38 Customer Reviews
-
- 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
- Essendine, Stamford
- Reviewing
- Gigaclear
- Date
- 2021-05-11
- Comments
-
Recently moved to an area supplied by Gigaclear. All set up fine and wired speeds to router are superb.
However, try getting in contact with them and you get nothing. Emailed them once to ask about extra wireless nodes - no response. Second email to say how rubbish the router and wireless mesh is - no response.
And the Linksys Velop is rubbish. Constant drop outs and buffering when it’s supposed to serve the whole house flawlessly. Recently spent the money on Netgear Orbi and it works so much better.
So, if you never need to contact them, you’ll be happy. If you do, be prepared for a hugely frustrating experience.
- Location
-
- Location
- CIRENCESTER
- Reviewing
- Gigaclear
- Date
- 2021-03-24
- Comments
-
Terrible customer service experience, no communication within the company, after a weeks spent on the phone with them and an engineer visit we're actually worse off than before I called them. Months later, after we are told well get an upgrade due to all of the issues, no such upgrade materializes but they still set up a monthly charge for an extra router? I'm sorry for one or two helpful people I spoke to on many many calls but I'd stay away from Gigaclear!
- Location
-
- 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
- Abingdon
- Reviewing
- Gigaclear
- Date
- 2021-01-22
- Location
-
- Location
- Wellington
- Reviewing
- Gigaclear
- Date
- 2021-01-13
- Comments
-
Appalling, no response to requests, lost communications and data, one person doesn't know what the others are doing. I am surprised they are still in business
- Location
-
- Location
- South Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2021-01-05
- Comments
-
We've had 2 outages in a year and a half, always recieving a text within minutes explaining the issues. Gigabit speed is consistent all the time and ping times are low, wireless speed around 350Mbps on their included Velop router which fills our large house fine. Static IP available too.
- Location
-
- Location
- Woodstock
- Reviewing
- Gigaclear
- Date
- 2020-12-14
- Comments
-
I have been a customer for two years and I am really delighted. Very fast speeds with only the occasional dropouts. But the point that really distinguishes them is that our service was cut off when a workman at our home accidentally severed the fibre optic line. They came out and fixed in within 4 hours.....I'm still astonished. Thank you.
- Location
-
- Location
- Axminster
- Reviewing
- Gigaclear
- Date
- 2020-11-11
- Comments
-
Been a rural customer for two years after horrendous service from Bt via landline. Super fast broadband is almost unheard of in many rural areas and I cannot thank them enough. Just upgraded to their new router and the help from their service centre was excellent especially for a 70+ computer idiot. Ok there are times when there is outage but they always inform and at such times there is always 4g .
- Location
-
- Location
- South Northants
- Reviewing
- Gigaclear
- Date
- 2020-10-20
- Comments
-
The customer service provided by this company is appalling. I have registered my interest in receiving a service but got no reply (as had been promised). After speaking to an operative I was put on hold whilst something was checked and after 30 mins on hold I gave up. An email has not been answered. Maybe Gigaclear doesn’t want to provide me with a service, but now I don’t want them to given that if there was a problem I would have no confidence that they would address it efficiently (or at all). So it is BT instead.
- Location
-
- Location
- Essex
- Reviewing
- Gigaclear
- Date
- 2020-09-30
- 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..
- Location
-
- Location
- Sutton Benger
- Reviewing
- Gigaclear
- Date
- 2020-09-19
- Comments
-
installed for 3 months . Still not working . Customer service inadequate. Multiple outages. Despite advising of house dimensions inadequate nodes provided . had to buy more. Still not working. Multiple calls and no satisfactory response. Promises of engineers and not appearing. Advise not to sign up.
- Location
-
- Location
- Roydon
- Reviewing
- Gigaclear
- Date
- 2020-09-11
- 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.
- Location
-
- Location
- Swallowfield
- Reviewing
- Gigaclear
- Date
- 2020-09-07
- Comments
-
Signed up for this 27th May its now Sept and we've still not got this working. Never get any response, have to chase for any updates. Been promised 4 dates to get this up and running but they never turn up then have to wait another month for the next supposed available date. No customer service what so ever - TERRIBLE COMPANY..AVOID AT ALL COSTS
- Location
-
- Location
- Bristol
- Reviewing
- Gigaclear
- Date
- 2020-09-01
- Comments
-
Extremely smooth and efficient install - gigaclear came.to the area less than a month ago and already installed and up and running. Extremely fast (>300mbps)
- 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
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2020-07-31
- Comments
-
This is an update to a review I left nearly two months ago. Gigaclear finally called to arrange our installation and in fairness, the men turned up on time and did an excellent job in just a few hours.
