313 Customer Reviews over 8 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-03-30
- Comments
-
Took them 2 minutes over the phone to upgrade my package to a higher speed one, two months later and I am receiving a fraction of it (50MB vs 1GB).
I call them/email them multiple times a week, they have not sent an engineer over and have me running in circles. Trying to raise a complaint but the customer service reps won't assist with that either. Unfortunately, can't rate them lower than 0 stars, criminals!
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- Comments
-
Very poor reliability and very poor customer service. Installation was less than 1 month ago and already I've been 4 days (and counting) with no broadband. Been on multiple calls with customer service, including the first day the broadband stopped working. They said it needed to be fixed on site and it took 2 days for the engineers to arrive. Multiple engineers were at my flat after 2 days and the building dealing with the issue for a couple of hours and said they fixed the problem outside the building and that the broadband would be fully working within 24 hours. 24 hours later still not working, spent at least 1 hour on call with customer service, had to ask to speak to a manger then who promised to ring me back later in the day. Seemed helpful. She then sent an email later in the day and when I tried to get the individual to speak with me she refused - spent ages trying to get her to speak with me again to discuss her email as promised but was told she was too busy today and tomorrow and could not speak with me until Monday. Also, now told the issue is 'complex' and can't be fixed until next week. Be wary of the company - they were very quick to install and set up, but having not been a customer for not even a month yet I realise that once you're an existing customer you are no longer a priority for the company and customer service have little or no interest.
- Location
-
- Location
- Bristol
- Reviewing
- Hyperoptic
- Date
- 2023-06-27
- Comments
-
I wish I could give this disgraceful company lower than 1 star. Their customer service is the worst I have ever experienced. Their staff are rude and just talk over you, whoever trained them needs to be fired! They are also very incompetent, I called their "customer support" line and was told something different every time I called. Each "advisor" providing contrasting information, one of them even suggested I google the problem myself!! They sent out an engineer to my flat who didnt even work for them and turned up without the correct tools for the job! They didnt even apologise for wasting my time. They price is a rip off. PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS
- Location
-
- Location
- north east
- Reviewing
- Hyperoptic
- Date
- 2020-07-28
- 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.
- Location
-
- Location
- north east
- Reviewing
- Hyperoptic
- Date
- 2020-07-28
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-05-25
- Comments
-
Just wanted to share my recent frustrating experience with my ISP, Hyperoptic.
I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense.
On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times.
Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard.
Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch.
As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others.
Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place.
Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive.
Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2023-02-28
- Comments
-
suggest you all to avoid Hyperoptic business broadband.
I quote the sale manager : "I GOT BIGGER FISH TO FRY".
If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-06-07
- Comments
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I am with them for few months from day 1 the speed they promised not even run 4k videos keep buffering on you tube now i am moving home and they done have service in that area now they charging £140 for early termination no other company does this except this rubbish company does
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2020-09-27
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-03
- 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.
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2016-09-24
- 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 :)
- Location
-
- Location
- Birmingham
- Reviewing
- Hyperoptic
- Date
- 2017-12-06
- 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
- 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
- 2018-12-03
- 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.
- Location
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- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2019-01-07
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-10-10
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-05-21
- Comments
-
This is a shambles of a company.
I've been with them for over 5 years now and I've had the same issues for the past two years.
The Internet keeps on dropping off. Every evening the router lights turn off and it reboots itself, at least twice a night. Terrible when your into a football game and your casting stops!
They sent out a new router last year and the same problem has been occurring.
I emailed customer service, a guy emailed me back as THEY DON'T PICK UP THE PHONE UNLESS YOUR A NEW CUSTOMER! To suggest changing the Internet cable from the box to the router to which I send please send one out. They did but its 0.5m! It needs to be 2m to reach the router! They emailed me back saying they want to close down my inquiry to which I suggested not to as the same problem hasn't gone away. I have had to buy my own which I don't mind doing but what a waste of time and effort for something so small. I had to wait over a week for there cable to come through the post.
I have had no phone service since and I emailed them 3 times to ask them to take alook at the phone line. To this date I have had no telephone and the age old reoccuring Internet dropping.
A ABSOLUTELY SHOCKING COMPANY WITHOUT ANY DECENT CUSTOMER SERVICE.
