A Gloucestershire customer who signed up for a new phone and broadband service with Gigaclear in January 2026 encountered persistent connectivity problems that ultimately led to the contract's cancellation. The service, installed in mid-March, reportedly failed to perform as advertised, prompting the customer to revert to a previous provider.

The customer, identified only by initials S.H., signed a contract on January 15 that promised faster broadband speeds suited to rural areas. Installation occurred on March 14, but the service was plagued by issues from the start. Attempts by Gigaclear’s customer support to resolve the problems, including adjustments to the router’s placement—from its original location under the stairs to a spare bedroom on the first floor—did not improve performance.

S.H. chose to cancel the contract after multiple unsuccessful troubleshooting efforts but was confronted with demands to pay nearly £90 in monthly charges for an unreliable service, as well as an early termination fee of £500. The customer disputed the charges, contending the contract should be void because the company did not deliver the promised service.

Under regulations set by Ofcom, consumers have a 14-day cooling-off period after installation during which they can cancel without penalty. In addition, customers may terminate contracts penalty-free within 30 days if actual broadband speeds fail to meet advertised guarantees. In this case, both timeframes had elapsed, complicating the dispute.

Despite the customer’s grievances and arguments highlighting the service inadequacies, Gigaclear initially maintained that payment of the remaining contract balance was required. Following external intervention, the company reversed its position.

A Gigaclear spokesperson acknowledged the difficulties experienced by the customer and noted that support teams had attempted to provide assistance. The company ultimately agreed to waive all outstanding charges, expressing regret for the inconvenience caused.

This case underscores the challenges rural consumers may face in securing reliable broadband and highlights the regulatory safeguards in place to protect customers, as well as the complexities that can arise when service expectations are not met.