Hyperoptic Home 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.
How Hyperoptic compares:
- Typical Satisfaction
- Stronger Speed
- Typical Service
- Typical Reliability
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Recent customer ratings for Hyperoptic
Based on 100321 customer ratings since January 2022June 2014 ()
Satisfaction
1.43 stars
2.09 stars
Customer Service
1.44 stars
2.17 stars
Speed
2.14 stars
2.76 stars
Reliability
1.67 stars
2.35 stars
- Read our Hyperoptic buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Hyperoptic
337 Customer Reviews over pages
Reviewer
Tom
Location
Cambridge
Date
04/10/2024
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Reviewer
amelia
Location
manchester
Date
13/08/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Before I opened the account, I called the customer service and asked whether if a new tenant comes I can transfer my account to them or somewhat stop my account because if not I can ask them to pay wifi directly under my account instead until the contract ends. However, since their team told me that is ok, as long as new tenants sign up their company.
In may 2024, I called to start planning to stop the wifi and tenant move in and apply their own, when I called the customer service said because need 1 month notice, need to be exactly started on 23 July to activate the service by new tenant, firstly I know it is tricky to tell tenant exactly activate on that day, so we both marked the calendar to remind each other and he surely aware there will be potentially cost if he didn't. On 23 July it was him who texted me and said that the service has been activated. For safety on 24 July I have called hyperoptic to ensure all has been done and no penalty, their customer service has confirmed on 23 July has been activated and there is no penalty generated.
All is fine until recently I checked direct debit and tried to debit £500 from my account and keep receiving sms, I cannot see from my account the bills any more because the account has been closed. Therefore I called several times to try to understand what went wrong. Yesterday their customer service lied that the activation date of the new tenant was on 29th July. I double checked with the tenant again and he confirmed again it was 23 July he activated. As I also called and checked on 24 July with their team that it was!
It is a complete nightmare and awful that this company lies in order to charge more.
Firstly it is troublesome that their company has to ask the new tenant to activate on the exact date in order not to generate any penalty, the most evil part is even if they do, hyperoptic is still charging the penalty by lying they haven't ! I called to check on the next day 24 July and confirmed that was done ! Now how can they say it wasn't and lie said the tenant decided to activate on 29 July? How can the tenant change the date after activated on 23 July? Does it make any sense? hyperoptic is so evil I will not recommend anyone use their service.
Reviewer
S
Location
London
Date
04/07/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
The worst company I have had to deal with. Only signed up because I was told I could have internet by the end of the month. Then once I signed up they went silent. Took three months to get internet. Working from home etc a misery. Dreadful customer service. Don't respond to online customer service tickets. Don't offer information on the phone. Turn up without warning. Offer compensation then don't provide it. The whole thing has been awful.
Reviewer
Hussein
Location
London
Date
22/06/2024
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Customer service levels are about as low as it can get. They fob you off for week after week, and still fail to do the minimum. I am owed £50 for the referral of a friend from March. I am about to report to Ofcom.
Reviewer
Lee
Location
Glasgow
Date
19/05/2024
Comments:
AVOID AT ALL COSTS!!!
They told me I was getting Full Fibre up to 145Mbps - when actually I was topping out everyday at 65Mbps if I was lucky! They obviously cap it to save wherever they can, so 'sod the customer'(not wanting to type more ellaborate phrasing)!
When my contract was ending they sent me the standard 'let us know if you want to cancel now, or we can continue your subscription etc'....so because of the pants speed and service (as they expected me to do tests to check if there was an issue when they were obviously capping my speeds at their end), I replied to cancel that same night. I thankfully got a response to say they acknowledged I had sent the cancellation request, but did they cancel my account - NO, they decided to ignore it and charge me the full price for the next months. Luckily when I sent the email to them I also stopped my Direct Debit with my bank, to make sure they got no more money, but then they started to chase me to say I hadn't paid and to make payment ot they would send the debt collectors round - YEAH, WTF!!! I replied with an email to say I wanted to open an official complaint and to not contact me about me owing them money again or I would contact 'OFCOM', 'my local MP' and the 'Media' (which is what you need to say to get the complaint marked as 'high importance' (having worked in the industry previously) and I then received an email a couple of days later saying sorry, the account was closed and I owed nothing. DIRTBAGS - they know what they are doing and it STINKS!!!!!
Reviewer
MP
Location
Chigwell
Date
19/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Possibly the worst UK service provider.
I had two experiences in the last two years. Both ended up with me cancelling my order as they left me in the dark not knowing what was happening. Possibly the worst managed service desk.
Their UK team lives on another planet.
Whilst the team in Serbia are friendly and try to be helpful, the team in UK don’t give a glance to issues that are escalated to them. They are either not available, don’t have a clue, or simply don’t care. A request for a connection has not been responded to since 27th February 2024. Why advertise a service, why send a marketing representative to all the houses in a neighbourhood, why post flyers in all the houses if you can’t provide the service advertised?
