CityFibre Anmeldelser 24.695

First, they didn't do their pre-install survey properly. Meaning that on the day of the install, they discovered that the infrastructure was not ready and needed another 21 days to investigate and fix before connecting the fibre fully.

In the meantime, they drilled the hole and installed the ONT, the brown box outside etc. However, everything seemed to be really dirty. I had to wipe it all down afterwards. The brown box was covered in dust, and the plastic cover that goes over the hole in the wall looks like its been used before. They tried to nail this to the wall, but the nails cracked the plastic, so it was completely useless. So now, I have a dirty and cracked piece of plastic on the exterior wall. As for the brown box, it wasn't attached flushed to the wall. Granted, the wall is not even, they could have at least tried to make it look better. As a result, one screw is not fully screwed in and looked completely out of place. They also cracked the masonry in the exterior wall. So, in summary, I am not happy at all. And if I call them to come back to fix it, they will make it worse by pulling all the stuff out. The irony is that, due to Sky's incompetence, I could have had openreach which is already in my property.

I have always resisted installing fibre due to the incompetence of companies and people like this, not taking care of other people's properties.

They came on time. Took less than the time stipulated. Very cordial and professional. Helped me with my grocery shopping upstairs. Had my babies with me, so the offered to help. Thank you so much.

Professional and friendly installation process. Could not be happier with City Fibre. If you're thinking of getting full fibre broadband don't think twice just get it.

The work men was very professional with there job and I love the service

Installation excellent but switch over comms need improvement

City Fibre identified a blockage in a PIA duct to our property on 20 February. They have sent out 4 engineers since then to look at installing fibre only to find they cannot due to blockage. We have been advised that the infrastructure partners have arranged to do work to sort next week but we notice that the road will be blocked in the wrong place. City fibre communications both internally and externally is extremely poor. Emails to the Chief Executive and complaints have not been responded to. Some staff members have been helpful and the engineers who have visited have tried to be helpful but have left frustrated.

From online application to physical installation everything was good every step of the way, from both Zen and City Fibre.

-------Update 16/06/2026 -------
Following some more correspondence with City Fibre I can happily say that since the initial review they have been fantastic and resolved my issues and for the first time in 2 years the house is silent.

I would have increased my review up to 5 stars as I hold no bad feelings towards the company, but the technical difficulties that exist on both ISP and Line Providers sides prevent work being carried out for past members which is deeply frustrating.

Once again, thank you to the City Fibre team for resolving the issue.
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At some point in the past few years, my then ISP upgraded me to FTTP and in doing so ran a massive length of cable to the nearest CityFibre pole. The one immediately outside my house is Open Reach and so couldn't be used by my ISP.

Last year I swapped providers and my new ISP is with Open Reach and so now I have 2 lines to my house.

This wouldn't be an issue, but the CityFibre line during the summer is pulled around by the trees and causes a vibration sound to resonate throughout the house in moderate to heavy winds. I'm worried about damage to the property and so I've been looking to get the line removed.

Here is where the circular spiral of doom starts. I initially contacted City Fibre last year who claimed that my old ISP needed to raise a work order with them to take action. I speak to my ISP but as I am no longer a customer of theirs, they are not able to raise a work order on my behalf - seems feasible. I therefore go back to City Fibre, change my request to "Property Damage" and I get put in contact (after a few weeks) to the engagement team.

The conversation starts off helpfully, I'm asked for pictures of the equipment (which there is none, this was returned to my old ISP) and I provide some photos of the cable etc.

I'm this time told that City Fibre cannot do anything as a request needs to come from my old ISP again.

I reply with

"As I've stated in the initial contact, my previous supplier cannot raise a service order because I am no longer a customer with them meaning they are limited by their systems from being able to do this.

I'm going in circles here because neither side can take any action without the other.

Can you escalate this internally please because both sides clearly have broken processes that mean I am stuck with a disruptive cable connected to my property that no one seems willing to remove. "

to which I'm unhelpfully told
"Unfortunately I am unable to raise this as this would need to be raised by your previous service provider.

I can assure you they have the ability to raise this to us and request the equipment to be removed.

This case is now closed."

So to iterate my point. While I appreciate I am no longer with the previous ISP, I have a cable connected to my home which I can only assumed is owned by City Fibre that no one is prepared to do anything about.

Incredibly unhappy with the service.

The engineers was really polite an respectful an explained how there gonna install it

City fibers engineers were polite, respectful of property and cleaned up any mess that was made.
They did a great job and explained everything to me before proceeding with the installation.

Good communication from the start to the finish arrived on time efficient and very professional in explaining the situation and set up.

Martin and Brandon turned up to install our new equipment for Broadband. They were very quick tidy and efficient. Excellentp service 😊S 1993165

Sleek and efficient timings no long delays.

Brilliant reliable service, engineers are so helpful and friendly

We got plenty of advance information on who and what was planned and when.
Everything ran exactly to the promised schedule.
The team that came were efficient, friendly, polite and helpful.

CityFibre communicated very well, their engineers punctual, professional and friendly.

Great work nice installation team very good service

0 costumer service. Number doesn't even work! Disconnects you straight away. If you dig deep enough and someone anwser you get told to contact different supplier. Scam!

Myles and Duncan were hugely professional as well as being nice guys. They had to dig up some lock block to get the fibre in but they replace it expertly and left everything extremely tidy. Very satisfactory experience. Reference number S1980349.

I had two rather brilliant guys turn up and sort me right out! I now have fantastic WiFi.

A special shout out to Mick & Harry, Southend branch!