Giganet Reviews 2,687

I had a supposed rep from Giganet knock on my front door. After 30 minutes he asked for card and bank details, when I refused he got quite angry. He kept returning to the house until I told him if he didn’t leave I would call the police. I contacted Giganet (3 times) telling them think this guy was scamming people under their company name and that this person frightened me, I was worried sick. Giganet could not of cared less. Never heard anything back from them. Disgusting. I’ll never use them.

Absolutely a joke.
Gigganet are the 3rd FTTP companies I have used and they are the worst. Still not received the SLA promised. Installation date was 8th Jan 2025, it is now end of July and still not sorted. Avoid at all costs. You have been warned

‼️ WARNING! If you’re thinking about getting internet from Giganet / AllPoints Fibre — think twice.

This has been my worst experience with any service company.

❌ They charged me for a non-existent debt, even though they admitted their mistake in writing and assured me the account was closed.
📩 Then I received letters from debt collectors demanding payment for a “debt” that never existed.
⚠️ This caused me serious problems and distress, negatively impacting my life and wellbeing.
🧠 Not to mention the stress, anxiety, and complete disappointment.

The company refuses to take responsibility, ignores their own promises, and shows zero care for the damage they caused.

⚠️ I do not recommend them to anyone. Avoid at all costs.

If I could give it -10 rating I would, due to the fact that they have given my number to a debt company that calls me 20 times a day using different numbers and they are abusive on the phone too ! What happened to GDPR ??? I am being harassed daily for your ⚽️sUP ! 😡

Unfortunately my experience with Giganet was not positive. I experienced issues with cancelling my account, and was told I owed the company money. For that reason, I would give the company one star! This was very distressing to deal with, however, Omar H. made the distressing experience easier. He resolved the matter swiftly and he was reassuring while the company concluded their investigation.

I have given this rating based on my experience with Omar H, NOT the Giganet service.

Was getting incredibly frustrated with them due to issues with cancelling my account, got through to a different support member today and she couldn't have been more understanding and helpful.

New connection installed just five days ago and already have a major outage.

Fine, I thought, issues happen. I'll just call support. Coming from Virgin, who everyone likes to complain about, I had a certain level of expectation for the service I would receive. This was absolutely not met - it was clear immediately that I was talking to someone that is just reading from a script. I notified the call handler that THEIR OWN STATUS PAGE indicates a DNS outage at the same time my internet connection went down. Totally ignored - I was just told to reset my router. I went through the status page info again, and again I was ignored.

I have been told that the issue has been escalated and that an engineer will be in touch. Nothing after 12 hours so I call again. I am told it could be up to two days before anyone can help me. Unacceptable.

It seems after reading the trust pilot reviews that I am screwed. Should have read them before switching, lesson learned!

I will keep this review up to date. If this issue isn't resolved in the next 24 hours I will be cancelling my direct debit and sticking with Virgin.

Giganet has consistently provided reliable service, and any issues encountered are typically related to City Fiber rather than Giganet itself. I am not pleased with the transition to a new company name, as I had hoped to continue my relationship with Giganet for many more years. However, circumstances change, and there is little we can do about it.

This is a third week with no Internet, after the engineer fixed the problem with the connection, I had to make a factory reset to the router and I have no access to it. Customer support refuse to fix the problem as they have super user access or to replace the router. Over two hours over the the phone with them, caused to me a huge stress fighting with incompetent support still no Internet. As result I have cancelled the contract and switched to another provider.
Avoid giganet or cuckoo fiber!!!

after years of promises this company has sold up and is now merged with cuckoo.
After years of waiting for there services to go live in my area, with promis after promis of 'coming soon', the new lines they installed everywhare in Totton by Giganet are not going to be activated by Cockoo and so we are left with an incomplete job and no FTTP.

I hope somone will pickup where Giganet left, but now we are left with overpriced Virgin Media as our only provider for 1Gb line speeds.

This review is about my experiences with giganet and the issues I’ve had and now Internet down again, front line staff are polite but they have no power to do literally anything but report it. I feel sorry for them they must get so many calls from disgruntled customers based on the way giganet is set up and the amount of teams a simple request has to filter through to. They cannot provide SLAs and everytime a tech issue has been raised the tech team who handle the ticket don’t action it and it falls into the abyss of internal process’ they can’t even call the team for an update. Your ticket goes through 3 teams before anything is even considered to be organised and no team actually communicate back to the other so getting an update it near impossible. Managers won’t speak to you most of the time and when they do they simply say they will escalate and nothing happens with that escalation. They are not part of the compensation scheme so you don’t get anything for the inconvenience either unlike with other major providers . I am also stuck on a full price package which was an offer that has expired and the offer said you can change your package any time but they are moving their systems over for months and months to cuckoo so say they cannot actually change your package which seems very questionable as I’m stuck paying full price for a speed I don’t need and keep being told come back to us in a few months when we have moved you over then we will sort it , very questionable ethics .
Honestly this is the worst run utilities provider I’ve ever had to use, front line staff are lovely and the engineers have always been fantastic but as a customer you have to battle and battle to get
through the process’ it’s honestly exhausting . Work from home which just adds to the stress and wife in healthcare also contracted from home the impact it has is not small. The best bit is even the frontline staff know and previous conversations even agree how awful it is .

