Community Fibre Customer Service — Practical, Expert Guidance

Overview and what to expect

Community Fibre operates as a full-fibre Internet provider focused on urban rollouts and multi-dwelling units; support models are built around rapid customer onboarding, technician-led installations and digital-first account servicing. Expect standard retail packages to be delivered as symmetrical fibre (e.g., 100/100 Mbps up to 1,000/1,000 Mbps) using Active Ethernet topology in many deployments. Service delivery emphasizes same-day or next-day engineer visits for appointments booked through the customer portal.

Customer service is typically split into three streams: pre-sales (availability and pricing), provisioning (installation and activation) and fault resolution. Performance metrics that matter to you are provisioning time (target: 3–10 working days from order to live for most urban addresses), mean time to repair (MTTR, target: 24–72 hours for single-premise faults) and uptime guarantees in the SLA (see section on SLAs). For the most current tariffs, support numbers and live chat hours consult the provider’s official site: https://www.communityfibre.co.uk.

Contact channels, response times and digital tools

Primary contact methods: an authenticated online account portal (for order status, invoices and Openreach/field engineer tracking), live web chat for quick queries, and a dedicated faults/ticketing system that issues an incident number (example format: CFB-YYYYMMDD-XXXX). Response targets are typically within 4 business hours for web-chat and within 24 hours for email/ticket confirmations. Keep your incident number — it’s the fastest way to escalate.

Use the portal to attach photos, times of outages and router logs (see the troubleshooting section). For business customers and multi-site landlords, ask for a named account manager; SLAs and escalation paths are negotiated at account setup and should be included in the contract with defined targets and credits for missed SLAs.

Installation, engineer visits and what to prepare

Installations commonly require one staged visit: a fibre drop from the street to the premises and an internal termination to a provider-supplied router or ONT. Typical install charges for residential single-occupancy dwellings hover between £0 (promotional) and £149 for complex installs; a standard flat install is often included in 12–24 month contracts. Appointments are usually bookable in 2-hour windows between 08:00–18:00 Monday–Saturday, and you will receive an SMS and email confirmation with a 2-hour technician ETA on the day.

To minimize delays, have the following documentation and access ready: proof of tenancy/ownership if required, a recent utility bill or ID for address verification, and access to the property’s communal riser or cable entry point if you live in a flat. If you manage a building with communal fibre, ensure the landlord or managing agent provides consent in writing (PDF) and that building risers are clearly labelled for the engineer.

Checklist before you call (packed, actionable list)

• Account details: account number, full name on account, billing postcode, last 4 digits of payment card.
• Order/incident reference: e.g., the provisioning reference or fault ticket number from your portal or email.
• Hardware info: router make/model, firmware version, ONT serial (S/N), port/link LEDs and exact observed speeds from a wired LAN test.
• Timing and screenshots: date/time windows of outages, three speedtest.net or fast.com results (wired, 1 minute apart), and traceroute output to a stable IP (example: traceroute 8.8.8.8).
• Building info: flat number, entry point photos, nearest street junction, concierge contact if applicable.

Fault diagnosis and technical troubleshooting

Before raising a fault ticket, perform these deterministic checks: (1) Test on a wired device using a Cat5e/6 cable — Wi‑Fi variances often mask fibre issues. (2) Record a speed test using a server in the same metropolitan region; expect >90% of provisioned down/up on a healthy line. (3) Reboot ONT and router, note LED status (power, PON/LOS, WAN link). Collect a traceroute and ping to both the gateway and a public DNS (8.8.8.8) and include packet loss percentage over 60 seconds.

If a technician visit is required, ask the provider for a fault reference and an engineer’s arrival ETA. For persistent or intermittent faults, log times and durations: many intermittent issues are caused by local electrical noise, poor in-building cable runs, or overloaded customer routers. If you run your own router, provide DHCP lease logs and MAC addresses for both ONT and router to avoid MAC-lock issues during troubleshooting.

Service levels, credits and escalation

Retail customers usually receive a best-effort service with published fault repair targets; business customers can contract for stricter SLAs (e.g., 4-hour response, 24-hour fix) often with financial credits for missed targets. When negotiating or reviewing a contract, insist on: guaranteed MTTR, clear definitions of ‘outage’, and specific credit mechanisms (percentage of monthly fee per hour/day of downtime) rather than vague goodwill gestures.

Escalation steps: start with the ticket owner, request a technical re-check and trace logs within 24 hours, escalate to a supervisor if unresolved after 48–72 hours, and request a formal RCA (root cause analysis) and remedial plan if outages recur. For landlords and multi-dwelling customers, request a single point of contact (SPOC) to avoid ticket duplication and ensure coordinated engineer access to communal areas.

Billing disputes, contract exits and practical tips

For billing disputes gather invoices, date-stamped service outage evidence and your contract term. Providers commonly require written notice 30 days before cancellation once the minimum term ends. If you pay by direct debit and are within the minimum term, expect early termination charges (ETCs) pro-rated to the remaining months; ETCs should be explicitly stated in your contract schedule.

If you are not satisfied with the provider’s resolution, escalate to the provider’s internal complaints team, then to an alternative dispute resolution (ADR) scheme or the UK regulator if unresolved after 8 weeks. Keep copies of all communications (emails, chat transcripts, recorded call reference numbers) and timestamps — these increase the chance of a swift credit or remediation outcome.

How do I call you fibre Customer Service?

If you need any help at all please chat to the team online. They’re around 24 hours a day, 7 days a week. Call our Support Team on 0330 822 2222 8am to 8pm, 7 days a week.

How do I contact Community Fibre?

Need help?

1. To purchase our packages. Call us on 0808 196 6262.
2. Call us on 0800 082 0770. Monday to Friday, 8am -9pm, weekends and bank holidays, 9am – 7pm.
3. Visit our Help pages.

Who is Community Fibre owned by?

Community Fibre is owned by Deutsche‑Telekom affiliated Digital Transformation Capital Partners (DTCP), private equity firm Warburg Pincus LLC, pension investment fund Railpen ,and the UK Treasury‑backed National Digital Infrastructure Fund.

How to get out of community fibre contract?

To cancel, call customer services on 0800 082 0770. Alternatively, you can submit an online support request and ask for a callback. Community Fibre requires 30 days notice for cancellation, and installing broadband usually takes around 14 days.

How to contact Be fibre?

By phone. Give our Customer Care team a call on 0330 088 83 83. We will do our best to resolve your complaint on the call, but sometimes we will need to investigate things in more detail and reaching a resolution may take longer.

How do I contact connect fibre Customer Service?

Your first action should always be to contact our Customer Service team. Just call us on 01223 080 790, email [email protected] or get in touch via Facebook messenger or live chat.