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.

Overall Customer Ratings for Hyperoptic

  • Satisfaction
    3.6 stars
  • Customer Service
    3.6 stars
  • Speed
    3.7 stars
  • Reliability
    3.6 stars

Based on 1155 customer ratings since 2012-02-08 (Show recent 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.

301 Customer Reviews over 8 pages

  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Awful!!! I'm trying to end a contract and it's a nightmare! The want me to charge full year even if I advised I'm leaving in one month!!!!
  • Reviewer
    Location
    Hertfordshire
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Once again, they let me down MASSIVELY!!!!!!! After moving in my new place 2 weeks ago, I still have no internet and they claim that with a modem already installed, it'll only take minutes to get online. LIES LIES AND MORE LIES!!!!!!!!!! It then transpires from my developer's team that there had been damages to my internet cable which Hyperoptic did not even communicate to me despite my daily calls wasting time with their useless customer service!!! And here I am wasting more time!!!!!!!!!!!! They told my building management they sent me a dongle... about a week ago... guess where that is? NOWHERE... I did not even receive it yet one week later!!!! Today I had to work from home yet again using my mobile 4G which I've already spent way too much money on.. waiting for their engineer to come and fix it!!!!!!!! I was promised the engineer would come today - all my building management were on it, fixing whatever needed to be fixed in order to be ready for the engineer to do his fix today when he came but guess what?!?!?! He did not show up.... they said his name was Steve who did not even bother to call us to let us know... we had to chase him!!!! Now they said they're coming tomorrow and I can't be home tomorrow as you know... people have to work to pay their mortgage and stuff..... And I'm being forced to leave my keys with someone to let him in... I'm not comfortable having to leave my keys with strangers and I can't ask my boss again to work from home.................................. What an utterly useless company this is!!!!!!!!!!! AVOID AVOID AVOID........... THEY ARE USELESS!!! WORST CUSTOMER SERVICE EVER... LITERALLY.
  • Reviewer
    Location
    Fulham, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Order placed on 7 Sep. Very good value. Offered to cover the entire period I was locked into a contract with Sky and offered excellent speeds.
    It is now 1 Nov and not even the pre installation check has been done. It has been scheduled twice and cancelled each time by hyperoptic. the first time was because they sent the wrong number of people for the check. The second cancellation was over a week ago with no reason or explanation provided. No appointment has been rescheduled yet. Looks like hyperoptic is cheap for a reason and it would be a mistake to switch to them. I'm glad I didn't cancel my existing internet contract with Sky.
  • Reviewer
    Location
    Hammersmith
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic is terrible, choose another company if you have a chance
  • Reviewer
    Location
    london
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Customer Service
      4 stars
    Comments
    I've had friends who have recommended Hyperoptic.
    My property at the time didn't have availability so i signed up my interest and a few months later said hyperoptic is coming to my address.
    I was excited of course as i had really dodgy internet and work from home a lot so need reliable internet. I was going to switch to the usual SKY / BT etc, but because of this offer, i immediately placed an order.
    They did the preinstall checks and everything checked out in july. they said the only thing left is for the engineered work to do which is a bit of drilling and they have a team coming over.
    this took MONTHS to get them over. I rang and rang and they said they will schedule them to come.
    Finally, after 4 months, they sent an email saying sorry, the engineering team cant actually get the cable to your property and we are cancelling your order.
    It's an absolute joke. This should have been detected at their "preinstall checks". The speeds offered are a dream but they dangled this carrot in front of me for the last few months.
    I've been dealing with using my own hotspot from my phone and terrible internet for the last few months waiting for this to just be told sorry no can do.
    Their customer service has been okay and nice but the actual product has been a joke for me. bear this in mind when trying to place an order.
    I go to their website and it still says hyperoptic is available to your address.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really bad provider!

