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
    Ealing
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband
  • 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
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it!
  • 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
      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
    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
    Bristol
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Internet is good when it's available but constantly drops out and videos are left buffering, even with such a fast connection.

    Having to switch provider and getting a massive bill to cancel because they're not available. There's very little options and customer service isn't fantastic.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly disastrous service!!!
    So, here i am, writing a review about Hyperoptic company and their services. I've had my fibre optic installed on the 11th of December, all went went, just at the end the engineer said there was a switch missing inside their main cupboard unit. The infamous part took no more no less than 10 days to get replaced!!! Yesterday, the 21st of December, after calling them to ask why the internet wasn't running, i was told that it needs to be activated from their end, which will be on the evening, or the following day in the morning.
    As usual, the next day around lunch time, i called them up to see what's going on, just to be told that the switch that was installed isn't compatible with their equipment, and now another one has to be replaced with!!!
    All this time, since the 11th I've been paying a daily data fee to my mobile phone provider, as i am working from home and need internet.
    I know already that will take another at least a week for them to get that part replaced, then God knows what else will come up " not compatible" or broken down...i can see it already not having Internet until the New Year, with Christmas and all the holidays coming up now...
    Is this truly a decent service to be provided, to have to wait this long, then again be told it's still not running... I'd give it less than a star if i could, it's so utterly ridiculuous the level of service...
    Now, I'm sure someone from their company will probably reply with the usual standard" we're really sorry for what's happened, we do whatever we can and take our customer service seriously"...
    I ask you now: how will their answer, whichever that is, help me get my internet up and running? You tell me that!
    Instead of blind replying with standard, sugary, empty words, i'd seriously re-evaluate how their engineers work, what the issues they encounter that can be looked at so that it doesn't happen again...
    This is what I'd do:be practical!!! Stop the BS wording than anyone can throw around and do something physycally to action your issues, for a change!!!
    I'm sorry for all those that are usimg their services and say it's decent speeds and customer services...all i can review is based upon my experience, i hope I'd be the only one to have this happening to, but something tells me that this is how they run their services, which is an absolute joke, if you ask me...
    Knowing now that my holidays have been ruined with having no internet, I'll be looking at cancelling the contract and testing out another supplier of fibre broadband...hopefully not all of them would be so bad...or maybe they are??? Something to be seen...
    Happy holidays everyone, hope to get at some point next year my internet running with some sort of decent customer services...not asking for great service, if you noticed, just decent one...is it maybe too much to ask???
    I hope not..
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utterly ghastly. I’ve had this service for four months and I can’t wait for the 12 month contract to be over so I can move elsewhere. The speed is so painfully slow, I’m either getting back to back buffering or pixelated pictures. Watching tv is now a trial. I had an issue over the installation and found customer service very pleasant but useless so I’m afraid I’m not going to bother reporting this, especially after reading the reviews.

    So, if you’re thinking of trying Hyperoptic, please don’t. They’re a terrible company, the service is dreadful and customer service may as well not be there. Crooks.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling. I signed up for 100Mbs and got about 4. Customer service tried very hard to fob me off and I had to insist an engineer visited. Turned out they had connected us wrongly at another point in the building. Service is frequently dropping altogether, and is never anywhere near what they promised in terms of speed or reliability. I’d recommend it if you want to pay good money for a slow and unreliable service though, as they deliver on that. Just dreadful, I am sorry to report.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They installed their router in my flat 5 months ago and since then nothing happened. Service is still not live anywhere in the development. Apparently they encounter blockage over blockage whilst 5 months ago we were told that the building is live.
    Maybe they get better reviews ones their services is usable but so far they are a complete fail. Who wants to wait 5 months for their broadband?!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    We have a small family and don't do anything too intense and our experience has been quite bad to be honest, especially in comparison with the usual suspects.

    Examples of poor service:
    - We opted for quite a fast speed option but realised later that the router installed by Hyperoptic wasn't capable of achieving such speeds! What solution did they provide? The guy told us to go buy another faster one!!
    - We got disconnected more times in half a year than we did with BT in a few years.
    - After explaining that we weren't satisfied with the service and that we were moving house so wanted to cancel the service, they said we'd have to pay an early termination fee which was more than we anticipated because they restarted another contract midway through our original contract because we downsized to a lower speed. When we tried to negotiate maybe moving the service to our new address, they couldn't because they're a small company and it was out of their coverage.
    - They constantly send you emails asking you to recommend contacts to sign up to their appalling service; it seems like they make more of an effort marketing rather than actually providing a good service!

