The coronavirus COVID-19 pandemic has had a profound effect on us all. Our key objectives are the safety and welfare of our colleagues and customers, and the continued provision and maintenance of our services.
All staff at Giganet are now working from home, and most have since 18/03/20. We will continue to do so until the advice from the Government changes. The technology we operate internally permits us to operate the business at a near 'business as usual' status whilst working from home.
Naturally with the significant updates communicated by the Prime Minster on Monday 23rd March, movement of people has now been formally restricted to only the most essential activities in order to keep the public safe, and protect the NHS - something we at Giganet are fully behind and supportive of. This change has already had a big impact on the provision of any Openreach, Colt, Glide and Virgin Media services, in that for most organisations and homes, any in-premises work is delayed for many weeks (see below for a further breakdown). There are some exceptions for Critical National Infrastructure organisations as well as vulnerable customers. Repair works will take place as usual for any external repair works. Some suppliers such as CityFibre are continuing as much as possible, but naturally following the social distancing (2m rule), as well as stepping up hygiene. More on our supplier's response and how this will impact you can be found below.
The pandemic as well as the actions taken by the Government will have a profound effect on many homes and business, and the telecoms and connectivity sector is no exception. Significant changes to the way that our suppliers are able to operate will come into force, and we'll outline them here.
However, we're here to do our part to help our customers get through this, by maintaining communication services and assisting you through your own changes in working environment when it comes to the communication set up. We will be busy at times, and our responses may not be as fast as we're usually known for, however we'll help you as soon as we're able to where we can.
Lastly, things are changing at a fast pace; it was hourly at the start of the pandemic, now daily. Therefore the information on this page may be subject to change. We'll endeavour to update this as soon as we hear anything changes.
- All staff are home-working.
- Our usual telephone numbers, and other methods of contact are fully operational.
- Some of our suppliers have announced major changes to their way of working, more on this below.
- Our supply chain are regularly keeping us updated with their status and procedures - any material changes will be communicated here.
- The Giganet network remains fully operational and will continue to be monitored and maintained 24x7x365.
- Up to 09/03, we were only a business-to-business provider of connectivity services, and therefore our network demand will decrease as customers start to work from home. We don't have many consumer customers yet, and therefore there will be no impact to network demand from these customers.
- We therefore have plenty of network capacity for our customers to rely on their connections for any on-premise work or remote access that leverages a Giganet connection.
- CityFibre: orders progressing as normal where possible. Delays likely if 3rd parties are required for wayleaves, permits, traffic management.
- Colt: orders requiring site visits suspended to at least 30/04/20. Repairs prioritised for critical national infrastructure organisations.
- Glide: We are awaiting formal guidance, however it's likely that they are following Openreach's status.
- Openreach: orders requiring site visits suspended to at least 01/06/20 for most customers. Provisioning to Critical National Infrastructure organisations shall continue where possible. Non-appointed visits not requiring customer in-premises works continuing as normal. Repairs prioritised for critical national infrastructure organisations.
- Virgin Media: orders requiring a site visits will now be suspended until at least 27/04/20. Only orders for Critical National Infrastructure shall be unaffected during this period.
I'm a business customer with an in-flight order, will this be unaffected?
This depends on the type of connection you have on order, and the underlying carrier being used.
- CityFibre ELITE & UltraBEAM services:
- In-flight orders should be unaffected.
- Engineers shall be taking all necessary precautions such as social distancing, and requesting customers are in alternate rooms whilst they are carrying out any indoor works.
- National ELITE services using an Openreach, Virgin Media Business, Colt or Glide fibre circuit, National, Local and District UltraBEAM services (FTTP broadband), or National UltraBOLT (G.Fast broadband) using Openreach or Glide circuits:
- All circuits using an Openreach circuit will not be completed until after 01/06/20.
- All circuits using a Colt circuit requiring site visits will not be conducted before 30/04/20.
- Any external works will continue to be progressed where possible, however Openreach, Colt, Virgin Media and Glide have suspended any engineering visits that require works to be completed within a customer's premises for the time being.
