313 Customer Reviews over 8 pages
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- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2018-09-11
- Comments
-
Best ISP I ever had! Speed is always amazing, reliability as well. Customer service is also incredible, I just raised a support ticket this morning and my issue has been already resolved. Amazing company.
- Location
-
- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2015-11-15
- Comments
-
I have paid for 100 MB Broadband. I normally get only 30-40 MB on wireless. It sometimes drop till 1 MB as well. I have complained about the same and they told me it is due to traffic in the building and non connected devices causing the problem. Router is near my Living room and I am not sure if devices not connected then jow much bandwidth they can take
- Location
-
- Location
- E1 London
- Reviewing
- Hyperoptic
- Date
- 2019-10-15
- Comments
-
ZERO STARS NO SPEED NO CUSTOMER SERVICE
moved in and had this pre - installed - service was alright at the beginning (also only one i could get) getting the speeds as advertised 150mb or near enough to it. More People Moved into the building Speeds now constantly averaging 3-15mbps ( no i haven't missed a zero) speeds are so low emails dont load. Been told nothing is wrong and no faults on the line - suggested several times it might be due to more people - told at one point to not use it at peak times ( ie evenings and weekends) and it will be ok! whats the point of having it I'm not even downloading or using it that much and still i get a service so low - after much frustration and very poor customer service they agree its due to poor lines and cant handle the traffic -
Good thing Virgin has just started providing in the Building -
- Location
-
- Location
- E14 London
- Reviewing
- Hyperoptic
- Date
- 2020-08-18
- Comments
-
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
- Location
-
- Location
- E32PD
- Reviewing
- Hyperoptic
- Date
- 2018-10-06
- Comments
-
We had this service for over 3 years. For the last 6 month it is terrible. Slow, drops out all the time and the Customer Service is the worse. Their solution to the slow speed is to upgrade the speed. Really concerning because the speed was perfect over the years. Pushy sales calls practise. We will leave this service and I would not recommend them. I would stay away.
- Location
-
- Location
- Ealing
- Reviewing
- Hyperoptic
- Date
- 2020-04-17
- Comments
-
These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2017-11-07
- Comments
-
I've been a customer for 3 years now and in all that time I have only had one brief outage. Always hits the advertised speed over Ethernet, WiFi took full advantage of 1Gbps once I'd swapped the HyperHub for an Apple Airport Extreme. Great sevice.
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
-
Very poor reliability and very poor customer service. Installation was less than 1 month ago and already I've been 4 days (and counting) with no broadband. Been on multiple calls with customer service, including the first day the broadband stopped working. They said it needed to be fixed on site and it took 2 days for the engineers to arrive. Multiple engineers were at my flat after 2 days and the building dealing with the issue for a couple of hours and said they fixed the problem outside the building and that the broadband would be fully working within 24 hours. 24 hours later still not working, spent at least 1 hour on call with customer service, had to ask to speak to a manger then who promised to ring me back later in the day. Seemed helpful. She then sent an email later in the day and when I tried to get the individual to speak with me she refused - spent ages trying to get her to speak with me again to discuss her email as promised but was told she was too busy today and tomorrow and could not speak with me until Monday. Also, now told the issue is 'complex' and can't be fixed until next week. Be wary of the company - they were very quick to install and set up, but having not been a customer for not even a month yet I realise that once you're an existing customer you are no longer a priority for the company and customer service have little or no interest.
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-09-08
- Comments
-
Company took months to install cables to the property... Then they decided to install to the front and back of property and engineers were completely confused on what was going on and why..
Then once installation was agreed, the internet signal was never turned on, a month later of saying no engineers (yet plenty of vans parked outside and engineers about) still no internet.
The engineers who turned up for each section of the installation also had no clue as to what the previous engineers were doing.
The entire service is a joke, the customer service department is a joke and hides it's accountability behind stating the engineers are not available..
what's worse is that it's almost been 10 years since Hyperoptic approached me in my previous property to come and install...and they still have not done any installation work to bring their service to that street. Ofcom need to ban this company outright.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2021-04-23
- Comments
-
Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time.
We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-10-28
- Comments
-
Their engineers were in my building and told me to sign up online. So I did. I took a day off work and they installed my socket and router. At no point did they tell me the service wouldn't be live... until after they were done installing. The engineer tells me it won't be live yet and there would be a wait. He couldn't say how long - not even an hint. Customer service have no idea. So far it's been over a month. They still don't know. I see some poor soul on here has been waiting over 5 months.
