Frequently Asked Questions

Switching to Community Fibre FAQs

Switch to Community Fibre in 3 easy steps, It couldn't be simpler!

Step 1: Choose your new broadband package

Pick one of our excellent value broadband packages here. Then tell us which date you’d like us to install your broadband during the checkout process. For more information about the intstallation process, please click here

Step 2: Get connected

Then it's out with the old and in with the new! Once your Community Fibre connection is installed in your property enjoy the power of full fibre broadband! 

Step 3: Cancel your contract with your existing provider

You'll usually need to give 30 days' notice and pay for your final month (check your contract first). It's so easy that we're giving you a letter to get you started.

Choose the cancellation letter for your provider below, complete the blanks with:

  • Your address
  • Today's date
  • The services you wish to cancel
  • Your account number
  • Your name (this must be the account holder's name)

Then download it, print it, sign it and pop it in the post. Easy peasy! 

Cancel my Sky subscription 

Cancel my BT subscription

Cancel my Talk Talk subscription 

Cancel my Virgin Media subscription

Cancel my Hyperoptic subscription  

NOTE: Community Fibre cannot be held responsible if your existing provider fails to cancel your services. The cancellation of your existing services is your responsibility.

As we are a full-fibre network, only properties in our network catchment area will be able to get connected to Community Fibre. Please use click here to confirm your eligibility you’ll be taken through the steps to choose your installation date and time. If we don’t yet service your street, you can’t use our full fibre broadband but register your interest and we’ll contact you to let you know when we plan to install in your area.

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.

No! Our full fibre broadband doesn’t use BT’s old phone lines, unlike TalkTalk, BT, Sky and most broadband providers. We use our own dedicated fibre optic network that we built with our own hands. That means no hidden phone line charges either. Woohoo!

Yes. If you’re out of contract, you can usually give 30 days’ notice but do check your contract or call your provider to find out more. If you’re still under contract with your current provider, you can’t usually leave until it finishes, but you can let them know you plan to leave when it does.

Email our Customer Service Team on hello@communityfibre.co.uk or call 0800 082 0770 as soon as you move in. We might be able to connect you remotely if there’s a router there, or we’ll arrange for an engineer to visit as soon as possible.
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 English, Spanish, Somali, French, Punjabi and Hindi. If you require support in these languages, please email us to request a call back from one our Customer Service Team representatives.
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Community Fibre Ltd
32 Page Street, London SW1P 4EN
© Copyright Community Fibre Ltd. All Rights Reserved
Community Fibre Ltd
32 Page Street, London SW1P 4EN
© Copyright Community Fibre Ltd. All Rights Reserved