192 Customer Reviews over 5 pages
-
- Location
- Northampton
- Reviewing
- Gigaclear
- Date
- 2023-10-09
- Comments
-
What an appalling company do not touch, despite several text messages days before advising when they are coming they did not show and made no contact. During the day I contacted 3 times each time being told they will be there. At 5:40 they were contacted again and they advised they were not coming and to rebook
Sorry Gigaclear you have lost another customer - sort your selves out
To top it off the customer services at the end said that the connection hadn’t been done from their box so the engineers won’t have been able to do anything at the address
A disgraceful company
- Location
-
- Location
- Northampton
- Reviewing
- Gigaclear
- Date
- 2022-09-08
- Comments
-
Had an installation date booked but wasn’t until we rang to customer service to find out why nobody had turned up, that someone from Gigaclear had been in our area 2 weeks prior and there is a fault in the area. We cancelled our current provider on that day, so of course we now have no internet and unable to work & no confirmed date arranged.
The customer service when we eventually got through (30 min wait) was pretty poor to say the least.
This is probably my 2nd ever review on a company, that’s how poor this experience has been.
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-03-16
- Comments
-
Hopeless! Install date booked, confirmed by email. No engineer attended. Spoke to Gigaclear via chat to find the install had been cancelled. This cancellation was never communicated to me. Gigaclear unable to give a new date. Communication appears to be an issue. Obviously I can't comment on the internet speed and reliability. Not a good start!
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-09-13
- Comments
-
Ordered in January 23, sales lady promised early installation and possibility of contact negotiation when initial 18 months expired.
No one turned up on the install date and despite MANY phone calls, emails and online chats no new date offered. We have Gigaclear in the village and the access point is 5m from my house. The company communication is the worse I have encountered. I will have to cancel and go back to a "fibre to the cabinet" contract. I have been
paying top price for no contract broadband while waiting for Gigaclear......wasting 8 months!
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-07-07
- Comments
-
We have been Gigaclear customers for a number of years. When it works, yes, it’s fast, but cross your fingers you don’t ever encounter a fault because if you do, you’ll soon wish you’d gone for a slower speed with an ISP who understands the need for rapid fault-finding and restoration of service in this day and age. To say Gigaclear are appalling at this would be an understatement - a quick search here and on other review sites will reveal plenty of horror stories.
We are currently on our 8th day without broadband service and live in an area with poor mobile coverage. It took a few days after reporting the fault for an engineer to visit our property. He established the problem was at the cabinet which supplies our service and went off to investigate, returning 30 minutes later to tell us the cabinet didn’t exist and Gigaclear’s infrastructure plan is wrong… so he left.
Since then we have been lied to numerous times by agents promising to call back with updates. At one point we were told the issue was with their build team and progressing, only to learn two days later that the build team knew nothing of it until that morning.
Gigaclear do not class weekends as working days. On Tuesday 4th July it wasn’t even possible to speak on the phone with a customer service agent - lines were closed all day for training.
Ignore the usual trash they post online about reaching out and ensuring customers are kept updated with the most accurate information at all times. As I write this (7/7/23) another deadline agreed with customer service for a progress report has been and gone.
Short outages happen and are unfortunate, this is different. We’ve been lied to repeatedly and are nowhere nearer to finding out when our service will be restored. Our jobs are home-based and we have been unable to work for over a week. Enough is enough and we are in the process of taking our complaint beyond Gigaclear.
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-10-21
- 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!
- Location
-
- Location
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2024-01-11
- Comments
-
Signed up with them in Sep 2023. Two missed installations with no reasons given and at short notice. Abysmal customer service in terms of getting issues fixed (the people on the call lines are very good and pleasant but appear to have no authority). Luckily I had not cancelled my current provider (BT) so I cancelled Gigaclear today and will never go near them again. So if you decide to ignore the reviews on here, take my advice and do NOT cancel your existing provider until you are up and running with Gigaclear.
- 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
- Northamptonshire
- Reviewing
- Gigaclear
- Date
- 2023-11-11
- 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.
- Location
-
- Location
- Northanmptonshire
- Reviewing
- Gigaclear
- Date
- 2023-03-09
- Location
-
- 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
-
- Location
- Northants
- Reviewing
- Gigaclear
- Date
- 2023-11-12
- Comments
-
A complete shambles of a company. Signed up in Feb 2023, no sign of any connection anytime soon ten months later.
