Our service


Delivering services so quick and reliable that you take them for granted doesn't happen by accident.

It’s a continuous journey we’re on with our partners that demands vision, dedication, tools and technology, but most importantly, people who care. ​

​We look beyond our own industry to the examples of companies that deliver the services we can’t live without and we ask: How can we make every interaction with us feel effortless? How can we put an end to people waiting in queues? And, if ever something goes wrong, how can we ensure it’s handled honestly, efficiently and compassionately?​

People set our standard

Our team works tirelessly to predict issues and find solutions before they impact our customers. And when we’re talking to partners or their customers we never hide behind systems, processes or excuses, we only promise if we can deliver, or say we know if we truly do.

If the road is tough or the news isn't great, we share the facts, explain the reasons, then give it our best to get it all back on track. Afterwards, behind the scenes, we evaluate what happened and why, and work to to make it better for the future.

Accountability counts

We’re fine tuning our intelligent diagnostics and interfaces and introducing service tools and AI driven chat bots to efficiently handle the everyday. But even the smartest technology needs a human heart.

If an issue arises, a reputation is on the line, or a tricky question needs answering, it’s the swift intervention and accountability of a living, thinking person that makes the difference between meeting and surpassing expectations. ​

Our people make change happen

Acknowledging what could be better is the first step to improving service for the future. We encourage everyone in our team do this, to never stand still and to see every issue as an opportunity to learn.​

​If ever things don’t go to plan, we share the facts, explain the reasons, then give it our all to get it back on track. We don't hide behind systems, processes or excuses. And we never make promises we know we can’t keep, or say we know unless we do.

Standing up for better and never ​settling, sets us apart

Our service stories

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Making broadband fault frustration a thing of the past

Our modern built systems and diagnostics are enabling us to trial a ground-breaking approach to faults.

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A new era for customer service

"We're using advanced AI technology to power effortless customer journeys" - Elsa Chen, Chief Customer Officer, CityFibre.

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Industry-leading work on customer experience

CityFibre's focus on customers' 'moments of truth' is raising standards across the industry.

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Personalising the journey to full fibre

We work closely with our ISPs to make sure that switching to our full fibre network is easy.

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Honest service by people who care