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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Super quick install by a friendly, professional engineer - and it was great to be able to book my install online on a day that suited me. The service has been really consistent and I haven't experienced any buffering since switching providers. Love the customer service team too!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      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
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible terrible company. AVOID AT ALL COSTS!

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

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

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

    I hope it saves someone else and their phone number, I wished someone warned me beforehand.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Not sure about all the negative reviews, but my own experience with Hyperoptic for the last 3 years has been all positive. Great speed, reliable connection, particularly important nowadays while working from home, good customer service.
    Only recently had an issue with the broadband, called customer service on Friday, had 2 blokes visited my apartment couple of hours ago (on following Monday), changed the router and all back to normal.
    Perhaps their service is not consistent and depends on the area, but again, my experience with them in south east London has been all positive.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day.

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

    Highly recommend
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    So I was to my knowledge the first person in Edinburgh to have this service activated. We had 5mb before via BT as the exchange was not enabled for Fibre, very annoying. Hyperoptic came along, 1gb DL you say... this is fast, very fast, now I dont expect to get 1gb all the time and when am plugged in most of my devices PS4 pro, fire tv, etc etc their software restricts speeds or ethernet cards dont allow you to use the true value. but i get a solid 150mb - 200mb on those and 600+ via macbook pro. If you using wifi all the time dont bother with 1gb package as the router doesnt support those speeds only up to 70-80mb its always up there and only seen a drop off a handful of times in general never really noticed a drop in speed to date after nearly 2 months of use. Solution to wifi speeds, buy a Unifi device plug it in and make that your wifi access point, boom iphone 7 and macbook jummp up to 200mb - 300mb, so yes 1gb service is amazing, but as most devices dont support or handle that 100mb is prob more than enough after the intro offer IMO. Unless they bring out a new router that support quicker speeds (one for the future as I know its a new service) but doing some great things so keep it up. Also your customer service have also been top notch and helped with forwarding ports for gaming and taking away a lot of thinking. Helpful team each time I have called in. overall very happy and never had any issues to date.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusting service , engineers were unqualified and were rude and a complete shambles , it took 6 months for installation of router and the connection is unreliable and pretty useless, don't get fooled with this service you're better off with BT or one of the named providers - this lot are a bunch of Cowboys ripping you off !!!!
  • 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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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
  • Reviewer
    Location
    colidal
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Best broadband you can get bet sky/bt any time speed is really good
  • 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
    Canary wharf
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve been a hyper optic customer for over 10 years. I have been generally disappointed with the speed of my 150 gb.
    It is not uncommon to have streaming movies start to que.
    especially around 11pm to 1:00 am the speed is horrible.
    I don’t get it. It is fiber optics. I’m grateful that we are finally moving and I can pay their cancellation fees after being a customer for 10 years. That’s hyper. I wish I never met you.
  • 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
    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
      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
    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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Seemed very good to begin with, was happy to pay way over the odds as you get high speed fibre broadband straight into the building.

    However, recently it has really been flaky. I have the top package yet I don't feel the benefits of this.

    YouTube often buffers on TV, pages load very slowly and Netflix connection is OK at best.

    For this kind of money (£60/month) you would think that you would get top end equipment, service and performance.

    As I write this I have been waiting for support now for 45 minutes on the phone with no sight of support.