- National SuperBOLT (FTTC broadband):
- If you already have a working PSTN analogue line, then the process to provide a FTTC SuperBOLT connection over this will continue to be progressed as normal.
- If you don't have a working PSTN analogue line, and we cannot start a stopped line within your premises, then we may not be able to provide the service until after 01/06/20 inline with Openreach preventing any indoor customer visits.
- Migrations of National and Local SuperBOLT (FTTC), UltraBOLT (G.Fast) and UltraBEAM (FTTP) services:
- If you are migrating from one provider to Giganet, using the existing service, then those migrations should be unaffected as no site visit will be required.
In all cases, we expect that any in-flight order may be subject to additional delays due to the COVID-19 crisis, and therefore please be aware that any standard lead times mentioned may be subject to additional delays that are outside the control of us or our suppliers.
If you have any concerns or questions, please ask your Giganet provisioning contact by replying to the ticket.
I'm based in Salisbury, and want a full-fibre connection, I thought that we could order from 1st March?
As a result of Openreach suspending all indoor engineering visits until 01/06/20, we have had to sadly suspend all orders for full-fibre Salisbury UltraBEAM services until further notice. (Openreach are the fibre network provider who have installed the new infrastructure around the city.)
I'm a business customer with an in-flight order, can I pause the installation until we're back in the office?
This is possible to arrange. Please ask your Giganet provisioning contact by replying to the ticket.
I'm a business customer with an existing live connection, will it continue to function as usual?
Yes. Our network is continuing to operate normally, and we're monitoring and maintaining it 24x7x365.
Our network has plenty of capacity, (as we always ensure that we're not the bottleneck) and we're seeing no congestion anywhere.
I'm a prospective business customer, can I still order a service?
Giganet business orders are remaining open, and we'll continue to accept them into our systems. However depending on the carrier chosen, then this could impact the lead time.
For any services that are using an Openreach carrier circuit, including fibre leased lines, FTTP full-fibre broadband as well as G.Fast broadband, as these all require an indoor site-visit to be installed, the appointments for any indoor works cannot take place until after 01/06/20. Any exterior works in the network or outside of your premises will be completed in the meantime, however any works indoors, and the final connection won't be able to take place until after 01/06/20. This is due to an Openreach restriction to protect their engineers as well as customers by not completing any works are not deemed essential.
For services that are using CityFibre, Virgin Media or Colt, we are currently aware that these orders are being accepted and processed normally. Social distancing and minimising any human interactions will be enforced however.
For any order that requires a wayleave, site survey, traffic management, street permits, we are aware in some cases of the difficulty in processing these at the moment, as some third parties are not able to be involved due to the social distancing and essential travel limitations. We and our suppliers will do our best to process any orders that do come through, however standard install lead times may be extended considerably.
If you are a Critical National Infrastructure (CNI) organisation please see the next FAQ below.
I'm a prospective Critical National Infrastructure (CNI) organisation, how can you help us ASAP with a new service?
CNI organisations are exempt from a lot of Openreach restrictions for the installation of new services.
The CNI definition from Openreach includes organisations that are involved in:
- Food production
- Defence and national security
- Public safety
If your organisation is in one of these categories, then we can escalate the new order and ensure that everything is done to install your connection as soon as possible.
I'm an existing customer, will repairs and the SLAs be continued to be maintained?
Giganet is still operating our support desk 24x7x365 for customers to report any critical service affecting issues.
Our carriers are also ensuring that they will prioritise repairs over any new provisioning activities, however some carrier and suppliers have announced MBORC (matters beyond our reasonable control). This has meant that the SLAs and lead times for repairs may exceed previously stated contractual limits. Customers in Blue Light, Critical National Infrastructure and vulnerable customer categories will however be prioritised. All other customers will then be looked at after this.
I'm a residential customer wanting a new full-fibre broadband connection which your checker says I can get, can I order this?
Sadly, our full-fibre broadband carrier Openreach have announced a moratorium on new installations for full-fibre services that require in-house works until after 01/06/20.
We have therefore taken the regretful decision to suspend all orders for residential broadband connections.
This is frustrating for Giganet, as we launched our home broadband services
We will review this if the advice and process changes.