FAQs

How to use my own router

Using your own router is something we only recommend if you are confident with the technology or have access to your own IT support. Due to the large number of router options available, we cannot provide support for non Giganet routers and cannot assist you in configuring your own router. Please also note that we don’t guarantee your service speed or reliability unless you use a Giganet router.

How to configure your own router
If you are technical or have IT support, the below information is all that you’ll require to get online. Your username and password are securely provided via the customer portal.

Connection details

Connection Type: 1Gb/s Ethernet WAN connection to the ONT (CAT5e/6 cable required)
Authentication Type: PPPoE
PPPoE Encryption: PAP [sometimes not needed]
PPPoE service name: [leave blank]
PPPoE username: view in customer portal
PPPoE password: view in customer portal
MTU 1500 Bytes: [sometimes not needed] (although you may need 1492 Bytes.)
Assigned IP addresses (Your public IPv4, DNS, default gateway): Your public IPv4 can be viewed in customer portal. PPPoE should automatically assign your public IPv4, DNS, default gateway IPs. If you need to enter our DNS servers manually, they are:

  • Primary DNS: 37.48.224.26
  • Secondary DNS: 185.102.149.13

These DNS servers are only accessible form within the Giganet network.

VLAN ID: Openreach Full Fibre: untagged/ not applicable. CityFibre Full Fibre: 911

CityFibre VLAN ID

CityFibre connections require VLAN ID 911 configuring on the WAN/ Internet port. You need to ensure that your router supports configuring a VLAN on the WAN/ Internet port. If you fail to set VLAN ID 911 on CityFibre connections, you will not be able to connect to the service.

Supporting third party routers

Giganet provides no support for third party customer routers. The information above is all that is required to connect a third party router to our service, so if you are struggling beyond this, then please contact the manufacturer of the router for support.

If you are struggling to access the customer portal to access to your PPPoE username/password, please contact us.

Will your previous provider’s (BT/Sky/TalkTalk/Virgin Media/etc) router work with our services?

Almost certainly not. Many other providers lock down their router’s settings to only work with their broadband connection. Even if they don’t, your previous broadband connection type may have used a different internet port type (VDSL/G.Fast/DOCSIS cable), and all of these are incompatible with our full fibre services.

Reductions in service offering with using your own router

When you use your own router, we are much more limited in the support that we are able to offer you. This includes supporting you for any reported speed, reliability, and general connectivity issues.

Therefore, in some cases, before we can support you further, you may need to connect the router that we’ve provided you. If you have opted out of receiving our router from the outset, then we may be required to ship you a router, and this will incur a cost.

Is a modem needed to use your own router?

No. Our full fibre services use an Ethernet connection point on the Optical Network Termination (ONT) device that the engineer installs into your home. A modem is traditionally required where you plan to use your own router/firewall on broadband services that don’t use Ethernet – including VDSL or G.Fast which run over copper telephone lines, and your router/firewall doesn’t include the VDSL/G.Fast modem inside.

Do you need to turn the Giganet router into bridge mode to use your own router?

No, as full fibre is handed off using an Ethernet connection point on the ONT, no modem is required. Therefore you just need to connect your firewall/router to the ONT with a CAT5e/6 cable to get started.

Will I get a discount for using my own router?

If you are a new customer, you will receive a £30 credit on your first bill after activation if you opt-opt of our router.

Being open, the £30 credit is less that what our router costs, but you’d be helping to save unnecessary eWaste if you planned on using your own router in any case, and although we don’t provide support for third party routers, there is often an additional customer service and technical support burden on our teams where customers plan to use their own router. Not always, but sometimes.

If we have already shipped you a router and you subsequently decide not to use this before your service is activated, then there are no discounts sadly. Please do contact us if you wish to return it however so we can reuse/recycle it and prevent unnecessary eWaste. We shall pay for the return postage.

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