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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.7 stars
  • Reliability
    3.4 stars

Based on 124 customer ratings since 2020-05-14 (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.

199 Customer Reviews over 20 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We bought the fastest (and most expensive) available hyperoptic package as we were tired with BT's intermittent service. It is indeed fast - but only as long as you are right next to the box. Stroll a couple of yards down the hall to my bedroom and I get less than 0.5mbps download speed. Honestly! What a terrible box they sold us. Does anyone know a provider that can deliver a service in the whole flat?
  • Reviewer
    Location
    london
    Reviewing
    Hyperoptic
    Date
    Comments
    IPTV not working since 2 weeks with fibre connection
    Since last week faster broadband hyperoptic fibre I've not been able to watch anything over IPTV.

    The channels are connecting all the time internet light on



    IPTV used to work fine when I was on normal broadband and the old router, but since last2 weeks nightmare after another!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time.

    We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I lost service for 9 weeks, their customer service is a total joke! You raise a ticket, wait 3 days being ignored, then get an email saying they are closing the ticket because of inactivity.

    Finally they replied, blaming me which was proven not to be the case. Then they went quiet again

    In the end I withheld payment, and got a series of aggressive emails saying they had suspended a non-existent service. Still no resolution, they make BT look good!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I can read many bad reviews, mostly from London. I know unsatisfied people are more motivated to write complains and bad reviews. I have used many providers over 30 years and this Hyperoptic connection is certainly the best of all. But the quality may well depend on the location. And fortunately I did have to test their CS.
  • Reviewer
    Location
    North London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a service, line goes dead for a minute or two in the middle of meetings, several times, each day, everyday. They fix it for you over the phone and back to the same "service" the next day.
  • Reviewer
    Location
    NW London, UK
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Canary wharf
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been a hyper optic customer for over 10 years. I have been generally disappointed with the speed of my 150 gb.
    It is not uncommon to have streaming movies start to que.
    especially around 11pm to 1:00 am the speed is horrible.
    I don’t get it. It is fiber optics. I’m grateful that we are finally moving and I can pay their cancellation fees after being a customer for 10 years. That’s hyper. I wish I never met you.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    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

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.