313 Customer Reviews over 8 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-07-30
- Comments
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Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-07-30
- Comments
-
Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-11-07
- Comments
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Thank you very much for Colin George help to install my internet cable. He was very knowledgeable, being patient, clean and even he helped me with different idea. Really i appreciate hyperoptic company has such a nice man.
I really recommend this company to others.
- Location
-
- Location
- Sutton
- Reviewing
- Hyperoptic
- Date
- 2020-04-14
- Comments
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The most unreliable company I have experienced!
They are cheating on the speed. They are always available at customer service but they lies with the information about the price. They are talking in the way to confused you and avoiding to sharing the real final price and what you will pay finally.
Try to avoid them.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-10-09
- Comments
-
Really bad provider!
My wifi is not working since few months now, and when I called to cancel my contract as its a daily issue with my internet connexion and I am working from home, the customer service who was very nice explain that she is not able to cancel my contract as the internet cable connexion is working but wifi no. So I need 1st to try and replace my router ro try everyday to connect via cable and not wifi. Is it really stressful situation as I am working from home, and missing a lot of calls and meeting as I cant be connected, I have started feeling really anxious every day and praying to not have any internet issue at home during my work hours- and this provider don't want to let me cancel my contract. I have all the poofs that the internet speed is really low, but they won't let me just go- I am paying my bills on time and respecting the terms of my contract and even nit asking them for compensation or anything just cancelling my contract but it seems not possible. Can someone guide me here please
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2023-04-12
- Comments
-
We have agreed with Hyperoptic to install our Wi-fi on 8 April and the set-up engineer never show up while lying to their back office staff that he / she has knocked on our door on.8 April but we were not around. We were at home by the time he / she claimed he knocked the door and we never heard anyone knocked the door that day. We immediately contacted Hyperoptic to find out what happened but they were only able to rearrange the Wi-fi set up 5 days later, which is 13 April.
We had an extremely bad impression and experience with Hyperoptic and are very disappointed about their quality of service. Hyperoptic should look into the issue of engineer never showing up seriously.
- Location
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- Location
- Acton, London
- Reviewing
- Hyperoptic
- Date
- 2016-11-04
- Comments
-
Without doubt the worst company I have ever had to deal with (I'm 68 BTW). No warning on works when the internet drops so no internet, no phone, and no mobile (my signal comes through the router). Repetitive replies to emails. Been with them for 4 years and wish I had never bothered. Have just renewed contract, against my better judgement. They have taken off my free UK calls but are still charging me the same price per month. I am now on my 4th email to them but to no avail. As somebody else here mentioned, all the customer services staff I have dealt with have Eastern European names. Any company that hires almost exclusively eastern Europeans are obviously trying to do everything on the cheap.
When I first started with Hyperoptic I had to send and receive over 40 emails just to get it up and running with a working phone. They even messed up my desire to keep my old BT number.
Avoid! Avoid! Avoid!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-05-12
- Comments
-
First it took 2 months to get an installation booked as they changed their mind about 5 times whether or not they could install in our area. Once it was booked they did a no show, with no warning or notification why. After chasing up we had to book another appointment for a month later ( they had no earlier slots). 3 weeks later I called to double check as we hadn’t received an email and they said there is no installation booked, despite them booking it over the phone. Completely useless incompetent company, I am
Actually wondering if this company exists or is it a massive scam??? 3 months without wifi and counting. Off the roof data bills with our phone usage. Reported to ofcom.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-10-09
- Comments
-
Shockling bad customer service but more importantly extremely unrelaiable., constantly slower service despite subscribing to the faster service. It breaks down reqgularly It is also very expensive. Unfortunately my block Is a already committed to this service. I would avoid this company and go for a better more reliable brand name.
- Location
-
- Location
- Brentford
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
-
Hyperoptic are an enigma of a company, when it works, it's very good. When it doesn't it's terrible.
Let me start with the installation. When the engineer arrived he told me he would only be able to install my socket within 10M of my front door. This is an issue for me, as the front door is nowhere near the living room where most of my connected devices are. That being said the speed of installation was quick and the guy was efficient and knowledgeable.
When working, the internet is ok but there are some issues. For example the wireless speeds. I have never had above 32Mbps even an optimal distance form the router. I expect some degradation of performance over wifi but 68 Mbps? or, to put it another way: less then 2 thirds of the speed I am paying for! Due to my installation issues I get about 0.5 Mbps in my living room.
Even connected wired straight out the back of the router I only get 82Mbps. This is much less than acceptable. It's basically an outright lie to say I'm receiving the 100Mbps service I am paying for. I'm not sure how they get away with this? Maybe no one has reported them to trading standards yet? I assume someone techy would give some excuses using words like "latency" and "load form other users" or some such. However when I was with BT (which is sadly unavailable in my new building) I was paying for an 80Mbps service. They were quite honest in saying I would never get that, but they did say they would monitor the line and make sure it never dropped below 70 and, hardwired, it never did once).
The other issue is reliability. My connection drops constantly. This makes it impossible to watch anything over a streaming service or listen to a streaming music system.
