Can't find the answer you are looking for?
If you couldn't find the information you were looking for you can give one of our advisors a call, they'll be happy to help.
Switching to G.Network.
Placing an order.
How can I purchase G.network broadband?
There are multiple ways to get a G Network broadband.
Online
You can browse the products and offers on our website and purchase online.
Phone
You can reach our sales advisors by calling 0800 084 3737 or sending an email to sales@g.network.
They will help you choose the best tariff for your needs.
Can I update my order post purchase?
Upgrading or downgrading your speed
You can upgrade or downgrade the tariff you have chosen at any point before your installation.
After the installation you can upgrade the tariff at any point, however you may need to pay a fee to downgrade your tariff, please get in touch with our customer service team on 0203 909 4555 to find out more.
Extras and add ons
You can add extras such as our Full-On-WiFi mesh system or static IP at any time during your contract.
Just contact our customer service team on 0203 909 4555, and they will help you with the changes you'd like to make.
What happens after I've placed my order?
After you place your order with us, whether that’s over the phone or on the website, you can expect a call from one of our Connections Advisors within 48 hours to let you know what the next steps are.
As we’re putting brand-new connections into the property, we may need to conduct a survey and get the relevant permissions from the landlord or freeholder. Once these are in place we can book the installation.
We’ve put together a useful guide which explains each step.
If you want to check the status of your order you can also get in touch with one of our advisors on 0203 909 4555.
How can I renew my contract?
For assistance, please contact one of our advisors via email on customer.options@g.network.
Make sure you have your G.network order number as we will need this to find your account.
Network availability.
Is G.Network available in my area?
We’re rolling out our network across London. To check if our services are available in your area, you can use the our availability checker.
Alternatively, you can contact our sales team who will be able to advise whether we serve your address.
- Phone: 0800 084 3737
- Email: sales@g.network
Why have I been told G.Network is available in my area, but I’m unable to purchase online?
Firstly, thanks for your interest in G.Network. There are a couple of reasons why you might not be able to purchase online. It might be that we’re waiting for a Wayleave in your building (that’s the legal agreement we need to install fibre) or if you’re purchasing our Essential Fibre tariff.
If you give our team a call, they’ll be happy to help you.
Engineer call outs.
When time will my engineer arrive for engineer call outs?
Our engineers have specific time slots for their operations: morning 9am-1pm and afternoon 1pm-5pm.
If you have a preferred time slot, please let us know using the contact details provided below, and we will inform the engineer.
For any further updates or inquiries about your installation, please reach out to our customer service team on 0203 909 4555.
Why was I charged for an engineer visit?
There may be instances where we will have to charge you for engineer visits may incur charges due to various factors, such as service agreements, specific service requests, or the need for technical assistance at your location.
If you have any further questions or concerns about the charge, please don't hesitate to contact our customer service team on 0203 909 4555. They will be happy to provide you with a detailed explanation and assist you further.
Moving properties.
What should I do if I'm moving to a property with an existing G.Network connection/router?
If you're moving to a new property that already has a G.Network connection/router, please get in touch with our sales team or place a new order online.
Our team will be able to handle your request and assist you in setting up the connection at your new place.
Is a G.Network router provided?
A G.Network router is included with all residential tariffs, this will be pre-configured with a WiFi password and code in order to access the service.
There will be ethernet ports available that can be used to hardwire into the router. For business tariffs we provide a termination point in the property.
An optional WiFi router is available if you require one otherwise you'll be responsible for connecting our network to your associated infrastructure.
If you choose our Managed Router Service as an add-on, we'll supply an enterprise-grade router that we will also install in your property.