Giganet voluntarily provides an added "speed guarantee" for our Home UltraBEAM services. This is our way to provide reassurance to you that you'll receive the fastest speeds possible on our full-fibre ultrafast services.
If your broadband speeds fall below the guaranteed levels, and we can't resolve this within 28 days, then we'll provide you with a £20 credit on your account if you make a claim against this speed guarantee.
Further-more, if we cannot resolve the speed problem within 90 days of first being notified, we'll allow you to exit the contract without penalty.
Naturally the speed guarantee covers the elements within our control, so from the broadband router we provide to a speed test server that we know is accurate. The guarantee will not cover testing over WiFi, on your old computer, or anything else that would likely cause bottlenecks.
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How to test your speed
The Speed Guarantee refers to the speed from the Giganet network to your UltraHUB. Our guarantee does not cover the speed you receive from the UltraHUB to your devices in your home.
Therefore we do not guarantee speeds over Wi-Fi connected devices as this is outside of our and our supplier's control.
- Ensure no one else is using the connection whilst you're running the test.
- Connect a computer with an Ethernet cable to the UltraHUB router we have provided.
- This computer must be up to date, modern, and generally capable of running the speed tests. So if your computer is slow, old, or bloated with lots of applications and data, then this test will not be accurate.
- Visit our Speedtest website - http://speed.m12.net.uk
- We may also request you use an accurate specific Ookla server on www.speedtest.net.
How to claim
- If the tested speeds are lower than our guarantee, please raise a support ticket here.
- Please share with us a screenshot of the speed results gathered, and ensure you describe your computer and how it was connected to the router.
- Our support team will work with you to investigate and attempt to resolve the problem.
- If we are unable to restore the speeds above the guaranteed levels within 28 days, then you may ask for a £20 credit.
- If we are unable to restore the speeds above the guaranteed levels within 90 days, then you may exit the contract early without penalty.
Difference between Anticipated Speed and Guaranteed speed
You may be wondering why there is a difference between the anticipated and guaranteed speeds, especially as UltraBEAM is a full-fibre service.
But before we go into the technical details, it's worth emphasising that Giganet never aims to be the bottleneck with any customer connection, be it home or business services. We always ensure that for elements within our control (interconnects to broadband networks), core network, and interconnects to the wider internet, we over-provision capacity so that we're not the ones causing any customer slow-downs. In short, we don't run our network 'hot' and at the limits or over our capacity.
Technical reasons why your speed may be lower than the "anticipated/headline speeds".
- Broadband runs on a 'shared (capacity) network':
- Unlike dedicated business leased line connections - broadband services - of which UltraBEAM is, operates over a shared network. This helps to keep prices down for everyone. This is the same for all other broadband providers and broadband networks, and is not unique to Giganet. Simply, if broadband networks were all dedicated, and there was a 1:1 ratio of customer's speeds, and the capacity available in the networks, then the pricing would be much more expensive.
- This shared capacity is evident throughout the network, from the GPON network, to the backhaul from the local fibre exchange to our core network, within our core network, and our interconnects to the wider internet.
- UltraBEAM (and all other Openreach based services) run over a GPON network:
- GPON - or Gigabit Passive Optical Network is where a fibre cable from the local exchange routes to a passive fibre splitter. This splitter shares the single fibre uplink to the exchange with up to 32 other nearby premises. 32 is the maximum, but the actual number could be much lower depending on how many other services are active on that splitter.
- GPON offers up to 2.488Gb/s download bandwidth (speed) and 1.244 Gb/s upload bandwidth. This bandwidth is shared with up to 32 other people that route via the same splitter as your connection.
- Therefore in the most extreme (but incredible unlikely) scenario that all 32 connections were active, they were all subscribed to our UltraBEAM 1000 service, and were all downloading and uploading at the maximum possible rate, then the maximum available theoretical bandwidth is 77Mb/s download and 38.88Mb/s upload for each customer.