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- Typical Satisfaction
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- Typical Service
- Typical Reliability
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Recent customer ratings for Gigaclear
Based on 100196 customer ratings since June 2023February 2018 ()
Satisfaction
1.38 stars
1.57 stars
Customer Service
1.41 stars
1.55 stars
Speed
2.15 stars
2.4 stars
Reliability
1.71 stars
1.82 stars
- Read our Gigaclear buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Gigaclear
213 Customer Reviews over pages
Reviewer
Colin Orr Burns
Location
Oxfordshire
Date
11/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Reviewer
Christine
Location
Derbyshire
Date
09/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for a £17 per month deal only to be told it was going to now cost £75 per month. Don't trust them.
Reviewer
jy
Location
Oxford
Date
08/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible. They sent some one to install but there was an issue. I contacted them 3 days ago to let them no but still no update. I asked them to provide me an email update at the end of the day but they did not. Now my existing provider has cancelled and I have no wifi in the house. We have people who WfH so this is a major issue. They cannot tell me when someone will come to fix the issue.
Reviewer
Geoff Briggs
Location
Boughton
Date
04/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Poor connection. Drops out constantly in evenings. Awful wifi. Customer service is non existent. A one star ranking is high. Not worth the money. Standard broadband is far better than what they provide
Reviewer
Michael Tanner
Location
Bournemouth, UK
Date
04/07/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I cannot speak highly enough of William Devine from Gigaclear Business Sales. When communication with the local business team broke down, we didn't get anywhere for 7 weeks, William stepped in and completely turned things around.
His dedication and "get it done" attitude were instrumental in restoring our faith in Gigaclear. We were on the verge of cancelling a new service order for our client in Castle Cary, but William's perseverance saved the day.
He went above and beyond to ensure everything was resolved smoothly and efficiently. William is a true asset to Gigaclear, and we are incredibly grateful for his exceptional service. Thank you, William!
Reviewer
Clive
Location
Uffculme
Date
18/06/2024
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Can’t comment on the customer service as I’ve never had to call them - internet has been rock solid. Installation went smoothly too, so I may have been lucky. Any downtime is well notified and I’ve not noticed any real problems.
Their supplied Wifi routers are not the best, so I’ve replaced them with my own and it’s lightning fast (currently on 500 mb - but towards the end of the “cheap” introductory offer - as I don’t have much of an option will have to suck up the hike in price).
If the step up wasn’t so big I’d give 5*, as is only 4*. After all the hard work is done, guess we’re stuck with it until some other company is allowed to or wants to put fibre in the village.
Reviewer
Richard
Location
Towcester
Date
18/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Utterly appalling. The Company tell us their sole responsibility is to get it into the house, nothing more. We have boosters, but at very regular intervals, the signal just dies. I now have to do all my zoom calls using 4G on my phone, the signal to the TV dies between 10 and 20 times an evening.
Reviewer
Vincent Wonnacott
Location
Kelvedon
Date
05/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely abysmal company still trying to have service installed after nearly 12 months had one installer last week then another this week saying the first had not done his job properly in the meantime I have no internet and no one bothering to tell me or (it appears) even knowing what is going on!
Reviewer
Adrian Chandlewr
Location
Bourton on the Hill
Date
04/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gigaclear are atrocious. They charge as much as possible for delivering as little as possible.
I have had an ongoing problem for 4 weeks now and have been subjected to shoddy workmanship, no-shows from engineers and endless delays.
To add insult to injury, I've been waiting in all day for an engineer only to discover they've booked the job in for the wrong day. I work from home and rely on my broadband. I am now in the all-too familiar situation of waiting hours for one of their staff to pick up the phone. How are companies like this allowed to exist? I would advise anyone thinking about going over to Gigaclear to steer WELL clear.
Reviewer
Nikko
Location
Gloucestershire
Date
30/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
A very long ans frustrating wait for installation. First team was useless. Weeks later 2nd team was much better and did most of the required work. 2 more visits over another 2 weeks and eventually connected. Very fast and reliable ever since, a year later. Worth being patient for. Don't pay too much attention to the moaning illiterates commenting on Facebook. Empty vessels make the most noise.
Reviewer
Thandi
Location
GL8
Date
28/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful! Waited 4 years to get connected, then after 10 days of slow and intermittent service, we lost all service completely and with absolutely no contact from Gigaclear. I’ve gone through the rigmarole of contacting them 4 times now (totally 2 hrs on hold) to be told by 3 separate people that they will update me - they haven’t! I’m told that under their contract they have 90 days to resolve the issue which explains their complete lack of urgency to do so. Customer care is non existent and they are full of empty promises. Makes my blood boil to think that this joke of a company are subsidised by us, the tax payer. Eventually I raised a formal complaint only to be told that they ‘can’t’ provide a time frame by which the complaint will be looked into. Today I was told by a gigaclear call handler that ‘if it’s a network issue’ my complaint won’t be looked into at all. When I asked who’s responsible for the network he replied ‘I don’t know’. When I asked who my complaint is with, he replied ‘gigaclear’ - sadly this kind of buckpassing and accountability dodging is only too familiar from private businesses subsided by tax payers… and yet they continue to get away with it. It’s a disgrace!
Reviewer
Carter
Location
Reading
Date
26/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Shocking service - or lack of it. I was promised connection two weeks ago and it still hasn’t happened, and I haven’t had a call back in response to my complaints, and they offered no temporary solution like a dongle or anything. Truly appalling service. Steer well clear.
Reviewer
Caz
Location
Braintree
Date
25/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really disappointed , They promised me so much when I signed up with them once I’ve had the install done they really don’t care. I’ve not got the speed. They said I would get the workmanship was terrible very bodged not happy at all.
Reviewer
NIKI
Location
Buckingham
Date
24/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally dissatisfied
Reviewer
Ben
Location
ABINGDON
Date
22/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for an 18 month contract. Gigaclear failed to turn up on the agreed installation day, with no notice to myself; so a day off wasted and lost earnings. No apologies from Gigaclear, just kept telling me they need to 'get clarity from the seniors' as to why this happened. I promptly cancelled my order there and then and want nothing to do with this shambolic company. When a communications company can't even do basic communication, that's a huge red flag! Feel like I dodged a bullet.
Reviewer
Murray Smith
Location
Ascot
Date
09/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Abysmal installation service. We were required to stay in all day (they refuse to give smaller time slots) and 3 times their installation team have failed to turn up. On the last 2 occasions no warning was given on the day. This has been going on for 4 months. Gigaclear are over stretched and under resourced with negligible customer service and cannot be relied on.
Reviewer
Magdalena
Location
Oxfordshie
Date
08/05/2024
Comments:
The worst company ever. Internet gigaclear should have been connected a month ago, no one arrived to Connect my internet. No response from gigaclear.
Reviewer
Mr C
Location
Banbury
Date
05/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gigaclear's service has been an absolute nightmare. After five miserable months of staggering incompetence and repeated installation failures, I'm beyond enraged. Each pathetic attempt by their team lasted mere minutes before they scurried off, always with the same useless excuse—that yet another team was supposedly needed but never showed up.
Their communications, led by "Customer Operations Executive Officer" Owen Pettis, have been a joke. They've shamelessly lied about supposed neighbor interferences on each visit, a claim utterly baseless as I was there for the botched visits (at least 5 IN TOTAL). Owen’s emails dodged all responsibility, never addressing their continuous blunders or owning up to their failures.
Now, they've had the audacity to declare my property "unserviceable" based on these fabricated stories. Gigaclear has demonstrated a profound failure to meet any basic standards of service, paired with a blatant disregard for truth and accountability.
This isn't just poor service; it's a catastrophic failure on every level. Avoid Gigaclear at all costs if you have any regard for your time and mental peace.
Reviewer
Margaret harker
Location
Essex
Date
03/05/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I was initially wary of changing to gigaclear having read reviews but decided to do as my neighbour was pleased with installation. Given an install date, received a reminder a couple of days before. Installer rang on the day to confirm. Arrived on time, installed exactly where I asked and explained everything. All seems good at the minute, will see how they perform if I have a problem later
Reviewer
david
Location
Gloucester
Date
29/03/2024
Comments:
install team showed up will put router in front room? No router is in attic along side all cat 6 hard connections to each room.we don`t have a ladder do you have one. 2nd team did not show up tw#ts
Reviewer
sheila galvin
Location
herefordshire
Date
26/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
An absolute disgrace of a company. How do you get a company, to which you pay for a service , to fix a phone line when it's not working? The answer is you can't when it's Gigaclear. I'm disabled, have been without a phone which I rely on for 4 days, they keep telling me to re-boot which doesn't work and won't call me back on my mobile which is pay-as-you-go and costing a fortune. I'm distressed and vulnerable and they don't care!
Reviewer
CH
Location
Dorset
Date
23/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Booked two all day appointments. The second after the first no show.
A no show on each occasion. No message from Gigaclear to give a reason or say they weren'tcoming. Sat in all day. Two whole days of my life wasted waiting for these clowns who haven't the decency to inform you. A big sales team but no customer service or commitment.
Avoid
Reviewer
Boris
Location
West Midlands
Date
20/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Can’t rate the broadband as I simply never got an install. Mis sold is the polite way of saying what I’d like to say.
If they can’t supply they should have said so at the start, but instead they made promises and then didn’t deliver, strange as my neighbour has gigaclear and had no issues, but life goes on and I’ve learnt a lesson, I’d advise the first time they fail to install as promised I’d not bother keep trying, just move on.
Reviewer
Daniela
Location
Bishops Stortford
Date
18/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
This appears to be a company that when it works, it’s brilliant but if it does not it terrible. The customer service people make all the right noises and say the right things in a roundabout way to make you believe it’s not them but you. I had to buy a special cable to download the speed I receive from the box. Then switch all TV’s, printers, phone and devices off that may use the internet. And so on, nothing works. I still don’t receive all my emails, can’t connect to server and message not downloaded from the server is the message of the day. Streaming on the TV is patchy and particularly bad with you tube. And they will not fix the problem as they maintain it’s me not them or the router. They made me call the router people as well and check for channels ……. I can’t wait to leave once the contract finishes
Reviewer
A
Location
Zhu
Date
12/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If possible, I would rate zero star for the service. The engineer did not show up on the installation day without any reason, also no notification at all. After I chased the customer service 5 times, they suggested a new installation date on end of April, that's insane. Really disappointed, not recommend this broadband service provider.
Reviewer
Andy
Location
Swallowfield
Date
07/03/2024
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Expensive, unreliable, unreachable support.
Reviewer
Christine
Location
Oxfordshire
Date
06/03/2024
Comments:
We live in a small village .Gigaclear is our only option for full fibre broadband. Have been waiting since last September, have had 4 cancellations , only 2 with prior notice.
Today Gigaclear confirmed the installation, Incontacted them twice this morning to check it would go ahead. By 3pm I ran get and was told it had been cancelled due to Health and Safety issues, but this had been flagged up last October during a supposed site visit.
I have read other reviews and people have had the same problems.
The only choice we have is to pursue this or give up.
After reading the reviews it looks as though giving up is the best option.
Reviewer
Ralph
Location
Dunmow
Date
01/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Been trying to get this installed for the last 6 months and every time the same excuse very bad at keeping customers updated about Installation, so finally after 6 months of the same excuse have decided to cancel the whole deal sorry but I would never recommend this company, also my friends who I told about gigaclear are having the same problems
Reviewer
TJB
Location
Oxfordshire
Date
18/02/2024
Comments:
Beware of this company.
They will charge you full price even if they can't provide the service, and refuse to refund you.
I recently had no internet (due to a fault on their side) for 5 days in a 2 week period. They still expect full payment for the month, which to any reasonable person or company is clearly completely unreasonable.
Their justification is that it was 2 days and 3 days, and they only refund if it's over 3 days, which is convenient for them. Using this logic you could have internet for just 8 days out of 31 and they would still expect full payment.
I was always an advocate of Gigaclear in the past, but am firmly a detractor now I've seen how they treat customers with any issue.
Reviewer
bushman
Location
Milton Keynes
Date
13/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I say speed and reliability is poor - i didnt get that far. I signed up for Fttp one month ago. Aranged a field visit as its an old property. They didnt turn up. Customer ser4vices didnt know why. They never phoned me back. I contacted them a week later. Two days after the visit should have taken place it was cancilled - they didnt know why. They cant give me another one for a month - an install would be a month after that - i cancilled the contract! How much worse could it get!
Reviewer
pauleeles
Location
Hindhead
Date
13/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I ordered Gigackear in May 2023 with an initial installation date of August 8th 2023. Here we are 13th February 2024 with no service. They have cancekked 5 times each time, apart from teh ,ast when they promised the delay is only 8 days. Due tomorrow but when I called yesterday nothing was booked. A complete shower
Reviewer
Sur
Location
Ascot
Date
10/02/2024
Comments:
One of the worst providers. I don't think they are serious service providers. Bunch of scammers and clearly only interested in ,milking money of customers.
Reviewer
Chris Aherne
Location
North Oxon
Date
07/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered the hyperspeed 900 package in July 2023 this was put back three times - fibre to the building was installed end of Jan and the fibre to the modem installed by their contractor early Feb, the engineer said that the fibre is rolled up around the top of the telephone post.. so not connected! and the fibre to the house has been cable tied around the down pipes!! contacted gigaclear but they dont seem bothered so will renew my contract with talktalk next month and they can collect their hardware and make good the works so far. what a waste of their contractors time..
