Unbeatable speed - with the fastest package offering average speeds of 900Mb few other providers come close to matching Hyperoptic
Upload speed - on Hyperoptic's 1Gb and 150Mb deals, upload speed is the same as download speed
50Mb and 150Mb options available - If you don't need the full gigabit service then you can save money with a budget 50Mb service (with 1Mb upload speeds), or a symmetric 150Mb service
Speed as advertised - as Hyperoptic uses full fibre to the building and high speed networks within the building, connection speeds average at least 95% of the advertised speed
Short contracts available - customers have a choice of 12 month or 1 month contracts
Truly unlimited usage - customers can download as much as they like without limits, there's no traffic shaping or throttling
No landline needed - Hyperoptic comes into your building via fibre optic cable, and into your home via a network faceplate, so broadband-only products are available
Phone bundles available - Hyperoptic can provide good value voice-over-broadband phone services with competitively priced phone bundles only £3 to £6 more than the broadband-only cost
Future proofed - Hyperoptic use full fibre to your apartment building, allowing them to increase broadband speeds as technology or demand progresses. Their building networks can support much higher speeds than are currently offered
Limited availability - only select urban locations are supported. As of 2019 it's available in around 30 cities, and mostly only in apartment blocks
Installation can be expensive - if you have non-standard requirements for installation, such as moving an existing faceplate or placing the faceplate far from from your front door, you may be liable for the full £200 standard installation fee
No copper phone line - Hyperoptic's telephone services work over your broadband connection, meaning they won't work if you have a power cut or broadband outage, so you may have to rely on your mobile phone to make emergency calls, or separately maintain a copper phone connection
Excessive usage policy - although Hyperoptic's broadband is unlimited and unthrottled, their fair usage policy states that if you make excessive use of your connection to the detriment of other customers, then your service may be suspended
Features at a glance
Average speeds start at 50Mb download and 5Mb upload, go up to 900Mb symmetric download and upload with top speeds of 1Gb
Monthly rolling and 12 month minimum contracts available
Truly unlimited usage with no traffic management but 'excessive usage' is prohibited
Free with a 12 month contract during offer periods, £40 activation fee otherwise, and a £200 installation fee may apply if you have non-standard installation requirements
24 hour customer service and technical support via email, national rate phone number (free from Hyperoptic phone lines) or livechat (except from 5pm to 9am on weekends)
The optional HyperHub router has security and parental controls
Optional AC-rated HyperHub router provided
Voice-over-broadband telephone service available for only £3 to £6 more than the broadband-only monthly cost, £5 per month International Plan adds discounted calls to 50 destinations at any time of day
No line rental or landline needed, or you can keep your current copper landline line rental and phone provider
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Hyperoptic.
We bought the fastest (and most expensive) available hyperoptic package as we were tired with BT's intermittent service. It is indeed fast - but only as long as you are right next to the box. Stroll a couple of yards down the hall to my bedroom and I get less than 0.5mbps download speed. Honestly! What a terrible box they sold us. Does anyone know a provider that can deliver a service in the whole flat?
IPTV not working since 2 weeks with fibre connection
Since last week faster broadband hyperoptic fibre I've not been able to watch anything over IPTV.
The channels are connecting all the time internet light on
IPTV used to work fine when I was on normal broadband and the old router, but since last2 weeks nightmare after another!
Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time.
We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change
I lost service for 9 weeks, their customer service is a total joke! You raise a ticket, wait 3 days being ignored, then get an email saying they are closing the ticket because of inactivity.
Finally they replied, blaming me which was proven not to be the case. Then they went quiet again
In the end I withheld payment, and got a series of aggressive emails saying they had suspended a non-existent service. Still no resolution, they make BT look good!
I can read many bad reviews, mostly from London. I know unsatisfied people are more motivated to write complains and bad reviews. I have used many providers over 30 years and this Hyperoptic connection is certainly the best of all. But the quality may well depend on the location. And fortunately I did have to test their CS.
you start with an awful installation on your wall, they do not care about your flat. Speed is very variable and forget the marketing published super speed. Customer care does not work, experiencing delays in answering is ordinary. I am moving to another company.
Absolute joke of a service, line goes dead for a minute or two in the middle of meetings, several times, each day, everyday. They fix it for you over the phone and back to the same "service" the next day.
