Gigaclear provides essential internet access services to communities across rural Britain. The Governments ‘Key Worker’ policy includes utilities and those in the telecoms sector in addition to NHS and emergency services front line staff – amongst others. 

Our operation is building and operating a full fibre broadband network to rural areas in England.  Never has connectivity been so important within the communities we have built to.  Following guidance to take additional precautions and physical distancing, Gigaclear employees and contractors are continuing work in communities where it is safe to do so.

Our customers rely upon our infrastructure and service to keep them connected so that they can work effectively from home, access key public services and continue to educate their children during school closures.

Site teams have been instructed to observe physical distancing guidelines where practical (as advised by the Department for Digital, Culture, Media and Sport) but may need to carry out certain activities and operations where this may not always be possible in order to continue to provide this vital service without disruption.

 

Operations

Operating our service is our first priority.  Gigaclear teams that can work from home are doing so. However, there are field based roles that are vital to maintaining the network performance, getting new customers online and continuing to build the infrastructure to extend our network coverage.

Following guidance to take additional precautions and physical distancing, Gigaclear employees and our contractors are continuing work where it is safe to do so.

Our priorities during this period are;

  • Maintain network integrity
  • Install new customers who are happy to proceed with the installation process
  • Build work to continue extending our infrastructure

We are reviewing any planned maintenance work to determine if it is essential and will cancel any that is not absolutely necessary to maintain our network performance.  But, please understand that where maintenance work is deemed to be essential, we will still be carrying out work. This may mean a period of outages for some customers, but we will try to keep it to a minimum and out of normal working hours where possible.

 

Network Performance

Occasionally, we experience 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.

 

Existing Customers

Following Government advice, all office-based teams that can work remotely are doing so. This includes our Customer Support, Installations scheduling and Sales teams.

Through the Customer Portal on our website My Account you can self-service many billing or account issues and there is a suite of FAQ and help guides on our website to help you trouble shoot 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 there will be a delay in answering your call or responding to your email.

 

New Customers

Following Government advice, all office-based teams that can work remotely are doing so. This includes our Customer Support, Installations scheduling and Sales teams.

Our field-based teams, although taking additional precautions are continuing to actively install new customers and build our network infrastructure.

If you have recently placed an order with us and are waiting for a survey or install, our team will be in touch with you to arrange a suitable date and time as is our normal procedure. Please be aware that as the situation and advice changes, we will adapt our installation activity and resource accordingly. 

 

 

Thank you.

Take care, stay safe. We’re here to help.

 

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