313 Customer Reviews over 8 pages
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- 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
- malaj
- Reviewing
- Hyperoptic
- Date
- 2017-10-03
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
-
Absolutely the worst experience I've had with ISP; Both the customer and technical support were poor (their diagnostics completely failed to identify my poor connection speeds), the reliability is hit and miss and the claimed speeds only exist on paper. Overpriced and, because their scope of service is quite limited, you're likely to be hit with a big termination fee if you decide to move house. Stick with the usual suspects (BT, Sky, VM etc.)
- Location
-
- 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
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2019-05-29
- Comments
-
Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day.
Considering upgrading to 1 gig speed for the next 12 months.
Highly recommend
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-09-17
- Comments
-
Misleading. Be very very careful with this company. When joining if you live in a high rise building, never agree for them to have your router to be on the door way. They tell you this is the standard place but it's all b.s. when they can easily have the router inside like normal. But here is the catch, once you complained to have your router inside, they will say it's chargeable £50 if you want the router inside.
Also poor customer service and very unprofessional. The girl who I spoke to was rrud. Don't waste your time with this company, they will lure you in and make you pay extra.
STAY AWAY!!!!!!
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2024-02-17
- Comments
-
Terrible service!!! It is taking 6 days to send someone to fix the internet!!! 6 days without internet because of their problem!!
Their customer service simply say they cannot book anything earlier because they are busy!!
- 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
- manchester
- Reviewing
- Hyperoptic
- Date
- 2022-05-18
- Comments
-
two months after order, internet not live, this company should not be used by anyone, customer service were very unhelpful, please do not deal with
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-11-29
- Comments
-
Absolutely amazing customer service from start to end. Everyone I have spoken to has been fantastic and very helpful.
I've never had my internet cut out in the half a year I've been with them, they never upped the price, and the speed was consistently good.
I can't recommend these guys enough. Only downside is that its not in my new address but I feel like part of why they have been so consistently good is because they haven't overextended themselves
- 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
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-02
- Comments
-
My service has been fantastic from day one.
One simple no nonsense but friendy call to book & politely installed within 48 hours.
There was a day it went off for a short period, we were informed of this well in advance, with an explanation and apology - and sure enough service was quickly restored.
This month I was liable to a cost increase but there hasnt been one - this also helps retain my loyalty.
I see nothing snide or inefficient here in Manchester and am amazed to see several negative reviews when most of the giants routinely lie to and milk their customers.
In my opinion, Hyperoptic have been efficient, honest, transparent and very fair.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-11-08
- Comments
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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
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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We've been with all the big players in the game (e.g. BT, Sky, VM etc) and Hyperoptic is undoubtedly the worst experience I've had. Terrible, terrible service all around. Avoid them at all costs.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-10-12
- Comments
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I will never ever sign-up for this company again. I moved my house and requested the hyperopic company to move my broadband also but the company refused to provide me service in my new rented house and asked me to terminate the contract, I never requested to terminate my contract, it is the company who advised me to terminate the contract because they were unable to provide me service into a new house and they imposed £450 termination fees. I requested them multiple times that I do not want to terminate the contract but I did not get any positive response from their service center. I can not afford to pay £450 termination fees so I am still paying £20 a month to continue my contract even though I am not using the broadband anymore and I have moved house. I will not recommend to those who are on rent, to get a contract of hyperoptic, you will be stuck if you move your house and you have to pay too many termination fees.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-06
- Comments
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Be warned people if you are thinking to choose Hyperoptic as your new Internet/Broadband service provider!
I was with them for 3 months at my old address, now since recently moving, they've said they can't supply my new address. So they have said they will charge me an extortionate £400 exit/cancellation fee! Obviously this is insane and unaffordable.
I have asked around now at most other providers of broadband e.g. Virgin, Sky, BT and they don't charge you an exit fee if they can't supply your new address.
I feel this is totally unfair and they won't even come to a compromise with me, ignoring my emails.