    My wifi is not working since few months now, and when I called to cancel my contract as its a daily issue with my internet connexion and I am working from home, the customer service who was very nice explain that she is not able to cancel my contract as the internet cable connexion is working but wifi no. So I need 1st to try and replace my router ro try everyday to connect via cable and not wifi. Is it really stressful situation as I am working from home, and missing a lot of calls and meeting as I cant be connected, I have started feeling really anxious every day and praying to not have any internet issue at home during my work hours- and this provider don't want to let me cancel my contract. I have all the poofs that the internet speed is really low, but they won't let me just go- I am paying my bills on time and respecting the terms of my contract and even nit asking them for compensation or anything just cancelling my contract but it seems not possible. Can someone guide me here please
  • Reviewer
    Location
    Hammersmith
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Good service for 6 months. Cheap tariff. Then an outage affecting the whole area that has now lasted 12 days with no sign of repair. No useful response. Just apologies from Hyperoptic. My feeling is that they are cheap for a reason. They don't have adequate manpower or infrastructure to deal with problems in an acceptable time frame. I have learned my lesson. You get what you pay for.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Speed
      4 stars
    Comments
    The test of an ISP's quality comes when something goes wrong. My internet connection with Hyperoptic went down 10 days ago and has remained down the entire time with no sign in sight of it being restored. And it's not just me, Hyperoptic customers all over my postcode in West London are affected.

    The response from Hyperoptic has been shambolic.
    I understand outages happen but you would expect a speedy resolution if a company knows what it's doing.

    10 days of outage is utterly unacceptable from any ISP, let alone a supposedly award winning one. If your network is that susceptible to catastrophic failure of this nature, and isn't resilient enough to be restored within a matter of hours, then it is not fit for purpose.

    Their customer service finally told me today the source of the outage is damage to one of their underground cables. It took them 10 days to find that out and now supposedly they need to wait for a permit from the council to dig up the road and access their own network! Ludicrous.

    The poor quality of their network has been completely exposed by this failure. Any network worth its salt will build in redundancy so it can handle a single cable failure of this nature.

    I would be less critical if the cable directly serving my property was damaged, in that event only I'm affected. But this single cable has brought down the service for what must be hundreds, if not thousands, of customers.

    Hyperoptic do follow the Ofcom compensation scheme, so for every day you're without service you get £9.33 off future bills. That's all well and good but I'm having to fork out money (at a premium) to my mobile phone provider for extra data to stay connected via my phone at home. So the benefit of any compensation is lost. Plus to even benefit from that compensation I have to stay with the company and hope a repeat outage doesn't happy in future. Hey Ofcom, how about cold hard cash paid to customers instead?

    I'm now left in the position where I have to sign up for another ISP - locking me into a another 12 month contract - just to get back online. That means going back to good, old ADSL over copper cables or flakey mobile broadband using the 4G/5G network. And when (or should that be "if") Hyperoptic comes back online I'm then stuck paying for a second broadband contract that I don't want.

    In the past I always strongly recommended Hyperoptic whenever I was asked about Fibre Broadband, I will never do so again. Speaking to my neighbours, who are also affected, they all think the same and some have already cancelled their contracts.

    In short, if you're considering signing up with Hyperoptic then buyer beware - their speeds are fast but their network is not robust and when it fails, its fails bad!
  • Reviewer
    Location
    Sheffield
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I pay for the 1gb package that claims the average speed is 900mbps I only get 149mbps.
    Customer services takes weeks to get back to you.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They have done the installation to my house. It has not been working for 4 weeks now. They keep on saying there's a problem outside the property, no engineer available. Why did they installed the broadband if they don't have any engineer to fix the problem. Still waiting
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Broadband - no issues with connections been fairly good

