Giganet Anmeldelser 2.686

Victor Fodor was super helpful, knowledgeable and efficient. Highly recommended.

I had a great agent come and talk to me about signing up for Giganet.
All was good with him. We booked a date there and then for the installation to be done on 9th September (that date chosen as on 11th September I'm having my drive done)
Few days later I get an email stating it was booked for the 18th September to which I contacted the agent and said this was not good for me He contacted the area manager who would get it sorted… I never heard anything back… I sent email… No reply.. I contacted agent again.. he spoke to the manager again … still no reply from anyone! If this is how they treat a perspective new customer by not acknowledging or contacting them … then what will they be like once I’m connected as a customer! Such bad service. To date sent another email and seriously think of cancelling them and going back to my old broadband supplier !

Avoid, avoid, you have been warned. Took them over two months to even acknowledge my complaint!! (It took over 25 calls to finally get an acknowledgment...each time they fobbed me off as they didn't want to to deal with it)

Original complaint emailed, 27th June. Thursday 5th Sept call received to discuss...and within 24 hours I received written reply, Fri 6th.

++Complaint letter as follows++
'I formally register a complaint regarding the series of service-related issues and potential GDPR breaches I have encountered with Giganet. The details of my experiences are outlined below for your review and prompt action.

++Initial Contact and Installation Issues++
In early March/May, I received a hand-delivered letter from Giganet notifying me of upcoming street works to support the installation of full fibre. Following this, I registered my interest with Giganet. However, after the completion of works on our road, I noticed that our property had been missed. Upon contacting customer services, my details were taken, but upon follow-up, there was no record of my inquiry. This issue occurred multiple times until it was eventually confirmed that our address had indeed been missed from the installation schedule.

++Installation Confirmation and Subsequent Problems++

I received an email confirming an installation date of Wednesday, June 3rd.

However, no installation occurred on this date due to an error in uploading my order to your system. This situation was particularly concerning as it may constitute a GDPR breach. (Not holding and storing personal details i.e. name, telephone number, address securely)

I then decided to contact the Information Commissioner's Office (ICO) for some impartial advice regarding repeated failures to correctly record my personal details and provide accurate updates.

They cited that the lack of recording my personal details on your system along with struggling to access my personal details as a high probability of a GDPR breach.

You did eventually fix the problem, but as Ryan will confirm, I spoke with him and reported these concerns and the data protection breaches.

++Failed Installation and Delayed Repairs++

A new installation date was set for Wednesday, June 19th. The installation team arrived early and completed the setup. However, the installation was substandard, and the service ceased functioning within four hours. Despite reporting this fault immediately, no engineer was dispatched until Monday, June 24th. The attending engineer confirmed the inadequate quality of the initial installation and identified that the router was defective. (I made them a brew and allowed them to use our WC facilities)

++Lack of Follow-Up and Additional Issues++

When I inquired about a replacement router on June 26th, there were no notes on the system regarding my request. Eventually, after speaking with representatives Denise and Leon, I was assured that a new router would be delivered on Saturday, June 29th.

++Unwanted Communication++
Furthermore, I received a promotional flyer from Giganet addressed to ‘The Occupier’ of our home address. This incident represents another potential GDPR breach and further underscores the inadequacies of your customer data management system.

++Request for Compensation++
Given the significant inconvenience, disruption, and potential GDPR breaches I have endured, I am requesting compensation in the amount of XYZ. This amount fairly reflects the severity of the issues experienced. I propose that this compensation be deducted from my monthly bills.

FYI: They offered compensation (cited in their reply, 6th Sept) but the amount is so low, it's almost the biggest insult of all!!

Visited by victor. Very pleasant and friendly. Easy communication and explanation of offers

Giganet recently cabled our road, signed up online, chose the installation date, which was confirmed about a week later, Very nice installation engineer arrived at the agreed time/date and duly installed the ONT in our chosen location, when he then went to connect the router there was an error - no radius detected, he said this was a common issue and easily resolved and he raised a support ticket. From this point on the service has been diabolical,we didn't hear any more, so after a week we emailed for an update, got an email back with a review date and a promise that they were on to it, review date came and went with no update and no service, called again told then same thing and given another review date and have been locked in the same cycle ever since. Not once did they call back as promised every time. Just called again, the advisor at Customer Service said they have large numbers of customers affected by this issue and as they aren't provided with updates from the relevant team internally, they can't give any other information other than to wait. We have now cancelled. Avoid this company at all costs.

Victor talked me through the options very clearly. We'd been meaning to move from expensive BT for a while now. Good so far, awaiting installation...

So a month after installation, and where do i begin? It's still broken. After a few days the internet stopped working, it was a broken cable. They came to fix it after about a week or so. Then we had Internet for another few days but it kept dropping out. Then it stopped all together. 2 weeks has now passed and no resolution, after phone calls and emails nothing. People say things are happening in the technical team or engineers should come round in a day but nothing. Awful service, glad i didn't cancel BT but i should not be paying for a service that doesn't work.