    My pages load incredibly slowly and I have to restart my modem/router on regular basis. So not such a happy bunny at £720 a year.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      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
    Liverpool
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I switched from sky as my internet always stopped. I would highly recommend Hyperoptic for its speed and reliability. It took me a day to download a movie with sky and two minutes with Hyperoptic. It was like going to the future from the stone age.
  • 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
    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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    Comments
    1 month since I signed up - had to miss 4 days of work waiting for installers that don't call, don't show, or leave with the job unfinished. Had to call customer service nearly every day, getting different answers every time. I was promised in writing that installers today would finish the job. Still no internet, and another installation scheduled. I cancelled my old provider with a 2 week overlap from when hyperoptic was supposed to be operational, but because of delays I've now had no internet at all for a week. I would have never signed up if I knew that it was going be like this.
  • Reviewer
    Location
    Leeds
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have 100mbps download/100mbps upload service for two months now. It's the best Internet I've ever had!!
    That's the first time in my life when something was so good, that I decided to share my opinion with others.
    100% reliable so far, perfect speed accessible all the time. After many years of struggle with BT 16mbps download/1mbps upload, fastest available at my apartment, I finally feel connected! I was really hesitating when I was reading all those negative reviews here on broadband.co.uk, but I'm extremely glad I decided to apply. Now I can't even imagine anymore how I could live without it!
    Hyperoptic with it's 100 or even 1000mbps broadband is really far ahead others. The best confirmation is actually the negative review given because wifi won't support those speeds. Seriously? It's really not Hyperoptic's fault that today's wifi is not there yet ;) Sure, they could support very expensive 802.11ac standard, but most devices won't support it anyway. And you can always put your own wifi access point if you really need ac wifi. I might be old-fashioned with my desktop gaming PC connected over the wire, but that's the way to fully take advantage of this crazy fast broadband. And the comfort of finally being able to upload all those hundreds of gigabytes of personal pictures and videos to the cloud for a secure backup is really wonderful. Hyperoptic, you've made my life better, keep on doing that for others :)
  • Reviewer
    Location
    Birmingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been very lucky to have access to the hyperoptic network. As a customer for 2 years I've never had any issue, speeds and reliability are fantastic, value for money is excellent and their customer service on of the least "non-robotic" nowadays. 5 stars all the way. I hope they continue like this
  • 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
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Hi, really sorry to leave a negative review but the service provided is actually not that good anymore. While obviously still higher download speeds and reliabilty, I would have expected more from what we call "superfast fibre". At times I have 12MB and was told tat everything is fine on "their sides". Means nothing is right on my side then? Bad customer experience.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Absolutely shameful conduct by Hyperoptic. We had to cancel our contract due to moving home for personal reasons. When I explained this, despite having been a loyal customer for nearly two years, I was informed I would have to pay exorbitant charges to leave the contract; no discretion was employed at all. Having disputed this and asked them to reconsider, I am still waiting for a response after eight days. In the meantime, we have been contacted by the new tenants of our old flat (which we no longer live in!) and been informed that Hyperoptic will refuse to connect them until we have resolved this dispute. Essentially, they are holding a new tenant to ransom over this in an attempt to guilt us into coughing up for their heavy charges.

    I have never been more distressed, angry and disappointed by a provider in my life. You will find they are very friendly and helpful when you first sign up, but their customer care after that is utterly shoddy and they have no interest in you as a customer, only in how much money they can extort from your wallet. I would suggest you avoid Hyperoptic if you possibly can and go with an established, reputable provider.
  • 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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    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...
  • 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
    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
      4 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Use them for the speed, for that they're great. For the rest, meh.

    Their supplied router is rather mediocre so get a better one. (Doesn't even do 5GHz.)

    Also, don't e-mail them about anything technical because they're not going to give a useful answer. Support for IPv6 not coming any time soon either.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Great bandwidth. Unfortunately poor customer service. It’s the second time that they have given us 2 weeks notice for planned maintenance. As someone who has to work from home, their planned maintenance/outage during office hours can’t come at a more inconveniet time.

    We have begged them to either carry out the work during out of office hours or weekends, but they were not willing to change
  • 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
    Islington
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The speed is terrible, I might as well be on dialup. Webpages don't load that used to load, youtube buffers, movie streaming goes all pixelated and continually pauses, sometimes I can't even load facebook...or even google!
    Customer Service is efficient and can get through, but whats the point when the product is rubbish?
    speedtest.org numbers shows that its better than my previous provider, but WHY do all these problems happen then? I might as well go back to ADSL because even though it says a larger number on Hyperoptic fibre, the ACTUAL experience is SLOW.
    I don't understand all the positive reviews - perhaps it is localised ot my building, but when i call they say no issue with my area or building. Its getting worse by the day, and I have seen our neighbours installing hyperoptic too... will leave Hyperoptic as soon as I can, even if it means paying out the contract. Its terrible.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Speed is good but if you’re a renter stay away - they demand you leave the router in the property when you vacate. If you choose to just take it then you’re charged £70. The reason why this is an issue is because most rental properties do a check-in and check-out report and if anything is left in the property you incur a charge. As such, leaving the router will then incur a charge from your estate agent so you’re screwed either way. It’s also a bit sly as it forces the new tenant to get Hyperoptic (which is quite aggressively pushy) and doesn’t allow for a fair market. The speed is good though, but a heads up to any renters that you will essentially incur an additional fee if you then leave the property you initially had Hyperoptic installed in.

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