Reviewer
tcm2007
Location
Bruton
Date
07/02/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Had a few issues getting connected, but once installed it is very fast and reliable.
Reviewer
Dan
Location
Milton Keynes
Date
02/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Simply the reviews on here are true.
I've had missed appointment's
Promised call backs. Communication is below poor. They promise you the stars on the phone but fail to deliver.
Somehow I was able to raise this to exec level and have their mobile contact details.
Poor workmanship from untrained subcontractor. They lied about the issue with the diode as to the reason for the delay which is later found out.
Nails sticking out of the wall.
Speed is well below advertised .Also damaged my car in their way out.
Avoid if you can. Less stress and better signal somewhere else.
Reviewer
Jason
Location
Huntingdon
Date
01/02/2024
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The connection to the Internet is regularly broken for days at a time. You report a fault and by the time they respond it might be working again. Their website also lies and pretends that the service is working almost everywhere almost all the time.
Reviewer
steve coling
Location
bristol
Date
24/01/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Outstanding all round
Reviewer
MacB
Location
Oxfordshire
Date
23/01/2024
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Installations was faulty so our drive got dug twice. The guy who then connected the line gave poor instructions, plugged one box in and walked off. We were left for days resetting boxes, trying to make the app work and though customer services was polite they clearly (pun) were used to having multiple lines open and letting people take about an hour of the above go on until some result came or in our case didnt. Ripped off!
Reviewer
Jonathan David
Location
Wilty
Date
17/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stole from me made me wait 10 days to get back which sent me overdrawn, mislead me, failed promises! Promised call backs which didn’t happen! Arranged for jobs to be done at my property but got that wrong and I took day off! I’ve lost earnings because daily calls to them to rectify their incompetence! Ask for a good will gesture to help move on! Insulted me! So now involved trading standards and solicitors and advising people of the company ethos and incompetence, just watching watch dog and going to look into going that route as well. Shame people mistake kindness for weakness! I now want the lot. Extremely more than what I kindly asked for, such a shame good luck gigaclear. Do remember its all in writing and recorded calls
Reviewer
John Larson
Location
Near Daventry
Date
17/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If you have choice, go elsewhere. My original installation date was 14th Nov 2023 and I'm still waiting. I have had 3 engineer visits to carry out the external install but each one has given a different excuse as to why they couldn't do it. The last guy said he wasn't contracted or paid to dig a trench over 20m! They have done one survey and phoned again this morning saying they need to do another survey. I'm not technically a customer yet and I'm very concerned how things will be when I am. Unfortunately, they are the only fibre internet installer available in my area but I'm tempted to just stick with my slower sky broadband.
Reviewer
Jonathan davis
Location
Wiltshire
Date
12/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful company, stole money off me £100 and sent me overdrawn, wouldn’t give it back for 10 days about 20 calls to resolve no calls back or return to emails! And today not in my account, all in writing from them, so trading standards it is! Such a shame! Not about the money now it’s about the disrespect
Reviewer
Cara
Location
Northamptonshire
Date
11/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up with them in Sep 2023. Two missed installations with no reasons given and at short notice. Abysmal customer service in terms of getting issues fixed (the people on the call lines are very good and pleasant but appear to have no authority). Luckily I had not cancelled my current provider (BT) so I cancelled Gigaclear today and will never go near them again. So if you decide to ignore the reviews on here, take my advice and do NOT cancel your existing provider until you are up and running with Gigaclear.
Reviewer
Eckhardt palmer
Location
Chipping norton
Date
31/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Fine when it works but the true test of a company is when things go wrong and how they deal with it.
Here Gigaclear fail miserably. We are now 6 days without internet despite 6 online chats, emails and several calls all they seem to do is kick the can down the road with no communication to the customer.
Our latest correspondence is that the issue will be passed onto the relevant department next week!
That will be 8 days since reporting the fault before they even action on it.
Having read other reviews of this company i doubt very much this issue will be resolved anytime soon.
Unfortunately I recently renewed our contract as we are in a rural area and they appear to be the only company to offer fibre broadband, I can assure you we won’t be renewing with Gigaclear again.
Appalling customer service and shoddy way to treat your customers.
Shame on you Gigaclear!!!
Reviewer
YC
Location
Oxford
Date
26/12/2023
Comments:
WORST INTERNET PROVIDER EVER. IF YOU ARE CONSIDERING SIGNING WITH THEM DO NOT PROCEED.
Gigaclear is on a campaign to be the worst provider ever. Some sort of fundraising scam where they got billions to provide soviet level internet across the country.
I have not had stable internet since November. (it is now Christmas). They will NEVER update you on your case, they will NEVER let you know if any engineer has come ( or has NOT come). They don't give a FU*CK because they know you're held hostage on an 18-month contract and their helpdesk members are told to lie to you and buy time until you give up because that's much cheaper and easier than making an effort to fix your internet. They are not equipped to take on the scale of infrastructure that they are contracted to provide but will cut corners to do it anyway because the government is giving them lucrative incentives.
STAY AWAY FROM THIS SCAM.
FYI took me 7 different attempts to upload this review because my internet is still broken hope Gigaclear gets a crippling class action against them soon. They must have Elizabeth Holmes on the board or something.
Reviewer
Samantha Day
Location
FARINGDON
Date
22/12/2023
Comments:
Avoid at all costs: Gigaclear don't deliver technically or in terms of customer experience. I haven't had any internet at all for over a fortnight now. I've queued on their helpline countless times, had numerous calls and emails, but they simply make promises and don't deliver on them. My advice: Go with another provider and save yourself a world of pain.
Reviewer
ihsan
Location
Bicester
Date
19/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all cost. This is a very non-professional cheating company. After weeks waiting for the install day, and waiting 7 hours, and after calling several times, they told me the engineer did not do pre-install check and needs to be rescheduled. A first class cheating team of useless people trained to lie and apologies. The agents talk rubbish and happy to lie to death. Blaggiing on and on and on. A team of lying cheating filth!
Reviewer
ben
Location
Herefordshire
Date
18/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Entered into a contract with Gigaclear in June 2023, with payments to start after my installation. Eventually received an installation booking for early in August. This was cancelled a few days before installation was due. No details on another date. Eventually got an installation date in November. This was cancelled a few days before. Got an installation date for 17 Dec. This was then cancelled. Told earliest would be 17 Jan 2024. At this point, I cut my losses and cancelled the whole thing. Internet is full of reports from miserable customers who hate Gigaclear! Only upside was that the customer support staff are decent, helpful, honest, and dealt straighforwardly with me. Unfortunately they usually have little to no useful information to provide though. What's the point in waiting till 17 Jan 2024, only to get a service installed that is almost guaranteed not to work as promised? And then wait 3 months to get an engineer to come and fix? No chance. I'm better off staying with TalkTalk on snail-pace fibre to the cabinet. Other reports online suggest this company is VERY hit and miss with their work. I suspect poorly-trained technical staff and rushed work. I also suspect corruption that they got the contract for the rural fibre network.
Reviewer
John
Location
High wycombe
Date
15/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t do it - you will regret being a customer
Reviewer
John Vaudin
Location
Derbyshire
Date
15/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Without doubt the worst company I have ever had the misfortune to deal with. Absolutely dreadful customer support. Like banging your head against a brick wall.
Reviewer
Neil
Location
Aston, Oxfordshire
Date
12/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
We have had NO WiFi nor internet connection for over 2 weeks.
So far 4 failed-to-come-although promised visits by an Engineer and still no internet!
Up to last month we had no complaints; but their handling of this issue (a 100% lack of internet connection) has been farcical!
What do we have to do to get this fixed???!!!
Reviewer
Russ L
Location
Reading
Date
05/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Our business has been connected for approx 1 year now and we have lost the service through damaged cables on several occasions. Unfortunately they direct bury into road verges etc and are therefore very easily damaged by rodents etc...
Absolute shocking customer service when we have lost all connection taking weeks to resolve. If you are a business reliant on the internet (as we are) I would seriously look at alternative options before signing up with Gigaclear.
Reviewer
Joe
Location
Devon
Date
04/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful company. I would go as far as to say they are a scam company. A bunch of scammers. Do NOT go with this broadband provider. They will promise speeds which it will never reach. And the wifi will constantly cut out and lose connection when I’m not that far at all from the router. Then they have these times where they will completely cut the internet due to ‘maintenance’! That is something I cannot deal with as I work from home. This maintenance is pathetic and I’ve never had something like that with other providers. Then there’s the way they keep you in the contract like the bunch of SCAMMERS they are. Your wifi has to not work/not reach the speeds they promised for 28 days until they allow you to end the contract. I simply cannot be without a connection for that long. Awful company. AVOID.
Reviewer
Peter
Location
Tidenham Chase
Date
01/12/2023
Comments:
Signed up for Gigaclear in June. Six months and six cancelled installation appointments later I am still without broadband or any indication of when or if installation will take place. Have chased via phone but no one seems to know anything but they promise to raise the issue on some message board!!!! Have chased via email on numerous occasions but no response. Tried Live chat but the person that I was dealing with cut me off when it became obvious that I wasn't going to be fobbed off with "unanticipated problems" as an excuse. Before we moved to this area in June I had never heard of Gigaclear I only wish that were still the case.
Reviewer
J Chandler
Location
Hindhead
Date
01/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID!!!!Decided to go with Gigiclear as only fibre supplier in rural area in August 2023 told that all pre checks had been done and engineers had been around in September and put cable up to be connected on our installation date on the 28th November. We gave notice to our current supplier. We received emails and text from Gigi clear to the lead up to installation reminding us it was happening. Then at 5pm on the 27th November Gigiclear send us a message to say installation was cancelled due to some pre checks that needed doing. Our current supplier switched us off and we were left with no broadband or phone signal. When calling Gigi clear they said they needed to train engineers and the earlier they can install is end of January 2024 - no compensation or clear reasons for cancellation. We have an email saying all pre checks had been completed back in September. When asked how to complain refused to give me a name, address or email. We now have to find another supplier take out a new contract and wait over 10 days for broadband this is unacceptable- as the only fibre supplier in our area and they are holding people to ransom and should be investigated. We work from home and have no 4G so this has been very disruptive.
Reviewer
Steve M
Location
Northants
Date
28/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I took out a contract back in August and qlmost 4 months later they still had not installed my fibre broadband. I made the mistake of giving notice to my old internet provider and after two installation cancellations, I ended up having no internet at all and lost my telephone number that I had for 26 years. Their communications are dire and emails go unanswered. I am so disappointed because I live rural and was really looking forward to having fibre, but if these treat new customers like this, god only knows what the service would be like once you are with them. Cancelled and wish I had never got involved with Gigaclear who are absolutely useless.
Reviewer
Ann
Location
Aveton Gifford
Date
23/11/2023
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Fast bout not as fast as advertised... If you use their speed checker facility it is not accurate....it adds 70- 100mbs to the speed
Reviewer
Steve T
Location
Winchcombe
Date
22/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
When its working its great, but you'll be without internet for days. T&Cs state 28 consecutive days without internet before you can cancel. Will be leaving as soon as my contract is up as its so unreliable.
Reviewer
Dave
Location
Date
17/11/2023
Comments:
I hope that the broadband is better than the installation work. Mess everywhere and the traffic management is appalling. Swearing at drivers trying to get home
Reviewer
R Emerson
Location
Henley on Thames
Date
14/11/2023
Comments:
It is rare that a service receives so many bottom ratings but in fact they do not do justice to just how appalling this organisation is. A failed connection in September has elicited no communication at all from the company and after seven phone calls where I am always promised a response not a single person has called back. I do not know how the chairman, and CEO and their executive team can hold their heads up and justify their pay.
Reviewer
Jon
Location
Northants
Date
12/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
A complete shambles of a company. Signed up in Feb 2023, no sign of any connection anytime soon ten months later.
Reviewer
Adrian
Location
Northamptonshire
Date
11/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Comments:
They've missed 4 installation appointment dates so far. No calls, no apologies. Nobody turns up, you call them and they offer you another date a month later. Rinse and repeat. Do yourself a favour and look elsewhere for broadband.
Reviewer
Jamie sly
Location
Brackley
Date
10/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gigaclear was installed yesterday, after installation it was apparent that it wasn't working. Contacted customer service twice and nothing has been done and now left without no broadband and internet, which does not help as I work from home. I now have to wait until Monday to see what is going to happen.
Appalling service and considering returning to Sky.
Reviewer
Chris
Location
Oxfordshire
Date
09/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Not impressed so far.
Ordered broadband last week and was told that as the property had been connected before they only had to deactivate the service. I informed them that the external,box was damaged and needed replacing and also relocating nearby. I was told an engineer would be around on Monday. Needless to say no one turned up. Called to find out what was going on only to be told other than my order there was nothing on the system. They would sort it and get back to me. A couple of days later a message on my phone asking if I would like the system to be activated before the engineer called. They seem to have overlooked the fact that the old equipment is damaged. I called again only to find out that nothing has been done, no appointments or bookings made so a week wasted. I now have a date in 2 weeks time for a survey to be done which will come to the conclusion that the external box needs replacing and moving about a meter to one side. After that we can book an installation! No doubt a few more weeks will pass before that is finally carried out. That’s if I don’t cancel the order.
Reviewer
Alexander
Location
Willand
Date
03/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They made the same mistake twice and learned nothing. They promised me a date at the end of Augest and then prospned becuse they got the install type wrong. We rescheduled for november, and five days before the install they call up asking to pospone again.
