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Smart WiFi Service Terms and Conditions

May 2026

 

 

1. About Smart WiFi Services

 

1.1 Our Smart WiFi Services are only available to residential customers who have ordered an eligible broadband service. The addition of Smart WiFi Services will require your eligible broadband service to restart with a new minimum term. Activation fees may apply to Smart WiFi Services.

 

These terms and conditions apply in addition to the terms of your broadband service which you can find here.

 

1.2 The amount you pay for the Smart WiFi Service depends on the tier of Service you have ordered and is shown as a monthly amount, including VAT on your Order Confirmation, payable in advance. Payments must be made by direct debit. Your first payment will include the Activation Fee (if any).

1.3 We may review our charges at any time but any price changes will not apply to contracts which are still within the Minimum Term. If our prices are to change, we will give you at least one month's notice and you will be entitled to contact us to terminate our contract if you do not agree to accept our price changes.

1.4 Our Smart WiFi Services are subject to a Minimum Term, which is set out on your Order Confirmation, starting from your Activation Date. You must keep and pay for the Smart WiFi Service for the whole of the agreed Minimum Term, unless you or we are allowed to end this contract earlier.

 

WiFi Guarantee

 

1.5 All broadband services come with a WiFi Guarantee. As described in more detail below, we guarantee that you will be able to achieve WiFi speeds of at least 30Mbps in every main room of your home providing that you chose a Smart WiFi tier that is suitable for the size and construction of your property. If you don't achieve this guaranteed performance, you may cancel the Smart WiFi service and will receive a month's free broadband service.

1.6 As part of the Smart WiFi Service, we will provide to you the number of additional WiFi nodes specified for the tier of Service you have chosen, to enable you to achieve at least 30Mbps WiFi speed in every room of your home, where the Smart WiFi tier selected is suitable for the size of your property. The Service tier specifications are as follows:

  • Main router only (no Smart WiFi). Guaranteed performance for properties up to 1,000 square feet (92m2).
  • Smart WiFi. Guaranteed performance for properties up to 1,500 square feet (140m2). We will provide one additional WiFi node to mesh with your router to expand your WiFi coverage around the home.
  • Smart WiFi Plus. Guaranteed performance for properties up to 2,500 square feet (230m2). We will provide two additional WiFi nodes to mesh with your router to expand your WiFi coverage around the home.
  • Smart WiFi Max. Guaranteed performance for properties up to 3,500 square feet (325m2). We will provide three additional WiFi nodes to mesh with your router to expand your WiFi coverage around the home.

1.7 Gigaclear owns all additional WiFi nodes we supply to you to use the Smart WiFi Services. If at any point your contract for Broadband services or Smart WiFi Services is terminated, you must return all WiFi nodes provided to you (see clause 6 below).

1.8 Limits to the WiFi Guarantee:

Your rights under the WiFi guarantee (including if the guaranteed speeds are not met) are strictly limited to the right to terminate the Smart WiFi service earlier than the Minimum Term and to be credited with a month's broadband (at your current rate). You will not be entitled to any other payment or compensation, or to terminate early any other service you have agreed with us. You may not claim from us any other costs, equipment or services required to achieve the specified or a higher speed of WiFi.

We will not be obliged to provide any equipment beyond the equipment specified above in the relevant service tier specification.

The guarantee is to receive a speed capability of 30Mbps in every main room of your house according to our method of measurement. These speeds may not be achieved in every part of each room, and will only work for compatible devices capable of receiving WiFi at these speeds in normal operation.

The WiFi guarantee is for the main rooms of the house and does not include:

  • Conservatories
  • Basements
  • Outbuildings
  • External garages

The guarantee will not be available for houses built using certain design and construction types. This includes certain barn conversions. If you have a barn conversion or another unusually designed or constructed building, please contact our Customer Support team who can advise.

 

2. How does Smart WiFi work?

 

2.1 Gigaclear Smart WiFi Service provides a mesh WiFi system consisting of your main router and a series of one or more additional satellite nodes, depending on tier, placed around your home. They are all part of a single wireless network and share the same SSID and password, unlike traditional WiFi routers and extenders. The mesh WiFi system will automatically use the nearest WiFi node to the device you are using to ensure you have the fastest available speed on your network.

2.2 Due to the shared use of networks and factors outside our control such as access to third party content and services, your internet access availability and speed may vary from time to time. In addition, the actual speed you experience can be affected by factors including router and node positioning, wall thickness and construction, room size, metal piping, electrical devices, fish tanks and the capabilities of connected devices.

 

3. What happens if I am not getting the guaranteed WiFi coverage?

 

3.1 If you are not getting at least 30Mbps WiFi in every room of your home, please contact our Customer Support team who will provide technical assistance to ensure the correct Smart WiFi Service is in place and that the WiFi nodes are correctly set up. Where necessary, we may send an engineer to verify that your WiFi nodes are setup correctly and that the Smart WiFi tier you have selected is suitable for your property.

3.2 If you have followed all recommended adjustments and are still not receiving the speed and coverage specified for your tier, you may choose to accept the speed achieved and retain the solution provided or you may choose to cancel the Smart WiFi Service before the end of your Minimum Term without early termination charges if you notify us within 40 days of activation. Your broadband service will continue unaffected.

 

4. Can I change my Smart WiFi Service tier during my minimum term?

 

4.1 You may downgrade your Smart WiFi Service to a lower tier without incurring early termination charges. If you downgrade below the recommended level for your home size, we cannot guarantee coverage or speed and you will not be entitled to the cancellation rights set out in clause 3.

4.2 If you downgrade your Smart WiFi Service, you must return any additional WiFi nodes provided. An administration fee may apply. See clause 6 for equipment return details.

4.3 You may upgrade your Smart WiFi Service by entering into a new Minimum Term for both your broadband service and Smart WiFi Service. Additional WiFi nodes will be provided as required.

 

5. What if I no longer want my WiFi service?

 

5.1 Your right to cancel. You may cancel your Smart WiFi Service within 14 days from the day after you receive your Order Confirmation by contacting Customer Services in writing.

5.2 If you request activation during the cooling off period and the service has started, you must pay for services received up to cancellation, including any Activation Fee. The contract will not end until all WiFi nodes are returned.

5.3 Ending the service during the Minimum Term. Early termination charges may apply if you cancel before the Minimum Term ends. If you give one month's notice to cancel at the end of the Minimum Term and return all WiFi nodes, no early termination or non return charges will apply.

5.4 Ending the service after the Minimum Term. You must give one month's notice. The service will end one calendar month after notice is received and any advance payments will be refunded, subject to equipment return charges.

 

6. Return of Equipment

 

6.1 When this contract ends or if you downgrade your Service, you must return all WiFi nodes within 14 days to:

Returns, Gigaclear Ltd, Building One, Wyndyke Furlong, Abingdon, OX14 1UQ.

6.2 You are responsible for return costs and ensuring equipment arrives undamaged. Non returned equipment will be charged in line with our price guide.

6.3 Returned WiFi nodes will be tested and any damage beyond fair wear and tear will be charged at full replacement value in accordance with our price guide.