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
- Customer Service
- Speed
- Reliability
Based on 130 customer ratings since 2019-05-29 (Show all time ratings)
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
| Reviewer | Location | Reviewing | Date | Ratings |
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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). |
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| Laurie | Coventry | Hyperoptic | 2020-05-23 | |
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. |
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| Zoë | London | Hyperoptic | 2020-05-13 | |
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 . |
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| Richard White | London | Hyperoptic | 2020-05-13 | |
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. |
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| Andre | London | Hyperoptic | 2020-05-12 | |
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... |
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| NN | London | Hyperoptic | 2020-04-26 | |
Terrible terrible company. AVOID AT ALL COSTS! |
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| Rubi | London | Hyperoptic | 2020-04-19 | |
These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband |
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| Ronnie | Ealing | Hyperoptic | 2020-04-17 | |
The most unreliable company I have experienced! |
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| Mona | Sutton | Hyperoptic | 2020-04-14 | |
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. |
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| JM | London | Hyperoptic | 2020-04-13 | |
Been a customer for 2 years time to renew my current package has gone up £4 |
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| Janine | Essex | Hyperoptic | 2020-04-01 | |
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. |
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| B Khan | Liverpool | Hyperoptic | 2020-03-14 | |
Just found out from my bank of massive price increase on my Direct debit without any notification from them |
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| Edward Gilligan | salford | Hyperoptic | 2020-03-02 | |
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. |
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| Dewald | LONDON | Hyperoptic | 2020-02-18 | |
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. |
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| ariroz | Central London | Hyperoptic | 2020-02-18 | |
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 |
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| Sasi | London | Hyperoptic | 2020-02-11 | |
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. |
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| Josh | London | Hyperoptic | 2020-02-07 | |
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. |
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| Carl Mayhew | London SW18 | Hyperoptic | 2020-01-06 | |
Overall cant complain. however fibre is costly compared with competition. |
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| Red | Nottingham | Hyperoptic | 2020-01-02 | |
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. |
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| Sammie | Poplar | Hyperoptic | 2019-11-12 | |
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. |
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| Yasin | Slough | Hyperoptic | 2019-11-07 | |
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. |
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| Andy | London | Hyperoptic | 2019-10-31 | |
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! |
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| David | Edinburgh | Hyperoptic | 2019-10-18 | |
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. |
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| Nigel | London | Hyperoptic | 2019-10-18 | |
ZERO STARS NO SPEED NO CUSTOMER SERVICE |
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| Unhappy | E1 London | Hyperoptic | 2019-10-15 | |
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! |
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| Stanislav | London | Hyperoptic | 2019-10-14 | |
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 ! |
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| chris | Newcastle | Hyperoptic | 2019-10-01 | |
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. |
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| Hala Fattal Dakmak | London | Hyperoptic | 2019-09-26 | |
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. |
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| Evangelos | LONDON | Hyperoptic | 2019-09-16 | |
speeds constantly down. have to phone up to fix it every time |
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| james | London | Hyperoptic | 2019-09-13 | |
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. |
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| E Bamber | Southampton | Hyperoptic | 2019-08-19 | |
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. |
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| Brad | London | Hyperoptic | 2019-08-11 | |
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 |
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| Conor | Homerton | Hyperoptic | 2019-08-05 | |
It took, to Hyperoptic 2 months to comission the line |
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| Renan | Manchester | Hyperoptic | 2019-07-16 | |
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 |
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| alan | london | Hyperoptic | 2019-07-05 | |
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! |
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| Frank | Leeds | Hyperoptic | 2019-06-05 | |
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. |
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| Aditya | London Strata | Hyperoptic | 2019-06-02 | |
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. |
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| Ryan1509 | Manchester | Hyperoptic | 2019-05-29 | |
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. |
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| AG | Romford | Hyperoptic | 2019-03-29 | |
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. |
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| Andre | Liverpool | Hyperoptic | 2019-03-12 | |
Service started out great, brilliant support all the way through the contract, but then... |
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| Slav | London | Hyperoptic | 2019-03-05 | |
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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.
