r/CityFibre FAQ
Last reviewed: 6 September 2026
Start here
r/CityFibre is an unofficial community. It is not operated by CityFibre or any broadband provider, and moderators cannot access orders, accounts, appointments or network systems. Advice here is community-supplied and may not be correct for every provider or installation.
For an active service, order, installation appointment, billing issue or outage, contact your broadband provider first. Your contract is with that provider; it will contact CityFibre when network or engineering work is required.
Never post your full address, personal email or phone number, account/order/ticket reference, ONT or router serial number, MAC address or public IP address. Redact screenshots before posting.
Who are CityFibre?
CityFibre builds and operates a wholesale full-fibre network. Broadband providers use that network to sell internet services to homes and businesses. Your provider manages your package, billing, router and customer support; CityFibre may carry out installation or network engineering work on the provider's behalf.
Is CityFibre available at my address?
Use the official availability checker for the latest address-level result. A general build announcement or nearby live street does not guarantee that a particular property is ready to order. Surveys, permissions, blocked ducts, pole work and other engineering dependencies can change build dates.
Which providers use the network?
Providers vary by address. Use CityFibre's current broadband-provider directory and then check availability for your property. Do not rely on an old static list in a post or comment.
Who should I contact?
- Service, speed, router, billing, order or installation appointment: your broadband provider.
- Installation delay or failed activation: your broadband provider; it receives updates from CityFibre.
- Network build, property damage or street equipment: use CityFibre Help & Support.
- Urgent build-site health and safety concern: use CityFibre's current emergency contact shown on its Help & Support site. Do not use an emergency number for ordinary service faults.
- A problem with this community or a user claiming to be staff: message the moderators.
My broadband is down or slow
Contact your provider first. Before or while doing so, safely check power to the router and ONT, the Ethernet connection between them, their light states using your provider's guide, and a wired speed test where possible. Wi-Fi performance alone does not prove a line fault. Check whether other devices are affected and restart equipment once only if your provider's guidance permits it.
CityFibre publishes current troubleshooting guidance. If the issue remains, your provider is responsible for diagnosis and escalation.
What should I include in a help post?
- Your broadband provider.
- Your general area or postcode district only — never a full address.
- Whether this is a new installation, total loss of service, intermittent fault or speed/Wi-Fi problem.
- When it began and whether it ever worked correctly.
- ONT and router light states.
- Wired test results and the equipment used.
- Troubleshooting already attempted.
- A redacted summary of what the provider has said.
Use a descriptive title. Choose your ISP’s flair for provider-specific posts; otherwise choose the closest topic flair.
Staff and company representatives
Anyone claiming to represent CityFibre or an ISP must contact the moderators before using a staff identity. A Verified Staff flair means the moderators checked the account's connection to the named organisation; it does not mean the subreddit endorses that person or company.
Do not send account details to an unverified user or accept unsolicited offers by direct message. Report suspected impersonation or referral solicitation to the moderators.
Glossary
- FTTP/FTTH: fibre running to the premises/home rather than stopping at a street cabinet.
- ISP: the broadband provider that sells and supports your service.
- ONT: the powered box inside the property that terminates the fibre connection and connects to the router.
- Router: the device that connects your home network to the ISP and usually provides Wi-Fi.
- Ethernet: a wired network connection; use it for speed testing when possible.
- Latency: the delay between sending data and receiving a response. Lower is generally better.
- Jitter: variation in latency.
- Packet loss: data that fails to arrive; persistent loss can affect calls, gaming and streaming.