Giganet - issues with support

Anyone else on Giganet not getting responses to support emails and no answer on the support line? Thinking I'll need to try and switch providers as have ongoing low upload and high latency/packet loss issues with no support response.

My service is currently working perfectly fine, but within the 3 months of being with them they've gone from responding to every email to now complete silence. I have no idea what's going on.

I just happened to raise two tickets last night, one account related and one a query about a red flashing light on the ONT....

The account query was anserwed pretty quick (perhaps because it was about renewing contracts?!) - they said the issue reneing had been fixed, but then closed the ticket before I could reply - I still cant renew the contract and Ive no idea if they did it for me.

The other support ticket regarding the red flashing light on the ONT has gone unanswered.

It does beg the question if I should be looking for an alternate supplier. Ive had no problems and my speeds/latency etc are all perfectly good - but today's response (and lack of) has is ringing alarm bells! Maybe not being able to renew is a blessing in disguise!

Same here. Just migrated to Giganet (CityFibre) and tickets have gone unanswered for more than 3 days.

Been with Giganet for a couple of years, but recently speeds have been all over the place. Also, some issues with some websites not being reachable, with from what I can see, using traceroute etc things are timing out somewhere in their network.

I did contact support, but took a while for the initial response. First thing they asked is was I using their router - I am not, when I signed up it was a terrible Technicolour thing, and you could get a discount for not taking it, so I did that. The response I then got was tough, your problem. I tried calling them as the ticket was closed so could not respond, but just sat on hold for ages and gave up. Switching providers on Monday to something faster, and £8 a month cheaper.

Did finally get a reply followed by a call from an engineer who ran into some odd issues while troubleshooting - looks like they are having the traditional growing pains and not enough resource to meet demand. Interestingly, I've apparently been moved to a 'new' network and the 911 VLAN tag no longer required although still on the same CF fibre connected last year.