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 144 customer ratings since 2020-01-28 (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.
187 Customer Reviews for Hyperoptic
Reviewer | Location | Reviewing | Date | Ratings |
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Don't touch them with a barge pole.if I could give 0 stars I would. Worked ok for the 1st few weeks then nothing, All it does is buffer. Called them up and they asked ethernet or wifi? Said wifi, oh just connect ethernet and it'll be fine. No it's not, she then said it's because the router is to far away from TV??? You kidding me on you placed the router, her response we place it beside the front door? That's your problem then get it moved, no their policy is it goes beside the front door?? |
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Bennyboy | Glasgow | Hyperoptic | 2021-01-17 | |
My broadband with Hyperopic was activated in the mid of December, after just a week use, the internet is down. I called the customer service and they told me they will send me a new router and it will arrived in one or two business days. |
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Ed | Bristol | Hyperoptic | 2020-12-26 | |
Utterly disastrous service!!! |
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Felician | London | Hyperoptic | 2020-12-22 | |
Every year the same history! |
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Felipe | London | Hyperoptic | 2020-12-22 | |
By far the worse broadband provider. I give them one star in all categories as this is the minimum possible score. They do deserve a zero though throughout. We've had ongoing problems with broadband since we joined Hyperoptic on October 16. I never heard of them before, the only reason we joined is because the developer from whom we purchased a property work with Hyperoptic. |
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Serafim Kalliadasis | Wallingford, Oxfordshire | Hyperoptic | 2020-12-19 | |
Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person). |
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Anonymous | London | Hyperoptic | 2020-12-08 | |
Terrible customer service. Shoddy workmen who installed. Quite good speeds. |
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Adam | Liverpool | Hyperoptic | 2020-11-30 | |
Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service. |
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Nick | London | Hyperoptic | 2020-11-23 | |
I suppose Hyperoptic may provide great service, but I never managed to get past the equipment installation phase. After a three week wait, an engineer came in to instal the equipment. He failed to complete the job on the day and said that Hyperoptic would send someone within two days. A two day delay did not seem not ideal, but was quite acceptable. However, when I called Hyperoptic the next day to enquire about the appointment to complete the installation, I was told that the next available slot was in two weeks. So, effectively, Hyperoptic put me at the end of the queue. Even if my experience is an exception, it still shows the poor quality of customer services at Hyperoptic. |
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Kiti | London | Hyperoptic | 2020-11-10 | |
This provider turns things into Desaster once it starts going wrong. I moved into new flat with hyperoptic availability and booked installation weeks in advance which got confirmed via automated texts and emails up until the day and time of installation appointment. Then no engineer was to be seen and no cancellation was sent either. Waiting around for nothing is one thing! Having to deal with customer services after that another! Their phone line got support didn’t work. The support email service responded only with a general acknowledgment they’d get back to me soon. The support chat online had a long queue and because of unstable phone connection at the property I got disconnected several times and finally excluded from chatting, right after I managed to get the information that the next available slot is almost fourteen days away. Before we could confirm even that date the chat got ended. I work from home and entirely depend on internet for this, and the way hyperoptic cannot provide any support or help when things went wrong from their side is upsetting and unsettling. Avoid, if you depend on reliable service and support! |
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Dorothea | London | Hyperoptic | 2020-11-01 | |
Hugely disappointed with this provider. Moved to a brand new property that was meant to have 1GB fibre optic. Yet, the maximum speed we've got so far is 300 MBits. Wifi is also weak and both internet and WiFi are unstable and fluctuate widely. But they advertise themselves as "life in the ultrafast lane". Since our move to the new property on Friday October 16 we have made numerous phone calls to Hyperoptic and they cannot help. They insist on doing endless tests from distance instead of sending out an engineer. In our previous property we had Virgin Media and never had any issues while an engineer was always available, you simply had to book an appointment. Unfortunately, Virgin Media is not available where I moved. Back to Hyperoptic. They seem more like a bunch of students who are polite on the phone but they do not know what they are doing and have very little knowledge of technology. My advice to all. If you work from home like myself, and you do work that requires serious computing and stable and robust internet connection, avoid Hyperoptic. |
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Dr. Serafim Kalliadasis | Wallingford, Oxfordshire | Hyperoptic | 2020-10-20 | |
From order to picking install date, completely hassles free, I kept my old provider active (Sky) until it was all installed just in case .. was not needed as was all installed and active so easy ... so far service is fast ! i had 150mbs installed. biggest problem was the 56min wait on call to sky to cancel my old sky broadband |
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Rob | Birmingham | Hyperoptic | 2020-10-05 | |
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). |
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Sylvia | Manchester | Hyperoptic | 2020-09-27 | |
I have been waiting for a router to be delivered to me for over 2 weeks now. |
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Mamello | E14 London | Hyperoptic | 2020-08-18 | |
INACTIVE SERVICE two weeks after Installation |
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Kai Boon Tan | Edinburgh | Hyperoptic | 2020-08-04 | |
Not sure about all the negative reviews, but my own experience with Hyperoptic for the last 3 years has been all positive. Great speed, reliable connection, particularly important nowadays while working from home, good customer service. |
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Rustam | London | Hyperoptic | 2020-08-03 | |
Decent speed and good customer service, however it is pointless when internet drops every time you connect to a VPN because there is no static IP addresses. I bought an add on for another 5 pound a month for a static Ip and it still does not work. Do not even waste your time or money on hyperoptic if you need to connect to an external VPN |
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Do not use if you need to use VPN | London | Hyperoptic | 2020-07-31 | |
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 |
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steven | north east | Hyperoptic | 2020-07-28 | |
I clicked box to keep landline number on an online form. |
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steven | north east | Hyperoptic | 2020-07-28 | |
Utterly ghastly. I’ve had this service for four months and I can’t wait for the 12 month contract to be over so I can move elsewhere. The speed is so painfully slow, I’m either getting back to back buffering or pixelated pictures. Watching tv is now a trial. I had an issue over the installation and found customer service very pleasant but useless so I’m afraid I’m not going to bother reporting this, especially after reading the reviews. |
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Nicola | London | Hyperoptic | 2020-07-21 | |
THIS IS A GENUINE REVIEW! I'm coming up to my first year with Hyperoptic and I can honestly say I am happy with service overall. Speed on the whole is as advertised and the but reliability can be patchy for only short periods of time. The helpdesk is accessible, quick to respond and professional. It's also nice not to be dependent on BT! |
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Don | London | Hyperoptic | 2020-07-09 | |
It shows that a lot of these reviews on here are fake. Their service is POOR, POOR, POOR. Don't use. |
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Ben | London | Hyperoptic | 2020-06-23 | |
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. |
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Leonard Robinson | Portsmouth | Hyperoptic | 2020-06-05 | |
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 | |
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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.