If they are so incapable of getting an install right for a new customer I hate to think what their customer service is like for an existing customer.
Reviewer
Katerina
Location
Reading
Date
02/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY. WORSE CUSTOMER SERVICE EVER. They charge you over the top to provide zero service. this is what the customer service adviced on the 5th day of calling them when i get 1.6mbps on a 900 package
Agent
An engineer will not be able to help I am afraid, our engineers are not dispatched to a property, unless for installs or if the fibre line is completely offline, I am afraid troubleshooting will have to be done on this I am afraid
I still cannot work from home sufficiently and my broadband is horrible. I will be cancelling my contract
Reviewer
Paer
Location
Reading
Date
01/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have not even got connected yet, and still the service is terrible. Engineers were supposed to come last week, nobody came, nobody informed me, and still now after almost a week, and after several chat messages and promises of getting called back, I have no idea if they are coming to install or not.
Likely to cancel my contract before it's even started if service is this lousy from the start. AVOID.
Reviewer
Helen Turvey
Location
Thaxted
Date
31/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Installed last Thursday (26th October 2023) so I would say we are on day 5 and already our broadband keeps dropping out. Today it has been down more often than not and when it does decide to come back on it disappears again the moment you try to use it for anything.
Customer service is useless. Beyond saying we should reboot and reset the router multiple times they don't seem to know anything. That's if you can get through to them at all, which takes a while. Promised return phone calls did not materialise either.
Cowboys. Avoid. We'll be trying to go back to Vodafone (our provider until now), but Gigaclear have told my husband that we have no cooling off period and will have to buy our way out of the contract!! I can see us complaining to Ofcom and writing to our MP at this rate, and soon.
Useless. Wish we had never signed up with them.
Reviewer
jan vdm
Location
Blockley
Date
31/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Giga gave our Business a presentaion on their broadband. Was asked to sign a letter of intention. What they sent was an 18 month contract. Spoke to the rep and he could not explain and offered no solution. Rather underhand way of doing business in my books
Reviewer
NL
Location
Malvern
Date
26/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Gigaclear are without doubt the worst company I have ever had the misfortune to deal with. Very good at signing people up to contracts. Disgraceful Customer Service. I have raised cases three times on their Customer Portal, only for them to be completely deleted without being resolved. Their engineer drilled through my electricity supply and I had to call out an electrician and pay for the repairs. A month later, Gigaclear still haven't compensated me. I have wasted hours trying to get it sorted. Avoid where possible or live to regret believing their claims about customer service....
Reviewer
Mark Pearson
Location
Northamptonshire
Date
21/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Gigaclear .... Online chat useless .... move to Triage who we can't talk to .... who contact the Network team who we can't contact. All because of the new home telephone service 'Grandstream' box. No telephone service for 10 days, no calls in or out! Poor service, virtually no support or contact! AVOID!
Reviewer
Christopher
Location
CHEPSTOW
Date
20/10/2023
Comments:
SHOCKING CUSTOMER SERVICE
Installation of boxes was fine. However, following the internal installation the technician said "All finished now" It was not, since neither internet nor phone line worked. After a week the internet was mysteriously restored but not the landline phone. I have since contacted Gigaclear endless times by email and hone but to date, after 29 days without a phone line, I have yet to receive any acknowledgement that anything at all is happening. No message to say the fault is logged. No phone call to discuss the fault. Simply a great stone wall of silence. I am on the edge of cancelling my contract and returning to Talk Talk who, at least contacted me. Absolutely hopeless customer service. If any.
Christopher
Reviewer
Michael Sturmey
Location
Gloucestershire
Date
18/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I could score lower than 1 start then I would. Avoid at all costs, this is a terrible company.
Repeated failures by senior management and executives to provide even a basic level of customer service.
• Failure in communications, both internal and external.
• Systemic failures in business processes
• Lack of accountability
• Failure to manage subcontractor teams effectively.
• Failure by senior managers to respond or prioritise clear breaches in agreed customer installation dates.
• Lack of representation of senior managers during office hours
• Failure to deliver on behalf of commitments and grants made by the UK Government to rollout faster broadband across the country.
I suggest that anyone who has had similar experience lodge a formal complaint with OFCOM, write to their local MP in regard to UK Governments obligation to roll out of faster broadband and fibre and continue to post to their own negative experience on social media, so that other potential customers can avoid this incompetent company altogether.
Reviewer
dave
Location
panfield essex
Date
18/10/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
very reliable,no issues HOWEVER
at renewable price went from £17 to £41.50. Phone call (hold for 20 minutes) I was very polite but firm in my point that this was ridiculous and poor business practise (when I signed up I spoke to them about my dears at renewals and was told to call and they would reduce the price close to the offer price- clearly not true and/or process has changed).I got £5.00 off , further complained and went to manager (yeah course you did) and got to £31.50- so still almost double the original price. I dont want to do this , I just want a fair renewal price that is the same for everyone
Reviewer
Jay
Location
Braintree
Date
17/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor customer service, installed over a month ago, engineer said there was an issue with connection but it would be resolved. We still have no connection an when we call we are told they will get back to us followed by an email saying to self activate. Whe we tell them again that there is no connection so cannot self activate they go radio silent. I have now asked to cancel my order as no one is interested in getting our issue resolved and will be writing to ofcom.
Reviewer
Nael
Location
Shipston-on-stour
Date
17/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I received an email from Gigaclear stating that an engineer would be visiting our home and that we needed to be present to grant them access. However, the engineer never showed up, and we didn't receive any calls or texts. My wife was at home all day, and she even placed a large notice on the front door, indicating that if she didn't answer, she would be in the garden room, along with her contact number and mine. When I contacted Gigaclear,today they claimed that the engineer had come, but no one had opened the door. This is not true as my wife was home the entire day, and our dog would have alerted her to any visitors at the door. What's most astonishing is that I had called Gigaclear the day before to inquire about the reason for the engineer's visit, and even today, no one could provide an explanation what was the appointment for.
Reviewer
John Eaton
Location
Kintbury
Date
14/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gigaclear dug up our charming village street to lay their cables without prior consultation or support for residents. Blocking in houses, drives and shops, damaging the pavement and all the while creating an inferno of noise. Two weeks on, and their contractors are still blocking the street. Apparently we are stuck with them until the end of January.
Awful Customer Operations Dept. who ignore all requests for information, and all complaints sent to them by email, mail and telephone.
Judging from many of the customer reviews below it sounds like a crap broadband provider anyway.
I certainly won't be using them given their abysmal "customer service".
Reviewer
Stuart
Location
Northampton
Date
09/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
What an appalling company do not touch, despite several text messages days before advising when they are coming they did not show and made no contact. During the day I contacted 3 times each time being told they will be there. At 5:40 they were contacted again and they advised they were not coming and to rebook
Sorry Gigaclear you have lost another customer - sort your selves out
To top it off the customer services at the end said that the connection hadn’t been done from their box so the engineers won’t have been able to do anything at the address
A disgraceful company
Reviewer
Steve
Location
Lydney
Date
06/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fast reliable but renewal prices are outrageous sometimes 300% the price of the initial contract which is broadly the same as other providers. Their renewals 'customer service' team work on an aggressive hard-sell basis. They know they have a monopoly in rural areas, but this is not a nice customer-focused company at all and have a growing awful reputation. Avoid Gigaclear if you can.
Reviewer
Nessy
Location
Buckinghamshire
Date
04/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We signed up with Gigaclear after having 6 months free. In those 6 months we had no issues whatsoever and were happy to sign the contract in May for 18 months. The worse decision we ever made. Since then we have had issues with the Wi-Fi falling out on a daily basis. You phone support but the only thing that actually tell you to do is to reset the router, which has been done practically every day. (Although we did go recently with 2 weeks of uninterrupted Wi-Fi!!!) we made an official complaint when it appears that they are looking at the situation, but not in one email from them so the say what they have done. Today I get an email saying that they “think” (obviously not sure as they have never sent out an engineer) it is the home network that is the problem and this I out of their jurisdiction and there is nothing they can do!! We have not added any new equipment since we started using Gigaclear, so I am unsure how they have come to this conclusion. Obviously they will not release us from the contract and are quit happy for us to pay for a service that they are not supplying. Guess our only option now is to go down the Ombudsman route.
Reviewer
Matthew
Location
Ross on Wye
Date
03/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not be tempted to switch to Gigaclear. Utter crooks. I am paying for 500mbps and getting totally intermittent speeds often only 10 mbps with regular outages. The speed checker on the Linksys App tells me I am getting > 400mbps when all other speed checkes say < 20! Trading standards or Offcom really need to sort these cow boys out.
Installation was a joke, rude contractors who have scuffed the cable in to the verge leaving it very vulnerable to damage.
Avoid!!
Reviewer
Asif Shah
Location
Aston Clinton
Date
02/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Well Gigaclear has had issues since day 1 of install. The service always cuts out and they get you to do continual hard wired speed tests. The speed is not 900mbps but more like 600mbps. Engineers don’t turn up for appointments. Holes get left on n the walls. Customer service hang up on you. The whole system is a mess. They can’t give you an unreliable service and expect you to stay with them. Even their mesh system resets itself all the time. I work from home so having unreliable service really impacts me. I will be taking this further
Reviewer
Luke
Location
Essex
Date
27/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Never showed up for the install. Fed up waiting so cancelling the service.
Reviewer
Dave
Location
OX14
Date
22/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Connection lasted 15 days, just long enough for them to get over the cooling off period. Now 11 days without connection and I’m not convinced they will fix it anytime soon. Have asked to leave penalty free but they want the full 18 months of the contract. Having to look at getting another provider to run alongside them. They’ve expanded too fast and don’t have the engineers to support the service. I guess those at the top are just taking the money while they can. I can see them collapsing with this business model. AVOID THEM
Reviewer
Emma byrne
Location
Buckinghamshire
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous service and the worst customer service I’ve ever known.
Numerous emails and they do not get back to you. I paid to keep my number and it has now gone.
Reviewer
katy
Location
little easton
Date
15/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Installation contractor complete cowboy left open trenches with no safety barriers for days, then they cut though our electricity cable. Fibre still sticking out of ground by our gates and we have to take them to court as they won't pay for a new electricity cable to be reinstalled.
Reviewer
John
Location
Northamptonshire
Date
13/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered in January 23, sales lady promised early installation and possibility of contact negotiation when initial 18 months expired.
No one turned up on the install date and despite MANY phone calls, emails and online chats no new date offered. We have Gigaclear in the village and the access point is 5m from my house. The company communication is the worse I have encountered. I will have to cancel and go back to a "fibre to the cabinet" contract. I have been
paying top price for no contract broadband while waiting for Gigaclear......wasting 8 months!
Reviewer
Max
Location
Cb114gt
Date
05/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Went to sign up , went through all the stages, got to the select an engineer date, nothing for at least 3 months now have to wait hours on hold on the phone just to cancel my account. Not happy
Reviewer
Steve Gillott
Location
Derbyshire
Date
05/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrendous Customer Care – PLEASE stay away!!
In Jan 2023 I had a call from Gigaclear to say that full fibre would be installed in my area in May/June. I said that I was interested.
In February 2023 I contacted them and said that contract with my existing supplier does not expire until February 2024 and I would have to pay a cancellation fee to change. I proposed that they help me pay the cancellation fee and in return I would change supplier. They said that they could do better than that and give me 6 months free full fibre to trial Gigaclear and run it alongside my current broadband. If, after the trial, I was happy, then I’d change supplier. This seemed like a good deal as the trial would expire at around the same time as my current contract. Assuming Gigaclear proved to be successful in the trial I would swap. I agreed and Gigaclear sent me a contract and I was welcomed to the customer portal.
The fibre infrastructure was completed on our street in July and a week or so after I received an email welcoming me and thanking me for the order. A separate email arrived with a link to book an installation date. Before I could use the link I received a call asking me to pick an installation date. A date was set at Friday 11 August. I was told that I needed to keep the whole day free as the installation could be any time between 09.00 and 18.00 but an engineer would call me approx.. 30 minutes before arriving at the property.
Arrangements were put off, furniture was moved for the drilling into walls and we duly stayed home all day on 11 August. NOBODY ARRIVED, NOBODY CALLED TO APOLOGISE!!
I emailed Gigaclear on Monday 14 August and expressed my annoyance. I received a response apologising for the unfortunate event and stating that it was unclear why the installation didn’t happen! I should enter the portal and book another date. I booked another date on 29 August.
Once again, arrangements were put off, furniture was moved for the drilling into walls and we duly stayed home all day on 29 August. Trying to learn from the previous experience I called Gigaclear mid morning to confirm that installation was due on that day – just to make sure. Yes, everything is fine to go ahead I was told. Yes, it would happen. You guessed it...NOBODY ARRIVED, NOBODY CALLED TO APOLOGISE!!
At the time of writing, 7 days after the last scheduled installation date, still nobody has called to explain, apologise or otherwise attempt to keep me as a customer. Really!!? Do they not have any systems that check through the scheduled installations and follow them up? This is a company that would like my business and hopefully tell others about a good experience so that their sales will expand and the company will prosper. Based on this terrible experience, and I can see from others who have reviewed Gigaclear, the company will not be around for too long and people should stay away from them.
To say that their customer service is poor is a vast understatement. They are terrible, disrespectful and rude.
I sent this review to Gigaclear a few days ago hoping that they might react and call me on an urgent basis. NOTHING, THEY REALLY DON'T CARE!!
