If you’re having an issue with your service, please check that your devices are set up correctly before raising a ticket. You can do this by carrying out the following steps:
If you have carried out the above steps and you are still having an issue with your service, please call us on 0330 333 4114 to raise a ticket with our customer support team here.
We offer additional support for people in difficult or vulnerable circumstances, you can register for extra support if you:
Please let us know by emailing us at priority@fibrehop.com or by calling us on 0330 433 9822.
If your broadband service seems to be running slowly, you can run a speed test to check your connection. Please follow the steps below to ensure you get the most accurate results from your speed test:
Our typical speed experience using the steps above is 700-900Mbps up/down depending on the testing device. It’s important to note that there are a number of factors that can impact your broadband speeds, some which are in our control and others that aren’t. Find out more at fibrehop.com/your-broadband.
If you have carried out the above steps and you believe there is an issue with your service, please call us on 0330 333 4114 to raise a ticket with our customer support team here.
There are a number of factors which can impact the speeds you're able to get over your Fibrehop connection, some of which are in our control and others which aren’t. Find out more
You can email us at team@fibrehop.com and we will get back to you between the hours of 8am-6pm Monday to Friday.
You can contact the faults team on 0330 333 4114. They are available 24/7 to identify what may be the issue and book the appropriate engineer support, or a router replacement. Engineer support is available from 8am to 6pm Monday to Friday, except where 24/7 engineer support is provided as part of an enhanced business service.
For speed issues or other intermittent experience problems, our customer service team will contact you during the hours of 8am - 6pm Monday to Friday. Our out-of-hours service is available to ensure you can raise tickets for our attention as soon as possible.
Please have your Fibrehop username ready when you make the call as we’re unable to log a fault without this information.
We have a number of local IT specialists who are on hand to help you diagnose issues that are outside of the service that we provide. If your CityFibre service is live and your Fibrehop service and router is working correctly, you can use the experience of our Fibrehoppers to find the cause of the problem that you are experiencing.
Fibrehoppers will be able to test for WiFi interference and look at device problems as well as suggest options including cabling and additional equipment requirements. In the event that they find a problem with our service that we have not been able to detect remotely, they will charge us for their visit and not you.
In the event that you damage your fibre cable, please don’t worry, we'll do our best to get you back up and running as soon as possible. Please call our 24/7 faults team on 0330 333 4114 and they will arrange a CityFibre engineer to visit to repair your connection. The usual cost to fix your connection is £90+VAT, however if the engineer is unable to fix the cable during your appointment and needs a follow up visit, there may be an additional charge.
Please note that CityFibre support is available from 8am-6pm Monday to Friday. We'll book your engineer to visit in the next available slot, but this can be 2-3 working days later. So if you rely on your internet connection to work from home, you may want to arrange alternative internet access for this period.
