Hyperoptic Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Hyperoptic.

Recent Customer Ratings for Hyperoptic

  • Satisfaction
    3.8 stars
  • Customer Service
    3.9 stars
  • Speed
    3.9 stars
  • Reliability
    3.8 stars

Based on 135 customer ratings since 2019-06-07 (Show all time ratings)

Visit Hyperoptic   Read our Hyperoptic buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

164 Customer Reviews for Hyperoptic

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Reviewer Location Reviewing Date Ratings
I made the mistake of simply cancelling the direct debit because it was unclear how to cancel my service with them. They didn't email me to say until the account had racked up two months of unpaid bills. The cancellation process took multiple days of email transactions all whilst I'm paying a pro rata fee for the extra Internet and I had to pay these bills and a £10 reactivation fee just so that I could wait another month to cancel my account (and pay for this month of unused Internet).
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Coventry Hyperoptic  
Speed is good but if you’re a renter stay away - they demand you leave the router in the property when you vacate. If you choose to just take it then you’re charged £70. The reason why this is an issue is because most rental properties do a check-in and check-out report and if anything is left in the property you incur a charge. As such, leaving the router will then incur a charge from your estate agent so you’re screwed either way. It’s also a bit sly as it forces the new tenant to get Hyperoptic (which is quite aggressively pushy) and doesn’t allow for a fair market. The speed is good though, but a heads up to any renters that you will essentially incur an additional fee if you then leave the property you initially had Hyperoptic installed in.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London Hyperoptic  
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 .
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Hyperoptic is not customer focused so be careful when you sign up. I've asked for a speed upgrade which locked me for 12months. I received and read the fine print after a couple of hours of changing the service and I wanted to go back to the previous package because I didn't agree with the T&C but they didn't let me. I'm escalating this to the consumer rights, but at this point all I want is to get rid of them.
  • Speed
    2 stars
  • Reliability
    2 stars
London Hyperoptic  
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...
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Terrible terrible company. AVOID AT ALL COSTS!

Firstly, they lost our landline number which we have had for close to 20 years during porting. This is something I can never forget or forgive as friends of my parents will not be able to contact them.

Bill went up by £15 a month! started at £23, now paying £38. Now after losing our old landline number, they do not let you take the new phone number either, so the only way to keep number is to stay with" them. This made me think if the number was lost intentionally. Frankly speaking, I do not use the landline at all and is not an issue but it is about the principles - they are not making customers aware of this at the beginning, so please be aware of this.

Broadband speed was fantastic to start with, but it keeps dropping so you constantly have to nag them for resets etc. It really is not worth the time and the effort. They are always available online but they are not able to solve anything.

I hope it saves someone else and their phone number, I wished someone warned me beforehand.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Hyperoptic  
These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ealing Hyperoptic  
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.
  • Customer Service
    2 stars
  • Speed
    2 stars
Sutton Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Hyperoptic  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Essex Hyperoptic  
Worst internet company ever, they signed me up for 12 months contract and I only wanted was a one month rolling contract, now they can’t provide services in my new apartment so I have to pay cancellation fee which is £151. I am never going to recommend this company to anyone or use there services ever again.
Liverpool Hyperoptic  
Just found out from my bank of massive price increase on my Direct debit without any notification from them
Please beware in case you go overdrawn
Disgraceful behavior
salford Hyperoptic  
Honestly, I couldn’t be more happy with Hyper Optic. Before I joined them I heard some negative feedback about their service, so I was nervous to join. My previous provider offered great customer service, but the internet was rubbish. I took a chance and moved over to Hyper Optic because of the great deals and super fast speed. I’ve been with them for a year now and just renewed my contract. Their customer service has been great and my internet has never been so fast. Keep it up and you’ve got a customer for life.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
LONDON Hyperoptic  
Terrible service. Cancelled installation at last minute. Make empty promises. Full of people who do not care if what they say is true or not. Please be ethical and truthful when you provide a paid for service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Central London Hyperoptic  
I waited 3 months for hyperoptic connection in my building and I have connection issues every other months on top the most annoying thing is they 24 hours customer service is ******* no ones answer customer call after 10pm this happened to me more aften I don't know why hyperoptic advertising falsely and make customers wait for hours and in the end no one's answer. absolute idiots
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Hyperoptic  
LIARS - AVOID AT ALL COSTS. If I could give zero stars I would. Twice booked an installation with them, they confirmed they would be able to install it in my flat and told me they had installed it in my neighbours' flat (I have pictures of messages confirming this), engineer arrived and said it couldn't be installed. One of them is lying. Terrible company. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Hyperoptic  
Fast internet but unethical practices. Automatic price hike of nearly 50% at the end of the 12 months with no warming and no possibility of backdating to a usual price even if you renew. Also they don’t offer any more than 12 months so they can do this every year. This practice should be banned and indeed there is new legislation is coming in to make them at least notify us.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London SW18 Hyperoptic  
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)
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Nottingham Hyperoptic  
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.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Poplar Hyperoptic  
I am extremely annoyed with my Hyperoptic connection. Then again I have had bad experiences with Virgin, EE, Sky and TalkTalk. However for some reason I believed Hyperoptic would be different.
I constantly suffer from ridiculously slow internet speeds, often the internet collapses all together. I am consonantly restarting my router. It does not matter if I use the 2.4GHz or 5GHz frequency. If you do complain to them about the 5GHz frequency you will be overwhelmed with excuses about the limited range of 5GHz, but it is the same story with 2.4GHz. I ran countless speed tests on their own website, always with abysmal results, most times the internet was so bad, that I could not run the speed test at all. When confronting Hyperoptic they simply claim they cannot see any issues from their end, despite my ton of proof to the contrary. I was asked to do countless tedious procedures, such as disconnecting any device ever connected, standing next to the router, connecting all devices again and then running speed tests on all of them. I do not want to waste any more of my time, just the back and forth with customer support costs me countless hours. All I am asking for is a reasonably reliable internet connection with reasonable speeds, without having to reset and reconnect router and internet devices daily.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Slough Hyperoptic  
After having a really bad experience with Hyperoptic service in a previous apartment I swore I would never have anything to do with them again. Unfortunately we have just bought a new apartment where Hyperoptic is the only realistic option because alternatives are super slow. After waiting 2 weeks for an engineer to come I took the morning off work for the appointed time slot and needless to say nobody turned up. No text message to say they were going to be late, no email from Hyperoptic apologising, nothing. I spent two hours on the phone to 3 different people trying to find out where they were. Eventually an engineer turned up two hours late and explained that two engineers were always required in this building and they only sent one. So yet again we are at the receiving end of this company’s utter incompetence. I simply do not know how they are in business. A manager pointed out their customer service award which based on my experience in two different properties is an absolute joke. I would strongly advise having nothing to do with them unless you have absolutely no alternative.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Hyperoptic  
Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Edinburgh Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Hyperoptic  
ZERO STARS NO SPEED NO CUSTOMER SERVICE

