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
    3.7 stars
  • Customer Service
    3.8 stars
  • Speed
    3.8 stars
  • Reliability
    3.7 stars

Based on 141 customer ratings since 2019-10-01 (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.

175 Customer Reviews for Hyperoptic

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Reviewer Location Reviewing Date Ratings
Awesome Service, Great offers, worked within my budget, absolutely satisfied
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Roehampton Hyperoptic  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Romford Hyperoptic  
The installation engineers were forced to lay new cables which they did in parallel with my Sky TV cable. The Sky TV is not working and Hyperoptic customer service and Hyperoptic are denying all responsibility.
Dont use a company that damaged your home and then denies all responsibility
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Rotherhithe, London Hyperoptic  
Just found out from my bank of massive price increase on my Direct debit without any notification from them
Please beware in case you go overdrawn
Disgraceful behavior
salford Hyperoptic  
Good unless it goes wrong. Installers were terrible, 0 customer service. Internet has just gone down, will take 2 weeks to get an engineer out. No Phone, No internet for 2 weeks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Se16 Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Hyperoptic  
Disappointing customer serivce. Internet down Friday to Monday and have had to buy extra 4g to get work done. These things happen, but no refunds are being offered for the days without service. It wouldn’t take much to knock 10% off the bill when 10% of the service never arrives. Currently just paying for something I can’t use.

Will not be renewing.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Sheffield Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Slough Hyperoptic  
Have to wait 3 and a half weeks for installation within my apartment. Be aware: when it is installed, the cables will all be exposed (looking awful) unless you pay extra for them to be hidden.

In my view, I think they sucker the managing agents of buildings into installing their service. Apartment owners are then trapped because Hyperoptic then have the monopoly and you're stuck with their terrible service.

In my opinion: useless. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South London Hyperoptic  
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
  • Satisfaction
    1 star
Southampton Hyperoptic  
Love the speed, HATE THE HARDWARE!

I have been with Hyperoptic a month. I'm on the 100Mbps package.

The installation was lightning quick, within a week, despite having run into problems at their first attempt (2 days after ordering). They sent round a senior engineer to resolve the issue. I was connected within an hour of the installation being completed.

The speeds are consistently high (normally around 95Mbps download, 75Mpbs upload when tested on speedtest.net), and I'm not experiencing any service drop outs. It's noticeably faster than my previous BT connection.

The only problem is the router provided. It is a single band router (2.4GHz only). Since Hyperoptic only services large developments, this means there will be lots of competition for bandwidth and wireless channels. As a consequence, despite having 100Mbps available when wired, wireless was only achieving 8-10Mbps in most areas of the flat. The BT router was much better in that respect.

Luckily, I had another top of the line ASUS router in the cupboard. I ditched the Hyperoptic one and used my own. Now everything is fine.

So, in summary, if you crave high speed wifi, then you will need your own dual band router.

Also, make sure it is highly configurable, especially on the WAN port which you will need to configure manually. I can recommend the ASUS RT-AC68U, but that is a fairly expensive option at the moment.

If you are always wired to your router, then this will not be a problem. The Hyperoptic router is 1GBPS when wired, so more than fast enough for home networking.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southwark, London Hyperoptic  
I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).

However, since Saturday my broadband has been out of service. I've tried calling their customer service number and after several attempts I got through only for them to tell me they are aware of it and engineers are on their way.

This was two days ago, and I've called 3 times since only for the same response "they are aware of it and engineers are on their way".

It seems they don't work on the weekends or it maybe they've got stuck in traffic for the past two days?!?

Nevertheless, its pretty poor service. Sky or BT would have had the issue fixed within 24 hours or atleast not "fibbed" about sending engineers.

Sort your selves out Hyperoptic!!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Stanmore Hyperoptic  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Stratford upon Avon Hyperoptic  
The most unreliable company I have experienced!
They are cheating on the speed. They are always available at customer service but they lies with the information about the price. They are talking in the way to confused you and avoiding to sharing the real final price and what you will pay finally.
Try to avoid them.
  • Customer Service
    2 stars
  • Speed
    2 stars
Sutton Hyperoptic  
For the last two months I am on their 1Gbps package. I am lucky enough to have the "fibre to premises" installation that Hyperopic did on a new development. first, their customer service is ace. They really try to support their clients and they don't have the inhuman-machine response or preselected responses like other providers. As much as i wanted to write a good review I am quite disappointed with their speed. I never managed to get more than half of the 1gbps even wired. Engineers visited and they could only do it with a raspberry pie that is meant to do speed tests. Their computers (wired) and phones (Wifi) didn't get even close to 400mbps. Their decision was that "the line is fine" i just need to test with other devices. Moreover, the reliability to the network is not that good. Sometimes I get 6-20Mpbs (on 2.4) and at the same place in non peak times I would get 3,4x times that. Good company, but they really need to sort out their speed, especially when my infrastructure is the best they can give.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Welwyn Hyperoptic  
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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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