Giganet FTTP

izzop said:
just removed TV from my package and managed to get 250mb for £39 per month
...
Click to expand...
izzop said:
finally crept up to £53.25 and now they want to increase that by a further £7.
Click to expand...

This, and their secret unplanned planned mid-week maintenance, are why I am jumping ship.
They were the fastest in my area and I was happy to pay, but it has got ridiculous with price increases to which I see no benefit.
 
Well I've just called it a day with Giganet and cancelled my order with them.

I say cancelled but seeing as once again I was unable to get through to speak to someone to cancel it I followed their instructions on their FAQs - 'How do I cancel my broadband?' and e-mailed them and made it quite clear regardless of receipt or acknowledgement of e-mail that the direct debit will be cancelled and should I not receive a reply I will take it that the order has been cancelled.

I put a 'Read Receipt' on the e-mail and low and behold it's been read, but no actual response as of yet.

Fortunately I'm still within my 14 day cooling off period, but even if I wasn't the result would have been the same.

I'll now have to do the same for the order I placed for my Mums address later today.

At the face of it, it's a good deal etc. but the lack of customer service is truly abysmal and a deal breaker for me and I'm glad it came to light this early on regardless of the frustration.
 
I'm cancelling my Virgin but leaving my BT backup line in tact as although my order install and everything's working I did out of curiosity email and whatsapp them to test the response and its been a week and not one single response. Definitely not a great start so anyone going with Giganet I would make sure you have a contingency in place be it BT or 4 or 5g should it go down as your not getting a reply anytime soon.
 
Dave85 said:
I'm cancelling my Virgin but leaving my BT backup line in tact as although my order install and everything's working I did out of curiosity email and whatsapp them to test the response and its been a week and not one single response. Definitely not a great start so anyone going with Giganet I would make sure you have a contingency in place be it BT or 4 or 5g should it go down as your not getting a reply anytime soon.
Click to expand...

Just placed my order with BT, installation next Thursday, more than happy with that as Giganet wasn't until the 31st!

Gone with the Full Fibre 500 offer as well, so an increase on what I was getting from Giganet at a cheaper price.
 
Last edited:
Bit of an update in terms of Giganet...

I eventually went down the complaint process, and received an apology for their lack of clarity regarding the one-off charges. Apparently, in my location (postcode linked?) they utilise Zen as a supplier who in turn operate off the Openreach network. Zen charge them a service activation fee, which they must pass on to their customers. Also, they confirmed that these one-off charges are charged on placement of order and not on the go live date. However, due to their lack of clarity, they waived the fee for me :D

My go-live date of 3 Apr was unaffected. I received the Eero Pro 6E router via DPD a couple of days in advance (even though I'll never use it, as I have my UniFi kit in place). My exisiting FTTP disconnected at approx 00:30, and the Giganet FTTP was live as soon as I changed over the PPPoE credentials, which I didn't get round to doing until around 09:30. All in all, pretty seemless!

Since go-live, the service has been rock solid. I went for the 500down/70up @ £37/mth and speed tests have been constantly 490+/70+.

Their customer service is so s...l...o...w it's painful, however putting the complaint in did get a more timely response.

I'm still looking to get a static IP assigned, but have been told that they don't currently offer static IP addresses, though they hope to be able to offer these by the end of the month. I won't hold my breath!

TLDR - solid broadband service, awful customer service
 
my installation is
kosymodo said:
Bit of an update in terms of Giganet...

I eventually went down the complaint process, and received an apology for their lack of clarity regarding the one-off charges. Apparently, in my location (postcode linked?) they utilise Zen as a supplier who in turn operate off the Openreach network. Zen charge them a service activation fee, which they must pass on to their customers. Also, they confirmed that these one-off charges are charged on placement of order and not on the go live date. However, due to their lack of clarity, they waived the fee for me :D

My go-live date of 3 Apr was unaffected. I received the Eero Pro 6E router via DPD a couple of days in advance (even though I'll never use it, as I have my UniFi kit in place). My exisiting FTTP disconnected at approx 00:30, and the Giganet FTTP was live as soon as I changed over the PPPoE credentials, which I didn't get round to doing until around 09:30. All in all, pretty seemless!

Since go-live, the service has been rock solid. I went for the 500down/70up @ £37/mth and speed tests have been constantly 490+/70+.

Their customer service is so s...l...o...w it's painful, however putting the complaint in did get a more timely response.

I'm still looking to get a static IP assigned, but have been told that they don't currently offer static IP addresses, though they hope to be able to offer these by the end of the month. I won't hold my breath!

TLDR - solid broadband service, awful customer service
Click to expand...
did you get a confirmation of dispatch for the eero? my instalatiion is next week tuesday, but have not received the router yet
 
Megahackerd said:
my installation is

did you get a confirmation of dispatch for the eero? my instalatiion is next week tuesday, but have not received the router yet
Click to expand...
Yeah I did, see below. This was sent on 28 Mar, for a go live date of 3 Apr. Note I never received any notification from DPD though!

giga.jpg
 
leemo29 said:
How did you get on receiving the router? I'm tempted to move to Giganet and I'm in a CityFibre area which based on their website looks like I can get it. Is the eero any good?
Click to expand...

I had a bit of a nightmare with Giganet support.


Have you checked if Toob are available in Portsmouth yet? I know they're coming to the area soon.


If you're going with Cityfibre, highly recommend "No One" - they've been excellent for me.
 
leemo29 said:
How did you get on receiving the router? I'm tempted to move to Giganet and I'm in a CityFibre area which based on their website looks like I can get it. Is the eero any good?
Click to expand...
router received it alright.

installation ran into a few snag. There was a blockage, which meant another team had to come out, so only a week later it was ready to go... except Cityfibre finalised the connection on last week Thursday 5.30pm, so the service didnt go live as Giganet did not receive the installation. I had to chase Giganet on Friday, who then chased Cityfibre to mark the order as complete. An hour later after my call with Giganet, I got a call from them saying it was now complete and go ahead and plug in the eero. Full 900/900 received
 
Megahackerd said:
router received it alright.

installation ran into a few snag. There was a blockage, which meant another team had to come out, so only a week later it was ready to go... except Cityfibre finalised the connection on last week Thursday 5.30pm, so the service didnt go live as Giganet did not receive the installation. I had to chase Giganet on Friday, who then chased Cityfibre to mark the order as complete. An hour later after my call with Giganet, I got a call from them saying it was now complete and go ahead and plug in the eero. Full 900/900 received
Click to expand...
I am planning on joining gigante but they don't have the static IP address available yet. Did you hear anything from them? They told me in April it was meant to be available from may ...cheers
 
You must log in or register to reply here.
Back
Top Bottom