Ending your Community Fibre membership made easy

About Community Fibre

Community Fibre is a rapidly growing full-fibre broadband provider operating across London and expanding into other UK cities. Founded in 2016, they've built a reputation for delivering ultrafast, reliable internet connections using 100% fibre-optic technology straight to your home. Unlike traditional copper-based services, their network offers symmetrical speeds meaning your upload speeds match your download speeds, which is brilliant for video calls, gaming, and working from home.

What sets Community Fibre apart is their focus on underserved areas and their commitment to providing genuinely fast broadband without the price hikes you often see with larger providers. They've won multiple awards for their customer service and value for money. The company operates primarily in London boroughs including Southwark, Lambeth, Lewisham, Tower Hamlets, Hackney, and Camden, though their coverage area continues to expand.

Most importantly for our purposes today, Community Fibre operates on a contract basis with specific terms you'll need to understand before attempting to cancel. They're regulated by Ofcom like all UK broadband providers, which means certain consumer protections apply to your cancellation rights. Keep this in mind as we work through the cancellation process.

Plans, features and pricing

Community Fibre offers several broadband packages designed to suit different household needs. Their pricing structure is refreshingly straightforward compared to many competitors, though you'll want to pay close attention to contract lengths and any promotional periods that might affect your cancellation timing.

Current broadband packages

Here's what Community Fibre typically offers, though prices can vary based on promotions and your specific location:

First thing to understand: these packages usually come with either 12-month or 24-month minimum contract terms. Some promotional offers might include rolling monthly contracts after an initial period, but this isn't standard. Additionally, Community Fibre sometimes runs special promotions offering reduced rates for the first few months, which then increase to standard pricing.

What's included in your service

Community Fibre packages typically include a Wi-Fi router at no extra cost, unlimited data usage, and no activation fees during promotional periods. They don't charge for engineer visits during installation, which is a nice touch. Keep in mind that if you cancel early, you might need to return their equipment or face additional charges.

Most importantly, their symmetrical speeds mean you get the same upload as download speed. This matters because many providers advertise download speeds but offer much slower uploads. For cancellation purposes, remember that dissatisfaction with actual speeds versus advertised speeds can sometimes provide grounds for penalty-free cancellation under consumer protection laws.

Contract variations and commitments

Next, let's talk about what you actually committed to when you signed up. Community Fibre contracts specify your monthly fee, contract length, and any price increase terms. They're required by Ofcom regulations to clearly state when and how prices might increase during your contract period. This information will be crucial when calculating any early termination fees you might face.

Terms of service and cancellation policy

Understanding Community Fibre's cancellation policy is absolutely essential before you send any cancellation letter. Getting this wrong can cost you hundreds of pounds in unnecessary fees or leave you stuck in a contract longer than needed.

Standard notice period requirements

Community Fibre requires 30 days' notice for cancellation. This is standard across the UK broadband industry and is perfectly legal. Here's what this means in practice: if you send your cancellation letter on January 15th, your service won't end until February 15th at the earliest. You'll be charged for those 30 days regardless of whether you're using the service.

Pro tip from my experience: many customers make the mistake of assuming their notice period starts when Community Fibre processes their letter. Wrong. Your notice period starts from when they receive your letter, which is exactly why sending via Recorded Delivery is so crucial. Without proof of delivery, they can claim they received it later than you sent it, extending your billing period.

Early termination fees explained

If you're still within your minimum contract period, Community Fibre will charge early termination fees. These typically equal the remaining months of your contract multiplied by your monthly fee. For example, if you're paying £30 per month and have 8 months remaining, you're looking at £240 in early termination fees.

Additionally, some contracts include specific clauses about equipment return. If you don't return their router within 14 days of service termination, expect charges of £50-100 added to your final bill. Keep the original packaging if possible, as this makes returns much simpler.

Legal protections under UK consumer law

Most importantly, you have specific rights under UK consumer protection regulations. If Community Fibre fails to provide the service as described, if speeds are consistently below advertised levels, or if they make significant changes to your contract terms, you may have grounds to cancel without penalty.

The Consumer Rights Act 2015 states that services must be provided with reasonable care and skill. If you've been experiencing persistent service issues that Community Fibre hasn't resolved, document everything. Keep records of speed tests, outage times, and all correspondence. This documentation strengthens your position if you're disputing early termination fees.

Price increase provisions

Next, understand that Community Fibre, like most UK providers, includes terms allowing mid-contract price increases. However, Ofcom rules state that if the increase exceeds the rate specified in your contract, you have the right to cancel without penalty. This usually applies to increases above the stated RPI or CPI rate plus a fixed percentage.

Check your original contract documents for the exact wording. If Community Fibre announces a price increase that exceeds their contractual terms, you typically have 30 days from the notification to cancel penalty-free. This is a golden opportunity that many customers miss.