Customer service TRIED to help. IN that the very quickly investigated the issues I was having and they sent me a new router. However the router being the same poor quality as the old one I have exactly the same issues.
I would recommend you stear clear of these guys. The bad outweighs the good
- Location
-
- Location
- Welwyn
- Reviewing
- Hyperoptic
- Date
- 2018-10-09
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-05-19
- Comments
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Initially kept delaying installation, and now broadband is not as reliable.
- Location
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- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-05-28
- Comments
-
The best home broadband service that I have ever experienced! Their customers service is easily accessible and their price is fixed throughout the contract! I have been with them for more than three years now and never come across a single problem!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-10-06
- Comments
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The test of an ISP's quality comes when something goes wrong. My internet connection with Hyperoptic went down 10 days ago and has remained down the entire time with no sign in sight of it being restored. And it's not just me, Hyperoptic customers all over my postcode in West London are affected.
The response from Hyperoptic has been shambolic.
I understand outages happen but you would expect a speedy resolution if a company knows what it's doing.
10 days of outage is utterly unacceptable from any ISP, let alone a supposedly award winning one. If your network is that susceptible to catastrophic failure of this nature, and isn't resilient enough to be restored within a matter of hours, then it is not fit for purpose.
Their customer service finally told me today the source of the outage is damage to one of their underground cables. It took them 10 days to find that out and now supposedly they need to wait for a permit from the council to dig up the road and access their own network! Ludicrous.
The poor quality of their network has been completely exposed by this failure. Any network worth its salt will build in redundancy so it can handle a single cable failure of this nature.
I would be less critical if the cable directly serving my property was damaged, in that event only I'm affected. But this single cable has brought down the service for what must be hundreds, if not thousands, of customers.
Hyperoptic do follow the Ofcom compensation scheme, so for every day you're without service you get £9.33 off future bills. That's all well and good but I'm having to fork out money (at a premium) to my mobile phone provider for extra data to stay connected via my phone at home. So the benefit of any compensation is lost. Plus to even benefit from that compensation I have to stay with the company and hope a repeat outage doesn't happy in future. Hey Ofcom, how about cold hard cash paid to customers instead?
I'm now left in the position where I have to sign up for another ISP - locking me into a another 12 month contract - just to get back online. That means going back to good, old ADSL over copper cables or flakey mobile broadband using the 4G/5G network. And when (or should that be "if") Hyperoptic comes back online I'm then stuck paying for a second broadband contract that I don't want.
In the past I always strongly recommended Hyperoptic whenever I was asked about Fibre Broadband, I will never do so again. Speaking to my neighbours, who are also affected, they all think the same and some have already cancelled their contracts.
In short, if you're considering signing up with Hyperoptic then buyer beware - their speeds are fast but their network is not robust and when it fails, its fails bad!
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-23
- 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.
- Location
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- Location
- Horga
- Reviewing
- Hyperoptic
- Date
- 2022-06-18
- Comments
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Utterly disgusting, waited over 10 days for Internet to be activated, had 7 day Internet, been over 7 days now since no service. Clueless team, firstly they said it has nothing to do with the Newtwork an ingineer will come over , waited 4 day the inginer came and said its got to do with the network as the IP was changed. Completely unsatisfied, I'll definitely cancel my contract before the end of cooling period .
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2023-07-20
- Comments
-
They lie about their outages. I have reported outages and they just delay and delay on the phone until the service comes back up and then claim there is no outage to report.
- Location
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- Location
- Bristol - Airpint
- Reviewing
- Hyperoptic
- Date
- 2018-08-06
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2020-07-21
- Comments
-
Utterly ghastly. I’ve had this service for four months and I can’t wait for the 12 month contract to be over so I can move elsewhere. The speed is so painfully slow, I’m either getting back to back buffering or pixelated pictures. Watching tv is now a trial. I had an issue over the installation and found customer service very pleasant but useless so I’m afraid I’m not going to bother reporting this, especially after reading the reviews.
So, if you’re thinking of trying Hyperoptic, please don’t. They’re a terrible company, the service is dreadful and customer service may as well not be there. Crooks.
- Location
-
- Location
- Chelmsford
- Reviewing
- Hyperoptic
- Date
- 2022-11-30
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-07-29
- Comments
-
Hyperoptic was in my building for some time before I took the leap of faith to give them a go. I checked a few review sites and read on their Twitter feed about a 30 day satisfaction promise so went ahead and ordered. It took a few mins, the longest part of the order process was me trying to work out if I wanted 20MB or 100MB speed! Anyway, I ordered, booked my install online and one of their engineers turned up a few days later. The install took about 45 mins, he cleaned up afterwards and left once I was online. O.M.G it's difficult to explain how fast the service is. I went for 100MB and am so glad. I can work, play and entertain without any issues - I did have some issue with the wifi but one call to customer service and I was sorted. The guys on the phone are, how can I put it? Geeks. They genuinely know how to help and are friendly too. My advice is to give them a go and make up your own mind and if you don't like it, cancel in 30 days. Thanks Hyperoptic!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-10-18
- Comments
-
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.
