Cancel Gigaclear the easy way

Service overview

Gigaclear builds and sells ultrafast full fibre broadband to rural homes and businesses across the United Kingdom. Packages include routers and optional Smart WiFi features and are sold on an 18 month minimum term for most offers.

Where Gigaclear fits

Gigaclear focuses on full fibre to the premises in rural and under served areas, offering packages from 300Mbps up to 900Mbps at promotional prices for new customers. The company is privately held under Infracapital and headquartered in Abingdon.

Company facts

Web

1. Sign into your Gigaclear online account if available or locate the cancellation form via Gigaclear Help.
2. Complete the cancellation form with your account number and order confirmation date.
3. Email the completed form to [email protected] or upload via the account portal.
4. Keep the email sent timestamp and await an acknowledgement from Gigaclear.

iOS

1. There is no published Gigaclear cancellation app on iOS for submitting cancellations.
2. Use Safari to open your account on gigaclear.com and follow the Web steps above.
3. Email [email protected] after submission to get a written record.

Android

1. There is no published Gigaclear cancellation app on Android for submitting cancellations.
2. Use Chrome to access your Gigaclear account on gigaclear.com.
3. Email [email protected] to confirm the cancellation in writing.

Phone

1. Call Gigaclear customer services (number not published by Gigaclear in available sources).
2. Ask the agent to log a cancellation request and request a confirmation email or reference number.
3. Send an email to [email protected] quoting the call reference to create a written record.
4. Retain any reference number and the agent name for escalation if needed.

Email

1. Send an email to [email protected] (or [email protected] if required) with: account name, address, order confirmation date, and reason for cancellation.
2. Request a written acknowledgement and specify whether you are cancelling within the 14 day cooling-off period if applicable.
3. Keep your sent email and any reply as proof; the Consumer Contracts Regulations require the trader to acknowledge cancellation without delay.

Post

1. Write a clearly signed cancellation letter including your account number, address, order confirmation date and whether you are cancelling within the 14 day cooling-off period.
2. Send it by registered post to: Gigaclear, Wyndyke Furlong, OX14 1UQ Abingdon, United Kingdom.
3. Keep the registered post receipt and follow up by email to request acknowledgement.

Cooling-off (14 days)

Right: You can cancel a distance or off premises contract within 14 days from the day after you receive your Order Confirmation. To exercise this right send a clear statement by email or post to Gigaclear before the 14 day period ends. If services began during the cooling-off period you must pay for the services provided up to cancellation and return any equipment within 14 days. Evidence required: order confirmation date, sent cancellation email or registered post receipt, proof of return or offer to return equipment.

Applicable law: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - cooling-off rules and the Digital Markets, Competition and Consumers Act 2024 for subscription cooling-off.

Smart WiFi speed and coverage (40 day special right)

Right: For Gigaclear Smart WiFi Service you can cancel within 14 days from the day after Order Confirmation. Separately, if you are not receiving guaranteed Smart WiFi speed and coverage after following Gigaclear recommended adjustments you may cancel the Smart WiFi Service within 40 days of activation without early termination charges. Broadband service continues unless you also cancel that contract. Evidence required: activation date, records of following recommended adjustments, written notice to customer services.

Source: Gigaclear Smart WiFi Terms. Applicable law: Consumer Contracts Regulations 2013.

End of minimum commitment

Right: Most Gigaclear offers carry an 18 month minimum term. You may cancel without early termination charges at the end of the 18 month term by giving notice as required in your contract. Evidence required: contract start date and written notice of cancellation at the end of the term.

Applicable law: Consumer Rights Act 2015 for contract performance obligations.

Price increase or contract variation

Company-specific policy not published by Gigaclear for unilateral price increases in available sources. If Gigaclear raises the price or varies contract terms you should check your contract for a specific right to exit. If the contract does not allow a change, you may have grounds under consumer law to cancel. Evidence required: notice of price increase from Gigaclear and your original contract terms.

Applicable law: Consumer Rights Act 2015 and oversight by the Competition and Markets Authority for unfair terms.

Moving address

Gigaclear company policy for moves to addresses outside coverage is not published in the available sources. If Gigaclear cannot supply the service at your new address you may be able to end the contract without penalty; provide proof of new address and coverage check indicating lack of service. Evidence required: new address, coverage check or written confirmation from Gigaclear that service cannot be provided.

