• General
  • Installation
  • Billing
  • Contract
  • Support
  • Documentation Download
  • All FAQs

General

General

When are you coming?

Gigaclear will build its fibre-to-the-premises network in rural areas only and in those that do not have or are not about to receive an alternative ultrafast broadband offering, we will only invest where there is demand. Our communities are typically made up of at least 1000 properties spread across a number of villages, or are smaller villages adjacent to an area we have already installed in. To check availability please go to www.gigaclear.com and enter your postcode into our address checker.

What is the cost?

Gigaclear provides ultrafast broadband at a competitive cost that is often cheaper that your current broadband provider. Gigaclear has a ‘no hidden charges’ approach so what you see is what you get when it comes to cost.

Our Broadband Products

What are the benefits of Gigaclear/fibre vs copper broadband?

Copper or aluminium cables Fibre optics
Usually exposed to the elements and can be damaged by trees. Buried underground for safety and immune to the weather or other interference.
Will corrode and degrade over time. Will last far longer without any loss of quality.
Can only achieve limited speeds (0-78Mbps for downloads and 0-19Mbps for uploads). Offer speeds of up to 1,000Mbps for both uploads and downloads today, more when needed.
Available performance is directly related to the distance from the cabinet or the exchange. Everyone, regardless of distance, has the same level of service there is no degradation due to distance from 50 up to 1000Mbps.

What about telephone and TV?

We work with Vonage, one of the world’s leading broadband telephone providers who deliver a feature rich phone service, combining exceptional call quality with more free useful calling features. Plus, if you wish to keep your existing number and handsets, Vonage can simply arrange the transfer of the majority of existing UK landline phone numbers*. Customers can have as many telephone lines as they need, all without the need to pay line rental. You can retain a VOIP phone service with no line rental which in most cases is cheaper than BT . In addition, with ultrafast broadband you can download an HD Film (approx. file size 3Mb) using our Home50 pure fibre broadband service and it will take only 53 seconds unlike a standard ADSL connection (4Mbps at 107 minutes.)

*Currently Talk Talk numbers cannot be ported.

What is the process of getting Gigaclear?

You can place an order directly on line using the button on this web page or call us on 01865 591151. Once your order has been confirmed we will send you an e-mail outlining what happens next.

When am I getting it?

Please refer to the our communities page. It will tell you the current status in your community. If we are at the stage ‘Network Build’ the civils contractors will be installing in your area and you will soon receive an email notifying you that we are ready to install in your property.

How can I find updates and progress in my community?

We will keep you informed of the network build progress and should any delays occur we will communicate these with you. As with any large project sometimes events occur and we will of course look to resolve these as soon as practically possible.

How do I get connected?

Gigaclear connection points (pots) will be installed outside each property we pass, there is no charge or obligation to you.

Our specialist contractors will place a blue survey marking ahead of construction in the most appropriate location outside the boundary of your property on the public highway, per our network design. This will be the location that your connection point (pot) will then be placed and if you do decide to take the service, we will connect your property to this point.

These works are carried out in conjunction with the Local Authority’s Highways Department and are in strict accordance with the New Roads & Street Works Act 1991. Please note that for any reason connecting the pot to your property requires crossing land not owned by yourself, you may have to obtain a wayleave.

When should I cancel my current broadband service?

Once you are up and running on the Gigaclear network you will want to call your existing provider and tell them you wish to cancel. They will probably try to tell you that you need a MAC code as they always assume you are changing ISP over the same copper network. If this is the case, tell the ISP that you are moving to a cable network, then they have a process for this. Be aware if you are using an email address provided by your ISP e.g. @talktalk.net then this address may also stop working, so make sure you have moved to a new (free) service from Outlook, MSN, Yahoo, Google (gmail) etc. or to your own email on your own domain.

What if I have a problem?

Gigaclear provides a customer portal for managing their own services, logging support calls and managing the connections of devices at home. Email support for customers is available from support@gigaclear.com. Telephone support is provided from 8am to 6pm Monday to Friday and 9am – 1pm Saturday for residential customers as standard. Our customer care team is based in Oxfordshire Tel: 01865 591131. Extended hours and on-site assistance are available as an optional extra for business customers only.

How is our router supplier dealing with possible ‘WPA2 Krack’ attacks?

Genexis, our router / access point supplier, has published their approach to dealing with this issue which can be found at https://genexis.eu/news/wpa2-krack-security-issue

Installation

Installation

What do I need to plan for when using your installer?

Before they arrive: if they need a permit to park on your street, please sort one out for them. And if you can't be at home, please make sure somebody aged 18 or over is there for you (the installer can't enter your home unless there's an adult there – it's the law).

Your installer will call you to let you know they're on their way. They'll will have ID, which they'll show you when they arrive.

They'll ask you where you want the cable to go, and where it should enter your house. It could be buried under your lawn or flowerbed, or clipped to a wall. They'll even lay up to 10 metres in hard ground – under your drive or front path, for instance. They will NOT start any work until they have agreed the route and the costs with you.

They'll then lay the cable from the road to your home using the route you've agreed.

They'll make a hole through your external wall and thread the cable through. If you don't own your home, you'll need to get the owner's permission for this.

They'll clip up to 3 metres of cable to your internal walls (probably along the skirting board).

They'll connect everything, set up the system for you, and test to see that it's working properly. They'll also show you how to use it and answer any questions you want to ask When they have finished they will make everything just as they found it (except for the small hole through your wall).

What is the activation charge?

For residential customers the activation fee is £100, this is collected once your network is installed in your property and the service is live. For business customers, the activation fee is £200 for the Bxxx product set.

Why am I not getting good service from WiFi?

There are several factors that affect WiFi performance:

  • The wireless signal and therefore the speed will diminish as you move further away from the router. Also, the more walls and floors there are between your device and a WiFi router, the slower the speed.
  • WiFi is shared: the more devices you have using the same wireless signal, the slower all will perform.
  • Check your device capabilities. A 5 year old laptop will not get much more than 5-30Mbps from any WiFi router. An iPhone and iPad or other tablet device will not get much more than 30Mbps, the older the device the slower the speed.
  • A SmartTV will work very well using WiFi provided it has good signal strength, if it is too far from the router it may connect, buy may not have sufficient bandwidth (speed) to watch on-demand HD content for example.
  • Many houses are constructed differently, let alone their size and shape. If modern insulation materials are present or if the house has a lot of stone in its construction there may be considerable WiFi performance impact. In this case, you can use WiFi extenders to boost the signal around the house.

When will I be able to use the service?

Straight after the successful completion of your installation.

How do I have the service installed in my property?

If you have selected ‘Gigaclear Approved Installer’ as your installation choice, we will contact you to book your installation time slot. If you have selected ‘Independent Installation’ your Installation Kit will be sent to you. If you are using another ISP, they will contact you directly to arrange for your installation.

How do I know when I will get installed?

Please refer to our communities’ page. It will tell you the current status in your community. If we are at the stage ‘Network Build’ then the civils contractors will be installing in your area and you will soon receive an email notifying you that we are ready to install in your property.

When will the field support team contact me?

Once network construction is complete our field support team will start to call all customers that have requested their services (they ticked or confirmed the ‘Gigaclear Approved Installer’ option on the order form) to book an installation time. Normally all installations are completed within 4-8 weeks of the civils/construction works being completed.

How do I book an installation?

Once network construction is complete our field support team will start to call all customers that have requested their services (they ticked or confirmed the ‘Gigaclear Approved Installer’ option on the order form) to book an installation time. Normally all installations are completed within 4-8 weeks of the civils/construction works being completed.

What is the installation fee?

The Activation Fee is £100. The installation fee varies based on the type of installation performed with longer or more complex installations costing more.

What do I need to get set-up on ultrafast broadband?

Your ultrafast broadband service is connected to your property from an underground connection point (pot) outside your property. To get connected you need to:

  1. Sign up with Gigaclear (www.gigaclear.com/ordernow) or with another ISP on our network (www.gigaclear.com/wholesale)
  2. Download the Welcome Pack which gives you information you need to know such as what to do about your email, your telephone and your current service provider.
  3. When the service is installed outside your property we or our installing partner will contact you to arrange installation.
  4. You can install the fibre and router independently, (we will provide the kit and instructions) OR you can use a Gigaclear Approved Installer. They will come to your property and install the service from the connection point outside to the location of the new fibre router inside. Our Independent Installation Kit is provided free of charge for standard cable lengths or see our installation charges menu here
  5. Once live, enjoy your pure fibre broadband experience.

How do I get the best speed from the service?

You can connect a device directly to one of the four Ethernet LAN ports on the underside of the router. These ports are auto-sensing at 10/100/1000 Mbps, so will automatically run at the highest speed that your device can support. You can also connect a Local Area Network (LAN) to one of these ports, which then allows you to connect as many devices as sit on your LAN to the Internet. Note that the broadband access speed may in fact be limited by the capabilities of your device e.g. A 5-year-old laptop may have a 100Mbps (Fast Ethernet) LAN connection built in and so will not be capable of running any faster than 100Mbps. A modern PC will usually have a Gigabit Ethernet (GE) card installed which may give you nearer 1000Mbps throughput. Also make sure that the cable is good: the best type pf Ethernet cable is CAT6 but CAT5e can also run at 1Gbps usually. If you are connecting via a switch, make sure that the switch is a Gigabit switch.

What about the road mess?

Our contractors work to the highest standards and we strive to leave our communities in as much of an undisturbed state as is possible. In the case of the highway we are inspected by the highway authority and will restore the highways to an agreed national specification. For a landowner (e.g. crossing a field) we will agree how we are to make good. In most cases the verge that we dig across is actually a highway even though in many cases it is looked after by the resident. We verify the ownership of a verge before we dig in the area, and in all cases once the works are complete our contractors will remove any debris from the area and either reinstate, reseed or re-turf depending on the weather conditions at the time. Our work is checked and inspected by the highway authority.

Billing

Billing

When will I receive my first invoice?

Your first invoice will be collected by Direct Debit on or just after the 15th of the month, provided we hold the correct details for you. All further invoices will be collected by Direct Debit on or after the 28th of the month, at the moment these are the only collection dates available. Alternatively you may pay annually in advance.

I have not received my invoice, where is it?

All invoices will be sent by email to the address provided when placing your Gigaclear order. If you would like to amend this address, please send the new details to billing@gigaclear.com and we will update our records. We can also provide copies of invoices where necessary.

My invoice is incorrect; how do I inform you?

If you think that an invoice is incorrect, please send an email to billing@gigaclear.com with a brief description of the error along with your customer reference number. We will then look in to the matter and resolve as appropriate.

What is the activation fee on my invoice?

The activation fee will have been detailed in your order confirmation and is separate from any installation costs you may have paid. This is the standard fee for activating all new customers on our ultrafast fibre network.

What are the Gigaclear installation costs?

All Gigaclear installation costs will be included on your first invoice. The cost of a Gigaclear Installation depends on the distance from the pot at your property boundary to the location of the router inside your house. More detail can be found in the Gigaclear Installation Guide

Why is there more than one month’s charge on my first invoice?

All services are invoiced one month in advance. Dependant on when your service was first activated, your first invoice could contain more than one month’s service i.e. the current month plus next month.

When will payment be taken?

All monthly subscriptions will be taken by direct debit provided we hold the correct details for you, and will be collected on or after the 28th of the month. At the moment this is the only collection date available.

My direct debit failed, how can I pay?

If we are unable to take payment by direct debit, to clear your outstanding balance a payment can be made by bank transfer or by cheque. These are the only alternative methods of payment available at the moment.

How can I update my direct debit details?

If you need to amend or reinstate your direct debit, please send an email to billing@gigaclear.com with the correct details and quoting your customer reference number. We will then update our records.

Can I pay in instalments?

We do not currently offer payment plans. All invoices and balances outstanding are payable as notified.

Contract

Contract

What are your contract terms, eg contract duration?

Home products – 15 month minimum term with one months notice.

Business products – 24 month minimum term with three months notice

Support

Support

Who do I contact for support?

01865 591 131

or

Email our team

Customer Service Desk is open:
Monday – Friday 8am to 6pm
Saturday – 9am to 1pm

How much does it cost to repair or replace my kit?

Please find detailed pricing here.