- Location
-
- Location
- birmingham
- Reviewing
- Hyperoptic
- Date
- 2023-08-18
- Comments
-
I signed up for internet service with your organization on the 9th of August. I signed up for the 1Gb Fibre Connection - Broadband Only plan but my connectivity was poor and I was only getting less than 200mbps( not even 200). I spoke to different agents and we ran different testing together. I was asked to do a troubleshooting connecting the LAN cable to a device but I don't have a device that supports LAN, I've asked friends, and neither of them have it too. We either have a Macbook or the latest Windows. I was told there's nothing that can be done since I can not do that troubleshooting so no one will help me get the internet service I signed up to. I've requested for my contract to be cancelled now.
The service was absolutely disgraceful. We're in 2023 how do they expect people to have devices that connect to the internet with a wire? Are they expecting people to buy a new device for a test? Why can't their technical team have another way to fix the issue rather than losing a customer because of it? or have an engineer come out - run whatever testing and done.
Just a terrible time, I've never complained like this before but they stressed me out with all testing only telling me I should deal with what I have because I don't have an outdated 2003 box device for TESTING!
- Location
-
- Location
- E1 London
- Reviewing
- Hyperoptic
- Date
- 2019-10-15
- 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 -
- Location
-
- Location
- uk
- Reviewing
- Hyperoptic
- Date
- 2022-03-12
- Comments
-
The only good thing about this company is when you don't encounter problems which is never, the moment you do and need support it all falls apart.
Customer service have no clue apart from the basics and are arrogant with constant back talk and get offended when you tell them how crap their service is, their techs are just as bad and takes days just to tell you something pointless like "everything is ok on our end".
Here the customer is NEVER right, they will counteract any facts with the limited info they have such as when you last created a support ticket, in other words if you never created a support ticket there was never a problem even those 24-48 hour occasional internet dropouts that most people just wait out. Chats and twitter pots don't count. When you demand refund for no service they tell you to read T&C and when you do they just ignore you.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-11-18
- 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...
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-05-18
- Comments
-
Hyperoptic hides the fact that they share your IP. Most Internet providers do not do that, because it creates a wealth of insolvable problems for the end-user. When confronted with this hidden sabotage, hyperoptic demands an extra 5 pounds monthly to stop sharing your IP and thus bring you to a similar setup as what most other Internet providers obviously do for free. This is extortion.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-12-07
- Comments
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I am very disappointed from your service.
They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition.
Thank you for nothing, this is how you treat your customers
- Location
-
- Location
- Sussex
- Reviewing
- Hyperoptic
- Date
- 2023-03-03
- Comments
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I worked from home and the broadband suddenly stopped connecting. I called hyperoptic and they could only schedule onsite check 8 days later! Today (Mar/03) the engineer finally arrived but did nothing and gone. They told me apparently there were no signal but they didn't have the keys to enter the engineering room, at the property management office, to check things out. And I suppose I have to wait for another week at least for another visit! I am relying on my mobile phone data network and the data allowance is running thin. It's just disastrous!
- Location
-
- Location
- United Kingdom
- Reviewing
- Hyperoptic
- Date
- 2023-05-30
- Comments
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I have had an awful experience with them. When I reached out to them after the contract ended to downgrade as I DID NOT NEED that level of internet, they argued with me that for the same price, I can have faster internet and that it was a better deal. I was not told that this was another fixed-term contract. However, after I agreed to it they sent me the T&C so that I could not get out of the contract. Now when I am moving home and they are not available at the new location - they are forcing me to pay the remainder of that contract up-front. Although they are the ones that have determined it's not financially viable to provide internet at that location. Absolutely appalling behavior towards the loyal continuous customer... especially during the cost of living crisis. I would not be recommending them to anyone I know.
- Location
-
- Location
- eh4 8GJ
- Reviewing
- Hyperoptic
- Date
- 2022-12-12
- Comments
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We dont have connect from 4 days and we are talking to the customer service and they are saying they dont know when this will be resolved as well. we lost our work for 4 days and they are asking for cancellation fee when we asked to disconnect the connection as well. not sure how to resolve this. please be far way from this service provider
- Location
-
- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2015-11-15
- 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
- Location
-
- Location
- E32PD
- Reviewing
- Hyperoptic
- Date
- 2018-10-06
- Comments
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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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-10-03
- 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.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2021-04-23
- 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
- Location
-
- Location
- Slough
- Reviewing
- Hyperoptic
- Date
- 2019-11-07
- 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.
- Location
-
- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2016-12-10
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-05-13
- 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.
- 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.