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CityFibre and Exascale: Who Provides Your Broadband?
CityFibre and your broadband provider do different jobs. CityFibre operates the access network that brings fibre to a property. When you buy an Exascale package over that network, Exascale is your internet service provider and your point of contact for the service. Understanding that distinction helps when ordering, asking about a bill or reporting a problem.
If you want prices or an availability check, go to the Exascale CityFibre broadband page. This article explains responsibilities rather than comparing packages.
What CityFibre does
CityFibre builds and operates fibre access infrastructure. Its network and installation teams, including appointed contractors, carry out the physical work needed to connect premises and maintain that infrastructure. The connection inside your property includes an optical network terminal, or ONT.
A CityFibre-branded installation or ONT does not mean CityFibre manages your retail broadband account. The package is ordered through a participating provider.
What Exascale does as your provider
Exascale sells and manages your broadband service. Contact Exascale about an order, package, bill, activation question or service problem. The provider can check the account and connection, help narrow down the issue and coordinate with the access network where necessary.
The access network is one part of the service. The provider’s network, router arrangements, support and contract terms also affect the overall experience. This is why two providers using the same infrastructure can offer different packages.
Who should you contact if broadband stops working?
Start with Exascale if Exascale supplies your broadband. Make a note of when the problem started, whether it affects every device, the ONT and router lights, and whether a wired connection works. Those details help distinguish an access-line issue from a router or Wi-Fi problem.
Do not disconnect fibre connectors or try to move the ONT. If an engineer visit is required, your provider can explain the next steps. CityFibre’s own slow connection guidance also directs customers to their internet service provider.
Who handles orders and installation questions?
Place the broadband order with the provider and use the order communications for appointment details. Depending on the stage of the installation, you may also receive messages from the network or its installation team. If a date or instruction is unclear, ask your provider before changing arrangements.
Moving from a different access network may require new physical equipment. Our Openreach-to-CityFibre switching guide explains what to prepare.
Does every provider offer the same service?
No. Compare the exact speeds, contract, router options and support included by each provider. Availability and product choice can vary, even where the physical access network is the same. For a network-level comparison, see CityFibre vs Openreach.
Where to find the partnership announcement
For the original company news, read the Exascale and CityFibre partnership announcement. For today’s residential options, use the current CityFibre packages and availability page.