192 Customer Reviews over 5 pages
-
- Location
- PE6
- Reviewing
- Gigaclear
- Date
- 2023-09-03
- 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,
- Location
-
- Location
- Milton Keynes
- Reviewing
- Gigaclear
- Date
- 2024-02-02
- 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.
- Location
-
- Location
- Bishops Stortford
- Reviewing
- Gigaclear
- Date
- 2024-03-18
- 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
- Location
-
- Location
- South West
- Reviewing
- Gigaclear
- Date
- 2023-07-23
- 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.
- Location
-
- Location
- Bristol
- Reviewing
- Gigaclear
- Date
- 2020-09-01
- 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)
- Location
-
- Location
- panfield essex
- Reviewing
- Gigaclear
- Date
- 2023-10-18
- 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
- Location
-
- Location
- Reviewing
- Gigaclear
- Date
- 2023-11-17
- Location
-
- Location
- OX14
- Reviewing
- Gigaclear
- Date
- 2023-09-22
- 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
- Location
-
- Location
- Reading
- Reviewing
- Gigaclear
- Date
- 2019-06-26
- 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.
- Location
-
- Location
- Gloucester
- Reviewing
- Gigaclear
- Date
- 2024-03-29
- Location
-
- Location
- Wokingham
- Reviewing
- Gigaclear
- Date
- 2023-03-14
- 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
- Location
-
- Location
- Near Malvern
- Reviewing
- Gigaclear
- Date
- 2020-06-26
- Location
-
- Location
- South Petherton
- Reviewing
- Gigaclear
- Date
- 2023-07-26
- Comments
-
Experiencing speeds slower than my old FTTC connection. No customer support. Rude employees end chat sessions with you and lie. AVOID Gigaclear.
- Location
-
- Location
- Swallowfield
- Reviewing
- Gigaclear
- Date
- 2020-09-07
- 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
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-07-07
- 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.
- Location
-
- Location
- North Bucks
- Reviewing
- Gigaclear
- Date
- 2022-08-25
- 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.
- Location
-
- Location
- Bagshot
- Reviewing
- Gigaclear
- Date
- 2022-11-11
- 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
- Location
-
- Location
- Bristol
- Reviewing
- Gigaclear
- Date
- 2022-01-27
- 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").
- Location
-
- Location
- CIRENCESTER
- Reviewing
- Gigaclear
- Date
- 2021-03-24
- 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!
- Location
-
- Location
- Chipping norton
- Reviewing
- Gigaclear
- Date
- 2023-12-31
- 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!!!
- Location
-
- Location
- Buckinghamshire
- Reviewing
- Gigaclear
- Date
- 2023-09-21
- 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.
- Location
-
- Location
- Wiltshire
- Reviewing
- Gigaclear
- Date
- 2023-02-13
- 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!
- Location
-
- Location
- Bagshot
- Reviewing
- Gigaclear
- Date
- 2022-10-28
- 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!
- Location
-
- Location
- Fairford
- Reviewing
- Gigaclear
- Date
- 2021-12-08
- 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
- Location
-
- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2022-11-23
- 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.
- Location
-
- Location
- Twyford
- Reviewing
- Gigaclear
- Date
- 2018-11-18
- 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.
- Location
-
- Location
- Potterspury
- Reviewing
- Gigaclear
- Date
- 2022-02-25
- 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.
- Location
-
- Location
- Axminster
- Reviewing
- Gigaclear
- Date
- 2020-11-11
- 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 .
- Location
-
- Location
- Abingdon
- Reviewing
- Gigaclear
- Date
- 2021-01-22
- Location
-
- Location
- Woodstock
- Reviewing
- Gigaclear
- Date
- 2020-12-14
- 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.
- Location
-
- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2023-03-29
- 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.
- Location
-
- Location
- Blandford Forum
- Reviewing
- Gigaclear
- Date
- 2023-07-22
- 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.
- Location
-
- Location
- Thaxted
- Reviewing
- Gigaclear
- Date
- 2023-10-31
- 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.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2022-10-29
- 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.
- Location
-
- Location
- Ascot
- Reviewing
- Gigaclear
- Date
- 2023-05-04
- 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.
- Location
-
- Location
- Chepstow
- Reviewing
- Gigaclear
- Date
- 2023-04-05
- 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!
- Location
-
- Location
- Chepstow
- Reviewing
- Gigaclear
- Date
- 2023-02-08
- 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!
- Location
-
- Location
- Bicester
- Reviewing
- Gigaclear
- Date
- 2023-12-19
- 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!
- Location
-
- Location
- Hindhead
- Reviewing
- Gigaclear
- Date
- 2023-12-01
- 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.
- Location
-
- Location
- Weston super mare
- Reviewing
- Gigaclear
- Date
- 2023-03-03
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.