Documentation Download

Documentation Download

Quick Installation Guide – DRG700 (Version2)

Quick Installation Guide – Hybrid Live

Gigaclear Welcome Guide

Gigaclear Installation Guide

Independent Installation Guide

Residential Installation Terms – Valid from 1st December

Residential Broadband Terms – Valid from 1st December

Business Installation Terms – Valid from 1st December

Business Broadband Terms – Valid from 1st December

Service Activation Guide

Managed Reboot Guide

Options For Extending Your WiFi Connectivity

Gigaclear Customer Speed Testing Guide

Parental Guide

All FAQs

All FAQs

What is the cost?

Gigaclear provides ultrafast broadband at a competitive cost that is often cheaper that your current broadband provider. Gigaclear has a ‘no hidden charges’ approach so what you see is what you get when it comes to cost.

Our Broadband Products

What about the road mess?

Our contractors work to the highest standards and we strive to leave our communities in as much of an undisturbed state as is possible. In the case of the highway we are inspected by the highway authority and will restore the highways to an agreed national specification. For a landowner (e.g. crossing a field) we will agree how we are to make good. In most cases the verge that we dig across is actually a highway even though in many cases it is looked after by the resident. We verify the ownership of a verge before we dig in the area, and in all cases once the works are complete our contractors will remove any debris from the area and either reinstate, reseed or re-turf depending on the weather conditions at the time. Our work is checked and inspected by the highway authority.

When are you coming?

Gigaclear will build its fibre-to-the-premises network in rural areas only and in those that do not have or are not about to receive an alternative ultrafast broadband offering, we will only invest where there is demand. Our communities are typically made up of at least 1000 properties spread across a number of villages, or are smaller villages adjacent to an area we have already installed in. To check availability please go to www.gigaclear.com and enter your postcode into our address checker.

What are the benefits of Gigaclear/fibre vs copper broadband?

Copper or aluminium cables Fibre optics
Usually exposed to the elements and can be damaged by trees. Buried underground for safety and immune to the weather or other interference.
Will corrode and degrade over time. Will last far longer without any loss of quality.
Can only achieve limited speeds (0-78Mbps for downloads and 0-19Mbps for uploads). Offer speeds of up to 1,000Mbps for both uploads and downloads today, more when needed.
Available performance is directly related to the distance from the cabinet or the exchange. Everyone, regardless of distance, has the same level of service there is no degradation due to distance from 50 up to 1000Mbps.

What about telephone and TV?

We work with Vonage, one of the world’s leading broadband telephone providers who deliver a feature rich phone service, combining exceptional call quality with more free useful calling features. Plus, if you wish to keep your existing number and handsets, Vonage can simply arrange the transfer of the majority of existing UK landline phone numbers*. Customers can have as many telephone lines as they need, all without the need to pay line rental. You can retain a VOIP phone service with no line rental which in most cases is cheaper than BT . In addition, with ultrafast broadband you can download an HD Film (approx. file size 3Mb) using our Home50 pure fibre broadband service and it will take only 53 seconds unlike a standard ADSL connection (4Mbps at 107 minutes.)

*Currently Talk Talk numbers cannot be ported.

What is the process of getting Gigaclear?

You can place an order directly on line using the button on this web page or call us on 01865 591151. Once your order has been confirmed we will send you an e-mail outlining what happens next.

When am I getting it?

Please refer to the our communities page. It will tell you the current status in your community. If we are at the stage ‘Network Build’ the civils contractors will be installing in your area and you will soon receive an email notifying you that we are ready to install in your property.

How can I find updates and progress in my community?

We will keep you informed of the network build progress and should any delays occur we will communicate these with you. As with any large project sometimes events occur and we will of course look to resolve these as soon as practically possible.

How do I get connected?

Gigaclear connection points (pots) will be installed outside each property we pass, there is no charge or obligation to you.

Our specialist contractors will place a blue survey marking ahead of construction in the most appropriate location outside the boundary of your property on the public highway, per our network design. This will be the location that your connection point (pot) will then be placed and if you do decide to take the service, we will connect your property to this point.

These works are carried out in conjunction with the Local Authority’s Highways Department and are in strict accordance with the New Roads & Street Works Act 1991. Please note that for any reason connecting the pot to your property requires crossing land not owned by yourself, you may have to obtain a wayleave.

When should I cancel my current broadband service?