If there service is this bad before it's even live I'm thinking it'd be best for me to just cancel now.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-11-11
- Comments
-
So I was to my knowledge the first person in Edinburgh to have this service activated. We had 5mb before via BT as the exchange was not enabled for Fibre, very annoying. Hyperoptic came along, 1gb DL you say... this is fast, very fast, now I dont expect to get 1gb all the time and when am plugged in most of my devices PS4 pro, fire tv, etc etc their software restricts speeds or ethernet cards dont allow you to use the true value. but i get a solid 150mb - 200mb on those and 600+ via macbook pro. If you using wifi all the time dont bother with 1gb package as the router doesnt support those speeds only up to 70-80mb its always up there and only seen a drop off a handful of times in general never really noticed a drop in speed to date after nearly 2 months of use. Solution to wifi speeds, buy a Unifi device plug it in and make that your wifi access point, boom iphone 7 and macbook jummp up to 200mb - 300mb, so yes 1gb service is amazing, but as most devices dont support or handle that 100mb is prob more than enough after the intro offer IMO. Unless they bring out a new router that support quicker speeds (one for the future as I know its a new service) but doing some great things so keep it up. Also your customer service have also been top notch and helped with forwarding ports for gaming and taking away a lot of thinking. Helpful team each time I have called in. overall very happy and never had any issues to date.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2024-02-20
- Comments
-
I’ve had this service for a year and a bit and it’s been down in that time twice totalling 1 month, the second time I tried to escalate this to get an engineer out quicker as it took a week and a half the first time.
They said there is nothing they can do but I come to fine there has been an engineer in the building and the one next door that whole week.
The customer service here is appalling! The engineers are great the people on the phone don’t care as long as the company gets its money they are happy!
Cancelled my contracted today because they can’t deliver their end of the deal and I still get charged for this!
Do yourself a favour and go to another company! Truly awful company to deal with.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2020-08-04
- Comments
-
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.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2019-10-18
- Comments
-
Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it!
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2024-03-08
- Comments
-
We signed up, having read reviews about potential the company taking months to dig up the road etc so already we were unsure about them. We call up to get an engineer to see how they will get a connection into the house (couldn't do it online which was a waste of half an hour). An engineer comes out says it shouldn't require digging up the road, you just need to ask your neighbours about attaching some wires to their houses. We do that, the next Engineer comes out, he arrives at 9am when he was booked to come in the pm. He asks us if we have spoken to a totally different set of neighbours and says he has to drill deep holes into their houses for his ladder (yes ladder, considering there they're only going up one floor I've no idea why you need a 5 inch drill into a house), I already know one of the neighbours in the other direction says they don't want any drilling into their home (pretty reasonable request) so I tell them that they've wasted our times. We've spent another £55 with virgin media waiting for them to come and do this work and they've messed us around. We then call up customer services to cancel and get our refund for the initial payment and due to the fact we got a second engineer out we weren't eligible for a refund. They would not listen to anything else we had to say, we asked for someone more senior and supposedly they don't speak with customers. They totally wasted our time and kept the cash. What an embarrassment of a company.
- Location
-
- Location
- Edynburg
- Reviewing
- Hyperoptic
- Date
- 2022-04-29
- Location
-
- Location
- eh4 8GJ
- Reviewing
- Hyperoptic
- Date
- 2022-12-12
- Comments
-
We dont have connect from 4 days and we are talking to the customer service and they are saying they dont know when this will be resolved as well. we lost our work for 4 days and they are asking for cancellation fee when we asked to disconnect the connection as well. not sure how to resolve this. please be far way from this service provider
- Location
-
- Location
- Essex
- Reviewing
- Hyperoptic
- Date
- 2020-04-01
- Comments
-
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
- Location
-
- Location
- Fulham, London
- Reviewing
- Hyperoptic
- Date
- 2023-11-01
- Comments
-
Order placed on 7 Sep. Very good value. Offered to cover the entire period I was locked into a contract with Sky and offered excellent speeds.
It is now 1 Nov and not even the pre installation check has been done. It has been scheduled twice and cancelled each time by hyperoptic. the first time was because they sent the wrong number of people for the check. The second cancellation was over a week ago with no reason or explanation provided. No appointment has been rescheduled yet. Looks like hyperoptic is cheap for a reason and it would be a mistake to switch to them. I'm glad I didn't cancel my existing internet contract with Sky.
- Location
-
- Location
- Gateshead
- Reviewing
- Hyperoptic
- Date
- 2018-01-04
- Comments
-
Firstly, we have heard great things about HyperOptic hence why we chose this when we moved to our new property. We purchased our package on the 21/12/2017 for an appointment a week later. I waited in the property all afternoon on my day off and no one turned up.
