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I am moving home, what are my options?

We understand that your circumstances can change, and if you're moving home, we want to make it as easy as possible to manage your Community Fibre service. We’d recommend you give us a call on 0800 082 0770 Monday to Friday, 8am -9pm, weekends and bank holidays, 9am – 7pm so, we can talk you through your next steps.

Can I take my Community Fibre service with me?

Yes, if we service your new address. You can check availability using our postcode checker. If we’re available and you’d like to continue using our service, please contact us via live chat or submit a request and we’ll help transfer your service. You can also give us a call on 0800 082 0770 if you would prefer.

What if Community Fibre is not available at my new address?

If we do not service your new location, you will unfortunately need to cancel your contract. If you’re still within the minimum contract period we will have to charge an Early Termination Fee (ETF), which, for the remaining months as our contract is to provide service to your current location. This position is supported by the Ombudsman and our Regulator Ofcom. However, to thank you for being our customer we are happy to reduce the ETF by 50% as a goodwill measure assuming prompt payment of your final invoice.

What if I’m moving to a serviced area but don’t want to continue with Community Fibre?

If we do service your new address but you choose not to continue with us, you will be subject to 100% of the ETF.

Is there a notice period?

Yes. We require a 30-day notice for all cancellations. If notice is not provided, your account will be closed 30 days from the date we receive your cancellation request.

What if I’m out of contract?

If you are out of contract:

You will not be charged an ETF.
The 30-day notice period still applies.
You may be charged for any unreturned equipment (see below).

How is the ETF calculated?

The ETF is calculated by multiplying your monthly bill by the number of months remaining in your contract. Example: If your monthly bill is £25 and you have 4 months left, your ETF would be £100.

What equipment do I need to return?

If you have our TV product:

We’ll send you a DPD returns bag with instructions.
Please place the TV box, remote, cables, and power supply inside and drop it off at your nearest DPD location.

If you don’t receive the bag within 7 days, contact us via live chat or submit a request and we’ll send another. You do not need to return other equipment when you move, but please leave it in place so we don’t have to charge you for it as it remains Community Fibre’s property and may be used by the next resident.

What are the charges for unreturned equipment?

If the TV equipment is not returned, the following charges will apply: