313 Customer Reviews over 8 pages
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- Location
- salford
- Reviewing
- Hyperoptic
- Date
- 2020-03-02
- Location
-
- Location
- LONDON
- Reviewing
- Hyperoptic
- Date
- 2020-02-18
- Comments
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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.
- Location
-
- Location
- Central London
- Reviewing
- Hyperoptic
- Date
- 2020-02-18
- Comments
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Terrible service. Cancelled installation at last minute. Make empty promises. Full of people who do not care if what they say is true or not. Please be ethical and truthful when you provide a paid for service.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-02-11
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2020-02-07
- Comments
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LIARS - AVOID AT ALL COSTS. If I could give zero stars I would. Twice booked an installation with them, they confirmed they would be able to install it in my flat and told me they had installed it in my neighbours' flat (I have pictures of messages confirming this), engineer arrived and said it couldn't be installed. One of them is lying. Terrible company. AVOID.
- Location
-
- Location
- London SW18
- Reviewing
- Hyperoptic
- Date
- 2020-01-06
- Comments
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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
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2020-01-02
- Comments
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Overall cant complain. however fibre is costly compared with competition.
Reliable connection that rarely drops (had to reboot router minimal number of times within 12 months).
Customer services on the 2-3 times I dealt with them were very helpful when signing up and when troubleshooting smart TV connectivity issues. They even set up a different local network for me called TV with different settings to help make the smart TV functions work - turned out the range or reliability is just poor on Samsung smart TV's and needs a wired connection to avoid drops. (nothing to do with hyperoptic router or internet speed - I resolved issue with a powerline adapter)
However I have just changed providers to Sky following an attractive black Friday deal which is maximized when bundling as many services together. Lets hope Sky relibaility is similar.
(Note - City Centre location)
- Location
-
- Location
- Poplar
- Reviewing
- Hyperoptic
- Date
- 2019-11-12
- Comments
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Works fine most of the time. Have occasional connectivity problems. Broadband is down today, they boast a 24 hour chat service, but the waiting time is far too long, so I waited and quit, hoping they'll have it fixed by the morning. Not impressed.
- Location
-
- Location
- Slough
- Reviewing
- Hyperoptic
- Date
- 2019-11-07
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-10-31
- Comments
-
After having a really bad experience with Hyperoptic service in a previous apartment I swore I would never have anything to do with them again. Unfortunately we have just bought a new apartment where Hyperoptic is the only realistic option because alternatives are super slow. After waiting 2 weeks for an engineer to come I took the morning off work for the appointed time slot and needless to say nobody turned up. No text message to say they were going to be late, no email from Hyperoptic apologising, nothing. I spent two hours on the phone to 3 different people trying to find out where they were. Eventually an engineer turned up two hours late and explained that two engineers were always required in this building and they only sent one. So yet again we are at the receiving end of this company’s utter incompetence. I simply do not know how they are in business. A manager pointed out their customer service award which based on my experience in two different properties is an absolute joke. I would strongly advise having nothing to do with them unless you have absolutely no alternative.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2019-10-18
- Comments
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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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-10-18
- Comments
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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.
- Location
-
- Location
- E1 London
- Reviewing
- Hyperoptic
- Date
- 2019-10-15
- 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 -
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-10-14
- Comments
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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!
- Location
-
- Location
- Newcastle
- Reviewing
- Hyperoptic
- Date
- 2019-10-01
- Comments
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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 !
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-09-26
- Comments
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I had Darien come set up my internet broadband and he was really helpful and precise and got the work done easily without creating a mess.
- Location
-
- Location
- LONDON
- Reviewing
- Hyperoptic
- Date
- 2019-09-16
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-09-13
- Comments
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speeds constantly down. have to phone up to fix it every time
- Location
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- Location
- Southampton
- Reviewing
- Hyperoptic
- Date
- 2019-08-19
- Comments
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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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-08-11
- Comments
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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
- Homerton
- Reviewing
- Hyperoptic
- Date
- 2019-08-05
- Comments
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Had for over a year and it's super fast. Customer service answer calls quickly and only had a couple of outages in the whole year. Happy customer
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2019-07-16
- Comments
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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.
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2019-07-05
- Comments
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Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you
- Location
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- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2019-06-05
- Comments
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Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much!
- Location
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- Location
- London Strata
- Reviewing
- Hyperoptic
- Date
- 2019-06-02
- 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.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2019-05-29
- Comments
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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
- Location
-
- Location
- Romford
- Reviewing
- Hyperoptic
- Date
- 2019-03-29
- Comments
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The customer service I experienced with Hyperoptic was very nice. I have never called, only used their chat service. I have never had to wait for than 2 minutes for someone to chat to. The only times I had to get in touch was to set up the account and at the end of the 12 month period. Very helpful staff. Even the engineer who came to install the socket was helpful and courteous.
