21 Customer Reviews
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- Location
- London
- Reviewing
- Community Fibre
- Date
- 2020-10-21
- Comments
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Reliable and fast connection for very reasonable price. UK based customer service were easy to contact and very helpful with rescheduling installation dates. Installation was relatively quick and professional.
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2020-03-12
- Comments
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I cannot but praise the service I have received from Community Fibre.
From excellent way their Customer Service dealt with my query, especially a man called Ashley, who is a credit to Community Fibre.
To, the quick installation of my fibre broadband.
- Location
-
- Location
- Ealing Borough
- Reviewing
- Community Fibre
- Date
- 2023-10-26
- Comments
-
I have been hearing about Community Fibre for a while, but I was apprehensive, as it was a new provider that I did not know much about. I have been with Sky for the past 10 years and the speed is diabolical. I get a download speed of 43mbps and upload of 7 mbps. This is the fastest package for my area.
I then thought I would try Virgin, who are offering 135 mbps for £26. As Virgin were around installing the cables my neighbour advised me NOT to go ahead, that the yank up the prices and the speed is not great. So I decided to go with CFL and I am very happy with the speed do far. I get 495 mbps download and upload. I got the 1 Gb package. So hoping the speed improves.
Abdul and Jack did the installation, they were very polite, efficient and professional.
One thing I would say is be careful were they drill the whole into your property. Look OUTSIDE as I don’t really like the location of the cover outside. It could have been in a more discrete location.
- Location
-
- Location
- Wallington
- Reviewing
- Community Fibre
- Date
- 2023-04-20
- Comments
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I had taken steps to provide a route for the fibre into our bedroom, but installers wanted an easier route which ended up with the router under our bed, 2 feet from my pillow. I'm concerned this may have caused sleep disturbance and increased tinnitus over the 2 weeks since installation
- Location
-
- Location
- croydon
- Reviewing
- Community Fibre
- Date
- 2022-04-18
- Comments
-
i have fibre connection since oct21, since oct to now the connection keep disconnecting internet, i called customer service many times but still same . this worst internet service i have in uk
- Location
-
- Location
- Greenwich, London
- Reviewing
- Community Fibre
- Date
- 2023-09-29
- Comments
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Community Fibre sucks!
I would strongly recommend to stay as far away as possible from Community Fibre,
They the cake when it comes to terrible and unacceptable Customer Service. This company is a prime example of what NOT TO DO with your Customers.
Was moving houses and wanted to get connected in my new place with Community Fibre (had them on the previous address).
Since new account registration: 14 days, 20-30 calls, hours-long telephone conversations with various departments including escalation managers, 7 failed installation appointments later (3 times appointments didnt 'register' in their system even though was confirmed over the phone; One time they sent a Service Engineer who apparently came down to 'service' my non-existent internet and had no clue I did not even get the installation yet; One time the the stars aligned and the installation engineer actually visited But of course he couldnt install the internet, without pulling the cable from the post nearby and promptly stated wasn't his job to do and some other team will need to do it), I still do not have an internet connection. I tried explaining multiple times that I work from my home and my IT job requires that I have a stable fast internet connection as my livelyhood depends on it, but to no avail.
My latest conversation was yesterday with an escalation manager who committed that it will be done today. What do I find when I follow up? Some mumbly unclear reason as to why they cant make the appointment today. The escalation manager is out of office and even though he committed he will send an email and that I can directly reach out to him on email if nothing else happens, of course there was no email from him.
This is the truth behind how they operate. One department blaming another for a job not done and the Customer going around in circles. What a farce! Dont get deluded by their cheaper internet promise. You end up paying a much higher price with your time and energy and its simply not worth the effort.
- Location
-
- Location
- Battersea
- Reviewing
- Community Fibre
- Date
- 2023-10-30
- Comments
-
Loyal customer been with them since they started. No Internet since 27th Oct. Made 8 calls, sent various DM's even emailed CEO...the fault is theirs (they admit), but can and won't do anything till 4th November...7 days no service and no help to resolve their own fault. Rude, underwhelming staff especially last person in Appointments who even though was "escalating" the problem made no effort to expedite a fix before the original date of 4th November. I've lost work this week due to their problems and Community Fibre simply do not care. They were fantastic a few years ago and begging people to try them which I did...now they are just have zero care for their loyal customers who've been with them since the start.
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2022-02-03
- Comments
-
Promises of an £80 Amazon voucher 4-5 months ago never transpired.
When querying passed between different departments and absolutely zero ownership taken. And of course, still waiting for my sign up voucher.
