313 Customer Reviews over 8 pages
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- Location
- Reading
- Reviewing
- Hyperoptic
- Date
- 2018-02-13
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2018-01-31
- Location
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- Location
- Nottingham NG1
- Reviewing
- Hyperoptic
- Date
- 2018-01-29
- Comments
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My 100mb package delivers 17mb on average. When I've contacted them they say it's down to wireless issues and basically it's my fault - this is despite 2 devices are plugged in!
I'm going back to a mainstream provider.
- Location
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- Location
- Reading
- Reviewing
- Hyperoptic
- Date
- 2018-01-23
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2018-01-21
- Comments
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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
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- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2018-01-15
- Comments
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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
- Gateshead
- Reviewing
- Hyperoptic
- Date
- 2018-01-04
- Comments
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Firstly, we have heard great things about HyperOptic hence why we chose this when we moved to our new property. We purchased our package on the 21/12/2017 for an appointment a week later. I waited in the property all afternoon on my day off and no one turned up.
When it got to 5pm I contacted HyperOptic as I hadn’t heard from anyone. When I got through I was told we did not have an appointment and it had been a mistake that we had been allowed to book this online.
The person I spoke to at HyperOptic re booked us in for 8th January 2018. This is 18 days later than we were hoping therefore we have now had to purchase 1 month of BT Wifi for £39 as we require internet for work.
Due to work commitments we are now having to pay a relative to take a day off work to wait in our flat for the installation. So this whole experience has cost us £100 and hyperoptic have offered us £10 compensation!
- Location
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- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2017-12-19
- Location
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- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2017-12-13
- Comments
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Ordered internet for my new flat and booked in an installation 3 weeks in advance. Engineer never showed up! I contacted them to be told that they weren't coming because they had failed to send risk assessment forms - and they didn't even contact me to tell me! Now nearly a week later and I am still without internet and no booked in installation.
- Location
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- Location
- Birmingham
- Reviewing
- Hyperoptic
- Date
- 2017-12-06
- Comments
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Been very lucky to have access to the hyperoptic network. As a customer for 2 years I've never had any issue, speeds and reliability are fantastic, value for money is excellent and their customer service on of the least "non-robotic" nowadays. 5 stars all the way. I hope they continue like this
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-12-02
- Comments
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I am very happy with Hyperoptic. The speed consistently matches the service I ordered. In terms of reliability, there has been only one outage for around 5 minutes in almost 6 months - much better then any other providers. The ordering and install process is straightforward and I did not have any problems with the customer service either. I would suggest adding a static IP option to the package though, to ensure the best possible experience.
- Location
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- Location
- Bristol Center
- Reviewing
- Hyperoptic
- Date
- 2017-11-30
- Comments
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My building recently went ahead with Hyperoptic, and I decided to take the offer they had and changed from Sky to them. The installation went smoothly and quick. The internet speed is amazing, I check internet speed now and then - and on my 150Mbps package - I get around 125Mbps speed, which is a huge improvement on my previous 9Mbps with Sky. I am very happy so far and have no complaints.
- Location
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- Location
- Brighton Marina
- Reviewing
- Hyperoptic
- Date
- 2017-11-08
- Comments
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Connected at time and date as booked. Neatly done.Worked first time. Wi-fi runs at 76mg consistently
Had a small issue with first invoice. One phone call -sorted. BT watch and learn.
- Location
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- 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
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- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2017-11-07
- Comments
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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
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- Location
- Cardiff Bay
- Reviewing
- Hyperoptic
- Date
- 2017-10-17
- Comments
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The first engineer decided to take the most visible route for the cable and drilled a hole 1/3 of the way down a wall to take it into the cupboard - despite having a skirting board available to follow. He also left a mess and didn't even say he had finished. Hyperoptic said they would send a different fitter who didn't turn up and no contact from hyperoptic. Wouldn't touch them with a barge pole!
- Location
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- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2017-10-14
- Comments
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Avoid this company.
The internet drops out all of the time, you speak to customer service who say the speed is fine. It does look fine when you use speedchecker etc. However when you need a constant stream (gaming), it drops down to 0-1 up and download speeds, only for a few seconds but enough to either disconnect or frustrate you.
I am suprised they are getting away with advertising the speeds they do.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-10-13
- Comments
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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
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- Location
- malaj
- Reviewing
- Hyperoptic
- Date
- 2017-10-03
- Comments
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i had the best costumer the guy who helped me was David he was really patient and helpful.
service like this deserve 10stars not 5.
and is not the first time i am speaking with them and i had the same experience.
well done guys i am really happy to be with you.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-10-01
- Comments
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I've go 100 mps but it is hardly 17 mps.
the router is pretty weak, both in range and speed.
