It’s supposed to be one of the fastest broadband providers in the UK, offering ‘full fibre’ connections to over a million London households.
But Community Fibre suffered a huge six-hour outage on Monday, leaving thousands of customers without internet.
According to Down Detector, the problems started at around 11:30 GMT Monday and affected users across the UK.
Of those who reported problems to Down Detector, 77 per cent had issues with internet and 1 per cent the website, while 22 per cent are suffering a ‘total blackout’.
Community Fibre is yet to reveal the cause of the outage, which caused internet to randomly go off across homes and businesses.
Customers took to social media to complain, with one X user calling it ‘frustrating’, while someone else called it ‘a joke’.
At just after 17:30 GMT Monday, Community Fibre said the outage had finally been fixed.
A spokesperson told MailOnline: ‘The outage that affected many customers today has now been resolved. We apologise to all the customers that suffered a loss of service this afternoon.’
It’s one of the biggest broadband providers in the UK. But Community Fibre went down on Monday, leaving thousands of customers without internet (file photo)
According to Down Detector, the problems started on Monday at around 11:30 GMT, and affected users across the UK
One X user said: ‘Would be useful @CommunityFibre letting your customers know if there is a major outage.
‘Reset router three times in last half hour thinking it is me.’
The user continued: ‘One look on X and it turns out it’s the same for everyone. Needs sorting (as does their communications, their phone is down too).’
Someone else simply said: ‘How about you kindly restore our internet services?’
Other customers were frustrated that the provider was slow to acknowledge the outage on its X account, with one saying ‘if you have an outage, publish it’.
Someone replied: ‘frustrating if you work from home. restarted my routers a 100x.’
Yet another posted: ‘How hard is it to post a message “sorry internet down, fixing asap” rather than having to play detective or try to call you.’
More than 10,100 issues were logged on Down Detector, which gets network status updates from social media and reports submitted to its website.
Broadband outages can be caused by a number of issues, including network congestion and equipment failure, although Community Fibre is yet to reveal specifics
The Community Fibre outage cuased internet to randomly go off across homes and businesses
Users flocked to social media to see if other Community Fibre customers were having the same issues
In a statement to MailOnline at about 13:30, a Community Fibre spokesperson said: ‘We are aware that some of our customers are experiencing network outages this afternoon.
‘Our specialist network delivery team are looking into this with the highest priority, and we expect to see these network issues resolved shortly.’
Just after 15:00 the spokesperson added: ‘We are now seeing lots but not all of the customers that were offline back up and running.
‘We will continue to work hard to restore service to all our customers as soon as possible.’
It’s unclear what the cause of the outage is; MailOnline has contacted Community Fibre for more information.
On X, the official Community Fibre account (@CommunityFibre) has been directing people to a service status page.
The page reads: ‘Some customers may be experiencing disruption to their service.
‘Our engineers are aware of this issue and working on a solution as their top priority.
‘We apologise for any inconvenience caused and appreciate your patience.’
On X, a staff member called Anna apologized and said the provider is ‘working on a fix as a top priority’.
In a statement to MailOnline, a Community Fibre spokesperson acknowledged the issue and said it is working on a fix
Customers were frustrated that the provider was slow to post an official statement on its X (Twitter) account, with one saying ‘if you have an outage, publish it’
‘What a joke’: On X, the official Community Fibre account (@CommunityFibre) has been directing people to a service status page
To find out if they’re affected by an outage, customers have been asked to log into My Account via the service status page.
Here, they’re apparently able to get the latest updates – although some users weren’t happy with the lack of information.
One tweeted: ‘Not @CommunityFibre reacting to the outage by routing users to a page that doesn’t have any info, and where half the content is asking them to use the My Account feature.’
‘Nothing about known affected areas or timestamped status updates. What a joke.’
Community Fibre provides a full fibre network to around 1.3 million homes and 185,000 businesses across London.
Full fibre broadband, also known as fibre-to-the-premises, connects your broadband using lightning-fast fibre optic cables directly to your home.
Made from glass and as thin as a strand of hair, the fibres use pulses of light to transmit data fast, giving you a faster internet connection.
Community Fibre touts the fastest wired download and upload speeds – up to 3 Gbps (3,000 megabits of data every second).
This makes it fast and efficient for everyday browsing and more data-intensive tasks, like streaming high-definition content.
