192 Customer Reviews over 5 pages
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- Location
- Zhu
- Reviewing
- Gigaclear
- Date
- 2024-03-12
- Comments
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If possible, I would rate zero star for the service. The engineer did not show up on the installation day without any reason, also no notification at all. After I chased the customer service 5 times, they suggested a new installation date on end of April, that's insane. Really disappointed, not recommend this broadband service provider.
- Location
-
- Location
- Chipping Norton
- Reviewing
- Gigaclear
- Date
- 2020-02-17
- Comments
-
We had a service engineer come out to inspect our property to install the fibre connection in July 2019. Despite a number of emetic emails saying that they were busy with our enquiry and that they just needed the approval of engineering we have heard nothing more.So 8 months of waiting and chasing and a very poor response. I think that their management team of Delivery Director, Nathan Rundle and Drew Ritchie as chief operating officer needs rebooting. But one should ask their CEO Gareth Williams why they cannot deliver.
- Location
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- Location
- Farnham Essex
- Reviewing
- Gigaclear
- Date
- 2023-03-28
- Comments
-
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.
- Location
-
- Location
- Chastleton
- Reviewing
- Gigaclear
- Date
- 2023-03-28
- Comments
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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!
- Location
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- Location
- West Midlands
- Reviewing
- Gigaclear
- Date
- 2024-03-20
- Comments
-
Can’t rate the broadband as I simply never got an install. Mis sold is the polite way of saying what I’d like to say.
If they can’t supply they should have said so at the start, but instead they made promises and then didn’t deliver, strange as my neighbour has gigaclear and had no issues, but life goes on and I’ve learnt a lesson, I’d advise the first time they fail to install as promised I’d not bother keep trying, just move on.
- Location
-
- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2023-03-29
- Comments
-
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.
- Location
-
- Location
- BISHOP'S STORTFORD
- Reviewing
- Gigaclear
- Date
- 2023-02-28
- Comments
-
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.
- Location
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- Location
- Near Daventry
- Reviewing
- Gigaclear
- Date
- 2024-01-17
- Comments
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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
- Bicester
- Reviewing
- Gigaclear
- Date
- 2023-12-19
- Comments
-
Avoid at all cost. This is a very non-professional cheating company. After weeks waiting for the install day, and waiting 7 hours, and after calling several times, they told me the engineer did not do pre-install check and needs to be rescheduled. A first class cheating team of useless people trained to lie and apologies. The agents talk rubbish and happy to lie to death. Blaggiing on and on and on. A team of lying cheating filth!
- Location
-
- Location
- Wilty
- Reviewing
- Gigaclear
- Date
- 2024-01-17
- Comments
-
Stole from me made me wait 10 days to get back which sent me overdrawn, mislead me, failed promises! Promised call backs which didn’t happen! Arranged for jobs to be done at my property but got that wrong and I took day off! I’ve lost earnings because daily calls to them to rectify their incompetence! Ask for a good will gesture to help move on! Insulted me! So now involved trading standards and solicitors and advising people of the company ethos and incompetence, just watching watch dog and going to look into going that route as well. Shame people mistake kindness for weakness! I now want the lot. Extremely more than what I kindly asked for, such a shame good luck gigaclear. Do remember its all in writing and recorded calls
- 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
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- Location
- Ascot
- Reviewing
- Gigaclear
- Date
- 2023-05-04
- Comments
-
Utterly hopeless.
Install booked in Dec 2022. Engineers looked at house and then went away again saying they needed different gear as the telegraph pole was too tall or something. Could have done that on Streetview without getting my hopes up. Engineer came back in March and fitted external and internal boxes. Boxes still don't work as something somewhere hasn't been plugged in or switched on.
I have increasingly furious chats with some poor person on their chat room, and occasionally I write in and raise a complaint case, but there's very little point.
No-one there seems to realise that they won't start getting paid until they start providing a service, so there must be a bank somewhere wondering whether they will ever see any return on their investment. I hope those bankers start getting somewhere with the pressure they're probably applying, because there's absolutely nothing the (potential) customers seem to be able to do about it.
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2020-06-18
- Comments
-
This company is really very poor and doesn't appear to know what it is doing. We moved to the edge of a village and repeatedly checked the Gigaclear website for our new address which stated "Great News! Your Gigaclear connection is now ready to be activated." Once we moved in and signed up, we were told that actually, no, the connection didn't even exist and we'd have to wait a month for a site survey. The survey was eventually conducted and then we repeatedly had to contact them to get the quote. Our landlord had a few questions about the installation of the fibre and after a month of emailing and phoning them, we are no closer to those questions being answered. Every time we phone them (don't email, you'll never get a response), we are told that the person we had been speaking to is not available and we have to repeat the entire conversation with someone new, who apparently can't bring anything up on their computer about our previous conversations. They then inform us that someone will phone us back later that day. Guess what - they almost never do! So we phone up the next day and repeat the whole process. It appears that they don't actually know what they are doing and just want to fob us off as quickly as possible and make it someone else's problem.
