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

While many of us are working, learning and staying at home we have committed to try our best to prioritise those customers awaiting installations who are key workers or classed as vulnerable.  To do this, please identify yourself as such when placing an order or speaking to Customer Support.

 

SUPPORT

Our Customer Support team are working from home and 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.

Our teams are doing everything we can to maintain the network resilience and performance and fix any unplanned outages. If you require technical support, you can find the answers to the most common questions our team receive.

Many of the enquiries we are getting are covered in our FAQ and help guides here.

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? We have created a home networking guide to help you troubleshoot any issues Home Networking Guide

 

 

MY ACCOUNT

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.

We are only carrying out essential maintenance that is required for network performance. This may mean a period of outages for some customers but should be minimal 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.

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

 

 

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. 

 

 

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