Hyperoptic Broadband Reviews

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.

Recent Customer Ratings for Hyperoptic

  • Satisfaction
    2 stars
  • Customer Service
    2.1 stars
  • Speed
    2.4 stars
  • Reliability
    2.2 stars

Based on 100 customer ratings since 2022-11-14 (Show all time ratings)

Visit Hyperoptic   Read our Hyperoptic buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

322 Customer Reviews over 9 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    HyperOptic refused to provide us service because "the cost of cable installation was too high":

    We recently tried to sign up for a HyperOptic 12 month broadband package. however, after going through the pre-install checks, our service installation was cancelled and we were told the "cost of installing the service was too high and could not be justified". It seems ridiculous that on the HyperOptic's website, it explicitly specifies that the service can be provided at our address. We were sold a service which clearly "could not be provided". This reasoning is also flawed given that our next door neighbors, as well as several other homes on the same road have already been connected to HyperOptic for >3 months now, so we know that the cables have been installed in the past on the same road... It seems that HyperOptic will only install their service when its convenient for them, clearly service to customers is subservient to anything else for this company. When I asked to escalate the issue, I was told by the customer service agent that there was "no-one that I could speak to".
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
  • Reviewer
    Location
    london
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They lie about their outages. I have reported outages and they just delay and delay on the phone until the service comes back up and then claim there is no outage to report.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Comments
    After 2 years of 300Mbps speeds while paying for 1Gbps, finally a competitor set up their equipment in my building. Made the switch, new company is giving me 900+Mbps consistently at literally half the price of hyperoptic.

    I was just out of my minimum commitment and all my renewal options with hyperoptic were appalling - £52/mo with a new 12 month commitment and £65/mo (!!!) to have a rolling contract. For context, new provider is £27/mo for 12 months and then £29/mo rolling.

    Oh, and hyperoptic is now threatening to charge me £70 if I don't return the router (at my own cost!) and if they don't receive it within the next 7 days. A router that I've actually had for 3 years since it came with me when I moved, is only worth a fraction of the charge in the first place, and has definitely been paid for already in amortised cost.

    Never mind that their T&Cs say 14 days, not 7. And that the support staff that helped me with the cancellation already said to just keep the router in the property. I guess their information is about as reliable as their service. Absolute clowns. Good riddance.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    13 weeks after the initial call to change company (why did I decide this??!), 30+ calls and 4+ hours in the phone with them, there is still no service in this house.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would have given 0 stars if there was an option. Hyper Optic is a fraud company who steals their customers money by luring them into deals by providing misinformation. They are highly unprofessional and their customer care lies to you on every call.

    Firstly they tricked me into getting a contract by misinforming me that I will not get any penalty if I move to an area where hyperoptic doesn't provide service. As soon as I took the contract and when I informed them that I would need service in the new area they levied a charge of £61 on me for breach of contract. Later, when I was about to terminate the connection, they gave a misinformation that if the new tenant for my apartment takes a contract with them , I will not be charged any penalty.
    After two days, when I informed them that the new tenant has agreed to do so, they lied again that they cannot waive my charges as there is no such policy. I have a written email from them accepting that they provided misinformation to me. How can they be such a big liar and steal people's hard earned money by luring them to get customers? This is a fraud and not fair to customers at all.

    First tricked me into getting the contract and then tricked me into getting the new tenant into a new contract.This is a world class fraud on their part.

    They are a fraud company and I hope my review helps innocent customers to save their money and not fall in the trap.
  • Reviewer
    Location
    Reading
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Overall very satisfied. I have consistently fast speeds for more than a year now, works without a glitch.
    I highly recommend Hyperoptic.
  • Reviewer
    Location
    Bristol
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I could give this disgraceful company lower than 1 star. Their customer service is the worst I have ever experienced. Their staff are rude and just talk over you, whoever trained them needs to be fired! They are also very incompetent, I called their "customer support" line and was told something different every time I called. Each "advisor" providing contrasting information, one of them even suggested I google the problem myself!! They sent out an engineer to my flat who didnt even work for them and turned up without the correct tools for the job! They didnt even apologise for wasting my time. They price is a rip off. PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Ordered on 10th of April yet still hasn’t been installed over 2months later. Complaints procedure is horrendous, requests for it to be escalated have just been ignored for last 4 weeks. Been without internet since old provider Vodafone deal expired on May 10th, was assured after first failure to install in April it would be done on 11th May yet nobody showed up or contacted me to cancel. Since then I’ve just been told by complaints they are looking into it, reminded them of their code of practice for complaints and not had any response.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have had an awful experience with them. When I reached out to them after the contract ended to downgrade as I DID NOT NEED that level of internet, they argued with me that for the same price, I can have faster internet and that it was a better deal. I was not told that this was another fixed-term contract. However, after I agreed to it they sent me the T&C so that I could not get out of the contract. Now when I am moving home and they are not available at the new location - they are forcing me to pay the remainder of that contract up-front. Although they are the ones that have determined it's not financially viable to provide internet at that location. Absolutely appalling behavior towards the loyal continuous customer... especially during the cost of living crisis. I would not be recommending them to anyone I know.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Just wanted to share my recent frustrating experience with my ISP, Hyperoptic.

    I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense.

    On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times.

    Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard.

    Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch.

    As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others.

    Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place.

    Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive.

    Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.
  • Reviewer
    Location
    Uk
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I can’t start to explain the horrendous service I have received from Hyperoptic. So far they are happy to leave me for over 2 weeks without broadband when the error is very clearly theirs. They have no care of concern for the extreme impact this is causing me by not being able to work from home and go about my daily life. Please do not use this company. Provided a much better service previously from sky.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have agreed with Hyperoptic to install our Wi-fi on 8 April and the set-up engineer never show up while lying to their back office staff that he / she has knocked on our door on.8 April but we were not around. We were at home by the time he / she claimed he knocked the door and we never heard anyone knocked the door that day. We immediately contacted Hyperoptic to find out what happened but they were only able to rearrange the Wi-fi set up 5 days later, which is 13 April.

    We had an extremely bad impression and experience with Hyperoptic and are very disappointed about their quality of service. Hyperoptic should look into the issue of engineer never showing up seriously.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    The moment you have a problem, they take forever to repair. They are very nice on the phone but totally helpless in solving issues quickly. As a business, we experienced our 3ed time with no internet for over a week causing us massive losses.
    Hyperoptics call center is based overseas and the company is managed terribly, I regret ever signing up with them.
  • Reviewer
    Location
    Sussex
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I worked from home and the broadband suddenly stopped connecting. I called hyperoptic and they could only schedule onsite check 8 days later! Today (Mar/03) the engineer finally arrived but did nothing and gone. They told me apparently there were no signal but they didn't have the keys to enter the engineering room, at the property management office, to check things out. And I suppose I have to wait for another week at least for another visit! I am relying on my mobile phone data network and the data allowance is running thin. It's just disastrous!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    suggest you all to avoid Hyperoptic business broadband.
    I quote the sale manager : "I GOT BIGGER FISH TO FRY".
    If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had an outage for 72 hours (3 days) avoided paying any compensation someone building, in a highly built up area, had cut into a cable.
    Total liars, sent a text about compensation and I received nothing and when I called they said I was entitled to nothing as they sorted the problem in 48hrs which they didn’t .. it was (early hrs)25-27 (late night) that’s well over 48hrs. Unrealisable and service is choppy so it’s in and out while streaming TV I have had to reset multiple times. When working at home had to login again after loosing signal.
    You get what you pay for with these people it was a cheap price but the service was lacking.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite Diabolical, Liars & Dodgy. One stare is too much for this Rubbish company.
    NEVER USE THIS COMPANY..
    NEVER USE THIS COMPANY..
    They’re the worst internet service provider I have experienced since 2005. NEVER go with them or you’ll have a bitter regret like me.
    Their RUBBISH services goes out without warnings. So If you work from home, you should prepare for unexpected losses with this irresponsible farce company
    On November 2022, Suddenly suspended the service and the liars claim it was my bank account's fault to make the monthly payment!! I called them and they fixed the problem. Therefore It was not me or my bank account but their end's fault. On Monday morning 23rd January outage service again. Half an hour later, they sent sms to say it was something wrong with their garbage connection. The CS is useless, like talking machine, they do not know what was wrong. NO internet for 4-5 days until Friday 27th afternoon.

    Who believes that you are in GB and the Internet outages for several days for several times without knowing the reasons.
    This is an insult to the reputation of the country.

    The coverage is another good Rubbish. VERY POOR coverage inside one bedroom flat, VERY POOR signal & VERY slow.
    If I leave right now, I have to pay the fees for this mess.
    I wouldn't hesitate to leave when the contract expired, but I switched again to my old provider Sky.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far.

    Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that
  • Reviewer
    Location
    eh4 8GJ
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We dont have connect from 4 days and we are talking to the customer service and they are saying they dont know when this will be resolved as well. we lost our work for 4 days and they are asking for cancellation fee when we asked to disconnect the connection as well. not sure how to resolve this. please be far way from this service provider
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am very disappointed from your service.

    They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition.
    Thank you for nothing, this is how you treat your customers
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I have been with Hyperoptic for over 24 months now. I am on their fastest speed 1TB. However, the router provided has very weak wi-fi signal so I rarely get half of that speed even when I am right next to the router. My main problem with Hyperoptic is their non-existent customer service and overly aggressive sales practices. A few weeks before your contract is due to expire they usually call you and offer you a price that is usually worse than what is offered to new customers but for convenience I usually just go ahead and renew. Last time this happened Hyperoptic offered a wi-fi extender that is supposed to improve wi-fi signal. This thing makes the wi-signal worse! It is simply impossible to connect to Hyperotic support team to try to resolve the issue. After weeks of trying to call and sending them emails and receiving no response, I will be raising the matter with the regulators and see where this lands. Terrible experience
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Hyperoptic
    Date
    Comments
    Absolutely diabolical. Signed up 3 weeks ago and still have no connection. They refuse to send an engineer out. Despite me signing up for the top package. Avoid this company at all costs!!!
  • Reviewer
    Location
    Uk
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One month into our new property and still no working internet. The customer service has been the worst I have ever experienced. Even after raising a formal complaint all we got was a generic response and then an email saying they have no update for us. I've had to phone up myself (waiting on hold for at least 20 minutes) each time to get any insight into what is going on and even then was told they are still trying to get information for another engineer to come out with no time scale on how long that might be. And supposedly they have an automatic compensation scheme which we are entitled to, but had even less luck getting anywhere with that! Hyper optic seem to be one of those companies that it's all fine until something goes wrong and then they are completely useless!! Avoid unless you want to take your chances!
  • Reviewer
    Location
    Penicuik
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Signed up at new house in June. Took a week to get up and running due to faulty router, which I replaced myself and faulty supplied cables.

    Now a week of no service. Engineer took 4 days to come out, confirmed it was working at cabinet and not at my router and left without fixing the problem. Emailed and phoned countless times and still no date for another visit.

    No idea why it gets high ratings on Trustpilot, maybe they are fake.

    Hate to say it but I’ll be going back to BT even though they’re more expensive. Having to work from home on a weak 3G signal…
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I will never ever sign-up for this company again. I moved my house and requested the hyperopic company to move my broadband also but the company refused to provide me service in my new rented house and asked me to terminate the contract, I never requested to terminate my contract, it is the company who advised me to terminate the contract because they were unable to provide me service into a new house and they imposed £450 termination fees. I requested them multiple times that I do not want to terminate the contract but I did not get any positive response from their service center. I can not afford to pay £450 termination fees so I am still paying £20 a month to continue my contract even though I am not using the broadband anymore and I have moved house. I will not recommend to those who are on rent, to get a contract of hyperoptic, you will be stuck if you move your house and you have to pay too many termination fees.
  • Reviewer
    Location
    Brighton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    The worst customer service. I applied for internet with them 2 weeks ago and I'm still waiting to receive the router. I email them frequently to ask for updates and get no response. I have called twice and both times they have told me the router will be with me in 1 to 2 days. And yet I am still waiting and no one seems to be able to help me. I work from home and have not been able to work during this time, resulting in a significant loss of income. My reason for choosing hyperoptic in the first place is that my flat is already set up for them. I think I will now give up and change to BT.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    They supply faulty routers and have absolutely no customer service. Avoid.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Hyperoptic when it works is good, but when it doesn't you may as well jump ship - absolutely catastrophic service - Last month I had no internet for 25 days due to an issue with their equipment as it was in a room which apparently had a rat infestation and apparently the rats chewed through the cable.

    For 25 days little to no updates were provided, and it took a good 22 days to gain access and organise pest control which showed clear lacking of leadership, organisational skills and trying to fix a solution for a service which they claim they provide excellence on.

    At no point did Hyperoptic claim accountability for a mess that was on there part and incontingent planning but rather kept on repeating 'we are sorry for the inconvenience' as part of a robotic speech sheet used within customer service.

