192 Customer Reviews over 5 pages
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- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2021-03-21
- Comments
-
Terrible customer service. Very hard to contact. Make false promises. Untrustworthy. Offer new customer more favourable rates than loyal existing customers
- Location
-
- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2023-08-22
- 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
- Location
-
- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2023-08-22
- 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
- Location
-
- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2022-03-13
- 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.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2020-05-08
- Comments
-
What can I add to these reviews.. I have never received the 300Mb as promised for any length of time and have been battling poor customer service and ineptitude for almost a year. I am listing my speeds on twitter (colwobs33) and am doing the WIRED SPEED TO THE NODE and also wireless speed to my laptop with just that using wireless.. If you complain often enough you'll get a free node, complain a bit more and you'll get the network switch you need cos the node only has one ethernet port available for any wired connections, and you need everything possible connected by LAN cables.
- Location
-
- Location
- Henley on Thames
- Reviewing
- Gigaclear
- Date
- 2023-11-14
- Location
-
- Location
- herefordshire
- Reviewing
- Gigaclear
- Date
- 2024-03-26
- 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!
- Location
-
- Location
- Herefordshire
- Reviewing
- Gigaclear
- Date
- 2023-12-18
- 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.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Gigaclear
- Date
- 2023-03-13
- 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!
- Location
-
- Location
- Hillesley
- Reviewing
- Gigaclear
- Date
- 2022-05-12
- Comments
-
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.
- Location
-
- Location
- Hindhead
- Reviewing
- Gigaclear
- Date
- 2024-02-13
- Comments
-
I ordered Gigackear in May 2023 with an initial installation date of August 8th 2023. Here we are 13th February 2024 with no service. They have cancekked 5 times each time, apart from teh ,ast when they promised the delay is only 8 days. Due tomorrow but when I called yesterday nothing was booked. A complete shower
- 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
- Hollingdon
- Reviewing
- Gigaclear
- Date
- 2019-12-24
- 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.
- Location
-
- Location
- Huntingdon
- Reviewing
- Gigaclear
- Date
- 2024-02-01
- 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.
- Location
-
- Location
- Kent
- Reviewing
- Gigaclear
- Date
- 2023-04-04
- Comments
-
When it works, it works really well. I host multiple web servers on my local network, as well as an FTP server to store files. There is significant freedom when it comes to opening ports e.t.c.
The customer service has been satisfactory for me. The people are polite, although their call centre seems to be closed for large durations of time.
In terms of the reliability, this is a different matter. My internet connection regularly cuts off and stops working for extended durations. I've had it cut out for multiple days in a row before without warning, and sometimes these outages don't even show up on their status page.
Overall, the service is unreliable, yet speedy. It's better than what I had before, but I still have complaints about the company.
- Location
-
- Location
- Kent
- Reviewing
- Gigaclear
- Date
- 2019-06-24
- 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.
- Location
-
- Location
- Kingsland
- Reviewing
- Gigaclear
- Date
- 2023-02-21
- 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.
- Location
-
- Location
- Kintbury
- Reviewing
- Gigaclear
- Date
- 2023-10-14
- Comments
-
Gigaclear dug up our charming village street to lay their cables without prior consultation or support for residents. Blocking in houses, drives and shops, damaging the pavement and all the while creating an inferno of noise. Two weeks on, and their contractors are still blocking the street. Apparently we are stuck with them until the end of January.
Awful Customer Operations Dept. who ignore all requests for information, and all complaints sent to them by email, mail and telephone.
Judging from many of the customer reviews below it sounds like a crap broadband provider anyway.
I certainly won't be using them given their abysmal "customer service".
- Location
-
- Location
- Kirtlington
- Reviewing
- Gigaclear
- Date
- 2021-06-10
- Comments
-
AVOID Gigaclear! Slow or no -existing internet. Horrible customer service. The fourth day without internet and no answer from them. AVOID!!!!
- Location
-
- Location
- Launton
- Reviewing
- Gigaclear
- Date
- 2023-07-25
- 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 !!!
- Location
-
- Location
- Leckhampstead
- Reviewing
- Gigaclear
- Date
- 2018-11-08
- Comments
-
Absolutely a total waste of money,don't be taken in by hype around fibre,I'm on a 200 meg plan of which I'm lucky if I get 35mbs,I live in a rural location and was constantly fed up with buffering and picture freeze so I thought I would pay more to receive a package I thought would be enough to stop the buffering and make watching TV pleasurable again,how wrong I was I'm not much better now,don't waste your money on gigaclear go to someone like bt,if you don't take my advice you like me will be throwing money down the drain,this is my honest opinion
- Location
-
- Location
- Leighton Buzzard
- Reviewing
- Gigaclear
- Date
- 2021-09-15
- Comments
-
Terrible customer service, they'll keep you waiting and make you chase them for any sort of update.
