Hyperoptic Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Hyperoptic.

Recent Customer Ratings for Hyperoptic

  • Satisfaction
    3.4 stars
  • Customer Service
    3.5 stars
  • Speed
    3.4 stars
  • Reliability
    3.3 stars

Based on 139 customer ratings since 2018-10-21 (Show all time ratings)

Visit Hyperoptic   Read our Hyperoptic buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

142 Customer Reviews for Hyperoptic

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Reviewer Location Reviewing Date Ratings
My building recently went ahead with Hyperoptic, and I decided to take the offer they had and changed from Sky to them. The installation went smoothly and quick. The internet speed is amazing, I check internet speed now and then - and on my 150Mbps package - I get around 125Mbps speed, which is a huge improvement on my previous 9Mbps with Sky. I am very happy so far and have no complaints.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Bristol Center Hyperoptic  
Excellent customer service, everything was pre-installed in the building, had internet within minutes when I moved in. From time to time has some minimal IP resolving issues which can be ignored or bypassed by changing the DNS service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
LONDON Hyperoptic  
Great internet. Reliable, fast and immeasurably better than our previous connection with Sky!

We recently moved into a block flats that had already been pre-fitted with Hyperoptic so the whole setup process was fairly straightforward.

There was a slight faff with the delivery of our modem and upon first setup the internet didn't work (hence the 4 stars given). However, after a 15 minute phone call to customer services we were up and running and haven't had any problems since.

I receive and send a lot of files for my work and since switching from Sky in our old property to Hyperoptic my upload times in particular have gone from 30-60 minutes to about 5-10.

Almost 4 months in and very happy.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
NW London Hyperoptic  
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
Homerton Hyperoptic  
I have been with hyperoptic for almost 3 years and I have to say it has been 3 fantastic years; great speed with only few occasional slowdowns, the customer service also quiet good; in one occasion I had an engineer on my doorstep within 1 hour and it was Saturday so well done. The only thing I don't like is the availability, hyperoptic is not your typical internet provider so don't miss the chance signing in if they are in your neighbourhood.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Reading Hyperoptic  
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
Romford Hyperoptic  
I had Darien come set up my internet broadband and he was really helpful and precise and got the work done easily without creating a mess.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
London Hyperoptic  
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
Brum Hyperoptic  
Love the speed, HATE THE HARDWARE!

I have been with Hyperoptic a month. I'm on the 100Mbps package.

The installation was lightning quick, within a week, despite having run into problems at their first attempt (2 days after ordering). They sent round a senior engineer to resolve the issue. I was connected within an hour of the installation being completed.

The speeds are consistently high (normally around 95Mbps download, 75Mpbs upload when tested on speedtest.net), and I'm not experiencing any service drop outs. It's noticeably faster than my previous BT connection.

The only problem is the router provided. It is a single band router (2.4GHz only). Since Hyperoptic only services large developments, this means there will be lots of competition for bandwidth and wireless channels. As a consequence, despite having 100Mbps available when wired, wireless was only achieving 8-10Mbps in most areas of the flat. The BT router was much better in that respect.

Luckily, I had another top of the line ASUS router in the cupboard. I ditched the Hyperoptic one and used my own. Now everything is fine.

So, in summary, if you crave high speed wifi, then you will need your own dual band router.

Also, make sure it is highly configurable, especially on the WAN port which you will need to configure manually. I can recommend the ASUS RT-AC68U, but that is a fairly expensive option at the moment.

If you are always wired to your router, then this will not be a problem. The Hyperoptic router is 1GBPS when wired, so more than fast enough for home networking.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southwark, London Hyperoptic  
Use them for the speed, for that they're great. For the rest, meh.

Their supplied router is rather mediocre so get a better one. (Doesn't even do 5GHz.)

