Help & Support

Call to speak to our support specialists

08000 467996

Or alternatively email us directly.

Help & Support

Call to speak to our support specialists

08000 467996

Or alternatively email us directly.

Frequently asked questions

Gigaloch basics

What download speeds do Gigaloch supply?

We supply all subscribers with a 1 Gb/s download speed equivalent to 1000 Mb/s. These speeds are the envy of many city dwellers and mean rural households need no longer suffer digital poverty. Even higher speeds of up to 10 Gb/s are also available at an increased cost, but that is only likely to be of interest to specialist business users.

What upload speed can I expect?

Our standard service upload speed is around 200 Mb/s for the standard domestic service, but for business users and others who want a symmetrical service a 1 Gb/s upload speed can be provided for a modest increased service cost.

How can I be sure that costs will not increase?

Costs may change in time, but our aim is to ensure we provide an exemplary service at competitive and affordable rates. We will review our service pricing and benchmark against similar community, “altnet” and traditional “telco” offerings across the UK. Our aim is to ensure our services are competitive with the best available in the UK.

My house is very remote. Will I be charged more to get connected to Gigaloch?

No. We connect all homes at the same connection fee (currently free if eligible for a Gigabit voucher) and we seek to connect all homes in the community no matter how remote. Rural households should not be further disadvantaged.

Will I be able to connect throughout my home?

The Gigaloch router fitted inside the home provides short range wifi connectivity. For larger homes and those with solid internal walls, as with any broadband supplier, you may require repeaters or extenders to get to remote rooms.

Frequently Asked Questions

Gigaloch Basics

What download speeds do Gigaloch supply?

We supply all subscribers with a 1 Gb/s download speed equivalent to 1000 Mb/s. These speeds are the envy of many city dwellers and mean rural households need no longer suffer digital poverty. Even higher speeds of up to 10 Gb/s are also available at an increased cost, but that is only likely to be of interest to specialist business users.

What upload speed can I expect?

Our standard service upload speed is around 200 Mb/s for the standard domestic service, but for business users and others who want a symmetrical service a 1 Gb/s upload speed can be provided for a modest increased service cost.

How can I be sure that costs will not increase?

Costs may change in time, but our aim is to ensure we provide an exemplary service at competitive and affordable rates. We will review our service pricing and benchmark against similar community, “altnet” and traditional “telco” offerings across the UK. Our aim is to ensure our services are competitive with the best available in the UK.

My house is very remote. Will I be charged more to get connected to Gigaloch?

No. We connect all homes at the same connection fee (currently free if eligible for a Gigabit voucher) and we seek to connect all homes in the community no matter how remote. Rural households should not be further disadvantaged.

Installation

Connection

Where will the fibre come into my home?

This is decided by you, but we can advise on locations and suggest approximately waist height as being clear of most hazards and a good working height. Locations above head height are best avoided as this can necessitate working at height.

How does the fibre get through my garden/driveway/patio?

The installation of the blown fibre tubing from the curtilage/boundary of the property to the home is the responsibility of the house-holder. At this point there are three options, either you install the tubing yourself to your house, use a Gigaloch engineer for a maximum of two hours or we will guide you to a local contractor. Gigaloch can advise and will issue the duct, but achieving a neat installation to the satisfaction of residents would demand too many engineers so Gigaloch leaves this to residents, neighbours and third-party contractors to
arrange.

Where will the router be located in my home?

The router (ONT or ONU for PON installations) can be located wherever you choose, but we suggest as close as possible to the fibre entry point to the building. The fibre within the building is not the responsibility of Gigaloch and longer fibre runs will be more vulnerable. Note: some people like the router close to the television for smart TV services, but if placed behind the TV the wireless signal from the router can be severely limited.

Will I be able to connect throughout my home?

The Gigaloch router fitted inside the home provides short range wifi connectivity. For larger homes and those with solid internal walls, as with any broadband supplier, you may require repeaters or extenders to get to remote rooms.

View all

Will your network cope if demand increases or is especially high when Scotland get to the World Cup final?

Yes. Our network is being built to be resilient and traffic demand levels will be monitored to ensure we can increase the so-called “backhaul” service to exceed peak demand levels.

Is there a connection charge?

No, there is currently no connection charge, and where a resident has submitted a “Gigabit voucher claim” on behalf of Gigaloch, that resident can either be paid £100 towards the cost of labour for their installation through their property and do the connection to home themselves or use one of the Gigaloch engineers. The money is paid within a few weeks of Gigaloch receiving the voucher funds from the government.

Do you provide IP addresses?