    Contracts - unethical contracts. If you move house, and they're not available in the new house then you still have to pay. They tell you about contract Expiry exactly 30 days before your contract expires and automatically place you on a rolling contract where the cost increases unless you notify them 30 days before. So you pretty much have only 1 day to work out your options and tell them otherwise you're gnna forced to go on a rolling contract for x days. Unethical.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Something to consider;
    I want to switch providers (been with hyperoptic for over 2years) because my internet has been down for over a month and they have been very slow in organising engineers to come and fix it. Several engineers have come and gone and done minimal diagnostics except for one guy who was the only person who seemed like he knew what he was doing.
    He comes and says there is an issue with the external cable, the team will come and fix it in the next 3 days. Get advised it is fixed and to book an engineer to complete internal wiring in the house. I take the day off work and engineer doesn't arrive! Ring hyperoptic and they said the engineer came and said external cabling issue still isn't sorted, he needs access to the cabinet which he isn't the right person to deal with. So basically wasted my time and day. Not even a phone call to tell me he is not visiting the property.
    No communication whatsoever within the department itself and everytime I ring tech support over the phone it feels like I am speaking to a brick wall; "we will get someone on it". So now it is over a month with NO INTERNET and I have no idea when the issue will be fixed/sorted.
    Overall internet is okay, speed does drop at times but from a customer service aspect, they fail to manage these issues in an efficient manner so I would consider another provider if possible
  • Reviewer
    Location
    bexley
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved in to a new flat, looking for internet providers we were interested in Hyperoptic. A salesman quickly informed us that a new installation to the building would arrive shortly, and soon after the internet would be ready to go. Great we thought.

    1 month passes with promises of "next week" being the installation date. Never happened. Finally we find out that the building is connected. Hooray! All we need is a tech to connect it all up for us. Perfect. Date of installation? 20 plus days after the building itself is connected. We tried getting it expedited, calling multiple times and finally we were able to arrange for the tech to come sooner.

    They were scheduled for a Monday. Over the weekend we received 2 optimistic texts saying that technician is coming. Wonderful we thought. Now its Monday. And what happened? "We are so sorry, your technician was cancelled.". We were notified of this AFTER the technician was supposed to come and only because we called. I bet if we hadn't we wouldn't have even been notified.

    How is it that an ISP in the UK is worse than the ISP from the Second World country I come from? How is this at all acceptable? How can you keep promising and promising and deliver exactly 0? Nothing. Nada.

    My review? Stay away. Stay far away from Hyperoptic. Almost 2 months promising internet. And it's not like we live in the middle of nowhere. We are 40 minutes away from central for gods sake.

    If you dont have the people to do the work, why even offer a service.

    0/10, give the company over to someone who can atleast get the internet installed when they say they would.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Stay away from Hyperoptic. Speed is 1 mbit/s instead of 500 mbit/s as advertised. After 20 years with talktalk I was stupid to move. The Council of the Royal Borough of Kensington & Chelsea allowed them to put wires in all their buildings. The biggest fraud. The speek I have is 1 (!) Mbit /s instead of 500. I had a very important career call and 6 people were on Teams Hyperoptic could not handle if. I failed and didnt get the role. Their call centte is in Serbia. No belp at all. They force you stay with them. Never move to them!!!
  • Reviewer
    Location
    Reviewing
    Hyperoptic
    Date
    Comments
    ***Day 7 without a working internet connection***

    Following on from my initial review (posted on 29/08), Hyperoptic are still yet to prioritise getting my internet service back online. I am extremely disappointed with this level of service from Hyperoptic! Over a WEEK without working internet - PATHETIC!

    As such, I will continue to post a negative review for every day Hyperoptic fail to restore my service - so that the community are aware of Hyperoptic’s lack of customer care and abysmal technical support.

    For context (and warning to those considering Hyperoptic):
    - I signed up to Hyperoptic on the 14/08
    - The internet connection randomly stopped working on 24/08 - in the middle of the work day
    - Hyperoptic advised an engineer is not able to come out to fix the issue until the 08/09 - a full 16 calendar days later
    - Multiple calls, emails and complaints have been raised to Hyperoptic - to which I am receiving no urgency to get my service back online

    I have been offered compensation for the days I am without service (FYI: This is a bare minimum regulatory requirement, nothing special!). However, what I have not received is any urgency, or meaningful correspondence, whatsoever from Hyperoptic Support or their Customer Relations Department to restore my internet service.

    Additionally, I am still forced to wait until the 08/09 to get my internet service restored - which is unacceptable! I have to continue to spend additional time, money and effort to organise alternative access to the internet while I wait for Hyperoptic to respond.

    Based on my experience, I would strongly advise against anyone giving Hyperoptic their business.

    Complaint ticket number: 3105783
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ***Day 6 without a working internet connection***

    I signed up to Hyperoptic on the 14/08. The internet connection randomly stopped working on 24/08 - in the middle of the work day.

