313 Customer Reviews over 8 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-02-23
- Location
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- Location
- Richmond
- Reviewing
- Hyperoptic
- Date
- 2017-01-23
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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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.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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We've been with all the big players in the game (e.g. BT, Sky, VM etc) and Hyperoptic is undoubtedly the worst experience I've had. Terrible, terrible service all around. Avoid them at all costs.
- Location
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- Location
- Brentford
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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Hyperoptic are an enigma of a company, when it works, it's very good. When it doesn't it's terrible.
Let me start with the installation. When the engineer arrived he told me he would only be able to install my socket within 10M of my front door. This is an issue for me, as the front door is nowhere near the living room where most of my connected devices are. That being said the speed of installation was quick and the guy was efficient and knowledgeable.
When working, the internet is ok but there are some issues. For example the wireless speeds. I have never had above 32Mbps even an optimal distance form the router. I expect some degradation of performance over wifi but 68 Mbps? or, to put it another way: less then 2 thirds of the speed I am paying for! Due to my installation issues I get about 0.5 Mbps in my living room.
Even connected wired straight out the back of the router I only get 82Mbps. This is much less than acceptable. It's basically an outright lie to say I'm receiving the 100Mbps service I am paying for. I'm not sure how they get away with this? Maybe no one has reported them to trading standards yet? I assume someone techy would give some excuses using words like "latency" and "load form other users" or some such. However when I was with BT (which is sadly unavailable in my new building) I was paying for an 80Mbps service. They were quite honest in saying I would never get that, but they did say they would monitor the line and make sure it never dropped below 70 and, hardwired, it never did once).
The other issue is reliability. My connection drops constantly. This makes it impossible to watch anything over a streaming service or listen to a streaming music system.
Customer service TRIED to help. IN that the very quickly investigated the issues I was having and they sent me a new router. However the router being the same poor quality as the old one I have exactly the same issues.
I would recommend you stear clear of these guys. The bad outweighs the good
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
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Absolutely the worst experience I've had with ISP; Both the customer and technical support were poor (their diagnostics completely failed to identify my poor connection speeds), the reliability is hit and miss and the claimed speeds only exist on paper. Overpriced and, because their scope of service is quite limited, you're likely to be hit with a big termination fee if you decide to move house. Stick with the usual suspects (BT, Sky, VM etc.)
- Location
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- Location
- Roehampton
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
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Awesome Service, Great offers, worked within my budget, absolutely satisfied
- Location
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- Location
- Bromley
- Reviewing
- Hyperoptic
- Date
- 2016-12-18
- Comments
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Awful and useless customer service. Their speed and reliability is quite good though. But if you need to get in touch with their customer service department, they are pretty much unhelpful and useless.
- Location
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- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2016-12-10
- Comments
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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.
- Location
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- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-11-11
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-11-07
- Comments
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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.
- Location
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- Location
- Acton, London
- Reviewing
- Hyperoptic
- Date
- 2016-11-04
- Comments
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Without doubt the worst company I have ever had to deal with (I'm 68 BTW). No warning on works when the internet drops so no internet, no phone, and no mobile (my signal comes through the router). Repetitive replies to emails. Been with them for 4 years and wish I had never bothered. Have just renewed contract, against my better judgement. They have taken off my free UK calls but are still charging me the same price per month. I am now on my 4th email to them but to no avail. As somebody else here mentioned, all the customer services staff I have dealt with have Eastern European names. Any company that hires almost exclusively eastern Europeans are obviously trying to do everything on the cheap.
When I first started with Hyperoptic I had to send and receive over 40 emails just to get it up and running with a working phone. They even messed up my desire to keep my old BT number.
Avoid! Avoid! Avoid!
- Location
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- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-10-28
- Comments
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Their engineers were in my building and told me to sign up online. So I did. I took a day off work and they installed my socket and router. At no point did they tell me the service wouldn't be live... until after they were done installing. The engineer tells me it won't be live yet and there would be a wait. He couldn't say how long - not even an hint. Customer service have no idea. So far it's been over a month. They still don't know. I see some poor soul on here has been waiting over 5 months.
If there service is this bad before it's even live I'm thinking it'd be best for me to just cancel now.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-10-09
- Comments
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Shockling bad customer service but more importantly extremely unrelaiable., constantly slower service despite subscribing to the faster service. It breaks down reqgularly It is also very expensive. Unfortunately my block Is a already committed to this service. I would avoid this company and go for a better more reliable brand name.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-10-03
- Comments
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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.
- Location
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- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2016-09-24
- Comments
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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 :)
- Location
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- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2016-09-20
- Comments
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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.
- Location
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- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2016-09-11
- Comments
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Purchased the 100MB from Hyperoptic. My downloads were running slow, after checking my speed it was only 26MB. I called Hyperoptic to be told I can only get 100MB if I use an Ethernet cable and not the wireless hub. No where on their website does it say this. The person who fitted it didn't mention it and neither did the sales rep. I cancelled my BT broadband and paid to get out of their contract early. Only to be mislead and sold wireless broadband from Hyperoptic which doesn't actually work unless via Ethernet. It would be interesting to know how many people have actually been sold this and have not checked their actual speed. I called Hyperoptic to complain and got nowhere.
The following is my package details:
100Mb download and upload speed
Unlimited usage, no data limits
No BT landline (line rental) required
Consistent, fast speed
Hyper-hub (wired & wireless) router
24/7 customer support
12 month contract
In very very small print: Gbps speed is not achievable by a single device over wi-fi. If you are looking for a 1Gbps connection to a single device, a wired connection is required.
