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.

My Services

Can I keep my existing email address?

If your email is provided by a web-based service such as Gmail or Outlook then you can continue using this without any problems. If you wish to keep the email address from your previous Internet Service Provider (ISP) then you need to contact them directly and see if this is possible. They may charge you for continued use of the address. 

If you are using a desktop email client, this may mean you have to change your email's SMTP settings. We are always happy to advise on how to do this if you get stuck. Just send us a message to support@gigaclear.com or give us ring on 01865 591131.

Link

Do you offer any email services?

We do not offer email services but recommend customers use a free provider such as Gmail or Outlook. If you wish to keep the email address from your previous Internet Service Provider (ISP) then you need to contact them directly and see if this is possible. They may charge you for continued use of the address. 

If you are using a desktop email client, this may mean you have to change your email's SMTP settings. We are always happy to advise on how to do this if you get stuck. Just send us a message to support@gigaclear.com or give us ring on 01865 591131.

Link

How do I know if I am on the right package?

If you have never experienced a good internet connection then it can be difficult to work out exactly what you are going to need now and in the future. For example, a lower speed may be sufficient if you live alone or are doing basic computing and internet tasks. 

But if you are using multiple devices in the household or are planning to stream TV or movies, play online games and upload images and video then you may well need higher bandwidth to support you. As a frame of reference, a single 4k video stream can use around 15mb/s.

It is worth remembering that we offer a range of packages to suit any needs and you can upgrade at any time. There are also no limits on the amount of data you can download. If you are in doubt, just give us a ring and we can check whether you are maxing out your bandwidth and help you move forward.

Alternatively, just answer some simple questions using our "Who Are You" tool and we will help you to decide which package is best for you.

Link

How do I test my broadband speed?

Speed tests can be complex and influenced by a number of factors, including the device you are testing from, whether you are doing it via Wi-Fi or if you have connected a computer to the router using an Ethernet cable.

A hard-wired test is the most fair and accurate - but you should also test the speed using different browsers too. 

To take you through getting the best from a speed test, we have created a guide to read before you run the one we offer through our website, which is verified by Ookla. You can download and view the guide by clicking here

Just send us a message to support@gigaclear.com or give us a ring on 01865 591131 if you need to discuss it any further.

Link

How do I troubleshoot any speed issues I am suffering?

If you have any concerns about the speed of your connection, then the first action to take is to run a speed test using the one verified by Ookla that we have embedded into our website. 

To take you through getting the best from this speed test, we have created a guide to read first. You can download and view the guide by clicking here

Fibre-optic connections do not usually lose their signal in the local area so most often issues stem from within the home network. If you are still suffering from problems then we are always happy to chat them through with you and do what we can to help.

Just send us a message to support@gigaclear.com or give us a ring on 01865 591131 if you need to discuss it any further.

Link

What is my Service-Level Agreement (SLA) with Gigaclear?

Our standard commitment to you is to always do our best to return service to domestic services within three working days following the report of a break or other terminal problem. Often we manage to do this sooner.

Link

What Parental Controls do you offer?

Parental Controls work in a couple of different ways. Firstly you can use the settings on specific devices to stop functioning online at various points of the day/night. Also, you can use DNS servers that won't resolve to adult websites. We would also recommend filtering the devices and teaching children about internet safety.

Link

What policies do you have for vulnerable users?

Wherever possible, we will prioritise remedial work on the connections of vulnerable users should they lose their service. This is in line with Ofcom regulations. Please advise our Sales Team or one of our Customer Care Team if this applies to you and we will take care to note the details on your account.

Customer Care Team - 

Tel: 01865 591 131 Email: support@gigaclear.com

Sales Team - 

Tel: 03708 637 606 Email: sales@gigaclear.com

 

Link

Can I get Gigaclear?