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Frequently Asked Questions

Installation Process FAQs

Once you have placed your order with Community Fibre, one of our engineers will come to your property to install London's fastest broadband.

Installation

In order to enjoy Community Fibre's full fibre Internet one of our engineers will come to your home. Your free installation usually takes up to 2 hours. We are available to install your new connection on Monday to Saturday from 8am to 7pm. Simply select your installation date and a time that suits you when placing your order. If we have availability, you can even book an appointment the next day! 

If you are renting, please make sure you get permission from the landlord or homeowner before booking the installation.

COVID-19 update:

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.

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.

The five steps to install Community Fibre

On the day of your installation our engineer will visit your home and carry out the following five steps to complete your installation:

We arrive - Our engineer will guide you through the installation and recommend the best position to place the router after carrying out some WiFi testing. 

We cable - Our engineer will bring the cable in via the front door or from a location where our engineers have installed the network cable prior to bringing the fibre into your property. We will need to drill a 6-8mm hole to complete the installation. We only use a small 3.5mm white full fibre cable.

We install - Our engineer will install a Community Fibre wall socket and a fibre converter so we can connect your Community Fibre router.

We connect - Our engineer will activate the fibre converter and then configure the router so the service is working correctly and efficiently. 

We leave - Our engineer will clean up, connect up to two of your devices to ensure the service is working. We will provide your username and password to connect to our service.  Then you can enjoy full fibre browsing, gaming, streaming, downloads and uploads at ultrafast speeds! 

    Where will everything go?

    Our engineer will try to place the router as central as possible to maximise WiFi coverage around your home. The router will need to be close to a power socket. We will fit a maximum of two Community Fibre wall sockets (this is subject to how far away the router is placed from the entry point) where your router will be connected to our service. 

    How do you install Community Fibre?

    Do you need to drill a hole? Yes, our engineer will drill a small (6-8mm hole) hole.

    Where does the hole go? The entry point can be either the front door, lounge, bedroom or near a balcony. This is subject to where our engineers have installed the network cable prior to bringing the fibre into your property.

    Is there a socket? Yes, our engineer will install a Community Fibre socket.

    What happens if I am switching from another fibre provider? Do you need to drill another hole or can you use the existing one? We will need to drill our own hole as we are not permitted to touch other providers' sockets, cables, or equipment. 

    How does the engineer clean after the install? Our engineers have dustpans and brushes and cordless vacuums. All rubbish is taken away, only the router box is left with you. 

    What do you do once you have installed the connection? We highly recommend downloading the Linksys app on your smartphone. Our engineer will show you how to use the app. They will show you how to run a speed test via the app, add parental controls, see how many devices are connected and find your username and password. 

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    Book online using our Postcode Checker or Package Selector and you’ll be taken through the steps to choose your installation date and time.

    12 months contract - Installation and Activation (worth £250) is FREE. You also get a FREE MESH WiFi router (worth £200).


    Monthly contract – Installation (worth £200) is FREE. Activation is £50 and you get a FREE MESH WiFi router (worth £200).

    No. Unlike all other providers, our network fibre cables come all the way into your home and needs to be connected to your equipment by one of our expert engineers.

    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.

    We do not support routers other than the one we will provide upon installation. 

    Ideally the account holder should be there to make sure they’re 100% happy with the installation. If this isn’t possible, a responsible adult needs to be present.

    Up to 48 hours before your installation appointment you are able to amend your installation appointment online here. You will need your order reference number from your confirmation email and email address. If you wish to amend your appointment less than 48 hours prior please let us know immediately on 0800 082 0770.

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    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.
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    Community Fibre Ltd
    32 Page Street, London SW1P 4EN
    © Copyright Community Fibre Ltd. All Rights Reserved
    logo
    Community Fibre Ltd
    32 Page Street, London SW1P 4EN
    © Copyright Community Fibre Ltd. All Rights Reserved