OPERATIONAL UPDATE – 22 December 2020

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. The Central Government has designated the telecoms industry as key workers. Our service allows customers to work from home, keep in touch with friends and family and access online entertainment, shopping and essential services.  This means that our staff and our contractors will continue to build new infrastructure, maintain the network and connect new customers.

Within all our regions, 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

Buying broadband for Christmas? You can buy online or contact our Tele-sales team. They will be available to help over the Christmas period during the hours below. Alternatively, you can email your sales query to sales@Gigaclear.com

Christmas Eve: 9am-12:30pm

Christmas Day: CLOSED

Boxing Day: CLOSED

Sunday 27th Dec: CLOSED

Monday 28th Dec: CLOSED

Tuesday 29th Dec: 9:00 - 17:30

Wednesday 30th Dec: 9:00 - 17:30

New Year's Eve: 9:00 - 17:30

New Year's Day: CLOSED

Saturday 2nd Jan: 10:00 - 16:00

 

SUPPORT:

Due to the increased demand for connectivity, over the last few months, our Customer Support team is experiencing a very high volume of calls and emails. As a result, our call wait times are longer than usual. We are still available to assist you and will respond as quickly as possible but please be patient and do not send multiple emails as this increases the team’s backlog.

Due to increased internet usage within households, your WiFi speeds may fluctuate. For optimal performance, we recommend you connect to our service using a wired connection. If you’re still unhappy with the performance, please read our guide here to help you get the best from your connection.

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

To update your information and to view your account status, you can self-service your account by logging into your account on our website here My Account.

 

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

 

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 very high volume of calls and emails and are working to bring down our response times.

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

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