Tl;DR: Don't fall for the 1Gbps marketing. Or any of the "faster speed" marketing on their media. Just another average provider, they just stretch the facts more than usual.
Being honest, if you only need an average connection and northing out of the ordinary - just like with Virgin, BT, SKY, Talk Talk and others - and DON'T need the speed that they advertise you may be just fine. Just like any other average connection.
But if you're choosing them for the "fibre to the property" and the "over 12x faster than the UK average", don't step any further.
For emails and ocasional netflix/YouTube it's okay, but if you happen to work from home and make regular video conference calls/meetings, or work with heavy files, or stream 4k video, etc., manage your expectations and proceed with caution (or broaden your search).
I have been a Hyperoptic client for about 14 months now. Got the 1Gbps from day 1 and according to Hyperoptic own tests my speed is less than 500mbps download - tests performed by their own engineers are attached.
After months with back and forth, several tests on my end and many visits from their engineers (with loooong waiting times for responses and huge lack of communication in between themselves) they are now just offering me to downgrade, as they can't deliver on what they sold.
Yep, so all that competitive advantage marketed all over their media that made me choose them over Virgin is out of the window. And they don't really seem to care.
For the record, I have spoken with other people in the same building and many others are going through the same issue, but Hyperoptic is never clear about that, nor has provided with any idea on when the issue will be resolved.
The way they also handled the whole low-speed complaint was very unprofessional, with one of the engineers even trying to convince me that under 500mbps on a 1gbps connection was "very good".
Overall I see huge potential in the company and hope they improve very soon, but right now what I can see is that they're overpromising and underdelivering. It's a petty.
NW London, UK
I’ve been a hyper optic customer for over 10 years. I have been generally disappointed with the speed of my 150 gb.
It is not uncommon to have streaming movies start to que.
especially around 11pm to 1:00 am the speed is horrible.
I don’t get it. It is fiber optics. I’m grateful that we are finally moving and I can pay their cancellation fees after being a customer for 10 years. That’s hyper. I wish I never met you.
When it works it quick, but on a twice weekly basis they take the network down for maintenance without telling you, CS are useless and rude. Constantly getting calls from their sales team to upsell
You know how it goes. Whenever you start shopping for a new broadband deal, you find yourself being steered towards the faster, flashier and more expensive services.
The thing is, not everyone needs an upgrade. Some of us are happy with what we've already got, and some don't even need that.
If you don't have a house full of kids who are all online 24/7, or if you live on your own, or are part of the generation that's less computer-reliant, then you may be able to get away with a much more basic broadband service. It could even save you some money in the process.
Let's take a look at your options.
How light is light use?
First of all, you need to work out how much you actually use the internet, to make sure your usage is as low as you think it is.
If your usage is mostly things like web browsing, shopping and bill paying then that's definitely light use. TV streaming counts as well, so long as there's only one person in your house doing it at any given time, and that you don't want to watch in the highest quality on your massive 4K TV.
But there are lots of other things as well that you don't tend to think about: Windows updates on your laptop that happen in the background, downloading movies and TV shows to your Sky Q box, playing games, and sharing large files for work. And all those other little devices you've got connected to your Wi-Fi. Some of them won't be downloading much, but it all adds up.
Chances are that you do use more bandwidth than you realise, so do make sure that you buy a broadband service that's right for your needs.
Broadband for light use
The slowest broadband you can get is standard broadband. This is the old pre-fibre service that runs entirely on the copper phone network. It offers average speeds of around 11Mb, which is enough for general web use or for one person to watch Netflix in HD.
Standard broadband is old tech and is set to be phased out in a few years, but you can still get it right now. It doesn't offer huge savings - standard broadband will typically save you a couple of pounds a month, but over the course of a year they do amount to the cheapest deals you can get.
If you don't want to go quite that slow, the most basic fibre deal you can get is from Onestream. Their 17Mb service is the cheapest widely available fibre broadband package.
Most suppliers' entry-level fibre offers more than double that speed, at around 36Mb. Almost every broadband company has a deal at this level, so there's bags of competition on price and service. TalkTalk, Vodafone and EE all have deals around the same price point for the same speed services.
36Mb is ideal for light use - it's affordable but not too restrictive. It can handle many people online at the same, with even two or three streaming movies simultaneously, so has plenty of headroom for when you have guests round.
