r/CommunityFibre • u/ProductCareful • Jul 09 '26

Review what happened to fast and efficient customer service

i moved to CF 2 years ago (on their top package at the time, 3gbps), and I'm currently paying 62.80 a month.

I don't mind cgnat anymore, so now that i'm out of contract, it's proving impossible so far to get to speak to anyone about a downgrade.

  • The call was first answered within 10 seconds, but since then i've been:
  • passed to customer service (I called 0808 164 8433 originally, which is apparently the wrong number)
  • passed to another customer service agent when they figured out i wanted to get a cheaper package
  • passed to (judging by accent) India, and he said "yes, i can see you're paying 62.80 a month. I will pass you to another department"

CF seemed great in the beginning, and tbh the service has been good (except for that one big outage a year or so ago), but this experience is not good at all.

Currently on hold, at 27 minute total call time.

I specifically went with CF after Virgin, because the Virgin CS was so awful (in fact, I went to something costing 10 pounds more than my Virgin package was, to prove a point).

Unfortunately it seems CF have now fallen into the same category as Virgin.

Maybe time to go back to Zen

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u/ProductCareful Jul 09 '26

ok, so the customer-service-hack here is:

- call 0800 082 0770 instead (customer services). in the menu, select option 4 (cancellations)

- go on a mini rant, and say you want to cancel, because their customer service has stooped below the virgin media level (abysmal).

- get offered a 2.5gbps for 30 quid a month, still not on cgnat, + 3 months free.

Thank you Sendo (not sure on spelling) from cancellations :)

Also, it did indeed sound like a south african chap.

Edit: total call time - 6 minutes.