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

Based on 139 customer ratings since 2018-10-21 (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.

143 Customer Reviews for Hyperoptic

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Reviewer Location Reviewing Date Ratings
DO NOT and I REPEAT FOR YOU AGAIN, DO NOT SIGN A CONTRACT WITH HYPEROPTIC. The internet drops out all of the time.
London Hyperoptic  
My site was listed as ready for installation so I booked an appointment for a Tuesday morning. The engineer arrived, told me the site want actually ready yet and left. I phoned hypertopic who assured me the site would be ready for installation by the following Monday and so booked me another appointment. This time the engineer came and left without informing me and it was up to me yet again to call up to see what is going on. I'm now told that they don't know when the site will be ready.

Additionally, the customer service is terrible. Be prepared to wait for 20 minutes on hold only to get through to someone who has to then put you back on hold whilst they put you through to the team who can handle your question. This time however you won't get through to anyone, instead you will be put through to their automated answerphone service after which the call will promptly disconnect.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Hyperoptic  
Unfortunately my first week with Hyperoptic was plagued with problems - the phone line didn't work and could only be reset on their end, then the fibre optic line was damaged near Cardiff leading to an entire day without internet, then the service stopped suddenly tonight a whole day after their planned engineering works (with no mention of this extra work!)
I was with Sky before and even if I didn't have fibre optic, I only had 2 minor issues in 5 years with them.
Maybe it was just an unluckily bad week but I can't risk this happening again and have cancelled within 30 days. The tech team are friendly though.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff Hyperoptic  
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!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Manchester Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Queensway 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  
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 am very happy with Hyperoptic. The speed consistently matches the service I ordered. In terms of reliability, there has been only one outage for around 5 minutes in almost 6 months - much better then any other providers. The ordering and install process is straightforward and I did not have any problems with the customer service either. I would suggest adding a static IP option to the package though, to ensure the best possible experience.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London 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  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Nottingham Hyperoptic  
I recently moved apartments and since my last provider EE didn't have fibre option at my new address, i decided to switch. Found out that my new block is hyperoptic enabled. Immediately rang my friend who has been using hyperoptic for last 2 years to know his experience and he not only recommended me for its excellent service but also sent me a referral link which gave both of us £50 statement credit. You can use amarnath21 at gmail if you want referral. it's quite simple - Orders a 12 month subscription, selects 'I was referred' and submits my email address.

I started from hyperoptics website and it took me less than 5 minutes to complete my request. It was less than a week for me to move to my new apartment and they managed to find a slot for engineer to install my router on my move day so that i would have access to internet as soon as I move which was excellent. Also received all confirmation emails after placing order and on day of installation they kept me updated on the expected time to engineer arrival.

The installation process was very smooth and took less than 45 min and was done very professionally including discreetly surface - mounting the
white cabling to the socket to make it look very smart. Within 5 minutes of the installation, internet was up and running.

I am only on 30 Mbps which costs me only £15 a month as they offered 10% spring discount on top of £50 referral but in my experience so far it's performance is better than 50+ Mbps i have been with Sky, BT and EE in the past. It gives me close to 30 Mbps download speed as promised without any drop-offs.

Another plus point - Hyperoptics installed dual-band ZTE HyperHub router offers 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate Wi-Fi network (SSID) for each band when you view available networks on your device.

Which band is best for you will depend on your distance from the HyperHub and the layout of your property. I recommend trying your devices on both bands to find the best speeds for you.

5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the HyperHub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the HyperHub.

if you want to read technical reason why they are able to offer better download speed than others...

In the UK, like in many other countries, ISPs have the rather annoying propensity to call just about everything "fibre-optic broadband." In the case of BT, Sky, and anyone else who resells Openreach's last-mile products, "fibre-optic broadband" nearly always refers to FTTC: fibre to the cabinet. Even Virgin Media advertises its main product as "fibre-optic broadband," despite the fact that it makes a huge stink—often on the same Web page or advertisement as the fibre-optic claim!—about its network using "specially insulated coaxial cables" rather than "regular copper cables."

With FTTC (BT, Sky, TalkTalk), the fibre terminates at the street cabinet, which could be a mile away, and then a couple of thin copper wires run the rest of the distance to your home. With hybrid fibre-coaxial (Virgin Media), it's a similar story: the optical fibre terminates at a cabinet that could be a mile or two away, and then a coaxial cable runs to your home. In both cases, we're not really talking about fibre-optic broadband: it's either VDSL in the case of FTTC, or DOCSIS in the case of hybrid fibre-coaxial (HFC).