- Location
-
- Location
- little easton
- Reviewing
- Gigaclear
- Date
- 2023-09-15
- Comments
-
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.
- Location
-
- Location
- Long Hanborough, Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2021-08-09
- 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.
- Location
-
- Location
- Lydney
- Reviewing
- Gigaclear
- Date
- 2023-10-06
- Comments
-
Fast reliable but renewal prices are outrageous sometimes 300% the price of the initial contract which is broadly the same as other providers. Their renewals 'customer service' team work on an aggressive hard-sell basis. They know they have a monopoly in rural areas, but this is not a nice customer-focused company at all and have a growing awful reputation. Avoid Gigaclear if you can.
- Location
-
- Location
- Maidenhead
- Reviewing
- Gigaclear
- Date
- 2022-12-15
- Comments
-
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.
- Location
-
- Location
- Malvern
- Reviewing
- Gigaclear
- Date
- 2023-10-26
- 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....
- Location
-
- Location
- Manningtree
- Reviewing
- Gigaclear
- Date
- 2023-04-28
- Comments
-
This is the worst service I have ever experienced. I booked an engineer on the 14th April. No show and no communication. Re-booked for today. No show. When I chatted online I was told the engineer was sick, but I had to contact them to know this.
- Location
-
- Location
- Martock
- Reviewing
- Gigaclear
- Date
- 2023-03-16
- Comments
-
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!
- Location
-
- Location
- Milton Keynes
- Reviewing
- Gigaclear
- Date
- 2018-02-20
- 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
- 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
- Milton Keynes
- Reviewing
- Gigaclear
- Date
- 2024-02-13
- Comments
-
I say speed and reliability is poor - i didnt get that far. I signed up for Fttp one month ago. Aranged a field visit as its an old property. They didnt turn up. Customer ser4vices didnt know why. They never phoned me back. I contacted them a week later. Two days after the visit should have taken place it was cancilled - they didnt know why. They cant give me another one for a month - an install would be a month after that - i cancilled the contract! How much worse could it get!
- Location
-
- Location
- mitcheldean
- Reviewing
- Gigaclear
- Date
- 2020-08-05
- Comments
-
over 2 weeks now since had install team fit and still have fault and no idea when it going to be fixed. ordered 300mbs line and had fitted. all i got is purple light, told fault and team is fixing, ever time i call in i get excuse. i got billed to as it went blue light for about 10 mins and activated and then went red light. £39 month for no service or connection. id like to give good review and maybe il edit this when or if fixed. tempted to go to ombudsman to have it looked into or cancelled. shame as ISP speed here through bt is slow.
- Location
-
- Location
- Near Daventry
- Reviewing
- Gigaclear
- Date
- 2024-01-17
- Comments
-
If you have choice, go elsewhere. My original installation date was 14th Nov 2023 and I'm still waiting. I have had 3 engineer visits to carry out the external install but each one has given a different excuse as to why they couldn't do it. The last guy said he wasn't contracted or paid to dig a trench over 20m! They have done one survey and phoned again this morning saying they need to do another survey. I'm not technically a customer yet and I'm very concerned how things will be when I am. Unfortunately, they are the only fibre internet installer available in my area but I'm tempted to just stick with my slower sky broadband.
- Location
-
- Location
- Near Malvern
- Reviewing
- Gigaclear
- Date
- 2020-06-26
- Location
-
- Location
- Newbury
- Reviewing
- Gigaclear
- Date
- 2019-08-28
- Comments
-
Probably the most useless broadband company in Britain. I've ordered broadband from them 4 times over the last 18 months and each time they're very happy to get your direct debit details and order. But their ability to deliver is 0 (Zero) . All sorts of excuses, but the worst of all is zero contact from them. The chief exec must be like the fat controller from Thomas the Tank Engine.
- Location
-
- Location
- Newbury
- Reviewing
- Gigaclear
- Date
- 2019-09-23
- Comments
-
I paid for the top package: 1000Mb/s
I've never got anywhere near that, the fastest speed I got was comparable to BT packages for a third of the price.
But the worst thing about this company is the customer service! Just appalling... You'll be pissed around departments, until nobody answers, you'll never get a call back, and the staff are rude unless they're trying to make a sale. Stick with BT & Virgin Media.
- 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
- North Oxon
- Reviewing
- Gigaclear
- Date
- 2024-02-07
- Comments
-
Ordered the hyperspeed 900 package in July 2023 this was put back three times - fibre to the building was installed end of Jan and the fibre to the modem installed by their contractor early Feb, the engineer said that the fibre is rolled up around the top of the telephone post.. so not connected! and the fibre to the house has been cable tied around the down pipes!! contacted gigaclear but they dont seem bothered so will renew my contract with talktalk next month and they can collect their hardware and make good the works so far. what a waste of their contractors time..
- Location
-
- Location
- North Somerset
- Reviewing
- Gigaclear
- Date
- 2023-08-12
- Comments
-
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.
- 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.