- Location
-
- Location
- London SW4
- Reviewing
- Community Fibre
- Date
- 2024-01-22
- Comments
-
I cannot understand the glowing reviews for Community Fibre. You can't manage your account online. The custoemr support team is difficult to get hold of and they pass you from one person to another. And my experience of the broadband service itself is poor: it's slow; it often drops out; and you can't contact anyone out of office hours. All you can do is raise a ticket and hope someone gets back to you...
- Location
-
- Location
- Tooting London
- Reviewing
- Community Fibre
- Date
- 2024-02-16
- Comments
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I was foolish enough to be taken in by their extravagant claims. We had Community Fibre installed a few weeks ago. Coverage is appalling plus when you actually have coverage it drops out all the time. My daughters cannot download anything from Sky, because Sky doesn’t recognise the IP addresss. Calls to customer services are never returned, you are just left holding on until you give up. An engine booked for yesterday didn’t bother to turn up.
To say I’m fed up is an understatement, at the moment I’m on hold for disconnections (10 minutes so far)
If you are thinking of moving to this rubbish company, DON’T
- Location
-
- Location
- Wembley
- Reviewing
- Community Fibre
- Date
- 2023-09-14
- Comments
-
Not a good start. Signed up to 1GB deal. Booked appointment yesterday for installation next week. Today needed to reschedule. Rang and got an agent who couldn't speak or understand english, furthermore, stated that there is no appointment booked in system. Then started to disappear, and had to repeatedly wake him up. Asked him if he was in call centre in India, he initially denied, then when confronted and asked for verification on current location, he went silent then admitted he is in India. Asked reason for lie, he said he does not know system and process. Maybe prudent to just stick with what I have currently and wave goodbye to community fibre.
- Location
-
- Location
- london
- Reviewing
- Community Fibre
- Date
- 2021-03-02
- Comments
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Very disappointed. My installation was booked for 27 Feb between 9-12. Unfortunately no one has came and I didn't receive any email or call. After a call to them it was rebooked for 1 March between 3-7pm. I left my work earlier. After coming home I received email at 2pm that installation is cancelled without any reason and rebooked (again) for 2nd March. That day engineer finally came and said that he cannot install it because of some issue with post where fibre cable is.
- Location
-
- Location
- Camden
- Reviewing
- Community Fibre
- Date
- 2022-06-15
- Comments
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Their app's speed check shows 150 mb download and 150 mb upload but different broadband speed test shows download speed less than 1 mb now. It is not reliable at all.
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2023-10-21
- Comments
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*** Didn't turn up during agreed Installation window ***
I feel badly let down by Community Fibre, I booked a Saturday slot weeks in advance so that there would be no weekday disruption when my existing service stopped. I booked the "afternoon" window of 11am til 4pm and made sure to be home for that period and no one has turned up!
More frustratingly I phoned Customer Services just after 4 and they said that the Engineer had visited at 10am (when no one was available at the property) and that he was on his way to us imminently. We waited another 2 hours and still no show. So we have given up now.
It may be cheap, but that is for a reason, filter on the 1 star reviews.
O29098
Date of experience: 21 October 2023
- Location
-
- Location
- Tooting, SW London
- Reviewing
- Community Fibre
- Date
- 2024-03-02
- Comments
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Absolutely appalling service. Broadband kept dropping out, customer service a complete waste of time. Left holding on, constantly passed on to different depts, when an engineer was eventually booked, he did bother to turn up. Cancelled the whole service, several times. Now I get messages regarding my direct debit. Does anyone there ever listen to customers?
I really cannot understand why trustpilot has so many good reviews. If you take the trouble to look further there are many many bad reviews. I shal always take trustpilots reviews with a large dose of salt in future.
Avoid Community Fibre is my advice.
- Location
-
- Location
- Uk
- Reviewing
- Community Fibre
- Date
- 2023-05-02
- Comments
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Hi all!
Today I would like to share my horrible experience with community fibre.
Don't ever make a deal or trust community fibre!!!
I was with a better company with good speed, reliability and the very respectful customer service, and the community fibre came for me with an offer. I thought they were better. But unfortunately, all the bad things happen; very bad connection, Unstable network, bad customer service at all.
I had to move from London to another area that isn't covered by community fibre, and then they asked me to send the proof of address, and I sent them the agreement for the new property, after that they sent me an email that I'm not eligible for the cancellation fees, 1 months after I got an email saying that I have to pay 50% of the cancellation fees, then they deducted it directly from my debit card.
I called them many times, some of them say that I am not eligible for the 50%, and others of them say that I should pay, they kept me waiting many days with no solution, I ask to talk to a manager and they are saying we have to arrange it in another call, and every time they don't know the solution and hanging off the phone.
