Giganet Omdömen 

Very fast service. Just had a great call from Simon Spencer at Giganet After some initial problems accessing their broadband service I messaged Simon at 10.57 this morning and by 16.10 he had got everything sorted and I was signed up. A great introductory offer too. Very fast customer service resolution thank you.

This ISP is fine when things are working, but when things go wrong, there is a black hole of no information. There's currently a 'known' outage'. I reported my issue at 0800, asked for a call to be updated and registered for text updates.

At midday, there's no call and no update. Phoned customer service again and the standard line is "There is no update, technical people are working on it, we don't know what the problem is. It gets escalated at the end of the day if not fixed."

I'm fine with things going wrong from time to time, but you've got to learn how to keep your customers informed. I don't care that tech support is outsourced, or in another building, or on a different system. I'm paying Giganet for a service and I'd like it to be provided, or explained. It's not difficult but Giganet service issues go into a black hole that nothing ever comes out of. Poor.

Simon Spencer knocked on my door and explained in great detail about their service and prices. As I was with BT, paying £45 a month their offer of £28 a month was a simple choice. I am looking forward to it being installed. £17 a month less, for the same service is wonderful, thank you Simon.

I joined Giganet on a 3 free months deal. Month 1 they took a payment which I questioned. They explained it would be the last 3 months of my 12 month contract that would be free….fair enough. At month 12 I realised they had taken payment every month and not given the free months as promised. I questioned, they said, we have no records of offering a deal. I presented the email from them stating 3 free months. They relented and offered the next 3 months free. I rejected it as I want it refunded as I will be cancelling. They agreed. Nothing. I raise a ticket, they close the ticket, I raise another, they close it. I ring them, they say someone will ring me back, they never do. Their client portal has been off line for the year I have been with them so they have no online presence and you are unable to access your account. I have also experienced outages, each a few hours. This is never reported on their network status page. The latest one occurred one evening. A call for support had me on hold for 25 mins before I gave up. No staff clearly, out of hours. In short, a terrible company to deal with, speeds ok when it works, no support when it doesn’t.

Great service from des today all signed up and with a good saving we’re very happy

Had Des Day come to our door recently to tell us about Giganet, he was really friendly and informative and gave a great deal!

Signed up for Giganet on the 10 June 2024. Installation date was 5 July 2024, router not delivered until 6 July, so could not be set up . Installation of the cable to the house and ont box was fine. Later that evening a red light was on the ont box and still on after trying to set up the router. I got so far on the app, could not complete as no internet connection. Turned everything off and back on, no internet connection.
Contacted support and raised a support ticket on the 6 July, heard nothing since.
If not resolved in a timely manner, I will cancel under the consumer rights, of not fit for purpose

Carl Davies came today and was polite professional and extremely helpful

Overall really happy with the service untill my Internet went down thisevening. They don't open till 8 next day. What do I do now ? Everything my house it Internet orientated?

I had great hopes for Giganet. I loved what they were offering, but sadly they have totally failed from the very beginning.
The joke of it is I haven’t even got as far as being installed. After four cancelled installation dates and the next one offered 3 weeks after that.
Email arrives advising of new installation date. No mention of the previous one, or that it was cancelled and some form of explanation. Just an email advising of a new installation date and time.
Customer services are very friendly and try to be helpful, but nothing is ever achieved.
There is no direct contact between customer services and the engineering/installation teams.
I can not believe that a company can be run in such a shambolic fashion and I have decided to cut my losses and cancel the contract.
I just had visions of what was it going to be like if there were any problems and reading reviews on here that confirmed that I am making the correct decision.
Giganet need to have a serious review of how they operate. It is the worst customer service that I have ever received.

Signed up to giganet today. What a wonderful chap Carl Davies was. Very helpful and considerate.

I have just signed up for Giganet and found the sales person, Carl Davies very helpful. He explained everything to me and answered all my questions without problem. He was a very pleasant and helpful salesman but let me make up my mind .

Been with giganet about 1 year now and been cut off for the 3rd time now unexpectedly for no reason at all on unsocailable hours when the call centre isn’t open 1st time Boxing Day. 2nd time 4am and now 8:15pm. Not good enough when working from home. Will be cancelling my contract first thing in the morning! Do not recommend to my worst enemy!

