Monitoring - Following last night's planned maintenance, we have completed testing on all affected Genexis GNX devices.

All 3,588 impacted GNX devices have been successfully factory reset as part of the fix.

What does this mean for you?

A factory reset returns your GNX device to its original settings. This means any custom changes you previously made—such as your WiFi name (SSID), WiFi password, or port forwarding - have been cleared.

If you had set up a custom WiFi name and password, your wireless devices will now be looking for that previous "Custom" network, which no longer exists.

Next Steps for Affected Customers:

You may notice your devices are unable to connect to WiFi. Please check the front, bottom or back of your GNX device for the default WiFi name and password, and reconnect your wireless devices using this information.

If you wish to use your previous custom settings, you can log into your GNX device and update your network name and password as before. Once updated, your devices will reconnect as usual.

Jul 18, 2025 - 08:50 BST
Identified - We have identified a fix for the ongoing Genexis issue. As part of this solution, we will need to perform a factory reset on all affected Genexis devices.

What does this mean for you?

If you contact us for support regarding this issue, please note that we will need to factory reset your Genexis unit rather than simply power cycling it. This process will restore your device’s Wi-Fi name (SSID) and password to the original settings provided at installation.

- If you previously set a custom SSID or password, you will need to either update your GNX settings again after the reset or reconnect your devices using the original network details.

Thank you for your understanding and patience as we work to resolve this issue.

Jul 17, 2025 - 11:40 BST
Update - Thank you for your continued patience. While our team has implemented a fix, we are aware that some customers are still experiencing issues. We’re actively investigating and working to fully restore service. We apologise for any inconvenience.
Jul 17, 2025 - 09:15 BST
Update - Thank you for your ongoing patience. An emergency change has been raised to resolve interference issues affecting our Genexis modems. This may result in a brief outage for affected customers tonight. We sincerely apologise for any inconvenience caused and appreciate your understanding.
Jul 16, 2025 - 17:20 BST
Investigating - We are aware that customers who have our Genexis modem installed may be experiencing a disruption with their connection. We are aware of this and are currently investigating the cause. We apologies for the disruption of your service and thank you for your patience while we look to get your service back online as soon as possible.
Jul 16, 2025 - 12:14 BST

About This Site

Welcome to Gigaclear's status page! Here you can find the current status of our network and information on past incidents.

If you are experiencing a problem not listed on this page and you are a Gigaclear customer, please contact our customer operations team on 01865 591131.

Internet Network Operational
Bedfordshire Operational
Berkshire Operational
Buckinghamshire Operational
Cambridgeshire & Huntingdonshire Operational
Derbyshire Operational
Devon & Somerset Operational
Essex Operational
Gloucestershire Operational
Herefordshire Operational
Kent Operational
Leicestershire Operational
Lincolnshire Operational
Northamptonshire Operational
Oxfordshire Operational
Rutland Operational
Wiltshire Operational
Worcestershire Operational
Surrey Operational
Hertfordshire Operational
Warwickshire Operational
Network Services Operational
Domain Name Service (DNS) ? Operational
DHCP ? Operational
Home Phone Service Operational
Customer Portal Operational
Customer Service Centre Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Jul 18, 2025

Unresolved incident: Resolved – Genexis GNX Device Update.

Jul 17, 2025
Resolved - This incident has been resolved.
Jul 17, 20:49 BST
Monitoring - The National Grid has reported a power cut currently impacting your area. They expect power to be restored by 6:00pm this evening.

To maintain your broadband service during this period, we have attached a generator to our cabinet. We are monitoring the situation closely and will provide further updates as needed.

Thank you for your patience and understanding.

Jul 17, 14:12 BST
Resolved - This incident has been resolved.
Jul 17, 13:39 BST
Monitoring - The National Grid has reported a power cut currently impacting your area. They expect power to be restored by 6:00pm this evening.

To maintain your broadband service during this period, we have attached a generator to our cabinet. We are monitoring the situation closely and will provide further updates as needed.

Thank you for your patience and understanding.

Jul 17, 13:20 BST
Identified - The issue has been identified and a fix is being implemented.
Jul 17, 13:18 BST
Investigating - We are investigating an issue affecting customers attached to the cabinet in Cinderford.

Updates will be posted here as soon as the fault has been identified. We do not currently have an estimated time of recovery.

Jul 17, 12:13 BST
Jul 16, 2025
Jul 15, 2025
Resolved - This incident has been resolved.
Jul 15, 14:06 BST
Investigating - We have detected an issue affecting multiple cabinets and customers connected to them in Bourton-on-the-hill (South West). Our engineers are investigating the cause.

