242 Customer Reviews over 7 pages
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- Location
- Richards
- Reviewing
- Hyperoptic
- Date
- 2019-01-28
- Comments
-
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!
- Location
-
- Location
- Isle of Dogs, London
- Reviewing
- Hyperoptic
- Date
- 2019-01-14
- Comments
-
The experience I had with them is quite frustrating and too time-consuming.
The whole team is operated in Serbia. And, although they think they do the good job, they don't.
And, their command of English speaking has not resulted into good turnout of problem solving or question-answering. Never the Smooth installation ot its date setup, even, or, now I am dealing with the suspicious delay in Service termination.
I experienced all those, and, they need to train absolutely everyone in the Customer Service team first, who have no idea of how things are getting done. The managers sound like the typical reps and their reps don't sound like they just received different versions of English (foreign) manualsand as if they were just hired.
All they are good at is, They just keep giving out lip services politely.
I would rather have some experienced experts who will focus on how to get things resolved.
But, my inquiry is answered by random representatives of all experience levels every time, and, at one point, they all gave different answers of different directions, until one staff suggested they should stop responding to me with different answers NOT to confuse me further. That showed how their structure of the teams were a pure mess.
Their installation setup dates are changed without consent, and, the technicians are equally confused with the changed dates, without any given materials to work with. And, the company wi fi signals are shown as 1Gbps although my service is only 150Mbps. And, when I wanted to change the wi fi name and password, there was NO instructions online (and surely the representatives still insist they do and they don't have any knowledge of why router wifi name and password should be changed) and the supervisor I spoke to admitted himself not familiar with the issues, and, their untrained staff or his company website security problem.
And, when I finally figured out to change the factory default password to my own, to avoid any hacking risk, even that website link was NOT secure, exposing my new password could be sent and saved somehow without encryption. Till then, they did not even know how much security had to be embedded in their websites, they did not think of their business far enough.
Their Telesale service reps did not know what is offered and what is not. And, one representative was clearly explaining the terms, then, the next one challenged the term and instead of honoring my already opened account and its installation date setup, she tried to go back and replay the call conversation to find who I spoke to and tried to make sure the telesales person to get punished. Dog eat Dog situations without my consent, but, for her justice fulfillment!
And, it was just terrible to see what she was doing, instead of helping me (she is the same one who changed my cable installation date pushed 2 days further without my consent). And, when I reminded her that I actually managed the installation date 1 day earlier, another Representative said it was a wrong installation selection (assuming that I made a mistake) and tried to cancel the whole installation date.
Confusing to read all so far, right?
This is exactly how things happened to me, with tons of confusion thrown at me by remotely operated Serbian call center. Nobody was answering the calls from UK to understand UK business. And, they took my words as insulting their country. Really?
And, none of them apologized but kept adding what each one of them thinks was right to confuse more. But, no one cared what I would get.
On the installation date, they stood me up, then, the next day, someone called and left a message, but, did not show up. Then 3rd day, someone showed up. Sad to say, the tech was nothing but a wonderful immigration guy who barely spoke English, and paid with minimal wage, and, he was not well trained to put to work (Customer service said it would be a perfectly trained English guy of many years of trade experience). It turned out he started to work for 6 months without anyone showing him of any skills.
And, he had no idea where he was drilling in my property. As I am a professional, I stopped each step, but, where he took his freedom and drilled, it was a little mess.
He could hit the pipes or wires. But, his innocently ignorant mind would not know how serious the problem could be.
He would not have general knowledge of the construction layout, or, facility codes.
And, the Internet speed. I am from 3 homes of 3 countries with 150Mbps, 1Gbps, and, this 150Mbps is typically 65Mbps, and, upload was only 14Mbps with wired connection. That is okay for now, as my neighbors hasn't piggyback the same signal from this cable yet.
So, don't expect super fast but it is not slowing down as my review is still within the 1st month.
And, the way they lay out the cable in the pre-existing, residential block is quite alarming.
Anyone can go up to open the ceiling in the corridor, to cut their bundled wires. And, they just simply did not secure their reserved cable lines.
And, I mentioned that their website is not secure. And, Their customer service is far below anyone's expectation cancelling the installation dates, and, not explaning anything solidly, and assuming a lot from the replies their other reps produced, but, NOT by the actual customer's.
Now, my non-contract term termination is not honored and, although I submitted my request 5 days ago, no one is answering my request, but tossing around my request and discontinuing the chat windows at random. That is how they do the business.
Will you join their faster speed no matter what? I have spoken, chatted, and called hours costing 30+ hours within the past 4 weeks. And, I spent over 250 pounds to buy materials to cover the cable and patch the mess. was it worth it? No, But, UK Internet broadband service is so limited, either you wait for more years or you get this now situation, in my case.
I hope you get the better chance than my unfortunate experience with them, if you decide to proceed with them. Good luck!
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2019-01-07
- Comments
-
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.
- Location
-
- Location
- Stratford upon Avon
- Reviewing
- Hyperoptic
- Date
- 2018-12-09
- Comments
-
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.
The reason why I am not satisfied is that after registering for the internet service I received an e-mail citing the details of my contract and the contract ending after 12 months. Anyway I was happy about it and that the contract would end automatically. This was a big mistake because Hyperoptic kept deducting money from my account by Direct Debit. I was only aware of this after three months because I had changed country for work reasons and it was only then that I checked my account. Customer service wrote to me that they had send an e-mail during the year telling me about changing terms and conditions and it was obviously then where they had written about this detail. Next time I will better check and read e-mails but I can only recommend to check this before you want to start using the service with Hyperoptic. All these contract details is clearly not in favour of the customer and everybody should be aware that when reading the date of a contract ending this my actually change after signing the contract.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-12-03
- Comments
-
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.
- Location
-
- Location
- Kent
- Reviewing
- Hyperoptic
- Date
- 2018-12-03
- Comments
-
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.
- Location
-
- Location
- Brum
- Reviewing
- Hyperoptic
- Date
- 2018-12-01
- Comments
-
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).
So, if it happens to you, try the usual M$ remedy: stop and restart. Don't do it by pulling the plug, though. Connect to your router via its web interface (http: //192.168.1.1), login as Administrator with username=admin and the password you find on the bottom of the box the router came in. Click on "Login", select TOOLS from the top menu, click on "Restart system" on the left and, finally, click on the "Restart system button". Give it 2/3 minutes to restart.
Apart from this, Hyperoptic is top-notch.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-30
- Comments
-
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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-18
- Comments
-
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.
I have the 1Gb/s package and a wired Ethernet network including wired connections to my my Smart TV and Amazon Fire Stick.
I have been very pleased with the connection, made a huge difference to when multiple devices were using bandwidth simultaneously.
Ping varies between zero and about 7. When the network is not busy, Downloads Ookla speedtest and steam dowwnloads usually come in around 800Mb/s which is very good, during peak times there is less bandwidth but will usually not go below 400+Mb/s. Uploads more variable, usually 800+Mb/s but sometimes a lot less, presumably depending on what the neighbours are doing. The best speed I have clocked on the wireless 5Gz connection is about 300Mb/s.
It has also made me realise how slow a lot of the internet still is...
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-14
- Comments
-
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.
However, recently it has really been flaky. I have the top package yet I don't feel the benefits of this.
YouTube often buffers on TV, pages load very slowly and Netflix connection is OK at best.
For this kind of money (£60/month) you would think that you would get top end equipment, service and performance.
As I write this I have been waiting for support now for 45 minutes on the phone with no sight of support.
My pages load incredibly slowly and I have to restart my modem/router on regular basis. So not such a happy bunny at £720 a year.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-13
- Comments
-
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.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-11-08
- Comments
-
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!
Ps - I would just go for the 150mbs plan as you don't need 1GB unless you're a family of super hardcore gamers.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-05
- Comments
-
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.
Additionally, the customer service is terrible. Be prepared to wait for 20 minutes on hold only to get through to someone who has to then put you back on hold whilst they put you through to the team who can handle your question. This time however you won't get through to anyone, instead you will be put through to their automated answerphone service after which the call will promptly disconnect.
