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 124 customer ratings since 2020-05-14 (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 20 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London SW18
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    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.
  • 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
    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
    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
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • 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
      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!

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.