At the end of August there was still no service available, but they kept saying it was only a week away, at the end of September they were still saying it was only a week away. Now in mid-October they have changed the service availability to "It won't be available this year, we expect it to go live between March and June 2020."
So instead I've gone with BT Ultrafast (300Mbps), I signed up on Tuesday, the service went live today (Friday). Other providers were available as well, pretty much all apart from Virgin unfortunately (not a cabled area). So BT have managed in two days what Hyperoptic are unable to manage in three months and appear to need another nine months to do.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-04-26
- Comments
-
I've had hyperoptic for years including at different locations in London. Have never had any issues at all and great customer service as well whom I've contacted a couple of times over the years to change packages. They even gave me an excellent new offer after my contract had expired which is much lower than what's published for new offers as well! Internet service and phone line both work very well, not had a single issue ever actually...
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-07-27
- Comments
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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.
- 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
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-07
- Comments
-
Useless. Cancelled installation 3x with no notice. Just did not show. Then give you new slot 4 weeks away then cancel that. On hold for 45 mins and more. The worst service. Do not get.
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2018-01-15
- Comments
-
This f'ing is awesome. i got the 150mbs pack for 27, i used to pay the same for bt but i would only get about 600k-1mb download, So oftened when i download a game, or update I would have to leave it on over night or i else i won't be able to do anything during the day. Not it takes me 20m to download 10gb! Its like going from dial-up to broadband again.
Apart from this, I've had to contact customer service 3 times and each time they replied within a day, which was a surprise, nothing technical though, just asking when the install was, and changing the package, all sorted within a few hours.
Having read the previous review about engineer not showing up i was a wee scared, but not issue, sent me a text at 8, showed up at 10, out the door by 11, on the net by 11.05. Really taken back by how smooth and easy it was.
- Location
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- Location
- BOURNEMOUTH
- Reviewing
- Hyperoptic
- Date
- 2022-08-30
- Comments
-
Placed an order a month ago and heard nothing. So have now called them three times (really fed up with their system) and the only answer I get is they have "no capacity" whatever that means. Useless!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-02-23
- 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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- Location
- Basingstoke
- Reviewing
- Hyperoptic
- Date
- 2023-08-23
- Comments
-
Hyperoptic has completely spoiled my day. They are supposed to install today for the booking i made 2 weeks ago.. but last minute engineer called and said even though he install, there wont be service up and running till end of September..
Highly unreliable service.. if you know that you cant provide a service what is the point in giving fake assurances. I need to spend extra money to get some dongle and use to manage my work.
Completely spoiled my day and ruined with your unreliable service.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-10-13
- Comments
-
Appalling. I signed up for 100Mbs and got about 4. Customer service tried very hard to fob me off and I had to insist an engineer visited. Turned out they had connected us wrongly at another point in the building. Service is frequently dropping altogether, and is never anywhere near what they promised in terms of speed or reliability. I’d recommend it if you want to pay good money for a slow and unreliable service though, as they deliver on that. Just dreadful, I am sorry to report.
- 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
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2020-01-02
- Comments
-
Overall cant complain. however fibre is costly compared with competition.
Reliable connection that rarely drops (had to reboot router minimal number of times within 12 months).
Customer services on the 2-3 times I dealt with them were very helpful when signing up and when troubleshooting smart TV connectivity issues. They even set up a different local network for me called TV with different settings to help make the smart TV functions work - turned out the range or reliability is just poor on Samsung smart TV's and needs a wired connection to avoid drops. (nothing to do with hyperoptic router or internet speed - I resolved issue with a powerline adapter)
However I have just changed providers to Sky following an attractive black Friday deal which is maximized when bundling as many services together. Lets hope Sky relibaility is similar.
(Note - City Centre location)
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2019-07-16
- Comments
-
It took, to Hyperoptic 2 months to comission the line
Therefore they cliam that the starting date was later than expecting so they couldn't issue the £50 voucher which was coming with the package.
The service has been very average with dropping connection depending of the weather.
And to leave they have been a nightmare.
Only one regret, being patient and not cancel when waiting 2 months without internet for comissioning.
The customer service prefer to blame you rather than help you out.
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-04-01
- Comments
-
Moved to Hyperoptic from SKY after our development was enabled to receive their service. Mindblowing... to go from a broadband experience which constantly fluctuated between the bearable and the terrible to grinning at <15ms ping gaming and consistent 75MB throughput wireless was just amazing. Unfortunately we've recently moved and werent able to take Hyperoptic with us. Im now stuck pondering between a return to SKY or BT and feels like Im returning to the stone age!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-05-13
- Comments
-
Lots of mixed reviews with I dont understand. I have been a customer 2 years now and have had no issues. Im on my second router now and get 170 Mbs in East London. Hyperoptic always reply to our emails (usually Petar or Zorica) within minutes and recently said they had a new offer where we upgraded to a new router and paid less per month !!! we are very happy customers .
- 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.