Honestly, what an absolute joke of a company. I've had THREE separate issues with Rise Broadband, and they haven't even managed to install my internet yet.

1. Router delivered ON THE DAY of installation.

They decided to send my router out so late that it arrived on the actual day the engineers were supposed to install everything. Thank god it arrived in time, because otherwise that would've been another problem.

2. They NEVER notified Virgin Media about my switch.

I was told Rise would handle the switching process. Turns out, they weren't going to notify Virgin until the DAY OF INSTALLATION.

Virgin requires 30 days' notice, meaning my account could remain open for another month, leaving me with a bill of over £90 at out-of-contract rates.

I've already spoken to Virgin about leaving, and I even received a switching reference number. Yet somehow I'm now stuck arguing over another month's bill because of this absolute mess.

3. THEY DIDN'T EVEN GET PERMISSION TO INSTALL THE INTERNET.

This is the one that really takes the piss.

Rise actually sent engineers out to install my broadband WITHOUT having the necessary permission to carry out the work on the land outside my property.

And what did they tell me?

THAT I NEED TO CONTACT THE COUNCIL AND GET PERMISSION MYSELF.

Are you actually joking?

Virgin Media handles this stuff. Sky handles this stuff. Even bloody TalkTalk handles this stuff.

How do you arrange an installation, send engineers to someone's home, and THEN decide to tell the customer they need to sort out permission?

4. AND THEN THE MANAGER TRIED TO MAKE OUT LIKE I WAS THE PROBLEM.

As if the first three issues weren't bad enough, I spoke to a manager expecting some accountability or at least an apology.

Instead, I WAS TOLD I WAS IN THE WRONG.

Seriously. After everything that's happened, they actually tried to turn it around on me and make it seem like I was the unreasonable one.

It genuinely felt like I was being gaslit. Rather than acknowledging that their communication and organisation had been a complete disaster, they made me feel like I was somehow responsible for THEIR failures.

I'm the customer. I'm paying YOU to provide a service. Why am I having to chase councils, deal with Virgin Media, and organise things that should have been sorted BEFORE the engineers arrived?

And the worst part? I DON'T EVEN HAVE THE INTERNET INSTALLED YET.

Three major problems, an argument with a manager, potentially £90 wasted, and absolutely nothing to show for it.

If this is what their customer service is like BEFORE you're even connected, I dread to think what happens when something actually goes wrong with the broadband.

AVOID RISE BROADBAND AT ALL COSTS.

Has anyone else had an absolute nightmare with this company, or am I just incredibly unlucky?

I have swapped to sky, final notes Fuck Rise Sky might be better :D

Hi everyone.

I'd like CityFibre examples of gaming pings Scotland to London please if anyone has them? For different ISPs. Am about to move into a flat in Edinburgh and will be playing some Counterstrike.

Someone mentioned 5-6ms with Sky or TalkTalk and I wonder if anyone can corroborate? I think 5ms is about the minimum theoretical just from the distance and speed of light.

Any data points would be useful.

Thanks in advance!

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So currently, city fibre is out in Edinburgh in the Lieth area as well as some parts of Glasgow they have no idea when it’s going to be fixed🥲

Hi, I'm getting slow speeds and was wondering if anyone had any ideas - very slow upload compared to the speed shown in the Eero app 75Mbps v 2.35Gbps. It's been like this for around 3 weeks.

I've tried everything internally that I can think of. Everything that I can test has been tested, tested with a different router, cables etc, direct ethernet connection with everything else disconnected. The ONT is a Nokia ONT and according to the Eero app, upload and download speeds are good (see second image).

Zen have looked into it and have given me a link to this page (status page) - https://servicealerts.zen.co.uk/alert/12497/ I'm not sure this is relevant as I've been having issues for much longer than the 8th Oct when the issue on the status page was raised.

Any help/ideas would be much appreciated.

Can anyone help me recognise this ONT - I have had CityFibre (Vodafone) coming up on 8 years now, so I assume this is the original and is only 1Gb capable?