However, this doesn't say you cannot achieve 100MB or anywhere near it unless connected to a wired connection.. Completely false advertising.
- Location
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- Location
- Cardiff
- Reviewing
- Hyperoptic
- Date
- 2016-09-02
- Comments
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Unfortunately my first week with Hyperoptic was plagued with problems - the phone line didn't work and could only be reset on their end, then the fibre optic line was damaged near Cardiff leading to an entire day without internet, then the service stopped suddenly tonight a whole day after their planned engineering works (with no mention of this extra work!)
I was with Sky before and even if I didn't have fibre optic, I only had 2 minor issues in 5 years with them.
Maybe it was just an unluckily bad week but I can't risk this happening again and have cancelled within 30 days. The tech team are friendly though.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-08-11
- Comments
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really surprised to see such negative comments, but i can only assume it was whilst the company were still getting established. Phone support was great when inquiring about signing up, installation was quick and easy - guy was on time and called the day before to confirm, as well as text around an hour before arrival. Sweeped up his mess without needing to be asked.
I'm only paying for the 100mB speed - get ~50 on average at peak time, 80Mb during the day. You'll never get the full speeds advertised, but soo much better than the other providers available in the area (have had 3 previous, some speeds were as little as 1mB!).
So far so good - hope it continues.
- Location
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- Location
- Southwark, London
- Reviewing
- Hyperoptic
- Date
- 2016-08-08
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-07-29
- Comments
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Hyperoptic was in my building for some time before I took the leap of faith to give them a go. I checked a few review sites and read on their Twitter feed about a 30 day satisfaction promise so went ahead and ordered. It took a few mins, the longest part of the order process was me trying to work out if I wanted 20MB or 100MB speed! Anyway, I ordered, booked my install online and one of their engineers turned up a few days later. The install took about 45 mins, he cleaned up afterwards and left once I was online. O.M.G it's difficult to explain how fast the service is. I went for 100MB and am so glad. I can work, play and entertain without any issues - I did have some issue with the wifi but one call to customer service and I was sorted. The guys on the phone are, how can I put it? Geeks. They genuinely know how to help and are friendly too. My advice is to give them a go and make up your own mind and if you don't like it, cancel in 30 days. Thanks Hyperoptic!
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2016-03-08
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-03-07
- Comments
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DISGUSTING COMPANY!
Have had the 1gbit for over a year. In the beginning I was daily in contact with the tech support because I never got the speed I was paying for. After a lot of adjustments I reached a stable speed of 600-700 mbps and I could not be bothered to keep nagging them. The service was a bit jumpy in speeds throughout my period with them.
What makes them stand out however, in sense of WHY YOU SHOULD STAY AWAY FROM HYPEROPTIC: their customerservice, treatment of customers and provided service. There are few places you can find a faster line, but IF you can I would pick anyone over hyperoptic! It's a bunch of eastern european scammers. Stick with you household names such as Virgin or I guess even BT and SKY are better than this ridiculousness!
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-03-01
- Comments
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Avoid this dreadful company. I attempted to give 30 days notice to cancel my account, however nobody answered their phone for 3 days. I ended up waiting 20 minutes on the phone on the third day of trying before giving up. I left a voice message for my call to be returned, yet nobody ever called me back. I also emailed requesting cancellation, which was replied to 3 DAYS later. They then had the cheek to try and charge me an extra month despite my attempts to cancel. They ever threatened me with debt collectors over a 13 pound bill. Their connect was poor with constant dropping in my apartment. I have advised numerous homeowners in my development to avoid this deceitful company. I regret the day that I chose the open an account with them. Avoid Avoid Avoid.
- Location
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- Location
- Barking
- Reviewing
- Hyperoptic
- Date
- 2016-01-06
- Comments
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I on the internet plan provided by the property owner which is a guaranteed 5Mbps line. I have been experiencing poor internet speed during night and weekends. I tried explaining Customer care for the past 5 days almost calling them everyday and no action has been taken on my problem yet. First day one customer care person said there is an IP allocation issue with my connection, second day they said they wanted to investigate further and after that every time I call them they have been saying Network team has confirmed there is no issues with my connection. They have been saying me to upgrade and get better service, not sure what difference that is going to make. In my view, it says you pay more for better service.
My internet completely drops where I am not even able to load google.com on wired laptop after 9PM everyday and on Sundays. I have been mailing Hyperoptic on this issue for close to one month now and no action has been taken. Every time I mailed them a new ticket has been assigned but no action has been taken so far and I am seriously annoyed & disappointed with the service.
- Location
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- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2015-11-15
- Comments
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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
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-10-25
- Comments
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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 !!!!
- Location
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- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2015-10-13
- Comments
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I requested Hyperoptic following an offer of "three months FREE then £22 per month". It took nearly six months to connect the service to my apartment. When my first bill came in Hyperoptic had taken £95 from my bank account. When asked to explain, Hyperoptic said the offer had finished and I was being charged for installation, a partial month payment and a month in advance, at £30 per month!
As well as lying Hyperoptic broadband is not discernibly faster that that of my previous provider. It also seems to freeze.
- Location
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- Location
- Se16
- Reviewing
- Hyperoptic
- Date
- 2015-08-31
- Comments
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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.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-08-27
- Comments
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The service itself is reasonably fast, but the router they supply has a poor connection with the result that the wifi cuts out frequently.
Customer services has deteriorated greatly over a period of two years. They avoid answering questions, their responses are inconsistent and at times incomprehensible. Quite frustrating.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-05-12
- Comments
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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?!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2014-06-07
- Comments
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This, this is too fast. I LOVE IT!
- Location
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.