- Location
-
- Location
- Ongar
- Reviewing
- Gigaclear
- Date
- 2023-06-10
- Comments
-
We have the basic package and my son uses it to play his computer which works well. However if we're watching a film or sports on T.V the speed generally isn't quick enough which is really frustrating
- Location
-
- Location
- OX14
- Reviewing
- Gigaclear
- Date
- 2023-09-22
- Comments
-
Connection lasted 15 days, just long enough for them to get over the cooling off period. Now 11 days without connection and I’m not convinced they will fix it anytime soon. Have asked to leave penalty free but they want the full 18 months of the contract. Having to look at getting another provider to run alongside them. They’ve expanded too fast and don’t have the engineers to support the service. I guess those at the top are just taking the money while they can. I can see them collapsing with this business model. AVOID THEM
- 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
- Oxford
- Reviewing
- Gigaclear
- Date
- 2023-12-26
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2022-12-20
- Comments
-
Having waited a month for install, once installed, the broadband service lasted for <60 mins before stopping working. I used the live chat function and was told I’d need another engineer visit. As I was transferring my landline, Gigaclear had initiated the process to transfer from BT, which resulted in BT commencing their process for cancelling their phone and broadband service. I asked Gigaclear if they can reverse the BT cancellation but nope, down to me to waste over an hour of my life to resolve.
I’ve used the “live chat” function on multiple days for updates, to be told “it’s with our engineering team”, but no updates. It’s now been a week, no update from Gigaclear when I might get another installation/repair and no proactive communication from them, all on me to get updates. They have now sent me my first bill for service!! It’s ok though, I can claim compensation for lack of service after 3 business days.
Without doubt, the worst service I’ve ever received for anything. I thought BT were bang average, but on this star scale I’d give BT a comparative 5 stars. Woeful, plain woeful.
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2024-02-18
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2023-08-19
- Comments
-
Avoid this company, they basically keep cancelling the installation date without any notice, so you basically have no idea what is going on and when it will actually be installed you could be waiting months or years, appalling service. Do not waste your time with this company just pay for a reliable provider instead
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2023-08-21
- Comments
-
I’m surprised by the number of negative reviews.
I switched to Gigaclear a year ago and have been pleased with the service.
We needed new cable laying from the street to our houses on a small cul de sac and this was done quite quickly once permissions, etc were agreed.
I have the faster 600 Mbps package and consistency get 500-620 at the main router and 400+ around the house. There have been no outages recorded. I use the service for regular home working as well as video and hifi audio streaming and gaming usage with many devices connected at once.
Apart from the initial installation I have not needed to contact customer services, and I found the service professional and pretty sound to be honest. I’ve not had to contact them since.
- 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
- 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
- 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
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2024-01-23
- Comments
-
Installations was faulty so our drive got dug twice. The guy who then connected the line gave poor instructions, plugged one box in and walked off. We were left for days resetting boxes, trying to make the app work and though customer services was polite they clearly (pun) were used to having multiple lines open and letting people take about an hour of the above go on until some result came or in our case didnt. Ripped off!
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2024-03-06
- Location
-
- Location
- Oxfordshire
- Reviewing
- Gigaclear
- Date
- 2023-11-09
- Comments
-
Not impressed so far.
Ordered broadband last week and was told that as the property had been connected before they only had to deactivate the service. I informed them that the external,box was damaged and needed replacing and also relocating nearby. I was told an engineer would be around on Monday. Needless to say no one turned up. Called to find out what was going on only to be told other than my order there was nothing on the system. They would sort it and get back to me. A couple of days later a message on my phone asking if I would like the system to be activated before the engineer called. They seem to have overlooked the fact that the old equipment is damaged. I called again only to find out that nothing has been done, no appointments or bookings made so a week wasted. I now have a date in 2 weeks time for a survey to be done which will come to the conclusion that the external box needs replacing and moving about a meter to one side. After that we can book an installation! No doubt a few more weeks will pass before that is finally carried out. That’s if I don’t cancel the order.
- Location
-
- Location
- panfield essex
- Reviewing
- Gigaclear
- Date
- 2023-10-18
- Comments
-
very reliable,no issues HOWEVER
at renewable price went from £17 to £41.50. Phone call (hold for 20 minutes) I was very polite but firm in my point that this was ridiculous and poor business practise (when I signed up I spoke to them about my dears at renewals and was told to call and they would reduce the price close to the offer price- clearly not true and/or process has changed).I got £5.00 off , further complained and went to manager (yeah course you did) and got to £31.50- so still almost double the original price. I dont want to do this , I just want a fair renewal price that is the same for everyone
- 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
-
- Location
- Portsmouth
- Reviewing
- Gigaclear
- Date
- 2021-11-15
- Comments
-
No customer service , contact me £22 but I paid 8 months £25 , they can give you 100% fix contact , totally want stole money from customer .
- Location
-
- Location
- Potterspury
- Reviewing
- Gigaclear
- Date
- 2022-02-25
- Comments
-
Be very wary about the Gigaclear service, connection to the property speeds are as advertised, but nothing else, and Customer Service is adequate, and be aware that your 14 day consumer rights only apply if your installation is within 14 days of the order, not 14 days of the installation!!