You could also consider some specialist providers. Hyperoptic and Community Fibre have great value full fibre packages - at 30Mb and 50Mb respectively - but they're both available in only very limited areas. Or you could go for a mobile broadband deal, running on the 4G network (or 5G in some areas), such as the 18Mb plan from Three.
You don't always have to buy the best or fastest broadband deal around. Pick what you need, and if you only need something basic then you've got plenty of choices.
Ready to start shopping for a new broadband deal? Just enter your postcode into our postcode checker and you'll be able to see exactly what offers are available in your street right now.
When you're shopping for a new broadband deal one of the main things you will need to decide is what length of contract you want to sign up for. In most cases this means a choice between a 12 month, 18 month or a maximum two year deal. But there is another option: the short-term plan.
Some broadband suppliers offer 30-day deals that come without a contract. They work more like a subscription service - it automatically renews each month, then when you no longer need it you just cancel and move on.
Not every provider offers these kinds of deals. In fact, most don't. But they aren't just limited to niche suppliers and you can find them at a whole range of speeds.
They aren't right for everyone, so let's take a look at the advantages and disadvantages of short-term and no-contract broadband.
Benefits of no-contract broadband
The main benefit to no-contract broadband is that it gives you the ultimate flexibility - no strings, no long-term commitment.
This makes it ideal for anyone who is not in a position to sign up for a long contract, such as those living in a short-term let or student housing. Students, for instance, will only be living in their digs for nine or ten months, so even a 12 month deal might not be ideal, let alone anything longer.
The same applies if you're planning to move house. While it's easy enough to take your broadband with you when you move, you do still have to move somewhere where your broadband provider is both available and delivers good performance. If either of those things aren't true, too bad. So if you're moving soon and your current broadband is coming to an end, you might be better off taking a 30-day deal for now, and then buying a new plan from scratch when you settle in to your new home.
Because there's no contract with a short-term broadband deal, there are no penalties when you decide to cancel and switch providers. You can do it any time you like.
No-contract deals also make it easier to upgrade if your needs change, or if better services become available in your area. While providers will be happy to let you upgrade to a faster plan before your contract is up - if you sign a new deal - you can't switch to a different provider without paying a penalty.
If you're waiting for faster technologies to be rolled out where you live, a short-term deal could be just the thing in the meantime. And to make sure you're fully up to date with what broadband services are available in your area, sign up to our free Broadband Autopilot service. It constantly scans for the best and fastest deals you can get, so you'll never miss out.
One final thing to note about short-term broadband is that even though the contracts are different, the performance isn't. Whether you're choosing a basic fibre-to-the-cabinet deal or a cutting edge full fibre service, the speed and everything else will be exactly the same as it would be if you'd signed up for two years.
Downsides to short-term broadband
There are some downsides to choosing broadband without a contract, the main one being that you will have to pay a little more than you would for a comparable long-term deal. Typically, you can expect to pay around £5 to £10 a month extra compared to the lowest price alternatives. And while this can add up over time, remember that most short-term deals aren't really intended for long-term use anyway.
You'll also have to pay a higher setup fee, sometimes as much as £60. This covers the activation fee and the router that you'll be sent to get online.
The best thing you can do before you sign up is to ignore the monthly price and calculate the total price you'll pay instead. So, if you want the service for nine months, work out how much that will cost, factoring in the monthly payments and the setup fees. Then compare it to the total price you'd pay on a 12-month contract. This can easily cancel out a lot of the price difference.
Other downsides to short-term broadband? You get less choice, inevitably, although there are some big name providers and even gigabit options that you can choose from. And you also miss out on any introductory offers like free gifts, bill credit, shopping vouchers and so on.
Hyperoptic Broadband Buyers Guide - Is Hyperoptic right for you?
Can I get Hyperoptic?
Hyperoptic is only available at select urban apartment buildings. In early 2019 it was limited to various postcodes in around 30 cities, covering 400,000 homes.
Plans are in place to increase coverage, but chances are you'll have to wait until you can get it. Hyperoptic should be available in half a million homes by the end of 2019, two million homes by 2022, and some five million homes by 2027.
Hyperoptic's hyperfast gigabit broadband uses a technology called fibre to the building (FTTB) where a full fibre optic link is taken into the basement of an apartment building, this is then distributed to the apartments within the building using a high speed network, either using ethernet or fibre links, depending on the nature of the building. Residents of the building can then connect to the high speed network using an network faceplate installed within their home, either connecting their computer directly with network cable or using the supplied Hyperhub.
