313 Customer Reviews over 32 pages
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- Location
- Wallingford, Oxfordshire
- Reviewing
- Hyperoptic
- Date
- 2020-12-19
- Comments
-
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.
What is the problem. They talk on the phone and the make suggestions and so on (at times rehashing standard information that you can easily google, e.g. the difference between 5GZ and 2.4Ghz in WiFi). That's where the buck stops. Its almost impossible for them to provide hands on/engineering support. We had to wait for ~3 weeks for an engineer. The case how to be escalated to something they call "Advanced Tech Team" or something like that. This team will decide if engineering are needed. The appointment with the engineer could not be brought forward, we had to wait and that's that. Interestingly, Things improved after the engineer had been, but as it turns out only temporarily. We now have intermittent internet and frequent interruptions on a daily basis. We asked them on November 25 to try to monitor things. They ignored. Each we call them they give us the same spiel. Try so and so, which we have already tried anyway as by now we have become experts in troubleshooting internet. Eventually, today December 19 we talked to a manager. It looks like we might have to wait for at least a week before something happens.
You see, the standard model for a broadband provider is customer service, hands on work-engineering and hardware. They fail in all three categories. The service people will try to put you off by suggesting the same kit and caboodle each time you talk to them. They are polite most of the time, but it would be better if they were to do their job instead. Engineering support is practically non existing. I suspect their engineering network is too small. So if, like in our case, the problem is outside the property, and we can prove it, even though they keep on asking us to repeat the same tests that we have repeated many times now, that's it, you basically had it. We have put a huge amount of time and effort, missed many of our online meetings from work, huge upheaval and disappointment, this is the year of COVID where many people like ourselves work from home and they need a robust internet connection. But they cannot provide it. Not only that, but they are not committed to providing a good service. Despite what they advertise at the front of their website.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-08
- Comments
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Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person).
When working its decent speed, but if you need something reliable when working from home and/or stuck in house due to lockdown its too unreliable don't swap if u need internet for work due to covid.
Their status page always says the same thing it never changes no updates for what is going just:
"We’re sorry for the disruption to your Hyperoptic service. Our engineers are currently investigating the cause and will work to restore connectivity as soon as possible. Thank you for your patience."
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2020-11-30
- Comments
-
Terrible customer service. Shoddy workmen who installed. Quite good speeds.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-23
- Comments
-
Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service.
I have never had a broadband provider as bad as this.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-10
- Comments
-
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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-01
- Comments
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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!
- Location
-
- Location
- Wallingford, Oxfordshire
- Reviewing
- Hyperoptic
- Date
- 2020-10-20
- Comments
-
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.
- Location
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- Location
- Birmingham
- Reviewing
- Hyperoptic
- Date
- 2020-10-05
- Comments
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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
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2020-09-27
- Comments
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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).
Their customer service is always excellent! Best wifi service I have ever used in UK.
- Location
-
- Location
- E14 London
- Reviewing
- Hyperoptic
- Date
- 2020-08-18
- Comments
-
I have been waiting for a router to be delivered to me for over 2 weeks now.
I was told that the router was returned by Royal Mail twice, without anyone knocking on my door because I have been home the whole time.
When I called last week I was told by a customer service agent that an engineer was going to deliver it to my house on Monday, 17 Aug. This didn't happen.
I called again on the 17th, and an agent told me that they were going to check what happened with the engineer & delivery, and I haven't received any feedback on this.
I called again on the 18th to check whats happening, the agent I spoke to told me that it's not possible for an engineer to make deliveries and this can only go through royal mail.
I'm very annoyed at this point because I've been in desperate need of the router since I need internet to do my work with all this working from home.
I don't understand why I would be promised that an engineer was going to deliver if that's not something that the entity does.
I even offered to fetch my router from wherever the company is ordering from, because I know with my situation I cannot keep waiting for all this back and forth.
Can someone make sure that I receive my router as a matter of yesterday, and can agents share information with each other so I wont have to narrate this story every time I call.
I have lost all confidence in all this royal mail story because I specifically asked to fetch the router myself, I dont know why this is an issue.
I cannot keep waiting more weeks for this
- Location
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.