Building to new communities: FAQs
Typically, it will take between 9-12 months from validating our design all the way to completion. The time frame is dependent on each community and any issues that may come up.
Yes. Our network delivery team is happy to arrange a drop-in and liaise as closely as possible with the local community and parish councils to facilitate a network rollout with as little disruption as possible.
As soon as connections in your area are ready for service, we will let you know via letter, and also via email if you have registered for updates. Then you will be able to arrange to get connected. If you are new to the area our postcode checker at www.gigaclear.com/locations will let you know if your property is included in the network and if your connection is ready to be activated.
Yes. We start reinstatement works, including backfilling and compacting trenches, alongside the installation process. Doing so protects the network, ensures public safety and helps get the roads, paths and verges rapidly back to normal. Our reinstatement work is carried out in line with statutory regulations and in partnership with the relevant local authority.
Our inspectors visit each area prior to, and after, our contractors complete their works to assess the level of workmanship and confirm that the reinstatement has been completed to the required specification.
Multiple factors. Building a full fibre network is a major construction project and requires the participation and support of numerous stakeholders including contractors, highways authorities and landowners. We are also dependent on the weather to provide us with the right working conditions. Whilst we can’t predict all issues that may arise, we will do our best to communicate early when we foresee potential delays.
All major roadworks can be found on your local council’s website. Alternatively, current roadwork information can be found on one.network. If your question is not answered by either of these websites, please contact our Customer Operations team and they can assist you where possible.
Due to the complexity of the network build we can’t provide specific dates for individual connection points. Register for periodic build updates and to be notified when your connection will be live at www.gigaclear.com/locations
Please accept our apologies for any inconvenience our work is causing. If you have been unable to speak with the operatives directly, please call our Customer Operations team who will be able to contact the necessary individuals to ensure that the situation is resolved.
Information regarding the start and end date of the road closure will be published on roadworks.org by your local authority who will have issued Gigaclear with a permit prior to works commencing. Should the work be completed before the permit end date, we will reopen the road.
If you live on a private road we will need to obtain a written agreement from the grantor/landowner. Our Network Access team will be in contact before any works start and will guide you through this process.
The location of the cabinet is dependent on factors including the number of properties to be connected and local geography. That said, our aim is to locate our cabinets as discretely as possible, so we will always seek to engage with the local Council to make sure their local views are heard.
No. The location for customer connection points are carefully planned so it doesn’t interfere with other utilities such as gas and water mains.
Yes. Our contractors will leave the necessary equipment on site to ensure they are able to complete the work as quickly as possible with minimum disruption. Any equipment left on site unattended will be barriered off to ensure public safety.
Before starting work, you should have received a letter from us and our contractors to inform you about the build. If you have not received this information, please contact our Customer Operations team who will be able to answer any questions that you may have.
If you believe we have encroached on your private property during our build, please contact our Customer Services team. Any photos or maps will be appreciated so we can identify the area you want to discuss.
If you are concerned that damage has been caused to your property, please contact our Customer Operations team who will pass your query to the relevant team to investigate.
If you have any concerns the build will affect a pre-organised event, please contact our Customer Operations team as far in advance as possible and we will do our best to avoid causing any disruption.
Once the connection point at the boundary of your property is ready for service, the next step is to connect your home. Your chosen ISP will give you more information about installation services and possible costs.