Gigaclear: most-reported complaints
- Complaints in recent reviews
- 6% of 563 recent reviews analysed
- Most-reported issue
- Poor core service 34% of complaints
- Company replies
- 100% of negative reviews, typically within a day
- TrustScore
- 4.8 from 41,756 total reviews
- Review window analysed
- 2023-09-28 to 2026-11-11 1,153 reviews
- Sector
- Telecoms & IT
Automated analysis of 1,153 public Trustpilot reviews published 2023-09-28 to 2026-11-11. TrustScore 4.8 from 41,756 total reviews — see the Trustpilot page. Quick answer: is Gigaclear legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with poor core service, citing frequent connection drops, which accounts for 34% of the 598 complaints identified. Support unhelpfulness is the second most common concern, reported in 32% of complaints, with some users describing long delays and cancellations. Additionally, 15% of reviewers mention overcharging, a trend that is rising, while 14% report problems with contract term changes.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about Gigaclear?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Poor core service | 34% | 203 | steady | |
| Support unhelpful | 32% | 191 | steady | |
| Overcharging | 15% | 92 | rising since 2025-12 | |
| Contract term changes | 14% | 85 | steady | |
| Support unreachable | 13% | 78 | steady | |
| Misleading pricing | 13% | 76 | steady |
Poor core service
203 reports · 34% of complaints“From November 2025 to January 2026 experienced frequent (approx every hour) connection drops.”
The company replied on 2026-04-14: “I have requested some details via Trustpilot so we can locate your account. You can also reach out via 01865 591 131 / [email protected] and we can look into this for you. Thanks for bringing…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Completely unreliable, slow, drops out frequently (and not just at peak times). Download speed is currently 0.67mbps.”
The company replied on 2026-04-14: “I’ve requested some details via Trustpilot so we can locate your account. You can also reach us on 01865 591 131 or at [email protected], and we’ll be happy to look into this for you. Thanks for…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“After causing our internet to go out, spending more than 2 hours waiting whilst on various calls”
The company replied on 2026-04-14: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
191 reports · 32% of complaints“Eventually (6 months later) said they were cancelling our order as they couldn’t afford to connect us.”
The company replied on 2026-07-15: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“the technician who arrived to install the boxes was so rude and aggressive in his tone that I had to tell him to leave”
The company replied on 2026-07-18: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I’ve had nothing back except for confirmation my complaint has been submitted”
The company replied on 2026-07-18: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
92 reports · 15% of complaints“When I asked to cancel the contract, they sent me an invoice for £575.50.”
The company replied on 2026-07-09: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“we are now paying £48 per month. Gigaclear replied to this review and told me that they could reduce this however I have since called them back and they confirmed there is nothing more they can do.”
The company replied on 2026-03-21: “Hi Jessica, I’m really sorry to hear that you’re unhappy with your renewal price, especially when you’ve seen lower offers elsewhere — I understand how frustrating that feels, particularly when you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“They raised my monthly payment from £30 to £57”
The company replied on 2026-08-19: “I’ve requested some details via Trustpilot so we can locate your account. You can also reach us on 01865 591 131 or at [email protected], and we’ll be happy to look into this for you. Thanks for…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Contract term changes
85 reports · 14% of complaints“When I asked to cancel the contract, they sent me an invoice for £575.50.”
The company replied on 2026-07-09: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“having to pay £300+ to cancel (plus an arbitrary cancellation fee)”
The company replied on 2026-10-17: “I’ve asked for your case to be reviewed by our Resolutions Executives. You’ll be assigned a dedicated case handler who will be in touch once a full review has been completed. Thank you for your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“trying to charge me £729 early redemption fee”
The company replied on 2026-10-13: “I’ve requested some details via Trustpilot so we can locate your account. You can also reach us on 01865 591 131 or at [email protected], and we’ll be happy to look into this for you. Thanks for…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
78 reports · 13% of complaints“Emails unanswered and phone calls to customer services proved to be pointless with nothing achieved”
The company replied on 2026-03-27: “I have requested some details via Trustpilot so we can locate your account. You can also reach out via 01865 591 131 / [email protected] and we can look into this for you. Thanks for bringing…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Very slow internet this evening but no 24 hour helpline and no way to report an issue.”
The company replied on 2026-01-14: “Good Morning Martin, I sincerely apologise for your experience. I will pass your feedback onto our technical team and ask one of them to reach out to support you. Thank you for taking the time to…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“E-mails are ignored and promises of 'getting back to me with an update' are broken.”