By the way, this review is a reflection on the company, not on my initial contact with the company. I'm assuming he realised what type of company he was working for and is now long gone.
P.S. I gave 1 star for speed and reliability but never got as far as actually having an installation!!!
Reviewer
DA
Location
PE6
Date
03/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It was great to start with - fast, reliable and reasonably priced. But over the last 12 months the service has become awful. It keeps dropping out, and when it does connect it is showing at 5mps when we're paying for 300! Customer service is a nightmare, doesn't help, called me a liar so I'm switching to Sky now,
Reviewer
Michelle
Location
Essex
Date
01/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awful from installation to customer service.
Customer service is absolutely disgusting it's beyond stressful, complaint department never responded or resolve the matter, full of excuses, speed isn't stable and kept dropping out then, customer service advisor do not listen to anything you tell them, they cannot cancel anything correctly, nor have the ability to correctly update contact information when you given it too them hand full of times.
The installation was absolutely appalling it definitely wasn't professional service.
All in all by far worse company.
Reviewer
Steve
Location
St Briavels
Date
30/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
First visit for installation was back in January.Still not working 8 months later.Very poor communication throughout.Road has been dug up 3 times.Finally gave up and when back to phone line internet.
Reviewer
Valentin
Location
Bicester
Date
30/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely cowboy internet provider.
Avoid to use this company , rather to pay more and to have your connection on at all the time.
Second time in the month the internet is down ;
First took then 8 day to come and to realise is a error in the system that can be fixed easily.
And now again down the internet and booked someone to come and have a look in 6 days.
So basically 14 in the month without internet and the bill came as normal and on top of this they notified the next bill it will be increased with 2£
Absolutely rubbish internet provider with lots of issues that brings you stress time lost and money if you relay on internet for work.
So avoid this as much you can
Reviewer
Steve
Location
Forest of Dean
Date
27/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
They have a monopoly in our area. After the first 18 months their price went up 300%. When you first pressure their sales team are super friendly and helpful, the renewal team are aggressive and generally unfriendly. As soon as they no longer hold a monopoly I'm gone.
Reviewer
Nick
Location
Gloucestershire
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Been nothing but one seemingly continuous problem with Gigaclear from the very outset since installation only 18th July 2023. Problems include
- actual installation under the lawn area circ only 2" - documented and photographed
- Failure to provide a 2nd Node at the time of installation until 6 days later (more than half the house had no internet as very thick walls)
- intermittent internet / speeds
- 1st visit site engineer - found that installation wiring inside house incorrect by original installers
- Notified of Gigaclear price increase WITHIN ONLY 2 WEEKS of installation
- 16/08/23 internet down no service
- 21/08/23 - 3 engineers attend (2 separate vehicles) - found that the fibre optic cable entering the box on the house exterior needed to be replaced as fitted incorrectly
- 22/08/23 another outage - no Gigaclear service again
Technicians only coming on 29th Aug I work from home so terrible situation
Customer service department is just lip service BE WARNED this is a TERRIBLE COMPANY
Reviewer
Nick
Location
Gloucestershire
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Been nothing but one seemingly continuous problem with Gigaclear from the very outset since installation only 18th July 2023. Problems include
- actual installation under the lawn area circ only 2" - documented and photographed
- Failure to provide a 2nd Node at the time of installation until 6 days later (more than half the house had no internet as very thick walls)
- intermittent internet / speeds
- 1st visit site engineer - found that installation wiring inside house incorrect by original installers
- Notified of Gigaclear price increase WITHIN ONLY 2 WEEKS of installation
- 16/08/23 internet down no service
- 21/08/23 - 3 engineers attend (2 separate vehicles) - found that the fibre optic cable entering the box on the house exterior needed to be replaced as fitted incorrectly
- 22/08/23 another outage - no Gigaclear service again
Technicians only coming on 29th Aug I work from home so terrible situation
Customer service department is just lip service BE WARNED this is a TERRIBLE COMPANY
Reviewer
Bruce
Location
Ascot
Date
22/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
The most awful experience. I have not seen any other utility company as ignorant, careless and disappointing than Gigaclear.
Really feel bad I signed up with them
Reviewer
James
Location
Oxfordshire
Date
21/08/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’m surprised by the number of negative reviews.
I switched to Gigaclear a year ago and have been pleased with the service.
We needed new cable laying from the street to our houses on a small cul de sac and this was done quite quickly once permissions, etc were agreed.
I have the faster 600 Mbps package and consistency get 500-620 at the main router and 400+ around the house. There have been no outages recorded. I use the service for regular home working as well as video and hifi audio streaming and gaming usage with many devices connected at once.
Apart from the initial installation I have not needed to contact customer services, and I found the service professional and pretty sound to be honest. I’ve not had to contact them since.
Reviewer
Alex westerman
Location
Oxfordshire
Date
19/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid this company, they basically keep cancelling the installation date without any notice, so you basically have no idea what is going on and when it will actually be installed you could be waiting months or years, appalling service. Do not waste your time with this company just pay for a reliable provider instead
Reviewer
Ricky wheeler
Location
Essex
Date
15/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
AWFUL!! We waited 7 months for installation, when they told us it would be 6 weeks. The installation got booked on my birthday but as we were so deseeoate for WiFi as myself and my partner work from home, we cancelled our plans to be home for the engineers to put the WiFi in, but they never showed up!! And didn’t even tell us they wasn’t going to show. We phone them at 7 pm and then they noticed us when we called them!! So then becasue they just didn’t show up our installation got pushed back another month!! It was finally installed on 16th June (7 months since we purchased!!) but it’s slow, always drops out and our extender has never worked. Today our neighbour had their WiFi fitted by this awful company, they have been fitted into the same box as our WiFi, and ever since our WiFi has been down!! We’ve now been told it can’t be fixed until 3 days!! So again we both work at home and have been lefter with no WiFi. We were promised 12 months free WiFi for the 7 month delay, but the person that promised this has left and there’s no record of him saying this so we’ve been charged for the months we’ve actually had WiFi. Awful customer service, the agents have no idea how to deal with customers, no sense of urgency what so ever!
Reviewer
Ade M
Location
North Somerset
Date
12/08/2023
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
After only one issue in 18 months you would think the service was good, right? Well to be honest the service , less when it went on holiday for 4 days, has been faultless. Now I came to the end of my 18 month contract and it was time to renew. Gigaclear was sold to us on the promise that if we saw an offer we wanted on their site we could change and it would be created as a new contact less the time we used. Well end of contract came and my charge was lifted from £24 to £54. Contacted and arranged the new contract after a fight and the advisor not believing the promise until I told him it was then classed as mis-selling and I could claim back my contract costs he checked and was advised that this was promised by sales people to secure the sale. The change was made but Gigaclear still tried taking £54 which my bank rejected. Needless to say Gigaclear wasted no time in cutting my service. Had to phone again and was promised it would be looked into. Was then told I would have to pay the £5x and they would credit my account with the excess. I reluctantly paid the £54 just to get back online but requested the excess back. They held onto my money until the following months charge went out then refunded me £3! A week later my connection went down again. I’m disabled and it’s my only way of being involved with outside world. On the second day I was promised a call back to advise a time and day or tech engineer to attend. No call or email. So they left me the weekend without any form of communication and my TV runs through broadband connection. They don’t conform to Offcom code of compensation because they know they are awful at customer service. Paid for from the public purse in government subsidy yet won’t conform to the automatic compensation amounts which have been proved a fair reflection for level of disruption caused.
Please whatever you do think long and hard about signing for Gigaclear because when things are working they are great and the network is a godsend however the customer service is quite possibly the worst I’ve known in any sector. There are more excuses than you can think of and I think they work their way through them one by one. Communication is shocking in actual fact it’s non exsistant. It’s no wonder they don’t conform to Offcom rules because they would lose so much money they would be out of business by now. I’m writing to my MP as the money for installing this rural network has been paid for by government eg from you and I and as such they should be made to conform and government should impose these requirements on them. I have a14 day cooling off period for my new contract and if they don’t get their act together and make good an offer of compensation I shall be off and going to BT or Sky.
Reviewer
David Polson
Location
South Petherton
Date
26/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
3.00 stars
Comments:
Experiencing speeds slower than my old FTTC connection. No customer support. Rude employees end chat sessions with you and lie. AVOID Gigaclear.
Reviewer
sonia
Location
Launton
Date
25/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst internet provider EVER. Internet breaks once a week on a regular basis for various reasons. I am spending £40 monthly on BT wifi because I work from home and Gigaclear is failianing regularly.
AVOID GIGACLEAR !!!
Reviewer
Rich
Location
Buckinghamshire
Date
23/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
A simply awful provider. Took some nine months from initial installation date to get service up and running. Their support team are clueless. We have had two total service outages this week. Their engineers don't work on Sundays so we will have been without broadband for 36hrs before they even book someone to take a look. Appalling. I wish we had stuck with dsl.
Reviewer
DAP
Location
South West
Date
23/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disgraceful service, non existent customer service and they use a very dodgy 3rd party installation company called MACK UTILITIES LTD from Bristol who are almost criminal in their practice and rude beyond belief.
Do not be duped by the deceptive cheap advertised prices as they will not deliver if there is anything non standard/straightforward regarding the order, and they WILL leave you hanging on a litany of broken promises for MONTHS!.
Avoid with your life, especially if you reside in the south west of England.
Reviewer
Heath
Location
Blandford Forum
Date
22/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Very poor customer service and experience.
Very very dissapointing and such a let down by Gigaclear.
Complaints go unanswered for weeks (stated 5 day response time!).
Installation of our fibre has remained incomplete for over 3 months now - we've delicate fibre cable coiled all over our front garden above ground awaiting the return of gigaclear to finish the installation.
Cannot cut grass or bushes or continue building works until the installation is completed and cable protected however, according to Gigaclear customer services my systems working so no problem!
Ive emailed and spoken to customer services on countless occasions - even instructed the revoking of direct debit mandate thats not been actioned (Gigaclear are currently debiting my account WITHOUT approval).
Equipment supplied Nodes are faulty and will not connect to the network amd insainley difficult to set up.
Complete dissapointment, with the competitiveness of fibreoptic suppliers choose carefully, im trying to exit my contract due to all the above after four months service to go with a reputable provider.
Reviewer
Tristan
Location
Somerset
Date
12/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Comments:
I signed up with gigerclear over a month ago they said they had technical problems with the engineer so they promised me they were coming out on the 12th of July to fix the problem and they will phone me on the day to make sure I all is okay still no phone call still no engineer phoned up the next day. Couldn’t tell me when engineer was coming. Promise me that they’re phone me back after they talk to the engineer. Still nothing nearly 2 months now and they can’t be bothered to phone you back or help you in anyway cancelling my prescription going somewhere else absolutely crap service and full of liars strongly advise stay away from them
Reviewer
Deirdre
Location
Northamptonshire
Date
07/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
We have been Gigaclear customers for a number of years. When it works, yes, it’s fast, but cross your fingers you don’t ever encounter a fault because if you do, you’ll soon wish you’d gone for a slower speed with an ISP who understands the need for rapid fault-finding and restoration of service in this day and age. To say Gigaclear are appalling at this would be an understatement - a quick search here and on other review sites will reveal plenty of horror stories.
We are currently on our 8th day without broadband service and live in an area with poor mobile coverage. It took a few days after reporting the fault for an engineer to visit our property. He established the problem was at the cabinet which supplies our service and went off to investigate, returning 30 minutes later to tell us the cabinet didn’t exist and Gigaclear’s infrastructure plan is wrong… so he left.
Since then we have been lied to numerous times by agents promising to call back with updates. At one point we were told the issue was with their build team and progressing, only to learn two days later that the build team knew nothing of it until that morning.
Gigaclear do not class weekends as working days. On Tuesday 4th July it wasn’t even possible to speak on the phone with a customer service agent - lines were closed all day for training.
Ignore the usual trash they post online about reaching out and ensuring customers are kept updated with the most accurate information at all times. As I write this (7/7/23) another deadline agreed with customer service for a progress report has been and gone.
Short outages happen and are unfortunate, this is different. We’ve been lied to repeatedly and are nowhere nearer to finding out when our service will be restored. Our jobs are home-based and we have been unable to work for over a week. Enough is enough and we are in the process of taking our complaint beyond Gigaclear.
Reviewer
Pete
Location
South Kilworth, Leicestershire
Date
06/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed up for Gigaclear in May (as soon as the network was ready) and booked install for July after a pre-booked holiday. Few days after ordering chaps from the cabling contractors dropped the fibre from the pole and attached it to the side of my house...
..4 days before installation - phone call from Gigaclear - cancelled no resource.
Re-booked for the following Saturday (which would see me with no broadband for 2 days as had already cancelled my old service - more fool me)
2 days before the new installation date, phone call from Gigaclear - cancelled, we're not doing overtime that day so cant do it.
Lost my temper and told them to sort or order cancelled. Too late to reinstate old service and am running on 4G with poor coverage.
Based on this experience I have no confidence of getting a service at all and can see me cancelling.
Looks like this is very standard for this company - how have they got ANY customers!