To find out if your building has been hooked up to Hyperoptic's network, use our postcode checker. Please note, in some limited cases more than one building will be in the same postcode area or your building may still be in the pre-order phase, if this is the case then the Hyperoptic site will confirm availability before you sign up.
Hyperoptic's standard installation fee for a faceplate is £200, with standard broadband activation charged at £40. Thanks to ongoing promotions, the installation fee is almost never chargable if your installation is straight forward, you don't wish to move an existing faceplate, or place your new faceplate away from your front door. Activation is usually only charged when you opt for a monthly rolling contract rather than a 12 month contract term.
Property developers within Hyperoptic areas can apply to have their buildings upgraded to bring gigabit fibre to their tenants, so if other buildings in your area have Hyperoptic already, talk to your property manager about the possibility of an upgrade. If they know that there's demand in the building, they may be more likely to invest in hyperfast broadband. You can also register your interest on the Hyperoptic website. Buildings with the highest customer demand get the lowest installation costs, and they also get connected before anyone else.
1Gb Fibre Broadband - among the fastest broadband deals you can get in the UK. The average speed is 900Mb - and that's upload as well as download speed. The service is fully unlimited
150Mb Fibre Broadband - the mid-range offering has an average download and upload speed of 150Mb, with is still faster than many UK providers can offer. It's an unlimited service
50Mb Fibre Broadband - the entry-level service has an average speed of 50Mb for downloads, and 5Mb for uploads, all unlimited. This is more in line with entry-level fibre packages from other providers
All of these packages come with truly unlimited usage without traffic shaping or throttling, or any restrictions based on the type of traffic or the time of day. However, there is an excessive usage policy, meaning you could be warned or have your service suspended if you use an excessively large amount of data, to the material detriment of other customers.
As Hyperoptic's service is based on full fibre optic to the building and high speed ethernet or fibre networks within the building, there's no slow downs from copper telephone lines, so the advertised maximum protocol speeds tend to be very close to what you'll actually get, as the very high average speeds show. Most gigabit customers get an average speed of at least 95% of what was advertised, with the median speak at peak hours a whopping 900Mb, with any slowdowns caused by limitations in their devices, the speeds of web servers on the Internet or the links beyond Hyperoptic's servers on the way to the site they're visiting.
Hyperoptic doesn't use a copper phone line, so you don't need one connected to your home if you don't want a landline. In turn, this means you don't need to pay line rental. If you do want a traditional line you can get one installed from a separate provider. If you'd rather get everything from Hyperoptic you can add an optional phone bundle to your broadband contract, with plans starting from only around £3 to £6 extra per month. However, this is a voice-over IP service which uses your broadband connection to make and receive calls. It won't work during power outages or other broadband outages although, for an addition one of £25 charge, Hyperoptic will provide a backup battery that should keep your phone working during most power outages.
Which package should I choose?
An important first question to ask yourself is do you need hyperfast speeds, or would ultrafast symmetric broadband meet all your household's needs?
If you're a light user who doesn't do much uploading (such as sharing photos and videos on social media, or syncing or backing up your devices to the cloud) then the 50Mb downloads and 5Mb uploads package may meet all your needs while saving money compared to the other packages. These speeds are similar to what are on offer through other providers' basic fibre deals. It's likely to be good enough for most homes.
If you have a busy household or you make use of cloud backup or syncing, are a vlogger, social networker or content creator, you're likely to want the speed of 150Mb or 1Gb connections. Not only do they offer vastly superior download speeds, but their upload speeds are among the best on the market.
150Mb download is usually fast enough the even very active households, and the 150Mb uploads mean cloud sync and backup, or video sharing on sites like YouTube, is faster than on any competitor's network. The 150Mb package is likely to be a significant upgrade even from an asymmetric fibre service like BT Superfast Fibre 2. However if you want the very fastest connection possible, the 1Gb symmetric gigabit hyperfast broadband is unbeatable.
Points to consider before you choose
Is speed a priority for you?
Can your computer or other devices actually handle speeds of 1Gb (needs a 2GHz or faster processor and an up to date network card)? If not, opt for 150Mb
Do you have a busy household or make a lot of use of HD or better video services?
Do you upload photos or videos, or make use of cloud sync and backup services like DropBox, iCloud or SkyDrive?
Do you need a phone line to your home or could you make do with just mobile phones for voice?
