Community Fibre guide
The Community Fibre troubleshooter, explained
No incidents in the last 30 days. If it's happening right now, check our Community Fibre status page first. If Community Fibre is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
Community Fibre sells 10 speeds today, from 75 Mbps to 5 Gbps, all of them full fibre, so the fibre runs all the way into your home.
Community Fibre runs its own network, so a fault on the line is Community Fibre's own to fix.
Full fibre lines end at a small box on the wall where the fibre comes in, separate from the router. Check it has power and look at its lights.
If a light on that box is red or off while it has power, say so when you report the fault: it points at the fibre rather than your router.
If the box looks normal, switch the router off at the wall for 30 seconds, then try a device plugged in with a cable.
Call Community Fibre on 0800 082 0770 (Mon to Fri 8am to 9pm, weekends and bank holidays 9am to 7pm) to report a fault.
Community Fibre hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to Community Fibre first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Community Fibre belongs to.
Community Fibre isn't signed up to Ofcom's automatic compensation scheme, so there's no automatic payment while it's down. Ask for a credit for the days you were without it. How automatic compensation works
Five short questions, one at a time. Then we check Community Fibre's outage picture, the speed tests other Community Fibre customers near you ran in the last 24 hours and any recent test from your postcode, and suggest one fix at a time with a "did that help?" button.
If two fixes don't work, you get a script to read out when you call Community Fibre, filled in with how long it's been going on and what you've tried, next to the cheapest deals at your address from other providers in case you'd rather leave. We earn a commission if you switch through us, never if you stay.
Community Fibre runs its own network, so a fault on the line is Community Fibre's own to fix.
Call Community Fibre on 0800 082 0770 (Mon to Fri 8am to 9pm, weekends and bank holidays 9am to 7pm) to report a fault.
Three things at once: Community Fibre's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other Community Fibre customers in your postcode district ran in the last 24 hours and any test from your postcode in the last hour. That tells us whether it looks like a wider problem or something at your end.
Community Fibre hasn't signed Ofcom's voluntary broadband speed code, so there's no set 30-day right to leave over slow speeds. Report it to Community Fibre first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Community Fibre belongs to. Community Fibre isn't signed up to Ofcom's automatic compensation scheme, so ask for a credit for any days you were without service.
Outages, the speed tests we compare against and the deals we'd suggest all depend on where you are. A postcode lets us tell a problem in your area from one on your line.