Cancelling by post - the complete guide

Postal cancellation is the most reliable method for terminating your Community Fibre service, and I'll explain exactly why before we get into the step-by-step process. After processing thousands of broadband cancellations, I can tell you that postal cancellation with proof of delivery provides the strongest legal protection and clearest paper trail.

Why postal cancellation is your best option

First, let's address why you should cancel by post rather than other methods. Phone cancellations leave you vulnerable because there's no independent proof of what was said or agreed. Customer service representatives might mishear information, forget to process your request, or record incorrect details. I've seen countless cases where customers thought they'd cancelled by phone, only to receive bills months later with no record of their cancellation request.

Online cancellation portals, where they exist, can be equally problematic. System glitches, unclear confirmation processes, and disputed submission dates create unnecessary complications. Additionally, many providers make online cancellation deliberately difficult to discourage customers from leaving.

Postal cancellation via Recorded Delivery gives you irrefutable proof of when Community Fibre received your cancellation request. This proof is legally binding and protects you from disputes about timing, content, or whether the cancellation was properly submitted. Keep in mind that this documentation becomes invaluable if you later need to dispute charges or involve Ofcom.

Preparing your cancellation letter

Before writing anything, gather these essential pieces of information. You'll need your full account number, which appears on your monthly bills or welcome letter. Next, locate your current address where the service is installed, and confirm your contract start date. Additionally, have your payment details handy, particularly the bank account or card used for monthly payments.

Most importantly, decide your preferred disconnection date. Remember the 30-day notice period we discussed earlier. If you need service to end by a specific date, count backwards 30 days to determine when your letter must be received. Pro tip: add a few extra days as a buffer to account for postal delays.

What your letter must include

Your cancellation letter needs specific information to be processed without delays. Start with your full name exactly as it appears on your Community Fibre account. Include your complete service address, account number, and contact telephone number. State clearly that you're requesting cancellation of your broadband service, and specify your desired disconnection date.

Next, include your signature and the date you're writing the letter. If you're disputing early termination fees due to service issues, briefly mention this, but keep it factual and unemotional. Reference any complaint numbers or previous correspondence about service problems.

Additionally, request written confirmation of your cancellation, including the final disconnection date and a breakdown of any final charges. Ask them to confirm the address where you should return equipment. This creates a paper trail and forces Community Fibre to provide clear information about what happens next.

The correct postal address

This is absolutely critical: you must send your cancellation letter to Community Fibre's registered office address. Sending it anywhere else can result in processing delays or claims that they never received it. Send your letter to:

• 15 Bedford Street, London WC2E 9HE, UK

Double-check this address before posting. A single mistake in the postcode or street name could send your letter to the wrong location, invalidating your cancellation timeline. I've seen customers lose out on hundreds of pounds because their letter went to an old address or a customer service centre that doesn't handle cancellations.

Sending your letter correctly

Here's where many people go wrong: they send cancellation letters via standard post without tracking. Never do this. Always use Royal Mail Recorded Delivery or Special Delivery. These services cost a few pounds extra but provide proof of delivery that's worth its weight in gold if disputes arise.

When you send via Recorded Delivery, you'll receive a reference number. Keep this number safe along with your proof of postage receipt. Next, use Royal Mail's tracking service to confirm when Community Fibre receives your letter. Screenshot or print this tracking information as additional evidence.

Pro tip: take photos of your completed letter before sealing the envelope. If there's ever a dispute about what you sent, you'll have evidence of the exact content and date. Additionally, consider using a service like Postclic, which streamlines this entire process by handling the printing, posting, and tracking for you while maintaining digital proof of everything. This is particularly useful if you're time-poor or want professional formatting without the hassle of trips to the post office.

Following up on your cancellation

Most importantly, don't assume everything's fine just because you've sent the letter. Wait 3-5 working days after the tracked delivery confirmation, then contact Community Fibre to verify they've processed your cancellation. Ask for written confirmation via email, and request specific details about your disconnection date and final bill amount.

Keep detailed records of every interaction. Note the date, time, name of the person you spoke with, and what was discussed. If they claim not to have received your letter despite tracking showing delivery, immediately reference your Recorded Delivery receipt number. This usually resolves the issue instantly.

Equipment return procedures

Next, let's talk about returning Community Fibre's equipment. Once your cancellation is confirmed, they should provide return instructions within a few days. They'll typically send a prepaid returns label or provide an address where you should send the router and any other equipment.

Pack the equipment securely in its original box if you kept it, or use adequate padding in a sturdy box. Take photos of the equipment before packing to prove its condition. Send the return via a tracked service, not standard post. Yes, this costs extra, but it protects you from claims that you never returned the equipment.

Keep in mind that Community Fibre's terms usually give you 14 days from service disconnection to return equipment. Miss this deadline, and you'll face equipment charges. Set a calendar reminder to ensure you don't forget.

