Gigaclear broadband

[IanA2]

IanA2 said:

NW2506 said:

IanA2 said:

Does anyone know if having a cabinet installed give any indication of when installation is likely?

I ask as I'm losing the will to live with these people.

First, it'll be June, then it'll be July, now it'll be August. Well it might be. But no, can't say if that's an accurate date. And no, can't explain why.

This is on the back of a three month fiasco about way leaves that they initiated and wasted a lot of my time.

And then there was the bizarre conversation with some Hooray Henrietta about which side of the road the pot would be on and who would be

digging up the road.

I sincerely hope their tech is better than their woeful CS.

Hi Ian,

I can certainly empathise with your frustration. I have 3 properties which come under the inkpen exchange.
1 of them is live and running. It has a perfectly stable connection running at 980mb/s up and down. (on the 1G package)

The other two properties however are a joke. One is literally 50 meters down the road from the connected property and gigaclear simply say connection and completion in January 2019. Despite the website material saying completion in August 2018. The chaps digging up the road have quite literally abandoned work for the last 3 weeks leaving cables and cones on the road.


If I had ANY alternative I would switch, however given they are the only provider I am well and truly stuck.

The reason I'm scouring this forum is trying to find a way to use the gigaclear router as a bridge for a decent router. The router they have provided really isn't suitable IMO. (Any tips gratefully received)

Our router repeatedly drops speakers for our Sonos system and despite a 1000mb/s wired connection, over wireless I'm barely getting speeds above 20mb/s even standing 10m with clear line of sight to the router. Hence the wish to install a decent router and just use gigalcear as a modem/accesspoint. Now I find out they prevent this.

I went and bought a TP link powerline range extender. This has improved things somewhat, however we are still having issues with the sonos dropping out and overall I'm miffed that the router they provide simply isn't capable of the job.

This post has turned into a rant. Apologies if it isn't particularly constructive!

Nick

1. There was someone on here that worked for GigaNotVeryClear. I don't know if he's still around or if he is still with them.

2. I've just written to the CEO to see if he can throw light on the darkness.

3. What's stopping you using a mesh system, that's my intention.

As in 2 above, I wrote to the asking for an installation date.

By return I received an apology for the runaround their CS had been giving me and an assurance that the matter would be looked into and a response would be forthcoming tout suite.

A week later, nothing, zip, nada. So I wrote again asking what was happening.

Again by return, a further assurance that I would be given the information when they had it.

Wrote again saying, in terms, that I thought I had fallen down a rabbit hole. No response, no information, nothing nada, zip, niente. I really do hope their tech is better than their knowledge of what's happening in their own organisation.

I am seriously thinking of cancelling my order.

[Jobbo]

If it's not possible to connect you yet, it's not possible - no matter how much info they provide. It could well be to do with obtaining an easement across private land; we were lucky that Gigaclear didn't end up needing to go across anything but council-owned verge to install the network near us.

I'm sure you'll forget about these hiccups when the service is up and running. It's lovely not needing to plan your downloads etc.

[IanA2]

Jobbo said:

If it's not possible to connect you yet, it's not possible - no matter how much info they provide. It could well be to do with obtaining an easement across private land; we were lucky that Gigaclear didn't end up needing to go across anything but council-owned verge to install the network near us.

I'm sure you'll forget about these hiccups when the service is up and running. It's lovely not needing to plan your downloads etc.

Except that they appear to simply have no idea about anything.

The cabinet has been sitting at the end of my Garden for three months.

There are no easement issues, but if there were I'd expect the company to know about them.

I live in the middle of a field, there is only one other property within half a mile.

Surely, someone at HQ knows wha's going on.

Apparently not.

[IanA2]

IanA2 said:

Jobbo said:

If it's not possible to connect you yet, it's not possible - no matter how much info they provide. It could well be to do with obtaining an easement across private land; we were lucky that Gigaclear didn't end up needing to go across anything but council-owned verge to install the network near us.

I'm sure you'll forget about these hiccups when the service is up and running. It's lovely not needing to plan your downloads etc.

Except that they appear to simply have no idea about anything.

The cabinet has been sitting at the end of my Garden for three months.

There are no easement issues, but if there were I'd expect the company to know about them.

I live in the middle of a field, there is only one other property within half a mile.

Surely, someone at HQ knows wha's going on.

Apparently not.

Still nothing from these people. Does anyone know the handle of the guy who worked for them? He might be able to translate their silence.

I've had a problem like this twice before. First time was when a computer supplier was going bust (it did).

The second time was when we were buying a property and the nice man from the SRA telephoned to suggest that we use another solicitor.

I had been wondering why the lawyer was never available!