    I would strongly advise against signing up with Hyperoptic and stick with the main players.
  • Reviewer
    Location
    Slough
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am extremely annoyed with my Hyperoptic connection. Then again I have had bad experiences with Virgin, EE, Sky and TalkTalk. However for some reason I believed Hyperoptic would be different.
    I constantly suffer from ridiculously slow internet speeds, often the internet collapses all together. I am consonantly restarting my router. It does not matter if I use the 2.4GHz or 5GHz frequency. If you do complain to them about the 5GHz frequency you will be overwhelmed with excuses about the limited range of 5GHz, but it is the same story with 2.4GHz. I ran countless speed tests on their own website, always with abysmal results, most times the internet was so bad, that I could not run the speed test at all. When confronting Hyperoptic they simply claim they cannot see any issues from their end, despite my ton of proof to the contrary. I was asked to do countless tedious procedures, such as disconnecting any device ever connected, standing next to the router, connecting all devices again and then running speed tests on all of them. I do not want to waste any more of my time, just the back and forth with customer support costs me countless hours. All I am asking for is a reasonably reliable internet connection with reasonable speeds, without having to reset and reconnect router and internet devices daily.
  • Reviewer
    Location
    Bristol
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    My broadband with Hyperopic was activated in the mid of December, after just a week use, the internet is down. I called the customer service and they told me they will send me a new router and it will arrived in one or two business days.
    Since it's already near Christmas, I asked them whether they could call the courier to check whether the courier company still work during Christmas, then they told me it's a unreasonable request and I was crazy to ask them to do that. I was surprised and utterly disgusted. I couldn't see why it is a unreasonable request and why I was called a crazy person. I told them that I simply wanted to get more information in regarding to the delivery. They told me repeatedly that it is an unreasonable request and under no rule or regulation they should do that. Then I asked them whether they could keep me updated on the delivery, they told me I should check my email about that. I told them I didn't have any internet connection so I would prefer a phone call or a message. They told me I could just call them back to check it. I insist that they should at least provide some updates as it's not easy to call them as there is always a long wait. Finally they decide to ring me back the next day to provide update.
    However, it's been four days, I haven't heard any news from them and I still didn't receive my router.
    I can see many people have some bad experience with this company according to their feedback. However, I can never imagine that the customer service in a well-established company can say such vicious things to a customer via the phone and make empty promise without any consequences. If any company should go bankruptcy during the pandemic, this company should definitely be on the top of the list since no customers should go through such experience and no one should use this company.
  • Reviewer
    Location
    Croydon
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have paid for 100 MB Broadband. I normally get only 30-40 MB on wireless. It sometimes drop till 1 MB as well. I have complained about the same and they told me it is due to traffic in the building and non connected devices causing the problem. Router is near my Living room and I am not sure if devices not connected then jow much bandwidth they can take
  • Reviewer
    Location
    Sheffield
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We had it for ten hours. Worked fine at the start. Then it didn't even come on. Called customers service team. They told us seven different things. Didn't even try to help. Just a big con. I cancelled my sky but I don't mind joining up again. We got 3.1 mpbs from sky but at least it works. Just stick to the providers you know these people are a joke. When I asked for help the guy said it's three of my devices. One I can understand but all three. Then tries to charge us £30 to come have a look when they set it up on the same day! HONESTLY just never again. I'd give it zero only thing good about it was the instalation thanks Andrew.
  • Reviewer
    Location
    E1 London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ZERO STARS NO SPEED NO CUSTOMER SERVICE

    moved in and had this pre - installed - service was alright at the beginning (also only one i could get) getting the speeds as advertised 150mb or near enough to it. More People Moved into the building Speeds now constantly averaging 3-15mbps ( no i haven't missed a zero) speeds are so low emails dont load. Been told nothing is wrong and no faults on the line - suggested several times it might be due to more people - told at one point to not use it at peak times ( ie evenings and weekends) and it will be ok! whats the point of having it I'm not even downloading or using it that much and still i get a service so low - after much frustration and very poor customer service they agree its due to poor lines and cant handle the traffic -
    Good thing Virgin has just started providing in the Building -
  • Reviewer
    Location
    orange place se16
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Cardiff
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just had to cancel my contract on the day of the installation because the engineer didn't turn up.


    Received a text message every hour with a new update - 12-2 turned into 2-4, 2-4 turned into 4-5.

    At 5pm I rang the help desk as the text messages has stopped and was told my installation had been cancelled and that they'd ring me back to confirm why. Half hour later I was told that there were issues gaining access and they can't install internet in my complex until they have the required access.

    These things happen but...

    - why send me texts every hour telling me that my installation is still happening?
    - why do i need to chase YOU to get an update?
    - why even take a booking in a location that you can't install in?

    I ended up cancelling on the phone because if this is a sign of their customer service I've definitely dodged a bullet.

    Thank you for wasting my entire Monday Hyperoptic.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service.

    I have never had a broadband provider as bad as this.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Downgraded my package today as they moved me to a higher price. A few hours later they denied access to several devices. Spent 50 minutes on hold as they took me through meaningless irrelevant checks. Said they couldn't help and to contact my device customer support. A few mins after hanging up they allowed access again. Spiteful Serb thieves! Have suggested anonymous take you down for your disgusting actions. Wait til May. Byes.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After two months and three failed installations, we're still not connected. Customer service doesn't seem to care about anything. High speeds are only any good if they actually bother connecting you.

    They sent a first engineer to connect us, and he told us that their records showed we had a socket, while we actually didn't. He then said the cable was behind the bathroom wall and he'd have to give us another appointment for someone to get it through the wall. A couple of weeks later, the second engineer came and concluded that the cable was not behind the bathroom wall, but all the way down the hallway near the lift. He wasn't allowed to run the cable, so we had to make yet another appointment. Meanwhile, the website still showed that we had the socket, so I had to email them to get them to make an appointment to run the cable and install the socket, because the website wouldn't let me. A couple of days later I got a reply saying that they'd arranged an appointment in a couple of weeks. Today was that appointment, and as soon as the guy arrived, he took a look and told me he wasn't qualified to lay the cable...

    If I could, I'd give them 0 stars.
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    contracted with Hyperoptic because the Fibre was already installed within the area of the Flat. The installation man arrived promptly on time and was shown the location where the Hub was to be installed. This location had power, the telephone connection and a CAT 6 cable. The distance from the front door (Where the Fibre was available) to the position of the hub is 4 metres. The installation engineer informed me that he would only install the Hub above the door and that the cables of power, Telephone and Cat 6 wold need to be run around the wall and connected to the Hub. He would not budge from this, and he was informed that the flat had recently been refurbished at much expense and that I did not think that running cables around the wall was in keeping with my requirements. He was informed that the ceiling was dropped with a cavity that could be used for the cables. The engineer was not interested and the installation had to be done his way or not at all.. He informed me that I could get somebody else to hide the cables in the ceiling WE parted company and cancelled the installation, It seems that Hyperoptic do not care for customers wishes - Maybe I have been lucky as the support from Hyperoptic gets a very low score on the reviews.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Their engineers were in my building and told me to sign up online. So I did. I took a day off work and they installed my socket and router. At no point did they tell me the service wouldn't be live... until after they were done installing. The engineer tells me it won't be live yet and there would be a wait. He couldn't say how long - not even an hint. Customer service have no idea. So far it's been over a month. They still don't know. I see some poor soul on here has been waiting over 5 months.

    If there service is this bad before it's even live I'm thinking it'd be best for me to just cancel now.
  • Reviewer
    Location
    Isle of Dogs
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Extremely unstable (disconnects) and extremely slow most of the time even when we are on 100MB. And they think it's not their problems. We phoned customer service and he was so rude. I then emailed and nothing was resolved. They only changed the channel (which didn't help) and asked me to upgrade. What a good waste of money and time.
  • Reviewer
    Location
    Queensway
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I don't want this to be a long account, though it could be. In one word: Avoid! Avoid! Avoid!

    This company is utterly useless. The internet drops up, the internet is slow when it does work. We bought 1gb, we've never received even a tenth of that! We called multiple times with technical support, wasting hours on all sorts of gibberish and given false promises of improved service. We were then switched to 20mb and then told actually we should try 100mb. Nothing worked. All the same. Rubbish service.

