Reporting an issue

Before you raise a fault

Firstly, check our status page to see whether we have a network outage or any planned maintenance.

If there is an outage, we'll update our status page to keep you informed of engineer progress. Rest assured we'll be working 24/7 on a resolution. During the daytime, our support team will also keep you up to date via SMS. After 9pm, please continue to refer to the status page for updates. To avoid disturbing customers, we won't send SMS messages during the night.

Secondly, try giving your system a re-boot

Most issues can be solved with a quick re-boot, so we recommend doing this before raising a fault with us. You can do this by carrying out the following steps:

  • Power off your CityFibre modem
    Please power off the CityFibre modem (the wall box inside your property) at the wall socket.
  • Power off your Fibrehop router
    Please power off the CityFibre modem (the wall box inside your property) at the wall socket.
  • Power on your CityFibre modem
    After 30 seconds, switch your CityFibre modem back on at the wall socket.
  • Check that the modem and router are connected correctly
    Check that the white cable with yellow tips is connected with one end plugged into the red port on your Fibrehop router and the other end plugged in to the CityFibre modem.
  • Power on your Fibrehop router  
    Press the power button on your router to turn it back on. You will see lights on both the CityFibre modem and your Fibrehop router come back on. Wait for 2-3 minutes for this to complete and for a service to be established.

Raising a fault

If you have carried out the above steps and you are still having an issue with your service, please call our 24/7 faults team on 0330 333 4114 to raise a ticket with our faults team. Please have your Fibrehop username ready when you make the call as we’re unable to log a fault without this information.

If there's a fault with your service and it is not due to a major network outage, it means that there’s either an issue with your CityFibre connection or a problem with your router. Our faults team will be able to identify the cause of your problem and raise a ticket for it to be resolved as soon as possible.

If there’s an issue with your CityFibre connection, we’ll be able to see the problem on our customer portal straight away. In this case, we’ll need to book out a CityFibre engineer to visit your property. CityFibre’s engineer booking system is available from 8am to 6pm Monday to Friday and an engineer will be booked at the earliest opportunity.

If there’s a problem with your router, we’ll arrange a replacement router which will be sent to you in the post. We’ll share the tracking information with you once it has been posted, which is usually the next working day.

Support for other broadband experience issues

If there isn’t an issue with your CityFibre connection and your router isn't faulty but you’re still having issues with your broadband, then it’s likely that this is due to WiFi interference from other technology in your home or the size and layout of your property. You can find useful information, hints and tips about Wifi here.

If you need help with Wifi or device issues, then we can introduce you to one of our IT expert partners, known as Fibrehoppers. Fibrehoppers charge £65 for a home visit where they will run tests to identify the cause(s) of your issue and recommend solutions to help you make the most of your Fibrehop service and smart home technology.

Of course, if our Fibrehopper does come across an issue that is due to the CityFibre network or your Fibrehop router, we will cover the cost of their visit.

Frequently asked questions

I’m having trouble with my internet speeds.

Firstly, you can run an accurate speed test for your service using the instructions 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

How do we contact you if we have any non-urgent issues?

You can email us at and we will get back to you between the hours of 8am-6pm Monday to Friday.

How can I get extra support with my home set up?

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.

What happens if I damage my fibre connection?

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.