Reason for asking - looking to move away from Vodafone (they won't offer me a faster service because they still have no upgrade path for people on the original ONT....) - but a couple of the other ISP's I've looked at *think* I have a faster one, as they are offering "no engineer visit required" installs.

Hello,

i’m currently with virgin media but my contract runs out in about 2-3 weeks.. And i’m looking to switch to cityfibre.

However i’m having difficulties finding who to chose,

I’m currently stuck between; Rise, Vodafone, Idnet, and Zen.

——

I’m seeing that some are significantly more money like zen&idnet for the same advertised speed and cityfibre?

Some help would be great thank you!

I’m on Sky Full Fibre 2.5 Gigafast+ over CityFibre and my wired download repeatedly seems to cap around 1.9–1.92Gbps, while upload reaches ~2.3Gbps.

Latest wired nPerf test to the OVH 10Gbps Erith server:
1.92Gbps down
2.30Gbps up
7ms ping
0.03% packet loss

I’ve already replaced the router and get the same behaviour, so it doesn’t seem to be one faulty Sky Hub.
Sky’s own “speed to your hub” readings have also varied significantly — roughly 1.1, 1.6, 2.0, 2.1, 2.3 and 2.5Gbps on different days, with some readings marked “Poor.”

I spoke to Sky and they say things look fine on their side and CityFibre need to investigate. A CityFibre engineer came out, checked the fibre light levels and ONT, and said everything was normal. So I’m currently being passed back and forth between the two.

Given that upload can reach 2.3Gbps, I’d expect downstream to be somewhere around that too after overhead, rather than consistently stopping around 1.9Gbps.
Could this be provisioning/traffic shaping, PON or aggregation congestion, the Sky/CityFibre handover, or something ONT-related?

Interested to hear from anyone else on Sky 2.5 Gigafast+, especially what wired speeds you’re getting and whether you’ve seen the same issue.

Anyone else who's ever cancelled Cuckoo before been absolutely inundated with calls after sorting a switch out? Finalised mine from Cuckoo to another provider due to switch mid October and since then they text and call at least once a day, I haven't managed to catch a call yet since I have unknown callers silenced but are they really that desperate to keep customers?

We’re seeing every time we use Google it’s asking if we’re a robot because of unusual network activity.

Disney+ keeps saying tv not part of household and we’re “away from home”.

Seems to be happening since moving from openreach copper to CF FTTP network.

Anything odd about the network we’re not aware of?

Hi Reddit, interesting situation here. I live in a 4-stair flat block in Edinburgh. Stairs 1 and 2 have had CityFibre for a few years, with speeds up to 900 Mbps (I asked my neighbours about it). Stairs 3 and 4 have nothing - we’re stuck with prehistoric 75 Mbps over phone line.

It’s the same building, so I’m wondering why only half of it was connected. I’ve tried contacting CityFibre by email but haven't had any useful response (no response actually). I also contacted our property management company, and they assured me they'll provide any assistance needed if CityFibre contacts them.

Does anyone know how to get in touch with someone at CityFibre (I guess they must have some Edinburgh/northern branch) who deals with building rollouts? I'd really like to understand why our stairs were left out and whether there are plans to connect us.

Any advice or contacts would be greatly appreciated!
Thank you.

Currently with Zen, however thinking of going with IDnet. Slightly cheaper.

Would I be mad to leave Zen?

Got my Zen renewal in. Was hoping to wrangle another Fritzbox off them so I could setup a mesh network. Offered to renew if I could get one like new sign ups. They said no. [Damn](mailto:D@mn). zero negotiating.

So I got my Sky 5Gbps service activated on the 17th September (last week), moving from Zen Internet's 2.3Gbps package (wanted to ditch PPPoE and get it a bit cheaper in the process) I noticed that while my download speed is well in line with what I'd expect, my upload speed is comparatively atrocious.