No Internet service (Full Fibre) for 11 days & counting. After several calls daily, engineer scheduled to attend on day 17 of outage ie 6 days from now.
Call centre staff all very nice BUT impossible to escalate to higher level or to complaints team - they'd make excellent GP receptionists!
Numerous promises made, but very little tangible progress in resolving outage. Support centre tell me they have no ability to contact Technical or Engineering teams directly - very strange way to run a communications business.
Awaiting engineer visit on day 17 of outage with low expectations - hoping to be proved wrong.

Des was really helpful and answered all questions we had before signing up. Other than the great package they offer he was one of the significant factors to us signing up.

Des knocked on my door today and helped me set up my new Giganet connection. Des was extremely friendly, approachable and helpful. 10/10 service so far.

Don't bother with this company . Customer service is disgusting they told they will Escalate my issues but I know.they won't manager meant to ring back but im 100% sure I won't hear from them.

Had an open case with Giganet for 48 hours (and counting). Nobody keeping some in the loop with progress of my case. I’ve been on the phone 8 times now asking for an update and told every time they are escalating it. Beyond a joke! No broadband for 2 days and the only advice I’ve been given is to reset the router multiple times. Will be going to the ombudsman. Paying for a service that I’m not receiving and I’m getting no help. Disgraceful.

I’ve also messaged them on Twitter, instagram and emailed them (no reply to any of them).

Spoke to Steven Green today, phone answered promptly, install date given. Took time to explain what will happen on the day. Good to talk to a person and not a chatbot.

I truly have no idea where to begin. This company has been so deceitful, fraudulent and dishonest and I am so glad that we managed to end their services and have a new internet provider. After they disturbed us for weeks doing roadworks, a salesman knocked on our door with a very lucrative offer. He promised us very fast and reliable internet for £24 per month, which was way less than we were paying at the time. I took some time to think and when he came back, he lured me in with a very aggressive sales tactic that I will need to make a decision immediately by a certain date to get the free installation. On top of that he said that to get the ultimate benefits of £120 credit bill on my account, I will need to sign up on the higher offer of £42 per month and once this is done to call customer service to downgrade which apparently was very easy. To be honest, I should have listened to my instinct that this sales guy was dishonest because somehow everything seemed too good to be true and of course it was.

At the day of the installation, my slot was between 11 and 1 pm and I saw a Giganet van parked in front of our house at 10 am with the driver being on his phone and just before 11 am he left not returning until 3:30 pm. I called customer service to ask what was going on and that's when I realised that the whole company is run very badly. Their system could not tell them until 24 hrs later so I was advised to just wait at home and hope he turns up. Eventually he did, luckily I stayed at home.

We had internet for maximum of a day and then it was time for me to call customer service to downgrade my contract as I did not want to be charged £42 per month. The customer agent was so contemptuous, she basically blamed me for being stupid and listening to the sales guy. Her words were: "If we offer credit bill, then everybody will sign up to us". Well i kept their brochure and that's exactly what is says, sign up to us and we will give you a credit bill to end the contract with the previous contractor.
It turned out that downgrading is not that easy and I had to cancel my current contract and wait for a new installation date which they could not provide in advance to start me on the lower tariff. And this is when things became very weird. They promised to keep my internet for a week until I find a new provider but the same day my internet was disconnected. I called to ask if they could resolve the issue but as I was leaving nobody cared. I requested a manager's call and for the technical team to resolve my issue as they promised. We were left without internet for days. No manger ever called. I am waiting to see whether they will charge me for literally few hrs of internet and I hope they don't as they promised.

Overall, the customer service is so bad that they resolve nothing. I only heard agents avoiding responsibility by saying the system is at fault, we will have to connect you with the operations team or the technical team. Very disjointed, unorganised and uncaring company. Please avoid, there are so many great companies out there. Giganet are not worth the hassle especially because their customer services are just useless.

Edit after speaking with customer service team lead, Cassie. She called me at a convenient time, listened to my experience and agreed to take it at @her own hands”. I received a compensation for not having internet for a few days and a good will compensation gesture for the stress this caused.