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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.7 stars
  • Reliability
    3.4 stars

Based on 122 customer ratings since 2020-05-18 (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.

199 Customer Reviews over 5 pages

  • Reviewer
    Location
    Islington
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I recently moved apartments and since my last provider EE didn't have fibre option at my new address, i decided to switch. Found out that my new block is hyperoptic enabled. Immediately rang my friend who has been using hyperoptic for last 2 years to know his experience and he not only recommended me for its excellent service but also sent me a referral link which gave both of us £50 statement credit. You can use amarnath21 at gmail if you want referral. it's quite simple - Orders a 12 month subscription, selects 'I was referred' and submits my email address.

    I started from hyperoptics website and it took me less than 5 minutes to complete my request. It was less than a week for me to move to my new apartment and they managed to find a slot for engineer to install my router on my move day so that i would have access to internet as soon as I move which was excellent. Also received all confirmation emails after placing order and on day of installation they kept me updated on the expected time to engineer arrival.

    The installation process was very smooth and took less than 45 min and was done very professionally including discreetly surface - mounting the
    white cabling to the socket to make it look very smart. Within 5 minutes of the installation, internet was up and running.

    I am only on 30 Mbps which costs me only £15 a month as they offered 10% spring discount on top of £50 referral but in my experience so far it's performance is better than 50+ Mbps i have been with Sky, BT and EE in the past. It gives me close to 30 Mbps download speed as promised without any drop-offs.

    Another plus point - Hyperoptics installed dual-band ZTE HyperHub router offers 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate Wi-Fi network (SSID) for each band when you view available networks on your device.

    Which band is best for you will depend on your distance from the HyperHub and the layout of your property. I recommend trying your devices on both bands to find the best speeds for you.

    5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the HyperHub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the HyperHub.

    if you want to read technical reason why they are able to offer better download speed than others...

    In the UK, like in many other countries, ISPs have the rather annoying propensity to call just about everything "fibre-optic broadband." In the case of BT, Sky, and anyone else who resells Openreach's last-mile products, "fibre-optic broadband" nearly always refers to FTTC: fibre to the cabinet. Even Virgin Media advertises its main product as "fibre-optic broadband," despite the fact that it makes a huge stink—often on the same Web page or advertisement as the fibre-optic claim!—about its network using "specially insulated coaxial cables" rather than "regular copper cables."

    With FTTC (BT, Sky, TalkTalk), the fibre terminates at the street cabinet, which could be a mile away, and then a couple of thin copper wires run the rest of the distance to your home. With hybrid fibre-coaxial (Virgin Media), it's a similar story: the optical fibre terminates at a cabinet that could be a mile or two away, and then a coaxial cable runs to your home. In both cases, we're not really talking about fibre-optic broadband: it's either VDSL in the case of FTTC, or DOCSIS in the case of hybrid fibre-coaxial (HFC).

    Hyperoptic, which was founded in 2010 by the same two people who founded Be Unlimited in 2004 (Boris Ivanovic and Dana Tobak), is a provider of FTTB: fibre to the basement/building. Again, this isn't quite a pure fibre-optic connection, but it's pretty close. In the case of Hyperoptic broadband, it's gigabit fibre from a nearby BT Openreach exchange to a router in the building's basement, and then they run standard copper gigabit Ethernet from the basement to all of the flats/units/homes/etc. in the building.

    So, while others will catch up with Hyperoptics at some point in future, for now Hyperoptics rule if you want better performing internet at your home.
  • Reviewer
    Location
    Leeds
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have 100mbps download/100mbps upload service for two months now. It's the best Internet I've ever had!!
    That's the first time in my life when something was so good, that I decided to share my opinion with others.
    100% reliable so far, perfect speed accessible all the time. After many years of struggle with BT 16mbps download/1mbps upload, fastest available at my apartment, I finally feel connected! I was really hesitating when I was reading all those negative reviews here on broadband.co.uk, but I'm extremely glad I decided to apply. Now I can't even imagine anymore how I could live without it!
    Hyperoptic with it's 100 or even 1000mbps broadband is really far ahead others. The best confirmation is actually the negative review given because wifi won't support those speeds. Seriously? It's really not Hyperoptic's fault that today's wifi is not there yet ;) Sure, they could support very expensive 802.11ac standard, but most devices won't support it anyway. And you can always put your own wifi access point if you really need ac wifi. I might be old-fashioned with my desktop gaming PC connected over the wire, but that's the way to fully take advantage of this crazy fast broadband. And the comfort of finally being able to upload all those hundreds of gigabytes of personal pictures and videos to the cloud for a secure backup is really wonderful. Hyperoptic, you've made my life better, keep on doing that for others :)
  • Reviewer
    Location
    Birmingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    From order to picking install date, completely hassles free, I kept my old provider active (Sky) until it was all installed just in case .. was not needed as was all installed and active so easy ... so far service is fast ! i had 150mbs installed. biggest problem was the 56min wait on call to sky to cancel my old sky broadband
  • Reviewer
    Location
    Roehampton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Awesome Service, Great offers, worked within my budget, absolutely satisfied
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Around August 2017 I signed up for hyperoptic, after tolerating Sky for the past few years. Sky broadband used to experience breaks in connectivity throughout the day, and was often affected by weather. Customer service took forever and it was an utterly disgusting service.