- Location
-
- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2018-11-03
- Comments
-
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.
Will not be renewing.
- Location
-
- Location
- orange place se16
- Reviewing
- Hyperoptic
- Date
- 2018-11-02
- Comments
-
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
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2018-11-01
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-21
- Comments
-
About two weeks ago I wrote very negative review, starting: "Stay away. In years I didn't have such problems with broadband as with Hyperoptic..."
It appeared that the problem was with a cable between router and socket. After replacing the cable the broadband works fine. I wanted to withdrawn my previous review but I don't know how.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-10-11
- Comments
-
I’ve been with hyperoptic now for a little over 2 months, and I must say I was slightly nervous about signing up for a provider I’d never heard of before.
The sign up process was very simple and easy. Once the initial payment has gone through, it allows you to book a time for the engineer to come and install the system. Ours was a busy period so we had to wait 6 days, but it was well worth it in the end.
The engineer was friendly and texted us the night before to let me know exactly what time he was going to arrive. He then asked me where we wanted the broadband installed, and had it up and running in 15 minutes. He even wall mounted it for us! The router looks smart and we’ve had consistently fast speeds with no issues at all!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-10
- Comments
-
Absolutely shameful conduct by Hyperoptic. We had to cancel our contract due to moving home for personal reasons. When I explained this, despite having been a loyal customer for nearly two years, I was informed I would have to pay exorbitant charges to leave the contract; no discretion was employed at all. Having disputed this and asked them to reconsider, I am still waiting for a response after eight days. In the meantime, we have been contacted by the new tenants of our old flat (which we no longer live in!) and been informed that Hyperoptic will refuse to connect them until we have resolved this dispute. Essentially, they are holding a new tenant to ransom over this in an attempt to guilt us into coughing up for their heavy charges.
I have never been more distressed, angry and disappointed by a provider in my life. You will find they are very friendly and helpful when you first sign up, but their customer care after that is utterly shoddy and they have no interest in you as a customer, only in how much money they can extort from your wallet. I would suggest you avoid Hyperoptic if you possibly can and go with an established, reputable provider.
- Location
-
- Location
- Welwyn
- Reviewing
- Hyperoptic
- Date
- 2018-10-09
- Comments
-
For the last two months I am on their 1Gbps package. I am lucky enough to have the "fibre to premises" installation that Hyperopic did on a new development. first, their customer service is ace. They really try to support their clients and they don't have the inhuman-machine response or preselected responses like other providers. As much as i wanted to write a good review I am quite disappointed with their speed. I never managed to get more than half of the 1gbps even wired. Engineers visited and they could only do it with a raspberry pie that is meant to do speed tests. Their computers (wired) and phones (Wifi) didn't get even close to 400mbps. Their decision was that "the line is fine" i just need to test with other devices. Moreover, the reliability to the network is not that good. Sometimes I get 6-20Mpbs (on 2.4) and at the same place in non peak times I would get 3,4x times that. Good company, but they really need to sort out their speed, especially when my infrastructure is the best they can give.
- Location
-
- Location
- E32PD
- Reviewing
- Hyperoptic
- Date
- 2018-10-06
- Comments
-
We had this service for over 3 years. For the last 6 month it is terrible. Slow, drops out all the time and the Customer Service is the worse. Their solution to the slow speed is to upgrade the speed. Really concerning because the speed was perfect over the years. Pushy sales calls practise. We will leave this service and I would not recommend them. I would stay away.
- Location
-
- Location
- London, SE16
- Reviewing
- Hyperoptic
- Date
- 2018-10-02
- Comments
-
Stay away. In years I didn't have such problems with broadband as with Hyperoptic. Exctremely slow, not working at all at many times. I complained dozens of times over the phone and through tickets. Tickets - no responses for days. This is the worst internet service that I have had for last 10 years at least
- Location
-
- Location
- Stanmore
- Reviewing
- Hyperoptic
- Date
- 2018-09-24
- Comments
-
I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).
However, since Saturday my broadband has been out of service. I've tried calling their customer service number and after several attempts I got through only for them to tell me they are aware of it and engineers are on their way.
