Hyperoptic Broadband Reviews

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!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  3 stars

It shows that a lot of these reviews on here are fake. Their service is POOR, POOR, POOR. Don't use.

Hyperoptic installed it, went fine, they arrived on time. Since then the connection has been horrendous. I've challenged them on this and they told me to upgrade. This will solve all of the problems and guess what, it didn't.

In subsequent conversations they were patronising and condescending telling me that walls slow down the connection. From what I know, everywhere has a wall. Then I was told if something blocks it like a wall you can expect really terrible wifi. This is exactly where their engineer installed it, by a wall.

They then said they would do some things to increase the speed, they actually made it worse. Their support team then blamed me, even though everything is all in their hands and said there was nothing else to do, even after they now charge me more and forced me to mail them back an old router which didn't work.

POOR, POOR, POOR.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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).

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

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.

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  4 stars
• Reliability
  4 stars

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 .

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

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.

• Speed
  2 stars
• Reliability
  2 stars

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...

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Terrible terrible company. AVOID AT ALL COSTS!

Firstly, they lost our landline number which we have had for close to 20 years during porting. This is something I can never forget or forgive as friends of my parents will not be able to contact them.

Bill went up by £15 a month! started at £23, now paying £38. Now after losing our old landline number, they do not let you take the new phone number either, so the only way to keep number is to stay with" them. This made me think if the number was lost intentionally. Frankly speaking, I do not use the landline at all and is not an issue but it is about the principles - they are not making customers aware of this at the beginning, so please be aware of this.

Broadband speed was fantastic to start with, but it keeps dropping so you constantly have to nag them for resets etc. It really is not worth the time and the effort. They are always available online but they are not able to solve anything.

I hope it saves someone else and their phone number, I wished someone warned me beforehand.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  2 stars

These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars