• New Go Plans
  • General
  • Installation
  • Billing
  • Documentation Download
  • All FAQs

New Go Plans

New Go Plans

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

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.

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

I am still within my initial contract term, can I downgrade?

No, there is no option to downgrade during your current contract.

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.

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.

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

Is this available for business customers?

At this time, we are making changes on residential product plans only

When will I see the change on my bill?

If you choose to upgrade then the speed will increase within 5 working days, the new price will be reflected in your next invoice on a pro-rated basis for the number of days applicable.

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

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.

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 900Mbps 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 900Mbps.

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.

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?

Email support for customers is available from support@gigaclear.com. Telephone support lines are open 24hrs a day, 7 days per week including public holidays 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.

Who do I contact for support?

01865 591 131

or

Email our team

Customer Service Desk lines are open 24hrs a day, 7 days per week including public holidays

If I damage the equipment on my property (ie accidentally break the cable when digging the garden), what charges will be incurred

Installation

Installation

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 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.

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

Read our installation guide, download now

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.

Billing

Billing

When will I receive my first invoice?

You will receive your first invoice the day after your service goes live.

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?

This is the standard fee for activating all new customers on our ultrafast fibre network.

When will payment be taken?

We will collect your first monthly payment via direct debit 10 days from the invoice date. All future payments will be collected on the same day as your first payment and your ongoing broadband service will be billed a month in advance.

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, by cheque or using our secure card payment service via the website, https://www.gigaclear.com/onlinepayment

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.

Documentation Download

Documentation Download

Router User Guide – DRG700 (Version2)

Parental Guide

Gigaclear Customer Speed Testing Guide

Gigaclear Welcome Guide

Router User Guide – Hybrid Live

Managed Reboot Guide

Options For Extending Your WiFi Connectivity

Service Activation Guide

Gigaclear Installation Guide

Gigaclear Networks Build FAQs

All FAQs

All FAQs

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 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 900Mbps 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 900Mbps.

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.

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?

Email support for customers is available from support@gigaclear.com. Telephone support lines are open 24hrs a day, 7 days per week including public holidays 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.

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.

What is Gigaclear’s customer complaint code?

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

When will I receive my first invoice?

You will receive your first invoice the day after your service goes live.

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?

This is the standard fee for activating all new customers on our ultrafast fibre network.

When will payment be taken?

We will collect your first monthly payment via direct debit 10 days from the invoice date. All future payments will be collected on the same day as your first payment and your ongoing broadband service will be billed a month in advance.

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, by cheque or using our secure card payment service via the website, https://www.gigaclear.com/onlinepayment

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 lines are open 24hrs a day, 7 days per week including public holidays

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

Read our installation guide, download now

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.

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

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.

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

I am still within my initial contract term, can I downgrade?

No, there is no option to downgrade during your current contract.

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.

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.

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

Is this available for business customers?

At this time, we are making changes on residential product plans only

When will I see the change on my bill?

If you choose to upgrade then the speed will increase within 5 working days, the new price will be reflected in your next invoice on a pro-rated basis for the number of days applicable.

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

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.

If I damage the equipment on my property (ie accidentally break the cable when digging the garden), what charges will be incurred