Covid-19

G.Network response to Coronavirus

Last update: 2nd November 2020

 

We’ve been carefully monitoring government updates around 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.

 

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/.

 

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 fine 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 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

Following the announcement of the November lockdown, are you still processing orders?

Yes, we’re still accepting and processing orders. Our engineers are 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. This means our teams will ask you to confirm, in person and in writing, that there is nobody in your property who is unwell before entering.

 

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

Yes, our engineers are 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.

 

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

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.