So after three months, we are no closer to getting Gigaclear installed, although from the other reviews on this site, perhaps we have dodged a bullet?! I can't speak about the reliability and speed of the connection, but their customer service is appalling, practically non-existent. What would happen if we had the fibre installed and had a problem? I shudder to think. £50 a month is not cheap and that's after the £650 it would cost to install their fibre... for that, I would expect top-notch support and service and I don't think Gigaclear are capable of providing that.
I'm sure if you moved in to a property that was already Gigaclear-enabled and it was that or nothing, you'd probably be ok (if the alternative was nothing). But if you ever need to contact them about anything, don't say you weren't warned!
- Location
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- Location
- Blockley
- Reviewing
- Gigaclear
- Date
- 2023-10-31
- Comments
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Giga gave our Business a presentaion on their broadband. Was asked to sign a letter of intention. What they sent was an 18 month contract. Spoke to the rep and he could not explain and offered no solution. Rather underhand way of doing business in my books
- Location
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- Location
- Thaxted
- Reviewing
- Gigaclear
- Date
- 2023-10-31
- Comments
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Installed last Thursday (26th October 2023) so I would say we are on day 5 and already our broadband keeps dropping out. Today it has been down more often than not and when it does decide to come back on it disappears again the moment you try to use it for anything.
Customer service is useless. Beyond saying we should reboot and reset the router multiple times they don't seem to know anything. That's if you can get through to them at all, which takes a while. Promised return phone calls did not materialise either.
Cowboys. Avoid. We'll be trying to go back to Vodafone (our provider until now), but Gigaclear have told my husband that we have no cooling off period and will have to buy our way out of the contract!! I can see us complaining to Ofcom and writing to our MP at this rate, and soon.
Useless. Wish we had never signed up with them.
- Location
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- Location
- Reading
- Reviewing
- Gigaclear
- Date
- 2023-11-01
- Comments
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I have not even got connected yet, and still the service is terrible. Engineers were supposed to come last week, nobody came, nobody informed me, and still now after almost a week, and after several chat messages and promises of getting called back, I have no idea if they are coming to install or not.
Likely to cancel my contract before it's even started if service is this lousy from the start. AVOID.
- Location
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- Location
- South West
- Reviewing
- Gigaclear
- Date
- 2023-07-23
- Comments
-
Disgraceful service, non existent customer service and they use a very dodgy 3rd party installation company called MACK UTILITIES LTD from Bristol who are almost criminal in their practice and rude beyond belief.
Do not be duped by the deceptive cheap advertised prices as they will not deliver if there is anything non standard/straightforward regarding the order, and they WILL leave you hanging on a litany of broken promises for MONTHS!.
Avoid with your life, especially if you reside in the south west of England.
- Location
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- Location
- Yeovil
- Reviewing
- Gigaclear
- Date
- 2023-05-09
- Comments
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They connected broadband cable and internal and external boxes in March.
The Engineer couldn’t get a signal and said there must be a problem with the connection. He said someone would be out that day or the following day to fix it.
Weeks later someone from gigaclear came and said he could not believe the mistakes that had been made.
The cable had been connected to a street terminal that didn’t serve our house. It had also been attached to an electrical pole which isn’t allowed. 4 weeks later After numerals phone calls to customer services and given false promises with no results, I was forced to cancel gigaclear and stay with my current provider before they cut our broadband off.
Now I have asked gigaclear to remove the boxes and they say they must stay attached to the property!
If I remove them myself it will be classed as criminal damage.
So not only have they not provided any broadband but have left me with there useless boxes.
This company is a complete disgrace and I wish I had never had any dealings with them.
Don’t be taken in by there flashy adverts, read the terms and conditions carefully they are cowboys!
- Location
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- Location
- Northants
- Reviewing
- Gigaclear
- Date
- 2023-11-28
- Comments
-
I took out a contract back in August and qlmost 4 months later they still had not installed my fibre broadband. I made the mistake of giving notice to my old internet provider and after two installation cancellations, I ended up having no internet at all and lost my telephone number that I had for 26 years. Their communications are dire and emails go unanswered. I am so disappointed because I live rural and was really looking forward to having fibre, but if these treat new customers like this, god only knows what the service would be like once you are with them. Cancelled and wish I had never got involved with Gigaclear who are absolutely useless.
- Location
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- Location
- Woolaston
- Reviewing
- Gigaclear
- Date
- 2022-12-26
- Comments
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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.
- Location
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- Location
- Ross on Wye
- Reviewing
- Gigaclear
- Date
- 2023-10-03
- Comments
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Do not be tempted to switch to Gigaclear. Utter crooks. I am paying for 500mbps and getting totally intermittent speeds often only 10 mbps with regular outages. The speed checker on the Linksys App tells me I am getting > 400mbps when all other speed checkes say < 20! Trading standards or Offcom really need to sort these cow boys out.