When it got to 5pm I contacted HyperOptic as I hadn’t heard from anyone. When I got through I was told we did not have an appointment and it had been a mistake that we had been allowed to book this online.
The person I spoke to at HyperOptic re booked us in for 8th January 2018. This is 18 days later than we were hoping therefore we have now had to purchase 1 month of BT Wifi for £39 as we require internet for work.
Due to work commitments we are now having to pay a relative to take a day off work to wait in our flat for the installation. So this whole experience has cost us £100 and hyperoptic have offered us £10 compensation!
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2019-01-07
- Comments
-
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.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-06-07
- Comments
-
I am with them for few months from day 1 the speed they promised not even run 4k videos keep buffering on you tube now i am moving home and they done have service in that area now they charging £140 for early termination no other company does this except this rubbish company does
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-04-10
- Comments
-
I can read many bad reviews, mostly from London. I know unsatisfied people are more motivated to write complains and bad reviews. I have used many providers over 30 years and this Hyperoptic connection is certainly the best of all. But the quality may well depend on the location. And fortunately I did have to test their CS.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2024-02-05
- Comments
-
Signed up to hyperoptic before Xmas 2023, installation followed in first week after new year.
It is now 5th Feb and the service has not been activated. The customer service people day it's a problem with the IP address.
I called them this morning and was assured there would be a response by 1700h (GMT). It is now past that time, and I gave not been contacted regarding the activation of my account.
I work from home using my computer extensively. I have lost over £100 in wages today!
Very poor service, broken promises, poor service all round!
NOT IMPRESSED!
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2023-11-22
- Comments
-
Awful!!! I'm trying to end a contract and it's a nightmare! The want me to charge full year even if I advised I'm leaving in one month!!!!
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-01-17
- Comments
-
Don't touch them with a barge pole.if I could give 0 stars I would. Worked ok for the 1st few weeks then nothing, All it does is buffer. Called them up and they asked ethernet or wifi? Said wifi, oh just connect ethernet and it'll be fine. No it's not, she then said it's because the router is to far away from TV??? You kidding me on you placed the router, her response we place it beside the front door? That's your problem then get it moved, no their policy is it goes beside the front door??
Then told I needed a booster cable, not their job to provide so cost me £26 and guess what - didn't make a bit of difference.
I'm now paying for a service that DOESN'T work. Wish I'd researched these cowboys before I got them. Worked during cooking of period then as soon as this is over and your stuck, it stops working. do not touch this company. Pay that wee bit extra to someone who can provide a service.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-05-28
- Comments
-
The best home broadband service that I have ever experienced! Their customers service is easily accessible and their price is fixed throughout the contract! I have been with them for more than three years now and never come across a single problem!
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2018-05-24
- Comments
-
Contacted Hyperoptic on 7th of May to order installation of Hyperoptic fibre service to my sons flat. We were given an installation date of 18th of May which seemed an eternity to a teenager without broadband but as we felt it was worth the wait we accepted.
The Engineer turned up on the afternoon of the 18th and proceded to install the Hyperoptic fibre box. Once the installation inside the flat was complete, the Engineer announced that he could not activate the installation as there was no free port on the switch. On investigation it was clear that the previous visit by the same Engineer had determined that there was no space on the Switch - something that was confirmed by the factors who manage the property.
My son called Hyperoptic who said they would give him a date for the switch upgrade and service activation on the following Monday (the 21st). Despite several calls (we are now at the 24th of May) Hyperoptic are unable to say when the service will be upgraded.
Service is awful and the attitude of the staff on the service desk is the kind of world weary drone that gives the impression that they are heartily sick of hearing complaints.
Do not use Hyperoptic.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2016-09-11
- Comments
-
Purchased the 100MB from Hyperoptic. My downloads were running slow, after checking my speed it was only 26MB. I called Hyperoptic to be told I can only get 100MB if I use an Ethernet cable and not the wireless hub. No where on their website does it say this. The person who fitted it didn't mention it and neither did the sales rep. I cancelled my BT broadband and paid to get out of their contract early. Only to be mislead and sold wireless broadband from Hyperoptic which doesn't actually work unless via Ethernet. It would be interesting to know how many people have actually been sold this and have not checked their actual speed. I called Hyperoptic to complain and got nowhere.
The following is my package details:
100Mb download and upload speed
Unlimited usage, no data limits
No BT landline (line rental) required
Consistent, fast speed
Hyper-hub (wired & wireless) router
24/7 customer support
12 month contract
In very very small print: Gbps speed is not achievable by a single device over wi-fi. If you are looking for a 1Gbps connection to a single device, a wired connection is required.