    They outsource technical support to Serbia. And they're technicians operate on an UBER-engineer format. Anyway, total headache. Nightmare.

    This is by far the worst internet service in over 20 years of using the internet. It made me yearn for my dial-up years - at least that was constant. HyperOptic? Hyperrubbish.

    Ben and Tom - you'll be hearing from a lot of angry customers soon.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shockling bad customer service but more importantly extremely unrelaiable., constantly slower service despite subscribing to the faster service. It breaks down reqgularly It is also very expensive. Unfortunately my block Is a already committed to this service. I would avoid this company and go for a better more reliable brand name.
  • 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
    Barking
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I on the internet plan provided by the property owner which is a guaranteed 5Mbps line. I have been experiencing poor internet speed during night and weekends. I tried explaining Customer care for the past 5 days almost calling them everyday and no action has been taken on my problem yet. First day one customer care person said there is an IP allocation issue with my connection, second day they said they wanted to investigate further and after that every time I call them they have been saying Network team has confirmed there is no issues with my connection. They have been saying me to upgrade and get better service, not sure what difference that is going to make. In my view, it says you pay more for better service.

    My internet completely drops where I am not even able to load google.com on wired laptop after 9PM everyday and on Sundays. I have been mailing Hyperoptic on this issue for close to one month now and no action has been taken. Every time I mailed them a new ticket has been assigned but no action has been taken so far and I am seriously annoyed & disappointed with the service.
  • Reviewer
    Location
    Poplar
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband, terrible service. I'm on the 30mb plan, the internet is barely useable most evenings, I can't even load a basic text-based page.

    I contacted customer services and their only suggestion is for me to upgrade to a more expensive plan.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Reliability
      1 star
    Comments
    If I could give zero I would. Disconnects several times a day, barely 30% of the advertised speed at best. The only redeeming feature is that you can usually get thru to 'faults' in under 40 mins, in contrast to most other providers... to go through the rigmarole of not solving the problem. Cancelling service and told them to sue me for the balance. I ll be selling tickets to any court case !
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    speeds constantly down. have to phone up to fix it every time
  • Reviewer
    Location
    E32PD
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We had this service for over 3 years. For the last 6 month it is terrible. Slow, drops out all the time and the Customer Service is the worse. Their solution to the slow speed is to upgrade the speed. Really concerning because the speed was perfect over the years. Pushy sales calls practise. We will leave this service and I would not recommend them. I would stay away.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not Happy & Would NOT Recommend: Ongoing Problems Develop Over Time
    (I have to use tether 4G iPhone connection to write this as HyperOptic is again not working)
    HyperOptic were installed in our block in Westminster and after HyperOptic initially cancelled the installation, eventually it was installed. All worked fine to begin with but then the problems started to develop.
    Interestingly, after many years with Talk Talk on normal copper wire broadband, these problems never happened, and that was with Talk Talk(!).
    Firstly, the HyperOptic Internet connection comes in and out, and HyperOptic speeds move up and down. The signal strength on Wifi for a device next to to the router moves in and out.
    Then, more problems develop. The Internet goes down for no reason. This has happened a few times now and usually in the morning. The Customer Service team just make excuses, like it is something to do with my iPhone, iPad, Android phone, Windows laptop, Amazon Fire Stick, Echo Dot etc.
    Then the speed slows down dramatically, to slower than my old broadband with Talk Talk. Websites don't load up quickly at all.
    HyperOptic make ongoing excuses, like it is the Wifi router that they provided (yeah... right!), and it is the 2.5 Mhz or the 5 Mhx Wifi channels impacting one another (then why does your Wifi router offer both?).
    I worry why the Internet is so unreliable and slow with HyperOpic. I worry that they utilise the network differently over night and in the morning, redirecting capacity.
    I would not not recommend the HyperOptic service. The problems continue and are painful to deal with their Customer Service.
    I know this sounds odd but as soon as I can get out of my contract, I will go back to Talk Talk(!).
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    Poplar
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible broadband connection and terrible service.

    I'm on the 30 MB plan, and during long stretches of the day I am unable to open a simple text-based page on a browser.

    Customer service's only suggestion is to upgrade me to a higher priced plan.
  • Reviewer
    Location
    Southampton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    I'm a landlord and my tenant has just moved out of the above postcode. High speed broadband was already provided to the apartment block by another firm however tenant obviously decided beveanted hyper optic. No permission was asked and now we are in the flat we were shocked to find all this extra wiring, socket with hole drilled in ceiling. We are worried it contradicts terms of our lease as the wires must go along communal corridor.
    Why did hyper optic not ch k who owns the apartment and if permission was needed before they installed their products
  • Reviewer
    Location
    Wallingford, Oxfordshire
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    By far the worse broadband provider. I give them one star in all categories as this is the minimum possible score. They do deserve a zero though throughout. We've had ongoing problems with broadband since we joined Hyperoptic on October 16. I never heard of them before, the only reason we joined is because the developer from whom we purchased a property work with Hyperoptic.
    What is the problem. They talk on the phone and the make suggestions and so on (at times rehashing standard information that you can easily google, e.g. the difference between 5GZ and 2.4Ghz in WiFi). That's where the buck stops. Its almost impossible for them to provide hands on/engineering support. We had to wait for ~3 weeks for an engineer. The case how to be escalated to something they call "Advanced Tech Team" or something like that. This team will decide if engineering are needed. The appointment with the engineer could not be brought forward, we had to wait and that's that. Interestingly, Things improved after the engineer had been, but as it turns out only temporarily. We now have intermittent internet and frequent interruptions on a daily basis. We asked them on November 25 to try to monitor things. They ignored. Each we call them they give us the same spiel. Try so and so, which we have already tried anyway as by now we have become experts in troubleshooting internet. Eventually, today December 19 we talked to a manager. It looks like we might have to wait for at least a week before something happens.
    You see, the standard model for a broadband provider is customer service, hands on work-engineering and hardware. They fail in all three categories. The service people will try to put you off by suggesting the same kit and caboodle each time you talk to them. They are polite most of the time, but it would be better if they were to do their job instead. Engineering support is practically non existing. I suspect their engineering network is too small. So if, like in our case, the problem is outside the property, and we can prove it, even though they keep on asking us to repeat the same tests that we have repeated many times now, that's it, you basically had it. We have put a huge amount of time and effort, missed many of our online meetings from work, huge upheaval and disappointment, this is the year of COVID where many people like ourselves work from home and they need a robust internet connection. But they cannot provide it. Not only that, but they are not committed to providing a good service. Despite what they advertise at the front of their website.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Be very careful if you are considering signing up to Hyperoptic. They are a bunch of amateurs, not real professionals. They are vastly increasing their network footprint without building in IPv6 infrastructure to the point where they have had to implement CGNAT. In practice, this means you have to share a public IP address with several other customers. This prevents you from connecting to your home network from elsewhere. It has also resulted in problems with unstable network speeds and inability to connect to certain websites.

    This morning I was unable to connect to the British Airways website despite being able to do so from my work network and from my mobile phone (on 4G). I called up customer services only to be told that this is a frequent issue because website providers sometimes block shared public IP addresses they do not recognise and that I would have to call up British Airways myself to resolve the issue. The other option I was given was to pay an extra £5 per month in order to have a static IP address. This is ludicrous. Surely it is the ISPs responsibility to resolve these issues and completely unacceptable that I should have to pay an extra £5 a month just to have the privilege of a working internet connection! Why should customers have to do their job for them?!

    In summary: dreadful customer service. Poor network infrastructure and the bosses are clearly only interested in making money and don't give a toss about their customers. I wish I had stuck with my Sky Pro ADSL connection. It might be slower but at least I know it is reliable and actually works.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY AWAY from this awful company. Completely inconsiderate - when I initially ordered I've been asked to wait for 2.5 weeks for the next available installation date. Now they have cancelled my broadband installation one day before arranged installation date and rescheduled it another 2 weeks after without consulting me. I called them and explained that I've been living without internet for 3 weeks already to which they replied, there's nothing they can do, although it says on their website that they will prioritise for customers who don't have internet connection. I could've ordered with some other broadband provider if Hyperoptic were transparent and and would give me more notice before cancelling installation. I never felt so let down and frustrated by a service provider.
    Also it's apparent that they are cutting costs by outsourcing their customer services to Serbia with staff who's English is rather poor.

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