Also, don't e-mail them about anything technical because they're not going to give a useful answer. Support for IPv6 not coming any time soon either.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
London Hyperoptic  
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
London Hyperoptic  
If you want a broadband network where you get yourself 1 Gbps networking and end up with 2-30 Mbps, then you are in the right place!
I'm not joking. We got 1gbps networking but were then told we already had it, so woohoo!
I connected to the network, and the internet was off. Oh well, guess I gotta restart the router!
Didnt work. Oh well. Time to call customer service!
They actually dealt with the issue and made the internet work. But, when I first did a speedtest, I got 1 mbps download and upload. What a disgrace.
Nowadays I got 20mbps download, but still. Why?
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
London Hyperoptic  
I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).

However, since Saturday my broadband has been out of service. I've tried calling their customer service number and after several attempts I got through only for them to tell me they are aware of it and engineers are on their way.

This was two days ago, and I've called 3 times since only for the same response "they are aware of it and engineers are on their way".

It seems they don't work on the weekends or it maybe they've got stuck in traffic for the past two days?!?

Nevertheless, its pretty poor service. Sky or BT would have had the issue fixed within 24 hours or atleast not "fibbed" about sending engineers.

Sort your selves out Hyperoptic!!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Stanmore Hyperoptic  
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
London Hyperoptic  
For the last two months I am on their 1Gbps package. I am lucky enough to have the "fibre to premises" installation that Hyperopic did on a new development. first, their customer service is ace. They really try to support their clients and they don't have the inhuman-machine response or preselected responses like other providers. As much as i wanted to write a good review I am quite disappointed with their speed. I never managed to get more than half of the 1gbps even wired. Engineers visited and they could only do it with a raspberry pie that is meant to do speed tests. Their computers (wired) and phones (Wifi) didn't get even close to 400mbps. Their decision was that "the line is fine" i just need to test with other devices. Moreover, the reliability to the network is not that good. Sometimes I get 6-20Mpbs (on 2.4) and at the same place in non peak times I would get 3,4x times that. Good company, but they really need to sort out their speed, especially when my infrastructure is the best they can give.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Welwyn Hyperoptic  
Unfortunately my first week with Hyperoptic was plagued with problems - the phone line didn't work and could only be reset on their end, then the fibre optic line was damaged near Cardiff leading to an entire day without internet, then the service stopped suddenly tonight a whole day after their planned engineering works (with no mention of this extra work!)
I was with Sky before and even if I didn't have fibre optic, I only had 2 minor issues in 5 years with them.
Maybe it was just an unluckily bad week but I can't risk this happening again and have cancelled within 30 days. The tech team are friendly though.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff Hyperoptic  
The installation engineers were forced to lay new cables which they did in parallel with my Sky TV cable. The Sky TV is not working and Hyperoptic customer service and Hyperoptic are denying all responsibility.
Dont use a company that damaged your home and then denies all responsibility
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Rotherhithe, London Hyperoptic  
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
Kent Hyperoptic  
Super fast and all but unreliable. Speed is unstable, ping is random, blocks some sites periodically. Definitely would have stayed with BT if they offered reasonable speed in my area.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
London Hyperoptic  
Customer service is absolutely appalling I moved into an apartment where hyperoptic was already provided so I rang to see if it was more beneficial to go with them than wait three weeks for wifi to be fitted.. I was informed when I took out this contract that they only provided a year long contract when I needed 9 months I was explained that the cancellation fee would only be £25 but was offered a good deal so I decided to go ahead and pay a cancellation fee when I left! I rang today to cancel my contract where I told the cancellation fee was now £50! When my contract only had £66 left to pay. I explained I was told £25 previously so they listened to my first recording and found that it was £25 however they insisted I had to pay £50 or move the contract which I am unable to do. The worst customer service I have ever received asked to speak to the manager and was informed that wouldn't be possible. Would never use hyperoptic again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Brodie Hyperoptic  
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
London Hyperoptic  
Awful and useless customer service. Their speed and reliability is quite good though. But if you need to get in touch with their customer service department, they are pretty much unhelpful and useless.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bromley Hyperoptic  
Absolutely shameful conduct by Hyperoptic. We had to cancel our contract due to moving home for personal reasons. When I explained this, despite having been a loyal customer for nearly two years, I was informed I would have to pay exorbitant charges to leave the contract; no discretion was employed at all. Having disputed this and asked them to reconsider, I am still waiting for a response after eight days. In the meantime, we have been contacted by the new tenants of our old flat (which we no longer live in!) and been informed that Hyperoptic will refuse to connect them until we have resolved this dispute. Essentially, they are holding a new tenant to ransom over this in an attempt to guilt us into coughing up for their heavy charges.

