Account FAQs
Have a question about your Account? Check our most common questions and answers below.
Have a question about your Account? Check our most common questions and answers below.
For residential customers - You have the right to cancel your contract within 14 days from the day after you receive your Order Confirmation. This is known as the "cooling-off period". If you cancel your contract during the cooling-off period and you have requested a service to begin during the cooling-off period, then you must pay us an amount which is proportionate to the services provided up to the point when you cancelled your order. You will not receive a refund for any one-off fees for activation if you cancel a service after activation.
If you have requested installation of our services to take place during the cooling-off period we will not be able to refund the installation charge if an installation charge was applicable to you, because we will have incurred costs which we cannot recover. To complete your cancellation you may be asked to complete a cancellation form which can be found here.
If you are moving home please complete our Moving Home form. If you would like to continue using our services after you move, please look at our Postcode Checker, at the top of this page, to see if we are available at your new address. If Gigaclear is unavailable at your new address, we will cease your service on the date requested in your completed Moving Home form.
If you need to amend or reinstate your Direct Debit, please download a new direct debit form. Please quote your customer reference number when sending the completed form to billing@gigaclear.com. We will then update our records as soon as possible.
Enter your postcode to check availability
Your community's new full fibre network is being delivered with the help of the government's Gigabit Broadband Voucher Programme (part of Project Gigabit). Your property is eligible for a voucher, which helps us fund the expansion of our full fibre broadband network to rural communities.
If you would like to help fund the rollout of gigabit broadband in your community, please give us your consent to claim the voucher from the government. We will submit an application to Building Digital UK (BDUK) on your behalf. You will receive an email from BDUK to confirm your participation in the scheme (and, if you are a business, confirm your eligibility as an SME).
Provided you consent to be part of the scheme and respond to the emails you receive from BDUK, we will waive any broadband activation fee of £30.
To find out more about the government's Gigabit Broadband Voucher scheme, visit gigabitvoucher.culture.gov.uk or email us at vouchers@gigaclear.com
Your data will be shared with BDUK to administer your Gigabit Broadband Voucher submission. You have the right to object to us processing your data at any time. For more information about your rights, read Gigaclear's Privacy Policy and BDUK's Privacy Notice.