Gigaclear Home Broadband Reviews

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.

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.

Very bad quality with less than 4 MB download and upload with repeated connection drop.
Using mobile data service from last 3-4 days

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.

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.

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!

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

Totally unreliable. Comes and goes randomly.
When it’s working, it’s fine, but drops so frequently.

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.

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.

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!

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.

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.

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.

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.

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???

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?

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.

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.

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.