If you need a phone line, would Hyperoptic's voice-over-broadband phone service work for you, or do you need a phone line that works when your power or broadband is down?
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Hyperhub wireless router - New customers receive an AC-rated wireless router that's fast enough to deliver your broadband at top speed. You can also connect up your own router, if you prefer. The Hyperhub is required if you need to use Hyperoptic's phone service, but can also be connected to a separate wireless router or network switch.
24/7 customer service - Hyperoptic's telephone customer service and technical support is available 24/7 to help with any queries or problems you may have, this is a national rate number but free from a Hyperoptic phoneline. You can also raise technical support tickets using Hyperoptic's website or live chat 24 hours a day on weekdays or between 9am and 5pm on weekends.
What are the benefits of Hyperoptic?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
Unbeatable gigabit speed - With hyperfast 900Mb-average speeds available, few other providers comes close to matching Hyperoptic. As of early 2019, 900Mb is nearly 30 times faster than the UK average broadband speed, 13 times faster than a fibre to the cabinet deal (such as those from BT), and nearly three times faster than what Virgin offer.
Incredible upload speed - On Hyperoptic's 1Gb and 150Mb deals, upload speed is the same as download speed, this is in sharp contrast to competitors who may offer upload speeds of less that 10% of download.
Cheaper options available - Most households don't need 900Mb broadband speeds. You can save money with the symmetric 150Mb option, or even the 50Mb deal. Just beware of the much slower upload speeds on that package.
Short contracts - Hyperoptic is available on a choice of 12 month or 30-day rolling contracts. You'll pay more for the latter but it's a good choice if you're planning to move in the near future. After all, with Hyperoptic's limited coverage, it's unlikely you'll be able to connect in your next home.
No landline needed - Hyperoptic comes into your building via fibre optic cable, and into your home via an ethernet network faceplate, products can be bought stand alone with no landline at all, or paired with someone else's line rental and call plan through your separate copper phone line.
Phone bundles available - Hyperoptic can provide good value voice-over-broadband phone services with competitively priced phone bundles starting from only £3 to £6 extra per month, plus for £5 more you get discounted calls to 50 international destinations at any time of day. Your free Hyperhub router has a voice port that will allow you to connect a standard telephone handset.
Future proofed - Hyperoptic use full fibre to your apartment building, allowing them to increase broadband speeds as technology or demand progresses. Their building networks can support much higher speeds than are currently offered, or upgraded as needed. Hyperoptic have already planned an upgrade to 10Gb connections once technical and customer demand requires it.
Improves property prices - If your building and home have been hooked up to the Hyperoptic network this can produce a sizeable value increase when selling your home, especially if surrounding properties have poor broadband speeds.
What are the drawbacks of Hyperoptic?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
Very limited availability - Hyperoptic is only available in a limited number of (mostly upmarket) apartment blocks in a limited number of postcodes in a limited number of cities. Even if it's available in the building across the street from you, it doesn't mean you'll be able to get it yourself.
Non-standard installation can be expensive - If you have non-standard requirements for installation, such as moving an existing faceplate or placing the faceplate far from from your front door, you may be liable for the full £200 standard installation fee, or at least an additional installation extension servic
Computer or device upgrades may be needed - If you don't have a more recent network card, or have a slower processor, you may need to upgrade your computer to enjoy full gigabit speeds. 150Mb should work on older computers though. To achieve the full gigabit speeds you'll need to use a wired connection, and if you want to achieve wireless speeds over 130Mb, your devices will need to support 802.11ac wireless protocols, which can exclude older mobiles, tablets and games consoles.
No copper phone line during outages - Hyperoptic's telephone services work over your broadband connection, meaning they won't work if you have a power cut or broadband outage. This may not be a problem, and can be mitigated by paying £25 for the battery backup option, but be aware that you may have to rely on your mobile phone to make emergency calls, or separately maintain a copper phone connection if continuous phone line availability is critical.
Excessive usage policy - Although Hyperoptic's broadband is unlimited and unthrottled, only using traffic management to prioritise telephone calls, their fair usage policy states that if you make such excessive use of their services that other customers' connections are detrimentally affected, then you may be given a written warning or even have your service suspended or terminated. Their terms and conditions also define a number of stringent 'content standards' that prohibit use of your connection for activities such as deceiving, impersonating or annoying any person, which some users may consider too restrictive.