Reviewer
Andrew
Location
West Herefordshire
Date
26/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Hi All. I live in West Herefordshire. Gigaclear installed a Broadband network last year around our area and started signing up customers. I waited for a few months and then thought I would give it a try. On the appointed installation day (after an initial scoping visit), I waited and waited. NO one turned up and Gigaclear were never able to explain why. Frustrated with this I cancelled my service without ever receiving a service, hence no rating for that. After a month I saw Squirrel broadband advertised, they use the Gigaclear network. Unfortunately, this means that Gigaclear, or their contractors carry out the installation. Squirrel appear to be good and responsive but today I have waited all day for my installation and guess what, NOTHING has happened. Gigaclear are apparently unable to tell Squirrel why this is. Yes I know it is a 'First World' problem in the great scheme of things. How Gigaclear has any customers I find difficult to understand given their approach to customer service. I am unsure what to do next. Living in a rural area can be lovely but some basic services, and that includes 4G are not great.
Reviewer
Tim Hooper
Location
Berkeley
Date
22/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
when it works it's great but when it doesn't don't expect a speedy resolution as it won't happen. You'll be left chasing to be told your case has been escalated and you're now in a black hole. BEWARE!
Reviewer
Trevor Dolega
Location
Drayton Parslow
Date
20/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Service randomly stops working then starts just as.randomly sometimes a day or two days later very frequently. My wife and I both rely on the service for working from home and we are loosing so much revenue from these outages that I have had to have BT Install a service as a back up for when Gigaclear fails.
Reviewer
Mark
Location
Oxfordshire
Date
18/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Would be nice if it has even been installed. We've had 2 dates for installation first time didn't even turn up said the engineer had cancelled by mistake,but made a fresh date for July but now they are saying that it's not even to our property how didn't they know when the engineer came , but he told us was all good but had to go overhead this company is a shambles stay away and go with swish
Reviewer
Bruce
Location
Ascot
Date
17/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst thing is being lied to by the customer service, when they know they have an outage but they deny it like a fool taking you as an idiot.
Day 2 without any broadband
Reviewer
Chris Wilkinson
Location
Ongar
Date
10/06/2023
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We have the basic package and my son uses it to play his computer which works well. However if we're watching a film or sports on T.V the speed generally isn't quick enough which is really frustrating
Reviewer
Mark
Location
Ashdon, Essex
Date
10/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered back in October 2022. A wide variety of reasons later I'm still without a completed connection. Contractors are clueless and turn up when they feel like it (and frequently not when booked). No idea whether the system would work if the installation ever finishes, so I'm cancelling the order now.
As others have noted, Gigaclear is the monopoly supplier here so I'm guessing I'm going to stick with what I have (landline, which is more than adequate).
Reviewer
Alan Dowsett
Location
Yeovil
Date
09/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They connected broadband cable and internal and external boxes in March.
The Engineer couldn’t get a signal and said there must be a problem with the connection. He said someone would be out that day or the following day to fix it.
Weeks later someone from gigaclear came and said he could not believe the mistakes that had been made.
The cable had been connected to a street terminal that didn’t serve our house. It had also been attached to an electrical pole which isn’t allowed. 4 weeks later After numerals phone calls to customer services and given false promises with no results, I was forced to cancel gigaclear and stay with my current provider before they cut our broadband off.
Now I have asked gigaclear to remove the boxes and they say they must stay attached to the property!
If I remove them myself it will be classed as criminal damage.
So not only have they not provided any broadband but have left me with there useless boxes.
This company is a complete disgrace and I wish I had never had any dealings with them.
Don’t be taken in by there flashy adverts, read the terms and conditions carefully they are cowboys!
Reviewer
Ian
Location
Ascot
Date
04/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
Utterly hopeless.
Install booked in Dec 2022. Engineers looked at house and then went away again saying they needed different gear as the telegraph pole was too tall or something. Could have done that on Streetview without getting my hopes up. Engineer came back in March and fitted external and internal boxes. Boxes still don't work as something somewhere hasn't been plugged in or switched on.
I have increasingly furious chats with some poor person on their chat room, and occasionally I write in and raise a complaint case, but there's very little point.
No-one there seems to realise that they won't start getting paid until they start providing a service, so there must be a bank somewhere wondering whether they will ever see any return on their investment. I hope those bankers start getting somewhere with the pressure they're probably applying, because there's absolutely nothing the (potential) customers seem to be able to do about it.
Reviewer
Rowena Nelson
Location
Manningtree
Date
28/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This is the worst service I have ever experienced. I booked an engineer on the 14th April. No show and no communication. Re-booked for today. No show. When I chatted online I was told the engineer was sick, but I had to contact them to know this.
Reviewer
Liz
Location
Dorset
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Having agreed to change to gigaclear, the cable to the house was installed, then an engineer came to the house and installed what I think is a large black box on my lounge wall which I was not expecting. Then he told me there was a fault somewhere outside my house. I accepted that as he told me it would be sorted within a couple of days. That was 3weeks ago. I’ve called them twice. Was told the 1st time it would take longer than two days and I asked him to find out what was happening and inform me. I phoned again yesterday and he said he would be in touch today. I told him if he didn’t then I want the black box removing and holes in wall repaired and forget gigaclear. I have heard nothing. I shall be on the phone again tomorrow and finding out how I stand legally as they’ve now damaged my walls for nothing. Cowboy company.
Reviewer
ieh
Location
Chepstow
Date
05/04/2023
Ratings
Satisfaction
1.00 stars
Comments:
Just out of interest has anyone got a good review for them if it did not work first time or mended an issue fast? To me they do not seem able to fix anything!
Reviewer
Louis
Location
Kent
Date
04/04/2023
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
When it works, it works really well. I host multiple web servers on my local network, as well as an FTP server to store files. There is significant freedom when it comes to opening ports e.t.c.
The customer service has been satisfactory for me. The people are polite, although their call centre seems to be closed for large durations of time.
In terms of the reliability, this is a different matter. My internet connection regularly cuts off and stops working for extended durations. I've had it cut out for multiple days in a row before without warning, and sometimes these outages don't even show up on their status page.
Overall, the service is unreliable, yet speedy. It's better than what I had before, but I still have complaints about the company.
Reviewer
Hannah
Location
Essex
Date
29/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the worst experience encountered . Been waiting 6 months now for WiFi. They installed a connection in my house , drilled through my walls but couldn't connect. When they installed the points outside the houses they missed a house so my house didn't have a point. Was reassured it was fixed. Still no router boxes sent to me, but I get someone call every day asking to book an install date. ( this was done 6 months ago) . Customer service is a joke. Its uncoordinated chaos, no one internally speaks to anyone, I still have no WiFi, no routers and probably still no connection point outside the house. I do have some ugly drilling through my walls and a box that is completely useless. Absolutely shambolic. I'd avoid with a passion and stick with BT or another WiFi provider. 6 months of stress, endless calls and still nothing.
Reviewer
Robert Kirk
Location
Chastleton
Date
28/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Advised June 2022 problem with broadband. Two engineers eventually arrived on a Sunday morning around September 2022. Advised incorrectly installed and need to be reinstalled. Heard nothing until around December, when received email to advise they would rectify problem. Still nothing - rubbish broadband and would advise to steer away from Gigaclear!
Reviewer
Chris Bazlinton
Location
Farnham Essex
Date
28/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Back in 2016, gigaclear promised us a network in our village in Farnham, Essex. They dug up the roads and laid their cables (in some areas the 'repairs' are beginning to break up). In December 2017 they wrote to us all stating:
"We fully understand the frustration surrounding the delay to your village. Unfortunately, due to factors beyond our control we had to re-evaluate some aspects of the project before continuing the build. However, we are pleased to confirm that all residents will be live on our network by the 30th June 2018."
It's now March 2023. Not one house has been connected.
This is how they treat some of their customers.
Reviewer
Jim
Location
Claydon
Date
21/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this company got told id be installed on 3rd of march, took day of work , no show from giga clear no contact made by giga clear , i contacted them to see why i wasn't installd they had no idea its the 21st of march still had no contact and have on internet. They are the worst
Reviewer
Martin
Location
Martock
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We were supposed to be connected in September 2022. Now 7 months later, still nothing! I’ve been in touch with customer service all the time. All I get is they will contact the build team and get back to me. They have not once ever been in touch. We have this company vouchers for money from the government, yet they are not providing the service they promised.
They are a total bunch of cowboys! They appear to have a monopoly on providing high speed access to rural locations. They need to be taken to task. I’ve written to my local MP to look into this. If they take the money and don’t provide the service. That’s fraud! Avoid these cowboys at all costs!
Reviewer
Simon
Location
Northamptonshire
Date
16/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hopeless! Install date booked, confirmed by email. No engineer attended. Spoke to Gigaclear via chat to find the install had been cancelled. This cancellation was never communicated to me. Gigaclear unable to give a new date. Communication appears to be an issue. Obviously I can't comment on the internet speed and reliability. Not a good start!
Reviewer
David
Location
Wokingham
Date
14/03/2023
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I seem to be one of the very few who's interaction with this company is positive...
I had my Internet installed maybe 9 months ago and have had a seamless Internet service since. £30 a month for 600Mbs for 24 months. The engineer turned up on time, tidied up any mess and everything has worked fine since.
Maybe this is due to me getting in early
Reviewer
Amy
Location
Hertfordshire
Date
13/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
AVOID at all costs! I joined Gigaclear in June 2021 as had no other options in my area at the time. There was a 1 month delay and my installation date kept getting put back. They told me it was due to not being able to locate the box outside our house. The box was clearly there so sent photos on of the box and location, they then came back with more excuses. Since joining them our connection drops every couple of months due to their poor cables that feed our house. There is never any urgency to come and resolve the issue and it’s usually always a week without any connection. They give loads of empty promises! We have now been without wifi for a week and someone was suppose to come today between 8-12 so I took the day off work to ensure I was home. No one turned up, no one contacted me at all. I chased them at 12pm and they said someone will call me back. It was not until 1.30pm that I received a call saying no one would be coming today as one of the engineers are ill and they won’t be back now until Thursday! The customer service at Gigaclear is the worst I have experienced!
Reviewer
Tom
Location
Northanmptonshire
Date
09/03/2023
Comments:
Signed up in November 2022, with the promise that it will be available for installation December 2022. This was pushed back and pushed back over and over.
Early Feb I'm emailed and told I can now book in online! I try to do this and the service doesn't work so I call up, and am told the next available date is 20th March.
A long wait but it's my only option so I get booked in. Except the woman I speak to decides not to actually book me in. A week ago I get another email asking me to use their (not-working) website to book in. I go on the chat, and sure enough the booking wasn't made.
I'm now told the next available date is 12th April. Decided to just cancel as reading the reviews of everyones internet constantly cutting out on top of the endless wait to have the service installed, I've finally had enough.
AVOID
Reviewer
Jack
Location
Weston super mare
Date
03/03/2023
Comments:
Avoid, avoid, avoid.. Well I say avoid, but if can even get them to install your Internet, then you have done better than me, over four months and all I have is a router and hole in the wall where the cable should eventually be,
Reviewer
Mike
Location
Wiltshire
Date
28/02/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Our Gigaclear fiber optic WiFi works ok and appears faster and more reliable than our previous service. The initial package represented an acceptable value for money. When it cane to renew Gigaclear increased the costs by 40%. This new offer was 50% higher than the cost offered to a new customer. Gigaclear customer service were not interested in loyalty, in fact the representative even indicated that was their business model; lure customers in on a good deal and then raise the price at contract renewal. There are limited options in this area but I will not be renewing with Gigaclear again and would not recommend the company to anyone.
Reviewer
Tony
Location
BISHOP'S STORTFORD
Date
28/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Gigaclear have no empathy or concern for peoples safety let alone providing a service,
In November 22 they installed underground fibre to our village and in the process dug up across both our driveways, I was assured by the workman that in a few days someone will return and make good the entrance's as they were left in a very poor state extremely muddy & uneven with no way of walking across safely.
Despite dozens of phone call and emails & providing photos not one person made an effort to call or email back to resolve the dangerous state they left the entrance to my property in. This is despite us informing them my 82 year old mother fell trying to negotiate crossing the mudded entrance and now we have had a more serious injury which i have informed them of . I was promised a senior member of staff would contact me immediately & yes you guess totally ignored again .
So they have left me know choice to go to social media and will be reporting it to our local highways and council.
As a large company and the gravity of the situation i would have expected some care & compassion.
Reviewer
Mrs S M Moore
Location
29 GL7 1RD
Date
27/02/2023
Comments:
The area housing the green box has been dug up twice now, each time leaving a desolate area. This am an electrician came to connect the box ignorant of the fact that it had been DIDCONNECTED (2nd hole) What is wrong with gigaclear? You appear to be useless and hopeless.
Reviewer
Chris
Location
Wiltshire
Date
22/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Extremely poor and I would avoid if you can. Our internet has been continuously down every afternoon for 4 weeks. We've had weekly engineer visits and it is still not fixed. I was told I would get
a 4G dongle after it was down for 10 days but when I chased up and they said we don't have any available as the engineers are using them all and I would be placed on a waiting list. Gigaclear promised compensation but it's just an empty promise. They haven't acted on it. You call and they say a senior manager will contact you but no one does.
Reviewer
Patrick
Location
Kingsland
Date
21/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Failed installation after waiting three years to connect to the village. no response to complaints or any date to try and come and fix it.
Reviewer
Geoff
Location
Wiltshire
Date
13/02/2023
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
When it's working it's great. When it fails, there is no sense of urgency to resume service. Engineers to not turn up for allotted times and customer services are dysfunctional. Phone calls are never returned. Competitors needed!
