Giganet allows customers to upgrade their full-fibre broadband service where the network capacity exists to be able to provide these speeds.
How do I check what speeds are available?
Please check your address on our website - https://home.giga.net.uk.
The speed options listed are the options that would be available for upgrade.
How to request the upgrade
Please submit a ticket here stating that you wish to upgrade, to what service, and when.
Depending on when you ordered your original service, and whether we have made any adjustments to our tariffs, will determine the price for the new upgraded service.
This could mean that the price you will pay for the upgraded service differs from the price shown on our website.
Our customer service team can help work this out before you proceed.
No tariff changes
If there have been no tariff changes since your order, you can simply check the latest pricing and available options by running your address via our website, and the rates on our website will apply.
Our customer service team shall let you know.
If there has been a tariff change since your order, then the price applicable to your service may be a higher/different rate. However, sometimes we are able to switch you onto the new tariff if this is better for you. In this case, we may require a new minimum contract period.
Our customer service team shall let you know if this applies.
How often can I change my service?
You can request an upgrade or downgrade once every 30 days, subject to network capacity.
Upgrade lead time, process and downtimes
Upgrades usually take within 4 working days from the date that you request the upgrade with us.
We shall let you know during the upgrade process the upgrade date scheduled.
On the date of the upgrade, your service shall disconnect and reconnect automatically shortly after midnight. This is to make the necessary changes on the carrier's systems. The downtime duration is usually less than 1 minute.
Your upgrade and the increased speeds won't necessarily be available until after our customer service team have completed the billing changes. During working hours on the day of your upgrade, our customer service team will amend your subscription to the upgraded service, your service will briefly disconnect before reconnecting within a minute (this is to make the necessary policy/speed changes within our network), and after this reconnection, the new speeds shall be available.
Once the upgrade has completed, we shall bill you the adjustment for your service to cover the extra charges for the upgraded service from the date of your upgrade, to your next billing date. This is called a pro-rated upgrade bill.
This bill is due immediately, and where you may by Direct Debit, we shall request payment of this upgrade bill from the date of upgrade.
On your next billing date, you shall be charged for the new upgraded package rather than your previous plan.
We shall not increase your minimum term when you upgrade your service, subject to you not switching tariffs.
The only two exceptions to this is:
- Where you request an upgrade within 30 days of your minimum contract period, and in which case, a minimum 30 day contract period shall apply from the date of the completed upgrade.
- You are switching tariffs as well as upgrading. E.g. the pricing has changed since your original order. We may require a new minimum period from your date of upgrade.
Will the router support the upgraded speeds?
If you have our UltraHub 2 router, then yes, all our full fibre speeds are supported with this.
Please note however, that for best performance, please connect your devices using a hard-wired Ethernet cable. Wi-Fi performance cannot be guaranteed.