Gigabit Networks Avis 

Have had this internet company now for 4 months , speed is very slow , have been sent new router but still the same Complain on 1st of February 2024 but yet again nobody has bother to contact me , we are paying for 900mbps but not getting anywhere near this , they even managed to mess up the direct debit , but happy to send emails saying they would cut me off if i did not pay , on there app which they sent me to try speed test it was 53.10 down load and up load was 48.15 , in my opinion do not use and i wish i never used them

Been a customer since October 2023 and so far I've had nothing but issues.

The Fritz routers they send out are shocking. The WiFi speeds are terrible. I had to pay out of my own pocket for a TP Link Mesh system, just so I could benefit from the high speeds via WiFi. This was after spending a few hours on the phone to tech support.

Now we're in February and they want to take £133 off me because THEY haven't been collected the Direct Debit that was set up when I placed the order.

4 months into a 2 year contract...... Not great so far guys.

Changing ISP is a risk but I wanted real fibre and that meant moving to a CityFibre provider.

Gigabit Networks came out on top mainly due to price and no price increases over the duration of the contract.

My dealings with Gigabit Networks have been excellent. I called a couple of times and I was always answered quickly.

The service is now live and it is excellent. The router gives a better signal than my old one and the speed is fantastic.

The only suggestion I would make to them would be for some better communication around the dispatch and tracking of the router.

I am extremely pleased with my new ISP.

Unfortunately I've not had the best experience with this relatively new company to me. This issue I have is that I get between 600-900mbs through the day up 5:30pm then the speed drops through the floor. All evening I will then only get 10mbs download speeds sometime lower, that's 1% 0f what I'm paying for (900mb) It can improve on and off but I'll be lucky to see anything above 50mbs. The jitter and ping, jitter and packet loss are terrible during this period too.
Just to note I'm connected via ethernet with a Cat 7 cable using speed test that they recommend.

I have phoned twice and been promised a call back from one of the technical team but sadly nobody has called back. I'm really disappointed as I had high hopes for this company and as a job I lead a Customer Experience Team so I know what service should look like in both companies large and small. I'm hoping somebody does call me back and that I get it sorted but my confidence is low. I'll report back either way and hopefully in a positive way.
UPDATE 03.02.24
Well what can I say. I now have constant 900+mbs download & upload speeds, my ping is less than 10ms and my jitter is around 1ms with zero packet loss. My Xbox series x NAT is now open and my PS5 NAT is set to 2, which is perfect. I now have the perfect set up.
I had to call them back an was advised that they had configured my set up during the day. I’m so pleased with the quality of my connection now but such a shame that the communication was lacking. I’ve raised my rating to 4 stars now given the improvement and just 1 star off for the lack of engagement. Nearly perfect Gigabit Networks. I’ll report back if anything changes

I don't know how Gigabit selects their workers, but my experience with the customer service team (to overcome a few glitches and faults at the start of my contract) have been impeccable, namely workers Dayo, who went above and beyond to fix an issue with devices not connecting, responding to emails in a couple of hours max., and calling 24 hours after I'd raised an issue to check everything was fixed; and David (who just spent an hour on the phone to fix an issue following maintenance/an update). Their praises cannot be sung enough. And besides a few teething problems, my contract with Gigabit has been very solid (and they're easier to get hold of than any business I've ever dealt with).

Apparently there is an issue with Cityfibre which caused an outage, ok I get that.
The recorded message says check the customer portal for updates, apparently my service is 100% with no issues, despite having no Internet.
Ok, I'll give them a ring, no, you get a recorded message and then cut off.
Long story short, I wish I'd never signed up with Gigabit Networks!

Friendly installation. Installed where I wanted it .now let’s see if the product is reliable and customer care

The engineers who came round were amazing. Im not getting the speeds I thought at the moment and I'm getting lots of packet loss but ill raise this with Gigabit now and see how they resolve that challenge. This review is purely for the engineer. They were punctual, clean and very efficient in the install.

Installers were really good, job was completed fast and as per my request

Great service professional and polite

Avoid this internet provider at all cost. Very unreliable internet speeds. I had to cancel contract within my 14 day cooling period, but still asking me to pay the cancellation fee of £90. Had to get Citizen Advice and Trading Standards involved as they were not obeying Consumer Contract laws. Eventually got my service ceased without any charges. Don’t recommend to anyone. Just money grabber the lot of them. Worst Provider I have ever come across.

I was optimistic about this company offering high speeds and being cheaper than other isps. I should’ve known better. You don’t get the speeds they suggest, so much lag during gaming it’s unbearable at times and also kicks me out of games due to the amount of packet loss and high jitter rate. The Fritz router is ugly and only has two lan ports. Wifi range is dreadful. Only advice, stick to a big company player like Virgin or BT.

