Every Community Fibre phone number, opening hour, postal address and online channel in one place. Sales calls are free on 0800 082 0770; existing customers use the London number 020 8128 1080. UK-based support team, London business hours, no overnight queues.
At a glance
At a glance
Contact
Updated 19 May 2026
Phone directory
All numbers go to UK-based agents in London. The freephone sales line is free from any UK phone; the support line is charged at your usual landline rate, almost always included in your call plan.
Sales (new customers)
0800 082 0770Freephone
Hours: Monday to Friday 09:00 to 19:00, Saturday and Sunday 10:00 to 18:00
Free from UK landlines and mobiles. Use this line to check coverage at your postcode, place a new order or move your line.
Existing customer support
020 8128 1080Local rate
Hours: Monday to Friday 09:00 to 19:00, Saturday and Sunday 10:00 to 18:00
For account queries, technical faults, billing issues, moving home or upgrades. Standard London geographic rate, included in most mobile and landline tariffs.
Technical support / faults
020 8128 1080Local rate
Hours: Monday to Friday 09:00 to 19:00, Saturday and Sunday 10:00 to 18:00
Use the same existing-customer line and choose the "fault" option from the menu. Faults outside opening hours can be logged on the MyAccount portal or via live chat.
Cancellations and complaints
020 8128 1080Local rate
Hours: Monday to Friday 09:00 to 19:00
Choose the "complaints or cancellation" option. Complaints can also be logged in writing using the postal address below.
Other ways to reach them
If you would rather not phone, Community Fibre’s live chat and X account are the fastest non-phone channels. Email is fine for non-urgent queries. Post is required only for formal complaints.
Click the chat bubble at the bottom right. Starts with a bot but escalates to a human agent during opening hours.
For non-urgent queries. Expect a response within 1 to 2 working days. For faults, use the phone or live chat for a faster fix.
Manage your account online: bills, package upgrades, contact preferences, payment methods, fault logging.
Community Fibre Ltd, 5th Floor, The Lantern Building, 75 Hampstead Road, London NW1 2PL
Use this address for written complaints and formal correspondence.
Replies in working hours. Most account-specific queries are pushed to DM for security. Fast for general questions.
Slower than X but useful for non-urgent contact. Community Fibre also runs ad campaigns through this page.
Complaints procedure
Community Fibre is a member of CISAS, the alternative dispute resolution scheme for UK telecoms. If the in-house team cannot resolve your complaint within 8 weeks, CISAS will decide the case for free, and the decision is binding on Community Fibre.
Phone 020 8128 1080, use live chat, or write to Community Fibre Ltd, 5th Floor, The Lantern Building, 75 Hampstead Road, London NW1 2PL. Note the date, the agent name and your case reference. Community Fibre commits to acknowledging complaints within 5 working days.
If the first response does not resolve the issue, ask in writing for the case to be escalated to a manager. Most cases are resolved at this second step. Keep all written exchanges, they will be needed if you take the next step.
If the dispute is still unresolved, ask for a deadlock letter. If Community Fibre will not issue one and 8 weeks have passed since you first complained, you can escalate without it.
Community Fibre is a member of CISAS (Communications and Internet Services Adjudication Scheme), not Ombudsman Services. CISAS is free for customers, legally binding on Community Fibre, and decisions usually take 6 to 8 weeks. You can also report systemic issues to Ofcom, although Ofcom does not arbitrate individual complaints.
FAQ
The main existing-customer support line is 020 8128 1080, open Monday to Friday 09:00 to 19:00 and weekends 10:00 to 18:00. New customers and sales queries use the freephone line 0800 082 0770. Both go to UK-based agents.
Yes. 0800 082 0770 is a UK freephone number, free from all UK landlines and mobiles. The existing-customer line 020 8128 1080 is a standard London geographic number, charged at your provider’s usual landline rate (almost always included in mobile and landline call plans).
You can start the cancellation in MyAccount or by live chat, but for security reasons the final cancellation step requires a phone call to 020 8128 1080. Have your account number ready. If you are switching to another UK ISP, your new provider will handle the line transfer under the Ofcom One Touch Switch process.
Community Fibre publishes a target of 5 working days for an initial acknowledgement and aims to resolve complaints within 8 weeks, in line with Ofcom rules. If your case is not resolved within 8 weeks (or if you receive a deadlock letter before then), you can escalate to CISAS, the free independent adjudication scheme.
Yes. Complaints can be sent in writing to [email protected] or by post to the address above. Always keep a copy of your message and the date, and ask for a written acknowledgement with a case reference. Written complaints are useful if you later need to escalate to CISAS.
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