Community Fibre guide
Is Community Fibre down? Live outage tracker
Community Fibre is a London full-fibre network that owns its own cables end to end, rather than renting Openreach's. That brings genuinely fast, symmetric speeds at low prices, but it also shapes how outages behave. Because everyone on Community Fibre sits on the one network, a problem in that network can take a lot of customers down at the same time, which is why a Community Fibre wobble tends to light up the trackers fast. When it goes down it is one of two things: a fault on the fibre into your building, or an issue in Community Fibre's own core.
Community Fibre problems split two ways.
The first is a local fibre fault, on the connection into your building or street. London's full-fibre rollout means a lot of digging, and third-party works or a damaged cable can knock out a block or a postcode for a few hours. If only your home or building is affected, that is the kind you are looking at.
The second is a core or DNS incident on Community Fibre's own systems, and because the network is self-contained these hit widely. The clearest recent example was February 2025, when a DNS failure left thousands of customers unable to load websites even though the fibre line was technically up; a quick workaround at the time was switching your device's DNS to a public one such as 8.8.8.8, and a second wave followed days later. When the problem is in the core, there is nothing to fix at your end, and it clears when Community Fibre fixes it.
Community Fibre has not signed Ofcom's Voluntary Code of Practice on Broadband Speeds, so the automatic 30-day speed-based exit that signed-up providers offer does not apply here. It runs its own Satisfaction Guarantee instead, which lets you leave within a set window if you are not happy, so check the current terms of that guarantee for your get-out.
You are still covered by general consumer law: a service that repeatedly fails to deliver what you were sold can be grounds to leave, though it is not as clean-cut as the Ofcom code.
For a total loss of service, Ofcom's automatic compensation scheme pays £10.34 for each day you are completely offline beyond two full working days from your report, but it only applies to providers that have signed up, and not every altnet has.
Community Fibre runs its own support and its own engineers, which can be quicker than the Openreach chain other providers depend on. The way to move a case along is evidence: run a speed test on a wired ethernet connection, and if it is below what you were sold, or you can show packet loss, say so, because those point at a line fault rather than a wifi problem. If the fibre into your building is the issue, that is Community Fibre's to fix.
If you have reported a fault and Community Fibre cannot resolve it, you can escalate to alternative dispute resolution. Community Fibre is a member of CISAS, the independent ombudsman scheme, and you can take a complaint there after six weeks without resolution, or sooner if it issues you a deadlock letter.
Community Fibre only covers parts of London, so if you are leaving, your alternatives depend on your exact address. Many London streets now have a choice of full-fibre networks, including Openreach-based providers, other altnets and Virgin's cable, and prices vary. The deal finder above shows which networks actually reach your home rather than the "up to" figures in the adverts.