Gigaclear Status

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

Past Incidents

Jul 18, 2025

Unresolved incident: Resolved – Genexis GNX Device Update.

Jul 17, 2025

Cabinet Issue - Cinderford

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

Cabinet issue - Cinderford

Resolved - This incident has been resolved.
Jul 17, 13:39 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

Network Outage - Bourton-on-the-hill (South West)

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

Network Outage - Cambridgeshire & Huntingdonshire - Ramsey 01 (East)

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

Cabinet issue - Farmoor

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

School Lane, Takeley

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

Network Outage - Aylesbury, Buckinghamshire

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

Network Outage - Far Oakridge, Gloucestershire

Resolved - This incident has been resolved.
Jul 8, 09:28 BST

Jul 7, 2025

Gaunts End Essex Network Outage

Resolved - This incident has been resolved.
Jul 7, 14:06 BST

Investigating - We are currently investigating this issue.
Jul 7, 12:28 BST

Congested Network - Essex Area 3

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

Network issue - Bradford-On-Avon, Wiltshire

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

Woburn, Milton Keynes

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

Jul 4, 2025