Explained everything clearly.

Mo was very helpful,explaining
everything to me .Very Polite,Professional
Thanks
Alison Howrad

we had a visit from a giganet rep and the deal offered sounded good so we agreed and the cables etc were installed along with the router nearly 3 weeks ago, did'nt work no internet,several emails and phone calls a weekly email from Giganet still does'nt work
They said they were repairing a fault ! for 3 weeks beggining to regret signing up
Dave Coates Hythe,Hampshire

Des Day knocked at my door a few months ago, asking if I wanted to be connected to Giganet now that the fibre has been physically connected in our road. I hesitated initially, as we had other work going on in the house. Meanwhile, some time passed and I asked BT if they could connect me to full fibre - but their impersonal services really couldn’t give me a straight answer, and on every call tried to lock me into a longer contract (sometimes by offering me an even higher price …). At the end of the day, the poor people slaving in a call centre for BT really don’t know what’s going on and just follow their scripts. Then I stumbled across Des’s card, which he’d left behind the day he visited. I called him up this morning and had everything sorted out in about ten minutes..! I expect this bodes well, and am now looking forward to my connection and then turning BT off for good. Thanks for your help Des, it’s very much appreciated..!

Andy Hardy

Des visited me to explain the options and was really pleasant to deal with and the deciding factor me changing supply to Giganet. Very calm and not pushy at all. Happy with the switch from sky so far!

Signed up about a month ready to go live on 21st August. All was going to plan, cable was new to village so we saw them working on box in our close, then day before fitting router cable was run to house ready for engineer. They turned on due day and all fitted ok....... But then this went pear shape!
Couldn't connect to internet, after call to customer services they said it was their end and something had not been set up. Nearly two weeks later, five phonecalls, broken promises, false assurances, new dates but still not connected !!!!
They admitted they were overwhelmed with new customers - it is just not good enough, both myself and my partner need the internet for work and it seems they do not care!!!
Be very very careful if you decide to switch.

02/09/24 Update: another day another delay, just been emailed and told it will be at least another week before we get another update at which time they may or may not be able to tell us a new go-live date. Only 3 weeks then since promised date!!! Unbelievable!!! Absolute disgrace, do not believe all the sales reps sales talk!!!

Awful experience from the get go.
Des day signed us up once they sign you up that’s it’s they don’t give a damn. Had my installation done two weeks ago and it’s still not connected/working the customer service team just don’t care and they have no idea when it’ll be working so I’ve cancelled my internet with them before it’s even started 🙃 I keep getting told different things and most of the male customer service team are rude . I asked what the issue was and was told “You wouldn’t know what I’m talking about if you don’t work in fibre” Jaye was a great help until she wasn’t, hasn’t bothered to come back to me and keep getting told different stories why she can’t talk to me . S*** show of a company

Just signed up. Des from Giganet was very helpful and informative.

So far my experience has been first class. Visited by Rupert Stone, who was courteous and well turned out. He explained that we had signed up for early benefits of being one of the first in our area to subscribe to Giganet and gave us an unbelievably good deal. No pressure sales just good old fashioned communication. Goodbye BT internet and Hello formally to
Giganet next week.

Rupert Stone helped organise the installation of our new Giganet. He was so thorough with providing all the information. Had loads of patience with us while we juggled our 5 month old and organising our installation.

I was visited today by Des Day & spent 30 minutes or so chatting about the services you provide and the benefits of the Giganet ultra fast broadband. He was very knowledgeable & helpful on deciding which package was best suited to my needs. We decided that the 150 was adequate for my household and I've signed up. Looking forward to the benefits of full fibre broadband

If I could give 0* I would!
The first time giganet knocked on my door (even though I have no no cold calling or sales sticker) I was polite and listened and became interested but said I needed to talk to my husband first. Well...my interest faded fast when said sales man came back to my house and started becoming pushy. So now we are 2 months later and the same sales man has just knocked my door started becoming very pushy again because I told him I was back in a contract with my provider! Arguing that my Internet isn't better even though I told him my provider has improved my speeds massively! If I ever was going to change my provider it certainly won't be to a company that sends 'Bully boys' to people's homes! I shall just not be polite next time giganet come knocking!

Had a visit from a very pleasant, Des of Giganet. Who was able to show us the savings we are now able to enjoy by having Giganet’s full fibre. Spending a few minutes returned us a whopping saving of £360 a year. What’s more we’re looking forward to enjoying the full fibre speeds and no more buffering. Thank you Des for your time.

Waited two weeks for installation and it kept being pushed back and back. No explanation why. All I got told was the next review date. My concern is, if they can't even manage an install, what will it be like if it all goes wrong.

The people on the phone were awesome though, and very apologetic.

I asked to cancel the order and the guy did it on the spot. Sticking with Virgin it is then!