FAQs
Welcome to our FAQs page to support existing customers. Search our top questions below, or reach out if you need more advice.
For day to day communications many people choose to use WiFi calling and text options or other messaging apps on smartphones.
Please do note VOIP and WiFi calling options may not function if there is a problem with your internet service, it’s important to make an informed decision about this, especially if vulnerable. We would be delighted to discuss further, please feel free to get in touch.
Some customers choose to maintain a copper-based phone-line as an emergency fail-over, especially if there’s no mobile signal in the home.
Please read our Home Networking Guide for further information.
The light indicates the different status/ activities of your node:
Blue (blinking) – This means the node is powering on. Wait for this to go solid blue which means it’s finished powering on
Blue – Node is online, and you’re connected to the internet
Purple – Ready for setup. Open the Linksys app to complete setup
Purple (Blinking) – Setup in progress. Follow the instructions displayed within the Linksys app
Red – You’re not online and there’s no internet. Check with your ISP for service interruptions
Red (blinking) – Your node isn’t in range of other nodes. Move it closer to your other nodes. If this is your ‘Gigaclear powered by Linksys’ router, make sure that it’s firmly connected to your internal connection point
Yellow or Orange – Your node is connected to the internet, but the signal is weak. Move it closer to your other nodes in order to improve the signal.
To connect to the WiFi using the WPS PIN, follow the steps below: Launch your Linksys app and access your Linksys Velop dashboard. Tap the Menu icon and then select WiFi Settings. Tap Connect a Device With WPS Tap the Use a PIN link. You can either enter your device's WiFi Protected Setup PIN in the field provided and tap Connect or if your device asks you for the router's WPS PIN, use the PIN shown on the WPS page.
Yes, you sure do. Our network is what is known as "Open Access" so any Internet Service Provider (ISP) that wishes to may provide services to residential and business users over our network. If you choose this option, your broadband contract will be between you and them. We are also happy to welcome you as a Gigaclear customer and provide you with our own ultrafast full fibre broadband service direct to your door. A full list of these partner providers can be found on our website at Our Partners.
You can restart your Linksys Velop system from the Linksys app. Log in to the Linksys app and access your Velop dashboard. Tap the menu icon. Tap on Velop Administration. On the Velop Administration page, scroll to the bottom and tap on Restart Velop. Tap on Restart. You have now restarted your Velop system. Your devices will disconnect from the Velop, but they will reconnect automatically once the node is ready and the devices have found the network.
If this has happened, you may need to reset the router. To do this you must disconnect and turn off everything connected to the router through WiFi or a direct wired connection before restarting. We would really like you to get in touch with us first so we can quickly check what may be happening - just in case this problem is related to a physical breakage or a technical problem within our wider network or your home one. Just email us to support@gigaclear.com or give us a ring on 01865 591131 to discuss it.
If you are moving home please complete our Moving Home form. If you would like to continue using our services after you move, please look at our Postcode Checker, at the top of this page, to see if we are available at your new address. If Gigaclear is unavailable at your new address, we will cease your service on the date requested in your completed Moving House form.
For residential customers – We’re sorry you’re thinking of leaving us. If you would like to end your contract and have finished your minimum term period, you will need to give 1 months’ notice to end your contract
You can contact our Customer Loyalty team by emailing customerloyalty@gigaclear.com or call the team on 01865 968 646. If you decide to end your contract with us during your minimum term, Early Termination Charges may apply, full details of which can be found here.
If you need to amend or reinstate your Direct Debit, please download a new direct debit form . Please quote your customer reference number when sending the completed form to billing@gigaclear.com. We will then update our records as soon as possible.
To remove the Speed Boost, please complete our cancellation request form. We require 7 days' notice, so your cancellation will take effect 7 days after we receive your request. You will keep your boosted speed, and be billed as normal, until that date, after which your connection and bill will return to your standard package. Removing the Speed Boost does not affect your core broadband contract. Once we have processed your request you will receive confirmation of your cancellation via email.