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.
As the current situation remains ever-changing, please bare with us and our suppliers as we fulfil orders given the government and local restrictions.
January 2021 Lockdown - Openreach update (24th February)
Openreach have updated their guidance on full fibre installations that supplements their update on 5th January.
- For the update on full fibre broadband services, please see this dedicated page for further details: Giganet COVID-19 impact to new full-fibre broadband orders - February 2021 update
- For details on how Openreach are responding to their fibre leased line provisioning works, please continue to read this article.
- All staff are home-working where required to by government restrictions, 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.
- 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.
Awaiting updates since the Jan 2021 lockdown has been implemented.
I'm a business customer with an in-flight order, will this be affected?
We are awaiting news from the various carriers on whether the new January 2021 restrictions will have an affect on existing orders.
So far, only Openreach have provided information.
- CityFibre ELITE & UltraBEAM services:
- Awaiting further information.
- National ELITE services using an Openreach, National and Local UltraBEAM services (FTTP broadband), or National UltraBOLT (G.Fast broadband) using Openreach:
- Information provided above.
- Most orders will be suspended until 1/3/21 and may be delayed beyond this.
- The exceptions are those without a working broadband line, those with a broadband speed of less than 30Mb/s, and those who's service can be activated remotely (migrations & activations).
- National ELITE services using an Openreach:
- Where essential businesses remain open (and customers can provide Openreach's engineers safe access to the end customer premises), Ethernet service end-to-end, while following safe working practices to complete the work will continue.
- Where Openreach can't gain safe building access, or follow their safe working practices, then external build to the curtilage will continue
- National ELITE services using 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:
- Awaiting further information.
- 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.
- These order may be at risk of being pushed out to a date beyond 1/3/21.
- 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.
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 may be 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.
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?
We are awaiting further information from Openreach around how they will handle orders for CNI organisations.
CNI generally includes organisations in the following sectors:
- Food production
- Defence and national security
- Public safety
Previously, with the first lockdown, if your organisation was in one of these categories, then there was the ability to escalate the new order and ensure that everything is done to install your connection as soon as possible.
We await further information from Openreach around how they will process CNI orders during the January 2021 lockdown.
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.