How to Contact Gigaclear Customer Service

If you need to contact Gigaclear customer service, you’ll be happy to know there are several ways in which you can do so. In this Gigaclear customer service guide, we will explain each way you can reach the provider - be it over the phone, by email or live chat, or in writing. And if you’ve got a Gigaclear complaint, we’ve broken down the steps you should take to get a successful resolution. Keep reading to find out how to contact Gigaclear customer service.

Gigaclear Customer Service

Rural broadband customers who are connected to the Gigaclear network can get in touch with Gigaclear customer service for a variety of reasons such as:

• Billing questions
• Technical support
• Installation questions
• Moving home
• Etc

There are several ways in which you can contact Gigaclear customer service, and unlike some other Broadband Providers, Gigaclear has different numbers depending on what your enquiry is about. However, you will still need to follow the IVR to be able to get through to the right person who can help you at Gigaclear customer service.

You can follow the table below to find the right number, and options, for your Gigaclear customer service query.

Gigaclear Customer Service for Business Customers

If you’re a Gigaclear business customer, you can use the following IVR menu options to speak to a Gigaclear customer service representative.

Gigaclear Live Chat

Like most broadband providers, this one makes it easy for customers to contact it via Gigaclear live chat. This means you can get help without making a phone call and waiting on hold or pressing several buttons to get through to someone.

To use the Gigaclear live chat service, you will need to follow these steps:

1. Go to the Gigaclear website
2. Choose Support from the main menu
3. On the right hand side look for the yellow “CHAT IS LIVE” button
4. Click it and enter your details
5. Finally click “Enter Chat”

In most cases, a Gigaclear live chat representative will join the chat quite quickly, however if they’re busy you might need to wait a little longer.

Before you begin a live chat, you will need to make sure you have the following information to hand:

• Your name
• Email address
• Post Code
• House number and/or name
• Your customer number, if you’re an existing customer

Gigaclear Live Chat Robot Assistant

Another clever feature on the Gigaclear website is the Gigaclear Robot Assistant. It can quickly help you with non-sensitive questions and offer advice on a variety of topics such as:

• Billing
• Service Status and Outages
• Sales
• Etc

The robot assistant is able to answer many questions and will reply immediately with instructions on what you need to do to solve your problem. To access the Gigaclear Live Chat Robot Assistant, just look for the orange chat icon at the bottom right hand corner of your screen.

Email Gigaclear

If you don’t want to speak to anyone about your issue right away, then you can opt to email Gigaclear instead. This is a great option if you have some attachments such as screenshots or bills that you would like to send to Gigaclear to look at.

There are several email addresses for Gigaclear, you can choose the best one for you from the table below. Just remember to include your Gigaclear customer number and installation address when you contact Gigaclear by email. This will avoid unnecessary back-and-forth emails, which can extend the time it takes to sort out your query.

How Do I Complain to Gigaclear?

At some point, you might have a bad experience with Gigaclear. If this happens, you’ll need to make a Gigaclear complaint. There are a few steps to follow to make sure your Gigaclear complaint is dealt with appropriately, so follow the instructions and hopefully you can get a speedy resolution.

Gigaclear Customer Complaints Code

Gigaclear has a Customer Complaints Code that is approved by the telecommunications regulator, Ofcom. So you can be sure your complaint is taken seriously.

The Gigaclear Customer Complaints Code outlines the following:

1. Upon receiving a complaint, Gigaclear will acknowledge your contact via telephone or in writing within 24 working hours.
2. Gigaclear will keep you informed of the progress of your complaint, proposed actions and the expected time frame for resolution.
3. Gigaclear's aim is to resolve complaints in a timely manner and will aim to reach a resolution plan within three working days.
4. Complex complaints may take longer than 3 working days to provide a resolution plan. In these cases, Gigaclear will regularly update you on the progress and likely time frame for resolution.
5. Gigaclear will advise you of the outcome of your complaint in writing, once a resolution has been agreed.

Steps to Make a Gigaclear Complaint

The first step to make a Gigaclear complaint is to get in touch with Gigaclear customer service. You can do this over the phone or by writing to Gigaclear. If you’re complaining over the phone, the representative you speak to will try to resolve your complaint right away - in fact, Gigaclear claims to solve the majority of customer complaints at the first point of contact.

You can make your complaint in the following ways:

If you’re making a complaint in writing, Gigaclear outlines in its complaints code that you will receive a confirmation that your complaint has been received within 24 working hours.

If you’re happy that your complaint has been resolved, Gigaclear will provide you with written confirmation that your complaint was successfully resolved. However, if you’re not satisfied with the outcome of your complaint then you can escalate the complaint to the second stage of the complaint process.

To escalate your complaint, you will need to email the Gigaclear Executive Office. Again, your complaint will be acknowledged within 24 working hours. The Executive Office will investigate the complaint thoroughly to make sure it was correctly dealt with in the first instance, and where possible, try to resolve the complaint. Below is the email address for the Gigaclear Executive Office.

You should give Gigaclear a few days to fully investigate the complaint and you can also request a second opinion from a member of the Senior Management Team if you’re still not happy with the outcome.

If you’ve exhausted all available options and Gigaclear haven’t been able to resolve your complaint, you can submit your Gigaclear complaint to the Telecommunications Ombudsman. This is an independent organisation that will look at both sides of the complaint and mediate to find a resolution. The Ombudsman will provide a binding resolution that Gigaclear must abide by.

You can only escalate complaints to the Ombudsman if you have met either of the following criteria:

OR

• At least eight weeks have passed since you first made the complaint
• You’ve received a “deadlock letter” from the provider

Below are the contact details for the Telecommunications Ombudsman.

• Phone: 0330 440 1614
• Email: [email protected]
• Post: Ombudsman Services: Communications, P.O. Box 730, Warrington, WA4 6WU
• Website: https://www.ombudsman-services.org

If you’re getting in touch with the Ombudsman by phone, you should know that its opening hours are Monday to Friday from 8am until 8pm and Saturday from 9am until 1pm.

What does the Ombudsman do? The Ombudsman handles only the most serious complaints against Energy Suppliers, Broadband Companies and Mobile Providers. They are independant and the decisions the Ombudsman make are binding towards the supplier and providers. You can learn more about what the Ombudsman does in our Guide to the Energy Ombudsman.