moved in and had this pre - installed - service was alright at the beginning (also only one i could get) getting the speeds as advertised 150mb or near enough to it. More People Moved into the building Speeds now constantly averaging 3-15mbps ( no i haven't missed a zero) speeds are so low emails dont load. Been told nothing is wrong and no faults on the line - suggested several times it might be due to more people - told at one point to not use it at peak times ( ie evenings and weekends) and it will be ok! whats the point of having it I'm not even downloading or using it that much and still i get a service so low - after much frustration and very poor customer service they agree its due to poor lines and cant handle the traffic -
Good thing Virgin has just started providing in the Building -
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
E1 London Hyperoptic  
Ridiculous company! We have talked with 2 managers on the phone, they both offered a 3 months free trial period, but really keen to sign up us for a 12 months contract. We have agreed to test for 3 months and decide then which package we'd like to proceed. After 2 days we got a bill on almost 90 pounds to pay with notice that we have to pay 60 pounds more in a month! The support replied to us that we actually declined 3 months free trial and opted in immediately on the most expensive package for 12 months, what??? This is just a scum, avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Hyperoptic  
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 !
  • Reliability
    1 star
Newcastle Hyperoptic  
I had Darien come set up my internet broadband and he was really helpful and precise and got the work done easily without creating a mess.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
London Hyperoptic  
Excellent customer service, everything was pre-installed in the building, had internet within minutes when I moved in. From time to time has some minimal IP resolving issues which can be ignored or bypassed by changing the DNS service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
LONDON Hyperoptic  
speeds constantly down. have to phone up to fix it every time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Hyperoptic  
I'm a landlord and my tenant has just moved out of the above postcode. High speed broadband was already provided to the apartment block by another firm however tenant obviously decided beveanted hyper optic. No permission was asked and now we are in the flat we were shocked to find all this extra wiring, socket with hole drilled in ceiling. We are worried it contradicts terms of our lease as the wires must go along communal corridor.
Why did hyper optic not ch k who owns the apartment and if permission was needed before they installed their products
  • Satisfaction
    1 star
Southampton Hyperoptic  
Super fast and all but unreliable. Speed is unstable, ping is random, blocks some sites periodically. Definitely would have stayed with BT if they offered reasonable speed in my area.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Hyperoptic  
Had for over a year and it's super fast. Customer service answer calls quickly and only had a couple of outages in the whole year. Happy customer
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Homerton Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Manchester Hyperoptic  
Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Hyperoptic  
Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Hyperoptic  
An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that.
I will not recommend this to anyone else - go for more established names instead. I am getting put of the contract since I am still in the 30 day “test phase”. Imagine what would have happened once out of the 1 month period.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Strata Hyperoptic  
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
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Hyperoptic  
The customer service I experienced with Hyperoptic was very nice. I have never called, only used their chat service. I have never had to wait for than 2 minutes for someone to chat to. The only times I had to get in touch was to set up the account and at the end of the 12 month period. Very helpful staff. Even the engineer who came to install the socket was helpful and courteous.

I started with the 1GB account, but only got 270Mbps. There was something wrong with the line. I then changed to the 30mbps one (which was enough for me). One an average, I would get 20-25mbps.

If you are debating on using them, I highly recommend using them.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Romford Hyperoptic  
I was very disappointed when, after the purchase, I discovered that what was written in the pamphlet I received at home was a lie. It is written FREE same day activaction but on the next page after payment I discovered that I had space to schedule only 8 days later. I entered the chat and after explaining everything the maximum that was granted to me was a change for 7 days later. A lie to sell.
Liverpool Hyperoptic  
Service started out great, brilliant support all the way through the contract, but then...

I found out they signed me up for a 12-month contract for £67 per month right before I was due to move out.

Based on their site £64 is pay as you go 1GB service, and 12-month contract appears to be £46 per month.

I discussed this with their management and they advised that this was a contract I signed, my question is why would you give me the worst possible option (doesn't sound very customer-centric to me).

So it sounds like they screwed me from the start. Safe to say I would not be recommending these guys any time soon.

Luckily I only had about 2 months left in the contract as I had to move out of the property I was renting, so I ended up paying for the remainder 2 months.

So, I worked out that the lifetime value of a customer for Hyperoptic is around £128. I would have been happy to take them to my new place, but since they were such (expletive here) at the end I have chosen to stay well clear of them.

Just a word of caution to everyone else looking to sign up.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    4 stars
London Hyperoptic  

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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.

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