Broadband customers can now check their own line from the Giant portal in seconds — and see what the network sees — instead of ringing support to ask whether the problem is at their end.
LIVERPOOL, UK — 5 October 2026 — Giant Communications today launched Line Diagnostics, a self-service check built into every customer’s online portal. One click asks the network and Giant’s own authentication platform what they can see of the customer’s connection right now, and reports back in plain English: whether the line is up, whether the router is signed in, how long it has been online, and what the last tests found.
What customers see
Open the service in the portal, choose Diagnostics, and press Begin check. Each reading flips from “Checking…” to its result as the network answers, beneath a one-line verdict: Your line is up and connected, or The line is up, but your router is not signed in — the case customers most need telling apart from a fault on the line.
Every reading is shown whether or not it applies, so a line that cannot answer one says why rather than leaving a gap. The readings:
- Connection — whether the network can see the line; on monitored full-fibre circuits, the speed, line type and the date it went live
- Session — whether the router is signed in to Giant right now and for how long, with data moved; otherwise when the last session ended and why
- Authentication — the most recent sign-in attempts and whether they were accepted
- IP address — the address on the session and whether it answers
- Availability and traffic — on monitored circuits, uptime over the last 24 hours and peak and average throughput
- Tests — the history of line checks and their results
Nothing is sent to the network until the customer asks. If the portal sees the router offline, it offers the check right there.
Tools for business and partner customers
Where a customer manages lines on behalf of their own clients, the same page carries the fixes that used to mean a ticket:
- Test the line now — asks the network to run a line test and shows the result; on monitored circuits the answer comes back immediately, check by check
- Reset the session — forces the line to sign in again, for a connection that is up but not passing traffic
- Reset the port — bounces the port at the exchange, for a line that will not connect at all
- Resync authentication — sends the line’s credentials to the network again, for a line that connects on the wrong speed profile
Each interrupting action asks for confirmation, is rate-limited so it cannot be fired repeatedly, and is logged against the service. Residential customers see the readings and test results; the actions that interrupt a connection stay with partners and Giant’s own support team.
Availability
Line Diagnostics is in the portal now for every Giant broadband customer, from the Diagnostics tile on the service overview and the Line Diagnostics link beside it. Live readings are available today on the networks that carry Giant’s full-fibre services, with further networks to follow; where a line’s network offers none yet, the page says so plainly.
Alongside it, the service overview now paints at once and fills in live data — connection status, usage, router and connected devices — as each arrives, rather than waiting on every system before showing anything.
About Giant Communications
Giant Communications is a UK broadband and communications provider, delivering full-fibre and copper broadband, voice and connectivity to homes, businesses and channel partners, with ordering, provisioning, monitoring and support run from its own platform.