    Paying around £20 a month plus £50 off through referral, my 2 bedroom flat is using the cheapest deal that hyperoptic provides cuz we are broke students...however it has not disappointed once. No hidden fees AT ALL. Other than for installation (which was fast and free), I have never needed to call customer services as there have been no issues at all for the past year.

    Will definitely recommend to everyone!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Moved to Hyperoptic from SKY after our development was enabled to receive their service. Mindblowing... to go from a broadband experience which constantly fluctuated between the bearable and the terrible to grinning at <15ms ping gaming and consistent 75MB throughput wireless was just amazing. Unfortunately we've recently moved and werent able to take Hyperoptic with us. Im now stuck pondering between a return to SKY or BT and feels like Im returning to the stone age!
  • Reviewer
    Location
    Bristol Center
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    LONDON
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    NW London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Homerton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    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
  • Reviewer
    Location
    Reading
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    Overall cant complain. however fibre is costly compared with competition.

    Reliable connection that rarely drops (had to reboot router minimal number of times within 12 months).
    Customer services on the 2-3 times I dealt with them were very helpful when signing up and when troubleshooting smart TV connectivity issues. They even set up a different local network for me called TV with different settings to help make the smart TV functions work - turned out the range or reliability is just poor on Samsung smart TV's and needs a wired connection to avoid drops. (nothing to do with hyperoptic router or internet speed - I resolved issue with a powerline adapter)

    However I have just changed providers to Sky following an attractive black Friday deal which is maximized when bundling as many services together. Lets hope Sky relibaility is similar.

    (Note - City Centre location)
  • Reviewer
    Location
    Romford
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Brum
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Southwark, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    north east
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I clicked box to keep landline number on an online form.

    But they didnt process it, as they needed me confirm details. but no one called me, engineer said nothing or no letter.

    Lost number ive haad for years.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    THIS IS A GENUINE REVIEW! I'm coming up to my first year with Hyperoptic and I can honestly say I am happy with service overall. Speed on the whole is as advertised and the but reliability can be patchy for only short periods of time. The helpdesk is accessible, quick to respond and professional. It's also nice not to be dependent on BT!
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Read some negative reviews. However personally have had brilliant service with Hyperoptic in the last several years, always someone to pick up the phone and very good attitude even if you are looking to terminate your contract with them (decision to terminate contract has nothing to do with their service).
    Their customer service is always excellent! Best wifi service I have ever used in UK.
  • Reviewer
    Location
    north east
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    engineer arrived with no mask or cleaning liquids. was moving around fast and couldnt keep distance quick enough at times. when i asked him about distancing, he said dont worry, ive already had it (covid19). I thought , how do you know its gone, we dont fully understand it yet
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    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?
  • Reviewer
    Location
    Stanmore
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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!!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Speed is good but if you’re a renter stay away - they demand you leave the router in the property when you vacate. If you choose to just take it then you’re charged £70. The reason why this is an issue is because most rental properties do a check-in and check-out report and if anything is left in the property you incur a charge. As such, leaving the router will then incur a charge from your estate agent so you’re screwed either way. It’s also a bit sly as it forces the new tenant to get Hyperoptic (which is quite aggressively pushy) and doesn’t allow for a fair market. The speed is good though, but a heads up to any renters that you will essentially incur an additional fee if you then leave the property you initially had Hyperoptic installed in.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    Welwyn
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Every year the same history!

    Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!

    This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).

    After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?

    "No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"

    Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.

    CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.
  • Reviewer
    Location
    Cardiff
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Rotherhithe, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    Kent
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    London SW18
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Fast internet but unethical practices. Automatic price hike of nearly 50% at the end of the 12 months with no warming and no possibility of backdating to a usual price even if you renew. Also they don’t offer any more than 12 months so they can do this every year. This practice should be banned and indeed there is new legislation is coming in to make them at least notify us.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Brodie
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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.
  • Reviewer
    Location
    Bromley
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person).

    When working its decent speed, but if you need something reliable when working from home and/or stuck in house due to lockdown its too unreliable don't swap if u need internet for work due to covid.

    Their status page always says the same thing it never changes no updates for what is going just:

    "We’re sorry for the disruption to your Hyperoptic service. Our engineers are currently investigating the cause and will work to restore connectivity as soon as possible. Thank you for your patience."

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