Connect Fibre guide
The Connect Fibre troubleshooter, explained
No incidents in the last 30 days. If it's happening right now, check our Connect Fibre status page first. If Connect Fibre is down for lots of people, no fix at your end will help, and the page shows when people stop reporting problems.
Connect Fibre sells 4 speeds today, from 250 Mbps to 2 Gbps, all of them full fibre, so the fibre runs all the way into your home.
Connect Fibre runs its own network, so a fault on the line is Connect 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 Connect Fibre on 01223 080790 (Mon to Fri 8am to 7pm, Sat and Sun 8am to 5pm) to report a fault.
Connect 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 Connect Fibre first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Connect Fibre belongs to.
Connect 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 Connect Fibre's outage picture, the speed tests other Connect 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 Connect 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.
Connect Fibre runs its own network, so a fault on the line is Connect Fibre's own to fix.
Call Connect Fibre on 01223 080790 (Mon to Fri 8am to 7pm, Sat and Sun 8am to 5pm) to report a fault.
Three things at once: Connect Fibre's outage picture on our status page (its own status where it publishes one, plus what people are reporting), the speed tests other Connect 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.
Connect 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 Connect Fibre first. If it isn't sorted after six weeks, you can take it to the free dispute scheme Connect Fibre belongs to. Connect 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.