I purchased the 300Mbs package and my average upload/download is indeed 300Mbs, often more at 320Mbs up and down, which is amazing and very fast indeed. Since the installation, the service has been rock solid. I added another Linksys mesh router (Gigaclear supply two) to cover the entire house and honestly, from a broadband perspective, I'm very happy indeed.
But... there's always got to be a downside. They billed me the cost of the installation and I could either pay it with my first DD in a couple of weeks or pay it now and get it over and done with. I chose to pay it straight away (it was several hundred pounds and I had the money waiting in my account). Of course, they also took the same amount with my DD two weeks later. I ended up having to call my bank to claim it back again.
So the upshot is, the internet service itself appears to be reliable and as fast as advertised. Customer service is still pretty shocking though.
- Location
-
- Location
- Cherington
- Reviewing
- Gigaclear
- Date
- 2020-07-11
- Comments
-
The customer service of this company is terrible, they are condescending and patronising. I have been without my broadband from them for a month now with just excuses and no action. They hold a monopoly in rural connections and act as though you should be grateful. I Cancelled my contract with them as I can not be without reliable Internet as I need it for work.
- Location
-
- Location
- Near Malvern
- Reviewing
- Gigaclear
- Date
- 2020-06-26
- 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
-
- Location
- Cotswold
- Reviewing
- Gigaclear
- Date
- 2020-06-11
- Comments
-
The customer services element is shocking. In fact I not sure they know what Customer Service is.
Nobody can help you, you get passed around and around and just told the same story.
Our village recently got fibre installed, over 100 houses can get it, yet 6 houses in the village cant. They ay we have to wait around 2 years for them to test...…. just doesn't make sense
Plus nobody will ever call you back, exploring other options
- 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
- Boarstall
- Reviewing
- Gigaclear
- Date
- 2020-03-08
- 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!
- 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
-
- Location
- Stroud
- Reviewing
- Gigaclear
- Date
- 2019-12-28
- 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.
- 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
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2019-11-22
- 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.
- Location
-
- Location
- Upleadon
- Reviewing
- Gigaclear
- Date
- 2019-10-14
- Comments
-
Very quick installation - within a week from ordering! WiFi speeds are around 80mbs throughout the house, which is really good. To get the 300mbs will need connecting via Ethernet cable. That is fine, however, because the router is so rubbish, they have installed a Velop Mesh booster to boost wifi, this makes the router just a signal receiver (bridging unit) and you can't use the Ethernet ports as they don't work! Problem is the booster only has one Ethernet port, so will have to buy a multi port Ethernet switch. That is 3 devices that need plugging in because the router is rubbish. Add the additional phone adapter from Vonage, that makes 4 plugged in devices to replace one for 'normal' broadband - so much for progress and efficiency! Can't understand why the Velop Mesh booster doesn't have the same number of Ethernet ports as the router. Or rather why they haven't replaced the router for one that is fit to do the job in the first place!
No problems with the service so far though!
- 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
- 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
- Reading
- Reviewing
- Gigaclear
- Date
- 2019-06-26
- 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.
- 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
- Oxford
- Reviewing
- Gigaclear
- Date
- 2019-05-20
- 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
- Location
-
- Location
- Cottingham, Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2019-01-19
- Comments
-
Gigaclear have delivered on all their promises. I am on the 300Mbps package. This speed is delivered consistently when connected to the router via an ethernet cable. The wi-fi signal from the router is less powerful than you get with BT hence the poor reviews seen elsewhere. My stone-built house is challenging for wi-fi and I have therefore installed several wi-fi access points connected to the router by ethernet. I get around 100 Mbps where I have a decent wi-fi signal. I was on BT Infinity 2 and my telecoms/broadband is costing me significantly less than BT for a very much better service now that I have transferred my landline number to Vonage. Customer service has been much, much better than BT: rapid access, helpful advice, and Gigaclear actually deliver what they promise. I had a total failure when the fibre snapped 2 days after installation. Their engineer arrived the next working morning and spliced the fibre. No problems since then.I would thoroughly recommend their service if you have access to it but check their online guides on optimising your wi-fi before taking the plunge.
- Location
-
- Location
- Cote Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2018-11-29
- Location
-
- Location
- Twyford
- Reviewing
- Gigaclear
- Date
- 2018-11-18
- Comments
-
Best move ever, they were really fast and tidy when they cabled the village, when the engineers turned up to do the house install I had a time allocated and they rang to say when they were an hour away. The engineers were great and even asked for a hoover to pick up the dust. They put fibre right to the house i expected cable from the road to the house!. I get over 310MBPS consistently. The wireless router works but not great everywhere in the house so I have turned my wireless off and connected a new ASUS but the Gigagclear one works, just not as well.
- 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
- 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
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.