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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.7 stars
  • Reliability
    3.4 stars

Based on 123 customer ratings since 2020-05-18 (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.

199 Customer Reviews over 20 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I don't understand all these negative reviews. We now have Hyperoptic for at least 5 years in our block of flats and I never heard of or experienced any downtime.

    Installation went without any issues and the engineer was polite and did a great job. He routed the cable nicely along with the ceiling, precisely to the point I wanted to have the router. Since then I buried the cable in the ceiling and extended the cable. Easy enough to do.

    Initially, we had the 100Mbit connection which was upgraded for free to a 150Mbit connection. While working from home and being reliant on a fast and stable connection I upgraded to the 500Mbit connection. I used the online chat to do that and it took literally a second and I had my 500 up and down. For this, you obviously have to connect via a cable. A lot of customers seem to complain that the wifi doesn't deliver the promised speeds but most computer wifi adapters max out (if you are lucky) at 300Mbit. If you are in a different room, forget to get full speeds. That's simply not possible. You could run cables and have multiple access points to achieve this.

    I also had an issue with the old first router as I wanted to assign more static IP addresses and they send me a new one immediately free of charge.

    Speed is as advertised and I get an incredible ping of 1ms. For the cost of now £35, this is a bargain.
  • Reviewer
    Location
    Islington
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't touch them with a barge pole.if I could give 0 stars I would. Worked ok for the 1st few weeks then nothing, All it does is buffer. Called them up and they asked ethernet or wifi? Said wifi, oh just connect ethernet and it'll be fine. No it's not, she then said it's because the router is to far away from TV??? You kidding me on you placed the router, her response we place it beside the front door? That's your problem then get it moved, no their policy is it goes beside the front door??
    Then told I needed a booster cable, not their job to provide so cost me £26 and guess what - didn't make a bit of difference.
    I'm now paying for a service that DOESN'T work. Wish I'd researched these cowboys before I got them. Worked during cooking of period then as soon as this is over and your stuck, it stops working. do not touch this company. Pay that wee bit extra to someone who can provide a service.
  • Reviewer
    Location
    Bristol
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My broadband with Hyperopic was activated in the mid of December, after just a week use, the internet is down. I called the customer service and they told me they will send me a new router and it will arrived in one or two business days.
    Since it's already near Christmas, I asked them whether they could call the courier to check whether the courier company still work during Christmas, then they told me it's a unreasonable request and I was crazy to ask them to do that. I was surprised and utterly disgusted. I couldn't see why it is a unreasonable request and why I was called a crazy person. I told them that I simply wanted to get more information in regarding to the delivery. They told me repeatedly that it is an unreasonable request and under no rule or regulation they should do that. Then I asked them whether they could keep me updated on the delivery, they told me I should check my email about that. I told them I didn't have any internet connection so I would prefer a phone call or a message. They told me I could just call them back to check it. I insist that they should at least provide some updates as it's not easy to call them as there is always a long wait. Finally they decide to ring me back the next day to provide update.
    However, it's been four days, I haven't heard any news from them and I still didn't receive my router.
    I can see many people have some bad experience with this company according to their feedback. However, I can never imagine that the customer service in a well-established company can say such vicious things to a customer via the phone and make empty promise without any consequences. If any company should go bankruptcy during the pandemic, this company should definitely be on the top of the list since no customers should go through such experience and no one should use this company.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly disastrous service!!!
    So, here i am, writing a review about Hyperoptic company and their services. I've had my fibre optic installed on the 11th of December, all went went, just at the end the engineer said there was a switch missing inside their main cupboard unit. The infamous part took no more no less than 10 days to get replaced!!! Yesterday, the 21st of December, after calling them to ask why the internet wasn't running, i was told that it needs to be activated from their end, which will be on the evening, or the following day in the morning.
    As usual, the next day around lunch time, i called them up to see what's going on, just to be told that the switch that was installed isn't compatible with their equipment, and now another one has to be replaced with!!!
    All this time, since the 11th I've been paying a daily data fee to my mobile phone provider, as i am working from home and need internet.
    I know already that will take another at least a week for them to get that part replaced, then God knows what else will come up " not compatible" or broken down...i can see it already not having Internet until the New Year, with Christmas and all the holidays coming up now...
    Is this truly a decent service to be provided, to have to wait this long, then again be told it's still not running... I'd give it less than a star if i could, it's so utterly ridiculuous the level of service...
    Now, I'm sure someone from their company will probably reply with the usual standard" we're really sorry for what's happened, we do whatever we can and take our customer service seriously"...
    I ask you now: how will their answer, whichever that is, help me get my internet up and running? You tell me that!
    Instead of blind replying with standard, sugary, empty words, i'd seriously re-evaluate how their engineers work, what the issues they encounter that can be looked at so that it doesn't happen again...
    This is what I'd do:be practical!!! Stop the BS wording than anyone can throw around and do something physycally to action your issues, for a change!!!
    I'm sorry for all those that are usimg their services and say it's decent speeds and customer services...all i can review is based upon my experience, i hope I'd be the only one to have this happening to, but something tells me that this is how they run their services, which is an absolute joke, if you ask me...
    Knowing now that my holidays have been ruined with having no internet, I'll be looking at cancelling the contract and testing out another supplier of fibre broadband...hopefully not all of them would be so bad...or maybe they are??? Something to be seen...
    Happy holidays everyone, hope to get at some point next year my internet running with some sort of decent customer services...not asking for great service, if you noticed, just decent one...is it maybe too much to ask???
    I hope not..
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Every year the same history!

    Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!

    This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).

    After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?

    "No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"

    Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.

    CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.
  • Reviewer
    Location
    Wallingford, Oxfordshire
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worse broadband provider. I give them one star in all categories as this is the minimum possible score. They do deserve a zero though throughout. We've had ongoing problems with broadband since we joined Hyperoptic on October 16. I never heard of them before, the only reason we joined is because the developer from whom we purchased a property work with Hyperoptic.
    What is the problem. They talk on the phone and the make suggestions and so on (at times rehashing standard information that you can easily google, e.g. the difference between 5GZ and 2.4Ghz in WiFi). That's where the buck stops. Its almost impossible for them to provide hands on/engineering support. We had to wait for ~3 weeks for an engineer. The case how to be escalated to something they call "Advanced Tech Team" or something like that. This team will decide if engineering are needed. The appointment with the engineer could not be brought forward, we had to wait and that's that. Interestingly, Things improved after the engineer had been, but as it turns out only temporarily. We now have intermittent internet and frequent interruptions on a daily basis. We asked them on November 25 to try to monitor things. They ignored. Each we call them they give us the same spiel. Try so and so, which we have already tried anyway as by now we have become experts in troubleshooting internet. Eventually, today December 19 we talked to a manager. It looks like we might have to wait for at least a week before something happens.
    You see, the standard model for a broadband provider is customer service, hands on work-engineering and hardware. They fail in all three categories. The service people will try to put you off by suggesting the same kit and caboodle each time you talk to them. They are polite most of the time, but it would be better if they were to do their job instead. Engineering support is practically non existing. I suspect their engineering network is too small. So if, like in our case, the problem is outside the property, and we can prove it, even though they keep on asking us to repeat the same tests that we have repeated many times now, that's it, you basically had it. We have put a huge amount of time and effort, missed many of our online meetings from work, huge upheaval and disappointment, this is the year of COVID where many people like ourselves work from home and they need a robust internet connection. But they cannot provide it. Not only that, but they are not committed to providing a good service. Despite what they advertise at the front of their website.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person).

    When working its decent speed, but if you need something reliable when working from home and/or stuck in house due to lockdown its too unreliable don't swap if u need internet for work due to covid.

    Their status page always says the same thing it never changes no updates for what is going just:

    "We’re sorry for the disruption to your Hyperoptic service. Our engineers are currently investigating the cause and will work to restore connectivity as soon as possible. Thank you for your patience."
  • Reviewer
    Location
    Liverpool
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible customer service. Shoddy workmen who installed. Quite good speeds.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service.

    I have never had a broadband provider as bad as this.

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.