FAQs

Search or browse through our frequently asked questions.

  • What's the difference between SuperBOLT and UltraBEAM?

    SuperBOLT is a FTTC (Fibre To The Cabinet) service whereas UltraBEAM is a FTTP (Fibre To The Premises) service.

    SuperBOLT connections are delivered via a fibre running to the nearby cabinet and from there to the premises it’s over copper. The length and condition of the final copper cable connection is what determines the speed and reliability of the service.

    As UltraBEAM services are delivered with a fibre connection all the way to the premises, they can offer higher speeds compared to SuperBOLT. UltraBEAM is a pure-fibre broadband service, unlike SuperBOLT, UltraBEAM services are immune from sources of interference and speeds are not affected by the length of the fibre cable.

  • Do you offer backup services?

    Yes, managed backup or failover is available for all Giganet ELITE and IGNITE products. This means that the advanced managed Juniper SRX router we provide will be able to seamlessly and automatically failover your connectivity to the redundant backup circuit, retaining your IP addresses, and fail back without any intervention from yourselves.

    Giganet are able to offer a range of backup/failover options depending on your requirements and budgets. For instance, we can add a SuperBOLT FTTC broadband connection to a fibre ELITE leased line service for the lowest cost and simplest option.

    Each connection will route via an alternate carrier and terminate in Giganet’s core network in an alternate exchange. For higher levels of resiliency, we can provide dual HA (high availability) configured Juniper SRX routers, offering local hardware redundancy. The highest-level option is RO2 with HA routers. RO2 and HA routers ensures that two fibre ELITE leased line circuits enter your property in different locations onto the different Juniper SRX300 routers. The fibre then routes to different exchanges avoiding any pinch points, different backhaul collector nodes to Giganet’s core London network, and terminate into different Giganet London Data Centres. This is the ultimate form of resiliency and is available across much of the UK.

    If you would like more information on our resilient options then please click HERE.

  • What is a Giganet Local connection?

    Giganet have strategically installed our equipment into a number of telephone exchanges across the south of England. This means we have direct access to the fibre cables that serve the local surrounding towns and villages. Therefore offering the best prices, highest level of communication and ensuring we’re able to offer customers the most competitive services.

    Due to Ofcom regulation, Giganet’s buying power in the exchanges is the same as the largest providers such TalkTalk, Sky, and BT Retail themselves. However unlike those providers, we offer dedicated account management from a local team that you know and can trust.

    Giganet Local cuts out the middlemen usually associated with broadband and leased line connections. Cutting out the middlemen results in improved pricing, lead times and communication.

    Giganet Local also means we’re at the front of the wave of the new Openreach innovations, products and services that are released. These typically take the larger wholesale providers months and years to commercialise. Services such as Ultrafast FTTP broadband and G.Fast broadband, SOGEA which removes the need for an analogue line with broadband, are some of the services we’re able to offer.

  • What level of support do I get from Giganet as a business customer?

    Unlike most other business broadband providers, Giganet offer 24x7x365 support with a 6 hour SLA for resolving critical issues, even for FTTC/FTTP broadband circuits. Most other providers do not offer this standard of care for broadband circuits and instead focus on price being the main factor for their service. Connectivity is so critical to organisations that we only offer the highest available standard of care and service with our broadband services.

    ELITE (leased line) connections feature a proactively managed & monitored Juniper router, allowing us greater insight into the health and performance of your circuit. This means that in the unlikely event of any line issues, we would be alerted and able to resolve the issue, probably before you even realise there is a problem.

  • What are your SLAs (Service Level Agreements)?

    SLAs vary depending on the connection type you have:

    • Local, National, Glide and CityFibre ELITE: 6 clock hours for logical faults.
    • Local, National and CityFibre SuperBOLT, SuperBEAM and UltraBEAM: 6 clock hours for logical faults.
    • Glide SuperBOLT, UltraBEAM: 8 working hours for logical faults.
  • Can I have more than 1 static IP address?

    Giganet provide a /28 block of IPv4 static IP addresses for ELITE (leased line) services as standard. Additional IPs are available, subject to approval, charge and after an IP justification form has been completed.

  • How do I order?

    Our website has been designed to offer you instant service availability and pricing information, for broadband (BOLT/BEAM products) as well as our leased lines (ELITE products). All of these can be ordered online where the Order button appears next to the service. Once we receive a web order, we will validate your details, confirm that the service meets your requirements and set expectations. Then we will send a formal DocuSign electronic contract to confirm the order.

  • What if a type of connection is not available in my area?

    Although our website availability checker and internal tools are sophisticated, sometimes there are circumstances which make it impossible, more difficult or more expensive to deliver the service you ordered. A site survey, as part of the provisioning process, will identify issues like this. If there are any, then don’t worry as we will not hold you to the contract and we can advise on your options. Giganet has the widest selection of carriers and services in the market, so we’re confident we will have something alternative available.

  • When should I cancel my existing connection?

    If we’re provisioning a new service alongside an existing, then we recommend at least a 2 to 4 week overlap before ceasing your existing service, that is if you no longer require this original connection.

    Our order provisioning team will keep you updated along the way and set expectations on when your new service will go live. However dates can slip, even at the last minute, so we always recommend erring on the side of caution.

    Please ask us if you’re uncertain about the estimated dates your new connection should go live.

  • How do I make payments?

    You will set up a direct debit with us at the point of ordering/signing the contracts with us.

  • What happens when my contract term finishes with you?

    At Giganet we’re passionate about being proactive with our customers. This means that our customer service team usually contacts customers with ELITE (leased line services) prior to the end of the initial term, outlining renewal and/or upgrade options. If there is no correspondence in either direction, then the existing service will auto-renew into a new minimum period; this is usually a further 12 month term, however this could be different depending on the contract terms. Please see the original order contract and terms and conditions for further details.

  • Can I pay by any other method rather than direct debit?

    No. To provide the most competitive prices and for automation, Direct Debit is required for all customers.

  • What are the lead times for installations?

    Subject to survey and wayleaves:

    • Local/National SuperBOLT – typically around 2-3 weeks
    • Glide SuperBOLT – typically 20 working days
    • Local UltraBEAM – typically around 10 working days
    • CityFibre UltraBEAM – Typically 45 working days
    • Glide UltraBEAM – typically 65 working days
    • UltraBEAM on Demand – typically around 100 working days+ (most complex)
    • Local/National ELITE – typically around 65 working days
    • Glide ELITE – typically 65 working days
    • CityFibre ELITE – typically 45 working days
  • Will a Giganet engineer visit me at the premises?

    Unless otherwise stated, all Giganet services are remotely provisioned. Pre-configured hardware is shipped to your office (if included with your service) for you to connect up after the underlying service has been installed. Quick start guides and telephone-based go-live help is provided as standard. If you feel like you would benefit from an engineer visiting to assist with the connection and go-live testing, we can provide a quote for the visit and arrange a suitable date if you contact our Giganet team.

  • What are ECCs (Excess Construction Charges)?

    Depending on how much work needs to be carried out to complete your installation, there may be some ECCs involved. On some connections there’s a threshold/allowance before you will be required to fund them. For Local ELITE and most National ELITE services this threshold is £2,800+VAT. ECCs usually become apparent and are confirmed after the surveys have taken place. The survey usually completes 3-5 weeks after your order has been processed. You will be notified if you have ECCs involved (that exceed the threshold if applicable) after the planning stage is confirmed. Once we notified you of the ECCs you then have the option of whether you want to continue with the installation or not. If there are no ECCs involved, the installation will automatically proceed.

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