    I then called Hyperoptic and they advised an engineer is not able to come out to fix the issue until the 08/09 - a full 16 calendar days later.

    16 calendar days without internet is unacceptable - especially for someone WFH! After Multiple calls, emails and complaints to Hyperoptic, I have not received any urgency from Hyperoptic’s end to resolve the issue!

    I am extremely disappointed with this level of service I am receiving from Hyperoptic!

    I now have to spend additional time, money and effort to organise alternative access to the internet while I wait for Hyperoptic to respond. A working internet connection is the minimum standard I expect from an INTERNET SERVICE PROVIDER - and Hyperoptic are not able to even provide that.
  • Reviewer
    Location
    Basingstoke
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic has completely spoiled my day. They are supposed to install today for the booking i made 2 weeks ago.. but last minute engineer called and said even though he install, there wont be service up and running till end of September..

    Highly unreliable service.. if you know that you cant provide a service what is the point in giving fake assurances. I need to spend extra money to get some dongle and use to manage my work.

    Completely spoiled my day and ruined with your unreliable service.
  • Reviewer
    Location
    birmingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs. awful service and even worse customer service
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    HyperOptic refused to provide us service because "the cost of cable installation was too high":

    We recently tried to sign up for a HyperOptic 12 month broadband package. however, after going through the pre-install checks, our service installation was cancelled and we were told the "cost of installing the service was too high and could not be justified". It seems ridiculous that on the HyperOptic's website, it explicitly specifies that the service can be provided at our address. We were sold a service which clearly "could not be provided". This reasoning is also flawed given that our next door neighbors, as well as several other homes on the same road have already been connected to HyperOptic for >3 months now, so we know that the cables have been installed in the past on the same road... It seems that HyperOptic will only install their service when its convenient for them, clearly service to customers is subservient to anything else for this company. When I asked to escalate the issue, I was told by the customer service agent that there was "no-one that I could speak to".
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic cliam to be the fastest broadband. Iam paying for 1g, but was only receiving about 70mbs. When I complained I was told they cannot guarantee the speed over wifi and I have to hard wire everything, phones, tablets, laptops etc. How silly was this or I would have to hover over the router. When I told them VIRGIN and Community Fibre assures better speeds, I was told other broadband providers are disingenuous in their advertising. The customer services has a lot to be desired. I would not touch this company, unless of course you want a headache, or hardwire all your devices.
  • Reviewer
    Location
    london
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They lie about their outages. I have reported outages and they just delay and delay on the phone until the service comes back up and then claim there is no outage to report.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Comments
    After 2 years of 300Mbps speeds while paying for 1Gbps, finally a competitor set up their equipment in my building. Made the switch, new company is giving me 900+Mbps consistently at literally half the price of hyperoptic.

    I was just out of my minimum commitment and all my renewal options with hyperoptic were appalling - £52/mo with a new 12 month commitment and £65/mo (!!!) to have a rolling contract. For context, new provider is £27/mo for 12 months and then £29/mo rolling.

    Oh, and hyperoptic is now threatening to charge me £70 if I don't return the router (at my own cost!) and if they don't receive it within the next 7 days. A router that I've actually had for 3 years since it came with me when I moved, is only worth a fraction of the charge in the first place, and has definitely been paid for already in amortised cost.

    Never mind that their T&Cs say 14 days, not 7. And that the support staff that helped me with the cancellation already said to just keep the router in the property. I guess their information is about as reliable as their service. Absolute clowns. Good riddance.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    13 weeks after the initial call to change company (why did I decide this??!), 30+ calls and 4+ hours in the phone with them, there is still no service in this house.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I would have given 0 stars if there was an option. Hyper Optic is a fraud company who steals their customers money by luring them into deals by providing misinformation. They are highly unprofessional and their customer care lies to you on every call.

    Firstly they tricked me into getting a contract by misinforming me that I will not get any penalty if I move to an area where hyperoptic doesn't provide service. As soon as I took the contract and when I informed them that I would need service in the new area they levied a charge of £61 on me for breach of contract. Later, when I was about to terminate the connection, they gave a misinformation that if the new tenant for my apartment takes a contract with them , I will not be charged any penalty.
    After two days, when I informed them that the new tenant has agreed to do so, they lied again that they cannot waive my charges as there is no such policy. I have a written email from them accepting that they provided misinformation to me. How can they be such a big liar and steal people's hard earned money by luring them to get customers? This is a fraud and not fair to customers at all.

