313 Customer Reviews over 32 pages
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- Location
- Cardifd
- Reviewing
- Hyperoptic
- Date
- 2021-12-26
- Comments
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I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt.
There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on.
Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter.
Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-11-29
- Comments
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Absolutely amazing customer service from start to end. Everyone I have spoken to has been fantastic and very helpful.
I've never had my internet cut out in the half a year I've been with them, they never upped the price, and the speed was consistently good.
I can't recommend these guys enough. Only downside is that its not in my new address but I feel like part of why they have been so consistently good is because they haven't overextended themselves
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-11-22
- Comments
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I am really disappointed and I strongly discourage this provider if you need reliable Internet service, especially if you are working from home.
I'm without Internet from Friday the 10th at around 10 am UK time and still today, after ten days, I do not have a reply about when I will have back the Internet.
Customer care is inefficient and with poor customer orientation, be ready to wait for a long time before you can talk to someone, and they rarely update you about your case.
- Location
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- Location
- Hertfordshire
- Reviewing
- Hyperoptic
- Date
- 2021-11-11
- Comments
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I am not sure why there are so many negative reviews here. My install was flawless and the service has been top notch. So glad I switched over from Virgin Media! Customer Service is also miles ahead.
- Location
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- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-11-10
- Comments
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When this was sold to me, it was with the knowledge that I would be moving within 9 months.
Comes time to move, Hyperoptic is not available in my new area. They cannot fulfill their side of the contract, but I need to pay cancellation fee and outstanding months.
It's a small company (compared to the big players), but acts like it's already "made it" - offers the same terms of service as companies with total national coverage, but cannot deliver. Pathetic really. I will not be using this service again for personal use or for our business.
Constant line issues, drops, and just terrible terrible customer service working off "copy/paste" scripts.
- Location
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- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2021-10-17
- Comments
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I had some problem with Hyperoptic reliability and it took them too long to fix it (around a month), but besides that it was all great. When it works the speed is amazing. Support is quick to response, and is usually helpful (compared to other companies). If I had a choice in my new flat, I'd definitely stay with Hyperoptic.
- Location
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- Location
- Landmark East Tower
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
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I bought a pay and go service of 500MB for one year.I informed the company I have moved out of the flat before the termination date of the one year service.But they ridiculously claimed that I have to pay them one more month fee with a higher price.What a ridiculous provider it is!
- Location
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- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
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Broadband not activatable. Customer service refused all resolutions apart from an engineer appointment 4 days down the line.
Caused 2 days of disrupted work and a huge bill for mobile hotspots.
Wouldnt recommend to anyone
- Location
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- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
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Very poor reliability and very poor customer service. Installation was less than 1 month ago and already I've been 4 days (and counting) with no broadband. Been on multiple calls with customer service, including the first day the broadband stopped working. They said it needed to be fixed on site and it took 2 days for the engineers to arrive. Multiple engineers were at my flat after 2 days and the building dealing with the issue for a couple of hours and said they fixed the problem outside the building and that the broadband would be fully working within 24 hours. 24 hours later still not working, spent at least 1 hour on call with customer service, had to ask to speak to a manger then who promised to ring me back later in the day. Seemed helpful. She then sent an email later in the day and when I tried to get the individual to speak with me she refused - spent ages trying to get her to speak with me again to discuss her email as promised but was told she was too busy today and tomorrow and could not speak with me until Monday. Also, now told the issue is 'complex' and can't be fixed until next week. Be wary of the company - they were very quick to install and set up, but having not been a customer for not even a month yet I realise that once you're an existing customer you are no longer a priority for the company and customer service have little or no interest.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-10-14
- Comments
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During last 2 month my network is being down at least once every week and it is not restored until I reach until I reach customer support. You'll be lucky if you are not kicked out from the queue while you're waiting for your spot for 1-3 hours, you'll be able to reach for some help. But even if you were able to reach customer support that doesn't necessarily mean you connection will be restored. Had to ping support several times before I finally could get my network up
- Location
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