I had a bumpy start getting set up with Gigaclear, I was given a date for the pre-works, two engineers arrived on that date and carried out some works, including leaving a coiled up length of cable at my front door ready for installation. I received a call a couple of days later and the representative I spoke to explained that there was no signal to my address from the main box at the end of the road, I was told that these works will take ~40 days, but they aim to complete them in 30 and I'll be notified when I can book the installation again. As I had waited nearly 3 weeks prior to moving in to the new property, I was quite frustrated to be told I'll need to wait a further month.
The next day I received an email inviting me to book the installation again, the closest available date was 20 days from that day. I called up to find out if my appointment could be brought forward given that the time frame from taking out the contract to actually getting internet at my property was around 2 months.

I spoke to a representative called Ali, who at first said that the date booked could not be moved because that was the pre-check appointment - the one that I've already had. When I mentioned that engineers have already been and installed real of cable at my front door, he was initially shocked as there wasn't any details on his system regarding this work. I emailed him a photo of the cables and explained that I've had the prechecks, I was told there was a fault the needs 40 days to rectify, then received an email inviting me to book the installation the next day, then only being able to book a date in 20 days time for the prechecks that I've already had! Ali showed empathy and understanding to the problem, he was extremely helpful and patient in helping resolve this issue. I feel he went beyond his normal duties and chased the relevant departments after the phone call, and he kept me informed via email. I then received an email later that day confirming that they can send an engineer within 5 days time to complete the final installation. Had it not been for Ali's exemplary customer service, I likely would've gone elsewhere.

I have now been with Gigaclear for nearly two weeks, and I've had no further issues. I'm happy with the service that I now receive.