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Giganet didn't cancel my contract after I switched ISP

@chrsphr Did they also fail to send you the required letter during the switching process, to confirm the service was being switched to a new ISP?
 
Seems my PR contact for all this went on holiday, so I've sent our comment request directly to Giganet's main emails and given them until tomorrow evening to respond.
 
I'm in the same boat having jumped ship from Giganet to Aquiss. Giganet didn't cancel when I migrated so I've overpaid for at least a few weeks. Guess I should be complaining to them!

Hi Rowan. I've had a response from Giganet, which didn't offer an apology or strict acknowledgement of the issue, but did inform me "that from their records they are unaware of any outstanding issues and have already processed requests."

But they've asked to be informed if we know of any other ex-customers that were not correctly cancelled and billed following migration. So I just wanted to check if you had been refunded too, like chrsphr? I'll ask the same to @aquiss regarding their affected customers?
 
Hi Rowan. I've had a response from Giganet, which didn't offer an apology or strict acknowledgement of the issue, but did inform me "that from their records they are unaware of any outstanding issues and have already processed requests."

But they've asked to be informed if we know of any other ex-customers that were not correctly cancelled and billed following migration. So I just wanted to check if you had been refunded too, like chrsphr? I'll ask the same to @aquiss regarding their affected customers?
Hi @MarkJ, thanks for the reaching out to them. I've just emailed them asking for a final bill as I haven't had anything. It doesn't even look like my account is cancelled on their portal.

I migrated way on the 14th March but only rang to cancel on 25th March so unsure how much refund I'm likely to get.

I'll update here when they get back to me.
Cheers!
 
Hi @MarkJ, thanks for the reaching out to them. I've just emailed them asking for a final bill as I haven't had anything. It doesn't even look like my account is cancelled on their portal.

I migrated way on the 14th March but only rang to cancel on 25th March so unsure how much refund I'm likely to get.

I'll update here when they get back to me.
Cheers!
Let me know your account number/email address with them in a private forum convo and I'll give them a nudge for you, since clearly this means they haven't resolved everything.
 
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Let me know your account number/email address with them in a private forum convo and I'll give them a nudge for you, since clearly this means they haven't resolved everything.
They've dealt with it this afternoon. Got a call from a "Team Leader" (although I missed the call) followed by an email explaining what they were going to do. In summary, they've refunded me two months worth. They were very apologetic! Cheers for your help anyway, Rowan.
 
Yes, I believe they've been keeping tabs on this thread, glad it was resolved :) . Hopefully the others on Aquiss with this issue will soon be confirmed as resolved too.
 
Thought this saga might be over, however....
Earlier in the month I got an email from Vodafone saying they were sorry to hear that I was leaving. My line had been requested for cancellation.
I called up and said I did not want to cancel - Vodafone said it must have been an error, and the cancellation had been cancelled.
But I had my suspicions - and called Giganet to see if they had any orders on the system - they told me no.

Case closed, I thought.

I wake up this morning, my WAN IP had switched to a "All Points Fibre" address (Giganet parent company), and my Vodafone account had vanished 🤡🤡

Hopefully Vodafone can reverse, but in any case, that's ANOTHER complaint going in to Giganet, and this one will be CCed to Ofcom too

 
When you move back I would suggest not using a provider as incompetent as Vodafone, very high chance the customer service rep you spoke to just said whatever they thought needed to be said to get a positive rating for the call and to close the case.
 
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I've just completed a switch today - Giganet (OR) -> EE (OR)

Technically very smooth - just a username change in the PPP config on opnsense. ipv4/6 good. My previous connection dropped around 0104. Nice to see lower latency, no cgnat, (and I did up the speed 500/70->900/110), and they clearly have better routing/peering

Now onto billing. In theory giganet should have sent me information about leaving. Nothing via post/email. I presume they'll want the router back, but note their T&Cs say they may contact me to request back, then I have to send it. So will wait for them to ask...

Their T&Cs state 30 day for cancelation (I am outside any min period). I switched to ee with a date ~ 15 days from request. I am unclear if the Ofcom rules say it's fair to get billed for the extra ~15 or not. Does anyone know? (it's not a big deal, I just want to ensure I get treated fairly)

Secondly, I have a DD which is due to be taken in a few days on the 2nd. So I could cancel (subscription is paid in advance - so last months payment goes beyond my end of service date, but not the full 30 days). Debating which is easier... In general giganet are awful at responding!
 
My experience is that giganet is clueless that you left them unless you tell them (or cancel the direct debit). I had to cancel my DD via my bank as they could not stop it 4-5 days in advance.
 
My experience is that giganet is clueless that you left them unless you tell them (or cancel the direct debit). I had to cancel my DD via my bank as they could not stop it 4-5 days in advance.
Did they eventuality send a final bill?
Did you get charged just until switchover or 30 days?
Did they send a package for the eero to be returned?
 
Now 3.5 week's after initiating the transfer Giganet/Cuckoo->EE, which from a service/EE perspective was very smooth.

Not heard a thing from giganet/cuckoo. They failed to supply any end of contract info during the 2 weeks pre-switch period, and still haven't.

I did cancel DD (I was paid up to beyond switch date), not trusting their ability to process a cancelation so it will be intriguing to see what contact they next have with me.

It's certainly not clear they've addressed their process issues yet
 
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Giganet have just done this to me. I transferred to aquiss 16/08 and giganet have billed me 15/08-15/09 and again today 15/09-15/10. Emailed them yesterday, I'll give them another day to respond then do an ofcom.
They also tried charge me £1 for a fixed IP they couldn't give me, which is why I transferred to aquiss, who are marvellous by the way.
 
My chronology (giganet via openreach)

15/8 - EE order/migration process started
30/8 - Service transfers
30/8 - I cancel DD (paid up until 5/10 I believe, DD is 6th of month)
30/8 Cuckoo email advising DD is canceled (the one thing they get right!)
19/9 Cuckoo send monthly bill for 6/9 (much later than usual)
19/9 Cuckoo advise account is over 10 days overdue. Final notice. Service suspended after 15

They failed to provide any termination information as required by Ofcom
They failed to process the cancelation as part of the Provider-led switching process in effect at the time

I have not got in touch with them so far - particularly during the transfer (indeed Ofcom advises not to?), but then waiting, thinking they might just be a bit slow and catch up....

I'll email them but not hopeful of a response based on previous experience

My plan is then to contact Ofcom - I was going to give them 7 days. interested in what you find out.

As to my broadband? I thought carefully about Aquiss. At the time I understood they were reselling cityfibre wholesale (with openreach of course). Since I'd been hurt by both latency and interconnectivity I ended up going with EE (BT) as their network should be pretty well connected, resilient, loads of peering. I would lose any static ip, but decided that was fine (dynamic dns, and actually I just use a little cloudflare tunnel anyway).

I heard after placing the order that aquiss now resale BT wholesale. the whole shebang. Very interesting as that then adds in decent customer service and fixed ip to the super network. I'd have probably gone down that route.

EE technically has been flawless. using own router (opnsense). excellent latency good performance.

I do though benefit a little from the EE discounts as I'm already hooked up with them for mobile.
 
Decided to email them now with clear timeline, issue, expected resolution, and references to Ofcom conditions C7.7, C7.8, C7.12, C7.48
 
To be fair to giganet, I phoned them today and they resolved my issue on the phone in under five minutes.
They claim they were not notified by BT/OR, whether that be true or not I don't know, but they have cancelled future payments and issued a refund.
 
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