This was two days ago, and I've called 3 times since only for the same response "they are aware of it and engineers are on their way".
It seems they don't work on the weekends or it maybe they've got stuck in traffic for the past two days?!?
Nevertheless, its pretty poor service. Sky or BT would have had the issue fixed within 24 hours or atleast not "fibbed" about sending engineers.
Sort your selves out Hyperoptic!!
- Location
-
- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2018-09-11
- Comments
-
Best ISP I ever had! Speed is always amazing, reliability as well. Customer service is also incredible, I just raised a support ticket this morning and my issue has been already resolved. Amazing company.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-09-10
- Comments
-
If there is 0 I would award it!!! Sooooo slow… the upload is around 500-800 Kbps which makes opening websites and video conferencing a nightmare!!!! Even on the chipset package you’ll expect a proper online experience. My mobile internet is better..... don’t let me start on the coverage- we have internet only in the room the router is and then the connection is keep on dropping off. Working from home is almost impossible!
- Location
-
- Location
- Poplar
- Reviewing
- Hyperoptic
- Date
- 2018-09-09
- Comments
-
Terrible broadband connection and terrible service.
I'm on the 30 MB plan, and during long stretches of the day I am unable to open a simple text-based page on a browser.
Customer service's only suggestion is to upgrade me to a higher priced plan.
- Location
-
- Location
- Poplar
- Reviewing
- Hyperoptic
- Date
- 2018-09-08
- Comments
-
Terrible broadband, terrible service. I'm on the 30mb plan, the internet is barely useable most evenings, I can't even load a basic text-based page.
I contacted customer services and their only suggestion is for me to upgrade to a more expensive plan.
- Location
-
- Location
- Maidenhead, Berkshire
- Reviewing
- Hyperoptic
- Date
- 2018-08-25
- Comments
-
We have been with Hyperopic for 8 months, and have not had a single problem with the service.
We had so many issues with Sky broadband, from extremely low speeds to consistent connection loss.
We called Hyperoptic after confirmation they are available to our building. The woman we spoke to booked installation for the same day our Sky Broadband would be disconnected, and confirmed there would be no installation fee, as there was an offer online that we just missed, but she was happy to honor it.
Installation went smoothly, and service was up and running perfectly.
We receive emails letting us know when they will do maintenance, but that is during early hours of the morning (5-6).
We are on the 150mb packag, and it has never dropped below that download and upload speed.
I would highly recommend Hyperoptic to anyone who can get it.
- Location
-
- Location
- Bristol - Airpint
- Reviewing
- Hyperoptic
- Date
- 2018-08-06
- Comments
-
Really bad experience. Line drops constantly, forget downloading big files. Infantile customer service. I expalined that 10 other people in Airpoint building in bristol where on facebook group complaining about the same issues when all they could think of to say was to turn my computer on and off again. Complete cretins. Do not use.
- Location
-
- Location
- Queensway
- Reviewing
- Hyperoptic
- Date
- 2018-08-04
- Comments
-
Horrible service, wifi hasnt been working for 2 months now, still paying for it! An engineer came to fix it but said he had to leave as he had to have more time. Really dfficult to book an appointment if you work on weekdays. Customer support is horrible, minimum 20 minutes waiting time before a reply. Do not recommend
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-07-18
- Comments
-
Hyperoptic 1Gb is probably the biggest scam in the broadband services market, don't fall for fit. The problem is not even with the speed. Once the connection is established you will get a speed up to 300 Mbps (wifi) or up to 900 Mbps (wired). But the problem is with establishing the connection. It takes ages to load the page! Lots of time the connection interrupts or drops, images not loading, thus producing the worst browsing experience you can imagine. My mobile internet has a better browsing experience than this. I don't recommend getting this and telling this as a programmer and IT professional. Very disappointed.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-06-28
- Comments
-
If you want a broadband network where you get yourself 1 Gbps networking and end up with 2-30 Mbps, then you are in the right place!
I'm not joking. We got 1gbps networking but were then told we already had it, so woohoo!
I connected to the network, and the internet was off. Oh well, guess I gotta restart the router!
Didnt work. Oh well. Time to call customer service!