[S6PNJ]

IanA2 said:

Does anyone know the handle of the guy who worked for them?

Read back through this topic and you'll soon identify him (I can't remember his name)

[IanA2]

S6PNJ said:

IanA2 said:

Does anyone know the handle of the guy who worked for them?

Read back through this topic and you'll soon identify him (I can't remember his name)

The reason I haven't done that yet is that there are several Gigaclear/BB threads.

Could take a while, but if no-one knows I'll give it a shot tomorrow.

I think I will cancel as iiuic, there are other isp's that can be used.

[IanA2]

IanA2 said:

S6PNJ said:

IanA2 said:

Does anyone know the handle of the guy who worked for them?

Read back through this topic and you'll soon identify him (I can't remember his name)

The reason I haven't done that yet is that there are several Gigaclear/BB threads.

Could take a while, but if no-one knows I'll give it a shot tomorrow.

I think I will cancel as iiuic, there are other isp's that can be used.

In fact he was on this thread. Cheers.

[IanA2]

IanA2 said:

IanA2 said:

S6PNJ said:

IanA2 said:

Does anyone know the handle of the guy who worked for them?

Read back through this topic and you'll soon identify him (I can't remember his name)

The reason I haven't done that yet is that there are several Gigaclear/BB threads.

Could take a while, but if no-one knows I'll give it a shot tomorrow.

I think I will cancel as iiuic, there are other isp's that can be used.

In fact he was on this thread. Cheers.

Rant.

It gets weirder and weirder. Given the absence of any response, I telephoned and asked to speak to Mike Surrey's secretary.

Nope, that part of the company does not take calls. OK, so I ask for the Delivery Director, as he's the guy who's supposed to be sorting my issue out.

Nope, can't: "...that part of the company does not take calls" Great. So I try a name I have, the "Quality Management & Training Lead, Customer Care" guy who's sent me a couple of emails.

Nope, I can't speak to him, or at least I could speak to him because although he's not in a: "....part of the company (that) does not take calls", he's simply not available. Fancy that.

All this was conveyed by an intrusive female twelve year old who demanded that I discuss the matter with her as she was CS and who refused to listen to me when I tried to telling her that all the people I had asked to speak to knew what I wanted and that the issue was that CS hadn't sorted out my original, rather simple question.

Rant over.

[Quickmoose]

I've replied to your PM Ian,

As a surveyor living remotely from head office now down in Devon, I've not got my finger on the pulse as I once did, that said I'm there tomorrow, so I'll ask a few more pointed questions and see what's what.
As for our Customer Relations and how you've been spoken to so far, I'll only say this, the company is small, if the departmental directors, build directors or even project managers had their contact numbers made public, none of the build would happen.
Sales, Service and Wayleaves are customer facing that's it.

Build managers can be approached in person and will help...I can too and am trying., but the issues facing us are numerous and dates programmed many months if not years ago are not always able to be met so easily, for every cabinet area that proves problematic, I think there are about 5 that go through without hitch. Land ownership, council noticing, material and staff resourcing, weather, holiday embargos etc all impact our best intentions.

The company as far as I'm aware is in rude health, recruiting relentlessly and moving to bigger offices as our 'area' increases, cash rich from serious investment backers....

I can sympathise and empathise about the delays (I live in a catchment area due to be built soon), it will always come down to patience and hope. If your address is down to be served, it will.
That's what I believe.

[IanA2]

Quickmoose said:

I've replied to your PM Ian,

As a surveyor living remotely from head office now down in Devon, I've not got my finger on the pulse as I once did, that said I'm there tomorrow, so I'll ask a few more pointed questions and see what's what.
As for our Customer Relations and how you've been spoken to so far, I'll only say this, the company is small, if the departmental directors, build directors or even project managers had their contact numbers made public, none of the build would happen.
Sales, Service and Wayleaves are customer facing that's it.

Build managers can be approached in person and will help...I can too and am trying., but the issues facing us are numerous and dates programmed many months if not years ago are not always able to be met so easily, for every cabinet area that proves problematic, I think there are about 5 that go through without hitch. Land ownership, council noticing, material and staff resourcing, weather, holiday embargos etc all impact our best intentions.

The company as far as I'm aware is in rude health, recruiting relentlessly and moving to bigger offices as our 'area' increases, cash rich from serious investment backers....

I can sympathise and empathise about the delays (I live in a catchment area due to be built soon), it will always come down to patience and hope. If your address is down to be served, it will.
That's what I believe.

Many thanks. Replied.