Hyperoptic, which was founded in 2010 by the same two people who founded Be Unlimited in 2004 (Boris Ivanovic and Dana Tobak), is a provider of FTTB: fibre to the basement/building. Again, this isn't quite a pure fibre-optic connection, but it's pretty close. In the case of Hyperoptic broadband, it's gigabit fibre from a nearby BT Openreach exchange to a router in the building's basement, and then they run standard copper gigabit Ethernet from the basement to all of the flats/units/homes/etc. in the building.

So, while others will catch up with Hyperoptics at some point in future, for now Hyperoptics rule if you want better performing internet at your home.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London 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  
Had for a few weeks and I am very happy with the service. It has been very reliable and the speed is very good. I use mainly wireless so I am on the 100MB package. Couldn't recommend more.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Been over a year. Contract finished, call them and offer me a better package and free upgrade for the modem. The new speed upgrade is amazing and the modem flies! For £25 a month I think it’s a bargain. 2 kids on youtube, streaming a football match, wife on the pc and everyone is happy at peak hours. Defo recommend it!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
My building recently went ahead with Hyperoptic, and I decided to take the offer they had and changed from Sky to them. The installation went smoothly and quick. The internet speed is amazing, I check internet speed now and then - and on my 150Mbps package - I get around 125Mbps speed, which is a huge improvement on my previous 9Mbps with Sky. I am very happy so far and have no complaints.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bristol Center Hyperoptic  
I requested Hyperoptic following an offer of "three months FREE then £22 per month". It took nearly six months to connect the service to my apartment. When my first bill came in Hyperoptic had taken £95 from my bank account. When asked to explain, Hyperoptic said the offer had finished and I was being charged for installation, a partial month payment and a month in advance, at £30 per month!
As well as lying Hyperoptic broadband is not discernibly faster that that of my previous provider. It also seems to freeze.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds Hyperoptic  
Horrible service, wifi hasnt been working for 2 months now, still paying for it! An engineer came to fix it but said he had to leave as he had to have more time. Really dfficult to book an appointment if you work on weekdays. Customer support is horrible, minimum 20 minutes waiting time before a reply. Do not recommend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Queensway Hyperoptic  
About two weeks ago I wrote very negative review, starting: "Stay away. In years I didn't have such problems with broadband as with Hyperoptic..."
It appeared that the problem was with a cable between router and socket. After replacing the cable the broadband works fine. I wanted to withdrawn my previous review but I don't know how.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Stay away. In years I didn't have such problems with broadband as with Hyperoptic. Exctremely slow, not working at all at many times. I complained dozens of times over the phone and through tickets. Tickets - no responses for days. This is the worst internet service that I have had for last 10 years at least
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, SE16 Hyperoptic  
Good unless it goes wrong. Installers were terrible, 0 customer service. Internet has just gone down, will take 2 weeks to get an engineer out. No Phone, No internet for 2 weeks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Se16 Hyperoptic  
Just had to cancel my contract on the day of the installation because the engineer didn't turn up.


Received a text message every hour with a new update - 12-2 turned into 2-4, 2-4 turned into 4-5.

At 5pm I rang the help desk as the text messages has stopped and was told my installation had been cancelled and that they'd ring me back to confirm why. Half hour later I was told that there were issues gaining access and they can't install internet in my complex until they have the required access.

These things happen but...

- why send me texts every hour telling me that my installation is still happening?
- why do i need to chase YOU to get an update?
- why even take a booking in a location that you can't install in?

I ended up cancelling on the phone because if this is a sign of their customer service I've definitely dodged a bullet.

Thank you for wasting my entire Monday Hyperoptic.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Hyperoptic  
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.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
NW London Hyperoptic  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
malaj Hyperoptic  
I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).

However, since Saturday my broadband has been out of service. I've tried calling their customer service number and after several attempts I got through only for them to tell me they are aware of it and engineers are on their way.

This was two days ago, and I've called 3 times since only for the same response "they are aware of it and engineers are on their way".

It seems they don't work on the weekends or it maybe they've got stuck in traffic for the past two days?!?

Nevertheless, its pretty poor service. Sky or BT would have had the issue fixed within 24 hours or atleast not "fibbed" about sending engineers.

