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.
We and our suppliers are continuing to be led by the Government and the restrictions and guidance in place.
From Monday 18th May, Openreach have announced that they will revert back to standard lead times for all types of customer.
For customers who are ordering an UltraBEAM Home or Business service, please see this link for further detailed information on who COVID-19 is impacting those orders: Giganet COVID-19 impact to new full-fibre FTTP orders
We have yet to receive any updates from the other carriers, and will update this page if anything changes.
- All staff are home-working and we're able to assist you by phone, email, ticket as usual.
- We have access to all the usual systems and tools we're used to.
- The Giganet network remains fully operational and will continue to be monitored and maintained 24x7x365.
- There has been no adverse impact to demand on our network. In fact, due to the remote working, demand has dipped slightly.
- We 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. In Scotland, we are seeing hold-ups due to the local authorities suspend all permits for works on the public highways.
- 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.
- (BT) Openreach: From Monday 15th May, most services, whether for our UltraBEAM FTTP broadband services, or ELITE leased lines using the Openreach network are now returning to standard lead times. Extra precautions will be taking place for any engineering visits for mutual protection.
- 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 affected?
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 as far as CityFibre are concerned. Their staff, contractors and wayleave officers are all working as usual - following the social distancing guidelines where appropriate, as well as remote working.
- CityFibre field 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.
- Where we are seeing delays with some CityFibre orders are with regards to third parties approving wayleaves, as the landlords or their solicitors have suspended work or delay responding to us.
- We're also seeing some hold-ups in Scotland relating to any permits or works required in the public highway. This relates to Scottish rules suspending those construction activities. We understand this may be reviewed shortly.
- National ELITE services using an Openreach, National and Local UltraBEAM services (FTTP broadband), or National UltraBOLT (G.Fast broadband) using Openreach:
- From Monday 18th May, Openreach's are restoring the standard lead time for services.
- Extra precautions will be taking place for any indoor customer visits.
- In the first instance, and if possible, all installation works that can be completely entirely from outside the customer's property will be preferred.
- However if an indoor visit is required, then customers must ensure surfaces around the working area have been wiped clean, nearby windows and doors are all open, the customers makes a secure socially distant route from the door to the working area, and the customer remains 2m+ away from the engineer during the visit.
- All inflight orders shall be attempted to be brought forward if they had been previously queued up.
- 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 installed/completed until after 01/06/20. The actual date is subject to the committed dates we receive from Openreach, however any in-premises work is likely to be appointed beyond 1st June.
- All circuits using a Colt circuit requiring site visits will not be appointed 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 subject to their being capacity in the local street cabinet.
- If an indoor visit is required, then as per the Openreach section above, these works will now be possible for any quick tasks indoors, whilst extra safety precautions are in place.
- 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 physical cable, then those migrations do not usually require an engineering visit and therefore would continue as normal.
As would apply to practically everyone, the situation around COVID-19 is very fluid with regards to the impact this is having, for us the impact on the telecoms sector. The various changes the Government are bringing in and adapting as the R0 rate changes, either loosening (or tightening) the lockdown, and the effect that the carriers and supply chain have to adapt to the new working processes, this all takes time, and is new and different for us all.
Therefore we expect for the foreseeable future, even where 'standard lead times' are quoted, that new provides, repairs, upgrades will not quite be 'business as usual'. We hope that lead times are as close to normal as possible, but the experiences may be more laboured - but this is all to ensure that both customer and engineering teams remain safe and well.
If you have any concerns or questions, please ask your Giganet provisioning contact by replying to the ticket.
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 for most service options. Please ask your Giganet provisioning contact by replying to the ticket. In most cases, this will be a 90 calendar day 'suspend' on the order, where no works will take place during this 'suspend' period.
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.
From Monday 18th May, standard lead times are now being quoted for most services that use the Openreach underlying network.
For services that are using CityFibre, standard lead times and works are continuing as normal. Social distancing and minimising any human interactions will be enforced however
For service using Colt, Glide or Virgin Media, we are currently aware that these orders may be subject to delays - but any external works may continue.
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?
As Openreach have returned to normal lead times, the CNI exemption is no longer required for any services that use them.
However for services that use Virgin Media, they are still operating with a CNI exemption for new provisions:
CNI generally includes organisations in the following sectors:
- 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?
Please see our dedicated page on this.