Hyperoptic Broadband Reviews

Worst internet connection ever. I find the 1GB Fibre connection to be slower than my mobile phone 4G signal. I have to take my devices off the WiFi to get anything to load. Tethering my laptop connection from my mobile phone as I type. Can't wait to cancel the contract.

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

I was using Hyperoptic and was happy with the service. Speed and reliability were ok, but of cource there is always room for more, that's why I rated it four out of five stars.
The reason why I am not satisfied is that after registering for the internet service I received an e-mail citing the details of my contract and the contract ending after 12 months. Anyway I was happy about it and that the contract would end automatically. This was a big mistake because Hyperoptic kept deducting money from my account by Direct Debit. I was only aware of this after three months because I had changed country for work reasons and it was only then that I checked my account. Customer service wrote to me that they had send an e-mail during the year telling me about changing terms and conditions and it was obviously then where they had written about this detail. Next time I will better check and read e-mails but I can only recommend to check this before you want to start using the service with Hyperoptic. All these contract details is clearly not in favour of the customer and everybody should be aware that when reading the date of a contract ending this my actually change after signing the contract.

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

Hi, really sorry to leave a negative review but the service provided is actually not that good anymore. While obviously still higher download speeds and reliabilty, I would have expected more from what we call "superfast fibre". At times I have 12MB and was told tat everything is fine on "their sides". Means nothing is right on my side then? Bad customer experience.

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

customer service is just a joke - beware- stay away - they have cancelled my account despite i told them not to - some random person made application on same address and they didn't ever bother to check. took weeks to revers mess.

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

If you have problems with the connection getting slow after a while, it's probably the router. These things have to do an incredible amount of work (thing of massive Cisco routers in big organizations) and this one is just not up to the task. Not just this one: most of the consumer routers that are around today are rubbish (Netgear being the worst, Asus the best).
So, if it happens to you, try the usual M$ remedy: stop and restart. Don't do it by pulling the plug, though. Connect to your router via its web interface (http: //192.168.1.1), login as Administrator with username=admin and the password you find on the bottom of the box the router came in. Click on "Login", select TOOLS from the top menu, click on "Restart system" on the left and, finally, click on the "Restart system button". Give it 2/3 minutes to restart.
Apart from this, Hyperoptic is top-notch.

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

Been over a year. Contract finished, call them and offer me a better package and free upgrade for the modem. The new speed upgrade is amazing and the modem flies! For £25 a month I think it’s a bargain. 2 kids on youtube, streaming a football match, wife on the pc and everyone is happy at peak hours. Defo recommend it!

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

Our building went Hyperopic about three months ago in a building of 60 flats although I don't know what the uptake rate is in the building.
I have the 1Gb/s package and a wired Ethernet network including wired connections to my my Smart TV and Amazon Fire Stick.
I have been very pleased with the connection, made a huge difference to when multiple devices were using bandwidth simultaneously.
Ping varies between zero and about 7. When the network is not busy, Downloads Ookla speedtest and steam dowwnloads usually come in around 800Mb/s which is very good, during peak times there is less bandwidth but will usually not go below 400+Mb/s. Uploads more variable, usually 800+Mb/s but sometimes a lot less, presumably depending on what the neighbours are doing. The best speed I have clocked on the wireless 5Gz connection is about 300Mb/s.
It has also made me realise how slow a lot of the internet still is...

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

Seemed very good to begin with, was happy to pay way over the odds as you get high speed fibre broadband straight into the building.

However, recently it has really been flaky. I have the top package yet I don't feel the benefits of this.

YouTube often buffers on TV, pages load very slowly and Netflix connection is OK at best.

For this kind of money (£60/month) you would think that you would get top end equipment, service and performance.

As I write this I have been waiting for support now for 45 minutes on the phone with no sight of support.

My pages load incredibly slowly and I have to restart my modem/router on regular basis. So not such a happy bunny at £720 a year.

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

I have contracted the package 30Mbs download & 1Mb upload about 6 months ago. It has worked well until August/September, more or less. I then started feeling that my connection was not so great as before (specially for upload). Coincidentally, I got an email by the end of August offering an upgrade to higher speeds for a small fee. I ignored and kept testing the connection speed at random times using the google online tool. A week ago, I contacted the company to ask what was going on since the upload speed has been persistently about 25%-30% slower than expected. After an initial helpful support that didn't solve the problem, I started getting non-sense responses to my inquiries claiming that it's normal to get speeds like these (30% less than agreed is normal??? with optical fibre...) because of interference from other wireless signals/routers and that I should consider to upgrade for a fee!! I want to highlight that I tested the connection using ethernet cable several times during the last 2 days and the only time it really worked at about 1Mbs was very very late at night.... In summary, the problem here is that first, the agreed speed is not being respected. Some variation is expected but 25-30% less is too much. Second, pushing to contract higher speed rather than solving the issue is at least disrespectful. Given my whole experience so far, I do not recommend this provider and I recommend to stick to those well-established in the market. Prices are a bit higher but you really get what you pay for. That's all I want, to get what I paid for, no more, no less.

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

Works perfectly for me, router arrived within 2 days of signing up and instant activation via phone call. Just done a speed test and speed was 160mbs download & 170mbs upload (We're on the 150mb plan) so it's faster than advertised! All videos/ browsers and sports are instant with no buffering so definitely earned 5* from me!

Ps - I would just go for the 150mbs plan as you don't need 1GB unless you're a family of super hardcore gamers.

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