Switching broadband

If you’re thinking of cancelling with your current provider and jumping on to London’s fastest-moving broadband network, let us do the hard work for you. When you place an order with Community Fibre you’ll have the option to let us cancel with your current provider on your behalf – without needing to talk to them. It’s completely hassle-free. It’s also risk-free, as we’ll ensure that your current provider stops providing you with their services only when we have confirmed that our services are in place, meaning you’re never without broadband whilst switching provider.

Alternatively, if you want to organise the cancellation and switch yourself, you will need to call your existing provider and instruct them that you want to leave.
 
Please note: If you cancel directly with your current provider Community Fibre cannot be held responsible if they fail to cancel your service before your services start with us. 

If you choose Community Fibre to manage cancellation and switching, the great news is that you can sit back and relax as we take care of everything for you.

1. We will contact your existing provider about your intention to cancel, and they will send you an email outlining any implications, including any charges.
2. Once you book your installation date with us, we will share this with your existing provider.
3. When you are successfully installed with us, your existing provider will be notified and they will terminate your services with them at that point, so that you are never without a broadband service when switching.
4. If you are also taking our Calls package and want to transfer your existing number from your previous provider, you will be assigned a temporary number to be used during the transfer period. We will let you know when your existing number is ready for service, which will take 12 working days.

Please note: If you are moving home at the same time as wanting to switch your broadband provider then you will need to cancel directly with your existing provider for the property you are leaving and agree service with your new provider at the new property you are moving into. 

One Touch Switching (OTS) is a service aimed at making it easier and faster for customers to switch broadband and voice telephony providers. The service is provider-led and is intended to remove the need for customers to contact their current provider when changing service. Instead, the new provider will organize the switch, and customers will receive important information from their current provider automatically. The old service is only switched off at the point that the new service is live – making the process completely seamless and stress-free. 

Our engineer will try to place the router as central as possible to maximise WiFi coverage around your home. Our installation usually takes up to two hours. 

1. We arrive
2. We cable
3. We install
4. We connect

When you make the switch to Community Fibre the installation will be seamless and stress-free. Your existing provider will only be switched off when your new service with us is live. 

It’s super easy to bring your number over. When placing an order you will be given the option to take a new number or keep your current number. Once you’ve made your selection we’ll sort the rest.
 
It takes 12 working days from the date of your successful installation to transfer your current number so don't disconnect your existing line until we have notified you that the port is complete.
 
Our Calls service requires a working broadband connection and electricity to power the phone adapter. If there is a broadband failure or power cut, your Calls service will not work. In case of emergency, you must have other means of making calls, such as a mobile phone, to contact Emergency Services. 
 
If you have a healthcare or medical alarm, you will need to check with your alarm provider that it will work with your internet connection.  

If you are moving home at the same time as wanting to switch your broadband provider then you will need to cancel directly with your existing provider for the property you are leaving and agree service with your new provider at the new property you are moving into. 
 
To find out if Community Fibre is available at your new address click on the 'Check availability' button at the bottom of the screen. If you have any other questions contact our friendly Customer Service team here.