The customer is responsible for the Gigaclear network from the fibre connection point (pot) at the boundary of the public highway, across the customer’s private land and into their premises up to and including the router provided. The router installed on the customer’s premises remains the property of Gigaclear, as stated within the Terms and Conditions.
If a Gigaclear component (e.g. the router) is found to be faulty, this will be rectified free of charge to the customer including no call out fee. For all other cases of damage, including damage to the cables, the router and any other components installed at the customer’s property, a charge will be made to the customer for repair based on the current tariffs for labour and materials used.
Please call our Customer Care team to discuss your repair requirements so we can advise you on the possible charges involved. If the cost of repair exceeds a call out charge, the quote for the repair work and materials will be provided to the customer for approval prior to commencing the work.
Faults reported by a customer and investigated on site by a technician, that have been identified as not with Gigaclear equipment but with the customer’s own Local Area Network set-up or equipment; then a call out charge will be invoiced to the customer.
The customer (or an authorised signatory over 18 years old) should always be present at the time of the appointment, otherwise the repair technician may have to revisit and incur an additional call out charge to the customer.