They actually dealt with the issue and made the internet work. But, when I first did a speedtest, I got 1 mbps download and upload. What a disgrace.
Nowadays I got 20mbps download, but still. Why?
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-06-19
- Comments
-
Around August 2017 I signed up for hyperoptic, after tolerating Sky for the past few years. Sky broadband used to experience breaks in connectivity throughout the day, and was often affected by weather. Customer service took forever and it was an utterly disgusting service.
Paying around £20 a month plus £50 off through referral, my 2 bedroom flat is using the cheapest deal that hyperoptic provides cuz we are broke students...however it has not disappointed once. No hidden fees AT ALL. Other than for installation (which was fast and free), I have never needed to call customer services as there have been no issues at all for the past year.
Will definitely recommend to everyone!
- Location
-
- Location
- colidal
- Reviewing
- Hyperoptic
- Date
- 2018-06-10
- Comments
-
Best broadband you can get bet sky/bt any time speed is really good
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2018-05-24
- Comments
-
Contacted Hyperoptic on 7th of May to order installation of Hyperoptic fibre service to my sons flat. We were given an installation date of 18th of May which seemed an eternity to a teenager without broadband but as we felt it was worth the wait we accepted.
The Engineer turned up on the afternoon of the 18th and proceded to install the Hyperoptic fibre box. Once the installation inside the flat was complete, the Engineer announced that he could not activate the installation as there was no free port on the switch. On investigation it was clear that the previous visit by the same Engineer had determined that there was no space on the Switch - something that was confirmed by the factors who manage the property.
My son called Hyperoptic who said they would give him a date for the switch upgrade and service activation on the following Monday (the 21st). Despite several calls (we are now at the 24th of May) Hyperoptic are unable to say when the service will be upgraded.
Service is awful and the attitude of the staff on the service desk is the kind of world weary drone that gives the impression that they are heartily sick of hearing complaints.
Do not use Hyperoptic.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-05-22
- Comments
-
I have been with hyperoptic for over 9 months now and I have to say they are probably the best provider I have ever been with.
Installation was simple mainly due to everything already in place with the new building. Activating it took minutes and we were connected.
Have not had any realisability issues and I regularly check the speeds and they are consistent even at peak times. I am on the 30mb package which is perfect for streaming and using two devices simultaneously.
For the price and service they really are the best in my opinion.
- Location
-
- Location
- Cardiff
- Reviewing
- Hyperoptic
- Date
- 2018-05-21
- Comments
-
Just had to cancel my contract on the day of the installation because the engineer didn't turn up.
Received a text message every hour with a new update - 12-2 turned into 2-4, 2-4 turned into 4-5.
At 5pm I rang the help desk as the text messages has stopped and was told my installation had been cancelled and that they'd ring me back to confirm why. Half hour later I was told that there were issues gaining access and they can't install internet in my complex until they have the required access.
These things happen but...
- why send me texts every hour telling me that my installation is still happening?
- why do i need to chase YOU to get an update?
- why even take a booking in a location that you can't install in?
I ended up cancelling on the phone because if this is a sign of their customer service I've definitely dodged a bullet.
Thank you for wasting my entire Monday Hyperoptic.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-05-21
- Comments
-
I recently moved apartments and since my last provider EE didn't have fibre option at my new address, i decided to switch. Found out that my new block is hyperoptic enabled. Immediately rang my friend who has been using hyperoptic for last 2 years to know his experience and he not only recommended me for its excellent service but also sent me a referral link which gave both of us £50 statement credit. You can use amarnath21 at gmail if you want referral. it's quite simple - Orders a 12 month subscription, selects 'I was referred' and submits my email address.
I started from hyperoptics website and it took me less than 5 minutes to complete my request. It was less than a week for me to move to my new apartment and they managed to find a slot for engineer to install my router on my move day so that i would have access to internet as soon as I move which was excellent. Also received all confirmation emails after placing order and on day of installation they kept me updated on the expected time to engineer arrival.
The installation process was very smooth and took less than 45 min and was done very professionally including discreetly surface - mounting the
white cabling to the socket to make it look very smart. Within 5 minutes of the installation, internet was up and running.