Update- engineer came out today identified about 3 issues but has solved them. Again like previous the engineer was really friendly and polite and cracked on with the job and let me know when he finished. I wasn’t told they were coming but luckily I was home and I’m now back up and running.

If you do work from home just weigh up your options if you have them. I unfortunalty live where this for the time being at least is the only full fibre provider. Maybe the transition to cuckoo fibre will sort it all out who knows.

It’s been 2 weeks that I’ve not had proper working broadband with giganet. I have reported this twice already and been told that it is being chased up but then never get contacted by anyone to follow up. Engineers came midway through this 2 week period and replaced the ONT which seemed to fix the internet for 1 day but then it’s right back to not working. Have placed an order to switch over to Zen internet instead. Terrible service from giganet.

Was sold as fast RELIABLE and good customer service. That has lasted less than 2 weeks, service down for the last 2 days, reported but had ring again to check what was going on, still can't tell me when it's going to be repaired, customer service don't care, not helpful when we have a disabled person working from home (or not now).
I've gone back to Sky Broadband, stay well clear of Giganet/Cuckoo Fibre!!!!!

I have been a Giganet customer for 1 year and I have trouble free fast internet for the whole period.
Very pleased with the service they provided from the commissioning to the initial installation.
Sadly I have had to cancel my contract but would like to thank all the staff involved with my installation.

I have to say, Gigabit is by far the worst internet provider I have ever used. The constant drop-offs in service are incredibly frustrating, and when I call customer service, it feels like I’m just speaking to ticket handlers who have no technical knowledge to help solve the problem. There's no troubleshooting offered over the phone, and when I request an engineer to come out to the property, I’m told it could take up to 48 hours for the issue to be resolved.

This is a huge issue since both my partner and I work from home and have been dealing with intermittent internet issues for the last five days. And this isn’t the first time it’s happened. To make matters worse, when speaking to customer service, they claim an engineer will visit the property the next day — but that’s just a joke. We raised the ticket on Friday, have called every day since (except for the weekend, because they don’t offer customer service then), and still, no resolution.

I asked for SLAs (Service Level Agreements) due to the constant disruptions, but it’s clear this company has no regard for customer satisfaction or reliability. We’ve finally decided to switch to another provider, as Gigabit is absolutely useless. I strongly advise anyone looking for a reliable internet service to avoid this company at all costs.

Do yourself a favor and steer clear of Gigabit.

I cancelled my Giganet service in October, my new provider, Zen, started services 30th October 2024.

Yet the appallingly, abysmal Giganet are still, despite being informed 3 times that I no longer take services from them, sending my invoices for services they do not provide.

At one point, this incompetent company gave me one years service, free of charge because they failed to implement the billing process, Direct Debit, at their end.

How useless can you be and yet, still be in business?

Today I started the switch to another provider owing to the worst customer service I've ever encountered. Twice now I have complained about the broadband dropping out and twice I've been assured that an 'engineer' would contact me but all I've had is two emails saying the problem is fixed. It is not fixed! It went down again last night and so I telephoned again this morning only to be told that they don't know if or when the switch to cuckoo will be complete or what is happening to my line. I tried to escalate the issue by making an official complaint only to be told that the person I was talking to would be handling that too, so support case CS0221202 was opened and closed within minutes! This is a complete joke and so I am adding my voice to the hundreds of complaints and 1 star ratings flooding trustpilot and as they don't seem to care about losing customers I doubt they'll respond to this review either. What really is a shame is that the line has been rock solid since installation 14 months ago but if they can't tell me what's going on or when it'll be resolved then they give me no choice but to leave.

Giganet is fine when it works. The problem is when it doesn’t work. I’ve experience problems with the signal dropping out, red lights on the router and also the signal has been intermittent at times despite being on the top 900 package. Every time I ring them they answer quickly and say they’ll pass it on. That’s when it all goes wrong. They do nothing, they don’t repair faults, they send you emails saying you need to do X Y and Z which I do but it changes nothing. They then go quite on you. They never call you back. I don’t think they care once you're signed up! Dreadful customer service when it goes wrong! My problems have occurred on and off throughout 2024

I received an offer from Mr. Mo very professional and he was really interested if I had sent information about the installation. The installation came quickly, but the signal is promised after a week and many calls.

Just signed up and been told they cant install i go to contact them and on hold for 25 mins with no pickup and also tried another number which just kepy ringing and no answer avoid at all cost will be canceling my package thanks for nothing