I was the first install in my area, and the physical activity was completed with no issues and the team involved were very good, but the work wasn’t completed, as they didn’t have the correct kit to be able to draw the cable to my property as the initial install was performed to the wrong cabinet. This was resolved within a couple of hours, but i had to chase them to activate the service, which took a further 2 days!
As a fairly switched on IT professional, the installation of the Linksys Router and Wi-Fi node was reasonably straightforward, but this may not be the case for everybody and they don’t really cover the installation of the kit.
The Router is consistently connected to the outside world at more than the 600Mb that i am paying for, but unless you are cable connected to your Router, you aren’t going to get anywhere near that speed (and as the Router only has one port beyond that needed for the Modem connection, you will need to buy a 1GbE switch to connect anything else you can that is close to the Router, more unaccounted for expense basically). If i stand by the Router and Speedtest.net from various devices over Wi-Fi, the best ive achieved is 230Mb, and testing different devices one after the other from the same location gives wildly differing speeds, even the same device tested a number of times gives no common speed.
The main issue here i believe is the Linksys equipment they provide, its not great, and i would say that its only adequate.
I use powerline plugs to extend my ‘wired’ network capability, and again speeds are highly variable, but this clearly depends upon the quality and age of your power network in your property.
The upside is that its cheaper, during the offer period, than any other provider in my area (BT infrastructure, so not much competition), and if you are close enough to the router you get decent speeds, but not consistently, and the speeds are generally twice what i got from BT, so its acceptable.
Not sure how good it will look after the initial 18 month contract when the price will more than double, im hoping that a ‘im going to cancel as it costs too much’ will elicit a better deal when the time comes.
- 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
- Reading
- Reviewing
- Gigaclear
- Date
- 2023-11-01
- Comments
-
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
-
- 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
-
- Location
- Reading
- Reviewing
- Gigaclear
- Date
- 2023-12-05
- Comments
-
Our business has been connected for approx 1 year now and we have lost the service through damaged cables on several occasions. Unfortunately they direct bury into road verges etc and are therefore very easily damaged by rodents etc...
Absolute shocking customer service when we have lost all connection taking weeks to resolve. If you are a business reliant on the internet (as we are) I would seriously look at alternative options before signing up with Gigaclear.
- Location
-
- Location
- Ross on Wye
- Reviewing
- Gigaclear
- Date
- 2023-10-03
- Comments
-
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
-
- 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
- Shipston-on-stour
- Reviewing
- Gigaclear
- Date
- 2023-10-17
- Comments
-
I received an email from Gigaclear stating that an engineer would be visiting our home and that we needed to be present to grant them access. However, the engineer never showed up, and we didn't receive any calls or texts. My wife was at home all day, and she even placed a large notice on the front door, indicating that if she didn't answer, she would be in the garden room, along with her contact number and mine. When I contacted Gigaclear,today they claimed that the engineer had come, but no one had opened the door. This is not true as my wife was home the entire day, and our dog would have alerted her to any visitors at the door. What's most astonishing is that I had called Gigaclear the day before to inquire about the reason for the engineer's visit, and even today, no one could provide an explanation what was the appointment for.
- Location
-
- Location
- Somerset
- Reviewing
- Gigaclear
- Date
- 2023-07-12
- Comments
-
I signed up with gigerclear over a month ago they said they had technical problems with the engineer so they promised me they were coming out on the 12th of July to fix the problem and they will phone me on the day to make sure I all is okay still no phone call still no engineer phoned up the next day. Couldn’t tell me when engineer was coming. Promise me that they’re phone me back after they talk to the engineer. Still nothing nearly 2 months now and they can’t be bothered to phone you back or help you in anyway cancelling my prescription going somewhere else absolutely crap service and full of liars strongly advise stay away from them
- Location
-
- Location
- South Kilworth, Leicestershire
- Reviewing
- Gigaclear
- Date
- 2023-07-06
- Comments
-
Signed up for Gigaclear in May (as soon as the network was ready) and booked install for July after a pre-booked holiday. Few days after ordering chaps from the cabling contractors dropped the fibre from the pole and attached it to the side of my house...
..4 days before installation - phone call from Gigaclear - cancelled no resource.
Re-booked for the following Saturday (which would see me with no broadband for 2 days as had already cancelled my old service - more fool me)
2 days before the new installation date, phone call from Gigaclear - cancelled, we're not doing overtime that day so cant do it.
Lost my temper and told them to sort or order cancelled. Too late to reinstate old service and am running on 4G with poor coverage.
Based on this experience I have no confidence of getting a service at all and can see me cancelling.
Looks like this is very standard for this company - how have they got ANY customers!
- 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
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.