chrsphr
Regular Member
Had a surprisingly poor experience with Giganet recently - I'd been using their 500mbit service on Openreach for the last year. At the end of the contract I switched to Vodafone (also openreach, on the same line).
It's been my experience, and expectation of the last few years that when you switch between two openreach ISPs, your old provider is notified and service cancelled. In fact, ofcom will tell you:
www.ofcom.org.uk
"If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)"
"Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you."
So, I didn't notify Giganet.
A month later, I realise my service wasn't cancelled, so opened a ticket. They ignored the ticket for a few weeks (great customer service). Finally when I phoned them, they took my cancellation request, but refused to backdate to when I switched ISP and basically told me I should have read the Terms and Conditions.
It's a shame really - there's a lot of work done by other ISPs and by Ofcom to protect consumers from situations like. "you should have read the Ts & Cs" is not a reply that is generally accetable these days.
At the end of the day, I just have one line - they were charging me for a service that it was physically impossible for me to use!
I'm annoyed, I feel a little foolish, but at the end of the day I was just going by my expectations - and Giganet let me down. Was I expecting too much?
It's been my experience, and expectation of the last few years that when you switch between two openreach ISPs, your old provider is notified and service cancelled. In fact, ofcom will tell you:
Switching broadband provider
This guide explains what you need to do if you want to switch your broadband to a new provider.
"If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)"
"Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you."
So, I didn't notify Giganet.
A month later, I realise my service wasn't cancelled, so opened a ticket. They ignored the ticket for a few weeks (great customer service). Finally when I phoned them, they took my cancellation request, but refused to backdate to when I switched ISP and basically told me I should have read the Terms and Conditions.
It's a shame really - there's a lot of work done by other ISPs and by Ofcom to protect consumers from situations like. "you should have read the Ts & Cs" is not a reply that is generally accetable these days.
At the end of the day, I just have one line - they were charging me for a service that it was physically impossible for me to use!
I'm annoyed, I feel a little foolish, but at the end of the day I was just going by my expectations - and Giganet let me down. Was I expecting too much?























