Our London-based Customer Service Team can be reached 7 days a week, 365 days a year from 08:00-22:00.
Email: [email protected]
Telephone: 0800 0820 770
In addition to English, we can offer support and advice in English, Spanish, Somali, French, Punjabi and Hindi. If you require support in these languages, please email us to request a call back from one of our Customer Service Team representatives.
If your service develops an unexpected fault that is outside of your control (by no means limited to: service downtime, intermittent connectivity and degraded speeds) then we do not charge for dispatching our technicians to your property.
However, you may incur a £50 call-out charge for requests to relocate our equipment subsequent to your installation as well as requests to repeat the original installation (if a fault has not developed).
Furthermore, if we identify that a fault has occurred because you have used equipment not supplied by us, or there is damage to our equipment other than fair wear and tear, then we may charge you for our costs in dispatching a technician to repair the fault (£50) in addition to the costs incurred for replacing the affected equipment we originally installed.
To supply you with our service, the next step will involve the installation of the main cables and equipment in communal areas and on the outside of your building.
If you live in the City of Westminster all of your questions related the build of our network can be found here.
At Community Fibre we aim to provide you with the best level of service possible. If you feel we have fallen short of this aim, please let us know. We’ll work with you to put things right and we will always try to use your feedback to improve things where we can.
If you are unhappy with our service then please let us know by giving us a call on Freephone 0800 0820 770 or e-mail us at [email protected]
If you prefer to write then please send us a letter at Community Fibre Customer Services, 32 Page Street, London, SW1P 4EN.
Our preference is for you to call us as we will try to resolve your complaint during the initial call. If this is not possible, we will agree a course of action with you and provide you, where possible, with clear timeframes and next steps for the resolution of your complaint.
If you are not satisfied with the way your complaint has been dealt with or the proposed next steps then you can ask to escalate the issue to a manager.
If we have failed to reach an agreed resolution within eight weeks of receiving your complaint then you have the option of referring your complaint for independent consideration to The Ombudsman Service with the following contact details: