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
- Customer Service
- Speed
- Reliability
Based on 144 customer ratings since 2020-01-28 (Show all time ratings)
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.
187 Customer Reviews for Hyperoptic
Reviewer | Location | Reviewing | Date | Ratings |
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Overall cant complain. however fibre is costly compared with competition. |
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Red | Nottingham | Hyperoptic | 2020-01-02 | |
Works fine most of the time. Have occasional connectivity problems. Broadband is down today, they boast a 24 hour chat service, but the waiting time is far too long, so I waited and quit, hoping they'll have it fixed by the morning. Not impressed. |
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Sammie | Poplar | Hyperoptic | 2019-11-12 | |
I am extremely annoyed with my Hyperoptic connection. Then again I have had bad experiences with Virgin, EE, Sky and TalkTalk. However for some reason I believed Hyperoptic would be different. |
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Yasin | Slough | Hyperoptic | 2019-11-07 | |
After having a really bad experience with Hyperoptic service in a previous apartment I swore I would never have anything to do with them again. Unfortunately we have just bought a new apartment where Hyperoptic is the only realistic option because alternatives are super slow. After waiting 2 weeks for an engineer to come I took the morning off work for the appointed time slot and needless to say nobody turned up. No text message to say they were going to be late, no email from Hyperoptic apologising, nothing. I spent two hours on the phone to 3 different people trying to find out where they were. Eventually an engineer turned up two hours late and explained that two engineers were always required in this building and they only sent one. So yet again we are at the receiving end of this company’s utter incompetence. I simply do not know how they are in business. A manager pointed out their customer service award which based on my experience in two different properties is an absolute joke. I would strongly advise having nothing to do with them unless you have absolutely no alternative. |
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Andy | London | Hyperoptic | 2019-10-31 | |
Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it! |
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David | Edinburgh | Hyperoptic | 2019-10-18 | |
I moved into a new build in August, Hyperoptic had made a huge song and dance about how good their service was and that it would be available any day now. |
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Nigel | London | Hyperoptic | 2019-10-18 | |
ZERO STARS NO SPEED NO CUSTOMER SERVICE |
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Unhappy | E1 London | Hyperoptic | 2019-10-15 | |
Ridiculous company! We have talked with 2 managers on the phone, they both offered a 3 months free trial period, but really keen to sign up us for a 12 months contract. We have agreed to test for 3 months and decide then which package we'd like to proceed. After 2 days we got a bill on almost 90 pounds to pay with notice that we have to pay 60 pounds more in a month! The support replied to us that we actually declined 3 months free trial and opted in immediately on the most expensive package for 12 months, what??? This is just a scum, avoid! |
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Stanislav | London | Hyperoptic | 2019-10-14 | |
If I could give zero I would. Disconnects several times a day, barely 30% of the advertised speed at best. The only redeeming feature is that you can usually get thru to 'faults' in under 40 mins, in contrast to most other providers... to go through the rigmarole of not solving the problem. Cancelling service and told them to sue me for the balance. I ll be selling tickets to any court case ! |
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chris | Newcastle | Hyperoptic | 2019-10-01 | |
I had Darien come set up my internet broadband and he was really helpful and precise and got the work done easily without creating a mess. |
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Hala Fattal Dakmak | London | Hyperoptic | 2019-09-26 | |
Excellent customer service, everything was pre-installed in the building, had internet within minutes when I moved in. From time to time has some minimal IP resolving issues which can be ignored or bypassed by changing the DNS service. |
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Evangelos | LONDON | Hyperoptic | 2019-09-16 | |
speeds constantly down. have to phone up to fix it every time |
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james | London | Hyperoptic | 2019-09-13 | |
I'm a landlord and my tenant has just moved out of the above postcode. High speed broadband was already provided to the apartment block by another firm however tenant obviously decided beveanted hyper optic. No permission was asked and now we are in the flat we were shocked to find all this extra wiring, socket with hole drilled in ceiling. We are worried it contradicts terms of our lease as the wires must go along communal corridor. |
