We have compiled some of our most Frequently Asked Questions below, in easy-to-use sections. From General Enquiries to details on how to get the best out of your ultrafast full fibre broadband connection, just click the appropriate box for plenty of helpful hints and advice.

Technical Support

Can I change your router for another router or fibre-optic decoder?

We are unable to swap the modem or Genexis router out directly because of its optic-decoding function. The Lynksys Velop unit you will recieve as part of your installation can be changed for a 3rd party router of your choice, however we are unable to assist with the set up of this.

You can give us a ring on 01865 591131 or send a message to support@gigaclear.com for more guidance.


Can I connect an internet phone service to my broadband?

For day-to-day communications many people choose to use Wi-Fi calling and text options or other messaging apps on smartphones.

Please do note VOIP and Wi-Fi calling options may not function if there is a problem with your internet service, it’s important to make an informed decision about this, especially if vulnerable. We would be delighted to discuss further, please feel free to get in touch.

Some customers choose to maintain a copper-based phone-line as an emergency fail-over, especially if there’s no mobile signal in the home.

Please read our networking guide for further information. You can download and view it by clicking here.


How can I get user manuals for my router?

You can find manuals for your router directly through the Lynksys wesbite here:  https://downloads.linksys.com/downloads/userguide/Velop_UG_LaunchEditio…

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.


How do I connect a device via Ethernet cable to my router?

If you are using the Genexis router and would like to connect devices to your router by Ethernet cable (ensuring the best quality connection), there are four ports to use to do this. If you need more, you may need to acquire an external switch. This will route one connection point into another four or more and these are readily available online. Do ensure the ports are rated for gigabit Ethernet. 

If you are using a DKT or Velop router there is a usable port at the bottom of the router.

We are happy to advise or check into a unit you are considering buying and using. Just drop us a message to support@gigaclear.com or give us a ring on 01865 591131 to discuss it.

Home Networking Guide


How do I connect home security cameras to the internet?

Home CCTV systems vary quite significantly in their methods of operation. These may require fixed IP addresses and certain ports being open on your router. We are always happy to help with this but it is always best to speak to your provider or read through their documentation first. We cannot assist in opening ports or the setup of the 3rd party equipment. We can offer a Fixed IP on certain packages for residential users for a cost of £2 p/m. 

If you still need to discuss it, just drop us a message to support@gigaclear.com or give us a ring on 01865 591131.


How do I stream content such as movies and catch-up telly to my TV?

Most TVs are now "smart", which means they can connect to the internet to download or stream films and TV shows. Other televisions can be made "smart" by using an internet-enabled plug-in stick or a set-top box. 

All you need to do to take advantage of this is to connect your TV/s or devices to your home network. This can be done using an Ethernet cable for the best connectivity or Wi-Fi if the TV is within reach of the router's signal. Just follow the TV manufacturer's instructions to set this up.


I've damaged my cable/equipment, what should I do?

Oops, don't worry. We understand accidents can happen through an over enthusiastic dog, a gardener unaware of the path of our cabling or even just a cup of tea spilled over the router. Simply give our Customer Experience Team a ring and we will dispatch engineers to get you back online.

You can reach us on 01865 591131 or send a message to us at support@gigaclear.com.

Charges may apply - See repairs


I've lost the connection to a single device, what should I do?

This could have happened for a variety of reasons. It could be a specific service going down, you moving your device out of wireless signal range or having that signal interrupted by some sort of interference. 

The first thing to do is ensure you are within range of the router or access point(s). If the Wi-Fi signal is strong, turn the Wi-Fi off and then on again on your device. If this still doesn't work, try restarting the device as this may allow it to reconnect. 

We are always happy to help if any issues persist. Just email us to support@gigaclear.com or give us a ring on 01865 591131.


I've lost the connection to all of my devices, what should I do?

If this has happened, you may need to reset the router. To do this you must disconnect and turn off everything connected to the router through wi-fi or a direct wired connection before restarting. We would really like you to get in touch with us first so we can quickly check what may be happening - just in case this problem is related to a physical breakage or a technical problem within our wider network or your home one.

Just email us to support@gigaclear.com or give us a ring on 01865 591131 to discuss it.


What does bandwidth mean?

Your bandwidth is the amount of data that could simultaneously flow through your connection. While many often call this speed, it may be better described as the width of a road. Mobile devices make practical use of around 5mb/s while a 4K video stream will typically take 15mb/s.


What is DHCP?

DHCP means Dynamic Host Configuration Protocol. It is the way in which a router manages a home network by giving out IP addresses. These are the identification markers used by your devices as names.


What is DNS?

DNS stands for Domain Name System. This is what changes a web address you type in such as www.gigaclear.com into an IP address that computers can read, for example, Our DNS servers are populated by Google's but you are welcome to use alternatives by changing the settings in your router.


What is the best way to set up my network at home?

When you have an ultrafast full fibre broadband connection coming direct to your door, it makes sense to invest time in ensuring the network around your home is working as well as it can. 

There are many different combinations of techniques and devices to do this but this also means there is no perfect solution. We offer a Wi-Fi mesg Solution as part of our new packages. Our Smart Wi-Fi solutions can be flexible for many types of homes. To offer you some help and information, we have prepared a guide for you to read. You can download and view it by clicking here.

We are always happy to talk to you if further advice is needed. Just give us a ring on 01865 591131 or send a message to support@gigaclear.com

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