Gigaloch provide a fixed IP address for the router at each premise served. For more advanced subscribers who require a number of IP addresses this can be arranged at additional cost by discussing your requirements with our network experts.

How secure is your network?

All networks can be at risk from external attack, and Gigaloch take such threats seriously to ensure our network is not taken down by any such attack. No network can be 100% secure, but we will take all reasonable steps to mitigate the risk. Similarly we understand our responsibility to protect all data we hold and we will ensure that any personal or payment data is protected.

Installation

Where will the fibre come into my home?

This is decided by you, but we can advise on locations and suggest approximately waist height as being clear of most hazards and a good working height. Locations above head height are best avoided as this can necessitate working at height.

How does the fibre get through my garden/driveway/patio?

The installation of the blown fibre tubing from the curtilage/boundary of the property to the home is the responsibility of the house-holder. At this point there are three options, either you install the tubing yourself to your house, use a Gigaloch engineer for a maximum of two hours or we will guide you to a local contractor. Gigaloch can advise and will issue the duct, but achieving a neat installation to the satisfaction of residents would demand too many engineers so Gigaloch leaves this to residents, neighbours and third-party contractors to
arrange.

Where will the router be located in my home?

The router (ONT or ONU for PON installations) can be located wherever you choose, but we suggest as close as possible to the fibre entry point to the building. The fibre within the building is not the responsibility of Gigaloch and longer fibre runs will be more vulnerable. Note: some people like the router close to the television for smart TV services, but if placed behind the TV the wireless signal from the router can be severely limited.

Will I be able to connect throughout my home?

The Gigaloch router fitted inside the home provides short range wifi connectivity. For larger homes and those with solid internal walls, as with any broadband supplier, you may require repeaters or extenders to get to remote rooms.

Connection

Will your network cope if demand increases or is especially high when Scotland get to the World Cup final?

Yes. Our network is being built to be resilient and traffic demand levels will be monitored to ensure we can increase the so-called “backhaul” service to exceed peak demand levels.

Is there a connection charge?

No, there is currently no connection charge, and where a resident has submitted a “Gigabit voucher claim” on behalf of Gigaloch, that resident can either be paid £100 towards the cost of labour for their installation through their property and do the connection to home themselves or use one of the Gigaloch engineers. The money is paid within a few weeks of Gigaloch receiving the voucher funds from the government.

Do you provide IP addresses?

Gigaloch provide a fixed IP address for the router at each premise served. For more advanced subscribers who require a number of IP addresses this can be arranged at additional cost by discussing your requirements with our network experts.

How secure is your network?

All networks can be at risk from external attack, and Gigaloch take such threats seriously to ensure our network is not taken down by any such attack. No network can be 100% secure, but we will take all reasonable steps to mitigate the risk. Similarly we understand our responsibility to protect all data we hold and we will ensure that any personal or payment data is protected.

Other

How does Gigaloch benefit the community?

In addition to delivering state-of-the-art optical fibre connectivity to rural and areas
previously unable to access the internet efficiently, Gigaloch have a range of initiatives designed to benefit the community. These include:

  • Free hyperfast broadband service for smaller schools in our network footprint;
  • Free hyperfast broadband for qualifying community centres such as village halls;
  • Free hyperfast broadband for churches to allow services to be accessed remotely;
  • A percentage of annual profits to be allocated to local good causes;
  • Infrastructure to encourage technology investment and jobs in the community.

What sort of a company is Gigaloch?

We are a new business that is both ethical and community spirited. Gigaloch is a company registered in Scotland to deliver broadband services on a commercial basis. We have investors willing to invest large sums (into the millions of pounds Sterling) to get full fibre broadband to rural areas. We need both this investment and the support of local communities to help us to achieve our aims.

Gigaloch is also asking for volunteers to help with the network build. Is that realistic?

Yes. We understand it is a different approach to a traditional telco with a fully commercial model, but that different approach is needed to build a brand-new state-of-the-art fibre network in hard-to-reach rural areas. Volunteers can help to spread the word, identify land-owners we need to talk to and at times help with the installation.

It is an unusual model, but it has worked in other parts of the UK and provides the best result for the community. Some volunteers have enjoyed the work so much they go beyond their community and help neighbouring and then further afield communities – all for nothing more than the satisfaction of doing a good deed and the occasional slice of cake from a happy resident.

Will Gigaloch provide training to volunteers?

Yes, where there are safety or technical issues to consider then Gigaloch will provide appropriate training, advice and information.

What skills or tools do volunteers need?

The following tools and skills are useful for Gigaloch volunteers:

  • A spade and a desire to dig;
  • An SDS drill and a long drill bit;
  • Local knowledge and a desire to help the community;
  • Baking and tea making skills – most essential!

