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Your questions answered

We are building full fibre networks across the UK, and we want to make sure that we can keep you informed of everything we are doing in your area. See below for a list of frequently asked questions or leave us some feedback using our enquiry menu.

 

Building Gigabit Cities

The first towns and cities in our roll-out have been announced and you can find them here: cityfibre.com/network/. If yours isn’t on the list then don‘t fear, there will be many more to come! We are selecting cities where CityFibre has or is building fibre networks. If you’d like to stay up to date with the latest news from CityFibre, visit cityfibre.com/news.

We will let you know before we start construction in your area. Our street team will knock on each door in the street to give an overview of the project, and we send a reminder letter before construction begins with information on how to get in touch with us should you need to.

CityFibre, in partnership with Vodafone, are bringing gigabit-speed internet connectivity to the doorstep of every home and business in our selected cities through the expansion of our state-of-the-art fibre network. In order to connect your street, we need to undertake some construction work to install our fibre cabling. This may include digging or installing the network on telegraph poles. The construction work only takes a few days outside each home, and we do everything we can to manage the disruption and keep everyone informed.

There are a number of reasons why you may have seen us in your street. It could be our team surveying the streets before build, or in some cases our street team are out a way ahead of our construction team. You will receive a letter before the build starts which will confirm the timings for your street, so please look out for this.

The time it takes us to install the network in each area varies dependent upon the size of the area, the construction technique and any complications with installation. While we may be in your area for a few weeks, we are usually complete outside each home within a couple of days. We will be in touch before we start any construction in your area.

Occasionally we have issues in reaching some properties which means we need to find an alternative solution to connect them. If this is the case, we aim to return to connect your property in due course.

We are not able to give timelines for every area of the city at once as our build plans are market sensitive and subject to change. We are currently taking steps to increase the amount of information we are able to provide residents about our build plans within a city. Rest assured you will be communicated to prior to any construction work outside your home.

We use a range of construction methods depending on the existing infrastructure in the area, including traditional narrow trenching and use of telegraph poles.

We are sorry to hear that. Please get in touch with our issue resolution team who will look into this for you. You can do this here.

If our construction team are working outside your property and you need to get in or out, then just simply ask a member of the team on site.

During construction, we may need to undertake some excavation work on the road or the pavement. Where we do this, we will reinstate it as close to the original surface as possible by relaying existing paving slabs or covering with new tarmac, which will blend into the existing pavement over time.

After construction, there may be some debris on the ground, particularly if the weather is poor. However our team will return and perform an area-wide clean once we’re finished, usually no more than 4 weeks after we complete construction.

Yes, all cabinet locations have been approved by the local authority. If you have any queries regarding the location of our cabinets, please contact the local authority.

Full Fibre and getting connected

For information on connecting your home, please contact Vodafone, who are offering a range of Vodafone Gigafast Full Fibre Broadband services. You can find out more and register on their website: vodafone.co.uk/gigafast

With a full fibre broadband connection into your home, you’ll experience seamless streaming, downloading and gaming, even at peak times. You’ll be able to fully embrace the new “smart home” generation and home working will become effortless with instant and reliable access to the cloud. Even outside your home our full fibre networks will be digitally transforming your city – connecting schools, businesses and health and public services and enabling vastly improved mobile services. It will make your city more innovative, more productive and give a digital boost to the economy.

If you’d like more information, visit our Gigabit Cities page.

Most broadband services marketed as ‘fibre broadband’ only use fibre cables to the cabinet in your street, and then the last stretch of the network from the cabinet into your home uses slow copper cable, which significantly reduces the speeds. Full fibre networks use the fastest fibre-optic cables for the entire connection into your home. With no ageing copper in the network, you’ll receive reliable broadband services capable of Gigabit-speeds (1,000 Mbps).

Vodafone is offering a range of Vodafone Gigafast Full Fibre Broadband services to residents in our full fibre cities. For all information regarding connecting your home, please register your interest with Vodafone: vodafone.co.uk/Gigafast

If you register your interest with Vodafone, they will keep you up to date once services are going live in your area, and what products will be available. If you have not registered with Vodafone yet, you can do so at: vodafone.co.uk/gigafast

For any questions around products and pricing, please contact Vodafone, who are offering a range of Vodafone Gigafast Full Fibre Broadband services. You can find out more and register interest on their website: vodafone.co.uk/gigafast

Vodafone is CityFibre’s strategic launch partner for home broadband services for the duration of the network build in each city. After this, other internet service providers will join network. For all information regarding connecting your home, visit: vodafone.co.uk/gigafast

As a wholesale, open-access network builder, CityFibre do not sell services directly to customers. For any questions around products and pricing, please contact Vodafone, who are offering a range of Vodafone Gigafast Full Fibre Broadband services. You can find out more and register on their website: vodafone.co.uk/gigafast

Business services are available from a variety of suppliers via our wholesale division, Entanet. You can register interest and one of our local business providers will get in touch to understand your requirement.

For any questions around products and pricing, please contact Vodafone, who are offering a range of Vodafone Gigafast Full Fibre Broadband services to homes and businesses. You can find out more and register on their website: vodafone.co.uk/gigafast

Still have questions?

If your question is not answered above, please use our enquiry menu to contact us regarding your specific issue, and we will get back to you in due course.

Enquire

Contact us

CityFibre Holdings Limited
Registered in England at:
15 Bedford Street
London
WC2E 9HE

Company number: 07488363
VAT No.: 170394117

Call us on
0800 083 6160

For service incidents,
please call 0800 298 6267

If you have any complaints regarding construction, 
please email complaints@cityfibre.com, or call the number listed on the boardings in your area.

 

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