I called them many times after, and when I started my call I said I need to talk with a manager. They are keeping me more than 30 minutes for each time and they hang off the phone and I return calling them back.
In one of my calls when I was asking for a manager to finish this problem and to have a solution, they brought to me the most disrespectful man in the customer service. "One of the supervisors" he told me we can't refund you any money, i told him that I'll do a bad comment all over the internet, he told me that they don't care as they invest a lot of their money in bad comments and losing customers, don't worry about that!!!
where is the after sale service?? I didn't get any refund and any solution.
I suggest you not to connect with community fibre and inform your family and friends about them.
Thanks for reading
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2023-07-21
- Comments
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Scheduled engineer didn’t turn up and waited in all morning . Community Fibre didn’t call to notify me. Once I called and got passed between 4 different teams, they stated that they had rearranged my appointment and I should ensure that I’m in or they may charge me for their missed appointment.
Very poor customer service.
- Location
-
- Location
- Nw2
- Reviewing
- Community Fibre
- Date
- 2024-04-03
- Comments
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Would give zero stars if I could. Booked a sloth for internet installation from 7am to 7pm and took the day off work for this. Waited the entire day at home to make sure i would be in when the engineer arrived. No one showed up. Later in the day someone called me from their personal phone saying the engineer was off sick. Did they not know that before making me wait all day?
I rely on internet access for work and now they are making me wait another 3 days for installation which means I will miss those days at work.
Their agents on the phone could not be worse. Everyone says something different. They can’t transfer you to someone that will resolve the problem, only complicate it more. They can’t transfer you to a complaints team either. When asked what is their formal complaint procedure the agent just went silent and did not know what to say. When I asked if there was no formal complaints procedure she says no, there isn’t one. Appalling service.
After I have already waited 4 days for the installation I have another 3 days to wait now. No guarantees though, maybe the installer will call me on the day and say he’s busy again, who knows. I’m missing all of those days at work, will they make it up somehow for their terrible service? I highly doubt it. I will be taking this up with the ombudsman.
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2023-11-08
- Comments
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Not only did they not install the internet properly and leave me with no internet...but when the engineer called me to ask me if I was home so they could fix it .I said I was on my way to work and my partner was home alone so didn't want me lettin any workmen in so he told me to reschedule.... twenty minutes later I get a phone call from my partner telling me the engineer was trying to gain access to the flat .he new she was home alone and was staring at her threw the letterbox .he was not saying who he was just being silent .I rang the engineer and asked why he was at rh flat looking threw the letterbox when I told him not to come etc .he made excuses after asking how I new if I wasn't home .I told him my partner was on the phone to me while he was trying to gain access to the flat .my partner thought she was going to be attacked .we had too ring the police and make a complaint to head office and spoke to a reporter from the BBC .
*Edit
I would of rated zero stars if I could .the I'm so angry my partner was made to feel unsafe like this in her own home .I will be updateing this review once I have a outcome .we are looking to take action this is discusting .the engineer knew she was going to be home alone so why did he still attend and try and gain access .why did he not say who he was when she was asking .why was he looking threw the letterbox and how did he get in the building when the intercom was ignored when he buzzed up .this needs to be taken extremely seriously how many other people has this worker done this 2 .??????
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2024-01-02
- Comments
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Terrible Stearns clear 15 days since installation failed and despite me calling everyday, no callbacks, feedback or updates. God help anyone who signs up and has a problem service is worse than Virgin and that’s saying something Terrible customer service I had a failed installation 15 days ago, and despite contacting them everyday asking for an update, having been made promises that someone will call in 48hr SLA no one has ever called.
their service agents are all terrible and do not provide any help at all, I have cancelled the order a now await them to come make good the wall and remove cabling, I have also cancelled the direct debit, steer clear if i was you
- Location
-
- Location
- London
- Reviewing
- Community Fibre
- Date
- 2023-01-03
- Comments
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Don’t fall for the too good to be true advertising by community fibre. I have agreed to join them beginning of December and booked an installation date for 19-Dec at 8am. A few customer service officials rang to confirm appointments (apparently an outside install following inside is required) however on the day I was mean to have internet, the guy who turned up said no one did my outside installation. It took hours of phone calls, 4 engineer visits and 2 weeks to finally have my outside connection enabled. Then an install appointment was booked for 3rd Jan and to no surprise, it was cancelled with no notice due to a “mistake”. Now next availably is in a week’s time and nobody cares.
No manager took ownership of the issue, no priority given, no sympathy from any who works in the company. We heavily rely on internet to work, watch tv, do everyday chores and even to hear our house. None of which we could do for a month! Should have stayed with my old provider and not miss any of the Xmas deals. If you are also lured by the prices, you know why they are cheap.
- Location
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