Are there opportunities for employment with Gigaloch?

Yes. There will be positions working directly for Gigaloch as the network grows, and there is also an opportunity to set-up as a contractor working for Gigaloch or working for home-owners who wish to pay for contractors to do the installation into their home.

What is the minimum contract term?

The Gigaloch service contracts are 12 months, but with the ability for you to cancel with just 1 month notice at any time. We have no desire to lock you into a long contract as that is simply not necessary as we provide an exceptional service but the contract is there for your peace of mind.

Is there a data-cap or usage limit on the service?

No, the service is provided with no maximum monthly usage limits or additional charges for exceeding a limit, but there is a “fair usage” clause. This means that where a home or user is using far more data than expected, or is normal, we could ask what is causing this usage and potentially revoke the domestic contract and require a business level or special level of contract instead. This is a very unusual case that might never occur, but the clause is required to protect the business and ensure the best service to normal users.

Do I still need a BT/Openreach line with monthly line rental cost?

No, our fibre can replace the BT/Openreach line and remove that cost. For those who still use a land-line telephone, then that service can be provided over the Gigaloch fibre.

Will my service work during a power cut?

Yes if you have an uninterruptible power supply (UPS) or a generator to power the router and equipment in your home. The Gigaloch cabinets are equipped with back-up UPS systems and for longer power cuts our engineers will hook-up generators.

Will I be charged for the repair if I damage the fibre?

Accidents can happen and if you dig through your fibre or your pet rabbit digs it up and chews through it then we will repair the first such occurrence for free. We reserve the right to charge for repeat breakages and would encourage residents to take adequate precautions.

If your cable gets damaged how long will I be without service?

As a local provider, we understand how essential the fibre connection can be and we will use our best endeavours to get service up and running with minimal down-time if a break happens. By building an underground network our cables are better protected than overhead lines, and the most likely source of damage is by diggers with such damage normally being done in the day. In many cases this can enable us to locate and repair any damage within a few hours.

Can I get TV through my fibre connection?

Yes, this is increasingly possible, and we are expecting to launch an additional bundled premium TV service soon. For a full range of channels we would not suggest you remove the TV aerial or satellite dish just yet, but these may be redundant in the near future.

Will Gigaloch help with my computer problems?

We don’t have the personnel to be able to help all users with their computer problems, but in other areas local volunteers have set-up computer clubs for inexperienced computer users. These are often run as a drop-in for a cup of tea and a biscuit (or cake!) one afternoon each week. They are great ways to spread knowledge and for people in the community to get to know each other and overcome any technology phobias in a friendly atmosphere. Such clubs are free to use as they often get modest funding for tea and milk from local or
parish councils. Gigaloch are keen to support such activities, although we need local
volunteers to take the lead.

Can I keep my email address when I move to Gigaloch?

This depends on your email address and if this is linked to your current service provider it will depend on that service provider. Many emails addresses such as those with gmail are unaffected by changing your service provider.

Can I keep my BT/Openreach land-line telephone number?

Yes, you can port your existing land-line number to a new VOIP phone service provider in a similar way to porting your mobile telephone number to a new provider. There is a process which requires you to arrange the new VOIP service and then request the BT/Openreach number is transferred to the new telephone service provider. The telephone service may be provided by Gigaloch or another third-party provider over the Gigaloch fibre service. We can assist you with this.

How is the billing done?

Monthly payments are taken by direct debit through a secure service.

Will the Gigaloch service help my online gaming?

These people already know the answer to this question and will most likely have signed up as soon as they understood the service is “full fibre”, but for grandparents keen to have visits from grandchildren the answer is most likely “YES”.

Other

How does Gigaloch benefit the community?

In addition to delivering state-of-the-art optical fibre connectivity to rural and areas
previously unable to access the internet efficiently, Gigaloch have a range of initiatives designed to benefit the community. These include:

  • Free hyperfast broadband service for smaller schools in our network footprint;
  • Free hyperfast broadband for qualifying community centres such as village halls;
  • Free hyperfast broadband for churches to allow services to be accessed remotely;
  • 10% of annual profits to be allocated to local good causes;
  • Infrastructure to encourage technology investment and jobs in the community.

What sort of a company is Gigaloch?

We are a new business that is both ethical and community spirited. Gigaloch is a company registered in Scotland to deliver broadband services on a commercial basis. We have investors willing to invest large sums (into the millions of pounds Sterling) to get full fibre broadband to rural areas. We need both this investment and the support of local communities to help us to achieve our aims.