Sort your selves out Hyperoptic!!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Stanmore 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  
Extremely unstable (disconnects) and extremely slow most of the time even when we are on 100MB. And they think it's not their problems. We phoned customer service and he was so rude. I then emailed and nothing was resolved. They only changed the channel (which didn't help) and asked me to upgrade. What a good waste of money and time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Isle of Dogs 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  
If you want a broadband network where you get yourself 1 Gbps networking and end up with 2-30 Mbps, then you are in the right place!
I'm not joking. We got 1gbps networking but were then told we already had it, so woohoo!
I connected to the network, and the internet was off. Oh well, guess I gotta restart the router!
Didnt work. Oh well. Time to call customer service!
They actually dealt with the issue and made the internet work. But, when I first did a speedtest, I got 1 mbps download and upload. What a disgrace.
Nowadays I got 20mbps download, but still. Why?
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London Hyperoptic  
Awful awful awful!!! Have opened an account 10 days ago and still no internet or phone service. Do not use them unless you are prepared to wait a very long time to get up and running. Apparently there is a problem with the net work - hard to believe that is true as previous tenant had the service a day before I took over the flat. The customer service promises lots and guarantees service will be provided but after ten days I still don't have it!
I eve
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  
Avoid. It may have fast download speeds but the internet drops out all the time making streaming TV, film, music etc. infuriating.

The router they give you is garbage so you’ll have to fork out for a decent one if you want WiFi as fast as the connection you’re paying for.

They’ll only install the router in the first socket in your property so they put mine in the cupboard.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London , E14 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  
Have to wait 3 and a half weeks for installation within my apartment. Be aware: when it is installed, the cables will all be exposed (looking awful) unless you pay extra for them to be hidden.

In my view, I think they sucker the managing agents of buildings into installing their service. Apartment owners are then trapped because Hyperoptic then have the monopoly and you're stuck with their terrible service.

In my opinion: useless. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South London Hyperoptic  
WOW - been with these guys for 2 yrs on 1Gb - solid connection 8-900 mbs both ways - i have experienced no down time in 2 yrs. Customer service is flawless. cannot recommend highly enough. A benchmark all companies should strive for.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Speed like I've only seen on my local network before. It's generally at the 93Mbit mark for download and 95 for upload. I'm on the 100Mbit service, so this is really very close to the advertised maximum.
I find the symmetric speeds (i.e. same up & down) to be fantastic. Good download speed is all very well, but services with slow upload speeds don't tend to cope too well with video chat. The hyperoptic upload speed provides a brilliant video chat experience.
There is a 1Gbit service, but I honestly can't think what I'd do with that much bandwidth. I am a fairly high end tech geek but rarely max out this 100Mbit service. Ten times more bandwidth? The mind boggles.
For gamers, the ping time is an awesome 2ms. I don't game at all, but that is a ping time which would normally be associated with a local network. Certainly not broadband ping times.
I'm as impressed with this broadband solution as I think I could possibly be. It is flawless so far for me.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Richmond 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  
These guys deserve 5 Star! Honest advise, helpful team and support line. Big thanks for Dusan who helped me to cancel my contract just because I'm moving to another area and they can't reach there yet.. Nevertheless I will get back to them as soon as we have it there, and will continue to recommend it to the others. (usually I don't write reviews.. and P.S. AVOID VODAFONE AT ALL COST...)
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Hyperoptic  
Yes they deserve 5 stars. We have been with Sky nearly 3 years and payed nearly £30/month for these 3 years and received a speed of no more than 4.5Mbits/sec which was an upto 17Mbits/sec package, couple of months ago i received a message saying that Sky will raise their prices £1.5/month both broadband and line rental that we should pay for £33/month for the slowest broadband in the UK.With Sky I've never seen a download speed more than 600kb/sec but now with the basic package of Hyperoptic which is 20Mbits/sec i have a download speed of 3Mb/sec which is 5 times faster than Sky and nearly £15 cheaper.The installation process was fast and smooth,the engineer insisted on cleaning the dust after finishing the job and i said i can do that no worries, couple of hours later i had the cheapest/fastest internet connection in the UK including line rental which you use Hyperoptic modem to connect your phone and it has a crystal clear connection. I definitely recommend Hyperoptic, maybe it is not a billion pound company but you will get the cheapest/fastest/reliable (been using for 3 weeks now) broadband connection in the UK.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
london Hyperoptic  
The experience I had with them is quite frustrating and too time-consuming.