    If you seek reliability, do not opt to use Hyperoptic and go with a more reliable and accountable internet company
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Comments
    They’re the worst internet service provider. Don’t go with them or else you’ll have a bitter regret. Their services goes out without warnings & it takes nothing less than 24hrs to have a resolve after you must’ve waited 1hr trying to reach their customer service. Hyperoptic is the only service I’m paying for that I regret paying for. Don’t buy it!!!
  • Reviewer
    Location
    BOURNEMOUTH
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Placed an order a month ago and heard nothing. So have now called them three times (really fed up with their system) and the only answer I get is they have "no capacity" whatever that means. Useless!
  • Reviewer
    Location
    UK
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely shocking service.
    Do not recommend.
    Ive had people coming out to my property to set me up, yet nothing is documented on the other side so they wont let me internet go live. No one gets back in touch or leaves you waiting without resolving anything.
    Asked to speak to a manager but refused to let me speak to one, refused to give their names when wanting to know who i am talking to.
    They are wasting peoples time, no communication from anyone and not even trying to resolve anything.

    As of 26th - still no internet.
    Called to cancel due to the time wasting provider that doesnt care about customers but want to take their money.
    Ive had no internet since been with them, they have sent me a bill.
    Today i called to cancel die to been a joke and they told me i will still have to pay a months worth of my wifi, even though theres been no internet in the property since signing up to hyperoptic.

    One joke of a company if they can even call themselves that. Cant provide a service yet they still demand money.

    Also you can never get through to a manager, Why is that?
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    DO NOT USE THIS COMPANY
    DO NOT USE THIS COMPANY
    Pathetic customer service. Had an issue of internet speeds dropping once per week leaving me unable to work from home. This continued for well over a month which led to a significant loss of earnings. No help or compensation offered
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    This service allows themselves outtages that 4-5 days long and even more. The customer support treats you like a child and does not give you any information, estimations or compensations. Be ready that if your service is down a "sorry we are doing everything we can" from an agent is a maximum that you will have.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed up using the business section of the website, was given a price of £24 a month and £29 installation for my property.

    On installation day the service couldn’t be connected due to missing cables (the engineer was excellent and lovely and did his best to get things sorted but needed to refer to another team to install some extra cables).

    I received a phone call a few days later to inform me that they’d given the wrong price and would not be honouring the price we agreed, they now wanted £60 a month and £100 set up fee for a slower 100mg service! I said absolutely not and after chatting with their supervisor the caller said the best they could offer would be £27 a month and £50 set up for the slower service, and tried to manipulate me into accepting this by insisting it was a “good will gesture”.

    I’ve cancelled and will go with a company that doesn’t use such dishonest, manipulative and shady practices as to demand a huge price hike when you’ve already agreed a price and started the installation process with them. Shameful Hyperoptic!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    If you'd have asked this question a fortnight ago it would have been fives across the board, but our internet went down over a week ago and they've done bugger all to sort it, other than to fault the circuit out to openreach and just sit on their arses.

    Trying to get information out of them is like trying to get blood from a stone, and they seem strangely reticent about dealing with management companies for faults impacting a whole site; insisting on their customers acting as go betweens which is annoying to say the least and smacks of a stalling tactic. I'm a network engineer myself and I know you have to ride openreach hard to get them to perform if it's anything out of the ordinary.

    When the service works it's bloody amazing. I've had the 1Gb product since they wired our site up and it's never been down more than a day until this week. Boy, are they making up for lost time :(

    TL;DR Ask yourself "Do I feel lucky Punk, well do ya ?" (with apologies to Clint !)
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Well, the title says it all. No customer service, no support, no help, no explanation, you are left in the dark! - That's it!
    When you are with them, you get the product but not the service. If the connection works, then you get internet. If no connection, no internet, you get nothing, na-da, zip...
    It has been 4 days without internet! So far, no-one knows why, when it will be back and what has been done (or anything was done at all)
    I have been asking since day one, what should I expect, whats the timeline, how long would it take.....
    None of these are answered, I had no support, no help despite contacting the support team via multiple channels... I already lost decent money just because I can not do the work I was supposed to, could not get a new contract because I had no connection on that day.
    On top of all this, 4G is bad where I am so dont have alternative means of connecting to internet....
    If I had a choice, I wouldnt hesitate to leave Hyperoptic and switch to another provider!
  • Reviewer
    Location
    Penicuik
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.

    Since then lost telephone VOIP and no reply to online query.

    On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.

    Only reason I’m staying is they are taking on the big boys.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.

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