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E Bamber | Southampton | Hyperoptic | 2019-08-19 | |
Super fast and all but unreliable. Speed is unstable, ping is random, blocks some sites periodically. Definitely would have stayed with BT if they offered reasonable speed in my area. |
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Brad | London | Hyperoptic | 2019-08-11 | |
Had for over a year and it's super fast. Customer service answer calls quickly and only had a couple of outages in the whole year. Happy customer |
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Conor | Homerton | Hyperoptic | 2019-08-05 | |
It took, to Hyperoptic 2 months to comission the line |
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Renan | Manchester | Hyperoptic | 2019-07-16 | |
Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you |
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alan | london | Hyperoptic | 2019-07-05 | |
Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much! |
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Frank | Leeds | Hyperoptic | 2019-06-05 | |
An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that. |
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Aditya | London Strata | Hyperoptic | 2019-06-02 | |
Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day. |
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Ryan1509 | Manchester | Hyperoptic | 2019-05-29 | |
The customer service I experienced with Hyperoptic was very nice. I have never called, only used their chat service. I have never had to wait for than 2 minutes for someone to chat to. The only times I had to get in touch was to set up the account and at the end of the 12 month period. Very helpful staff. Even the engineer who came to install the socket was helpful and courteous. |
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AG | Romford | Hyperoptic | 2019-03-29 | |
I was very disappointed when, after the purchase, I discovered that what was written in the pamphlet I received at home was a lie. It is written FREE same day activaction but on the next page after payment I discovered that I had space to schedule only 8 days later. I entered the chat and after explaining everything the maximum that was granted to me was a change for 7 days later. A lie to sell. |
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Andre | Liverpool | Hyperoptic | 2019-03-12 | |
Service started out great, brilliant support all the way through the contract, but then... |
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Slav | London | Hyperoptic | 2019-03-05 | |
Buyer beware when you first get Hyperoptic you get the speed you pay for after a couple of weeks it drops by half when I ring customer service the guy trys to tell me im getting the spped I should be and must be something broken on my pc that's doing that I tell the guy dude I build and fx pc's for a living and I can tell you 1000% theres nothing in a computer that can reduce cable speed so he hung up on me ….ill stay for the year as its still better speed then I was getting before but if I see a better offer im gone |
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JOHN | London | Hyperoptic | 2019-02-04 | |
Internet is good when it's available but constantly drops out and videos are left buffering, even with such a fast connection. |
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Jeff Talos | Bristol | Hyperoptic | 2019-02-02 | |
Truly terrible. Intermittent and slow (when it works!) Currently have been 4 days without WiFi, when all other providers in my block of flats are ok. I work from home, so have had to sit in cafes to get internet to work for the past few days. No apology or compensation from customer service, and no commitment to a ‘fix date’. Have terminated my contract. Will never use again! |
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Georgiana | Richards | Hyperoptic | 2019-01-28 | |
The experience I had with them is quite frustrating and too time-consuming. |
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Ethan | Isle of Dogs, London | Hyperoptic | 2019-01-14 | |
Worst internet connection ever. I find the 1GB Fibre connection to be slower than my mobile phone 4G signal. I have to take my devices off the WiFi to get anything to load. Tethering my laptop connection from my mobile phone as I type. Can't wait to cancel the contract. |
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Tij | Glasgow | Hyperoptic | 2019-01-07 | |
I was using Hyperoptic and was happy with the service. Speed and reliability were ok, but of cource there is always room for more, that's why I rated it four out of five stars. |
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florian | Stratford upon Avon | Hyperoptic | 2018-12-09 | |
Hi, really sorry to leave a negative review but the service provided is actually not that good anymore. While obviously still higher download speeds and reliabilty, I would have expected more from what we call "superfast fibre". At times I have 12MB and was told tat everything is fine on "their sides". Means nothing is right on my side then? Bad customer experience. |
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Thomas | London | Hyperoptic | 2018-12-03 | |
customer service is just a joke - beware- stay away - they have cancelled my account despite i told them not to - some random person made application on same address and they didn't ever bother to check. took weeks to revers mess. |
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Martin | Kent | Hyperoptic | 2018-12-03 | |
If you have problems with the connection getting slow after a while, it's probably the router. These things have to do an incredible amount of work (thing of massive Cisco routers in big organizations) and this one is just not up to the task. Not just this one: most of the consumer routers that are around today are rubbish (Netgear being the worst, Asus the best). |
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Mackie | Brum | Hyperoptic | 2018-12-01 | |
Been over a year. Contract finished, call them and offer me a better package and free upgrade for the modem. The new speed upgrade is amazing and the modem flies! For £25 a month I think it’s a bargain. 2 kids on youtube, streaming a football match, wife on the pc and everyone is happy at peak hours. Defo recommend it! |
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Andres Sanchez | London | Hyperoptic | 2018-11-30 | |
Our building went Hyperopic about three months ago in a building of 60 flats although I don't know what the uptake rate is in the building. |
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vaerner | London | Hyperoptic | 2018-11-18 | |
Seemed very good to begin with, was happy to pay way over the odds as you get high speed fibre broadband straight into the building. |
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Slavko | London | Hyperoptic | 2018-11-14 | |
I have contracted the package 30Mbs download & 1Mb upload about 6 months ago. It has worked well until August/September, more or less. I then started feeling that my connection was not so great as before (specially for upload). Coincidentally, I got an email by the end of August offering an upgrade to higher speeds for a small fee. I ignored and kept testing the connection speed at random times using the google online tool. A week ago, I contacted the company to ask what was going on since the upload speed has been persistently about 25%-30% slower than expected. After an initial helpful support that didn't solve the problem, I started getting non-sense responses to my inquiries claiming that it's normal to get speeds like these (30% less than agreed is normal??? with optical fibre...) because of interference from other wireless signals/routers and that I should consider to upgrade for a fee!! I want to highlight that I tested the connection using ethernet cable several times during the last 2 days and the only time it really worked at about 1Mbs was very very late at night.... In summary, the problem here is that first, the agreed speed is not being respected. Some variation is expected but 25-30% less is too much. Second, pushing to contract higher speed rather than solving the issue is at least disrespectful. Given my whole experience so far, I do not recommend this provider and I recommend to stick to those well-established in the market. Prices are a bit higher but you really get what you pay for. That's all I want, to get what I paid for, no more, no less. |
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Rocha | London | Hyperoptic | 2018-11-13 | |
Works perfectly for me, router arrived within 2 days of signing up and instant activation via phone call. Just done a speed test and speed was 160mbs download & 170mbs upload (We're on the 150mb plan) so it's faster than advertised! All videos/ browsers and sports are instant with no buffering so definitely earned 5* from me! |
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Philip | Manchester | Hyperoptic | 2018-11-08 | |
My site was listed as ready for installation so I booked an appointment for a Tuesday morning. The engineer arrived, told me the site want actually ready yet and left. I phoned hypertopic who assured me the site would be ready for installation by the following Monday and so booked me another appointment. This time the engineer came and left without informing me and it was up to me yet again to call up to see what is going on. I'm now told that they don't know when the site will be ready. |
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A Person | London | Hyperoptic | 2018-11-05 | |
Disappointing customer serivce. Internet down Friday to Monday and have had to buy extra 4g to get work done. These things happen, but no refunds are being offered for the days without service. It wouldn’t take much to knock 10% off the bill when 10% of the service never arrives. Currently just paying for something I can’t use. |
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Simon | Sheffield | Hyperoptic | 2018-11-03 | |
Installed Fibre Optic for all the Buildings In Orange place london se16. but left us out such a shame all those abseilers doing the installing looked very impressive on all the other buildings why cant you install it to the houses down the bottom over the street. you have failed to communicate with us and contact us letting us know what is happening |
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Mr M | orange place se16 | Hyperoptic | 2018-11-02 | |
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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
