FAQs

We have compiled some of our most Frequently Asked Questions below, in easy-to-use sections. From General Enquiries to details on how to get the best out of your ultrafast full fibre broadband connection, just click the appropriate box for plenty of helpful hints and advice.

General Enquiries

Can I change the account holder on my service?

Your service cannot be transferred to someone else. For the account to be moved into someone else’s name, you will need to end your contract with Gigaclear and the other person will need to place a new order and enter into their own minimum term contract.  

If you wish to end your contract, simply send a message to our Customer Care Team by email to support@gigaclear.com or just give us a ring on 01865 591131.

Once we have received your request for the contract to end, the old account will be closed and a new order can then be placed by either: 

•    Placing a new order direct at www.gigaclear.com  
•    Calling our Sales Team on 01865 591151 
•    Emailing our Sales Team on sales@gigaclear.com

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How can I add an alternative contact to my account?

If you ask Gigaclear to add an alternative contact onto your account, this means you are giving us permission to talk to them on your behalf. They will be able to: 

  • Authorise installation costs 
  • Authorise repair costs 
  • Request to receive an ad-hoc copy of an invoice 
  • Add or remove a fixed IP address 
  • Receive outage notifications 
  • Change the Wi-Fi password 

They will not be able to: 

  • Change the contract (upgrade/downgrade your service) 
  • Cancel the account 
  • Change Direct Debit details 
  • Change the main account holder details

Once the alternative contact has been added to your account, the person named will remain on our system until either you request us to remove them or you cancel your service with Gigaclear. 

Please note that once an alternative contact has been set up, the main account holder will be responsible for any charges incurred or any amendments made to the service in-keeping with those the alternative contact is permitted to make in line with the above criteria. 

If you would like to add or remove an alternative contact, please complete our Alternative Contact form. You can download it by clicking here.    

Should you have any more questions, just send us a message to support@gigaclear.com or give us ring on 01865 591131.

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How can I change my installation date?

If you have already booked your installation date with us and would like to change it, please contact our Field Support Team. Just send a message to fieldsupport@gigaclear.com or give us a ring on 01865 591121 and we will be happy to help.

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How can I make a complaint?

If you believe you have grounds to make a complaint regarding the quality or any other aspect of a Gigaclear network installation in your community, please see the Network Build Care Complaints Code at gigaclear.com/customer-complaints-code for full details.

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How can I update my contact details?

If you have changed your name via Deed Poll, have recently got married (congratulations!) or you need to update your name for any other reason, then the process is simple. 

Just download our Name Change form by clicking here, fill it in and then send it back to us with the supporting documents listed below. 

Also, if for any reason we have made a mistake with how your name is spelt, we apologise and want to know to rectify it. Please complete the same form with the correct details we need to make this change and we will ensure it is done. 

Supporting documents we accept are:      

  • Marriage Certificate 
  • Civil Partnership Certificate  
  • Deed Poll documentation 

You cannot use this Name Change form to change the details of the person responsible for your account. If you would like to do this, please refer to the Account Transfer section for an outline of our procedure.

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How do I add Parental Controls to my service?

We understand you wish to keep the young people in your household safe on the internet. So if you would like to add Parental Controls to your account, please send a message to our Customer Care Team by emailing support@gigaclear.com

Alternatively, if you already have Parental Controls on your account and would like to configure these to meet your own needs, then we have created a helpful guide to read through. You can download and view it by clicking here.

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How do I upgrade my service?

You are able to upgrade your service at any time during the term of your contract. 

Please be aware that if you opt to upgrade to a new service, you will be required to enter into a new minimum term, which will vary dependent on the service you have chosen. 

If you would like to upgrade your service, we are happy to discuss all the options with you. Please get in touch with our Customer Care Team by email to support@gigaclear.com and include your customer reference number and the product you wish to move to.

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How long will it take you to roll out the installation of a new network?

It will usually take between six and nine months to roll out a typical ultrafast full fibre broadband network installation to a rural community of 200 to 400 properties. This period starts from design validation and ends with build completion.