Once you are up and running on the Gigaclear network you will want to call your existing provider and tell them you wish to cancel. They will probably try to tell you that you need a MAC code as they always assume you are changing ISP over the same copper network. If this is the case, tell the ISP that you are moving to a cable network, then they have a process for this. Be aware if you are using an email address provided by your ISP e.g. @talktalk.net then this address may also stop working, so make sure you have moved to a new (free) service from Outlook, MSN, Yahoo, Google (gmail) etc. or to your own email on your own domain.

What if I have a problem?

Gigaclear provides a customer portal for managing their own services, logging support calls and managing the connections of devices at home. Email support for customers is available from support@gigaclear.com. Telephone support is provided from 8am to 6pm Monday to Friday and 9am – 1pm Saturday for residential customers as standard. Our customer care team is based in Oxfordshire Tel: 01865 591131. Extended hours and on-site assistance are available as an optional extra for business customers only.

What are your contract terms, eg contract duration?

Home products – 15 month minimum term with one months notice.

Business products – 24 month minimum term with three months notice

What do I need to get set-up on ultrafast broadband?

Your ultrafast broadband service is connected to your property from an underground connection point (pot) outside your property. To get connected you need to:

  1. Sign up with Gigaclear (www.gigaclear.com/ordernow) or with another ISP on our network (www.gigaclear.com/wholesale)
  2. Download the Welcome Pack which gives you information you need to know such as what to do about your email, your telephone and your current service provider.
  3. When the service is installed outside your property we or our installing partner will contact you to arrange installation.
  4. You can install the fibre and router independently, (we will provide the kit and instructions) OR you can use a Gigaclear Approved Installer. They will come to your property and install the service from the connection point outside to the location of the new fibre router inside. Our Independent Installation Kit is provided free of charge for standard cable lengths or see our installation charges menu here
  5. Once live, enjoy your pure fibre broadband experience.

What is the installation fee?

The Activation Fee is £100. The installation fee varies based on the type of installation performed with longer or more complex installations costing more.

How do I book an installation?

Once network construction is complete our field support team will start to call all customers that have requested their services (they ticked or confirmed the ‘Gigaclear Approved Installer’ option on the order form) to book an installation time. Normally all installations are completed within 4-8 weeks of the civils/construction works being completed.

When will the field support team contact me?

Once network construction is complete our field support team will start to call all customers that have requested their services (they ticked or confirmed the ‘Gigaclear Approved Installer’ option on the order form) to book an installation time. Normally all installations are completed within 4-8 weeks of the civils/construction works being completed.

How do I know when I will get installed?

Please refer to our communities’ page. It will tell you the current status in your community. If we are at the stage ‘Network Build’ then the civils contractors will be installing in your area and you will soon receive an email notifying you that we are ready to install in your property.

How do I have the service installed in my property?

If you have selected ‘Gigaclear Approved Installer’ as your installation choice, we will contact you to book your installation time slot. If you have selected ‘Independent Installation’ your Installation Kit will be sent to you. If you are using another ISP, they will contact you directly to arrange for your installation.

When will I be able to use the service?

Straight after the successful completion of your installation.

Why am I not getting good service from WiFi?

There are several factors that affect WiFi performance:

  • The wireless signal and therefore the speed will diminish as you move further away from the router. Also, the more walls and floors there are between your device and a WiFi router, the slower the speed.
  • WiFi is shared: the more devices you have using the same wireless signal, the slower all will perform.
  • Check your device capabilities. A 5 year old laptop will not get much more than 5-30Mbps from any WiFi router. An iPhone and iPad or other tablet device will not get much more than 30Mbps, the older the device the slower the speed.
  • A SmartTV will work very well using WiFi provided it has good signal strength, if it is too far from the router it may connect, buy may not have sufficient bandwidth (speed) to watch on-demand HD content for example.
  • Many houses are constructed differently, let alone their size and shape. If modern insulation materials are present or if the house has a lot of stone in its construction there may be considerable WiFi performance impact. In this case, you can use WiFi extenders to boost the signal around the house.

When will I receive my first invoice?

Your first invoice will be collected by Direct Debit on or just after the 15th of the month, provided we hold the correct details for you. All further invoices will be collected by Direct Debit on or after the 28th of the month, at the moment these are the only collection dates available. Alternatively you may pay annually in advance.

I have not received my invoice, where is it?

