Home broadband compensation

Giganet offers limited compensation for home broadband connections.

Although we had aspirations, and previously advised we were signed up to the voluntary Ofcom Auto Compensation Scheme in this help centre, we are not ready just yet for this.

However we are operating a compensation scheme - but this needs to be requested by customers after an eligible event.

Eligibility

• Home Broadband services
• Broadband services provided to customers that have 10 or fewer staff members.

Delayed repair

If your service stops working and the fault is not fixed within two working days (you’ll need to report the fault to us), you’ll then automatically receive £8 per day for each additional day until the fault is repaired.

So, for example, if you report a fault to us, but it takes us four working days to fix, you will be able to claim £16 (2 x £8 per day).

Missed appointments

We know how frustrating missed and cancelled appointments can be. That’s why, if an engineer doesn’t turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hours’ notice, you’ll be able to claim £25 compensation on your account.

Delayed provision

If you’re promised that a new service will go live on a given date and it doesn’t, you’ll be able to claim  £5 per day (including the missed start date) until it does.