Hyperoptic Broadband Reviews

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

The most unreliable company I have experienced!
They are cheating on the speed. They are always available at customer service but they lies with the information about the price. They are talking in the way to confused you and avoiding to sharing the real final price and what you will pay finally.
Try to avoid them.

• Customer Service
  2 stars
• Speed
  2 stars

STAY AWAY from this awful company. Completely inconsiderate - when I initially ordered I've been asked to wait for 2.5 weeks for the next available installation date. Now they have cancelled my broadband installation one day before arranged installation date and rescheduled it another 2 weeks after without consulting me. I called them and explained that I've been living without internet for 3 weeks already to which they replied, there's nothing they can do, although it says on their website that they will prioritise for customers who don't have internet connection. I could've ordered with some other broadband provider if Hyperoptic were transparent and and would give me more notice before cancelling installation. I never felt so let down and frustrated by a service provider.
Also it's apparent that they are cutting costs by outsourcing their customer services to Serbia with staff who's English is rather poor.

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

Been a customer for 2 years time to renew my current package has gone up £4
No loyalty discount and current situation our country is in with covid-19 and everyone losing their jobs just another worry to add to my list of things haven't got money to pay for #ShameOnYouHyperoptic

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

Worst internet company ever, they signed me up for 12 months contract and I only wanted was a one month rolling contract, now they can’t provide services in my new apartment so I have to pay cancellation fee which is £151. I am never going to recommend this company to anyone or use there services ever again.

Just found out from my bank of massive price increase on my Direct debit without any notification from them
Please beware in case you go overdrawn
Disgraceful behavior