Reviewer
B Smith
Location
Witney
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Not sure about the speed and reliability of the broadband because we never got that far. All friendly and helpful when I phoned to get the discount deal they offered, but awful after that. Booked a date in Dec22. Given a time the engineer would arrive, so we knew we had time to pop out for a quick lunch. Only just as we've ordered our lunch a good 1.5hours before the appointment they call to say they are on site. I can't leave and they couldn't wait so they went to another site and didn't return. I had to find a way myself to book another day through their portal. Only one available was 2 months later. New date arrived. I checked the portal to make sure I had the right date. Portal said yes and it's an AM appointment before 12:00 and engineer will be in touch will actual time. 12:00 came and gone. 12:52 engineer asks if 13:30 is good. He had been given PM. Concerned this is only a sign of things to come I decided to stay with exiting provider Zen Internet, maybe supposedly a bit slower but super reliable and forthcoming with excellent customers service.
Reviewer
Bryn
Location
Ascot
Date
11/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Went start of Nov22 finally fixed 2 months later.
Terrible customer service.
And now a month after fixing is dead again!!
Still waiting for an acceptable compensation offer.
Beyond bad service where simple basis diagnostic checks just didn’t happen, in my opinion.
Reviewer
ieh
Location
Chepstow
Date
08/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Total waste of time! No service after 3 months and are now saying they would need to replace 50 meters of the conduit they put in to make it work! Stay with who you have if it works for you!
Reviewer
Steve
Location
Woolaston
Date
26/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
An absolute shambles of a business. Multiple failures from the start and 6 MONTHS after ordering broadband is still not active. As a fibre installer myself, the failures are not just service related but network related also. If you have an alternative I would suggest you retain your sanity and take it.
Reviewer
Unhappy Camper
Location
Oxfordshire
Date
20/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Having waited a month for install, once installed, the broadband service lasted for <60 mins before stopping working. I used the live chat function and was told I’d need another engineer visit. As I was transferring my landline, Gigaclear had initiated the process to transfer from BT, which resulted in BT commencing their process for cancelling their phone and broadband service. I asked Gigaclear if they can reverse the BT cancellation but nope, down to me to waste over an hour of my life to resolve.
I’ve used the “live chat” function on multiple days for updates, to be told “it’s with our engineering team”, but no updates. It’s now been a week, no update from Gigaclear when I might get another installation/repair and no proactive communication from them, all on me to get updates. They have now sent me my first bill for service!! It’s ok though, I can claim compensation for lack of service after 3 business days.
Without doubt, the worst service I’ve ever received for anything. I thought BT were bang average, but on this star scale I’d give BT a comparative 5 stars. Woeful, plain woeful.
Reviewer
Ben
Location
Maidenhead
Date
15/12/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Nothing but good things to say. Was a BT customer - got 8meg if I was lucky and very unreliable. As soon as this was available, opted for install and cancelled BT landline.
18 months in 6000 Meg, couple of minor outages, great reliability, speed always as promised.
Issues - none, but ones typically discussed. Customer service - they are a relatively small business, temper expectations. WiFi speed, is always tricky around buildings, many devices have a theoretical / hardware max of 250 Meg, which mine get, with expected speed drop off around the house. I added two nodes and in the worst spot, get 150 meg on tablet. hardwire and of course you get the full speed. (I have a garden office 30M from house and get the full speed there)
I'm just renewing which will mean a price increase - more feedback to follow if this proves panful.
Reviewer
James Bloor
Location
Essex
Date
14/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I wouldnt even give this company 1 star if it let me choose 0. I've never experienced service like it in my life. Ive lost count of the days my wife has waited in for their engineers to turn up and 90% of the time its a no show with no phone call. You call the office and nobody anwers, you email them and 1 in 3 get a reply. Its absolutely disgraceful this has been going on for 3 months now and I still dont have a live connection!! DO NOT WASTE YOUR TIME WITH THIS COMPANY THEY ARE NOTHING BUT A JOKE AND WILL NOT LAST LONG!
Reviewer
D Hammond
Location
Cotswolds
Date
14/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband speed good but customer service poor.
Big increases in price at the end of contract. We gave Gigaclear the required notice to terminate our service & we received acknowledgement from them.
However a month after the end of contract & use of their broadband we are still being charged £54/month. They refuse to stop charging us or respond to our emails even though our broadband service has been terminated.
Reviewer
Gordon
Location
Essex
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Ordered a new installation via the internet & was contacted the next day for an appointment in two weeks time, a week later found a chap with a gigaclear van poking about on the verge in our lane who told me there was a problem as there was a blockage in the cable that needs to be sorted but had been refused a permit to dig, I said our installation is due next week what happens now, he said it would still go ahead, day before it was due I got a voice Mail from gigaclear to say it had been cancelled but gave another date for the following week he spoke so quick with a garbled message that it was hard to understand what he was talking about I think he was trying to blind me with science “ it worked!! anyway I looked on the portal & there was an appointment for the installation for when he said, I phoned the day before to get conformation that the installation would take place just to be told it was cancelled again with the same excuse as before & said it had been referred to Regional office (who ever they are) but couldn’t give me any time frame when it would be sorted!!!, if I hadn’t contacted them I would never had known so have lost a days work leave for nothing, that was two weeks ago & still haven’t heard a thing, all I can say it’s a good job I haven’t cancelled my BT internet service yet, as it stands my BT contract ran out the same day as my installation was surprised to be on so am now on a higher BT service…….think I may have to keep with BT as gigaclear doesn’t seem to be very reliable as with most of the reviews have stated.
Reviewer
Digvijay Singh
Location
Bagshot
Date
11/11/2022
Ratings
Satisfaction
1.00 stars
Comments:
Very bad quality with less than 4 MB download and upload with repeated connection drop.
Using mobile data service from last 3-4 days
Reviewer
N5MOH
Location
Winnersh
Date
07/11/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I love giving a good and positive review when I get a good service.
I just had gigaclear broadband installed at my home.
I went for the 600Mbps package for £26 per month. Most of the time, get more than 600Mbps upload and download.
I used to get 40Mps down/ 7 Mbps from my previous ISP for more than £30 per month.
So far, I am pleased with the service from gigaclear, and I definitely recommend it.
Reviewer
Ian
Location
Gloucestershire
Date
29/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I should be fair and start by saying that for the past year the connection and speed have been great. But for over a month I've been trying to resolve issues with the quality of connection and it's speed. From what I've experienced, it appears nobody at Gigaclear takes ownership of issues and they are never followed up, relying on the customer to constantly contact them. They promise call-back's that never materialise and say they will send confirmation email's that don't arrive. To put it bluntly, it appears that this company couldn't organise a bun fight in a bakery. P.M engineer appointments have arrived at 8:30 AM and A.M appointments have arrived at 7 P.M
with no contact from Gigaclear whatsoever. They obviously think that their customers have nothing better to do than take entire days off work waiting for their staff to arrive. There is no communication between the engineers and the company, and no communication between the company and the customer. It actually transpired that the engineers are not given A.M or P.M appointments for customers, but are simply issued a list of calls for them to organise the order themselves. this was actually confirmed by Gigaclear's customer support department. Why on earth they give customers an A.M / P.M appointment, knowing them to be false is beyond me. I can only advise customers to assume an all-day appointment. Each time you call or live chat (which in my case, commonly gets disconnected mid-conversation due to the failing connection), you have to start the entire back story from the beginning, which is not only a complete waste of time, but also extremely frustrating. The hold time waiting for calls to be answered has risen incredibly recently, no doubt this will be blamed on Covid! I am currently paying for 400Mbps but on conducting speed tests last night (over a month from my initial reporting of the problem) using the Linksys app, which tests the speed at the modem and not the wireless network speed, my connection was between 68 and 87Mbps - although yesterday I was informed that the issue had been resolved. It's proving really difficult and extremely tedious to deal with Gigaclear as you speak to so many different people, all with different 'expert' opinions, none of whom seem to actually have the answer. I was advised by their customer services to claim compensation for the poor connection speeds, which attempted to do yesterday, only to be told that the problem had been fixed within the 3 days required by Gigaclear's service agreement. Somebody has a rather skewed concept of time at Gigaclear. Ironically, I was actually contacted by them last week to enquire if they can lay a fibre across my land, but due to my recent experience of their apparent total lack of organisational skills I'm extremely reluctant to enter into any further business with them. I'm sure l'll receive a gushing cut and pasted response to this review from Gigaclear, thanking me for my honest feedback, but please don't bother..
... just fix my connection. Anyway, to summarise, when it good it's very,
very good and when it's bad it's horrid.
Reviewer
George Carter
Location
Bagshot
Date
28/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up nearly a year ago when I heard they were coming to the area. I waited patiently while they dug up roads in the village.
When my installation date finally came the guys who turned up were very friendly and installed the fibre and equipment into the home. However they were not able to activate it because another team needed to connect something in the road. They assured me that this would happen in the next couple of hours..... it did not.
I contacted gigaclear and they apologised and arranged another appointment for installation a week later. So I waited. They didnt turn up...
After contacting them again they seem to have no idea what is going on or when if ever they will activate my connection? Its been 2 weeks now since they "installed". I have had exactly 0 days of internet provided by them. They dont seem the slightest bit interested in coming back to fix the issue.
Im running out of options other than just cancelling all together!
Reviewer
Steve Bradbury
Location
Castlethorpe Milton Keynes
Date
27/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Do not touch them with a bargepole!!! Got connected up to Gigaclear on 15 September. Some 2 weeks later I had my first fault with total loss of connectivity to the house. After spending a joyous hour re-setiing and turning off I was told an engineer was required. Had to wait 5 days but OK cos I was still in notice period with old supplier. Fixed and decent service provided although half promised speed until 16 October when there was another total loss. Reported and was told an engineer would come out but not when. Phoned next day to find out when and was told that there is a fualt in a box for which they did not have the part and that would be fixed 5 days later. Needless to say 5 days later although they fixed the box I and others still had no connectivity and still do not now. I have been promised an engineer on 1st November some 17 days without any internet )(assuming they think it). Customer service has been apalling and there is no escalation. I will break my contract at the first opportunity
Reviewer
John
Location
Arborfield
Date
27/10/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
Totally unreliable. Comes and goes randomly.
When it’s working, it’s fine, but drops so frequently.
Reviewer
ProfYaffle
Location
Eveshamish
Date
25/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't honestly say what their speed or reliability is - they're still only just laying the fibre here - but I can't imagine using them as their customer support pre-sales is just... shocking. I mean months without a response, despite multiple nudges - and this is for a pre-sales, potential customer.
I hate to think how they'd be post-sales. It's genuinely appalling: if this is what the industry is subsidising for rural areas, they should stop.
Reviewer
Paul West
Location
Charndon, bucks
Date
13/10/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
OK for new customer deals but you'll need their WiFi boosters as their primary hub is crap
Once your contracts ends expect to pay 3× your sign up price.
And as they operate in rural areas their often isn't a simple alternative.
Reviewer
Simon Lee
Location
Ascot
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
My internet went down over a week ago and still no-one has come out to fix it. I had an appointnment booked for today for an engineer to come out and it has now been changed to 29th September. Four times their Customer Operations team told me they would phone me back to let me know if I could get an earlier appointment and not once have they done so. They are shocking and I have cancelled my direct debit after only two months with them!
Reviewer
Spence
Location
Northampton
Date
08/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Had an installation date booked but wasn’t until we rang to customer service to find out why nobody had turned up, that someone from Gigaclear had been in our area 2 weeks prior and there is a fault in the area. We cancelled our current provider on that day, so of course we now have no internet and unable to work & no confirmed date arranged.
The customer service when we eventually got through (30 min wait) was pretty poor to say the least.
This is probably my 2nd ever review on a company, that’s how poor this experience has been.
Reviewer
DiggyGun
Location
North Bucks
Date
25/08/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Gigaclear had laid the network in our village. Decided to go with them as soon as the BT contract expired.
Chose the 200 mbs package with an extra node. The day of the installation came, two technicians turned up and we were up and running in around 20 minutes.
To date, it has been very reliable. I’ve added two extra nodes around the house and all the nodes have been hard wired.
Only had two outages, which were cable strikes by a third party somewhere and immediately got a text from Gigaclear advising this and regular updates until fixed.
Speed wise, we are getting around 210 mbs hard wired to the nodes, but also, around 200 mbs on Wi-Fi around the house.
Have contacted Customer Services by raising a ticket and they have always been prompt in responding.
Overall, very happy with a their services and speed.
Reviewer
John
Location
Wiltshire
Date
04/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Do not use this provider. Support is appalling and the speed is slower than advertised. Our connection has never been as fast as they claim and after a few months it failed totally. We have been waiting three weeks for a repair so far and they have changed the repair date three times without warning. We now have another date in a weeks time but I have little faith they will turn up. They keep taking our monthly direct debit though. I am cancelling the contract if the repair date changes again.
Reviewer
Jason hayden
Location
Braintree
Date
01/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Warning to everyone in Great Notley & Braintree!!!
Please don’t use Gigaclear for broadband.
Worst customer service I have ever experienced
Total inability to communicate with customer or internally, which is ironic for a communication company.
I have been waiting since 25/5 to get connected.
Reviewer
Chris in Devon
Location
Cullompton
Date
07/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
How could a company compete for prime installation in my area, and then run the show like a cowboy outfit. I was told several weeks ago my service would go live, but they sent an engineer 2.5 hours away from me to carry out the install only to be told they needed specific permission from the property owner to make a few little holes to route the cable into my flat? Now several weeks on, I am still in limbo with some guy calling me from a mobile phone seeming to understand perhaps a little bit more than the call centre but even he has gone cold turkey on me! I am not impressed and a lot of hype, major roadworks impacting locals and for what???
