What is the Cancellation and Switching process arranged by the customer if I’m leaving Community Fibre?

We’re sorry to hear you’re thinking of leaving. You will need to speak to us so we can try and sort out any issue that is making you consider leaving. If after speaking to us, you have decided and committed to leave to another provider, the following is what we’ll do:

If you are within your minimum term

  1. We will discuss implications of cancelling, including any early termination and equipment charges you are liable for.
  2. All Community Fibre services will be cancelled when you switch away from us, including TV, Calls, Security and WiFi-in-Every-Room.
  3. You will receive an email with instructions on returning equipment and the costs of failing to do so. We will automatically add these costs to your account and, once you return the equipment, we will credit these back to you.
  4. You will receive a final bill with any outstanding balances or credits we owe you. Any outstanding balances need to be paid within 30 days.

If you are outside your minimum term

  1. You will need to give us 30 days notice of your intention to cancel.
  2. We will discuss implications of cancelling, including any early termination and equipment charges you are liable for.
  3. All Community Fibre services will be cancelled when you switch away from us, including TV, Calls, Security and WiFi-in-Every-Room.
  4. You will receive an email with instructions on returning equipment and the costs of failing to do so. We will automatically add these costs to your account and, once you return the equipment, we will credit these back to you.
  5. We will immediately cancel your services with us, once your new provider has confirmed you are active with them.
  6. You will receive a final bill with any outstanding balances or credits we owe you. Any outstanding balances need to be paid within 30 days.

If you are eligible for compensation​

You will be eligible for compensation, to be paid within 30 days of install, for the following:​

  1. Missed appointments: £10 per missed appointment, where an engineer failed to turn up for a scheduled appointment, or where it was cancelled with less than 24 hours' notice.​
  2. Delayed provision: £2 for each day service was not provided versus the original agreed date.​