Hyperoptic Broadband Reviews

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.

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

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

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

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.

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

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

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

INACTIVE SERVICE two weeks after Installation

[4th August day 12 post-installation] No signs of service activation. It seems like the customer service is trying to calm frustrated customers by making empty promises that they genuinely don't mean to make, while reluctantly liaising with the main culprit i.e. the technical team that lags behind on the technical troubleshooting. I empathise that the customer service staffs for not being able to control what is going on the technical side. But I am still leaving one star because there are apparently serious problems within Hyperoptic that a broadband service remains inactive for almost two weeks after the installation.

[29/7 day 6 post-installation] - Absolutely no improvement has been made so far. While actively keeping me posted, the customer service still pushing the other internal teams to resolve the problem. Rating dropped to 2 stars for the ineffectiveness of the internal team.

[27/7 day 4 post-installation] - [Reply] Thanks for your quick response on here, I am afraid that was what has been promised over the past four days, but absolutely no improvement has been made so far. I haven't received any updates from the advanced technical team to fix the problem.

Received a phone call from the customer service team right after the previous reply. The customer service staff Ognjen is acting professionally and positively. The customer team surely demonstrated effort to track this issue. They mentioned the issue has been cascaded to a specific team that is still trying to come up with the solution. I have raised the rating to 3 stars from 1 star for the customer service for now.

[26/7 day 3 post-installation] - After three days the internet is still inactive. I tried to phone the customer service several time and apparently there weren't much they can do apart from raising it to the advanced technical team which is still MIA up until now.

[23/7 Hyperoptic installation day] - Engineer came to install and claimed that service will be active in 24 hours.

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

Not sure about all the negative reviews, but my own experience with Hyperoptic for the last 3 years has been all positive. Great speed, reliable connection, particularly important nowadays while working from home, good customer service.
Only recently had an issue with the broadband, called customer service on Friday, had 2 blokes visited my apartment couple of hours ago (on following Monday), changed the router and all back to normal.
Perhaps their service is not consistent and depends on the area, but again, my experience with them in south east London has been all positive.

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

Decent speed and good customer service, however it is pointless when internet drops every time you connect to a VPN because there is no static IP addresses. I bought an add on for another 5 pound a month for a static Ip and it still does not work. Do not even waste your time or money on hyperoptic if you need to connect to an external VPN

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

engineer arrived with no mask or cleaning liquids. was moving around fast and couldnt keep distance quick enough at times. when i asked him about distancing, he said dont worry, ive already had it (covid19). I thought , how do you know its gone, we dont fully understand it yet

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

I clicked box to keep landline number on an online form.

But they didnt process it, as they needed me confirm details. but no one called me, engineer said nothing or no letter.

Lost number ive haad for years.

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

Utterly ghastly. I’ve had this service for four months and I can’t wait for the 12 month contract to be over so I can move elsewhere. The speed is so painfully slow, I’m either getting back to back buffering or pixelated pictures. Watching tv is now a trial. I had an issue over the installation and found customer service very pleasant but useless so I’m afraid I’m not going to bother reporting this, especially after reading the reviews.

So, if you’re thinking of trying Hyperoptic, please don’t. They’re a terrible company, the service is dreadful and customer service may as well not be there. Crooks.

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