Speed frequently drops. It is temperamental with some websites.
and customer service is basically there to justify the bad service, taking advantages of what you don't know and misunderstandings.
Highly NOT recommended.
- Location
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- Location
- Queensway
- Reviewing
- Hyperoptic
- Date
- 2017-09-29
- Comments
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I don't want this to be a long account, though it could be. In one word: Avoid! Avoid! Avoid!
This company is utterly useless. The internet drops up, the internet is slow when it does work. We bought 1gb, we've never received even a tenth of that! We called multiple times with technical support, wasting hours on all sorts of gibberish and given false promises of improved service. We were then switched to 20mb and then told actually we should try 100mb. Nothing worked. All the same. Rubbish service.
They outsource technical support to Serbia. And they're technicians operate on an UBER-engineer format. Anyway, total headache. Nightmare.
This is by far the worst internet service in over 20 years of using the internet. It made me yearn for my dial-up years - at least that was constant. HyperOptic? Hyperrubbish.
Ben and Tom - you'll be hearing from a lot of angry customers soon.
- Location
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- Location
- NW London
- Reviewing
- Hyperoptic
- Date
- 2017-09-22
- Comments
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Great internet. Reliable, fast and immeasurably better than our previous connection with Sky!
We recently moved into a block flats that had already been pre-fitted with Hyperoptic so the whole setup process was fairly straightforward.
There was a slight faff with the delivery of our modem and upon first setup the internet didn't work (hence the 4 stars given). However, after a 15 minute phone call to customer services we were up and running and haven't had any problems since.
I receive and send a lot of files for my work and since switching from Sky in our old property to Hyperoptic my upload times in particular have gone from 30-60 minutes to about 5-10.
Almost 4 months in and very happy.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-21
- Comments
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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
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-08
- Comments
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I would highly recommend that you -*avoid*- this company.
1) I phoned up in July 2017 to book an installation. One was scheduled for two weeks later.
2) The day before installation, I received a confirmation text in the morning. In the evening I received a phone call saying that my installation had been cancelled with no reason given.
3) I phoned up a few days later to ask what the issue was. Apparently there was a dispute between Hyperoptic and the Building Management.
4) A few weeks later the dispute has been resolved and I am asked to rebook the installation. This was scheduled for three weeks later (as no earlier slot was available).
5) Saturday 2nd September 2017: I was told that the engineer would phone 30 minutes before arriving to confirm the appointment. This did not happen, but at least he turned up.
6) The engineer could not turn on the internet because the building management offices were closed (as it was Saturday). Hyperoptic know that the offices are closed on Saturdays because they do installations all the time in my building. Why did they book the installation for a Saturday then?
The engineer said he would phone me back later that day to rearrange.
7) No phone call back. I call Hyperoptic on Sunday - they say they will phone me back.
8) No phone call back. I call Hyperoptic again on Wednesday - they rearrange the engineer to come back on Thursday. I confirm that I will not be in the apartment - Hyperoptic say this is fine.
9) On Thursday I receive two answer phone messages asking if I am in the apartment. After four long phone calls to different people at Hyperoptic it turns out I do need to be in the apartment. An engineer is scheduled for Friday.
At this point I accept that I may never have internet and that Hyperopic has no communication between departments.
10) On Friday, the engineer is meant to come between 9 and 12. At 12 I ring up Hyperoptic asking where the engineer is - they say he will be there in 30 minutes.
At 1pm, I phone up again. They say he will be there soon.
At 1.20pm I receive a phone call saying that the engineer is on his way.
At 1.40pm I receive a phone call saying the engineer is lost.
At 2.20pm the engineer arrives. An apology for the lateness would have been nice at this point.
At 2.26 I am told that the original installation did not work and it will have to be re-done. I am so bored of Hyperoptic by this point.
The only available slot is in 7 days' time.
All I want is some internet.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-14
- Comments
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100mb package.
Been connected for just over 2 months.
The promises made:
No more dropping out;
Very fast speeds.
What we got:
Constant drop-outs. And I mean constant. What's caused me to leave this review is the fact -- yet again -- my internet connection has dropped 4 times in the past 5 minutes. This is not a rare occurrence; it happens frequently every day.
The speeds are fine -- does everything I want it to do. Not 'amazed' by the speeds by any means.
Installation was a bit of a shambles.
Customer support aren't able to help to get a stable internet connection.
I left PlusNet as they had a habit of dropping out for long periods of time. Hyperoptic's advertising promised an end to that. But they're just as bad. Scratch that, they're worse. I'm seriously considering paying off my contract and going back to a mainstream provider.
Would not recommend.