Understanding your final bill

After cancellation, you'll receive a final bill covering your notice period, any early termination fees, and charges for unreturned equipment if applicable. Review this bill extremely carefully. Check that the disconnection date matches what was confirmed, verify that early termination fees are calculated correctly, and ensure you're not being charged beyond your disconnection date.

Additionally, if you paid by direct debit, remember that Community Fibre can still take payment for your final bill. Don't cancel your direct debit immediately after sending your cancellation letter, as this can create complications. Wait until after the final bill is paid, then cancel the direct debit to prevent any erroneous future charges.

Tips from former members

After helping thousands of customers through broadband cancellations, I've gathered invaluable insights from people who've successfully cancelled Community Fibre. These real-world tips can save you time, money, and significant frustration.

Timing your cancellation strategically

First and most importantly, timing matters enormously. If you're approaching the end of your minimum contract term, wait until you're within 30 days of that end date before sending your cancellation. Sending it too early might result in Community Fibre processing it for the earliest possible date, which could still fall within your contract period and trigger early termination fees.

Pro tip from former customers: set a calendar reminder for 35 days before your contract end date. This gives you time to prepare your cancellation letter, send it via Recorded Delivery, and ensure it arrives with enough notice to end service right when your contract expires. One customer saved £180 in early termination fees simply by waiting an extra week to send their cancellation.

Documenting service issues thoroughly

Next, if you're experiencing service problems that might justify penalty-free cancellation, documentation is everything. Former customers who successfully disputed early termination fees all had one thing in common: meticulous records. Keep a spreadsheet noting every outage, slow speed incident, and dropped connection with dates and times.

Additionally, run regular speed tests using Ofcom's approved testing tools and save the results. If your speeds consistently fall below advertised levels, this evidence supports your case for cancellation without penalty. One customer I worked with documented three months of speed issues and successfully argued for penalty-free cancellation despite having 10 months remaining on their contract.

Avoiding common mistakes

Let me share the most frequent errors I see customers make. First mistake: not reading their contract before attempting to cancel. You need to know your exact contract end date, monthly fee, and any specific cancellation terms. Second mistake: assuming verbal confirmation of cancellation is sufficient. It isn't. Always get written confirmation.

Third mistake: cancelling your direct debit before the final bill is paid. This creates payment disputes and can damage your credit rating. Keep that direct debit active until you've received and paid your final bill. Fourth mistake: throwing away equipment packaging. That original box makes returns so much easier and reduces the risk of damage during shipping.

Dealing with retention offers

Here's something interesting that former customers report: after Community Fibre receives your cancellation letter, you might receive calls or emails offering discounts or improved terms to keep you as a customer. These retention offers can be genuinely good deals, but approach them carefully.

If you're cancelling because you're moving or switching to a fundamentally different service type, retention offers probably won't change your mind. However, if you're cancelling due to price, a significant discount might be worth considering. Just make sure any new agreement is provided in writing with clear terms. Don't accept verbal promises about pricing or contract length.

Most importantly, if you accept a retention offer, get written confirmation that your original cancellation is withdrawn and replaced with the new agreement. Otherwise, you might find your service cancelled as originally requested despite agreeing to stay.

Managing the transition to a new provider

If you're switching to another broadband provider rather than cancelling service entirely, coordination is crucial. Many former Community Fibre customers recommend overlapping service by a few days to avoid downtime. Yes, you'll pay for both services briefly, but this ensures you're never without internet.

Additionally, check whether your new provider offers a switching service. Some providers will handle the cancellation of your old service as part of their installation process. However, I generally recommend maintaining control of your Community Fibre cancellation yourself. This ensures it's done correctly and on your timeline.

Protecting yourself from post-cancellation charges

Former customers frequently report unexpected charges appearing weeks or even months after cancellation. Protect yourself by monitoring your bank account carefully for three months after your final bill. If Community Fibre attempts to take any payment you don't recognise, contact them immediately and dispute the charge.

Keep all cancellation documentation for at least 12 months after service ends. This includes your original cancellation letter, proof of postage, tracking information, written confirmation from Community Fibre, equipment return tracking, and copies of all bills. If a dispute arises months later, you'll have everything needed to resolve it quickly.

When to escalate to Ofcom

Finally, understand when it's appropriate to involve the regulator. If Community Fibre refuses to process your cancellation despite proper notice, charges you incorrectly, or fails to resolve a legitimate dispute within eight weeks, you can escalate to Ofcom or an approved alternative dispute resolution scheme.

Before escalating, ensure you've given Community Fibre a fair opportunity to resolve the issue. Send a formal complaint in writing, allow them their full response time, and keep records of everything. Most disputes resolve before reaching Ofcom, but knowing this option exists provides leverage if needed.

The key takeaway from former customers is this: cancelling Community Fibre doesn't have to be stressful if you follow the proper process, maintain detailed records, and use Recorded Delivery for all important correspondence. Take your time, double-check everything, and don't let anyone rush you through decisions. Your money and consumer rights are worth protecting, and a methodical approach ensures the smoothest possible cancellation experience.