[Chuffedmonkey]

A lot of problems with new dev is simply that the higher up the food chain a certain person is, the less likely they will actually know what problems are on the ground. All they will do is roll the problem down hill and will probably never hear of the outcome. The problem is Gigaclear wont be in complete control. They will have issues with the local councils, wayleave etc. just because a cabinet might be near your premesis does not mean they have completed the means to get the hardware to that cabinet.

The amount of times I have heard of issues at ground level that the upper management are completely oblivious too is comical. Its like the middle management are to scared to raise issue higher.

I don't work for Gigaclear but do work in a similar industry. If history shows as it has in the past then Gigaclear will be bought out as soon as they pose a threat and have a certain amount of infrastructure in the ground. I do totally respect their business model though.

Edited. Just read that there are only a couple of houses in your area. Believe me you will be low down on the companies priority as its about new customer numbers for share holders.

Edited by Chuffedmonkey on Wednesday 25th July 21:53

[IanA2]

Chuffedmonkey said:

A lot of problems with new dev is simply that the higher up the food chain a certain person is, the less likely they will actually know what problems are on the ground. All they will do is roll the problem down hill and will probably never hear of the outcome. The problem is Gigaclear wont be in complete control. They will have issues with the local councils, wayleave etc. just because a cabinet might be near your premesis does not mean they have completed the means to get the hardware to that cabinet.

The amount of times I have heard of issues at ground level that the upper management are completely oblivious too is comical. Its like the middle management are to scared to raise issue higher.

I don't work for Gigaclear but do work in a similar industry. If history shows as it has in the past then Gigaclear will be bought out as soon as they pose a threat and have a certain amount of infrastructure in the ground. I do totally respect their business model though.

Edited. Just read that there are only a couple of houses in your area. Believe me you will be low down on the companies priority as its about new customer numbers for share holders.

Edited by Chuffedmonkey on Wednesday 25th July 21:53

I take all your points on board. That said, I've experience of running an organisation, and I would not accept the standards evident here.

No-one wants to be lectured by a pushy strident twelve year old control freak who's lost the ability to listen.

And when they tell me in writing that they will look into the matter and revert. They should do. Silence is not golden.

[Jobbo]

IanA2 said:

I would not accept the standards evident here.

If I were running Gigaclear, I would not be telling every potential customer all about the legal issues over getting wayleaves etc - I don't think they are doing anything wrong.

Currently they can't offer you a service. You're not yet a customer. If you were, you'd be entitled to be miffed. When they can offer you a service, no doubt they'll engage with you.

Disclaimer: I have no connection to Gigaclear other than being a happy customer. I was in your position not that long ago. I placed my order as soon as I was able, but with no knowledge of timescale to be connected until, literally, the day before I was connected. It matters not one jot when you're getting the service.

[IanA2]

Jobbo said:

IanA2 said:

I would not accept the standards evident here.

If I were running Gigaclear, I would not be telling every potential customer all about the legal issues over getting wayleaves etc - I don't think they are doing anything wrong.

Currently they can't offer you a service. You're not yet a customer. If you were, you'd be entitled to be miffed. When they can offer you a service, no doubt they'll engage with you.

Disclaimer: I have no connection to Gigaclear other than being a happy customer. I was in your position not that long ago. I placed my order as soon as I was able, but with no knowledge of timescale to be connected until, literally, the day before I was connected. It matters not one jot when you're getting the service.

For the avoidance of doubt. They HAVE offered me a service, and I HAVE signed up, DD's and all. I HAVE a customer number.

[Jobbo]

Have you paid anything? Pre-ordering anything doesn't guarantee it until it's available, whether it's a computer game, book or fibre broadband.

[IanA2]

Jobbo said:

Have you paid anything? Pre-ordering anything doesn't guarantee it until it's available, whether it's a computer game, book or fibre broadband.

I give up.

[Jobbo]

Sounds like you already have - but the point is, they can't offer you the service yet and by ranting and hassling them it won't be installed any sooner. So you might better expend your energy on something else

[Jobbo]

Oh, and to be as helpful as possible: I've checked the date I placed my order. That was 24 November 2017. They notified me that it was ready to install on 4 April 2018, and it was installed on 5 April.

[IanA2]

Jobbo said:

Sounds like you already have - but the point is, they can't offer you the service yet and by ranting and hassling them it won't be installed any sooner. So you might better expend your energy on something else

All my correspondence with them has been perfectly polite.

[IanA2]

Jobbo said:

Oh, and to be as helpful as possible: I've checked the date I placed my order. That was 24 November 2017. They notified me that it was ready to install on 4 April 2018, and it was installed on 5 April.

If you actually read what I wrote you might not write so.

ETA:
You're adding nothing, you're wasting my time, i shall no longer respond.