192 Customer Reviews over 20 pages
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- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2020-07-31
- Comments
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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
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- Location
- Cherington
- Reviewing
- Gigaclear
- Date
- 2020-07-11
- Comments
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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
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- Location
- Near Malvern
- Reviewing
- Gigaclear
- Date
- 2020-06-26
- Location
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- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2020-06-18
- Comments
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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
- Cotswold
- Reviewing
- Gigaclear
- Date
- 2020-06-11
- Comments
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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
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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
- Boarstall
- Reviewing
- Gigaclear
- Date
- 2020-03-08
- Comments
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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
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- Location
- Chipping Norton
- Reviewing
- Gigaclear
- Date
- 2020-02-17
- Comments
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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
- Stroud
- Reviewing
- Gigaclear
- Date
- 2019-12-28
- Comments
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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
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- Location
- Hollingdon
- Reviewing
- Gigaclear
- Date
- 2019-12-24
- Comments
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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
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.