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

We’re sorry to hear you’re thinking of leaving. We’d always recommend you speak to us before making that decision so we can try and sort out any issue that is making you considering leaving. If you have decided and committed to leave to another provider using the one touch switching process, the following is what we’ll do:

If you are within your minimum term

  1. We will automatically send you an email outlining implications 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. We will immediately cancel your services with us, once your new provider has confirmed you are active with them.
  5. 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. We will automatically send you an email outlining implications including any 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. We will immediately cancel your services with us, once your new provider has confirmed you are active with them.
  5. 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.