All invoices will be sent by email to the address provided when placing your Gigaclear order. If you would like to amend this address, please send the new details to billing@gigaclear.com and we will update our records. We can also provide copies of invoices where necessary.

My invoice is incorrect; how do I inform you?

If you think that an invoice is incorrect, please send an email to billing@gigaclear.com with a brief description of the error along with your customer reference number. We will then look in to the matter and resolve as appropriate.

What is the activation fee on my invoice?

The activation fee will have been detailed in your order confirmation and is separate from any installation costs you may have paid. This is the standard fee for activating all new customers on our ultrafast fibre network.

What are the Gigaclear installation costs?

All Gigaclear installation costs will be included on your first invoice. The cost of a Gigaclear Installation depends on the distance from the pot at your property boundary to the location of the router inside your house. More detail can be found in the Gigaclear Installation Guide

Why is there more than one month’s charge on my first invoice?

All services are invoiced one month in advance. Dependant on when your service was first activated, your first invoice could contain more than one month’s service i.e. the current month plus next month.

When will payment be taken?

All monthly subscriptions will be taken by direct debit provided we hold the correct details for you, and will be collected on or after the 28th of the month. At the moment this is the only collection date available.

My direct debit failed, how can I pay?

If we are unable to take payment by direct debit, to clear your outstanding balance a payment can be made by bank transfer or by cheque. These are the only alternative methods of payment available at the moment.

How can I update my direct debit details?

If you need to amend or reinstate your direct debit, please send an email to billing@gigaclear.com with the correct details and quoting your customer reference number. We will then update our records.

Can I pay in instalments?

We do not currently offer payment plans. All invoices and balances outstanding are payable as notified.

Who do I contact for support?

01865 591 131

or

Email our team

Customer Service Desk is open:
Monday – Friday 8am to 6pm
Saturday – 9am to 1pm

How much does it cost to repair or replace my kit?

Please find detailed pricing here.

What is the activation charge?

For residential customers the activation fee is £100, this is collected once your network is installed in your property and the service is live. For business customers, the activation fee is £200 for the Bxxx product set.

What do I need to plan for when using your installer?

Before they arrive: if they need a permit to park on your street, please sort one out for them. And if you can't be at home, please make sure somebody aged 18 or over is there for you (the installer can't enter your home unless there's an adult there – it's the law).

Your installer will call you to let you know they're on their way. They'll will have ID, which they'll show you when they arrive.

They'll ask you where you want the cable to go, and where it should enter your house. It could be buried under your lawn or flowerbed, or clipped to a wall. They'll even lay up to 10 metres in hard ground – under your drive or front path, for instance. They will NOT start any work until they have agreed the route and the costs with you.

They'll then lay the cable from the road to your home using the route you've agreed.

They'll make a hole through your external wall and thread the cable through. If you don't own your home, you'll need to get the owner's permission for this.

They'll clip up to 3 metres of cable to your internal walls (probably along the skirting board).

They'll connect everything, set up the system for you, and test to see that it's working properly. They'll also show you how to use it and answer any questions you want to ask When they have finished they will make everything just as they found it (except for the small hole through your wall).

How do I get the best speed from the service?

You can connect a device directly to one of the four Ethernet LAN ports on the underside of the router. These ports are auto-sensing at 10/100/1000 Mbps, so will automatically run at the highest speed that your device can support. You can also connect a Local Area Network (LAN) to one of these ports, which then allows you to connect as many devices as sit on your LAN to the Internet. Note that the broadband access speed may in fact be limited by the capabilities of your device e.g. A 5-year-old laptop may have a 100Mbps (Fast Ethernet) LAN connection built in and so will not be capable of running any faster than 100Mbps. A modern PC will usually have a Gigabit Ethernet (GE) card installed which may give you nearer 1000Mbps throughput. Also make sure that the cable is good: the best type pf Ethernet cable is CAT6 but CAT5e can also run at 1Gbps usually. If you are connecting via a switch, make sure that the switch is a Gigabit switch.

What is Gigaclear’s customer complaint code?

Click here to view the Gigaclear's Customer Complaints Code.

How is our router supplier dealing with possible ‘WPA2 Krack’ attacks?

Genexis, our router / access point supplier, has published their approach to dealing with this issue which can be found at https://genexis.eu/news/wpa2-krack-security-issue