Gigaloch is also asking for volunteers to help with the network build. Is that realistic?

Yes. We understand it is a different approach to a traditional telco with a fully commercial model, but that different approach is needed to build a brand-new state-of-the-art fibre network in hard-to-reach rural areas. Volunteers can help to spread the word, identify land-owners we need to talk to and at times help with the installation.

It is an unusual model, but it has worked in other parts of the UK and provides the best result for the community. Some volunteers have enjoyed the work so much they go beyond their community and help neighbouring and then further afield communities – all for nothing more than the satisfaction of doing a good deed and the occasional slice of cake from a happy resident.

Will Gigaloch provide training to volunteers?

Yes, where there are safety or technical issues to consider then Gigaloch will provide appropriate training, advice and information.

What skills or tools do volunteers need?

The following tools and skills are useful for Gigaloch volunteers:

  • A spade and a desire to dig;
  • An SDS drill and a long drill bit;
  • Local knowledge and a desire to help the community;
  • Baking and tea making skills – most essential!

Are there opportunities for employment with Gigaloch?

Yes. There will be positions working directly for Gigaloch as the network grows, and there is also an opportunity to set-up as a contractor working for Gigaloch or working for home-owners who wish to pay for contractors to do the installation into their home.

What is the minimum contract term?

The Gigaloch service contracts are 12 months, but with the ability for you to cancel with just 1 month notice at any time. We have no desire to lock you into a long contract as that is simply not necessary as we provide an exceptional service but the contract is there for your peace of mind.

Is there a data-cap or usage limit on the service?

No, the service is provided with no maximum monthly usage limits or additional charges for exceeding a limit, but there is a “fair usage” clause. This means that where a home or user is using far more data than expected, or is normal, we could ask what is causing this usage and potentially revoke the domestic contract and require a business level or special level of contract instead. This is a very unusual case that might never occur, but the clause is required to protect the business and ensure the best service to normal users.

Do I still need a BT/Openreach line with monthly line rental cost?

No, our fibre can replace the BT/Openreach line and remove that cost. For those who still use a land-line telephone, then that service can be provided over the Gigaloch fibre.

Will my service work during a power cut?

Yes if you have an uninterruptible power supply (UPS) or a generator to power the router and equipment in your home. The Gigaloch cabinets are equipped with back-up UPS systems and for longer power cuts our engineers will hook-up generators.

Will I be charged for the repair if I damage the fibre?

Accidents can happen and if you dig through your fibre or your pet rabbit digs it up and chews through it then we will repair the first such occurrence for free. We reserve the right to charge for repeat breakages and would encourage residents to take adequate precautions.

If your cable gets damaged how long will I be without service?

As a local provider, we understand how essential the fibre connection can be and we will use our best endeavours to get service up and running with minimal down-time if a break happens. By building an underground network our cables are better protected than overhead lines, and the most likely source of damage is by diggers with such damage normally being done in the day. In many cases this can enable us to locate and repair any damage within a few hours.

Can I get TV through my fibre connection?

Yes, this is increasingly possible, and we are expecting to launch an additional bundled premium TV service soon. For a full range of channels we would not suggest you remove the TV aerial or satellite dish just yet, but these may be redundant in the near future.

Will Gigaloch help with my computer problems?

We don’t have the personnel to be able to help all users with their computer problems, but in other areas local volunteers have set-up computer clubs for inexperienced computer users. These are often run as a drop-in for a cup of tea and a biscuit (or cake!) one afternoon each week. They are great ways to spread knowledge and for people in the community to get to know each other and overcome any technology phobias in a friendly atmosphere. Such clubs are free to use as they often get modest funding for tea and milk from local or
parish councils. Gigaloch are keen to support such activities, although we need local
volunteers to take the lead.

Can I keep my email address when I move to Gigaloch?

This depends on your email address and if this is linked to your current service provider it will depend on that service provider. Many emails addresses such as those with gmail are unaffected by changing your service provider.

Can I keep my BT/Openreach land-line telephone number?

Yes, you can port your existing land-line number to a new VOIP phone service provider in a similar way to porting your mobile telephone number to a new provider. There is a process which requires you to arrange the new VOIP service and then request the BT/Openreach number is transferred to the new telephone service provider. The telephone service may be provided by Gigaloch or another third-party provider over the Gigaloch fibre service. We can assist you with this.

How is the billing done?

Monthly payments are taken by direct debit through a secure service.

Will the Gigaloch service help my online gaming?

These people already know the answer to this question and will most likely have signed up as soon as they understood the service is “full fibre”, but for grandparents keen to have visits from grandchildren the answer is most likely “YES”.

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