Last Updated: 8 February 2026
These Terms & Conditions (“Terms”) form the main contract between you (“Customer”) and Giant Communications Ltd (“Giant”, “we”, “us”).
By ordering or using our services, you agree to these Terms and all referenced policies.
We provide broadband, VoIP, mobile app services, portals, and related communication services (“Services”). Service availability may vary by location and technical feasibility.
A contract is formed when:
We accept your order, and
Services are provisioned or activated.
We may decline orders for technical, legal, or risk reasons.
You agree to:
Provide accurate information
Keep account and contact details up to date
Use Services in line with our Acceptable Use Policy
Protect your login credentials and equipment
You are responsible for all activity on your account.
Charges are set out at order or in your service schedule. Payment terms are governed by the Payments & Invoices Policy.
Failure to pay may result in service restriction or termination.
Where a minimum term applies, early cancellation may result in early termination charges reflecting remaining costs.
Consumers may have statutory cooling-off rights under UK consumer law.
Services are provided on a best-efforts basis unless covered by a specific SLA. Speeds and availability may be affected by third-party networks, equipment, and environmental factors.
We may suspend or terminate services if:
Payments are overdue
You breach our policies
There is fraud, misuse, or legal risk
Unless otherwise agreed, customer premises equipment remains your responsibility. Any Giant-owned equipment must be returned when service ends.
We are not liable for:
Indirect or consequential losses
Business losses on residential services
Failures caused by third-party networks or power outages
Our total liability is limited to fees paid in the previous 12 months.
We are not liable for delays caused by events beyond our reasonable control (e.g., network failures, extreme weather, power outages).
We may update services, pricing, or policies with appropriate notice.
These Terms are governed by the laws of England and Wales.
VoIP services rely on broadband and power.
Emergency calls:
May not work during power cuts or internet outages
Depend on the address registered on your account
May provide less precise location data than landlines
Customers must keep their installation address up to date. VoIP should not be your sole emergency access method.
To maintain network stability, we may:
Manage traffic during congestion
Prioritise real-time services such as voice
Apply reasonable network controls to prevent abuse
We do not block lawful services but may restrict activity breaching our AUP or affecting performance.
“Unlimited” services are subject to reasonable use.
Unacceptable usage includes:
Operating servers or data centres on residential services
Automated traffic generation
Traffic pumping or SIM farming
Excessive use impacting network performance
We may request migration to a commercial plan or restrict services.
Where applicable:
| Service Type | Response Target |
|---|---|
| Standard Fault | Next business day |
| Major Service Outage | 4 working hours |
| Critical Business Impact | Priority handling |
Targets are not guaranteed unless specified in a contract schedule.
Our website uses cookies for:
Essential functionality
Security
Analytics
User preferences
Users can manage cookies through browser settings.
Partners must:
Prevent fraud and abuse
Maintain CLI integrity
Not bypass billing or routing
Comply with telecom regulations
Fraudulent or abusive traffic may result in immediate suspension.
