310 Customer Reviews over 31 pages
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- Location
- UK
- Reviewing
- Hyperoptic
- Date
- 2022-08-26
- Comments
-
Absolutely shocking service.
Do not recommend.
Ive had people coming out to my property to set me up, yet nothing is documented on the other side so they wont let me internet go live. No one gets back in touch or leaves you waiting without resolving anything.
Asked to speak to a manager but refused to let me speak to one, refused to give their names when wanting to know who i am talking to.
They are wasting peoples time, no communication from anyone and not even trying to resolve anything.
As of 26th - still no internet.
Called to cancel due to the time wasting provider that doesnt care about customers but want to take their money.
Ive had no internet since been with them, they have sent me a bill.
Today i called to cancel die to been a joke and they told me i will still have to pay a months worth of my wifi, even though theres been no internet in the property since signing up to hyperoptic.
One joke of a company if they can even call themselves that. Cant provide a service yet they still demand money.
Also you can never get through to a manager, Why is that?
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-08-17
- Comments
-
DO NOT USE THIS COMPANY
DO NOT USE THIS COMPANY
Pathetic customer service. Had an issue of internet speeds dropping once per week leaving me unable to work from home. This continued for well over a month which led to a significant loss of earnings. No help or compensation offered
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-14
- Comments
-
This service allows themselves outtages that 4-5 days long and even more. The customer support treats you like a child and does not give you any information, estimations or compensations. Be ready that if your service is down a "sorry we are doing everything we can" from an agent is a maximum that you will have.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-09
- Comments
-
I signed up using the business section of the website, was given a price of £24 a month and £29 installation for my property.
On installation day the service couldn’t be connected due to missing cables (the engineer was excellent and lovely and did his best to get things sorted but needed to refer to another team to install some extra cables).
I received a phone call a few days later to inform me that they’d given the wrong price and would not be honouring the price we agreed, they now wanted £60 a month and £100 set up fee for a slower 100mg service! I said absolutely not and after chatting with their supervisor the caller said the best they could offer would be £27 a month and £50 set up for the slower service, and tried to manipulate me into accepting this by insisting it was a “good will gesture”.
I’ve cancelled and will go with a company that doesn’t use such dishonest, manipulative and shady practices as to demand a huge price hike when you’ve already agreed a price and started the installation process with them. Shameful Hyperoptic!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-09
- Comments
-
If you'd have asked this question a fortnight ago it would have been fives across the board, but our internet went down over a week ago and they've done bugger all to sort it, other than to fault the circuit out to openreach and just sit on their arses.
Trying to get information out of them is like trying to get blood from a stone, and they seem strangely reticent about dealing with management companies for faults impacting a whole site; insisting on their customers acting as go betweens which is annoying to say the least and smacks of a stalling tactic. I'm a network engineer myself and I know you have to ride openreach hard to get them to perform if it's anything out of the ordinary.
When the service works it's bloody amazing. I've had the 1Gb product since they wired our site up and it's never been down more than a day until this week. Boy, are they making up for lost time :(
TL;DR Ask yourself "Do I feel lucky Punk, well do ya ?" (with apologies to Clint !)
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Well, the title says it all. No customer service, no support, no help, no explanation, you are left in the dark! - That's it!
When you are with them, you get the product but not the service. If the connection works, then you get internet. If no connection, no internet, you get nothing, na-da, zip...
It has been 4 days without internet! So far, no-one knows why, when it will be back and what has been done (or anything was done at all)
I have been asking since day one, what should I expect, whats the timeline, how long would it take.....
None of these are answered, I had no support, no help despite contacting the support team via multiple channels... I already lost decent money just because I can not do the work I was supposed to, could not get a new contract because I had no connection on that day.
On top of all this, 4G is bad where I am so dont have alternative means of connecting to internet....
If I had a choice, I wouldnt hesitate to leave Hyperoptic and switch to another provider!
- Location
-
- Location
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.
Since then lost telephone VOIP and no reply to online query.
On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.
Only reason I’m staying is they are taking on the big boys.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-29
- Comments
-
My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-08
- Comments
-
Today is 3rd day since the internet is not working. Tried calling customer care guys dozen times and every time they say engineers are out and engineers are out. When asked what is the issue they say we don't have technical details neither they have any ETA when it will be resolved. I am getting a feel customer care executives are just given a script to read when customers call. Extremely frustrated as I am not able to do my office work. I am not going to continue Hyperoptics for the pathetic customer care service they have given as my contract is suppose to renew next month.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-07
- Comments
-
Useless. Cancelled installation 3x with no notice. Just did not show. Then give you new slot 4 weeks away then cancel that. On hold for 45 mins and more. The worst service. Do not get.
- Location
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