I will take this review down however if they will come to some kind of compromise with me.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-02-16
- Comments
-
When it works it quick, but on a twice weekly basis they take the network down for maintenance without telling you, CS are useless and rude. Constantly getting calls from their sales team to upsell
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-07-14
- Comments
-
Waited over a month for an installation date only to be told they're waiting for equipment yet all my neighbours are having theirs fitted no problem. Contacted chat and was told they'll be in touch, exactly the same thing they told me on 14th June( it's now 14th July)
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2020-09-27
- Comments
-
Read some negative reviews. However personally have had brilliant service with Hyperoptic in the last several years, always someone to pick up the phone and very good attitude even if you are looking to terminate your contract with them (decision to terminate contract has nothing to do with their service).
Their customer service is always excellent! Best wifi service I have ever used in UK.
- Location
-
- Location
- Newcastle
- Reviewing
- Hyperoptic
- Date
- 2019-10-01
- Comments
-
If I could give zero I would. Disconnects several times a day, barely 30% of the advertised speed at best. The only redeeming feature is that you can usually get thru to 'faults' in under 40 mins, in contrast to most other providers... to go through the rigmarole of not solving the problem. Cancelling service and told them to sue me for the balance. I ll be selling tickets to any court case !
- Location
-
- Location
- north east
- Reviewing
- Hyperoptic
- Date
- 2020-07-28
- Comments
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I clicked box to keep landline number on an online form.
But they didnt process it, as they needed me confirm details. but no one called me, engineer said nothing or no letter.
Lost number ive haad for years.
- Location
-
- Location
- north east
- Reviewing
- Hyperoptic
- Date
- 2020-07-28
- Comments
-
engineer arrived with no mask or cleaning liquids. was moving around fast and couldnt keep distance quick enough at times. when i asked him about distancing, he said dont worry, ive already had it (covid19). I thought , how do you know its gone, we dont fully understand it yet
- Location
-
- Location
- North London
- Reviewing
- Hyperoptic
- Date
- 2021-03-28
- Comments
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you start with an awful installation on your wall, they do not care about your flat. Speed is very variable and forget the marketing published super speed. Customer care does not work, experiencing delays in answering is ordinary. I am moving to another company.
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2020-01-02
- Comments
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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
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2017-12-13
- Comments
-
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
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2023-09-21
- Comments
-
Something to consider;
I want to switch providers (been with hyperoptic for over 2years) because my internet has been down for over a month and they have been very slow in organising engineers to come and fix it. Several engineers have come and gone and done minimal diagnostics except for one guy who was the only person who seemed like he knew what he was doing.
He comes and says there is an issue with the external cable, the team will come and fix it in the next 3 days. Get advised it is fixed and to book an engineer to complete internal wiring in the house. I take the day off work and engineer doesn't arrive! Ring hyperoptic and they said the engineer came and said external cabling issue still isn't sorted, he needs access to the cabinet which he isn't the right person to deal with. So basically wasted my time and day. Not even a phone call to tell me he is not visiting the property.
No communication whatsoever within the department itself and everytime I ring tech support over the phone it feels like I am speaking to a brick wall; "we will get someone on it". So now it is over a month with NO INTERNET and I have no idea when the issue will be fixed/sorted.
Overall internet is okay, speed does drop at times but from a customer service aspect, they fail to manage these issues in an efficient manner so I would consider another provider if possible
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2023-02-28
- Comments
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suggest you all to avoid Hyperoptic business broadband.
I quote the sale manager : "I GOT BIGGER FISH TO FRY".
If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money.
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2017-10-14
- Comments
-
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
-
- Location
- nottingham
- Reviewing
- Hyperoptic
- Date
- 2022-06-30
- Comments
-
i have had hyperoptic for some time now and have to say how reliable they have been. there has been no disruption to service and quick to answer when contacted. easy to give top marks and hope for them to keep it up from a very happy customer
- Location
-
- Location
- Nottingham NG1
- Reviewing
- Hyperoptic
- Date
- 2018-01-29
- Comments
-
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
-
- Location
- NW London
- Reviewing
- Hyperoptic
- Date
- 2017-09-22
- Comments
-
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
-
- Location
- NW London, UK
- Reviewing
- Hyperoptic
- Date
- 2021-03-08
- Comments
-
Tl;DR: Don't fall for the 1Gbps marketing. Or any of the "faster speed" marketing on their media. Just another average provider, they just stretch the facts more than usual.
