{"id":43354,"date":"2025-10-08T00:01:17","date_gmt":"2025-10-07T23:01:17","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=43354"},"modified":"2025-10-06T15:42:24","modified_gmt":"2025-10-06T14:42:24","slug":"asa-ban-uk-isp-community-fibres-misleading-best-internet-provider-claims","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/10\/asa-ban-uk-isp-community-fibres-misleading-best-internet-provider-claims.html","title":{"rendered":"ASA Ban UK ISP Community Fibre&#8217;s &#8220;Misleading&#8221; Best Internet Provider Claims"},"content":{"rendered":"<p>The <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/asa\" target=\"_blank\">Advertising Standards Authority<\/a> (ASA) has banned a website promotion for London-focused broadband ISP <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/communityfibre\" rel=\"nofollow\" target=\"_blank\">CommunityFibre<\/a>, which occurred after it was found to have misleadingly claimed to be both the &#8220;<em>#1 rated internet provider on Trustpilot \u2013 with the most 5 star reviews<\/em>&#8221; and &#8220;<em>#1 Best \u2018Internet Provider\u2019<\/em>&#8220;.<!--more--><\/p>\n<p>Just for some context. <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/communityfibre\" rel=\"nofollow\" target=\"_blank\">CommunityFibre<\/a> has so far deployed their 5Gbps speed Fibre-to-the-Premises (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a>) broadband network to serve 1.342 million homes (inc. 185k businesses within 200 metres of their network), albeit with the vast majority of that being present in London.<\/p>\n<p>However, the ASA found that, when the companies in the same category as <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/communityfibre\" rel=\"nofollow\" target=\"_blank\">CommunityFibre<\/a> were sorted by \u201c<em>highest number of reviews<\/em>\u201d on Trustpilot (at the time the promotions were seen &#8211; June 2025), two had a higher number of five-star reviews at over 182,000 and 65,000 five-star reviews respectively, compared to CommunityFibre that had over 60,000 five-star reviews.<\/p>\n<blockquote class=\"bq1\"><p><a href=\"https:\/\/www.asa.org.uk\/rulings\/community-fibre-ltd-a25-1300873-community-fibre-ltd.html\" target=\"_blank\" rel=\"noopener\"><strong>ASA Ruling Ref: A25-1300873 Community Fibre Ltd<\/strong><\/a><\/p>\n<p>We understood that in order for Community Fibre to appear at the top of the list of \u2018Internet providers\u2019 on Trustpilot, the results had to be sorted by \u201cHighest number of reviews\u201d and the filters \u201c4.5+ [stars]\u201d and \u201cLondon\u201d had to be applied. This had the effect of filtering out a large number of Community Fibre\u2019s competitors.<\/p>\n<p>Whilst there were approximately 400 companies in the Trustpilot category \u201cInternet provider\u201d, when these filters were applied only 20 companies appeared. Moreover, when these filters were applied, although Community Fibre appeared at the top of the list of internet providers, another company which appeared beneath them in the list held a higher star rating.<\/p>\n<p>Because the ads gave the impression that Community Fibre was the highest rated internet provider on Trustpilot when we understood that was not the case, we concluded the ads were misleading.<\/p>\n<p>On that point, the ads breached CAP Code (Edition 12) rules 3.1 and 3.3 (Misleading advertising) and 3.7 (Substantiation).<\/p><\/blockquote>\n<p>As usual, the ASA banned the promotions in their current form and told CommunityFibre to &#8220;<em>ensure they did not state or imply that they held the number one ranking, or had the most 5-star reviews, on third-party review websites if that was not the case<\/em>&#8220;.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Advertising Standards Authority (ASA) has banned a website promotion for London-focused broadband ISP CommunityFibre, which occurred after it was found to have misleadingly claimed to be both the &#8220;#1 rated internet provider on Trustpilot \u2013 with the most 5 star reviews&#8221; and &#8220;#1 Best \u2018Internet Provider\u2019&#8220;.<\/p>\n","protected":false},"author":1,"featured_media":41256,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[99,1491,56],"class_list":["post-43354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-asa","tag-community-fibre","tag-fttp"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/115335377315617020","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ASA Ban UK ISP Community Fibre&#039;s &quot;Misleading&quot; Best Internet Provider Claims - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The Advertising Standards Authority (ASA) has banned a website promotion for London-focused broadband ISP CommunityFibre, which occurred after it was\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/10\/asa-ban-uk-isp-community-fibres-misleading-best-internet-provider-claims.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ASA Ban UK ISP Community Fibre&#039;s &quot;Misleading&quot; 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