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 124 customer ratings since 2020-05-14 (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 20 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I suppose Hyperoptic may provide great service, but I never managed to get past the equipment installation phase. After a three week wait, an engineer came in to instal the equipment. He failed to complete the job on the day and said that Hyperoptic would send someone within two days. A two day delay did not seem not ideal, but was quite acceptable. However, when I called Hyperoptic the next day to enquire about the appointment to complete the installation, I was told that the next available slot was in two weeks. So, effectively, Hyperoptic put me at the end of the queue. Even if my experience is an exception, it still shows the poor quality of customer services at Hyperoptic.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Reliability
      1 star
    Comments
    This provider turns things into Desaster once it starts going wrong. I moved into new flat with hyperoptic availability and booked installation weeks in advance which got confirmed via automated texts and emails up until the day and time of installation appointment. Then no engineer was to be seen and no cancellation was sent either. Waiting around for nothing is one thing! Having to deal with customer services after that another! Their phone line got support didn’t work. The support email service responded only with a general acknowledgment they’d get back to me soon. The support chat online had a long queue and because of unstable phone connection at the property I got disconnected several times and finally excluded from chatting, right after I managed to get the information that the next available slot is almost fourteen days away. Before we could confirm even that date the chat got ended. I work from home and entirely depend on internet for this, and the way hyperoptic cannot provide any support or help when things went wrong from their side is upsetting and unsettling. Avoid, if you depend on reliable service and support!
  • Reviewer
    Location
    Wallingford, Oxfordshire
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hugely disappointed with this provider. Moved to a brand new property that was meant to have 1GB fibre optic. Yet, the maximum speed we've got so far is 300 MBits. Wifi is also weak and both internet and WiFi are unstable and fluctuate widely. But they advertise themselves as "life in the ultrafast lane". Since our move to the new property on Friday October 16 we have made numerous phone calls to Hyperoptic and they cannot help. They insist on doing endless tests from distance instead of sending out an engineer. In our previous property we had Virgin Media and never had any issues while an engineer was always available, you simply had to book an appointment. Unfortunately, Virgin Media is not available where I moved. Back to Hyperoptic. They seem more like a bunch of students who are polite on the phone but they do not know what they are doing and have very little knowledge of technology. My advice to all. If you work from home like myself, and you do work that requires serious computing and stable and robust internet connection, avoid Hyperoptic.
  • 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
    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
    E14 London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Not sure about all the negative reviews, but my own experience with Hyperoptic for the last 3 years has been all positive. Great speed, reliable connection, particularly important nowadays while working from home, good customer service.
    Only recently had an issue with the broadband, called customer service on Friday, had 2 blokes visited my apartment couple of hours ago (on following Monday), changed the router and all back to normal.
    Perhaps their service is not consistent and depends on the area, but again, my experience with them in south east London has been all positive.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Decent speed and good customer service, however it is pointless when internet drops every time you connect to a VPN because there is no static IP addresses. I bought an add on for another 5 pound a month for a static Ip and it still does not work. Do not even waste your time or money on hyperoptic if you need to connect to an external VPN
  • 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

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.