What to do before you cancel Community Fibre broadband
Don’t jump straight into cancelling your broadband provider without reading this first. There are two crucial steps you need to take beforehand.
Check your Community Fibre contract
All Community Fibre deals have a minimum contract term of either 12 or 24 months. If you cancel before this term has ended, you'll often have to pay a cancellation fee, and this could be quite expensive.
Check the terms of your contract or contact Community Fibre customer service to find out how long is left on your minimum term.
Unless it’s unavoidable, we recommend waiting until the contract has ended, so you don't pay any unnecessary fees.
Find a new broadband deal
Unless you no longer need broadband at all, you’ll want to get a new deal to take over when the Community Fibre contract ends.
It can take around 14 working days to set up a new broadband service, so you’ll need to arrange this ahead of time to avoid being left without internet access.
To find out what’s available in your area, enter an address into our handy checker:
Broadband Genie deals checker
Once you've entered your address, you'll only see deals available to your exact property.
Ready to switch? Here are just a few of the top deals available right now:
How to cancel Community Fibre broadband
If you’re out of contract: cancelling Community Fibre for free
If you’ve come to the end of your Community Fibre contract, you can cancel for free.
To cancel, call customer services on 0800 082 0770. Alternatively, you can submit an online support request and ask for a callback. You can also write to:
14 Grays Inn Road
Once you’ve notified Community Fibre, you must arrange for a new broadband service to be set up. Start by searching for deals in your area using a postcode.
Community Fibre requires 30 days notice for cancellation, and installing broadband usually takes around 14 days.
We recommend starting this process as soon as you’ve given notice to cancel, so you won't be left without internet access at any point. It's fine to have some overlap. Because Community Fibre operates its own network separate from any other provider, you can have another broadband line installed alongside it. Just remember, during this time you'd be paying out for two broadband services.
Cancelling Community Fibre if you’re still in contract
The steps for cancellation when you’re still within the minimum term are the same as above, except that you will usually have to pay an early termination fee.
The cost will vary depending on the reason for cancellation and how many months are remaining on your contract. Community Fibre tends to be available on either a 12 or 24-month contract.
Community Fibre early cancellation fees
The standard fee for cancelling Community Fibre will be your monthly cost multiplied by the number of months remaining on your contract term.
It may also include additional fees for installation if this wasn't paid when you signed up.
If you're forced to cancel because you're moving to an area where a Community Fibre broadband package isn’t available, this fee will be reduced by 50%. However, you must provide proof to claim this discount.
Frequently asked questions about cancelling Community Fibre
What is Community Fibre’s notification period?
Community Fibre requires a minimum 30 days notice to cancel the broadband service.
Do I need to return my Community Fibre router?
You must return your router when your contract ends, or there may be a charge.
You may also be required to return additional equipment (such as a TV box or extra router) if you are downgrading your service.
Can I cancel for free if my broadband is too slow?
In the unlikely event your home broadband doesn’t meet expectations, you should first check out Community Fibre's help section.
You can also try contacting customer service, as there may be a fault that can be resolved by technical support.
With the added ‘WiFi in Every Room’ service, Community Fibre aims to deliver the speed ranges advertised with its standard broadband packages. It will provide three months’ worth of free broadband if it fails to deliver a minimum baseline Wi-Fi speed of 10Mb in every room. For an extra £10 per month on top of your contract price, you can receive Mesh routers that work with a smart Linksys app.
There’s clearly defined procedure for handling broadband speed complaints, which will be specified in the broadband contract. Because of this, you’ll probably find it difficult to argue your case for termination without an early cancellation fee.
Can I keep my phone number?
Yes, you can port your phone number from Community Fibre to a new internet service provider. Make sure to confirm this with your new ISP when signing up.
If you’ve decided to cancel your Community Fibre contract, this should be an easy task as long as you’re out of contract. If you’re still in contract, we recommend waiting until the agreement term is over. This way, you’ll avoid any early termination fees.
Community Fibre only serves the London area with full fibre broadband. If you’re moving out of the London boroughs, it’s likely you’ll need to cancel your contract. In this instance, you’ll only be subject to 50% of the cancellation fee. However, you’ll have to provide proof of your new address.