I have never been more distressed, angry and disappointed by a provider in my life. You will find they are very friendly and helpful when you first sign up, but their customer care after that is utterly shoddy and they have no interest in you as a customer, only in how much money they can extort from your wallet. I would suggest you avoid Hyperoptic if you possibly can and go with an established, reputable provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Hyperoptic  
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
Stratford upon Avon Hyperoptic  
100mb package.
Been connected for just over 2 months.

The promises made:
No more dropping out;
Very fast speeds.

What we got:

Constant drop-outs. And I mean constant. What's caused me to leave this review is the fact -- yet again -- my internet connection has dropped 4 times in the past 5 minutes. This is not a rare occurrence; it happens frequently every day.

The speeds are fine -- does everything I want it to do. Not 'amazed' by the speeds by any means.

Installation was a bit of a shambles.

Customer support aren't able to help to get a stable internet connection.

I left PlusNet as they had a habit of dropping out for long periods of time. Hyperoptic's advertising promised an end to that. But they're just as bad. Scratch that, they're worse. I'm seriously considering paying off my contract and going back to a mainstream provider.

Would not recommend.
  • Customer Service
    2 stars
  • Speed
    3 stars
London Hyperoptic  
Initially kept delaying installation, and now broadband is not as reliable.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Hyperoptic  
My 100mb package delivers 17mb on average. When I've contacted them they say it's down to wireless issues and basically it's my fault - this is despite 2 devices are plugged in!
I'm going back to a mainstream provider.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Nottingham NG1 Hyperoptic  
The experience I had with them is quite frustrating and too time-consuming.

The whole team is operated in Serbia. And, although they think they do the good job, they don't.
And, their command of English speaking has not resulted into good turnout of problem solving or question-answering. Never the Smooth installation ot its date setup, even, or, now I am dealing with the suspicious delay in Service termination.

I experienced all those, and, they need to train absolutely everyone in the Customer Service team first, who have no idea of how things are getting done. The managers sound like the typical reps and their reps don't sound like they just received different versions of English (foreign) manualsand as if they were just hired.

All they are good at is, They just keep giving out lip services politely.

I would rather have some experienced experts who will focus on how to get things resolved.

But, my inquiry is answered by random representatives of all experience levels every time, and, at one point, they all gave different answers of different directions, until one staff suggested they should stop responding to me with different answers NOT to confuse me further. That showed how their structure of the teams were a pure mess.

Their installation setup dates are changed without consent, and, the technicians are equally confused with the changed dates, without any given materials to work with. And, the company wi fi signals are shown as 1Gbps although my service is only 150Mbps. And, when I wanted to change the wi fi name and password, there was NO instructions online (and surely the representatives still insist they do and they don't have any knowledge of why router wifi name and password should be changed) and the supervisor I spoke to admitted himself not familiar with the issues, and, their untrained staff or his company website security problem.


And, when I finally figured out to change the factory default password to my own, to avoid any hacking risk, even that website link was NOT secure, exposing my new password could be sent and saved somehow without encryption. Till then, they did not even know how much security had to be embedded in their websites, they did not think of their business far enough.

Their Telesale service reps did not know what is offered and what is not. And, one representative was clearly explaining the terms, then, the next one challenged the term and instead of honoring my already opened account and its installation date setup, she tried to go back and replay the call conversation to find who I spoke to and tried to make sure the telesales person to get punished. Dog eat Dog situations without my consent, but, for her justice fulfillment!