Jeff is always Fantastic when you speak to him

Gave me some good advice about my home network and how to ensure i get the 1ghz I am paying for
Going to implement his suggestions and check back with him, if i do or do not achieve it

Honesty and integrity are an important part of my world, and I did put a bad review about the speeds i was getting and that I was not happy

Still not getting 5G in any room apart from the front room, however I did receive a call from Jeff from Giganet today, and do have a huge respect for this guy.
He wasn't afraid to explain in plain English how I was overloading my Network, and how I could make it better.

When the 900gb system works, it is Brilliant, however Jeff has explained what I was doing wrong and how to correct ti

"WELL DONE JEFF, and THANK YOU" And Thank you again for the leaning curve

Communication is appalling. I joined in September 2023, via their website. Got it installed via City Fibre, no issues there.

The speed is just ridiculous low. Our router is in the front of the house (the front room) our TV room (next room) can't pick up signal, and when it does, all you get is buffering.

Rang them and explained, they said they send out an extender, I said on your website it mentions there is a monthly cost, Dave who I spoke to said, don't worry no cost I will sort it out. Next minute, I am being charged £5pm for it.... Gets better...

Rang them up and sent it back as I bought my own WiFi nodes (extenders)

Since joining back in September 2023 till now I have rang them up 3 times or more regards to speed issue... Nothing gets solved. I am connected to my nodes now... Speed is no way near 900meg I was getting much better, consistent connection with Plusnet!

Few days ago received couple of emails saying I owe them money as my direct debit no gone through.

From my side I should have checked that the money is going out, my bad.

Even I have rang them 3 times or more not once it was mentioned that I need to setup my direct debit, lol, what a joke. So now I have paid. But to leave I have to pay my money I owe them from day one plus £90 cancellation fee.

I only joined as I believe in supporting local business.

Speed I not 900meg. It will show higher speed on speed test. However, from my experience it's not high, as when I download files, it takes a long time.

If you are thinking of joining, please aware that the 14 day of cancellation is from the date you sign up, not when service going live.

Giganet, when you read this please reply and let's have an open conversation here.

I can't wait to leave.

Happy engineers Very good at their work

I decided to move to Gigabit Networks when CityFiber connected me. I made a contract in October, the initial speeds were great but I had problems with packet loss constantly. I called in to report and Dawid was quick to take the query and help me out, after few emails back and forth, asking to do some tested the issue was passed to Jeff. We had a long chat and together were able to diagnose the problem. It took few days where the internet was not the greatest and they made sure I would be compensated. I knew there have been some issues out of their control but both Jeff and Dawid worked really hard to get me up and running as quick as possible. Now I am getting the promised 900Mbps+ o both Upload and Download, with great ping, below 10ms latency and below 1ms jitter.

shocking service, signed up to the 900mb package just before Christmas 2023, and had my install two weeks ago. They cannot provide the speeds they advertise, no proper support for technical issues as they close at 8pm They claim the issue is with the number of devices despite me telling them that my Wi-Fi signal dips throughout the day. Morning speeds are only 240mbps in the evening they are even worse dropping to 3.85mbps after their support team have gone which is totally unacceptable. I have phoned them on 6 occasions each time they claim the speed is fine and it is my devices, Hannah the complaints manager called me back and told me to use their recommended speed test which I received a link via email I click on the link to find that the connection was not secure and that they do not guarantee speeds which is ridiculous. I have cancelled called Ofcom who have advised they have mis sold and to raise a complaint. I also checked companies house their two directors have their fingers in a lot of pies and each have a dissolved company which screams red flags to me.

Where to begin? I have been with Gigabit Networks since October. I have today (19/01/24) had an email saying I haven’t paid January’s payment and if it isn’t paid I will be disconnected and charged £90, despite being on direct debit. I regularly check my online account and it’s never shown as payment is overdue. I rang them today and they’ve told me no direct debt has been collected since the start. No explanation given why I haven’t been informed in the last 3 months of non-payment and no explanation given why direct debit wasn’t set up. No explanation why today’s email only referenced non-payment for January and not the previous months. I asked what their complaints procedure was, and the advisor said that a manager would call me back, which isn’t a complaints procedure (I don’t know if they don’t have a procedure or the advisor just didn’t know it). That was nearly 2 hours ago and no call back from a manager.

And final point- I signed up for 900mbps but have never got download speeds above 300mbps.

I would have expected a smaller company to work harder to gain and retain customers, but it wouldn’t appear to be the case with gigabit networks.

Great guys installed it. Very polite. Efficient.