Help and FAQs

Email support@cyberfibre.uk or call 0191 543 3564. Tell us your order reference and what is happening, and we will investigate.

Installation, any equipment and your first month are paid when you order: by Instant Bank Pay, by debit or credit card, or by Direct Debit a few days later if you prefer. Monthly Direct Debits start after your connection is live, on the date you chose. For a leased line, nothing is paid when you order: we collect the installation and first month by Direct Debit after the site survey.

Home customers can cancel within 14 days, starting the day after they sign. After that, if you leave during your minimum term, the early termination charge is the monthly charges left in the minimum term, less 10%. After the minimum term you can leave at any time with 30 days’ notice, with nothing more to pay. Our price guide explains more.

Any yearly rise is a fixed amount in pounds and pence, shown in your order summary and applied each April.

Tell us. Our agreements state a minimum speed, which is not guaranteed. If your speed is significantly and persistently below that minimum speed on a device plugged into the router by cable, and we cannot bring it up to the minimum within 30 days of you telling us, you can end the broadband, and any phone line with it, without an early termination charge by telling us within the following 30 days.

See our complaints code. We acknowledge complaints within 2 working days and aim to resolve most within 10 working days. If we have not resolved your complaint within six weeks, or we send you a deadlock letter sooner, home and small business customers can use the free CISAS scheme.