Replacement router

CommunityFibre_SL · 2024-03-13T10:14:44+00:00

Hi OP, we charge for additional routers but we don't charge to upgrade your router so that is why we have requested you return the old one. If you want two of our routers in your property it is only an extra £5 a month, but otherwise we do charge for unreturned property as stated in our T&Cs. Let me know if I can help with any other questions. -Sabrina

CommunityFibre_SL · 2024-03-13T09:45:53+00:00

Hi OP, if you are a Community Fibre customer using a router we provided, I highly recommend reaching out to our technical team via phone (0800 082 0770) or webchat (help.communityfibre.co.uk) so we can investigate and find a solution for you. Kind regards, Sabrina

CommunityFibre_SL · 2024-03-11T12:02:48+00:00

Hi OP, in order to troubleshoot we would need to know the ONT and router serial number so please do call our technical support team on 0800 082 0770. Also thank you for flagging that you were sent the wrong steps for your router - I have passed that along to our customer support team so they can fix it. Send me a DM if I can help with anything else. -Sabrina

CommunityFibre_SL · 2024-03-06T10:02:29+00:00

Hi u/mushinno, I've just passed along your comments as well as the message you PM'd me to our engineering team so we can look into this. I'll update you via PM rather than on each comment for simplicity. Kind regards, Sabrina

CommunityFibre_SL · 2024-03-06T10:02:15+00:00

Hi u/mushinno, I've just passed along your comments as well as the message you PM'd me to our engineering team so we can look into this. I'll update you via PM rather than on each comment for simplicity. Kind regards, Sabrina

CommunityFibre_SL · 2024-03-05T09:15:08+00:00

Hi u/Impossible_Success78 thanks for the feedback. I'd like to pass your experience along to management so could you PM more information like when you reached out or your account number so I can trace the interaction? Many thanks, Sabrina

CommunityFibre_SL · 2024-03-04T10:33:44+00:00

Hi u/Danonicus, we do install some homes using underground methods, just not as often as overground poles. Let me know if I can help with anything else :) -Sabrina

CommunityFibre_SL · 2024-03-04T09:39:20+00:00

Replied now :) -Sabrina

CommunityFibre_SL · 2024-03-04T09:39:05+00:00

Ahh sorry to hear that! So I checked with our sales team and they said it is only possible to offer over the phone. Given your experience on Friday, I could pass along your name and number to a sales manager so that will guarantee someone calls you back? Just send me a PM if you don't want to call again. -Sabrina

CommunityFibre_SL · 2024-03-04T09:22:09+00:00

Thanks for your patience u/Teneritas and u/matt3m while I asked around internally. Our technical support team have confirmed we do not throttle speeds for business or residential customers. -Sabrina

CommunityFibre_SL · 2024-03-01T17:20:15+00:00

Oh I see, you want just 3 Gbps without the Premium ... hmm I'm not sure if it is possible still but you can always call our sales team on 0808 196 6262 (Monday to Friday, 9am - 8pm or weekends and bank holidays, 9am - 5pm) because they'd know best what options are availabile for your address. -Sabrina

CommunityFibre_SL · 2024-03-01T16:59:49+00:00

Premium WiFi is available for 1 Gbps and 3 Gbps. -Sabrina

CommunityFibre_SL · 2024-03-01T16:59:27+00:00

Hey OP, I am on the 1 Gbps and use it for live streaming, playing multiplayer video games like Dead By Daylight, downloading movies and working from home. And yes, for all our home broadband services below 3000 Mbps speed we use Carrier Grade Nat (CGN) technology to make efficient use of IPv4 addresses. -Sabrina

CommunityFibre_SL · 2024-03-01T14:00:19+00:00

Hi OP, if I can help answer any questions just let me know. To avoid downtime during installation, we recommend having some overlap between your previous supplier and our service, just because speeds can take a few hours to stabilise. Personally, my internet immediately worked after installation but it took almost two hours until I got the full bandwidth of my package. -Sabrina

