Gigaclear Home Broadband Reviews

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.

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!

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.

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

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!

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!

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

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!

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.

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.

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.

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.

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!

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.

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.

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!

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.

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.

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.

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!