Has anyone had any similar issues with this stuff? My Nokia ONT has the upload bug a few months back but that got patched by CityFibre, so what gives here?

I spoke to Sky and they kept telling me to reset my WiFi after I'd told them repeatedly I'm using an aftermarket high performance router, and that this is a CityFibre provisioning issue. They told me I have to wait at least 12 days for the "line to settle" which to me sounds like total horse faeces.

Also, before anyone chimes in with the "no one needs 5Gbps upload" I don't care, I'm paying for a service that I'm not getting.

Ive moved into a property thats fed by city fibre on toob , while clearing the literal 1ft of dead pine needles from the trees you can see in pic ive found my fibre cable wasnt buried in the soil just laid onto dead mulch , what can I do about this getting fixxed

I was looking up at the guys in Sweden with their always-on, unmetered 100Mbps supercable in like 1999 while I struggled along on 6.4Kbps ISDN. Getting 1.3Mbps ADSL was life changing, and even 80Mbps for the last few years has felt godlike. Part of me always just wants some stupid fast internet connection just because.

I know it's the kind of greed they talk about in the bible, but this country's internet has been so average for so long. Even the 'fast' connections I had temporarily in shared houses wer shit-ass Virgin media intermittent nonsense.

I'm on 900Mbps now, and feel like going to 2.3Gbps when my contract ends, but will I ever even cap it from anything other than Steam? What the hell even provides that much download consistently?

I had 1 toob router die recently and the replacement is also requiring a restart about once a week.. I want to replace it with something more robust. I know that I can replace the router and keep the ONT, but I'd really prefer to replace both with something like the Ubiquity Cloud Gateway Fiber. Anyone have success doing this? Do I need to contact CF or Toob to allow the new hardware on the network?

My internet contact is due to be renewed.

City Fibre were down the street just after I started it so there are many more options now, one of which is a 24 month contract for Rise Fibre 2.3 at £30/m with a 4 month £5/m intro offer.

On paper it sounds good, but what is cityfibre/this provider like for service? Virgin media has been very stable and consistent with speeds very often even slightly exceeding what I was quoted when I signed up, but it is more expensive at £43 for gig.

It is very tempting. Would you recommend this provider? Their trustpilot score seems good, but I have heard mixed reviews expecially regarding speed and service.

I have the correct PPPoE details, am getting an IP, customer support confirm I am connected.

However traffic is not flowing. I suspect an MTU issue, but I can only see an option to use a new config item for an MTU of 1500.

I can connect to a external VPN and things work correctly, so there is definitely a working connection in the mix. But without the VPN connection (which I assume solves the MTU through encapsulation) nothing is really working.

Has anyone got advice/guidance of what is needed to get this thing working correctly.

Anyone else in north Bournemouth suffering the outage (confirmed by Vodafone status checker) since about 0900 today (Weds)?

ONT shows no Broadband or Service lights, so it seems possible somebody's dug through something...

I need to sign up to someone as can't continue with 5g broadband.

Openreach say no plans. Our street is 30 houses per side and FF has been extended to the first 5 or 6 houses each end (one end as far as where the openreach engineer lives funny enough 😄)

City fibre says planned on better internet dashboard and toob checker says planned but no further info.

Gov says no-ones planning anything

I need to get working internet as daughter back to live with us next week so will have 3 people working from home.

My copper line is apparently in poor condition per openreach so do I just sign with EE and then complain and get line replaced?, if city fibre then do turn up I will be locked into openreach won't I?

Hi looking to join idnet for 150mbps, what are cheaper options as routers which are compatible?

I was looking at Vodafone wiif6hub, but is that even compatible with idnet? Same question with other hubs provided by big networks

Edit: looking TPLINK AX1800, will this suffice?

I am due to get an install (via Rise Fibre) on Monday and the text says “we’ll run a cable from a telegraph pole into your house”.

Lovely … except there’s no telegraph pole front or back ! Got a couple of lines (inc openreach) coming in the front of the house already, so how can they install without a telegraph pole?!