313 Customer Reviews over 8 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-06-28
- 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?
- Location
-
- Location
- Stanmore
- Reviewing
- Hyperoptic
- Date
- 2018-09-24
- 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!!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-05-13
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-14
- 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.
- Location
-
- Location
- Welwyn
- Reviewing
- Hyperoptic
- Date
- 2018-10-09
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-22
- Comments
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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.
- Location
-
- Location
- Cardiff
- Reviewing
- Hyperoptic
- Date
- 2016-09-02
- 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.
- Location
-
- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2023-12-17
- Comments
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Service was exactly what was promised and I really wanted to stay with them, until my fix finished and the price basically doubled. I said "send me your best price and I may stay", and they improved the offer only slightly. After I signed up with someone else and cancelled, magically they can do me a better deal. I'm sick of playing games.
- Location
-
- Location
- Rotherhithe, London
- Reviewing
- Hyperoptic
- Date
- 2018-03-26
- Comments
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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
- Location
-
- Location
- Kent
- Reviewing
- Hyperoptic
- Date
- 2018-12-03
- 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.
- Location
-
- Location
- London SW18
- Reviewing
- Hyperoptic
- Date
- 2020-01-06
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-08-11
- 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.
- Location
-
- Location
- Brodie
- Reviewing
- Hyperoptic
- Date
- 2017-06-05
- 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.
- Location
-
- Location
- uk
- Reviewing
- Hyperoptic
- Date
- 2022-03-12
- Comments
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The only good thing about this company is when you don't encounter problems which is never, the moment you do and need support it all falls apart.
Customer service have no clue apart from the basics and are arrogant with constant back talk and get offended when you tell them how crap their service is, their techs are just as bad and takes days just to tell you something pointless like "everything is ok on our end".
Here the customer is NEVER right, they will counteract any facts with the limited info they have such as when you last created a support ticket, in other words if you never created a support ticket there was never a problem even those 24-48 hour occasional internet dropouts that most people just wait out. Chats and twitter pots don't count. When you demand refund for no service they tell you to read T&C and when you do they just ignore you.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-12-03
- 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.
- Location
-
- Location
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
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Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.
Since then lost telephone VOIP and no reply to online query.
On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.
Only reason I’m staying is they are taking on the big boys.
- Location
-
- Location
- Bromley
- Reviewing
- Hyperoptic
- Date
- 2016-12-18
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-10
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-08
- 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."
- Location
-
- Location
- Stratford upon Avon
- Reviewing
- Hyperoptic
- Date
- 2018-12-09
- Comments
-
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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-05-18
- Comments
-
Hyperoptic hides the fact that they share your IP. Most Internet providers do not do that, because it creates a wealth of insolvable problems for the end-user. When confronted with this hidden sabotage, hyperoptic demands an extra 5 pounds monthly to stop sharing your IP and thus bring you to a similar setup as what most other Internet providers obviously do for free. This is extortion.
- Location
-
- Location
- Essex
- Reviewing
- Hyperoptic
- Date
- 2020-04-01
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-14
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-12-01
- Comments
-
I have been with Hyperoptic for over 24 months now. I am on their fastest speed 1TB. However, the router provided has very weak wi-fi signal so I rarely get half of that speed even when I am right next to the router. My main problem with Hyperoptic is their non-existent customer service and overly aggressive sales practices. A few weeks before your contract is due to expire they usually call you and offer you a price that is usually worse than what is offered to new customers but for convenience I usually just go ahead and renew. Last time this happened Hyperoptic offered a wi-fi extender that is supposed to improve wi-fi signal. This thing makes the wi-signal worse! It is simply impossible to connect to Hyperotic support team to try to resolve the issue. After weeks of trying to call and sending them emails and receiving no response, I will be raising the matter with the regulators and see where this lands. Terrible experience
- Location
-
- Location
- Coventry
- Reviewing
- Hyperoptic
- Date
- 2020-05-23
- Comments
-
I made the mistake of simply cancelling the direct debit because it was unclear how to cancel my service with them. They didn't email me to say until the account had racked up two months of unpaid bills. The cancellation process took multiple days of email transactions all whilst I'm paying a pro rata fee for the extra Internet and I had to pay these bills and a £10 reactivation fee just so that I could wait another month to cancel my account (and pay for this month of unused Internet).
