Cancel Community Fibre the easy way

Company overview

Community Fibre is a London-based full fibre broadband provider offering residential and business plans with speeds from 35 Mbps up to multi-gigabit tiers. The company focuses on full fibre to the premises inside the Greater London area.

Services offered

Community Fibre sells broadband-only plans and packages with phone and TV options. Plans include a router and free installation for new customers. Contract lengths are commonly 24 months.

Company facts

Phone cancellation

1. Dial 0800 082 0770 Monday to Friday 8am-9pm or weekends and bank holidays 9am-7pm.
2. Tell the agent you want to cancel and give your account details - name, address, account number.
3. Ask for the cancellation reference and the effective cancellation date (30 days after request unless an alternative date is agreed).
4. Request written confirmation by email or post and note any Early Termination Fee amount if quoted.

Email cancellation

1. Locate the account email address in your billing or help pages (support email is not publicly disclosed by Community Fibre).
2. Send a signed cancellation request including account holder name, address, account number and desired cancellation date.
3. Ask expressly for confirmation of receipt and the final invoice amount.
4. Keep the sent email and any reply as proof.

Post cancellation

1. Write a signed letter requesting cancellation, include account number and desired end date.
2. Send by recorded delivery to: Community Fibre, Bedford Street, WC2E 9HE London, United Kingdom.
3. Retain proof of postage and request a delivery receipt.
4. Expect the notice period of 30 days to apply from date of receipt.

Online / Help centre

1. Visit the official cancellation help page or account cancellation flow on the Community Fibre help site and follow the steps: submit request and await email confirmation.
2. Save screenshots of submission and any confirmation email.
3. Monitor your account for the final bill and equipment return instructions.

Moving to an address not serviced by Community Fibre

Rule: If you move to an address outside Community Fibre coverage and you are still within your minimum contract term, an Early Termination Fee applies. Community Fibre calculates the ETF at 90 percent of the remaining contract value, then reduces that ETF by 50 percent if you pay the final invoice promptly.

Required proof: proof of new address such as signed tenancy agreement, final council tax bill, or move confirmation letter showing the new postal address.

Applicable law: Consumer Contracts Regulations 2013 for cancellation rights plus Company policy as above.

Price increase

Rule: If Community Fibre raises your contract price and the contract terms do not allow that increase, you have the right to cancel within 30 days of notification without a fee under UK consumer protections.

Required proof: copy of the price change notice from Community Fibre and your original contract showing fixed prices.

Applicable law: Consumer Contracts Regulations 2013 and CMA guidance on automatic renewals and unfair terms.

Death of the subscriber

Rule: Estate representatives may cancel the contract. Contact Community Fibre with a copy of the death certificate and proof of authority to act for the estate.

Required proof: death certificate and probate or letter of administration, or written authority from the account holder's executor.

Applicable law: Consumer Rights Act 2015 regarding contract performance and termination where applicable.

Cooling-off period (14 days)

Rule: For online or phone contracts you have a 14 day cooling-off period from the day after the contract is concluded. If you cancel within 14 days you will receive a full refund of charges paid, except for setup or installation charges.

Required proof: cancellation request within 14 days and proof of payment.

Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

End of commitment

Rule: If your contract has expired and you are out of commitment you can cancel without an Early Termination Fee. The 30 day notice period still applies.

Required proof: account statement showing contract end date.

Applicable law: Consumer Rights Act 2015 and general contract law.

Legitimate grounds Community Fibre accepts

Rule: Community Fibre accepts moving outside coverage, death of subscriber, and valid contract price change as grounds for cancellation with the procedures above. For other service failures use the complaints procedure and Consumer Rights Act 2015 for service standards.

Required proof: case-specific evidence such as move documents, death certificate, or written confirmation of price change.

Before you cancel: negotiate

Retention offers: Research shows Community Fibre agents may offer retention options when you call to cancel. Specific reports do not list standard discounts, but agents have been praised for helpfulness on Trustpilot. When you call 0800 082 0770, ask for retention offers, a price match, or a contract reprice to a lower plan. Mention competing offers and ask the agent to escalate to retention if no immediate reduction is available.

How to ask for a retention offer

Steps: call during opening hours, explain your reason for leaving, state the competing price, request a written retention offer and a final price figure. If offered a new price, request it in writing before accepting.

What cancelling saves you - sample yearly calculations

We use Community Fibre plan prices from official information to compute annual costs.

Example calculations:

• Essential 35 Mbps at £12.50 x 12 = £150.00 per year.
• 300 Mbps at £21 x 12 = £252.00 per year.
• 500 Mbps at £28 x 12 = £336.00 per year.
• 1 Gbps Premium WiFi at £32 x 12 = £384.00 per year.
• 2.5 Gbps Premium WiFi at £39 x 12 = £468.00 per year.

Cheapest real alternative

Hyperoptic is listed in research at £17 per month. Yearly cost: £17 x 12 = £204.00 per year. Comparison example: switching from 300 Mbps at £21 per month (£252.00 per year) to Hyperoptic at £17 per month saves £252.00 - £204.00 = £48.00 per year.

Key UK laws and regulator

Regulator: Ofcom oversees communications providers. Relevant laws include the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Cooling-off and refunds

Under the Consumer Contracts Regulations 2013 you have a 14 day cooling-off period for contracts signed online or over the phone. Cancelling within 14 days entitles you to a refund of sums paid except for setup or installation charges.

Price increases and cancellation rights

If Community Fibre increases your contract price and your contract does not permit that increase, you can cancel within 30 days of the price change notification without penalty.

Escalation steps if you cannot resolve

First, complain to Community Fibre and keep records of all contact. If unresolved after 6 weeks, use an Alternative Dispute Resolution (ADR) scheme; Citizens Advice can help. For card payments, consider Section 75 or chargeback through your card issuer if eligible.

Equipment return and charges

Community Fibre will email equipment return instructions. If equipment is not returned a charge may be applied; research notes a router non-return cost example of £56 which will be added to the account and refunded on return.

Final billing and refunds

Final refunds for cancellations within the 14 day cooling-off period are processed within 14 calendar days to the original payment method. If you cancel after the cooling-off period and before the end of your minimum term, an Early Termination Fee applies under the company calculation policy.

Account access after cancellation

Your online account remains accessible for billing queries. Keep copies of final invoices and the written cancellation confirmation. If you plan to switch to another provider, arrange the new provider start date to avoid a service gap.

Use this checklist to cancel cleanly and protect your rights.

• Call 0800 082 0770 and request cancellation; get a reference number.
• If you prefer written notice, send a signed letter by recorded delivery to Community Fibre, Bedford Street, WC2E 9HE London, United Kingdom.
• If cancelling within 14 days, request a refund and keep proof of the cancellation date.
• Ask for the exact Early Termination Fee if you are still in contract and note the calculation method (90 percent of remaining value then 50 percent reduction on prompt final invoice payment).
• Follow equipment return instructions and return the router to avoid a £56 charge for unreturned equipment.
• Take screenshots or save emails of all confirmations and your final invoice.
• If you cannot reach agreement, escalate to Citizens Advice and an ADR scheme after 6 weeks.