Community Fibre down leaving thousands of customers with no internet access
COMMUNITY Fibre is currently down for thousands of customers.
More than 9,000 users of the broadband provider have logged complaints on Downdetector website, which measures outages.
The issue appeared to start just before midday for the thousands of impacted customers.
The vast majority of customers have complained about problems with the internet and a handful have completely no service – including access to customer service.
That includes its live chat service and phone number.
Community fibre provides WiFi to 1.3million homes and 185,000 business across London, where it primarily operates.
Confused users have taken to social media to complain.
One wrote: “Im certain community fibre are having an outage or have been hacked.
“Customer support line is down, live chat is down, impossible to contact anyone. Internet is down and there is no way of finding out why.”
While another wrote on X, formally, Twitter: “@CommunityFibre Internet not working and no response from fibre community when calling the provided phone number.”
A third person said it was “ridiculous” that the company disabled “all of the options to contact them as well”.
A fourth went as far to say that they would not be “renewing” their contract.
They said: “Community fibre is useless. Even their chat and customer service number is down.”
The broadband provider has been getting in contact with customers on social media and said it working to fix the issue as a “top priority”.
A spokesperson for Community Fibre told The Sun: “We are aware that some of our customers are experiencing network outages this afternoon.
“Our specialist network delivery team are looking into this with the highest priority, and we expect to see these network issues resolved shortly.”
If you are impacted you can check the connectivity status by visiting the Community Fibre website and logging into your account.
Here customers will be able to get the latest updates on how broadband is running in their area.
Could you be entitled to compensation?
If you’re suffering issues with your internet, call or mobile services you may be entitled to compensation.
We’ve asked Community Fibre exactly what its rules are and will update the piece once we know more.
Internet firms usually pay out £8 for each day broadband and home phone services are not repaired after two full days of no service.
They will also pay £25 for each missed appointment, or for appointments cancelled with less than 24 hours’ notice, plus you’ll get £5 for each calendar day delay to the start of the new service.
This is usually automatic.
If your problem is still unresolved after eight weeks, you can complain to an independent Alternative Dispute Resolution (ADR) scheme.
Community Fibre is signed up to the CISAS ADR scheme.
How can I check if my broadband or emails are down?
A lot of broadband and mobile phone providers have dedicated pages where you can check the level of service on offer in your area.
For example, BT has its own page here – bt.com/help/check-service-status.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.