I am only on 30 Mbps which costs me only £15 a month as they offered 10% spring discount on top of £50 referral but in my experience so far it's performance is better than 50+ Mbps i have been with Sky, BT and EE in the past. It gives me close to 30 Mbps download speed as promised without any drop-offs.
Another plus point - Hyperoptics installed dual-band ZTE HyperHub router offers 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate Wi-Fi network (SSID) for each band when you view available networks on your device.
Which band is best for you will depend on your distance from the HyperHub and the layout of your property. I recommend trying your devices on both bands to find the best speeds for you.
5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the HyperHub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the HyperHub.
if you want to read technical reason why they are able to offer better download speed than others...
In the UK, like in many other countries, ISPs have the rather annoying propensity to call just about everything "fibre-optic broadband." In the case of BT, Sky, and anyone else who resells Openreach's last-mile products, "fibre-optic broadband" nearly always refers to FTTC: fibre to the cabinet. Even Virgin Media advertises its main product as "fibre-optic broadband," despite the fact that it makes a huge stink—often on the same Web page or advertisement as the fibre-optic claim!—about its network using "specially insulated coaxial cables" rather than "regular copper cables."
With FTTC (BT, Sky, TalkTalk), the fibre terminates at the street cabinet, which could be a mile away, and then a couple of thin copper wires run the rest of the distance to your home. With hybrid fibre-coaxial (Virgin Media), it's a similar story: the optical fibre terminates at a cabinet that could be a mile or two away, and then a coaxial cable runs to your home. In both cases, we're not really talking about fibre-optic broadband: it's either VDSL in the case of FTTC, or DOCSIS in the case of hybrid fibre-coaxial (HFC).
Hyperoptic, which was founded in 2010 by the same two people who founded Be Unlimited in 2004 (Boris Ivanovic and Dana Tobak), is a provider of FTTB: fibre to the basement/building. Again, this isn't quite a pure fibre-optic connection, but it's pretty close. In the case of Hyperoptic broadband, it's gigabit fibre from a nearby BT Openreach exchange to a router in the building's basement, and then they run standard copper gigabit Ethernet from the basement to all of the flats/units/homes/etc. in the building.
So, while others will catch up with Hyperoptics at some point in future, for now Hyperoptics rule if you want better performing internet at your home.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-05-13
- Comments
-
Not Happy & Would NOT Recommend: Ongoing Problems Develop Over Time
(I have to use tether 4G iPhone connection to write this as HyperOptic is again not working)
HyperOptic were installed in our block in Westminster and after HyperOptic initially cancelled the installation, eventually it was installed. All worked fine to begin with but then the problems started to develop.
Interestingly, after many years with Talk Talk on normal copper wire broadband, these problems never happened, and that was with Talk Talk(!).
Firstly, the HyperOptic Internet connection comes in and out, and HyperOptic speeds move up and down. The signal strength on Wifi for a device next to to the router moves in and out.
Then, more problems develop. The Internet goes down for no reason. This has happened a few times now and usually in the morning. The Customer Service team just make excuses, like it is something to do with my iPhone, iPad, Android phone, Windows laptop, Amazon Fire Stick, Echo Dot etc.
Then the speed slows down dramatically, to slower than my old broadband with Talk Talk. Websites don't load up quickly at all.
HyperOptic make ongoing excuses, like it is the Wifi router that they provided (yeah... right!), and it is the 2.5 Mhz or the 5 Mhx Wifi channels impacting one another (then why does your Wifi router offer both?).
I worry why the Internet is so unreliable and slow with HyperOpic. I worry that they utilise the network differently over night and in the morning, redirecting capacity.
I would not not recommend the HyperOptic service. The problems continue and are painful to deal with their Customer Service.
I know this sounds odd but as soon as I can get out of my contract, I will go back to Talk Talk(!).
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2018-05-03
- Comments
-
Everything has been perfect, remeber reading a review about them not turning up for install, but for me they turned on right on time, 30min ish to install then i was online, 5 months on, speed has always been fast, never had a issue. Wish i can buy shares with these guys.
- Location
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