OPERATIONAL UPDATE – 19 July 2021

Gigaclear is continuing to provide an essential service to customers across our communities demonstrating how important a fast, reliable broadband connection is to our customers.

Please note that some of our Customer Operations and field-based teams have been asked to self-isolate. This has impacted our response times in our Customer Operations centre and some regions have reduced installation capacity. As a result, we have increased waiting times for support calls and installations may be cancelled or rescheduled at short notice. Please be patient and bear with us during this time. 

While we are continuing to operate; building, installing, and maintaining our network, we are also continuing to connect new customers to our network and support those who need help with their broadband service or Gigaclear account.

The team are available to help Monday – Friday 8am - 8pm and weekends 10am – 5pm by calling 01865 591 131 or you can email the team on Support@Gigaclear.com

EXISTING CUSTOMERS:

You can self-service your account through the Customer Portal on our website My Account There are also FAQs and helpful guides on our website to help you troubleshoot some of the most common issues, you can find them on the Support page. 

While our Customer Support team are available to help please be aware that they are dealing with a high volume of calls and emails. With some members of the team working remotely our response time has increased. Please bear with us.

If you require urgent assistance, please call our Customer Support team on 01865 591131 or email support@gigaclear.com

 

WiFi woes? To troubleshoot any performance issues you may have, we recommend rebooting the router by turning the power off for a few minutes then back on again.  Perform a speed test with a device that is hard wired directly to the main router. This will show the speed being delivered to your property over the full fibre network. If that speed is ok, the issue is most likely with your WiFi set-up. Please note that speeds over WiFi will not be as stable as a wired connection.  This is not a reflection of the quality of your broadband connection but due to the limitations of WiFi capability.   

We have created a home networking guide to help you troubleshoot WiFi issues - Home Networking Guide

 

NETWORK PERFORMANCE:

Occasionally, we experience unplanned network outages which may affect tens or expand to hundreds of customers. These can be for a number of reasons but most often they are caused when another utility company is carrying out work and cuts through our fibre which causes an outage. 

These are never ideal and at a time when we are all relying on our broadband connection, even less so. But they are unavoidable. Rest assured, that our Service Operations Centre is fully operational, and any outages will be dealt with as swiftly as possible.

You can check the status of our Network on our support pages Network Status

 

 

 

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