The whole team is operated in Serbia. And, although they think they do the good job, they don't.
And, their command of English speaking has not resulted into good turnout of problem solving or question-answering. Never the Smooth installation ot its date setup, even, or, now I am dealing with the suspicious delay in Service termination.

I experienced all those, and, they need to train absolutely everyone in the Customer Service team first, who have no idea of how things are getting done. The managers sound like the typical reps and their reps don't sound like they just received different versions of English (foreign) manualsand as if they were just hired.

All they are good at is, They just keep giving out lip services politely.

I would rather have some experienced experts who will focus on how to get things resolved.

But, my inquiry is answered by random representatives of all experience levels every time, and, at one point, they all gave different answers of different directions, until one staff suggested they should stop responding to me with different answers NOT to confuse me further. That showed how their structure of the teams were a pure mess.

Their installation setup dates are changed without consent, and, the technicians are equally confused with the changed dates, without any given materials to work with. And, the company wi fi signals are shown as 1Gbps although my service is only 150Mbps. And, when I wanted to change the wi fi name and password, there was NO instructions online (and surely the representatives still insist they do and they don't have any knowledge of why router wifi name and password should be changed) and the supervisor I spoke to admitted himself not familiar with the issues, and, their untrained staff or his company website security problem.


And, when I finally figured out to change the factory default password to my own, to avoid any hacking risk, even that website link was NOT secure, exposing my new password could be sent and saved somehow without encryption. Till then, they did not even know how much security had to be embedded in their websites, they did not think of their business far enough.

Their Telesale service reps did not know what is offered and what is not. And, one representative was clearly explaining the terms, then, the next one challenged the term and instead of honoring my already opened account and its installation date setup, she tried to go back and replay the call conversation to find who I spoke to and tried to make sure the telesales person to get punished. Dog eat Dog situations without my consent, but, for her justice fulfillment!

And, it was just terrible to see what she was doing, instead of helping me (she is the same one who changed my cable installation date pushed 2 days further without my consent). And, when I reminded her that I actually managed the installation date 1 day earlier, another Representative said it was a wrong installation selection (assuming that I made a mistake) and tried to cancel the whole installation date.

Confusing to read all so far, right?


This is exactly how things happened to me, with tons of confusion thrown at me by remotely operated Serbian call center. Nobody was answering the calls from UK to understand UK business. And, they took my words as insulting their country. Really?

And, none of them apologized but kept adding what each one of them thinks was right to confuse more. But, no one cared what I would get.

On the installation date, they stood me up, then, the next day, someone called and left a message, but, did not show up. Then 3rd day, someone showed up. Sad to say, the tech was nothing but a wonderful immigration guy who barely spoke English, and paid with minimal wage, and, he was not well trained to put to work (Customer service said it would be a perfectly trained English guy of many years of trade experience). It turned out he started to work for 6 months without anyone showing him of any skills.

And, he had no idea where he was drilling in my property. As I am a professional, I stopped each step, but, where he took his freedom and drilled, it was a little mess.
He could hit the pipes or wires. But, his innocently ignorant mind would not know how serious the problem could be.
He would not have general knowledge of the construction layout, or, facility codes.


And, the Internet speed. I am from 3 homes of 3 countries with 150Mbps, 1Gbps, and, this 150Mbps is typically 65Mbps, and, upload was only 14Mbps with wired connection. That is okay for now, as my neighbors hasn't piggyback the same signal from this cable yet.

So, don't expect super fast but it is not slowing down as my review is still within the 1st month.

And, the way they lay out the cable in the pre-existing, residential block is quite alarming.

Anyone can go up to open the ceiling in the corridor, to cut their bundled wires. And, they just simply did not secure their reserved cable lines.

And, I mentioned that their website is not secure. And, Their customer service is far below anyone's expectation cancelling the installation dates, and, not explaning anything solidly, and assuming a lot from the replies their other reps produced, but, NOT by the actual customer's.


Now, my non-contract term termination is not honored and, although I submitted my request 5 days ago, no one is answering my request, but tossing around my request and discontinuing the chat windows at random. That is how they do the business.

Will you join their faster speed no matter what? I have spoken, chatted, and called hours costing 30+ hours within the past 4 weeks. And, I spent over 250 pounds to buy materials to cover the cable and patch the mess. was it worth it? No, But, UK Internet broadband service is so limited, either you wait for more years or you get this now situation, in my case.

I hope you get the better chance than my unfortunate experience with them, if you decide to proceed with them. Good luck!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Isle of Dogs, 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  

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