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Anyone on Giganet?

It's pleasing this was properly escalated (and fixed!) as a technical issue. As opposed to simply platitudes from L1 technical support.
 
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I just switched from VM here in Glasgow and I've been left a little angry while I'm loving the price and performance & install quality.

Their CS is leaving a little to be desired since with waits of upto an hour to get through to chase up things below.

First of all I've received no login details for the customer portal.

My connection is also behind CGNAT which has ruined access to my hosted media server outside of my home so I requested a static IP simple right?

Having just got off the phone I've been told I'm on a new network which isn't due to get the ability to provide static IPs for a few months or even more weirdly get my customer login details yet, not impressed at all.
 
Decided to bite the bullet and request cancellation their CS has been abysmal this last week three separate calls at different times on different days all over an hour on hold before I got through to anyone, unanswered emails and their twitter just passing on the same info I'm trying to get off CS to them.

I could live with not yet having access to the customer portal yet if my connection wasn't sandbagged behind CGNAT with no timeline as to when or if I'll be able to give them money for a static IP.

Fortunately I signed up with the first three months free so I've not paid anything their no fee cancellation is also nice but they seem to be expanding too fast for their network backend/customer portal and CS to even hope of keeping up.

Off to Vodafone I go the beginning of next month they will at least give me a static IP.

It's such a shame as their product and terms are great but Jesus they can't back any of it up right now.
 
Sorry it didn't work out for you.
In general I've been very pleased. Everything up to install (openreach) was quick/smooth. I did have issues with IPv6 working which ended up being down to an Eero issue. Support were ok, but some long delays, and I had to call many times. I did escalate to their senior management, though it was all over in a week (I was close to canceling too!), and I had a stable environment with an alternate router. Assuming they did really report the issue I'm intrigued to see a proper eero fix too, and if they did report, that's great. So Overall they were decent, trying to help, relatively nimble and knowledgeable, but I was angling for more detailed technical response (i'd be there looking at wireshark logs, switch traces etc!), and it seemed they were really overloaded having taken on more business.
I think the challenge for giganet is how they manage the growth. There's a real risk it could go seriously downhill longterm. Hopefully your experience isn't repeated too much

(Annoyingly formatting seems to go wrong on here)...
 
Just a question - CGNAT is a pain, but do you have IPv6 native working? Is that suitable for you? And if it needs to be static, also Assuming you have that fixed prefix allocation of course! Obviously depends on how you make use of that inbound connection
 
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I was with vodafone (mobile) in the past and it was painful at times.... just as with many large organizations. If you can get things aligned they can absolutely deliver, but often you're stuck the wrong side of a drawbridge.
Technically there can be challenges too - sometimes they seem to end up with long routing paths and extra latency

My previous experience was with zen. They were a happy medium. No longer a small ISP, and also with some issues of scale - backhaul too often reported congested - though I never saw that on fttc... and guess what I think giganet is using for my openreach connection!
 
My install was via City Fibre I'm aware IPV6 was an option but looking into it on the lead up to the install gave the impression it quite often is patchy when it comes to being reliable.

Most of my internal network is also IPV4 when it comes to forwarding rules obviously I'd only really have to tie that into the outbound IPV6 but honestly given the hassle I was having and failing getting IPV4 off them I just couldn't be bothered dealing with their CS for hours.
 
My install was via City Fibre I'm aware IPV6 was an option but looking into it on the lead up to the install gave the impression it quite often is patchy when it comes to being reliable.

Most of my internal network is also IPV4 when it comes to forwarding rules obviously I'd only really have to tie that into the outbound IPV6 but honestly given the hassle I was having and failing getting IPV4 off them I just couldn't be bothered dealing with their CS for hours.
Fair enough, very reasonable to expect the basics to work
IPv6 should be fine - it was developed in the mid 1990s! (I was a software engineer even back then).
But it's taken SO long to be out in the wild, and in the hands of consumers!
And I think patchiness is often down to lack of skills/documentation, but there are differences for sure.
I was with Zen for several years, and IPv6 was totally flawless. With giganet it's been perfect too EXCEPT for the eero issue, in fact IPv6 was one of my red-line requirements. The eero experience almost got me leaving, thank goodness it was just dodgy firmware/device!
 
Fair enough, very reasonable to expect the basics to work
IPv6 should be fine - it was developed in the mid 1990s! (I was a software engineer even back then).
But it's taken SO long to be out in the wild, and in the hands of consumers!
And I think patchiness is often down to lack of skills/documentation, but there are differences for sure.
I was with Zen for several years, and IPv6 was totally flawless. With giganet it's been perfect too EXCEPT for the eero issue, in fact IPv6 was one of my red-line requirements. The eero experience almost got me leaving, thank goodness it was just dodgy firmware/device!
Certainly agree with the IPv6 rollout being far too protracted I know I'll have to wrap my head around it IPv6 at some point (I've worked with both when I was doing CCNA) but how to work with IPv4 is drilled into my head in binary haha.

They even have a Android 13 bug that doesn't let you onboard the eero pro 6 (running my own gear so the ONT runs right into my Edge Router) that's fixed but isn't shipping with what they're sending out I had to use my ipad and noticed in the change log it was fixed.

I really hope they take a step back and evaluate their basics I understand the financial incentive to capture people but you'll bleed people with how they seem to be at the minute.

UPDATE:

They are now chasing me to confirm I wish to cancel via the support ticket system I cannot access as I don't have customer portal access, you can't make it up.

