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) broadband service whereas UltraBEAM is a FTTP (Fibre To The Premises) broadband service.

    SuperBOLT connections are delivered via a fibre running to the nearby cabinet and from there to the premise, it’s over a twisted copper pair (BT phone line). 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 premise, they not only offer much faster speeds compared to SuperBOLT, but they are also immune from sources of interference, issues with copper jointing, and speeds are not affected by the length of the fibre cable.

  • Do you offer backup services?

    Connectivity is now the lifeblood of most organisations, so relying on a single uplink connection is probably a bit risky, even if the SLAs and care level are very high. Nothing is 100% immune to problems, and 100% uptime SLAs offered by some providers doesn’t mean they are more reliable – it’s marketing.

    The great and reassuring news is that as Giganet owns and operates its own ISP core network, we have a huge range of options that we can tailor. As we own and operate this, we can be sure of the differing levels of resiliency/backup that each solution provides. Can other providers give you this assurance?

    We offer a wide-range of backup/resilient connectivity options subject to your requirements:

    • Fully managed automated failover retaining IP addresses across two circuits
    • Utilising multiple wholesale carriers for the backup circuit
    • Different access technologies for the backup – leased lines, broadband, FTTC, FTTP, ADSL2, EoFTTC
    • Utilising Giganet’s three different data centres/POPs for the termination in our ISP core
    • 3G/4G failover options
    • VRRP HA (high availability) Juniper SRX300 and SRX340 router options
    • BGP routing with BFD failover for sub 1 second automatic failover in some configurations.
    • RO2 (Resilience Option 2) completely diverse entry/exit points, separate fibre routing, different exchanges, different collector nodes, different backhauls and different exchanges.

    M12’s core ISP network by default is resilient with multiple connections to LINX and LONAP IXP Internet exchanges, as well as to Tier 1 IP Transit networks from GTT and NTT. We also operate a diverse private wave between our three data centre locations. Our data centres are operated in Tier3 (3 is higher than 1) facilities, where we have access to diverse power feeds, generators, UPS, power feeds and air conditioning.

  • 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?

    For all broadband services, including SuperBOLT, SuperBEAM, UltraBOLT and UltraBEAM services, Giganet provides 1 IPv4 static IP address.

    For all leased line services, including IGNITE and ELITE services, Giganet provides up to a /29 block of IPv4 static IP addresses as standard at no extra charge.

    Additional IPv4 addresses are available for broadband and leased line services, subject to limits (/29 for broadband and /27 for leased lines), Giganet approval, extra charges (£3/IP/month) and after an IP justification form has been completed.

    Complete the IP justification form now.

  • 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?

    Sadly not.

    To provide the most competitive prices and for automation, Direct Debit is required for all customers.

    Customers are protected with the Direct Debit guarantee.

  • 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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"After experiencing issues with our previous line we upgraded to a dedicated Giganet ELITE Leased Line and are pleased to say that the speed, bandwidth and reliability improvements have enabled us to work more efficiently and provide us with a future proofed service that can adapt to our needs as we grow."
Paul Lambert, Director, Buckland Development Ltd.
Thank you for the outstanding level of service we consistently receive in terms of network performance, reliability and customer support.
Weston Digital
We continue to be extremely pleased with the service we receive at a very competitive price.
Amanda Keegan, PA to Chief Operating Officer, Solent Stevedores