We will update this page with further information as soon as we have identified the fault. We do not currently have an estimated time of recovery.

Jul 15, 05:20 BST
Resolved - This incident has been resolved.
Jul 15, 06:21 BST
Investigating - We have detected an issue affecting multiple cabinets and customers connected to them in Cambridgeshire & Huntingdonshire. Our engineers are investigating the cause.

We will update this page with further information as soon as we have identified the fault. We do not currently have an estimated time of recovery.

Jul 15, 03:07 BST
Jul 14, 2025
Resolved - This incident has been resolved.
Jul 14, 09:49 BST
Investigating - We are investigating an issue affecting customers attached to the cabinet in Farmoor.

Updates will be posted here as soon as the fault has been identified. We do not currently have an estimated time of recovery.

Jul 11, 19:58 BST
Jul 13, 2025

No incidents reported.

Jul 12, 2025

No incidents reported.

Jul 11, 2025
Resolved - This incident has been resolved.
Jul 11, 10:56 BST
Investigating - We’ve just been informed by our Network Operations team that there’s an issue with the service in your local area. Our engineers are investigating the cause of this problem and are doing everything they can to restore your broadband service as quickly as possible.
Jul 10, 19:04 BST
Jul 10, 2025
Jul 9, 2025
Resolved - This incident has been resolved.
Jul 9, 10:20 BST
Investigating - We’re aware there’s an issue with our service in your area. We’ve Engineers looking at the problem and are doing everything we can to get the issue resolved. We’ll update you again when we’ve more information and to let you know when the service will be restored. Apologies for any inconvenience caused.
Jul 9, 08:57 BST
Jul 8, 2025
Resolved - This incident has been resolved.
Jul 8, 09:28 BST
Investigating - We’re aware there’s an issue with our service in your area. We’ve Engineers looking at the problem and are doing everything we can to get the issue resolved. We’ll update you again when we’ve more information and to let you know when the service will be restored. Apologies for any inconvenience caused.
Jul 8, 06:11 BST
Jul 7, 2025
Resolved - This incident has been resolved.
Jul 7, 14:06 BST
Investigating - We are currently investigating this issue.
Jul 7, 12:28 BST
Resolved - This incident has been resolved.
Jul 7, 10:32 BST
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 4, 10:51 BST
Update - We apologise for the frustration caused. Our engineers and Network team are actively working towards a resolution, with the estimated completion still expected in July. Thank you for your continued patience.
Jun 30, 12:09 BST
Update - Thank you for your ongoing patience. Our Network Operations team has been escalating the matter to all necessary parties, with our estimated resolution still expected in July. We apologise for the frustration caused.
Jun 25, 09:11 BST
Identified - Unfortunately at the current time we are aware of a congestion issue in your area, our teams are working diligently to resolve the congestion during peak hours.

Due to the nature of the required works this can unfortunately take some time for us to resolve, and at current the estimated completion of all required works is into July.

We are very sorry for the inconvenience and disruption caused to your service during this time.

Jun 18, 16:40 BST
Jul 6, 2025
Resolved - This incident has been resolved.
Jul 6, 04:04 BST
Update - We have identified the cause and engineers are implementing repairs. Some services may begin to recover gradually as we roll out the fix.

We appreciate your continued patience and will provide another update as soon as more information is available.

Jul 4, 13:03 BST
Update - We are continuing to work on a fix for this issue.
Jul 4, 10:52 BST
Update - Our engineers continue to work on a fix for this issue. We'll keep you updated as work progresses. Sorry for the disruption and thankyou for your patience.
Jul 4, 08:21 BST
Identified - Our engineers have found the fault however they require extra resources in order to resolve it.
Jul 4, 01:11 BST
Update - Our engineers have found the fault however they require extra resources in order to resolve it.
Jul 4, 01:10 BST
Investigating - We have detected an issue affecting multiple cabinets and customers connected to them in Bradford-On-Avon, Wiltshire. Our engineers are investigating the cause.

We will update this page with further information as soon as we have identified the fault. We do not currently have an estimated time of recovery.

Jul 3, 22:13 BST
Jul 5, 2025
Resolved - Good news, our engineers have now fixed the issue and your service has now been fully restored. You should be able to access your broadband service as usual.
Jul 5, 07:41 BST
Investigating - We’ve just been informed by our Network Operations team that there’s an issue with the service in your local area. Our engineers are investigating the cause of this problem and are doing everything they can to restore your broadband service as quickly as possible.
Jul 5, 03:12 BST
Jul 4, 2025