OPERATIONAL UPDATE – 24 September 2020

 

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

With the change in the Government’s advice, 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.

 

SUPPORT:

Due to the increased demand for connectivity, over the last few months our Customer Support team are 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.

Operationally, our engineering teams are doing everything they can to maintain our network performance and repair any unplanned outages. If you require technical support, you can find the answers to the most common questions our team receive in our FAQ and help guides here Support

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 trouble shoot 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 which 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.

 

OPERATIONS:

The health and safety of our employees, contractors and customers is our primary concern. 

Operationally, the maintenance of our network performance is a priority along with continuing our build activity and installing new customers where it is safe to do so.

Our field-based teams are following guidance to take additional precautions and comply with physical distancing as they move back out into their field-based roles. This includes, Field Sales, Network Access Officers and Build Teams.

We are only carrying out essential maintenance that is required for network performance. This may mean a period of outages for some customers, but these should be minimal and out of normal working hours where possible to reduce impact on customers.

 

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:

Following Government advice, many office-based teams that are able to work remotely are doing so.  The exception is our Customer Support, Field Support and Tele-sales teams who are now working from our offices to continue to provide support to customers who need it.  We are seeing a higher volume of calls and emails due to the increased demand in connectivity

You can self-service your account through the Customer Portal on our website My Account There is also a suite of FAQs and help 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

 

NEW CUSTOMERS:

If you have recently placed an order with us and are waiting for a survey or installation, 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. 

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