313 Customer Reviews over 8 pages
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- Location
- Barking
- Reviewing
- Hyperoptic
- Date
- 2016-01-06
- Comments
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I on the internet plan provided by the property owner which is a guaranteed 5Mbps line. I have been experiencing poor internet speed during night and weekends. I tried explaining Customer care for the past 5 days almost calling them everyday and no action has been taken on my problem yet. First day one customer care person said there is an IP allocation issue with my connection, second day they said they wanted to investigate further and after that every time I call them they have been saying Network team has confirmed there is no issues with my connection. They have been saying me to upgrade and get better service, not sure what difference that is going to make. In my view, it says you pay more for better service.
My internet completely drops where I am not even able to load google.com on wired laptop after 9PM everyday and on Sundays. I have been mailing Hyperoptic on this issue for close to one month now and no action has been taken. Every time I mailed them a new ticket has been assigned but no action has been taken so far and I am seriously annoyed & disappointed with the service.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2022-05-30
- Comments
-
I would like to give an overall rating of 0.25 for the pathetic service hyperoptic provides. I took the subscription on 15th of May 2022 and it took them 3 days to activate the service ( my flt already had an existing connection+router) and they did a scheduled maintanence one day from 9AM to 1Pm and somehow their engineer had did a blunder that they couldnt reboot my network that entire day. And their technical team keeps my call on hold for around 50 mins to attend the call. ********* experience i had with this provider
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- 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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-02-05
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-01-21
- Comments
-
Not reliable, falls out all the time and some of the worst customer service I have experience anywhere for any product. They wanted 30 days prior notice before my contract ended even though my contract was a 1-year contract, which forced me to pay for almost a full month. On top of the rudeness I encountered, they wanted to claim an early cancellation fee, cannot believe how people stick up with this company.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-04-08
- Comments
-
I am paying £40 for one 1Gbps internet but I never received anything more than 70 Mbps. I have called them for 1 month everyday to tell them the problem everyday.
I cannot believe a company can provide such a terrible service, act with customers like they are worthless, ignore the clients complaint and still survive. isn't there any authority which can stop them?
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-09-21
- Comments
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Broadband - no issues with connections been fairly good
Contracts - unethical contracts. If you move house, and they're not available in the new house then you still have to pay. They tell you about contract Expiry exactly 30 days before your contract expires and automatically place you on a rolling contract where the cost increases unless you notify them 30 days before. So you pretty much have only 1 day to work out your options and tell them otherwise you're gnna forced to go on a rolling contract for x days. Unethical.
- 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
- 2018-06-19
- 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
- london
- Reviewing
- Hyperoptic
- Date
- 2023-10-10
- Comments
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I've had friends who have recommended Hyperoptic.
My property at the time didn't have availability so i signed up my interest and a few months later said hyperoptic is coming to my address.
I was excited of course as i had really dodgy internet and work from home a lot so need reliable internet. I was going to switch to the usual SKY / BT etc, but because of this offer, i immediately placed an order.
They did the preinstall checks and everything checked out in july. they said the only thing left is for the engineered work to do which is a bit of drilling and they have a team coming over.
this took MONTHS to get them over. I rang and rang and they said they will schedule them to come.
Finally, after 4 months, they sent an email saying sorry, the engineering team cant actually get the cable to your property and we are cancelling your order.
It's an absolute joke. This should have been detected at their "preinstall checks". The speeds offered are a dream but they dangled this carrot in front of me for the last few months.
I've been dealing with using my own hotspot from my phone and terrible internet for the last few months waiting for this to just be told sorry no can do.
Their customer service has been okay and nice but the actual product has been a joke for me. bear this in mind when trying to place an order.
I go to their website and it still says hyperoptic is available to your address.
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2022-04-28
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2017-11-07
- Comments
-
I've been a customer for 3 years now and in all that time I have only had one brief outage. Always hits the advertised speed over Ethernet, WiFi took full advantage of 1Gbps once I'd swapped the HyperHub for an Apple Airport Extreme. Great sevice.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-08-17
- 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
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-21
- Comments
-
Most incompetent service I have ever seen! 3 weeks and 3 scheduled "engineers" and the problem is still not fixed. Horrible customer service and stupid inefficient installation team will never use this service and highly recommend others to STAY AWAY!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-04-09
- Comments
-
Worst company ever.
Over 14 days of my connection dropping constantly - support ticket raised 14 days ago.
I have to go to a cafe and waste money all day to be able to work 'from home' as I cannot have any online meetings.
Unable to watch a move without having 20 seconds to have the connection restarted every couple of minutes.
Support and customer service keep ignoring me and refusing to send a new router.
Hoping the Ombudsman forces them to care about their customers. Avoid at all costs.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-10-28
- Comments
-
Their engineers were in my building and told me to sign up online. So I did. I took a day off work and they installed my socket and router. At no point did they tell me the service wouldn't be live... until after they were done installing. The engineer tells me it won't be live yet and there would be a wait. He couldn't say how long - not even an hint. Customer service have no idea. So far it's been over a month. They still don't know. I see some poor soul on here has been waiting over 5 months.
If there service is this bad before it's even live I'm thinking it'd be best for me to just cancel now.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-09-13
- Comments
-
speeds constantly down. have to phone up to fix it every time
- Location
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- Location
- Reading
- Reviewing
- Hyperoptic
- Date
- 2018-02-13
- Comments
-
I have been using Hyperoptic for the past two years, after BT's wheezing offering sank to 128Kb/s. At first I used the 100Mb/s service, but I just upgraded to 1Gb/s, at which point they gave me a new 5GHz router. This is important, because while I get 850-900 Mb/s plugged directly into the Hyperoptic socket, this drops once you route the signal further away, depending on the link used.
I just tested this using a Mac mini with a Broadcomm Gigabit network card in the room above the router.
A 15m Cat7 Ethernet cable gives 350 Mb/s.
5GHz Wi-Fi gives 320 Mb/s.
Switching to 2.4 GHz, the speed drops to 40Mb/s!
A 600 Mb/s Powerline link only manages 90 Mb/s.
So the 5GHz Wi-Fi makes a big difference.
Hyperoptic's customer service is light years ahead of BT's. They are responsive and polite.
They don't help themselves with their glib information leaflets, which are light on real information. For example they say that "some older hardware may not be able to take full advantage of super fast speeds". What that actually means is that lots of even quite modern kit still ships with "Fast Ethernet" i.e. 100BASE-T network cards, limited to 100Mb/s, including many smart TVs, and a lot of laptops out there will still have this. You need kit with 1000BASE-T Gigabit network cards to consume this bandwidth. Hard to get used to the internet not being the bottleneck!
- Location
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- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
-
Broadband not activatable. Customer service refused all resolutions apart from an engineer appointment 4 days down the line.
Caused 2 days of disrupted work and a huge bill for mobile hotspots.
Wouldnt recommend to anyone
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-03-01
- Comments
-
Avoid this dreadful company. I attempted to give 30 days notice to cancel my account, however nobody answered their phone for 3 days. I ended up waiting 20 minutes on the phone on the third day of trying before giving up. I left a voice message for my call to be returned, yet nobody ever called me back. I also emailed requesting cancellation, which was replied to 3 DAYS later. They then had the cheek to try and charge me an extra month despite my attempts to cancel. They ever threatened me with debt collectors over a 13 pound bill. Their connect was poor with constant dropping in my apartment. I have advised numerous homeowners in my development to avoid this deceitful company. I regret the day that I chose the open an account with them. Avoid Avoid Avoid.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2014-06-07
- Comments
-
This, this is too fast. I LOVE IT!
- Location
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- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2021-01-27
- Comments
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The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-08-12
- Comments
-
Avoid at all costs. awful service and even worse customer service
- Location
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- Location
- Essex
- Reviewing
- Hyperoptic
- Date
- 2020-04-01
- Comments
-
Been a customer for 2 years time to renew my current package has gone up £4
No loyalty discount and current situation our country is in with covid-19 and everyone losing their jobs just another worry to add to my list of things haven't got money to pay for #ShameOnYouHyperoptic
- 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
- Reading
- Reviewing
- Hyperoptic
- Date
- 2018-01-23
- Comments
-
I have been with hyperoptic for almost 3 years and I have to say it has been 3 fantastic years; great speed with only few occasional slowdowns, the customer service also quiet good; in one occasion I had an engineer on my doorstep within 1 hour and it was Saturday so well done. The only thing I don't like is the availability, hyperoptic is not your typical internet provider so don't miss the chance signing in if they are in your neighbourhood.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-03-06
- Comments
-
Absolutely worse customer service, took almost a month for activating my service and to your surprise, it has not been done at all YET. Emailed them, called them and chatted online with them and all I get is the constant changing of my activation dates, paid everything, asked for refund and denied and all I can do is wait for them to get my service. Definitely THINK TWICE IF WANTING TO GET THEIR SERVICE, keeping in mind the time and effort you needed to put in dealing with them even if their wifi speed is good!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-02-02
- Comments
-
Tried signing up in September. Offered great initial deal. It is now 2 February and nothing has happened. Called my account manager numerous times with promise to look into it but he never follows up. In meantime my Virgin Media contract expired in November & rolled over to exorbitant no-contract monthly rates, costing me a fortune. Do not trust this company. I’m finally moving on, to G.Network.
- Location
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- Location
- Bristol
- Reviewing
- Hyperoptic
- Date
- 2019-02-02
- Comments
-
Internet is good when it's available but constantly drops out and videos are left buffering, even with such a fast connection.
