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 08:00-22:00. In addition to English, we can offer support and advice in Spanish, French, Portuguese, Italian, Romanian, Hindi, German, Greek or Latvian. If you require support in these languages, please email us to request a call back from one of our Customer Service representatives.
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Community Fibre Ltd
Level 3, 83 Baker Street, London W1U 6AG
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