Covid-19

G.Network response to Coronavirus

Last update: 15th June

 

We’ve been carefully monitoring government announcements around the Coronavirus. We know this is an uncertain time for all of our customers, so we’re publishing this information on how we’re ready to support you.

 

Our network

Our brand-new full-fibre broadband network was designed to support even the most demanding data use. We’re constantly monitoring our connectivity to ensure that, at this critical time, you stay connected. We’re confident that we can maintain any service level agreements in our customers’ contracts, and our network engineers will respond quickly to any reports of connection issues. We’ll do everything we can, as fast as we can, to keep you connected.

Even as more of our customers choose to work from home, we’ve seen no congestion or performance drops to date.

If you see works being delivered in the street by G.Network staff or contractors, please be assured that these are being done with the approval of the UK government and the relevant local authority. We keep a close eye on the government guidelines on construction field-based work and we make sure we stick to them.

On an increasing number of sites, you’ll also see ‘social distancing marshalls’. These workers are helping all of our teams stay the right distance apart while they deliver the internet that Londoners need. These works are to install full-fibre broadband into local areas, which many people are depending on at this time. They are not connected with the 5G rollout.

We would like to apologise in advance for any inconvenience that these works may cause and can assure you we are trying to keep disruption to the absolute minimum. These works have been deemed ‘critical’ by the UK government because many more local residents are relying on their home broadband during the Coronavirus outbreak. We get permission on where and when to dig from local councils or TfL, so we work closely with them on these decisions. In some areas we’re trialing measures such as noise reduction barriers or changing the start and end times of work. Most of our field teams aren’t working on weekends.

 

New customers

We’ve introduced a new low cost tariff for residential customers. Any new customer can sign up for the 150 Mbps package for just £22 per month. The package comes with £0 connection fee and uncapped data. For more detail, please visit https://www.g.network/home-broadband/.

 

Vulnerable customers

Along with other broadband providers, we’ve signed up to a set of government guidelines to protect the most vulnerable consumers at this time. Any vulnerable customers should contact us on info@g.network or 0800 086 1148 to discuss any special arrangements that we can make for you.

 

NHS and Care home support

We’re proud to support our NHS and care workers at this difficult time. G.Network has signed up to government pledges to support NHS clinicians and care homes. If you’re an NHS clinician or you’re based at a care home, please contact us on info@g.network or 0808 196 3485 and we’ll be happy to discuss any special arrangements we can make for you.

 

Data

All G.Network connections come with unlimited data use as standard.

 

Keeping us safe, to keep you safe

We’re very closely monitoring the wellbeing of all our G.Network staff. If one of our team does need to visit your property, you can rest assured that, to the best of our knowledge, it’s OK for them to do so. We’re also equipping them with high-grade personal protective equipment (PPE) to ensure that there’s an even lower risk of transmitting the Covid-19 virus. We’re also keeping them up to date on the latest guidelines around social distancing and hand washing, and we’re ensuring they have everything they need to work safely.

To keep you safe, we also need to make sure they’re as safe as possible. So our teams will ask you to confirm, in person and in writing, that there is nobody in your property who is unwell before entering.

 

Customer Q&A

Can I still order broadband from G.Network?

Yes, we’re still accepting and fulfilling orders. You can do this on our website, or please give us a call.

 

Can I still get an engineer out to install broadband into my home?

Yes, our engineers are still visiting homes to install connections once we have the appropriate surveys and paperwork. To keep you safe, we also need to make sure they’re as safe as possible. So our teams will ask you to confirm, in person and in writing, that there is nobody in your property who is unwell before entering.

 

How can I be certain that it’s safe for someone to visit my property?

If one of our team does need to visit your property, you can rest assured that, to the best of our knowledge, it’s OK for them to do so. We’re also regularly reminding them of the government guidelines around social distancing and regular hand washing.

 

Why are your engineers still digging streets?

We have received guidance from the UK government that the rollout and maintenance of broadband networks is ‘critical work’. Many more people are relying on their broadband, so we’re working to give them the best possible connections. We’ll continue to stick to their advice in the coming weeks.

 

Are you installing 5G?

No. 5G runs off cell sites or mini mobile towers.

 

What are you doing to minimise the impact of street works on local residents?

We’re doing our best to minimise the impact of our works in local areas. We get permission on where and when to dig from local councils or TfL, so we work closely with them on these decisions. In some areas we’re trialing measures such as noise reduction barriers or changing the start and end times of work. Most of our field teams also aren’t working at the weekends.

 

You’re digging on my street at present. When will you finish?

With reduced foot and vehicle traffic in London it’s possible for us to speed up some of our field-based work. But it is difficult to give firm guidance on individual work sites. However on average a single street of 100m will take about 8 working days to complete.

 

How are you supporting customers at this time?

Many more people are relying on their broadband connection at this time, so we’re making sure we keep all our customers connected. We’re confident that we can maintain any service level agreements in our customers’ contracts, and our network engineers will respond quickly to any reports of connection issues.

 

What about vulnerable customers?

Any vulnerable customers should contact us on info@g.network or 0800 086 1148 to discuss any special arrangements that we can make for you.

 

How are you supporting your teams?

We’re very closely monitoring the wellbeing of all our G.Network staff. We’re also keeping them up to date on the latest guidelines around social distancing and hand washing, and we’re ensuring they have everything they need to work safely.

 

Will my connection be affected by the Coronavirus situation?

We’re confident that we can maintain any service level agreements in our customers’ contracts, and our network engineers will respond quickly to any reports of connection issues.

 

Getting in touch

For customers or members of the public with any questions related to our Coronavirus response, please don’t hesitate to contact us on 0800 086 1148 or info@g.network.

 

For journalists and members of the media, please contact press@g.network or call 020 8106 8722. Please note that our press office can’t answer customer enquiries.