I started with the 1GB account, but only got 270Mbps. There was something wrong with the line. I then changed to the 30mbps one (which was enough for me). One an average, I would get 20-25mbps.
If you are debating on using them, I highly recommend using them.
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2019-03-12
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-03-05
- Comments
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Service started out great, brilliant support all the way through the contract, but then...
I found out they signed me up for a 12-month contract for £67 per month right before I was due to move out.
Based on their site £64 is pay as you go 1GB service, and 12-month contract appears to be £46 per month.
I discussed this with their management and they advised that this was a contract I signed, my question is why would you give me the worst possible option (doesn't sound very customer-centric to me).
So it sounds like they screwed me from the start. Safe to say I would not be recommending these guys any time soon.
Luckily I only had about 2 months left in the contract as I had to move out of the property I was renting, so I ended up paying for the remainder 2 months.
So, I worked out that the lifetime value of a customer for Hyperoptic is around £128. I would have been happy to take them to my new place, but since they were such (expletive here) at the end I have chosen to stay well clear of them.
Just a word of caution to everyone else looking to sign up.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-02-04
- Comments
-
Buyer beware when you first get Hyperoptic you get the speed you pay for after a couple of weeks it drops by half when I ring customer service the guy trys to tell me im getting the spped I should be and must be something broken on my pc that's doing that I tell the guy dude I build and fx pc's for a living and I can tell you 1000% theres nothing in a computer that can reduce cable speed so he hung up on me ….ill stay for the year as its still better speed then I was getting before but if I see a better offer im gone
- Location
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- Location
- Bristol
- Reviewing
- Hyperoptic
- Date
- 2019-02-02
- Comments
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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.
- Location
-
- Location
- Richards
- Reviewing
- Hyperoptic
- Date
- 2019-01-28
- Comments
-
Truly terrible. Intermittent and slow (when it works!) Currently have been 4 days without WiFi, when all other providers in my block of flats are ok. I work from home, so have had to sit in cafes to get internet to work for the past few days. No apology or compensation from customer service, and no commitment to a ‘fix date’. Have terminated my contract. Will never use again!
- Location
-
- Location
- Isle of Dogs, London
- Reviewing
- Hyperoptic
- Date
- 2019-01-14
- Comments
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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
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2019-01-07
- Comments
-
Worst internet connection ever. I find the 1GB Fibre connection to be slower than my mobile phone 4G signal. I have to take my devices off the WiFi to get anything to load. Tethering my laptop connection from my mobile phone as I type. Can't wait to cancel the contract.
- 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
- 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
- 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
- Brum
- Reviewing
- Hyperoptic
- Date
- 2018-12-01
- Comments
-
If you have problems with the connection getting slow after a while, it's probably the router. These things have to do an incredible amount of work (thing of massive Cisco routers in big organizations) and this one is just not up to the task. Not just this one: most of the consumer routers that are around today are rubbish (Netgear being the worst, Asus the best).
So, if it happens to you, try the usual M$ remedy: stop and restart. Don't do it by pulling the plug, though. Connect to your router via its web interface (http: //192.168.1.1), login as Administrator with username=admin and the password you find on the bottom of the box the router came in. Click on "Login", select TOOLS from the top menu, click on "Restart system" on the left and, finally, click on the "Restart system button". Give it 2/3 minutes to restart.
Apart from this, Hyperoptic is top-notch.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-30
- Comments
-
Been over a year. Contract finished, call them and offer me a better package and free upgrade for the modem. The new speed upgrade is amazing and the modem flies! For £25 a month I think it’s a bargain. 2 kids on youtube, streaming a football match, wife on the pc and everyone is happy at peak hours. Defo recommend it!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-18
- Comments
-
Our building went Hyperopic about three months ago in a building of 60 flats although I don't know what the uptake rate is in the building.
I have the 1Gb/s package and a wired Ethernet network including wired connections to my my Smart TV and Amazon Fire Stick.
I have been very pleased with the connection, made a huge difference to when multiple devices were using bandwidth simultaneously.
Ping varies between zero and about 7. When the network is not busy, Downloads Ookla speedtest and steam dowwnloads usually come in around 800Mb/s which is very good, during peak times there is less bandwidth but will usually not go below 400+Mb/s. Uploads more variable, usually 800+Mb/s but sometimes a lot less, presumably depending on what the neighbours are doing. The best speed I have clocked on the wireless 5Gz connection is about 300Mb/s.
It has also made me realise how slow a lot of the internet still is...
- Location
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