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Frequently Asked Questions

Technical Support FAQs

Your burning technical questions answered

Megabits (Mb) and Megabytes (MB) are how we measure units of data, and Megabits-per-second (Mbps) and Megabytes-per-second (MBps) are how we measure data transfer speeds. The higher the number, the more data can be transferred per-second, so it’s faster.

There are 8 Megabits (8 Mb) in a Megabyte (1 MB), but most broadband providers refer to broadband speeds in Megabits (Superfast – 50 Mbps, Gigafast – 1,000 Mbps) because it’s a bigger, more impressive number!

We've put together a conversion chart for you to see how this translates:

SUPERFAST - 50Mbps = 6.25 MB/s
ULTRAFAST - 150Mbps = 18.75 MB/s
HYPERFAST - 400Mbps = 50 MB/s
GIGAFAST - 1000Mbps = 125 MB/s

The amount of data we use daily is increasing at an incredible rate as we use more smart devices in our homes and at work – 4K TVs, smart devices like Alexa, tablets, smartphones, laptops and much more. Each of these uses data (half an hour of Youtube can use 175MB, downloading an HD film can use 4GB), and when you, your housemates or family all want to do these things at the same time you need reliable high-speed broadband to handle it.

That’s why our incredibly fast full-fibre broadband lets you do more all at the same time, with no spinning wheels, drop-outs or re-starts.

Wired connections (plugging your devices directly into your router with an Ethernet cable) are fastest (up to 1 Gbps on the Linksys Velop router we supply as standard) and most reliable.

WiFi is slightly slower (up to 867 Mbps on the Linksys Velop), but is much more convenient because it’s a wireless connection, so you can move freely around your home or office.

We recommend using wired connections whenever possible, especially when downloading large files and gaming on PC/console.

At Community Fibre, we understand how important having fast and reliable broadband speeds are to you. We have put together a guide here to test your speed. 

Linksys Velop

If you have a Linksys Velop the instructions are in your Linksys App. More information can be found here.

Huawei Router

Please follow the Huawei instructions here.

Just plug an Ethernet switch into one of the ports on your router to increase the number of Ethernet ports available.


Netgear and TP Link have a wide range of Ethernet switches to buy.

Linksys Velop

If you have a Linksys Velop the instructions are in your Linksys App. More information can be found here.

Huawei Router

Please follow the Huawei instructions here.

No. We don’t need to. Our custom-built network has so much capacity that unlike many other broadband providers we never need to restrict the speeds our customers can get, even at peak times!

Many things can affect video/audio streams. Buffering is caused by a dropped connection between your router and your device, so a reliable internet connection is essential to play content smoothly. The faster and more reliable your connection, the less chance there is you’ll suffer from buffering.

Here are a some things to try if your streaming service is buffering: 

- Try a wired connection to rule out interference from another WiFi network

- Use a speed-checker to see if you’re getting the speed you should be. We highly recommend you read our Speed Test FAQ the obtain the most accurate results

- Make sure you’re not too far from your WiFi signal and it isn’t blocked by too many walls or other obstacles like TVs and microwaves

- See if there are other people on your network and if they’re hogging the bandwidth!

- Sometimes it’s a problem with the server you’re downloading from. See if you can switch to another server.

You don’t need to worry about this. Your router will automatically find the strongest signal for your WiFi and keep checking it’s as strong as possible. If you do want to know more, check your Linksys App, or see the Huawei instructions. For more information click here.

Alternatively email or call the Customer Service Team on hello@communityfibre.co.uk or 0800 082 0770.

Sometimes even the best tech devices have a bit of a wobble. You can usually sort it out very easily.

- Try turning off WiFi on your device and turning it back on. This re-sets the connection.

- If this doesn't fix it, ‘forget’ your network in your device’s WiFi options. Then rejoin the WiFi network.

- If this still doesn’t fix it, turn your device off and back on again. This also re-sets the connection.

- If this doesn’t work, connect your device via a wired connection to the router if possible to see if it’s a broadband, router or device issue.

Yes. We do not restrict our service in any way, to give our customers maximum flexibility and control.

The Linksys Velop is highly configurable and fully supports VPN pass-through via Internet Protocol Security (IPSec), Point-to-Point Tunneling Protocol (PPTP) and Layer 2 Tunneling Protocol (L2TP)

  • Do not reposition your router near other devices (microwaves, etc) - keep it located in an open position free of interference

  • Update the firmware of the router. More information can be found here 

  • Find the optimal WiFi Channel. More information can be found here

  • Consider a WiFi Extender or if you have a Linksys Velop you can purchase an additional node for £3/month, which is added to your bill. Contact our Customer Service Team on hello@communityfibre.co.uk or 0800 082 0770
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
logo
Community Fibre Ltd
32 Page Street, London SW1P 4EN
© Copyright Community Fibre Ltd. All Rights Reserved