Gigaclear Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Gigaclear.

Recent Customer Ratings for Gigaclear

  • Satisfaction
    2.1 stars
  • Customer Service
    2.1 stars
  • Speed
    2.7 stars
  • Reliability
    2.3 stars

Based on 137 customer ratings since 2023-04-28 (Show all time ratings)

Visit Gigaclear   Read our Gigaclear buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

192 Customer Reviews over 5 pages

  • Reviewer
    Location
    Winchcombe
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      1 star
    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
    Location
    Gloucestershire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 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
    Location
    Long Hanborough, Oxfordshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    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
    Location
    Cullompton
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 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
    Location
    Leighton Buzzard
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible customer service, they'll keep you waiting and make you chase them for any sort of update.
  • Reviewer
    Location
    Gloucestershire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 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
    Location
    Huntingdon
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Bishops Stortford
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      2 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
    Location
    Aston, Oxfordshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Northamptonshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Reading
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 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
    Location
    Malvern
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 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
    Location
    Gloucestershire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 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
    Location
    Gloucestershire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 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
    Location
    Bradden
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Roydon
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Kent
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 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
    Location
    Berkeley
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    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
    Location
    Stroud
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Wiltshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Hollingdon
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 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
    Location
    Herefordshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
    Location
    Boarstall
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Ascot
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Ascot
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Castlethorpe Milton Keynes
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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
    Location
    Northamptonshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 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
    Location
    Ascot
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Blandford Forum
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Oxford
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Buckinghamshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Launton
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    South Petherton
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 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
    Location
    Northamptonshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Chipping norton
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 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
    Location
    Hertfordshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
    Location
    Milton Keynes
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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
  • Reviewer
    Location
    Essex
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    herefordshire
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    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
    Location
    Kingsland
    Reviewing
    Gigaclear
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    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.

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