Hyperoptic Broadband Reviews

Had for over a year and it's super fast. Customer service answer calls quickly and only had a couple of outages in the whole year. Happy customer

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

It took, to Hyperoptic 2 months to comission the line
Therefore they cliam that the starting date was later than expecting so they couldn't issue the £50 voucher which was coming with the package.
The service has been very average with dropping connection depending of the weather.
And to leave they have been a nightmare.
Only one regret, being patient and not cancel when waiting 2 months without internet for comissioning.

The customer service prefer to blame you rather than help you out.

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

Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you

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

Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much!

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

An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that.
I will not recommend this to anyone else - go for more established names instead. I am getting put of the contract since I am still in the 30 day “test phase”. Imagine what would have happened once out of the 1 month period.

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

Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day.

Considering upgrading to 1 gig speed for the next 12 months.

Highly recommend

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

The customer service I experienced with Hyperoptic was very nice. I have never called, only used their chat service. I have never had to wait for than 2 minutes for someone to chat to. The only times I had to get in touch was to set up the account and at the end of the 12 month period. Very helpful staff. Even the engineer who came to install the socket was helpful and courteous.

I started with the 1GB account, but only got 270Mbps. There was something wrong with the line. I then changed to the 30mbps one (which was enough for me). One an average, I would get 20-25mbps.

If you are debating on using them, I highly recommend using them.

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

I was very disappointed when, after the purchase, I discovered that what was written in the pamphlet I received at home was a lie. It is written FREE same day activaction but on the next page after payment I discovered that I had space to schedule only 8 days later. I entered the chat and after explaining everything the maximum that was granted to me was a change for 7 days later. A lie to sell.

Service started out great, brilliant support all the way through the contract, but then...

I found out they signed me up for a 12-month contract for £67 per month right before I was due to move out.

Based on their site £64 is pay as you go 1GB service, and 12-month contract appears to be £46 per month.

I discussed this with their management and they advised that this was a contract I signed, my question is why would you give me the worst possible option (doesn't sound very customer-centric to me).

So it sounds like they screwed me from the start. Safe to say I would not be recommending these guys any time soon.

Luckily I only had about 2 months left in the contract as I had to move out of the property I was renting, so I ended up paying for the remainder 2 months.

So, I worked out that the lifetime value of a customer for Hyperoptic is around £128. I would have been happy to take them to my new place, but since they were such (expletive here) at the end I have chosen to stay well clear of them.

Just a word of caution to everyone else looking to sign up.

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

Buyer beware when you first get Hyperoptic you get the speed you pay for after a couple of weeks it drops by half when I ring customer service the guy trys to tell me im getting the spped I should be and must be something broken on my pc that's doing that I tell the guy dude I build and fx pc's for a living and I can tell you 1000% theres nothing in a computer that can reduce cable speed so he hung up on me ….ill stay for the year as its still better speed then I was getting before but if I see a better offer im gone

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