313 Customer Reviews over 32 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-14
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-13
- Comments
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I have contracted the package 30Mbs download & 1Mb upload about 6 months ago. It has worked well until August/September, more or less. I then started feeling that my connection was not so great as before (specially for upload). Coincidentally, I got an email by the end of August offering an upgrade to higher speeds for a small fee. I ignored and kept testing the connection speed at random times using the google online tool. A week ago, I contacted the company to ask what was going on since the upload speed has been persistently about 25%-30% slower than expected. After an initial helpful support that didn't solve the problem, I started getting non-sense responses to my inquiries claiming that it's normal to get speeds like these (30% less than agreed is normal??? with optical fibre...) because of interference from other wireless signals/routers and that I should consider to upgrade for a fee!! I want to highlight that I tested the connection using ethernet cable several times during the last 2 days and the only time it really worked at about 1Mbs was very very late at night.... In summary, the problem here is that first, the agreed speed is not being respected. Some variation is expected but 25-30% less is too much. Second, pushing to contract higher speed rather than solving the issue is at least disrespectful. Given my whole experience so far, I do not recommend this provider and I recommend to stick to those well-established in the market. Prices are a bit higher but you really get what you pay for. That's all I want, to get what I paid for, no more, no less.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-11-08
- Comments
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Works perfectly for me, router arrived within 2 days of signing up and instant activation via phone call. Just done a speed test and speed was 160mbs download & 170mbs upload (We're on the 150mb plan) so it's faster than advertised! All videos/ browsers and sports are instant with no buffering so definitely earned 5* from me!
Ps - I would just go for the 150mbs plan as you don't need 1GB unless you're a family of super hardcore gamers.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-05
- Comments
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My site was listed as ready for installation so I booked an appointment for a Tuesday morning. The engineer arrived, told me the site want actually ready yet and left. I phoned hypertopic who assured me the site would be ready for installation by the following Monday and so booked me another appointment. This time the engineer came and left without informing me and it was up to me yet again to call up to see what is going on. I'm now told that they don't know when the site will be ready.
Additionally, the customer service is terrible. Be prepared to wait for 20 minutes on hold only to get through to someone who has to then put you back on hold whilst they put you through to the team who can handle your question. This time however you won't get through to anyone, instead you will be put through to their automated answerphone service after which the call will promptly disconnect.
- Location
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- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2018-11-03
- Comments
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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.
- Location
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- Location
- orange place se16
- Reviewing
- Hyperoptic
- Date
- 2018-11-02
- Comments
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Installed Fibre Optic for all the Buildings In Orange place london se16. but left us out such a shame all those abseilers doing the installing looked very impressive on all the other buildings why cant you install it to the houses down the bottom over the street. you have failed to communicate with us and contact us letting us know what is happening
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2018-11-01
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-21
- Comments
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About two weeks ago I wrote very negative review, starting: "Stay away. In years I didn't have such problems with broadband as with Hyperoptic..."
It appeared that the problem was with a cable between router and socket. After replacing the cable the broadband works fine. I wanted to withdrawn my previous review but I don't know how.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2018-10-11
- Comments
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I’ve been with hyperoptic now for a little over 2 months, and I must say I was slightly nervous about signing up for a provider I’d never heard of before.
The sign up process was very simple and easy. Once the initial payment has gone through, it allows you to book a time for the engineer to come and install the system. Ours was a busy period so we had to wait 6 days, but it was well worth it in the end.
The engineer was friendly and texted us the night before to let me know exactly what time he was going to arrive. He then asked me where we wanted the broadband installed, and had it up and running in 15 minutes. He even wall mounted it for us! The router looks smart and we’ve had consistently fast speeds with no issues at all!
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-10
- Comments
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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.
- 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.