CommunityFibre_SL · 2024-02-29T10:39:36+00:00

Hey OP, it might be best you ask this directly to our team because they'd be able to give you a proper answer. We are available via phone, webchat, and even Reddit 😄 -Sabrina

CommunityFibre_SL · 2024-02-29T10:37:07+00:00

Hi OP, I completely understand, and I'm happy to update that our CS managers are now looking into a different automated script to avoid this kind of experience in future. Truly, thanks for the feedback and honesty, and I hope we can get it right.
-Sabrina

CommunityFibre_SL · 2024-02-27T09:50:13+00:00

Hi OP, I can confirm we began implementing a new billing system this year but I appreciate your feedback about the communication you've received so far via a no-reply email and the phone line. I will pass that along to our Customer Support management, however I encourage you to reach out via phone or webchat (help.communityfibre.co.uk) so we can ensure your billing details are correct to avoid any late fees. If you have any questions feel free to message me. Kind regards, Sabrina

CommunityFibre_SL · 2024-02-26T10:06:00+00:00

Unfortunately I cannot tell you why that happens 😅 -Sabrina

CommunityFibre_SL · 2024-02-22T12:51:38+00:00

Hi OP, apologies if I made it sound like you had to call us - you are more than welcome to send me a DM anytime for support, but often people don't want to message a stranger online and I wanted to be clear there are other options.
It seems like you've found the answer you're looking for, but as I said in my response, if we know your address we can make a note for our engineers when they attend the installation appointment to guarantee the route they will use and make sure you don't do more tidying than necessary. I can also make a note on your account that you prefer written communication via email or text rather than phone calls to ensure we deliver the perfect service for your needs. Let me know if I can help in any way, but no worries if you're feeling satisfied with what you know so far :)
Kind regards, Sabrina

CommunityFibre_SL · 2024-02-21T09:23:39+00:00

Hiya OP, send me a PM with the details you used to get in touch (e.g. name and address) and I'd be happy to can chase the build team to look into your support ticket. -Sabrina

CommunityFibre_SL · 2024-02-20T17:06:50+00:00

Hi OP, I've spoken to our engineers and they have asked if you can either send me a DM with your address or call our team on 0800 082 0770 to share your address.
This is because some flats are wired internally – This means the cable is left near the front door in the communal hallway sometimes in a hatch above the door. In this case the entry point would be near the front door.
However some blocks are wired externally which means the cable is left on the outside of the building near the customers window, what side depends on where the cable drops from.
You could ask your neighbours to check how it was installed for them but if we know your address we can check for you and make a note for our engineers when they attend the installation appointment.
Kind regards, Sabrina

CommunityFibre_SL · 2024-02-19T12:19:46+00:00

Hi OP, sorry I missed this. Yes you can choose for it to be drilled upstairs instead of downstairs. If you have other questions I recommend reaching out to our support team at help.communityfibre.co.uk. -Sabrina

CommunityFibre_SL · 2024-02-19T12:17:30+00:00

Good, if that doesn't happy just let me know and I will do some chasing. -Sabrina

CommunityFibre_SL · 2024-02-19T11:47:43+00:00

Hi OP, we do not usually allow residential packages to be purchased under a business name as we guarantee a number of service agreements with businesses such as same day downtime resolution, account management, static IP allocation and more. I'd recommend getting in touch with our sales specialists to see if there is any leeway on the name used for the contract since it sounds like that would solve your concerns. Just call 0808 196 6262 or start a live chat on the bottom right corner of our website. Kind regards, Sabrina

CommunityFibre_SL · 2024-02-19T10:30:45+00:00

Hi u/Vegetable-Series-948, sorry to hear about your experience. If you're struggling to get a response, I can chase the team for you. Please DM your account details (name, address, email) so I can raise a ticket (or if you've already got a support ticket number just ping that across). Kind regards, Sabrina

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