Reviewer
Andrew
Location
Essex
Date
12/05/2022
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
The service has only been available for a short while, locally. I have to say, the' sales and installation have been fine so far.
The installers were not 'over qualified', I'm afraid. The inside guy was confused about installing the 'land line simulator'; he was new to it and had never seen my ordinary (emergency) handset which I suggested he should use to test the system. There was a delay in connecting the phone gizmo but the internet connection was there and the speed is what I'm paying for.
I have read a few "avoid" comments but what can one do to 'avoid' when there is only one supplier?
Reviewer
Martin Powell
Location
Hillesley
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Comments:
Installed yesterday but couldn’t get it working so someone else sent out today to so say fix the problem. Disappeared for two hours after telling me that he would be back “ in a minute”. Rang customer service to ask what was happening and was told via a script how to reset the router??? Told them that I shouldn’t have to do anything as it was the responsibility of the “ engineer “.
He reappeared eventually and got it working but moaned because I chased it up which resulted in me escorting him off the property.
I would not recommend Gigaclear for their customer service. Time will tell if their fibre is better than their employees.
Reviewer
Neill Stephen
Location
Burchetts Green
Date
22/04/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Have been waiting 7 months from first appointment for a fault fix, dozens of phone calls and emails, dismissed with platitudes and still given no functioning service or date to fix it. It seems the field team ate a law to themselves and customer service have no ability to make anything happen with them. All adds up to abysmal customer service.
Reviewer
Taverner
Location
Gloucestershire
Date
13/03/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
We have had Gigaclear since it was available in our village and have the opportunity to cancel after July this year which we will be doing. My wife plays Bridge online at a high level but the regular drop and reconnection means her game position is lost affecting her league position. I was attracted by the introductory offer and the 300mps (you never achieve this max 120mps via supplied router and we have 3 nodes) my wife says she never had issue with Plusnet at average 30-45mps and why did I change. Roll on July. Customer service is rubbish.
Reviewer
Sally
Location
Bradden
Date
28/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I was the first instal in this postcode and I waited about 9 months for them to sort out issues. First saying there was a break further back down the line and then eventually rewiring the modem. So there obviously was no problem.Consequently I had to set it up myself. I paid for a contract for 300Mb but only recently tested it to find I struggle to get 200 Mb. I spoke to them when the contract was up for renewal but they told me their contracts are for speeds of either 200 or 400. I would have to pay more for the 400 (which I probably can't get). If I opt for 200 I will have to send back one of my Velop wifi extenders.Of course I could have cancelled and re-subscribed as a new customer for about half the price (I thought we'd stopped all that)but I would be without broadband while I waited for re-connection.
I'm pretty stuck as there are no other providers of superfast broadband in my village.
Not a great experience
Reviewer
Greg
Location
Potterspury
Date
25/02/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Be very wary about the Gigaclear service, connection to the property speeds are as advertised, but nothing else, and Customer Service is adequate, and be aware that your 14 day consumer rights only apply if your installation is within 14 days of the order, not 14 days of the installation!!
I was the first install in my area, and the physical activity was completed with no issues and the team involved were very good, but the work wasn’t completed, as they didn’t have the correct kit to be able to draw the cable to my property as the initial install was performed to the wrong cabinet. This was resolved within a couple of hours, but i had to chase them to activate the service, which took a further 2 days!
As a fairly switched on IT professional, the installation of the Linksys Router and Wi-Fi node was reasonably straightforward, but this may not be the case for everybody and they don’t really cover the installation of the kit.
The Router is consistently connected to the outside world at more than the 600Mb that i am paying for, but unless you are cable connected to your Router, you aren’t going to get anywhere near that speed (and as the Router only has one port beyond that needed for the Modem connection, you will need to buy a 1GbE switch to connect anything else you can that is close to the Router, more unaccounted for expense basically). If i stand by the Router and Speedtest.net from various devices over Wi-Fi, the best ive achieved is 230Mb, and testing different devices one after the other from the same location gives wildly differing speeds, even the same device tested a number of times gives no common speed.
The main issue here i believe is the Linksys equipment they provide, its not great, and i would say that its only adequate.
I use powerline plugs to extend my ‘wired’ network capability, and again speeds are highly variable, but this clearly depends upon the quality and age of your power network in your property.
The upside is that its cheaper, during the offer period, than any other provider in my area (BT infrastructure, so not much competition), and if you are close enough to the router you get decent speeds, but not consistently, and the speeds are generally twice what i got from BT, so its acceptable.
Not sure how good it will look after the initial 18 month contract when the price will more than double, im hoping that a ‘im going to cancel as it costs too much’ will elicit a better deal when the time comes.
Reviewer
Anon
Location
Southwest
Date
01/02/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Abysmal service and even worse customer support. AVOID!!!
Reviewer
Disgruntled
Location
Bristol
Date
27/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speed does not come close to what was purchased. Get multiple connection drops of 30+ seconds EVERY day. Try to contact customer services and get spoken down to by an idiot who is incapable of basic trouble shooting and instead clutches at straws to fob you off by explaining how it's your equipment at fault (It's not, I've been a network engineer for over 25 years... The tool literally didn't actually ask any questions about what was happening, just asked things like "What type of phone do you have? Oh, Android is it, yeah there's a really obscure fault with those that means it's not our network").
Reviewer
George Roberts
Location
Fairford
Date
08/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up for 900mb in October. Installation was good, team were efficient and polite. The actual service is atrocious, on average we get around 10mb when it works, which is rare. Raised a fault, no update for two weeks. Locked in for 18 months, but have already started to look for an alternative to this falsely advertised rubbish
Reviewer
Stephen west
Location
Broxbourne
Date
18/11/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve had Gigaclear 300mbs for a couple of months and it is exactly what it says. Excellent speed and reliability.
Reviewer
Nirob
Location
Portsmouth
Date
15/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No customer service , contact me £22 but I paid 8 months £25 , they can give you 100% fix contact , totally want stole money from customer .
Reviewer
Niir
Location
Portsmouth
Date
15/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Totally bad company , don’t join with talk talk , bill increase midterm , if you leave should to pay break contact ,bad broadband
Reviewer
Simon
Location
Chipping Norton
Date
18/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I've seen the promised 300Mbps using the BT Wholesale Speedcheck tool on about 3 occaisions. Other occaisions it's been really consistently below 100Mbps and often below 20. Service desk are extremely unhelpful, simply trotting out the same mantra "we only garauntee 300Mbps on a hard wire to our router" In the last week it's been so bad I've been dropped out of conference calls (without video) on three occaisions
This morning I have barely 10Mbps wifi standing right next to their router.
DON'T BUY
Utterly disappointing
Reviewer
Paul
Location
Leighton Buzzard
Date
15/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service, they'll keep you waiting and make you chase them for any sort of update.
Reviewer
R
Location
Long Hanborough, Oxfordshire
Date
09/08/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I have been with Gigaclear for 4 weeks now. The first three weeks are fine. Noticiblly faster than my old 40Mbps DSL broadband. On 1st August, there was an general fault in Oxfordshire, my boardband was down until 5th August. Fist engineers came checked the fibre box, internet was back for 10mins, once he left we had another two days no internet. On 8th August, connections is back but very unstanble and very slow, especially for uploading. Next eingeer's visit is booked on 10th.
Costum service refused to transfer me to a supervisor and told me a supervisor's call back will take 3-4 days. Not impressed at all.
Reviewer
Oxford Arms
Location
Kirtlington
Date
10/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
AVOID Gigaclear! Slow or no -existing internet. Horrible customer service. The fourth day without internet and no answer from them. AVOID!!!!
Reviewer
James Duggins
Location
Essendine, Stamford
Date
11/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Recently moved to an area supplied by Gigaclear. All set up fine and wired speeds to router are superb.
However, try getting in contact with them and you get nothing. Emailed them once to ask about extra wireless nodes - no response. Second email to say how rubbish the router and wireless mesh is - no response.
And the Linksys Velop is rubbish. Constant drop outs and buffering when it’s supposed to serve the whole house flawlessly. Recently spent the money on Netgear Orbi and it works so much better.
So, if you never need to contact them, you’ll be happy. If you do, be prepared for a hugely frustrating experience.
Reviewer
E Krohn
Location
CIRENCESTER
Date
24/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service experience, no communication within the company, after a weeks spent on the phone with them and an engineer visit we're actually worse off than before I called them. Months later, after we are told well get an upgrade due to all of the issues, no such upgrade materializes but they still set up a monthly charge for an extra router? I'm sorry for one or two helpful people I spoke to on many many calls but I'd stay away from Gigaclear!
Reviewer
Mr C
Location
Gloucestershire
Date
21/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Terrible customer service. Very hard to contact. Make false promises. Untrustworthy. Offer new customer more favourable rates than loyal existing customers
Reviewer
Gwen
Location
Abingdon
Date
22/01/2021
Comments:
I was a new customer in October. Connection has been abysmal - constantly dropping in and out, frequently unable to use the internet. When we complained they advised buying an additional node, which we did. This has made virtually no difference. Very dissatisfied.
Reviewer
Richard Moore
Location
Wellington
Date
13/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Appalling, no response to requests, lost communications and data, one person doesn't know what the others are doing. I am surprised they are still in business
Reviewer
Jonathan
Location
South Northamptonshire
Date
05/01/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We've had 2 outages in a year and a half, always recieving a text within minutes explaining the issues. Gigabit speed is consistent all the time and ping times are low, wireless speed around 350Mbps on their included Velop router which fills our large house fine. Static IP available too.
Reviewer
Hamish
Location
Woodstock
Date
14/12/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I have been a customer for two years and I am really delighted. Very fast speeds with only the occasional dropouts. But the point that really distinguishes them is that our service was cut off when a workman at our home accidentally severed the fibre optic line. They came out and fixed in within 4 hours.....I'm still astonished. Thank you.
Reviewer
Griff
Location
Axminster
Date
11/11/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been a rural customer for two years after horrendous service from Bt via landline. Super fast broadband is almost unheard of in many rural areas and I cannot thank them enough. Just upgraded to their new router and the help from their service centre was excellent especially for a 70+ computer idiot. Ok there are times when there is outage but they always inform and at such times there is always 4g .
Reviewer
Andy
Location
South Northants
Date
20/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service provided by this company is appalling. I have registered my interest in receiving a service but got no reply (as had been promised). After speaking to an operative I was put on hold whilst something was checked and after 30 mins on hold I gave up. An email has not been answered. Maybe Gigaclear doesn’t want to provide me with a service, but now I don’t want them to given that if there was a problem I would have no confidence that they would address it efficiently (or at all). So it is BT instead.
Reviewer
Andre
Location
Essex
Date
30/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
I signed up with these guys just over a month ago on their biggest package which states I would be getting an average speed of 900mb up and down... 3 days after it went live I was still getting speeds less than their smallest package (150MB) - I was getting 109mb up/down. Now I know that the speeds are not guaranteed to be 900mb being a home broadband service but when I was with Virgin I always got close to the specified speeds. Then the line was down for a day and half due to a damaged fibre cable which they can't be blamed for - but no compensation offered, as with virgin media or BT when there is a significant outage.
Anyway, I raised a support ticket which I explained everything in detail and all the necessary steps take at my end (I've worked in IT for 18 years). A rep from the company replied 2 weeks later - not even having read my initial support request properly and asked if I had tried all the things I had already stated... I replied instantly and have heard nothing for another 2 weeks.
On top of that, the line is grossly unstable and often hangs when watching YouTube or other streaming services. The same services work fine when using my mobile phone's 3G connection...
I've since swapped out all the equipment they supplied (Linksys VELOP) with my own enterprise equipment and the line speed is significantly faster, but still very up and down in terms of speed and stability. As an example back-to-back speed tests will yield between 100mb to 300mb - the results always grossly different even when tests are performed one after another.
As for the customer services - I've read other pre-lockdown pre-covid reviews that also have the same experience of no response. I would not recommend this company at all based on my initial experience. I am really disappointed with the service or lack of..
Reviewer
Richard
Location
Sutton Benger
Date
19/09/2020
Ratings
Customer Service
2.00 stars
Speed
5.00 stars
Comments:
installed for 3 months . Still not working . Customer service inadequate. Multiple outages. Despite advising of house dimensions inadequate nodes provided . had to buy more. Still not working. Multiple calls and no satisfactory response. Promises of engineers and not appearing. Advise not to sign up.
Reviewer
Jon K
Location
Roydon
Date
11/09/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Without Broadband for 3 days is acceptable
Without Broadband for 24 hours. Big gap between 9am and 4pm when no updates provided. Turns out that their contracts say that 3 days outage is perfectly acceptable and anything less doesn't warrant compensation. That explains why there was no urgency and told resources wouldn't be available to fix outage until lunchtime the following day. Just not good enough.
Reviewer
Dawn
Location
Swallowfield
Date
07/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Signed up for this 27th May its now Sept and we've still not got this working. Never get any response, have to chase for any updates. Been promised 4 dates to get this up and running but they never turn up then have to wait another month for the next supposed available date. No customer service what so ever - TERRIBLE COMPANY..AVOID AT ALL COSTS
Reviewer
Darren
Location
Bristol
Date
01/09/2020
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Comments:
Extremely smooth and efficient install - gigaclear came.to the area less than a month ago and already installed and up and running. Extremely fast (>300mbps)
Reviewer
wayne
Location
mitcheldean
Date
05/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
over 2 weeks now since had install team fit and still have fault and no idea when it going to be fixed. ordered 300mbs line and had fitted. all i got is purple light, told fault and team is fixing, ever time i call in i get excuse. i got billed to as it went blue light for about 10 mins and activated and then went red light. £39 month for no service or connection. id like to give good review and maybe il edit this when or if fixed. tempted to go to ombudsman to have it looked into or cancelled. shame as ISP speed here through bt is slow.