However, this doesn't say you cannot achieve 100MB or anywhere near it unless connected to a wired connection.. Completely false advertising.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-08-17
- Comments
-
DO NOT USE THIS COMPANY
DO NOT USE THIS COMPANY
Pathetic customer service. Had an issue of internet speeds dropping once per week leaving me unable to work from home. This continued for well over a month which led to a significant loss of earnings. No help or compensation offered
- Location
-
- Location
- Greenwich
- Reviewing
- Hyperoptic
- Date
- 2021-07-29
- Comments
-
Worst customer experience ever! I moved to a new apartment, booked installation works and was given a timeline of 1 week. Then the company said they need to do some works, I was being sent updates that it was delayed by one week, then another one. Now it is one month without Internet at my place and they say they are not sure when installation can be completed. Ridiculous!
- Location
-
- Location
- Hahahaha
- Reviewing
- Hyperoptic
- Date
- 2022-05-05
- Comments
-
Don’t even bother. Never seen such unprofesisonalism. They make you wait 2 weeks for a ‘surveyor’ only to wait another 2 weeks for the ‘Installer’ to come tell you they can’t do it,
It’s 2022, sort it out, you don’t need 6 different engineers to lay a cable, you’re just taking the piss tryna get as much doe off eachother as possible.
- Location
-
- Location
- Hammersmith
- Reviewing
- Hyperoptic
- Date
- 2023-10-09
- Comments
-
Good service for 6 months. Cheap tariff. Then an outage affecting the whole area that has now lasted 12 days with no sign of repair. No useful response. Just apologies from Hyperoptic. My feeling is that they are cheap for a reason. They don't have adequate manpower or infrastructure to deal with problems in an acceptable time frame. I have learned my lesson. You get what you pay for.
- Location
-
- Location
- Hammersmith
- Reviewing
- Hyperoptic
- Date
- 2023-10-11
- Comments
-
Hyperoptic is terrible, choose another company if you have a chance
- Location
-
- Location
- Hertfordshire
- Reviewing
- Hyperoptic
- Date
- 2021-11-11
- Comments
-
I am not sure why there are so many negative reviews here. My install was flawless and the service has been top notch. So glad I switched over from Virgin Media! Customer Service is also miles ahead.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Hyperoptic
- Date
- 2023-11-20
- Comments
-
Once again, they let me down MASSIVELY!!!!!!! After moving in my new place 2 weeks ago, I still have no internet and they claim that with a modem already installed, it'll only take minutes to get online. LIES LIES AND MORE LIES!!!!!!!!!! It then transpires from my developer's team that there had been damages to my internet cable which Hyperoptic did not even communicate to me despite my daily calls wasting time with their useless customer service!!! And here I am wasting more time!!!!!!!!!!!! They told my building management they sent me a dongle... about a week ago... guess where that is? NOWHERE... I did not even receive it yet one week later!!!! Today I had to work from home yet again using my mobile 4G which I've already spent way too much money on.. waiting for their engineer to come and fix it!!!!!!!! I was promised the engineer would come today - all my building management were on it, fixing whatever needed to be fixed in order to be ready for the engineer to do his fix today when he came but guess what?!?!?! He did not show up.... they said his name was Steve who did not even bother to call us to let us know... we had to chase him!!!! Now they said they're coming tomorrow and I can't be home tomorrow as you know... people have to work to pay their mortgage and stuff..... And I'm being forced to leave my keys with someone to let him in... I'm not comfortable having to leave my keys with strangers and I can't ask my boss again to work from home.................................. What an utterly useless company this is!!!!!!!!!!! AVOID AVOID AVOID........... THEY ARE USELESS!!! WORST CUSTOMER SERVICE EVER... LITERALLY.
- Location
-
- Location
- Homerton
- Reviewing
- Hyperoptic
- Date
- 2019-08-05
- Comments
-
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
- Location
-
- Location
- Horga
- Reviewing
- Hyperoptic
- Date
- 2022-06-18
- Comments
-
Utterly disgusting, waited over 10 days for Internet to be activated, had 7 day Internet, been over 7 days now since no service. Clueless team, firstly they said it has nothing to do with the Newtwork an ingineer will come over , waited 4 day the inginer came and said its got to do with the network as the IP was changed. Completely unsatisfied, I'll definitely cancel my contract before the end of cooling period .
- Location
-
- Location
- Isle of Dogs
- Reviewing
- Hyperoptic
- Date
- 2017-06-05
- Comments
-
Extremely unstable (disconnects) and extremely slow most of the time even when we are on 100MB. And they think it's not their problems. We phoned customer service and he was so rude. I then emailed and nothing was resolved. They only changed the channel (which didn't help) and asked me to upgrade. What a good waste of money and time.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.