I’ve placed an order and I am waiting for installation; how do these changes affect me?
All customers awaiting installation are free to switch to any of the new products to take advantage of the better value for money offered. This includes free standard installation, if your property meets the criteria. You can switch to a new plan by contacting customer services. They’ll need your customer reference number, so please ensure you have this to hand. You can find this on your order confirmation.
What if I decide to do nothing?
No problem that is absolutely your choice, your service speed and monthly charge will be unchanged, until any future price change
When will I see the change on my bill?
If you choose to upgrade then the speed will increase within 28 days, the new price will be reflected in your next invoice on a pro-rated basis for the number of days applicable.
Is this available for business customers?
At this time, we are making changes on residential product plans only
Does this affect any supplementary packages eg fixed IP?
No, if you take any supplementary packages these will be associated with any new product you have chosen
My initial contract term is complete, what are my options
If your initial minimum contract term is complete, then you have a range of options, you can choose to upgrade and benefit from higher speeds or downgrade to a lower speed or just stay on your current plan.
How do I upgrade?
You can switch to a new plan by contacting customer services. They’ll need your customer reference number, so please ensure you have this to hand. You can find this on your monthly invoice.
I am still within my initial contract term, can I downgrade?
No, there is no option to downgrade during your current contract.
Does this change give me a right to cancel?
No, the Ofcom rules about cancellation only apply if your prices are increased for the same service. If you wish to stay on your existing plan, you are free to do so, but if you choose to upgrade, you will pay a lower price for a higher speed connection
If I choose to upgrade to a new product, does it affect my contract length?
If you opt to switch to one of the new products, you will be required to enter into a new contract with Gigaclear. Your previous contract will end and a new contract term of 18 months will commence. Please see our broadband service terms for more information about your rights under the contract.
Why are you making these changes?
Gigaclear is constantly analysing its competitive position and have made the decision to rationalise its range of products (from 4 to 3) and deliver better value for customers. As part of this, we invite existing customers to take advantage of increased speed for a reduced price available with our new products