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
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Read some negative reviews. However personally have had brilliant service with Hyperoptic in the last several years, always someone to pick up the phone and very good attitude even if you are looking to terminate your contract with them (decision to terminate contract has nothing to do with their service).
    Their customer service is always excellent! Best wifi service I have ever used in UK.
  • 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
    north east
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I clicked box to keep landline number on an online form.

    But they didnt process it, as they needed me confirm details. but no one called me, engineer said nothing or no letter.

    Lost number ive haad for years.
  • Reviewer
    Location
    north east
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    engineer arrived with no mask or cleaning liquids. was moving around fast and couldnt keep distance quick enough at times. when i asked him about distancing, he said dont worry, ive already had it (covid19). I thought , how do you know its gone, we dont fully understand it yet
  • Reviewer
    Location
    North London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    you start with an awful installation on your wall, they do not care about your flat. Speed is very variable and forget the marketing published super speed. Customer care does not work, experiencing delays in answering is ordinary. I am moving to another company.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      5 stars
    Comments
    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)
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Ordered internet for my new flat and booked in an installation 3 weeks in advance. Engineer never showed up! I contacted them to be told that they weren't coming because they had failed to send risk assessment forms - and they didn't even contact me to tell me! Now nearly a week later and I am still without internet and no booked in installation.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid this company.

    The internet drops out all of the time, you speak to customer service who say the speed is fine. It does look fine when you use speedchecker etc. However when you need a constant stream (gaming), it drops down to 0-1 up and download speeds, only for a few seconds but enough to either disconnect or frustrate you.

    I am suprised they are getting away with advertising the speeds they do.
  • Reviewer
    Location
    Nottingham NG1
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    My 100mb package delivers 17mb on average. When I've contacted them they say it's down to wireless issues and basically it's my fault - this is despite 2 devices are plugged in!
    I'm going back to a mainstream provider.
  • Reviewer
    Location
    NW London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Great internet. Reliable, fast and immeasurably better than our previous connection with Sky!

    We recently moved into a block flats that had already been pre-fitted with Hyperoptic so the whole setup process was fairly straightforward.

    There was a slight faff with the delivery of our modem and upon first setup the internet didn't work (hence the 4 stars given). However, after a 15 minute phone call to customer services we were up and running and haven't had any problems since.

    I receive and send a lot of files for my work and since switching from Sky in our old property to Hyperoptic my upload times in particular have gone from 30-60 minutes to about 5-10.

    Almost 4 months in and very happy.
  • Reviewer
    Location
    NW London, UK
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Tl;DR: Don't fall for the 1Gbps marketing. Or any of the "faster speed" marketing on their media. Just another average provider, they just stretch the facts more than usual.

    Being honest, if you only need an average connection and northing out of the ordinary - just like with Virgin, BT, SKY, Talk Talk and others - and DON'T need the speed that they advertise you may be just fine. Just like any other average connection.

    But if you're choosing them for the "fibre to the property" and the "over 12x faster than the UK average", don't step any further.

    For emails and ocasional netflix/YouTube it's okay, but if you happen to work from home and make regular video conference calls/meetings, or work with heavy files, or stream 4k video, etc., manage your expectations and proceed with caution (or broaden your search).

    I have been a Hyperoptic client for about 14 months now. Got the 1Gbps from day 1 and according to Hyperoptic own tests my speed is less than 500mbps download - tests performed by their own engineers are attached.

    After months with back and forth, several tests on my end and many visits from their engineers (with loooong waiting times for responses and huge lack of communication in between themselves) they are now just offering me to downgrade, as they can't deliver on what they sold.

    Yep, so all that competitive advantage marketed all over their media that made me choose them over Virgin is out of the window. And they don't really seem to care.

    For the record, I have spoken with other people in the same building and many others are going through the same issue, but Hyperoptic is never clear about that, nor has provided with any idea on when the issue will be resolved.

    The way they also handled the whole low-speed complaint was very unprofessional, with one of the engineers even trying to convince me that under 500mbps on a 1gbps connection was "very good".