And, it was just terrible to see what she was doing, instead of helping me (she is the same one who changed my cable installation date pushed 2 days further without my consent). And, when I reminded her that I actually managed the installation date 1 day earlier, another Representative said it was a wrong installation selection (assuming that I made a mistake) and tried to cancel the whole installation date.

Confusing to read all so far, right?


This is exactly how things happened to me, with tons of confusion thrown at me by remotely operated Serbian call center. Nobody was answering the calls from UK to understand UK business. And, they took my words as insulting their country. Really?

And, none of them apologized but kept adding what each one of them thinks was right to confuse more. But, no one cared what I would get.

On the installation date, they stood me up, then, the next day, someone called and left a message, but, did not show up. Then 3rd day, someone showed up. Sad to say, the tech was nothing but a wonderful immigration guy who barely spoke English, and paid with minimal wage, and, he was not well trained to put to work (Customer service said it would be a perfectly trained English guy of many years of trade experience). It turned out he started to work for 6 months without anyone showing him of any skills.

And, he had no idea where he was drilling in my property. As I am a professional, I stopped each step, but, where he took his freedom and drilled, it was a little mess.
He could hit the pipes or wires. But, his innocently ignorant mind would not know how serious the problem could be.
He would not have general knowledge of the construction layout, or, facility codes.


And, the Internet speed. I am from 3 homes of 3 countries with 150Mbps, 1Gbps, and, this 150Mbps is typically 65Mbps, and, upload was only 14Mbps with wired connection. That is okay for now, as my neighbors hasn't piggyback the same signal from this cable yet.

So, don't expect super fast but it is not slowing down as my review is still within the 1st month.

And, the way they lay out the cable in the pre-existing, residential block is quite alarming.

Anyone can go up to open the ceiling in the corridor, to cut their bundled wires. And, they just simply did not secure their reserved cable lines.

And, I mentioned that their website is not secure. And, Their customer service is far below anyone's expectation cancelling the installation dates, and, not explaning anything solidly, and assuming a lot from the replies their other reps produced, but, NOT by the actual customer's.


Now, my non-contract term termination is not honored and, although I submitted my request 5 days ago, no one is answering my request, but tossing around my request and discontinuing the chat windows at random. That is how they do the business.

Will you join their faster speed no matter what? I have spoken, chatted, and called hours costing 30+ hours within the past 4 weeks. And, I spent over 250 pounds to buy materials to cover the cable and patch the mess. was it worth it? No, But, UK Internet broadband service is so limited, either you wait for more years or you get this now situation, in my case.

I hope you get the better chance than my unfortunate experience with them, if you decide to proceed with them. Good luck!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Isle of Dogs, London Hyperoptic  
The service itself is reasonably fast, but the router they supply has a poor connection with the result that the wifi cuts out frequently.

Customer services has deteriorated greatly over a period of two years. They avoid answering questions, their responses are inconsistent and at times incomprehensible. Quite frustrating.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Hyperoptic  
Good unless it goes wrong. Installers were terrible, 0 customer service. Internet has just gone down, will take 2 weeks to get an engineer out. No Phone, No internet for 2 weeks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Se16 Hyperoptic  
Ordered internet for my new flat and booked in an installation 3 weeks in advance. Engineer never showed up! I contacted them to be told that they weren't coming because they had failed to send risk assessment forms - and they didn't even contact me to tell me! Now nearly a week later and I am still without internet and no booked in installation.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Nottingham Hyperoptic  
Hyperoptic are an enigma of a company, when it works, it's very good. When it doesn't it's terrible.

Let me start with the installation. When the engineer arrived he told me he would only be able to install my socket within 10M of my front door. This is an issue for me, as the front door is nowhere near the living room where most of my connected devices are. That being said the speed of installation was quick and the guy was efficient and knowledgeable.