- Location
-
- Location
- Cardifd
- Reviewing
- Hyperoptic
- Date
- 2021-12-26
- Comments
-
I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt.
There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on.
Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter.
Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-21
- Comments
-
Hyperoptic when it works is good, but when it doesn't you may as well jump ship - absolutely catastrophic service - Last month I had no internet for 25 days due to an issue with their equipment as it was in a room which apparently had a rat infestation and apparently the rats chewed through the cable.
For 25 days little to no updates were provided, and it took a good 22 days to gain access and organise pest control which showed clear lacking of leadership, organisational skills and trying to fix a solution for a service which they claim they provide excellence on.
At no point did Hyperoptic claim accountability for a mess that was on there part and incontingent planning but rather kept on repeating 'we are sorry for the inconvenience' as part of a robotic speech sheet used within customer service.
If you seek reliability, do not opt to use Hyperoptic and go with a more reliable and accountable internet company
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-05-19
- Comments
-
Initially kept delaying installation, and now broadband is not as reliable.
- Location
-
- Location
- Nottingham NG1
- Reviewing
- Hyperoptic
- Date
- 2018-01-29
- Comments
-
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.
- Location
-
- Location
- Isle of Dogs, London
- Reviewing
- Hyperoptic
- Date
- 2019-01-14
- Comments
-
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!
- Location
-
- Location
- North London
- Reviewing
- Hyperoptic
- Date
- 2021-03-28
- Comments
-
you start with an awful installation on your wall, they do not care about your flat. Speed is very variable and forget the marketing published super speed. Customer care does not work, experiencing delays in answering is ordinary. I am moving to another company.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-08-27
- Comments
-
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.
- Location
-
- Location
- Se16
- Reviewing
- Hyperoptic
- Date
- 2015-08-31
- Comments
-
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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Well, the title says it all. No customer service, no support, no help, no explanation, you are left in the dark! - That's it!
When you are with them, you get the product but not the service. If the connection works, then you get internet. If no connection, no internet, you get nothing, na-da, zip...
It has been 4 days without internet! So far, no-one knows why, when it will be back and what has been done (or anything was done at all)
I have been asking since day one, what should I expect, whats the timeline, how long would it take.....
None of these are answered, I had no support, no help despite contacting the support team via multiple channels... I already lost decent money just because I can not do the work I was supposed to, could not get a new contract because I had no connection on that day.
On top of all this, 4G is bad where I am so dont have alternative means of connecting to internet....
If I had a choice, I wouldnt hesitate to leave Hyperoptic and switch to another provider!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-02-11
- Comments
-
I waited 3 months for hyperoptic connection in my building and I have connection issues every other months on top the most annoying thing is they 24 hours customer service is ******* no ones answer customer call after 10pm this happened to me more aften I don't know why hyperoptic advertising falsely and make customers wait for hours and in the end no one's answer. absolute idiots
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2020-05-12
- Comments
-
Hyperoptic is not customer focused so be careful when you sign up. I've asked for a speed upgrade which locked me for 12months. I received and read the fine print after a couple of hours of changing the service and I wanted to go back to the previous package because I didn't agree with the T&C but they didn't let me. I'm escalating this to the consumer rights, but at this point all I want is to get rid of them.
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2017-12-13
- Comments
-
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.
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2020-11-30
- Comments
-
Terrible customer service. Shoddy workmen who installed. Quite good speeds.
- Location
-
- Location
- Brentford
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
-
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
- Location
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