I have email replies confirming my intentions to their email so now I'm having to resort to passing the ticket number to their twitter account and sitting on the phone for over an hour again so they get the message.
 
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@AstroZombie I have a ticket open with them. I get updates via email, and reply via email. I've not had any online/portal access directly to the system (which would be a lot easier).
My portal access is super limited. I can see my allocated ipv6, ipv4, ipv6 prefix address (ranges), and a log of sessions. I also see bills, my prescription but can change nothing except update payment details
I presume this is v1
 
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@AstroZombie I have a ticket open with them. I get updates via email, and reply via email. I've not had any online/portal access directly to the system (which would be a lot easier).
My portal access is super limited. I can see my allocated ipv6, ipv4, ipv6 prefix address (ranges), and a log of sessions. I also see bills, my prescription but can change nothing except update payment details
I presume this is v1
They've never been provided my login details for tickets or the customer portal as I was told I'm on a new network.

All my replies have been to the service@giganet.uk yet they're going to close it in three days as they haven't received a response.
 
I see giganet's review score on trust pilot has dropped, and there are multiple reports of issues with ordering & support in particular.
Looks like they have some real problems with growth - and quality has been dropping off. Shame. Hope it is temporary, but this is one to watch.

 
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I'm considering to switch from Cuckoo (£40/m for 115Mb) to Giganet (£32 for same speed). Openreach is the only FTTP available in my area.
Not sure why Giganet wants to still charge me £55 for the installation when I already have a recently installed ONT working here.

I'm also concerned about the router. I was sweet talked with the eero Pro 6E, specifically about the E thing.
But I currently use 3 ethernet ports, and I would prefer avoiding another box (a switch).
Also their FAQ states that to do port forwarding on the eero you need an add on for fixed IP for £3/m. Wtf? Is this an eero thing? What am I missing? Since when do you need a fixed ip to forward ports? I'm currently doing it today with dyn IP.

I saw you can easily opt for the Ultrahub3 router which, is the DGA4134, which also seems nice as it's WiFi 6, and has enough ports for me. Not sure if I'd be losing out on some nice stuff though.

Also confused that they advertise 12month contract but no exit fee. So if you're not tied, why is it a 12m contact?
 
Hmm, you know anyone who sells FTTP who doesnt use PPPOE?
TalkTalk (residential, not business) uses DHCP. However, they don't offer static IP addresses, even as a paid extra.

Brillband, who for now are Scotland only, uses DHCP. However, they use CG-NAT so there's that.

I'd read conflicting information about Zybre, but that doesn't seem to matter now.
 
@WKDRED
1. Not many UK ISPs offer DHCP instead of PPPoE. However if it's mtu you are concerned for, I know many openreach ISPs support baby jumbo frames, so you can still achieve 1500 MTU (with 8 extra bytes on top then for the ppp header). This is RFC6438, and it works with giganet alongside a Fritzbox I tried (where it has to be explicitly enabled). It does not work with the eero.
2. You can get a reduction on the install fee if you opt not to use their router. I think it's 25 or 30
3. There's a referral scheme (I am a customer so can happily offer a referral if you wish) whereby each party gets 25 back
4. The eero is 'interesting'. Let me come onto that in another post!
5. I don't see why you need a static ip to forward ports as such. The issue is how you refer to them. The ip address may change. You can use DDNS to mitigate this, though it's not something the eero supports. Other routers often do. You could run a client on another machine you have locally like a raspberry pi. Note that for IPv6 (which giganet supports) you may not even need port forwarding, though the naming issue may remain. I haven't asked how stable the IP prefixes seem to be, though they look stable. Nor have I looked into dns for my local ipv6 systems.
6. I share your confusion over contract. I would take a screenshot of the page sayin no exit fee just in case - it looks to me as if there's no contract but I've not tested this. A big reason I went with them is that cityfibre may be here any moment. We got BT fttp in Jan. Cityfibre. Who knows. April 2023? Sep? Jan 24? Never. Really can't tell. So I wanted flexibility, but also get a decent service now

My experience generally
- the network service has worked without any problems
- the eero had a few issues - see below
- call times to customer service seem to be getting worse. Hard to know if this is a blip
- when I did get sensible replies from level 2, they seemed helpful and eager to get things sorted -- but were clearly overloaded.

eero next
 
Ok. On the eero. I just have one. I'm using an additional AP purely for some outside stuff, but it's a separate ssid. Maybe in future..
- 6E is of zero use if you don't have any devices supporting it (6 Ghz) - I don't. It may be of future use of course. Or with multiple eeros wireless connected it may offer better interconnect.
- compared to my fritz 7530 (wifi 5), the wifi speeds are noticeably better everywhere. probably +30% minimum. Whilst before I had 3 7530s in a single ssid mesh, now the eero alone is good enough for my 3 floor town house.
- The eero offers little insight to the user in what it's doing. No user accessible logs, no way t debug and little control. DNS filtering is a paid for extra (I don't use this, I use controld instead). It seems generally reliable
- conversely, the ISP and eero support can access a lot more information. I'm not certain exactly what, but I suspect configured devices at a minimum. This may be a privacy concern.
- I had issues with the eero and IPv6 . The prefix was not reliably allocated. This didn't affect my other router, so the giganet service is fine. ISP was helpful and reported it and should be fixed soon.
- I've not measured power drain, but it gets noticeably warmer than my prior router, so probably draws more power. However this is offset by needing less devices
- I've not tried their mesh, but expect they do this rather well. Buying extra units is quite expensive, though you could mix with other models, or rent an extra one from giganet if you wish.

Happy to answer any other questions
 
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