    First tricked me into getting the contract and then tricked me into getting the new tenant into a new contract.This is a world class fraud on their part.

    They are a fraud company and I hope my review helps innocent customers to save their money and not fall in the trap.
  • Reviewer
    Location
    Reading
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Overall very satisfied. I have consistently fast speeds for more than a year now, works without a glitch.
    I highly recommend Hyperoptic.
  • Reviewer
    Location
    Bristol
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Ordered on 10th of April yet still hasn’t been installed over 2months later. Complaints procedure is horrendous, requests for it to be escalated have just been ignored for last 4 weeks. Been without internet since old provider Vodafone deal expired on May 10th, was assured after first failure to install in April it would be done on 11th May yet nobody showed up or contacted me to cancel. Since then I’ve just been told by complaints they are looking into it, reminded them of their code of practice for complaints and not had any response.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    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.
  • Reviewer
    Location
    Uk
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I can’t start to explain the horrendous service I have received from Hyperoptic. So far they are happy to leave me for over 2 weeks without broadband when the error is very clearly theirs. They have no care of concern for the extreme impact this is causing me by not being able to work from home and go about my daily life. Please do not use this company. Provided a much better service previously from sky.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We have agreed with Hyperoptic to install our Wi-fi on 8 April and the set-up engineer never show up while lying to their back office staff that he / she has knocked on our door on.8 April but we were not around. We were at home by the time he / she claimed he knocked the door and we never heard anyone knocked the door that day. We immediately contacted Hyperoptic to find out what happened but they were only able to rearrange the Wi-fi set up 5 days later, which is 13 April.

    We had an extremely bad impression and experience with Hyperoptic and are very disappointed about their quality of service. Hyperoptic should look into the issue of engineer never showing up seriously.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    The moment you have a problem, they take forever to repair. They are very nice on the phone but totally helpless in solving issues quickly. As a business, we experienced our 3ed time with no internet for over a week causing us massive losses.
    Hyperoptics call center is based overseas and the company is managed terribly, I regret ever signing up with them.
  • Reviewer
    Location
    Sussex
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    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!
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had an outage for 72 hours (3 days) avoided paying any compensation someone building, in a highly built up area, had cut into a cable.
    Total liars, sent a text about compensation and I received nothing and when I called they said I was entitled to nothing as they sorted the problem in 48hrs which they didn’t .. it was (early hrs)25-27 (late night) that’s well over 48hrs. Unrealisable and service is choppy so it’s in and out while streaming TV I have had to reset multiple times. When working at home had to login again after loosing signal.
    You get what you pay for with these people it was a cheap price but the service was lacking.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Quite Diabolical, Liars & Dodgy. One stare is too much for this Rubbish company.
    NEVER USE THIS COMPANY..
    NEVER USE THIS COMPANY..
    They’re the worst internet service provider I have experienced since 2005. NEVER go with them or you’ll have a bitter regret like me.
    Their RUBBISH services goes out without warnings. So If you work from home, you should prepare for unexpected losses with this irresponsible farce company
    On November 2022, Suddenly suspended the service and the liars claim it was my bank account's fault to make the monthly payment!! I called them and they fixed the problem. Therefore It was not me or my bank account but their end's fault. On Monday morning 23rd January outage service again. Half an hour later, they sent sms to say it was something wrong with their garbage connection. The CS is useless, like talking machine, they do not know what was wrong. NO internet for 4-5 days until Friday 27th afternoon.

    Who believes that you are in GB and the Internet outages for several days for several times without knowing the reasons.
    This is an insult to the reputation of the country.

    The coverage is another good Rubbish. VERY POOR coverage inside one bedroom flat, VERY POOR signal & VERY slow.
    If I leave right now, I have to pay the fees for this mess.
    I wouldn't hesitate to leave when the contract expired, but I switched again to my old provider Sky.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far.

    Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that
  • Reviewer
    Location
    eh4 8GJ
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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

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