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
    3.2 stars
  • Customer Service
    3.2 stars
  • Speed
    3.5 stars
  • Reliability
    3.2 stars

Based on 100 customer ratings since 2020-11-30 (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.

222 Customer Reviews over 23 pages

  • Reviewer
    Location
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    Terrible, predatory and outdated company policy of forcing new customers to pay an extortionate cancellation fee if you are forced to move house.

    £100 cancellation fee if you move and Hyperoptic do not support the location where you are moving to.

    An absolute disgrace. Look elsewhere (BT don't do this, for example).
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Customer Service
      1 star
    Comments
    Misleading. Be very very careful with this company. When joining if you live in a high rise building, never agree for them to have your router to be on the door way. They tell you this is the standard place but it's all b.s. when they can easily have the router inside like normal. But here is the catch, once you complained to have your router inside, they will say it's chargeable £50 if you want the router inside.

    Also poor customer service and very unprofessional. The girl who I spoke to was rrud. Don't waste your time with this company, they will lure you in and make you pay extra.

    STAY AWAY!!!!!!
  • Reviewer
    Location
    East London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Company took months to install cables to the property... Then they decided to install to the front and back of property and engineers were completely confused on what was going on and why..
    Then once installation was agreed, the internet signal was never turned on, a month later of saying no engineers (yet plenty of vans parked outside and engineers about) still no internet.

    The engineers who turned up for each section of the installation also had no clue as to what the previous engineers were doing.

    The entire service is a joke, the customer service department is a joke and hides it's accountability behind stating the engineers are not available..

    what's worse is that it's almost been 10 years since Hyperoptic approached me in my previous property to come and install...and they still have not done any installation work to bring their service to that street. Ofcom need to ban this company outright.
  • Reviewer
    Location
    London SE1
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Reliability
      1 star
    Comments
    Horrible service! Very unreliable, internet cuts randomly every month and sometimes twice in a week. I’m constantly running out of phone data because I hotspot to be able to work from home way too often. The broadband unreliability is extremely stressful since both my partner and I have to work from home
  • Reviewer
    Location
    Shepherd's Bush
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Completely unreliable service. I filled an on-line form and then spoke to a customer service representative who said that since I’m a new customer, someone will give me a call shortly to provide all of the information. After giving them two more calls no one wants to take responsibility, trying to redirect me to their colleagues. I spoke with them a month ago and they told me that they will have to build an infrastructure (bring the cable from the next street) and one of the engineers will contact me within two week as obviously they want me to become their customer. I've been waiting for more than one month now, using my personal data with a hotspot. Now when I ask them why no one gave me a call saying we’re not available in your area I received “I don’t know”. Don’t waste your time with these people, they're just completely unprofessional like they were running the company for the first time. Customer service does not even exist. Very disappointing!
  • Reviewer
    Location
    Winship
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    2 months without zoom as keeps dropping
  • Reviewer
    Location
    Greenwich
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst customer experience ever! I moved to a new apartment, booked installation works and was given a timeline of 1 week. Then the company said they need to do some works, I was being sent updates that it was delayed by one week, then another one. Now it is one month without Internet at my place and they say they are not sure when installation can be completed. Ridiculous!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ordered the Hyperoptic 500Gbit package since this was the only chance to get a fibre connection, with a much shorter lead time than other providers.

    Unfortunately they have proved incapable of providing a service after 3 install attempts and I am only giving two stars because of the customer service assistants on the phone, who were genuinely trying to help.

    Despite my building having had its Hyperoptic installation completed, the technicians who showed up in the evening to run the cable into my flat (which was supposed to be an afternoon install) did not find a Stage 1 cable in place as it had not been run from the cabinet to the flat entrance.

    I rang the office in the morning, and they promptly booked both the Stage 1 cable and broadband socket install jobs in the following day. Without any notice, however, they just failed to show up due to being held up at another site. I rang again, and after spending 30 min on hold, eventually got promised another install date, which they scheduled to take place 2 working days later.

    The people who showed up for the 3rd install attempt, however, were completely oblivious to the fact that the Stage 1 cable had not been run, and evidently did not have schematics of Hyperoptic's installation in the building, as they had spent quite some time checking the utility cupboards for the cable runs and trying to get through to the office for advice. So no install/activation again this time.

    Of course, Hyperoptic would likely offer me another install date and probably would provide me with a working service at some point, however now I really doubt the ability of their tech team will be able to help in case I experience any issues with their service later on - especially since they couldn't even install it in the first place.

    It is a shame, as all the Hyperoptic staff I dealt with directly were the most polite people and were trying their best to help, but are being failed by their own management and communications systems.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waited over a month for an installation date only to be told they're waiting for equipment yet all my neighbours are having theirs fitted no problem. Contacted chat and was told they'll be in touch, exactly the same thing they told me on 14th June( it's now 14th July)
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I decided to switch to Hyperoptic after seeing good reviews online. I was very pleased with how easy the process of arranging an installation was.

    The engineer came to install the services two weeks ago, however, they told me that they would need permission from the building management in order to do extra work for the installation. They said that they would sort it out themselves and that this kind of stuff normally takes about a couple of days or so.

    Two weeks forward - still no service and heard absolutely nothing from Hyperoptic. I rang up the support line to ask about the progress. The person on the phone said that they're still trying to chase up the building management. I asked them when was the last time the enquiry was made and they said it was on the day of the installation. Yup, a single email within two weeks time is considered "chasing up" by Hyperoptic.

    I rang up the building management and they told me that the last email they received from Hyperoptic was several months ago. I called Hyperoptic again to check what email address did they try to reach out to for the permission. It turned out they had wrong contact details. I was waiting for two weeks for nothing!!! Who knows how long I would've had to wait if I didn't take this matter into my own hands.

    Everyone in my household is working from home so having an internet connection is an absolute must. We haven't had service for two weeks and no one has bothered to give any updates on the situation. We had to purchase data packages and use our mobile phones for wifi.

    I'm really disappointed in Hyperoptic and I am shocked how incompetent they are in cases like this, especially with so many positive reviews on Trustpilot.

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.