Being honest, if you only need an average connection and northing out of the ordinary - just like with Virgin, BT, SKY, Talk Talk and others - and DON'T need the speed that they advertise you may be just fine. Just like any other average connection.
But if you're choosing them for the "fibre to the property" and the "over 12x faster than the UK average", don't step any further.
For emails and ocasional netflix/YouTube it's okay, but if you happen to work from home and make regular video conference calls/meetings, or work with heavy files, or stream 4k video, etc., manage your expectations and proceed with caution (or broaden your search).
I have been a Hyperoptic client for about 14 months now. Got the 1Gbps from day 1 and according to Hyperoptic own tests my speed is less than 500mbps download - tests performed by their own engineers are attached.
After months with back and forth, several tests on my end and many visits from their engineers (with loooong waiting times for responses and huge lack of communication in between themselves) they are now just offering me to downgrade, as they can't deliver on what they sold.
Yep, so all that competitive advantage marketed all over their media that made me choose them over Virgin is out of the window. And they don't really seem to care.
For the record, I have spoken with other people in the same building and many others are going through the same issue, but Hyperoptic is never clear about that, nor has provided with any idea on when the issue will be resolved.
The way they also handled the whole low-speed complaint was very unprofessional, with one of the engineers even trying to convince me that under 500mbps on a 1gbps connection was "very good".
Overall I see huge potential in the company and hope they improve very soon, but right now what I can see is that they're overpromising and underdelivering. It's a petty.
- 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
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-10-22
- Comments
-
Signed up at new house in June. Took a week to get up and running due to faulty router, which I replaced myself and faulty supplied cables.
Now a week of no service. Engineer took 4 days to come out, confirmed it was working at cabinet and not at my router and left without fixing the problem. Emailed and phoned countless times and still no date for another visit.
No idea why it gets high ratings on Trustpilot, maybe they are fake.
Hate to say it but I’ll be going back to BT even though they’re more expensive. Having to work from home on a weak 3G signal…
- Location
-
- Location
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.
Since then lost telephone VOIP and no reply to online query.
On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.
Only reason I’m staying is they are taking on the big boys.
- 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
- 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
- 2019-11-12
- Comments
-
Works fine most of the time. Have occasional connectivity problems. Broadband is down today, they boast a 24 hour chat service, but the waiting time is far too long, so I waited and quit, hoping they'll have it fixed by the morning. Not impressed.
- Location
-
- Location
- Portsmouth
- Reviewing
- Hyperoptic
- Date
- 2020-06-05
- Comments
-
contracted with Hyperoptic because the Fibre was already installed within the area of the Flat. The installation man arrived promptly on time and was shown the location where the Hub was to be installed. This location had power, the telephone connection and a CAT 6 cable. The distance from the front door (Where the Fibre was available) to the position of the hub is 4 metres. The installation engineer informed me that he would only install the Hub above the door and that the cables of power, Telephone and Cat 6 wold need to be run around the wall and connected to the Hub. He would not budge from this, and he was informed that the flat had recently been refurbished at much expense and that I did not think that running cables around the wall was in keeping with my requirements. He was informed that the ceiling was dropped with a cavity that could be used for the cables. The engineer was not interested and the installation had to be done his way or not at all.. He informed me that I could get somebody else to hide the cables in the ceiling WE parted company and cancelled the installation, It seems that Hyperoptic do not care for customers wishes - Maybe I have been lucky as the support from Hyperoptic gets a very low score on the reviews.
- Location
-
- Location
- Queensway
- Reviewing
- Hyperoptic
- Date
- 2017-09-29
- Comments
-
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
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.