The company replied on 2023-10-31: “Good Afternoon Lawrence, Thank you for taking the time to leave us a review of your experiences thus far. Your feedback is hugely valuable to us, and we can only apologise for any inconvenience thus…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
76 reports · 13% of complaints“then tried to charge over £1200 for installation. Admitted they should have told me, but didn't.”
The company replied on 2026-03-24: “Good Afternoon Jody, I sincerely apologise for your experience. I have requested some details from you via Trustpilot so we can look into this for you. Thanks for your feedback. - Kate”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I have had several outages which have taken a long time to sort, the customer service has been some of the worse I have ever experienced”
The company replied on 2025-12-30: “Good Afternoon Marc, I sincerely apologise that your experience hasn't met expectations. I have requested some details from you via Trustpilot so we can look into this for you. Thank you for bringing…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I did and was then told when I was ready to commit that I couldn’t take out a contract at the prices advertised on the website as I wasn’t now a new customer.”
The company replied on 2024-11-04: “Good afternoon Greg, We sincerely apologise for any confusion you may have encountered between signing up and renewing. We have various offers available for both new and existing customers, along…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
How to reach Gigaclear
These are the contact details Gigaclear publishes on its Trustpilot profile, as of our last check on 2026-11-12 — phone 01865 591131, email [email protected], address Building One, Abingdon, OX14 1UQ, GB.
The company claimed its Trustpilot profile on 2017-07-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-11-10. We last checked this profile on 2026-11-12 and found 108 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: GIGACLEAR LIMITED (no. 07476617), active, incorporated 2010 (15.8 years); next accounts due 2027-09-30, last accounts filed 2026-05-22, 4 registered charges. 6 current officers (30 on record historically), 7 resignations in the last 24 months; 21 filings in the last 12 months (228 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-11-11.
In the accounts to 2025-12-31, audited by Grant Thornton UK LLP, the auditor reported a material uncertainty about the company’s ability to continue as a going concern: “The results demonstrate it would fall below the £10,000,000 minimum liquidity threshold required during the going concern period. This risk could be mitigated via liaising with the lenders (who are also the shareholders) to further drawdown the £20,000,000 of uncommitted funding potentially available under the SSFA or to agree a covenant relief or deferral event or even further funding, and as such management recognises this creates an inherent material uncertainty.”. This is a disclosure auditing standards require when such an uncertainty exists. It is a statement about the accounts, not a prediction that the company will fail, and many companies trade on normally after one. Filed at Companies House; reproduced as filed. Source: Gigaclear’s filings read on Company Register Intel.
Forum footprint: 27 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Leaving Gigaclear”, “Gigaclear, charging existing customers more that twice the cost for new members”, “Moving to house with full fibre Gigaclear. Options before they connect us up.”.
Elsewhere: 4.2★ on Google (2,598 reviews, as of November 2026)
TrustScore over time
4.8 → 4.8 across 9 census measurements since 2026-10-19. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 9 dated readings
2026-10-19 (100%, 0.3d) · 2026-10-22 (100%, 0.3d) · 2026-10-25 (100%, 0.3d) · 2026-10-28 (100%, 0.3d) · 2026-10-31 (100%, 0.3d) · 2026-11-03 (99%, 0.3d) · 2026-11-06 (99%, 0.3d) · 2026-11-09 (99%, 0.3d) · 2026-11-12 (100%, 0.4d).
Severity: 30% of this company’s 598 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2026, 69% of 26 one-to-three-star reviews were 1★; in November 2026, 64% of 14.
Counted from January 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (626 reviews record both dates).
Measured reply time: across 625 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 625 company replies to negative reviews analysed, 34% engaged with the specific problem and 64% were generic templates.
Review provenance: 101 company-invited reviews in the recent window average 4.92★, while 462 organic (uninvited) reviews average 4.68★.
21% of its 501 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: poor core service makes up 34% of this company’s complaints vs a 25% median across 52 ranked companies in its sector.
Review velocity: 7,147 of this company’s 41,756 Trustpilot reviews (17%) were written in the last 12 months.
Other UK companies with evidenced “Poor core service” complaints
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See all companies by issue: Poor core service · Support unhelpful · Overcharging · Contract term changes · Support unreachable · Misleading pricing · Sector table: Telecoms & IT in the UK
Compare Gigaclear with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-12.