FAQs

Once the network build has been completed in the area we will reach out to the residents to advise that the connection POT (point of termination - box outside your property) is ready for an order an be placed. The time frame for connection can be dependent on a number of factors including, third party Network Access Agreements, liaising with the Council to seek the appropriate permits etc.

If you have recently moved into an area and want to check your availability for our service, use our postcode checker found at the top of the page. It will show if your property is included in the network and whether your connection is ready to be activated. If not, you can register your interest to be kept updated on the progress in your community.

You will need to wait until the connection point at the boundary of your property is ready for service. We will notify you of this. Your chosen ISP will then be able to give you more information about installation services, any possible costs and a timescale for connection.

All major roadworks can be found on your local council's website. Alternatively, current roadwork information can be found on www.roadworks.org. If your question is not answered by either of these, please contact our customer operations team and they will assist you where possible.

It will usually take between six and nine months to roll out a typical ultrafast full fibre broadband network installation to a rural community of 200 to 400 properties. This period starts from design validation and ends with build completion. Please note that this timeframe will be dependent on any specific community-related issues that arise.

It may be possible to have properties added to the network and we will consider each opportunity under its own circumstances. Requests are coordinated by our Regional Team. It can advise on all of the practicalities, timings and whether any financial contribution may be required. To discuss your situation with us, please contact us at support@gigaclear.com

There are multiple factors that could impact the potential or proposed timeline for a network installation. Bringing ultrafast full fibre broadband to a rural community is a major construction project and requires the participation and support of numerous stakeholders including contractors, highways authorities and landowners. The right working conditions are also dependent on the weather. So while we can’t always predict every issue that may arise, please be assured we will do our best to let you know about potential delays as early as we can.

Due to the complex nature of the network installation, we are not able to provide specific dates for individual connection points. But we will always aim to keep you updated throughout the entire network installation process.

Information about the start and end date of any road closure will be published on www.roadworks.org by your local authority. It will have issued Gigaclear with a permit prior to any works commencing. Should the work be completed early, before the permit end date, we will reopen the road. We work with the local authority to plan the diversion route and this is agreed with them.

If you have a Linksys Velop please see the following link for a full list and instruction on your parental control options Linksys Support It would be best to give us a call first on 01865 591131, we can help you decided the best option for you. For customer using our Genexis router, Parental Controls work in a couple of different ways; Firstly you can use the settings on specific devices to stop functioning online at various points of the day/night. Also, you can use DNS servers that won't resolve to adult websites. We would also recommend filtering the devices and teaching children about internet safety.

The Linksys Velop system is an Intelligent Mesh WiFi system, which means nodes can connect to each other over wired or wireless links and will choose the best path to route for the data to travel between your device and the internet. If a node loses its connection to another node, the remaining nodes will re-establish internet connection through other nodes on the network.

You can find manuals for your router directly through the Linksys website here.

If you are still using the Genexis router you can find the installation guide here Hybrid Live Quick Installation Guide. We are happy to provide more detailed specifications or answer any questions about your router. Just email us to support@gigaclear.com or give us a ring on 01865 591131.

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.