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 123 customer ratings since 2020-05-15 (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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Most incompetent service I have ever seen! 3 weeks and 3 scheduled "engineers" and the problem is still not fixed. Horrible customer service and stupid inefficient installation team will never use this service and highly recommend others to STAY AWAY!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I've go 100 mps but it is hardly 17 mps.
    the router is pretty weak, both in range and speed.
    Speed frequently drops. It is temperamental with some websites.
    and customer service is basically there to justify the bad service, taking advantages of what you don't know and misunderstandings.
    Highly NOT recommended.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    It shows that a lot of these reviews on here are fake. Their service is POOR, POOR, POOR. Don't use.

    Hyperoptic installed it, went fine, they arrived on time. Since then the connection has been horrendous. I've challenged them on this and they told me to upgrade. This will solve all of the problems and guess what, it didn't.

    In subsequent conversations they were patronising and condescending telling me that walls slow down the connection. From what I know, everywhere has a wall. Then I was told if something blocks it like a wall you can expect really terrible wifi. This is exactly where their engineer installed it, by a wall.

    They then said they would do some things to increase the speed, they actually made it worse. Their support team then blamed me, even though everything is all in their hands and said there was nothing else to do, even after they now charge me more and forced me to mail them back an old router which didn't work.

    POOR, POOR, POOR.
  • 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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor customer service. They have cancelled two appointments. The call centre don’t care. Thought BT were bad but this company has shocking service and appalling attitude.
  • 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
    LONDON
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Honestly, I couldn’t be more happy with Hyper Optic. Before I joined them I heard some negative feedback about their service, so I was nervous to join. My previous provider offered great customer service, but the internet was rubbish. I took a chance and moved over to Hyper Optic because of the great deals and super fast speed. I’ve been with them for a year now and just renewed my contract. Their customer service has been great and my internet has never been so fast. Keep it up and you’ve got a customer for life.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    really surprised to see such negative comments, but i can only assume it was whilst the company were still getting established. Phone support was great when inquiring about signing up, installation was quick and easy - guy was on time and called the day before to confirm, as well as text around an hour before arrival. Sweeped up his mess without needing to be asked.
    I'm only paying for the 100mB speed - get ~50 on average at peak time, 80Mb during the day. You'll never get the full speeds advertised, but soo much better than the other providers available in the area (have had 3 previous, some speeds were as little as 1mB!).
    So far so good - hope it continues.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Hyperoptic was in my building for some time before I took the leap of faith to give them a go. I checked a few review sites and read on their Twitter feed about a 30 day satisfaction promise so went ahead and ordered. It took a few mins, the longest part of the order process was me trying to work out if I wanted 20MB or 100MB speed! Anyway, I ordered, booked my install online and one of their engineers turned up a few days later. The install took about 45 mins, he cleaned up afterwards and left once I was online. O.M.G it's difficult to explain how fast the service is. I went for 100MB and am so glad. I can work, play and entertain without any issues - I did have some issue with the wifi but one call to customer service and I was sorted. The guys on the phone are, how can I put it? Geeks. They genuinely know how to help and are friendly too. My advice is to give them a go and make up your own mind and if you don't like it, cancel in 30 days. Thanks Hyperoptic!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Comments
    DO NOT and I REPEAT FOR YOU AGAIN, DO NOT SIGN A CONTRACT WITH HYPEROPTIC. The internet drops out all of the time.
  • 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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Avoid this dreadful company. I attempted to give 30 days notice to cancel my account, however nobody answered their phone for 3 days. I ended up waiting 20 minutes on the phone on the third day of trying before giving up. I left a voice message for my call to be returned, yet nobody ever called me back. I also emailed requesting cancellation, which was replied to 3 DAYS later. They then had the cheek to try and charge me an extra month despite my attempts to cancel. They ever threatened me with debt collectors over a 13 pound bill. Their connect was poor with constant dropping in my apartment. I have advised numerous homeowners in my development to avoid this deceitful company. I regret the day that I chose the open an account with them. Avoid Avoid Avoid.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved into a new build in August, Hyperoptic had made a huge song and dance about how good their service was and that it would be available any day now.

    At the end of August there was still no service available, but they kept saying it was only a week away, at the end of September they were still saying it was only a week away. Now in mid-October they have changed the service availability to "It won't be available this year, we expect it to go live between March and June 2020."

    So instead I've gone with BT Ultrafast (300Mbps), I signed up on Tuesday, the service went live today (Friday). Other providers were available as well, pretty much all apart from Virgin unfortunately (not a cabled area). So BT have managed in two days what Hyperoptic are unable to manage in three months and appear to need another nine months to do.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    This, this is too fast. I LOVE IT!
  • 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
    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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic 1Gb is probably the biggest scam in the broadband services market, don't fall for fit. The problem is not even with the speed. Once the connection is established you will get a speed up to 300 Mbps (wifi) or up to 900 Mbps (wired). But the problem is with establishing the connection. It takes ages to load the page! Lots of time the connection interrupts or drops, images not loading, thus producing the worst browsing experience you can imagine. My mobile internet has a better browsing experience than this. I don't recommend getting this and telling this as a programmer and IT professional. Very disappointed.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    These guys deserve 5 Star! Honest advise, helpful team and support line. Big thanks for Dusan who helped me to cancel my contract just because I'm moving to another area and they can't reach there yet.. Nevertheless I will get back to them as soon as we have it there, and will continue to recommend it to the others. (usually I don't write reviews.. and P.S. AVOID VODAFONE AT ALL COST...)
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Super quick install by a friendly, professional engineer - and it was great to be able to book my install online on a day that suited me. The service has been really consistent and I haven't experienced any buffering since switching providers. Love the customer service team too!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible terrible company. AVOID AT ALL COSTS!