Please note that this timeframe will be dependent on any specific community-related issues that arise.

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How will Gigaclear liaise with the local community before, during and after the network installation?

Our Network Delivery Team liaises as closely as possible with the local community and Parish Councils to ensure our network installation brings as little disruption to your area as possible. We will even check if other utility companies are planning to do works in the area at the same time.

We are always there to listen to you and would be happy to arrange drop-in sessions where community members can speak to us in person.

Our website is also continually updated with the latest network installation information and you can call or email us at any time to discuss any concerns you may have. To speak to the Network Build Care Team, just email networkbuildcare@gigaclear.com or you can ring us on 01865 591137.

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I am moving home, how do I let you know?

If you are moving home and would like to continue using our services after you move, please take a look at our Postcode Checker, at the bottom 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. It can be download by clicking here. Just fill it out and send it back to us with a copy of one of the following: 

  • Letter from a solicitor confirming your house move 
  • A copy of your Tenancy Agreement 

Please ensure you only send copies of your documentation as we are unable to return these to you. 

If, at the time of your move, you are still within the minimum term of your contract and are moving to an address where Gigaclear is unavailable, you will not be liable to pay early termination charges, subject to you providing proof of your home move. Please note, we do not accept hand written documents.

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I live just outside the network installation area. Can I still get connected?

It may be possible to have properties added to the network and we will consider each opportunity under its own circumstances. Requests are coordinated by our Network Extension Team. It can advise on all of the practicalities, timings and whether any financial contribution may be required. To discuss your situation with us, please email netex@gigaclear.com.

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What are the Terms & Conditions of my service with Gigaclear?

Your Terms and Conditions will vary and are dependent on the type of contract you have with us. 

If you are a Home Broadband customer, your Terms and Conditions can be found by clicking here. 

If you are a Business Broadband or Enterprise Broadband customer, your Terms and Conditions can be found by clicking here. 

Our Terms and Conditions may be updated by us from time to time. Please check the Gigaclear website for the latest version.

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What is the length of my cooling-off period?

You have the right to cancel your contract within 14 days from the day after you receive your Order Confirmation. This is known as the "cooling-off period". 

If you cancel your contract during the cooling-off period and you have requested a service to begin during the cooling-off period, then you must pay us an amount which is proportionate to the services provided up to the point when you cancelled your order. 

You will not receive a refund for any one-off fees for activation if you cancel a service after activation. 

If you have requested installation of our services to take place during the cooling-off period we will not be able to refund the installation charge if an installation charge was applicable to you, because we will have incurred costs which we cannot recover.

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What should I do if the account holder has passed away?

Firstly, please accept our condolences. We understand you are going through a difficult time and we wish to make this process simple and hassle-free.
  
All you need to do is fill out our Bereavement Form. You can download it by clicking here

If the person's passing means you do not need our service anymore, please provide the reference number found on the official Death Certificate. We will then be happy to waive the contractual liability as well as any outstanding balances on the account. 

Don't worry if you do not have this to hand right now, please still get in touch on 01865 591131 and notify us so we can put the account on hold until you can provide it. 

If you or somebody else would like to take over this service, please indicate so on the Bereavement Form and a member of our team will be in contact shortly to ensure this transition goes as seamlessly as it can.

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When will I be able to get ultrafast full fibre broadband from Gigaclear?

As soon as we have completed the connection to each boundary of the properties in your area, you will receive a notification via letter or email to confirm your home or business premises is deemed ready for service.

We will then be ready to welcome you on board as a Gigaclear customer but as an Open Access Network, you are also free to check out the other ISPs available on our network. You can choose from one of our partner providers and discuss being connected to one of their services. If you do this, your broadband contract will be between you and them.

If you have recently moved into an area and want to check your availability for our service, use our Postcode Checker found at gigaclear.com/buy. It will show if your property is included in the network and whether your connection is ready to be activated.

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Can I get Gigaclear?