When working, the internet is ok but there are some issues. For example the wireless speeds. I have never had above 32Mbps even an optimal distance form the router. I expect some degradation of performance over wifi but 68 Mbps? or, to put it another way: less then 2 thirds of the speed I am paying for! Due to my installation issues I get about 0.5 Mbps in my living room.
Even connected wired straight out the back of the router I only get 82Mbps. This is much less than acceptable. It's basically an outright lie to say I'm receiving the 100Mbps service I am paying for. I'm not sure how they get away with this? Maybe no one has reported them to trading standards yet? I assume someone techy would give some excuses using words like "latency" and "load form other users" or some such. However when I was with BT (which is sadly unavailable in my new building) I was paying for an 80Mbps service. They were quite honest in saying I would never get that, but they did say they would monitor the line and make sure it never dropped below 70 and, hardwired, it never did once).

The other issue is reliability. My connection drops constantly. This makes it impossible to watch anything over a streaming service or listen to a streaming music system.

Customer service TRIED to help. IN that the very quickly investigated the issues I was having and they sent me a new router. However the router being the same poor quality as the old one I have exactly the same issues.

I would recommend you stear clear of these guys. The bad outweighs the good
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Brentford Hyperoptic  
The speed is terrible, I might as well be on dialup. Webpages don't load that used to load, youtube buffers, movie streaming goes all pixelated and continually pauses, sometimes I can't even load facebook...or even google!
Customer Service is efficient and can get through, but whats the point when the product is rubbish?
speedtest.org numbers shows that its better than my previous provider, but WHY do all these problems happen then? I might as well go back to ADSL because even though it says a larger number on Hyperoptic fibre, the ACTUAL experience is SLOW.
I don't understand all the positive reviews - perhaps it is localised ot my building, but when i call they say no issue with my area or building. Its getting worse by the day, and I have seen our neighbours installing hyperoptic too... will leave Hyperoptic as soon as I can, even if it means paying out the contract. Its terrible.
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    1 star
Islington Hyperoptic  
Absolutely worse customer service, took almost a month for activating my service and to your surprise, it has not been done at all YET. Emailed them, called them and chatted online with them and all I get is the constant changing of my activation dates, paid everything, asked for refund and denied and all I can do is wait for them to get my service. Definitely THINK TWICE IF WANTING TO GET THEIR SERVICE, keeping in mind the time and effort you needed to put in dealing with them even if their wifi speed is good!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Manchester Hyperoptic  
DISGUSTING COMPANY!
Have had the 1gbit for over a year. In the beginning I was daily in contact with the tech support because I never got the speed I was paying for. After a lot of adjustments I reached a stable speed of 600-700 mbps and I could not be bothered to keep nagging them. The service was a bit jumpy in speeds throughout my period with them.

What makes them stand out however, in sense of WHY YOU SHOULD STAY AWAY FROM HYPEROPTIC: their customerservice, treatment of customers and provided service. There are few places you can find a faster line, but IF you can I would pick anyone over hyperoptic! It's a bunch of eastern european scammers. Stick with you household names such as Virgin or I guess even BT and SKY are better than this ridiculousness!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Hyperoptic  
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
Manchester Hyperoptic  
Disappointing customer serivce. Internet down Friday to Monday and have had to buy extra 4g to get work done. These things happen, but no refunds are being offered for the days without service. It wouldn’t take much to knock 10% off the bill when 10% of the service never arrives. Currently just paying for something I can’t use.

Will not be renewing.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sheffield Hyperoptic  
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
London Hyperoptic  
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
Leeds Hyperoptic  
I requested Hyperoptic following an offer of "three months FREE then £22 per month". It took nearly six months to connect the service to my apartment. When my first bill came in Hyperoptic had taken £95 from my bank account. When asked to explain, Hyperoptic said the offer had finished and I was being charged for installation, a partial month payment and a month in advance, at £30 per month!
As well as lying Hyperoptic broadband is not discernibly faster that that of my previous provider. It also seems to freeze.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Leeds Hyperoptic  

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