In some rare instances, an order may encounter an "exception" event with our supplier's computer systems. This is effectively an error outside of Giganet's control - however we'll do everything we can to work with our supplier to clear this event and get the order on track as soon as possible.
This exception will undoubtably causes a delay to the order until it's resolved.
What is an exception?
This is usually a computer system issue affecting our supplier's system, often meaning that the error/exception is within the underlying carrier's systems such as (BT) Openreach.
This is outside of our control. However we'll do everything we can to work with our supplier to get this resolved as quickly as possible.
How quickly can they be resolved?
There is no pre-defined lead time for these to be cleared, however from experience this can mean an added delay of a 3 working days to 5 working days to be resolved.
Will this impact the order lead time?
In almost all cases yes. During the exception period, the clock effectively stops until the exception has been resolved. So for the duration of the exception, the lead time extends directly.
Will this affect other broadband providers, or just Giganet?
As most "exception" events are likely to do with the underlying carrier (in most cases this will be Openreach), then this "exception" would affect ALL other providers. So cancelling the order with Giganet to replace it with an alternative provider who are also using the same underlying carrier will not speed things up. In fact it will often delay things further.
How are they resolved?
A "bridge case" needs to be set up (effectively an IT support ticket) within our supplier's system where their IT teams resolve the problem.
Your existing cancellation rights apply as normal. Therefore if you are within your cooling off period when we announce the "exception" event, then you may cancel the order.
However, do note that these exception events will affect not just Giganet, and will probably affect all other providers that use the same underlying carrier (e.g. Openreach).