313 Customer Reviews over 32 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-03-12
- Comments
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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.
- Location
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- Location
- NW London, UK
- Reviewing
- Hyperoptic
- Date
- 2021-03-08
- Comments
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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.
- Location
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- Location
- Canary wharf
- Reviewing
- Hyperoptic
- Date
- 2021-02-16
- Comments
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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.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-02-16
- Comments
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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
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-01-27
- Comments
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I don't understand all these negative reviews. We now have Hyperoptic for at least 5 years in our block of flats and I never heard of or experienced any downtime.
Installation went without any issues and the engineer was polite and did a great job. He routed the cable nicely along with the ceiling, precisely to the point I wanted to have the router. Since then I buried the cable in the ceiling and extended the cable. Easy enough to do.
Initially, we had the 100Mbit connection which was upgraded for free to a 150Mbit connection. While working from home and being reliant on a fast and stable connection I upgraded to the 500Mbit connection. I used the online chat to do that and it took literally a second and I had my 500 up and down. For this, you obviously have to connect via a cable. A lot of customers seem to complain that the wifi doesn't deliver the promised speeds but most computer wifi adapters max out (if you are lucky) at 300Mbit. If you are in a different room, forget to get full speeds. That's simply not possible. You could run cables and have multiple access points to achieve this.
I also had an issue with the old first router as I wanted to assign more static IP addresses and they send me a new one immediately free of charge.
Speed is as advertised and I get an incredible ping of 1ms. For the cost of now £35, this is a bargain.
- Location
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- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2021-01-27
- Comments
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The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
- Location
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- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-01-17
- Comments
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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??
Then told I needed a booster cable, not their job to provide so cost me £26 and guess what - didn't make a bit of difference.
I'm now paying for a service that DOESN'T work. Wish I'd researched these cowboys before I got them. Worked during cooking of period then as soon as this is over and your stuck, it stops working. do not touch this company. Pay that wee bit extra to someone who can provide a service.
- Location
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- Location
- Bristol
- Reviewing
- Hyperoptic
- Date
- 2020-12-26
- Comments
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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.
Since it's already near Christmas, I asked them whether they could call the courier to check whether the courier company still work during Christmas, then they told me it's a unreasonable request and I was crazy to ask them to do that. I was surprised and utterly disgusted. I couldn't see why it is a unreasonable request and why I was called a crazy person. I told them that I simply wanted to get more information in regarding to the delivery. They told me repeatedly that it is an unreasonable request and under no rule or regulation they should do that. Then I asked them whether they could keep me updated on the delivery, they told me I should check my email about that. I told them I didn't have any internet connection so I would prefer a phone call or a message. They told me I could just call them back to check it. I insist that they should at least provide some updates as it's not easy to call them as there is always a long wait. Finally they decide to ring me back the next day to provide update.
However, it's been four days, I haven't heard any news from them and I still didn't receive my router.
I can see many people have some bad experience with this company according to their feedback. However, I can never imagine that the customer service in a well-established company can say such vicious things to a customer via the phone and make empty promise without any consequences. If any company should go bankruptcy during the pandemic, this company should definitely be on the top of the list since no customers should go through such experience and no one should use this company.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-22
- Comments
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Utterly disastrous service!!!
So, here i am, writing a review about Hyperoptic company and their services. I've had my fibre optic installed on the 11th of December, all went went, just at the end the engineer said there was a switch missing inside their main cupboard unit. The infamous part took no more no less than 10 days to get replaced!!! Yesterday, the 21st of December, after calling them to ask why the internet wasn't running, i was told that it needs to be activated from their end, which will be on the evening, or the following day in the morning.
As usual, the next day around lunch time, i called them up to see what's going on, just to be told that the switch that was installed isn't compatible with their equipment, and now another one has to be replaced with!!!
All this time, since the 11th I've been paying a daily data fee to my mobile phone provider, as i am working from home and need internet.
I know already that will take another at least a week for them to get that part replaced, then God knows what else will come up " not compatible" or broken down...i can see it already not having Internet until the New Year, with Christmas and all the holidays coming up now...
Is this truly a decent service to be provided, to have to wait this long, then again be told it's still not running... I'd give it less than a star if i could, it's so utterly ridiculuous the level of service...
Now, I'm sure someone from their company will probably reply with the usual standard" we're really sorry for what's happened, we do whatever we can and take our customer service seriously"...
I ask you now: how will their answer, whichever that is, help me get my internet up and running? You tell me that!
Instead of blind replying with standard, sugary, empty words, i'd seriously re-evaluate how their engineers work, what the issues they encounter that can be looked at so that it doesn't happen again...
This is what I'd do:be practical!!! Stop the BS wording than anyone can throw around and do something physycally to action your issues, for a change!!!
I'm sorry for all those that are usimg their services and say it's decent speeds and customer services...all i can review is based upon my experience, i hope I'd be the only one to have this happening to, but something tells me that this is how they run their services, which is an absolute joke, if you ask me...
Knowing now that my holidays have been ruined with having no internet, I'll be looking at cancelling the contract and testing out another supplier of fibre broadband...hopefully not all of them would be so bad...or maybe they are??? Something to be seen...
Happy holidays everyone, hope to get at some point next year my internet running with some sort of decent customer services...not asking for great service, if you noticed, just decent one...is it maybe too much to ask???
I hope not..
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-22
- Comments
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Every year the same history!
Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!
This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).
After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?
"No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"
Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.
CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.
- Location
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