    Overall I see huge potential in the company and hope they improve very soon, but right now what I can see is that they're overpromising and underdelivering. It's a petty.
  • 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
    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
    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
    Poplar
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.
  • 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
    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
    Queensway
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrible service, wifi hasnt been working for 2 months now, still paying for it! An engineer came to fix it but said he had to leave as he had to have more time. Really dfficult to book an appointment if you work on weekdays. Customer support is horrible, minimum 20 minutes waiting time before a reply. Do not recommend
  • Reviewer
    Location
    Reading
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been using Hyperoptic for the past two years, after BT's wheezing offering sank to 128Kb/s. At first I used the 100Mb/s service, but I just upgraded to 1Gb/s, at which point they gave me a new 5GHz router. This is important, because while I get 850-900 Mb/s plugged directly into the Hyperoptic socket, this drops once you route the signal further away, depending on the link used.
    I just tested this using a Mac mini with a Broadcomm Gigabit network card in the room above the router.
    A 15m Cat7 Ethernet cable gives 350 Mb/s.
    5GHz Wi-Fi gives 320 Mb/s.
    Switching to 2.4 GHz, the speed drops to 40Mb/s!
    A 600 Mb/s Powerline link only manages 90 Mb/s.
    So the 5GHz Wi-Fi makes a big difference.
    Hyperoptic's customer service is light years ahead of BT's. They are responsive and polite.
    They don't help themselves with their glib information leaflets, which are light on real information. For example they say that "some older hardware may not be able to take full advantage of super fast speeds". What that actually means is that lots of even quite modern kit still ships with "Fast Ethernet" i.e. 100BASE-T network cards, limited to 100Mb/s, including many smart TVs, and a lot of laptops out there will still have this. You need kit with 1000BASE-T Gigabit network cards to consume this bandwidth. Hard to get used to the internet not being the bottleneck!
  • Reviewer
    Location
    Reading
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been with hyperoptic for almost 3 years and I have to say it has been 3 fantastic years; great speed with only few occasional slowdowns, the customer service also quiet good; in one occasion I had an engineer on my doorstep within 1 hour and it was Saturday so well done. The only thing I don't like is the availability, hyperoptic is not your typical internet provider so don't miss the chance signing in if they are in your neighbourhood.
  • Reviewer
    Location
    Richards
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    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!
  • Reviewer
    Location
    Richmond
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Speed like I've only seen on my local network before. It's generally at the 93Mbit mark for download and 95 for upload. I'm on the 100Mbit service, so this is really very close to the advertised maximum.
    I find the symmetric speeds (i.e. same up & down) to be fantastic. Good download speed is all very well, but services with slow upload speeds don't tend to cope too well with video chat. The hyperoptic upload speed provides a brilliant video chat experience.
    There is a 1Gbit service, but I honestly can't think what I'd do with that much bandwidth. I am a fairly high end tech geek but rarely max out this 100Mbit service. Ten times more bandwidth? The mind boggles.
    For gamers, the ping time is an awesome 2ms. I don't game at all, but that is a ping time which would normally be associated with a local network. Certainly not broadband ping times.
    I'm as impressed with this broadband solution as I think I could possibly be. It is flawless so far for me.
  • Reviewer
    Location
    Roehampton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Awesome Service, Great offers, worked within my budget, absolutely satisfied
  • Reviewer
    Location
    Romford
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    Rotherhithe, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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
  • Reviewer
    Location
    salford
    Reviewing
    Hyperoptic
    Date
    Comments
    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
  • Reviewer
    Location
    Se16
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Good unless it goes wrong. Installers were terrible, 0 customer service. Internet has just gone down, will take 2 weeks to get an engineer out. No Phone, No internet for 2 weeks.
  • 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
    Sheffield
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    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.
  • 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
    South London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • 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
    Southwark, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    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.
  • Reviewer
    Location
    Stanmore
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).

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

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

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

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

    Sort your selves out Hyperoptic!!
  • Reviewer
    Location
    Stratford upon Avon
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    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.
  • Reviewer
    Location
    Sutton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    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.
  • 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
    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
    Welwyn
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    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.

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