Reviewer
Matt
Location
Oxfordshire
Date
31/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This is an update to a review I left nearly two months ago. Gigaclear finally called to arrange our installation and in fairness, the men turned up on time and did an excellent job in just a few hours.
I purchased the 300Mbs package and my average upload/download is indeed 300Mbs, often more at 320Mbs up and down, which is amazing and very fast indeed. Since the installation, the service has been rock solid. I added another Linksys mesh router (Gigaclear supply two) to cover the entire house and honestly, from a broadband perspective, I'm very happy indeed.
But... there's always got to be a downside. They billed me the cost of the installation and I could either pay it with my first DD in a couple of weeks or pay it now and get it over and done with. I chose to pay it straight away (it was several hundred pounds and I had the money waiting in my account). Of course, they also took the same amount with my DD two weeks later. I ended up having to call my bank to claim it back again.
So the upshot is, the internet service itself appears to be reliable and as fast as advertised. Customer service is still pretty shocking though.
Reviewer
Mark Palmer
Location
Cherington
Date
11/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The customer service of this company is terrible, they are condescending and patronising. I have been without my broadband from them for a month now with just excuses and no action. They hold a monopoly in rural connections and act as though you should be grateful. I Cancelled my contract with them as I can not be without reliable Internet as I need it for work.
Reviewer
David Luce
Location
Near Malvern
Date
26/06/2020
Comments:
No stars whatsoever. Everyone else in our village was connected up months ago. Despite endless calls we are still unconnected. The cable was laid along our lane and there is a gigaclear box on our land by our driveway. (numbers on the box EN124 and B125). We keep getting different stories. The latest is about needing permission to cross neighbour's land, when there is a cable and box by our driveway.Has someone made a mistake that no one wants to own up to? What on earth is going on?
Reviewer
Matt
Location
Oxfordshire
Date
18/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is really very poor and doesn't appear to know what it is doing. We moved to the edge of a village and repeatedly checked the Gigaclear website for our new address which stated "Great News! Your Gigaclear connection is now ready to be activated." Once we moved in and signed up, we were told that actually, no, the connection didn't even exist and we'd have to wait a month for a site survey. The survey was eventually conducted and then we repeatedly had to contact them to get the quote. Our landlord had a few questions about the installation of the fibre and after a month of emailing and phoning them, we are no closer to those questions being answered. Every time we phone them (don't email, you'll never get a response), we are told that the person we had been speaking to is not available and we have to repeat the entire conversation with someone new, who apparently can't bring anything up on their computer about our previous conversations. They then inform us that someone will phone us back later that day. Guess what - they almost never do! So we phone up the next day and repeat the whole process. It appears that they don't actually know what they are doing and just want to fob us off as quickly as possible and make it someone else's problem.
So after three months, we are no closer to getting Gigaclear installed, although from the other reviews on this site, perhaps we have dodged a bullet?! I can't speak about the reliability and speed of the connection, but their customer service is appalling, practically non-existent. What would happen if we had the fibre installed and had a problem? I shudder to think. £50 a month is not cheap and that's after the £650 it would cost to install their fibre... for that, I would expect top-notch support and service and I don't think Gigaclear are capable of providing that.
I'm sure if you moved in to a property that was already Gigaclear-enabled and it was that or nothing, you'd probably be ok (if the alternative was nothing). But if you ever need to contact them about anything, don't say you weren't warned!
Reviewer
John Prosser
Location
Cotswold
Date
11/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The customer services element is shocking. In fact I not sure they know what Customer Service is.
Nobody can help you, you get passed around and around and just told the same story.
Our village recently got fibre installed, over 100 houses can get it, yet 6 houses in the village cant. They ay we have to wait around 2 years for them to test...…. just doesn't make sense
Plus nobody will ever call you back, exploring other options
Reviewer
colwobs
Location
Gloucestershire
Date
08/05/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
What can I add to these reviews.. I have never received the 300Mb as promised for any length of time and have been battling poor customer service and ineptitude for almost a year. I am listing my speeds on twitter (colwobs33) and am doing the WIRED SPEED TO THE NODE and also wireless speed to my laptop with just that using wireless.. If you complain often enough you'll get a free node, complain a bit more and you'll get the network switch you need cos the node only has one ethernet port available for any wired connections, and you need everything possible connected by LAN cables.
Reviewer
Mel Norman
Location
Boarstall
Date
08/03/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Gigaclear are dreadful with customer service useless. Yes there are individuals that are helpful, but most don’t care and just want to fob you off.
We were out for 2 weeks in November and less than 3 months later out for 2 weeks again with no sign of it being fixed as they need to dig up the road - again because the cables haven’t been laid deep enough and are just below the surface. They’ve cut costs to the detriment of providing a reliable service. The offer of compensation is irrelevant, a reliable service is what’s needed! If you have an alternative provider, avoid Gigaclear!
Reviewer
Richard Simpson
Location
Chipping Norton
Date
17/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We had a service engineer come out to inspect our property to install the fibre connection in July 2019. Despite a number of emetic emails saying that they were busy with our enquiry and that they just needed the approval of engineering we have heard nothing more.So 8 months of waiting and chasing and a very poor response. I think that their management team of Delivery Director, Nathan Rundle and Drew Ritchie as chief operating officer needs rebooting. But one should ask their CEO Gareth Williams why they cannot deliver.
Reviewer
Liz
Location
Stroud
Date
28/12/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
I signed up to the 900 mbps package which I received for 1 week. Following an outage my speed is now 1/4 of what is contracted. Calls and emails to resolve this are ignored I am stuck in a never ending loop between customer service and engineering. No one ever returns my calls. Although the connection is better speedwise than plusnet (12mbps) that is not the point, I was sold a service I am contracted to which I am not receiving.
Reviewer
Angelique
Location
Hollingdon
Date
24/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I pay for a business broadband with 24hr call to fix. They cant get an engineer out for 11 days!!
Nothing they can do because they are all on holiday. Fault reported 23rd December so i get they may busy but 23rd/ 24th are working business days, as are 27th,30th and 31st Jan. Not for Gigaclear apparently who let all their engineers have 2 weeks holiday! But their paying customers are told to try and buy a Vodafone WiFi dongle and that should get you get through! Not for business PC users with no WiFi capability it isn't. Oh and they will give a months free subscription and pay any WiFi costs. Really unhelpful, and clearly no business sense at all.
Reviewer
James
Location
Northamptonshire
Date
22/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The speeds are good, when they work, but therein lies the problem. Multiple outages every month, it's like living in Russia in the 1970s, and when the outages occur their customer service is appalling. Expensive, and unreliable, therefore avoid where possible.
Reviewer
Carl
Location
Upleadon
Date
14/10/2019
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Very quick installation - within a week from ordering! WiFi speeds are around 80mbs throughout the house, which is really good. To get the 300mbs will need connecting via Ethernet cable. That is fine, however, because the router is so rubbish, they have installed a Velop Mesh booster to boost wifi, this makes the router just a signal receiver (bridging unit) and you can't use the Ethernet ports as they don't work! Problem is the booster only has one Ethernet port, so will have to buy a multi port Ethernet switch. That is 3 devices that need plugging in because the router is rubbish. Add the additional phone adapter from Vonage, that makes 4 plugged in devices to replace one for 'normal' broadband - so much for progress and efficiency! Can't understand why the Velop Mesh booster doesn't have the same number of Ethernet ports as the router. Or rather why they haven't replaced the router for one that is fit to do the job in the first place!
No problems with the service so far though!
Reviewer
Simon Posford
Location
Newbury
Date
23/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I paid for the top package: 1000Mb/s
I've never got anywhere near that, the fastest speed I got was comparable to BT packages for a third of the price.
But the worst thing about this company is the customer service! Just appalling... You'll be pissed around departments, until nobody answers, you'll never get a call back, and the staff are rude unless they're trying to make a sale. Stick with BT & Virgin Media.
Reviewer
chris moss
Location
Newbury
Date
28/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Probably the most useless broadband company in Britain. I've ordered broadband from them 4 times over the last 18 months and each time they're very happy to get your direct debit details and order. But their ability to deliver is 0 (Zero) . All sorts of excuses, but the worst of all is zero contact from them. The chief exec must be like the fat controller from Thomas the Tank Engine.
Reviewer
David
Location
Reading
Date
26/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Our connection was generally good until a digger from an adjacent building site went through the cable. Despite having a three working day SLA to fix it, it's now a week later and nothing. Every single phone call is met with, "someone will have to call you back" and, unsurprisingly, no call is ever forthcoming. The last email I sent two days ago has not been answered. Customer care is frankly, lamentable.
As I work from home, and in an area with no phone reception, this is deeply damaging. If you're happy with having no connection for a week and more and a customer service team who frankly couldn't care less, I guess they'd be a good choice.
I'm now seeking compensation.
Reviewer
Alex Davison
Location
Kent
Date
24/06/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Comments:
Signed up after finding that there's no other decent broadband connection to my new house. Two weeks later I was still waiting to hear about the install date so called them only to be told that it could be up to 2 months before they can get me connected! Nothing mentioned about this at the point of booking. Now have a choice of signing up to a 12 month contract with another provider at minimal speeds, or using a mobile router.
Reviewer
Liam
Location
Oxford
Date
20/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Absolutely appalling. Avoid at all costs. Customer service non-existent, internet drops repeatedly throughout the day, router provided by company utterly inadequate, denial and obfuscation from gigaclear. Prices expensive, installation company a rip off and install incompetently. Choose anything other if you can - whatever the speed of the alternative, an internet service which actually provides a constant connection is a big step up on this rabble
Reviewer
William PAul Aspinall
Location
Cottingham, Northamptonshire
Date
19/01/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Gigaclear have delivered on all their promises. I am on the 300Mbps package. This speed is delivered consistently when connected to the router via an ethernet cable. The wi-fi signal from the router is less powerful than you get with BT hence the poor reviews seen elsewhere. My stone-built house is challenging for wi-fi and I have therefore installed several wi-fi access points connected to the router by ethernet. I get around 100 Mbps where I have a decent wi-fi signal. I was on BT Infinity 2 and my telecoms/broadband is costing me significantly less than BT for a very much better service now that I have transferred my landline number to Vonage. Customer service has been much, much better than BT: rapid access, helpful advice, and Gigaclear actually deliver what they promise. I had a total failure when the fibre snapped 2 days after installation. Their engineer arrived the next working morning and spliced the fibre. No problems since then.I would thoroughly recommend their service if you have access to it but check their online guides on optimising your wi-fi before taking the plunge.
Reviewer
Carolyn Simmonds
Location
Cote Oxfordshire
Date
29/11/2018
Comments:
Still waiting for connection that was promised for August. Now put back to May. Internet speed is awful in our village. Come on gigaclear live up to your promises
Reviewer
Gordon Reynolds
Location
Twyford
Date
18/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best move ever, they were really fast and tidy when they cabled the village, when the engineers turned up to do the house install I had a time allocated and they rang to say when they were an hour away. The engineers were great and even asked for a hoover to pick up the dust. They put fibre right to the house i expected cable from the road to the house!. I get over 310MBPS consistently. The wireless router works but not great everywhere in the house so I have turned my wireless off and connected a new ASUS but the Gigagclear one works, just not as well.
Reviewer
Philip cook
Location
Leckhampstead
Date
08/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely a total waste of money,don't be taken in by hype around fibre,I'm on a 200 meg plan of which I'm lucky if I get 35mbs,I live in a rural location and was constantly fed up with buffering and picture freeze so I thought I would pay more to receive a package I thought would be enough to stop the buffering and make watching TV pleasurable again,how wrong I was I'm not much better now,don't waste your money on gigaclear go to someone like bt,if you don't take my advice you like me will be throwing money down the drain,this is my honest opinion
Reviewer
Keith Morgan
Location
Milton Keynes
Date
20/02/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Thank you for the opportunity to give you my opinion with regards to your service
When the gentleman came and sold me the service I was told that this was the future
The old system provided by BT would not be able handle the increase in data we would encounter
and I needed to be prepared
I was impressed and taken in and signed up
Well when it was installed it was truly awful hardly any of the devises I had in the house got a signal
and the ones that did it was pretty naff
So I rang customer support to complain
I was told that it was because there was so much data that it couldn't cope
It was explained to me by saying it was like sausage meat going through a funnel so much going in but only a small hole for it to come through
and all I was advised was to buy some WIFI boosters and set them up around the house to improve the signal
So I had to buy extra boosters so that it worked which seems very strange to me considering I was told this was the best thing since sliced bread
I have installed 2 boosters but its still not that great and am thinking I might have to buy more not something I was expecting and certainly not something I ever needed
with BT
Please bear in mind I dont live in a mansion just a normal 4 bed semi
Problem is I am tied into a contract but I can assure you that when its finish your router will be consigned to the dustbin and I will go back to my old system
To summarise I am paying a lot more for something inferior to what I had before and to add insult to injury have had to buy addition items to make it work
Like I said on Trust pilot
RUBBISH BIGGEST MISTAKE I MADE WISH I HAD STUCK WITH BT
Comments: