How is the Community Fibre cancellation fee calculated?

The Early Termination Fee is your **monthly bill multiplied by the number of months remaining** on your contract. For example, on a £25/month plan with four months left, your ETF is £100. You'll also be charged for any unreturned equipment (around £56 for the router), but those charges are credited back once Community Fibre receives the kit. ETF doesn't apply if you cancel inside the 14-day cooling-off period.

What if I'm moving home, do I still pay the ETF?

If Community Fibre serves your **new address** and you don't continue with them, you owe **100% of the ETF**. If they don't serve your new location, you must still cancel, but they'll reduce the ETF by **50%** as a goodwill gesture, assuming you pay your final invoice promptly. This 50% reduction is also offered for bereavement and some other qualifying circumstances if you submit supporting documentation.

How do I switch from Community Fibre to another provider?

Use the **One-Touch Switch** process, sign up with your new provider (e.g. Sky, BT, Vodafone) and they'll notify Community Fibre on your behalf. Community Fibre only terminates service once your new connection is active, so there's no broadband gap. You're still on the hook for any ETF if you switch inside your minimum term, and you must return the router after switching.

What if Community Fibre ignores my cancellation request?

Community Fibre targets a **5 working-day** acknowledgement and aims to resolve complaints within 8 weeks per Ofcom rules. If they don't respond or you're unhappy with the resolution, ask in writing for escalation to a manager, then request a **deadlock letter**. After 6 to 8 weeks (or with a deadlock letter), you can escalate free to the **Communications Ombudsman** at enquiry@commsombudsman.org or 0330 440 1614, their decisions are binding on Community Fibre.

Do I have to return the router when I cancel?

Yes. Community Fibre will email return instructions and **automatically add equipment charges to your final bill** (around £56 for the router, plus fees for any mesh nodes or TV box). Once they receive the equipment back, they credit the charges, which triggers a new invoice, so you may see a charge before the refund lands. Keep proof of postage; you're responsible for the kit until it arrives.

Can I cancel Community Fibre without paying a fee?

Yes if (a) you're inside the **14-day cooling-off period**, (b) you're **out of contract** (just serve 30 days' notice), or (c) Community Fibre has made a material detrimental change to the service, clause 2.9/7.6 of the terms gives you a fee-free exit with a pro-rata refund of prepaid fees. You may also qualify for a **50% ETF reduction** if you're moving to an area they don't serve.

Why am I still being charged after cancelling Community Fibre?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Community Fibre account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel Community Fibre Without the ETF.

Q: Can I cancel Community Fibre within the cooling-off period?

Yes, there's a **14-day cooling-off period** starting from the day your service goes live. Cancel inside that window and you'll receive a full refund within 14 calendar days, returned to your original payment method. You still need to return any equipment they've sent. After the 14 days expire, the 30-day notice rule and Early Termination Fee (if in minimum term) kick in.

Q: Does Community Fibre charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Community Fibre and what to expect.

Last verified 15 Jun 2026 · data refreshes daily · sources: homepage, contact, page-emails, web-search

The fastest way

To cancel Community Fibre, call 020 8128 1080 or use live chat, you must give 30 days' notice. New customers get a 14-day cooling-off period with refund within 14 days. If still in your minimum term, expect an Early Termination Fee equal to monthly bill × months remaining.

Or let yoink do it for you.

30 seconds. AI emails Community Fibre, handles retention, chases the refund. You approve once, then sleep.

Get yoink (App Store) →

The 4-step cancellation

Email the verified address
business-support@communityfibre.co.uk, yoink-verified working email for Community Fibre (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Community Fibre team,

I'm writing to cancel the subscription on my account, [your account email].

Please treat this as formal notice of cancellation, effective from the end of the current billing period. Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in.

Please confirm by reply that the subscription has been cancelled and that no further charges will be taken.

If your policy allows it, I'd also appreciate a pro-rata refund for the unused portion of the current period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Community Fibre plans you can cancel

Community Essential Fibre 35Mbps
12-month contract only. 30 days' notice required to cancel; ETF applies if cancelling within minimum term.
£12.50/mo
100Mbps Full Fibre Broadband
Available on 12, 18 or 24-month terms. ETF = monthly bill × months remaining if cancelled in-contract.
£14.00/mo
150Mbps Full Fibre Broadband
12/18/24-month contract options. 30 days' notice required.
1 Gbps Premium WiFi Full Fibre
Long-term contract; ETF applies if cancelled in minimum term. Premium WiFi guarantee, refund of up to 3 months if speed guarantee missed (does not grant right to cancel).
£23.00/mo
5 Gbps Full Fibre
24-month contract typical. ETF = remaining months × monthly bill.
Community Fibre TV (add-on)
Bundled on 24-month contract; cancels alongside broadband.
£10.00/mo
30-day rolling (out-of-contract)
After minimum term, switch to 30-day rolling for +£4/month on top of package price. 30 days' notice still required to cancel.

Community Fibre’s refund policy

Community Fibre gives new customers a 14-day cooling-off period from the day service begins, cancel inside that window and you get a full refund within 14 calendar days, returned to your original payment method. After day 14, you must give 30 days' notice. Inside the minimum term (12/18/24 months) an Early Termination Fee applies: monthly bill × months remaining. Pro-rata refunds of prepaid fees apply when Community Fibre changes the service to your material detriment and you cancel under that clause.

“If you wish to cancel after 14 days, you will need to give us 30 days' notice. If you are still within the minimum contract period, an early termination fee will be applicable for the outstanding contracted amount for your services.”
, Community Fibre terms

14-day cancellation windowPro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated Community Fibre refund guide , same data, but framed around the policy + escalation paths.

Does Community Fibre charge a cancellation fee?

Community Fibre’s terms mention conditions worth checking before you cancel, see the plan notes and policy quote above for the specifics we found. In general: rolling monthly plans end at the period you’ve already paid for with nothing extra to pay, while minimum-term or contract plans can carry an early-exit charge until the term ends. If you signed up online within the last 14 days, the Consumer Contracts Regulations give you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling Community Fibre

Based on 4 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling by email to a generic support inbox, Community Fibre routes cancellations through phone or live chat, they explicitly want to 'discuss implications' before closing the account, and there is no published cancellations@ mailbox.
✕ Letting the contract 'lapse' by stopping direct debit, Account stays open and bills keep generating, they require 30 days' notice in writing or by phone, even when you're out of contract.
✕ Asking your new ISP to handle it AND also cancelling directly, Under One-Touch Switch the new provider notifies Community Fibre for you; double-cancelling can confuse the switch date and leave a billing gap.
✕ Refusing to return the router, Equipment charges (around £56 for the router plus per-device fees) are auto-added to your final bill and only credited back once equipment is received.
✕ Moving home and assuming the contract dies, If Community Fibre serves your new address you owe 100% of the ETF if you don't continue. If they don't serve it, you still pay 50% of the ETF as a goodwill reduction.

Cancelled Community Fibre but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Community Fibre, treat it as not cancelled. Email business-support@communityfibre.co.uk referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Community Fibre’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
You're inside a minimum term. Some Community Fibre plans keep charging until a fixed term ends even after you cancel, check the plan notes above.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Community Fibre charges again.

How Community Fibre will try to keep you

Community Fibre may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Agent will quote the Early Termination Fee (monthly bill × months remaining) to deter cancellation.”
You say: Ask for the ETF in writing and check if you qualify for the 50% reduction (e.g. moving outside their footprint, bereavement, or service failures). If you've had loss-of-service over 2 working days, demand the £9.98/day Ofcom automatic compensation be offset first.
They’ll say: “Offer to switch you to a cheaper plan or extend the contract at a 'loyalty' price instead of cancelling.”
You say: If you genuinely want to leave, decline politely and restate: 'I'm giving 30 days' notice to terminate today, please confirm the final bill date and equipment return instructions by email.'
They’ll say: “Push the 30-day rolling option at +£4/month at end-of-contract to keep you on the books.”
You say: Only accept if you're between providers. Otherwise serve notice, out-of-contract customers still need to give 30 days, and the +£4 rolling fee accrues every month you delay.
They’ll say: “Delay scheduling the cancellation call, hoping you renew by inertia at contract end.”
You say: Lock the date in writing via live chat transcript or follow-up email, get a case reference. If they miss the 5-working-day acknowledgement target, escalate to a manager, then to the Communications Ombudsman after 6 to 8 weeks.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Community Fibre’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Community Fibre’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Community Fibre has ~45 days to defend.

Delete your Community Fibre account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Community Fibre’s account settings, email business-support@communityfibre.co.uk with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under UK GDPR (Article 17, the right to erasure). They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Community Fibre

Call Community Fibre on **020 8128 1080** or use live chat on communityfibre.co.uk. You must give **30 days' notice** of your intention to cancel, they will then confirm closure, discuss any Early Termination Fee if you're in your minimum term, and email instructions for returning the router. Once equipment is back, equipment charges are credited and you receive a final bill. Outstanding balances must be paid within 30 days.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Community Fibre refund guide. Need a human for something else entirely? The Community Fibre contact guide lists every channel that actually answers.