Giganet Reviews 2,687

I have been with Giganet for just over a year and my internet went offline 16 days ago. All ONT and router lights were normal but no signal shown on my devices. New router delivered 2 days later same results, all lights normal still no signal.
Having done numerous factory rests as requested by customer service all to no avail. Further router delivered 2 days ago still same result all lights favourable no signal.
Inspite of requests for engineer visit for the last 12 days Giganet refuse to comply, saying its my problem not there's
How do I resolve totally unacceptable service

Installed nearly 2 weeks ago and still no internet service! I was convinced by a salesman to cancel my sky as I had only just signed up to it due to moving into my new home. I was looking forward to the fast speeds that Giganet offer but after chasing them daily for updates and getting nowhere. I will be cancelling my plan and heading back to Sky as I don’t want to risk waiting another 2 weeks and getting nowhere. Anyone looking to get quick broadband installed I would stay away from Giganet.

It is now day 10 since an engineer came to install our internet and we have not had a connection since. Customer Services do their best but can only escalate my case (convenient that it only seems to get escalated when I call!) One of the team members also hung up mid call. The tech team do not take phone calls (convenient!) And no one can tell me exactly what the problem is and when I will get an internet service. When you ask to talk to a manager they are in meetings (also convenient!). I'm looking forward to phoning again in 2 days time when I'm sure I'll be told that they understand my frustration, my case will be escalated and I will receive another update in 2 days time.

If someone could let me know a reputable internet company who can get me set up before Christmas I would be greatful.

Beware signing up to Cuckoo, Giganet, Swish Fibre, Jurassic Fibre, Fern Fibre, Allpoints Fibre and SFP fibre which are all the same company.

Very friendly and helpful

Have had similar experience to Katie J re good installation initially then waiting week for ability to activate service (still waiting). Have spoken to Customer Service several times, they are pleasant and appear to be trying to resolve issue but are unable to give any actual answers as appears is a completely different department that do not communicate. Apparently they do not have a direct line for customers to speak to (wonder why!!!!). Apparently the engineers / techies are waiting for someone in a different department to 'flick a switch'. If not resolved soon will cancel transfer from BT.

I posted this review for Giganet but understand that Giganet has transferred to Cuckoo so posted here as well...
If I could give a 0 star rating I would.
I reported my internet had
stopped working yesterday (which is essential as I work from home!). Customer service team could only raise a ticket but could not give any idea of how long it would take for the technical team to resolve the issue or even get back to me as wait time is 8hrs minimum. I was told they could not (or would not) put me through to the technical team to discuss timescales directly or whether an engineer call out was required etc - apparently the Customer Service Team has no phone access to the people who are supposed to fix connection issues which is unbelievable not to mention a poor standard of service. I asked to speak to a manager but apparently they can only email a request for a manager call back which will take 24hrs as per their process! Total waste of time... when I signed up for broadband, I was assured of good customer service but guess that is just the cr*p they tell you to make a sale.

Support closes email tickets without even rewaching out.

Victor is an asset to this company, he explained everything so well and made my decision to switch to Giganet so much easier.

Last night I went on the Giganet website and put that I wanted a call back, by this morning I got a text from Des who was happy to come and visit the house at my convenience to discuss the different options. He was able to not only beat my current broadband price but also with a much better/faster broadband.

He was also super friendly, really took the time to explain everything to me in detail and made me feel very happy with my decision. Very happy customer.

Des was a real people's person, not a door to door salesman, he told me everything i needed to know about the broadband and how easy it was to leave my supplier(which they do for you) he wasn't pushy with the sale, he gave me space and time to decide . A real asset to the company

Internet came down on 20th Nov, rebooted it, it seems external issue, reported it, I haven't heard anything two days after, the worst time as my heating system is relying on the internet, explained to them that we've got vulnerable people living in the house... I've got a ticket number, but there is no tracking system to see the update anyway.

Every few months the router goes to Mars n never returns.

Truly shocking support!! Would give them zero stars if I could.

Should of been a simple connection on the 11th of November. By the end of the day still no connection. After almost two weeks of daily calls to report that it still isn't working. I have got no where. Zero communication from them as to fixing the issue, you just get "the IT team will look into it, when available"

Every time you call, they just ask you to reset the router and try connection.

Not happy, stay way from these cowboys.

I am now adding to my previous review about the great service I have had with Giganet/Cuckoo.
The engineer turned up spot on time this morning and was very helpful and professional and attached both connection boxes exactly where I wanted them I couldn’t of asked for a friendlier and helpful person.
Both he and Des are a credit to your team.

They took 2 payments in 1 month

Scammers

Wi-Fi is shit n slow

When the internet is working it brilliant just hope no one has the issues we have had … we have now been with out service since last week they sent engineers to fix Saturday temporarily fixed gone again after a few hours … we have now been waiting days for another engineer to turn up no one has come

We have just had Giganet installed and all good so far. Simon Spencer, who was our first point of contact, was extremely friendly, helpful and knowledgeable. He even came to see us after our initial phone call. The engineers were also very friendly and the installation was extremely smooth. The times for each stage were convenient to us too. Hopefully, all will run smoothly, but we know if we have any problems, they are just a phone call away.

When I first became a customer of Giganet it was awesome, Minimal wait times when calling, instant response on tickets opening etc. Then 7 months later I had an issue, sat for over an hour waiting for someone to answer, put the phone down and put a ticket in instead. Luckily it came back on itself but they still took over a day to respond. This became a constant issue if you ever tried calling in there help line you would be sat 30+ minutes before anyone would answer and tickets became days to get a response. Frequent disconnects overnight with no maintenance planned on there maintenance page. Moved provider and have had no issues since.

Don't waste your time posting review, this business is no longer trading under the GIganet name.
Cuckoo is the one you want.
This is now the retail anchor tenant broadband ISP for the newly consolidated AllPoints Fibre network.
FTTP networks from Jurassic Fibre, Swish Fibre and Giganet.
Cuckoo announced mid September 24 that the old Giganet brand is being retired and remaining customers fully migrated to Cuckoo. Which may account for some of the disgruntled and confused customer spleen venting on TrustPilot. Come on TrustPilot keep up.
I would suggest those customers post duplicates on the TrustPlot Cuckoo section. Until hopefully, Cuckoo and TrustPilot get their act together and bury the confusing and toxic waste generated via Giganet reviews!
Before another brand name change occurs? eh…CityFibre maybe?

My connection went down last week Friday and after nearly 20 odd calls to Giganet sometimes holding for 2 hours ( weekend) it's still dead and nobody at their useless support line knows what to do. Avoid this 2 Bob firm at all costs. Go elsewhere for internet.