Community Fibre Cuts Broadband Satisfaction Guarantee from 60 to 30 Days
Alternative network provider and UK ISP CommunityFibre, which has deployed a 5Gbps speed full fibre broadband (FTTP) network to cover 1.342 million UK homes (plus c.200k businesses) – mostly in London, has today reduced their somewhat industry leading 60 Day Satisfaction Guarantee to 30 days. But this is still better than many other providers can do.
The Guarantee essentially allows new customers to cancel their broadband contract and leave penalty free, within the first 60 days, if they are unhappy with the connection and CommunityFibre can’t fix the problem. But customers who cancel due to the 60 Day Satisfaction Guarantee will not receive any money back for any services they’ve paid for already.
Only a few providers offer a similar guarantee, although they usually run for a much shorter period than 60 days (e.g. 30 days or a couple of weeks).
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A spokesperson for CommunityFibre told ISPreview:
“For the small minority of customers who may have issues when they first sign up to Community Fibre, they contact us within the first few days, and we are able to resolve the majority of them swiftly.
Therefore, instead of dragging things out, we want our customers to feel secure right away. That’s why we’ve tightened our guaranteed window – as they can quickly determine if we are the right fit. Even reducing to a 30-Day Guarantee still means we are one of the few ISPs to have a guarantee and additionally have the (joint) longest guarantee of any of the UK broadband providers.”
New customers of the provider’s home broadband packages currently pay from just £19 per month for symmetric speeds of 200Mbps (inc. free router, installation, unlimited usage and a 24-month minimum term) and that rises up to £39 for their top 5Gbps package. Many of CommunityFibre’s packages are currently on a big discount until the end of this week, although monthly prices will rise by £2 from April every year.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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In my mind the 60 days are probably too much and subject to abuse (ie short term use and cancel without penalty). 30 days is plenty to figure out if the service suits your needs or you have any problems.