Having to switch provider and getting a massive bill to cancel because they're not available. There's very little options and customer service isn't fantastic.
- Location
-
- Location
- Uk
- Reviewing
- Hyperoptic
- Date
- 2022-11-27
- 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!
- Location
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- Location
- Hammersmith
- Reviewing
- Hyperoptic
- Date
- 2023-10-09
- Comments
-
Good service for 6 months. Cheap tariff. Then an outage affecting the whole area that has now lasted 12 days with no sign of repair. No useful response. Just apologies from Hyperoptic. My feeling is that they are cheap for a reason. They don't have adequate manpower or infrastructure to deal with problems in an acceptable time frame. I have learned my lesson. You get what you pay for.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-04-13
- Comments
-
STAY AWAY from this awful company. Completely inconsiderate - when I initially ordered I've been asked to wait for 2.5 weeks for the next available installation date. Now they have cancelled my broadband installation one day before arranged installation date and rescheduled it another 2 weeks after without consulting me. I called them and explained that I've been living without internet for 3 weeks already to which they replied, there's nothing they can do, although it says on their website that they will prioritise for customers who don't have internet connection. I could've ordered with some other broadband provider if Hyperoptic were transparent and and would give me more notice before cancelling installation. I never felt so let down and frustrated by a service provider.
Also it's apparent that they are cutting costs by outsourcing their customer services to Serbia with staff who's English is rather poor.
- Location
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- Location
- Roehampton
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
-
Awesome Service, Great offers, worked within my budget, absolutely satisfied
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-01-27
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-08-27
- Comments
-
The service itself is reasonably fast, but the router they supply has a poor connection with the result that the wifi cuts out frequently.
Customer services has deteriorated greatly over a period of two years. They avoid answering questions, their responses are inconsistent and at times incomprehensible. Quite frustrating.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-02-04
- Comments
-
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
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2024-02-20
- Comments
-
I’ve had this service for a year and a bit and it’s been down in that time twice totalling 1 month, the second time I tried to escalate this to get an engineer out quicker as it took a week and a half the first time.
They said there is nothing they can do but I come to fine there has been an engineer in the building and the one next door that whole week.
The customer service here is appalling! The engineers are great the people on the phone don’t care as long as the company gets its money they are happy!
Cancelled my contracted today because they can’t deliver their end of the deal and I still get charged for this!
Do yourself a favour and go to another company! Truly awful company to deal with.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2021-10-01
- 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).
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2016-09-11
- Comments
-
Purchased the 100MB from Hyperoptic. My downloads were running slow, after checking my speed it was only 26MB. I called Hyperoptic to be told I can only get 100MB if I use an Ethernet cable and not the wireless hub. No where on their website does it say this. The person who fitted it didn't mention it and neither did the sales rep. I cancelled my BT broadband and paid to get out of their contract early. Only to be mislead and sold wireless broadband from Hyperoptic which doesn't actually work unless via Ethernet. It would be interesting to know how many people have actually been sold this and have not checked their actual speed. I called Hyperoptic to complain and got nowhere.
The following is my package details:
100Mb download and upload speed
Unlimited usage, no data limits
No BT landline (line rental) required
Consistent, fast speed
Hyper-hub (wired & wireless) router
24/7 customer support
12 month contract
In very very small print: Gbps speed is not achievable by a single device over wi-fi. If you are looking for a 1Gbps connection to a single device, a wired connection is required.
However, this doesn't say you cannot achieve 100MB or anywhere near it unless connected to a wired connection.. Completely false advertising.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-06-11
- Comments
-
Be very careful if you are considering signing up to Hyperoptic. They are a bunch of amateurs, not real professionals. They are vastly increasing their network footprint without building in IPv6 infrastructure to the point where they have had to implement CGNAT. In practice, this means you have to share a public IP address with several other customers. This prevents you from connecting to your home network from elsewhere. It has also resulted in problems with unstable network speeds and inability to connect to certain websites.
This morning I was unable to connect to the British Airways website despite being able to do so from my work network and from my mobile phone (on 4G). I called up customer services only to be told that this is a frequent issue because website providers sometimes block shared public IP addresses they do not recognise and that I would have to call up British Airways myself to resolve the issue. The other option I was given was to pay an extra £5 per month in order to have a static IP address. This is ludicrous. Surely it is the ISPs responsibility to resolve these issues and completely unacceptable that I should have to pay an extra £5 a month just to have the privilege of a working internet connection! Why should customers have to do their job for them?!
In summary: dreadful customer service. Poor network infrastructure and the bosses are clearly only interested in making money and don't give a toss about their customers. I wish I had stuck with my Sky Pro ADSL connection. It might be slower but at least I know it is reliable and actually works.
- Location
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.