Gigaclear Home Broadband Reviews

Never showed up for the install. Fed up waiting so cancelling the service.

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

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.

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.

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!

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

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!!!

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,

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.

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.

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

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.

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

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

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

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.

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

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!

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.

Experiencing speeds slower than my old FTTC connection. No customer support. Rude employees end chat sessions with you and lie. AVOID Gigaclear.