Installation was a joke, rude contractors who have scuffed the cable in to the verge leaving it very vulnerable to damage.
Avoid!!
- Location
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- Location
- Reading
- Reviewing
- Gigaclear
- Date
- 2023-11-02
- Comments
-
STAY AWAY. WORSE CUSTOMER SERVICE EVER. They charge you over the top to provide zero service. this is what the customer service adviced on the 5th day of calling them when i get 1.6mbps on a 900 package
Agent
An engineer will not be able to help I am afraid, our engineers are not dispatched to a property, unless for installs or if the fibre line is completely offline, I am afraid troubleshooting will have to be done on this I am afraid
I still cannot work from home sufficiently and my broadband is horrible. I will be cancelling my contract
- Location
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- Location
- Bicester
- Reviewing
- Gigaclear
- Date
- 2023-08-30
- Comments
-
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
- Location
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- Location
- Bristol
- Reviewing
- Gigaclear
- Date
- 2022-01-27
- Comments
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Speed does not come close to what was purchased. Get multiple connection drops of 30+ seconds EVERY day. Try to contact customer services and get spoken down to by an idiot who is incapable of basic trouble shooting and instead clutches at straws to fob you off by explaining how it's your equipment at fault (It's not, I've been a network engineer for over 25 years... The tool literally didn't actually ask any questions about what was happening, just asked things like "What type of phone do you have? Oh, Android is it, yeah there's a really obscure fault with those that means it's not our network").
- Location
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- Location
- Buckinghamshire
- Reviewing
- Gigaclear
- Date
- 2023-10-04
- Comments
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We signed up with Gigaclear after having 6 months free. In those 6 months we had no issues whatsoever and were happy to sign the contract in May for 18 months. The worse decision we ever made. Since then we have had issues with the Wi-Fi falling out on a daily basis. You phone support but the only thing that actually tell you to do is to reset the router, which has been done practically every day. (Although we did go recently with 2 weeks of uninterrupted Wi-Fi!!!) we made an official complaint when it appears that they are looking at the situation, but not in one email from them so the say what they have done. Today I get an email saying that they “think” (obviously not sure as they have never sent out an engineer) it is the home network that is the problem and this I out of their jurisdiction and there is nothing they can do!! We have not added any new equipment since we started using Gigaclear, so I am unsure how they have come to this conclusion. Obviously they will not release us from the contract and are quit happy for us to pay for a service that they are not supplying. Guess our only option now is to go down the Ombudsman route.
- Location
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- Location
- St Briavels
- Reviewing
- Gigaclear
- Date
- 2023-08-30
- Comments
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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.
- Location
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- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2023-06-18
- Comments
-
Would be nice if it has even been installed. We've had 2 dates for installation first time didn't even turn up said the engineer had cancelled by mistake,but made a fresh date for July but now they are saying that it's not even to our property how didn't they know when the engineer came , but he told us was all good but had to go overhead this company is a shambles stay away and go with swish
- Location
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- Location
- Willand
- Reviewing
- Gigaclear
- Date
- 2023-11-03
- Comments
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They made the same mistake twice and learned nothing. They promised me a date at the end of Augest and then prospned becuse they got the install type wrong. We rescheduled for november, and five days before the install they call up asking to pospone again.
If they are so incapable of getting an install right for a new customer I hate to think what their customer service is like for an existing customer.
- Location
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- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2022-12-14
- Comments
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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!
- Location
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- Location
- Chepstow
- Reviewing
- Gigaclear
- Date
- 2023-04-05
- Comments
-
Just out of interest has anyone got a good review for them if it did not work first time or mended an issue fast? To me they do not seem able to fix anything!
- Location
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- Location
- Gloucestershire
- Reviewing
- Gigaclear
- Date
- 2020-05-08
- Comments
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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
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- 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
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- Location
- Dorset
- Reviewing
- Gigaclear
- Date
- 2024-03-23
- Comments
-
Booked two all day appointments. The second after the first no show.
A no show on each occasion. No message from Gigaclear to give a reason or say they weren'tcoming. Sat in all day. Two whole days of my life wasted waiting for these clowns who haven't the decency to inform you. A big sales team but no customer service or commitment.
Avoid
- Location
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- Location
- Braintree
- Reviewing
- Gigaclear
- Date
- 2022-07-01
- Comments
-
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.
- Location
-
- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2023-09-01
- Comments
-
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.
- Location
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- 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
- 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
- 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
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- Location
- Chepstow
- Reviewing
- Gigaclear
- Date
- 2023-02-08
- Comments
-
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!
- Location
-
- Location
- PE6
- Reviewing
- Gigaclear
- Date
- 2023-09-03
- Comments
-
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,
- Location
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