Applicable law: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Death of the account holder

Gigaclear policy for death of a subscriber is not published in the available sources. Typically, provide a copy of the death certificate and proof of authority to act for the estate and request account closure in writing. Evidence required: death certificate and proof of authority.

Applicable law: Consumer Rights Act 2015 for contract termination by legal representatives.

Before you cancel - negotiate with Gigaclear

Retention offers by Gigaclear are not recorded in the available research sources. To request a retention offer contact customer services by phone or email at [email protected] and explain the reason you want to leave. Ask specifically for a price match, a promotional extension, or a downgrade to a lower speed tier. Follow these steps: 1) call customer services and note the agent name and reference; 2) send a confirming email to [email protected]; 3) request any offer in writing before accepting cancellation. If Gigaclear does not publish retention offers, this is the only provable route.

What cancelling will save you - yearly calculations

Compute yearly costs for Gigaclear promotional plans and compare to competitors. Examples using published prices:

Gigaclear 300Mbps at £16 x 12 = £192 per year.

Gigaclear 400Mbps at £22 x 12 = £264 per year.

Gigaclear 600Mbps at £24 x 12 = £288 per year.

Gigaclear 900Mbps at £24 x 12 = £288 per year.

Post-contract example: Gigaclear 300Mbps post-contract price ~£46 x 12 = £552 per year.

Cheapest real alternative from the research: Hyperoptic at £17 per month. Hyperoptic yearly cost = £17 x 12 = £204 per year.

Example savings if you must leave Gigaclear at the post-contract rate and switch to Hyperoptic: £552 - £204 = £348 saved per year.

Example comparison for a promotional Gigaclear 300Mbps customer switching immediately to Hyperoptic: £192 (Gigaclear promo) versus £204 (Hyperoptic) means switching immediately would cost £12 more per year, so check contract end dates before switching.

Key laws and regulator

Regulator: Competition and Markets Authority (CMA). Applicable laws include the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for cooling-off rights and the Digital Markets, Competition and Consumers Act 2024 for subscription cooling-off at renewal. The Consumer Rights Act 2015 requires services to be performed with reasonable care and skill and limits unfair contract terms.

Cooling-off and refunds

The Consumer Contracts Regulations 2013 give you a 14 day cooling-off period for most distance and off-premises contracts. If you cancel during that period and the service has been supplied in whole or part you must pay for the service supplied to the point of cancellation. Gigaclear's refund rules state activation and installation fees are not refundable if the service was activated or installed during the cooling-off period; equipment must be returned within 14 days or refunds may be reduced. Source: Gigaclear refund policy in company terms and Smart WiFi terms.

Escalation steps

Start by complaining to Gigaclear in writing. If Gigaclear does not resolve the issue, take the complaint to Citizens Advice for guidance. For sector disputes escalate to the relevant communications ombudsman or Ofcom complaints channels. For payment disputes use your card issuer for chargeback or Section 75 if the payment qualifies. The CMA monitors unfair auto-renewal practices and the Digital Markets Act 2024 protects renewal cooling-off rights.

Equipment return and final billing

If equipment was provided you must return it undamaged and in original packaging within 14 days of cancellation to avoid deductions from your refund. If Gigaclear collects the equipment they will charge a reasonable collection cost. Activation fees are not refundable after activation. If you cancelled during the cooling-off period and services were used, you must pay for the proportionate cost of services provided up to cancellation.

Service access and re-activation

Once your cancellation is accepted Gigaclear will stop the service as per the contract end date or cooling-off processing. If you later decide to re-subscribe you will need to place a new order; promotional prices may not be available on re-activation and new minimum terms apply. Keep your account and billing records until final settlement is complete.

Follow this checklist to cancel and protect yourself from unexpected charges.

• Find your Order Confirmation date and contract start date.
• If within 14 days cooling-off, prepare a clear written cancellation and send it to [email protected] or by registered post to Gigaclear, Wyndyke Furlong, OX14 1UQ Abingdon, United Kingdom.
• If cancelling after the cooling-off period, check if you are still within the 18 month minimum term to avoid early termination charges.
• Keep copies of all emails, the registered post receipt, and any acknowledgements from Gigaclear.
• If equipment was supplied, arrange return within 14 days and keep proof of postage or collection details.
• Check your final bill for activation fees, proportionate charges, or collection charges and raise a dispute in writing if incorrect.
• If you need a replacement provider, compare prices and availability - Hyperoptic is listed at £17/month in the available research and EE Full Fibre 100 at £26.99/month.