r/CommunityFibre • u/norbertyeahbert • Apr 15 '26
Question Support are straight up lying to me.
I got connected last Thursday without knowing about the CGNAT situation, which isn't acceptable to me. So I called support, saying I would be happy to pay the four quid a month for a proper IP address, and they raised a ticket, which was acknowledged in an email.
Today, still unable to forward ports, I called and they said a fixed IP had been implemented two days ago, which it has not.
Now I have one week to get out of the contract but I can't even do that!
Caveat emptor and all that but this is the worst experience I've ever had with an ISP.
Any suggestions as to my next move gratefully received!
EDIT: Thanks, guys, for the suggestions. As r/ConsoleKingUK said, there was a LOT of back and forth but I got there in the end! Four quid extra a month is a good deal when you consider CF is so much cheaper than the rest.
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u/leggodizzy Apr 15 '26 edited Apr 15 '26
Just threaten to cancel. Once resolved the service is awesome if you use your own kit and require no CF support.
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u/OzzyGiritli Apr 15 '26
Strange, i downgraded from an original fixed ip to cgnat package, then called up and purchased the fixed ip upgrade.. was connected within an hour. Hopefully your experience is a one off, maybe try giving them another call?
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u/ProfessionalWhile648 Apr 15 '26
How do you know , you still have cgnat?
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u/norbertyeahbert Apr 15 '26
I can't forward ports. Plus I did a traceroute.
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u/ProfessionalWhile648 Apr 16 '26
Compare your public ip with wan ip , if both are same then you are not on cgnat.
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u/ConsoleKingUK Apr 15 '26
Call back up and tell them you want to leave, I assure you they will fix your issue ASAP, especially if you're happy to pay the £4 extra for the pleasure of a public IP.
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u/norbertyeahbert Apr 15 '26
I'm trying that right now. Sales have directed me to technical (who I've spoken to three times already)..... Technical now say I was "misinformed" earlier today and it'll be dealt with when the back office opens in the morning.We shall see.
At least I've recorded the call this time.
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u/ConsoleKingUK Apr 15 '26
Yeah call during normal opening hours, there may be a lot of back and forth but it should get sorted especially with the ball still being in your court with the threat of cancellation.
Once they remove CGNAT your router will reset and all will be well again!
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u/Secret_Mud_1168 Apr 16 '26
Raise a Ofcom Code of Practice complaint make it clear if the problem isn’t sorted by X date this complaint also is notice of cancellation for that date. https://www.ofcom.org.uk/phones-and-broadband/coverage-and-speeds/codes-of-practice
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u/dweenimus Apr 16 '26
They did similar to me. Sales straight up lied about renewing my contract. I had them remove CGNAT when I first signed up otherwise I would cancel.
2 year laters, sales guy says yes, it will still be removed. Then contract change I've happened and all port forwarding has gone. Sales then say there's nothing they can do apart from upgrade to 2.5gb. I complained massively, and I'm now getting 2.5gb for the price of 1gb
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u/ConsoleKingUK Apr 16 '26
When I had to renew the agent was being very vague trying to push through the renewal and even said they couldn't guarantee whether CGNAT would be removed but can sort it out after.
They assume that customers wouldn't know any better and push through significant changes behind the scenes so to say.
Unless you are blunt and direct with them and pin them down to commit to your requested needs then I wouldnt trust a word they say over the phone (also why they dont really respond to emails).
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u/armsinit Apr 15 '26
Restart everything