    Firstly, they lost our landline number which we have had for close to 20 years during porting. This is something I can never forget or forgive as friends of my parents will not be able to contact them.

    Bill went up by £15 a month! started at £23, now paying £38. Now after losing our old landline number, they do not let you take the new phone number either, so the only way to keep number is to stay with" them. This made me think if the number was lost intentionally. Frankly speaking, I do not use the landline at all and is not an issue but it is about the principles - they are not making customers aware of this at the beginning, so please be aware of this.

    Broadband speed was fantastic to start with, but it keeps dropping so you constantly have to nag them for resets etc. It really is not worth the time and the effort. They are always available online but they are not able to solve anything.

    I hope it saves someone else and their phone number, I wished someone warned me beforehand.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Ridiculous company! We have talked with 2 managers on the phone, they both offered a 3 months free trial period, but really keen to sign up us for a 12 months contract. We have agreed to test for 3 months and decide then which package we'd like to proceed. After 2 days we got a bill on almost 90 pounds to pay with notice that we have to pay 60 pounds more in a month! The support replied to us that we actually declined 3 months free trial and opted in immediately on the most expensive package for 12 months, what??? This is just a scum, avoid!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I lost service for 9 weeks, their customer service is a total joke! You raise a ticket, wait 3 days being ignored, then get an email saying they are closing the ticket because of inactivity.

    Finally they replied, blaming me which was proven not to be the case. Then they went quiet again

    In the end I withheld payment, and got a series of aggressive emails saying they had suspended a non-existent service. Still no resolution, they make BT look good!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    My experience with hyperoptic has been nothing less than excellent. Because the previous tenant had left their hyperoptic modem in the apartment, I was literally up and running in five minutes. Best broadband (Fibreoptic) experience I have ever had.
  • 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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Initially kept delaying installation, and now broadband is not as reliable.
  • 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
    London , E14
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid. It may have fast download speeds but the internet drops out all the time making streaming TV, film, music etc. infuriating.

    The router they give you is garbage so you’ll have to fork out for a decent one if you want WiFi as fast as the connection you’re paying for.

    They’ll only install the router in the first socket in your property so they put mine in the cupboard.
  • Reviewer
    Location
    London Strata
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that.
    I will not recommend this to anyone else - go for more established names instead. I am getting put of the contract since I am still in the 30 day “test phase”. Imagine what would have happened once out of the 1 month period.
  • 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, SE16
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away. In years I didn't have such problems with broadband as with Hyperoptic. Exctremely slow, not working at all at many times. I complained dozens of times over the phone and through tickets. Tickets - no responses for days. This is the worst internet service that I have had for last 10 years at least
  • Reviewer
    Location
    Maidenhead, Berkshire
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    We have been with Hyperopic for 8 months, and have not had a single problem with the service.

    We had so many issues with Sky broadband, from extremely low speeds to consistent connection loss.

    We called Hyperoptic after confirmation they are available to our building. The woman we spoke to booked installation for the same day our Sky Broadband would be disconnected, and confirmed there would be no installation fee, as there was an offer online that we just missed, but she was happy to honor it.

    Installation went smoothly, and service was up and running perfectly.
    We receive emails letting us know when they will do maintenance, but that is during early hours of the morning (5-6).
    We are on the 150mb packag, and it has never dropped below that download and upload speed.

    I would highly recommend Hyperoptic to anyone who can get it.
  • Reviewer
    Location
    malaj
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    i had the best costumer the guy who helped me was David he was really patient and helpful.
    service like this deserve 10stars not 5.
    and is not the first time i am speaking with them and i had the same experience.
    well done guys i am really happy to be with you.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Absolutely the worst experience I've had with ISP; Both the customer and technical support were poor (their diagnostics completely failed to identify my poor connection speeds), the reliability is hit and miss and the claimed speeds only exist on paper. Overpriced and, because their scope of service is quite limited, you're likely to be hit with a big termination fee if you decide to move house. Stick with the usual suspects (BT, Sky, VM etc.)
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely worse customer service, took almost a month for activating my service and to your surprise, it has not been done at all YET. Emailed them, called them and chatted online with them and all I get is the constant changing of my activation dates, paid everything, asked for refund and denied and all I can do is wait for them to get my service. Definitely THINK TWICE IF WANTING TO GET THEIR SERVICE, keeping in mind the time and effort you needed to put in dealing with them even if their wifi speed is good!
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day.

    Considering upgrading to 1 gig speed for the next 12 months.

    Highly recommend
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    It took, to Hyperoptic 2 months to comission the line
    Therefore they cliam that the starting date was later than expecting so they couldn't issue the £50 voucher which was coming with the package.
    The service has been very average with dropping connection depending of the weather.
    And to leave they have been a nightmare.
    Only one regret, being patient and not cancel when waiting 2 months without internet for comissioning.

    The customer service prefer to blame you rather than help you out.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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!
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    We've been with all the big players in the game (e.g. BT, Sky, VM etc) and Hyperoptic is undoubtedly the worst experience I've had. Terrible, terrible service all around. Avoid them at all costs.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    When it works it quick, but on a twice weekly basis they take the network down for maintenance without telling you, CS are useless and rude. Constantly getting calls from their sales team to upsell

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