- Location
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- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2017-07-12
- Comments
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I switched from sky as my internet always stopped. I would highly recommend Hyperoptic for its speed and reliability. It took me a day to download a movie with sky and two minutes with Hyperoptic. It was like going to the future from the stone age.
- Location
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- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
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Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
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- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
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Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-03
- Comments
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1 month since I signed up - had to miss 4 days of work waiting for installers that don't call, don't show, or leave with the job unfinished. Had to call customer service nearly every day, getting different answers every time. I was promised in writing that installers today would finish the job. Still no internet, and another installation scheduled. I cancelled my old provider with a 2 week overlap from when hyperoptic was supposed to be operational, but because of delays I've now had no internet at all for a week. I would have never signed up if I knew that it was going be like this.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-06-11
- Comments
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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
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- Location
- Isle of Dogs
- Reviewing
- Hyperoptic
- Date
- 2017-06-05
- Comments
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Extremely unstable (disconnects) and extremely slow most of the time even when we are on 100MB. And they think it's not their problems. We phoned customer service and he was so rude. I then emailed and nothing was resolved. They only changed the channel (which didn't help) and asked me to upgrade. What a good waste of money and time.
- Location
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- Location
- Brodie
- Reviewing
- Hyperoptic
- Date
- 2017-06-05
- Comments
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Customer service is absolutely appalling I moved into an apartment where hyperoptic was already provided so I rang to see if it was more beneficial to go with them than wait three weeks for wifi to be fitted.. I was informed when I took out this contract that they only provided a year long contract when I needed 9 months I was explained that the cancellation fee would only be £25 but was offered a good deal so I decided to go ahead and pay a cancellation fee when I left! I rang today to cancel my contract where I told the cancellation fee was now £50! When my contract only had £66 left to pay. I explained I was told £25 previously so they listened to my first recording and found that it was £25 however they insisted I had to pay £50 or move the contract which I am unable to do. The worst customer service I have ever received asked to speak to the manager and was informed that wouldn't be possible. Would never use hyperoptic again.
- Location
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- Location
- South London
- Reviewing
- Hyperoptic
- Date
- 2017-05-23
- Comments
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Have to wait 3 and a half weeks for installation within my apartment. Be aware: when it is installed, the cables will all be exposed (looking awful) unless you pay extra for them to be hidden.
In my view, I think they sucker the managing agents of buildings into installing their service. Apartment owners are then trapped because Hyperoptic then have the monopoly and you're stuck with their terrible service.
In my opinion: useless. Avoid.
- Location
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- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-04-23
- Comments
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Had for a few weeks and I am very happy with the service. It has been very reliable and the speed is very good. I use mainly wireless so I am on the 100MB package. Couldn't recommend more.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-04-20
- Comments
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Couldn't ask for more! Amazing speed (I have the 1GB option), No downtime for me in the last 6months & was quick and easy to set up l.
Only improvement would be to supply a better router - you can't get the most out of the 1Gb service with the router they supply
- Location
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- 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
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-03-30
- Comments
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My experience with hyperoptic has been nothing less than excellent. Because the previous tenant had left their hyperoptic modem in the apartment, I was literally up and running in five minutes. Best broadband (Fibreoptic) experience I have ever had.
- Location
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- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2017-03-29
- Comments
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Yes they deserve 5 stars. We have been with Sky nearly 3 years and payed nearly £30/month for these 3 years and received a speed of no more than 4.5Mbits/sec which was an upto 17Mbits/sec package, couple of months ago i received a message saying that Sky will raise their prices £1.5/month both broadband and line rental that we should pay for £33/month for the slowest broadband in the UK.With Sky I've never seen a download speed more than 600kb/sec but now with the basic package of Hyperoptic which is 20Mbits/sec i have a download speed of 3Mb/sec which is 5 times faster than Sky and nearly £15 cheaper.The installation process was fast and smooth,the engineer insisted on cleaning the dust after finishing the job and i said i can do that no worries, couple of hours later i had the cheapest/fastest internet connection in the UK including line rental which you use Hyperoptic modem to connect your phone and it has a crystal clear connection. I definitely recommend Hyperoptic, maybe it is not a billion pound company but you will get the cheapest/fastest/reliable (been using for 3 weeks now) broadband connection in the UK.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-03-02
- Comments
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These guys deserve 5 Star! Honest advise, helpful team and support line. Big thanks for Dusan who helped me to cancel my contract just because I'm moving to another area and they can't reach there yet.. Nevertheless I will get back to them as soon as we have it there, and will continue to recommend it to the others. (usually I don't write reviews.. and P.S. AVOID VODAFONE AT ALL COST...)
- 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.