2 complaints have been ignored. Days spent waiting for an engineer visit are treated as “your loss” even an email threatening to take the complaint to communication ombudsman and Ofcom have failed to evoke a response or acknowledgement. If you don’t have a pre installed connection at your place avoid them like a plague. I ended up cancelling my order I will never again place an order or recommend HyperOptic to anyone.
Reviewer
Dom
Location
UK
Date
15/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not waste your time with this useless provider. I had the following experience in a flat with Hyperoptic's own line already installed:
1) No progress whatsoever in activating my connection after eleven days (not an unacceptable time to wait, EXCEPT if you first promise it will be done in two days)
2) Total lack of response to repeated support requests (despite promising a 24/7 support service)
3) No attempt to provide any explanation as to the cause of the delay, or how long it would last
This is not funny for hybrid workers; nor anyone who uses the internet to stay in touch with or entertain friends and family.
Reviewer
Disgruntled
Location
Glasgow
Date
13/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Hyperoptic are good, until you have a technical problem. At that point they are WOEFULLY incompetent. It took them over 4 months of refusing to send anyone to the exchange, wasting my time with repeating the same in-house measures, re-replacing the same routers despite me, the engineers ALL knowing the issue resided outside my flat.
Even after this escalation, unfortunately, their "specialist team" still haven't fixed my constant intermittent connection/syncing issues.
I had 9 months of solid performance without a single issue. I haven't had a day in the last 4-5 months without multiple disconnections now. All my programs, multiple PCs, and on phone wirelessly, disconnect, windows shows as "no internet" all while their own USELESS hardware still says everything is connected, all green lights. Only ISP i've ever been with whose own equipment can't tell when it is or isn't connected.
I hear now as well that there may be peak-time throttling going on, which is unacceptable from a gigabit broadband provider.
Honestly, if ANY other provider in your are offers gigabit, or close to it, don't go with hyperoptic.
Reviewer
Remmmm
Location
London
Date
29/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
They were awful. The service they provided was unsatisfactory. I paid an additional 6 months of internet after moving home. They closed my account and confirmed the service ended and then two years later sent me a bill of £70 then referred me to a debt collection agency. When I spoke to them on the phone, they admitted that no one had contacted me in over a year but was nonchalant about the whole thing and told me to make the payment. I would not recommend them at all. Not unless you want to be treated badly.
Reviewer
Andy Longden
Location
London
Date
26/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Applied for service in January - umpteen surveys later they claim they can’t supply. No tangible reasons given, despite the fact that I’m no more than 10 metres from a Hyperoptix vent, with easy block paving between me and it. Customer service are comprehensively useless and just treat me like a fool, so I will need to escalate to the CEO, Dana Tobak. They need to be regulated - cherry picking houses in a tightly knit neighbourhood is completely unacceptable.
Reviewer
Nick Levanter
Location
London
Date
24/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid this company at all costs. The worst customer service I have encountered in 40 years in the UK! A complete bunch of thieving cheats..misrepresenting their broadband speeds and contracts. Stand up to them, Use Ofcam rules to terminate their services if down for 2 business days. Fight all termination charges. Use UK Legislative to hold them to account. Eastern European owners and staff but registered in the UK.
Reviewer
Jaime
Location
London
Date
09/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst company ever.
Over 14 days of my connection dropping constantly - support ticket raised 14 days ago.
I have to go to a cafe and waste money all day to be able to work 'from home' as I cannot have any online meetings.
Unable to watch a move without having 20 seconds to have the connection restarted every couple of minutes.
Support and customer service keep ignoring me and refusing to send a new router.
Hoping the Ombudsman forces them to care about their customers. Avoid at all costs.
Reviewer
Hooman
Location
London
Date
08/04/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am paying £40 for one 1Gbps internet but I never received anything more than 70 Mbps. I have called them for 1 month everyday to tell them the problem everyday.
I cannot believe a company can provide such a terrible service, act with customers like they are worthless, ignore the clients complaint and still survive. isn't there any authority which can stop them?
Reviewer
Steve
Location
London
Date
30/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Sandy
Location
Edinburgh
Date
08/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We signed up, having read reviews about potential the company taking months to dig up the road etc so already we were unsure about them. We call up to get an engineer to see how they will get a connection into the house (couldn't do it online which was a waste of half an hour). An engineer comes out says it shouldn't require digging up the road, you just need to ask your neighbours about attaching some wires to their houses. We do that, the next Engineer comes out, he arrives at 9am when he was booked to come in the pm. He asks us if we have spoken to a totally different set of neighbours and says he has to drill deep holes into their houses for his ladder (yes ladder, considering there they're only going up one floor I've no idea why you need a 5 inch drill into a house), I already know one of the neighbours in the other direction says they don't want any drilling into their home (pretty reasonable request) so I tell them that they've wasted our times. We've spent another £55 with virgin media waiting for them to come and do this work and they've messed us around. We then call up customer services to cancel and get our refund for the initial payment and due to the fact we got a second engineer out we weren't eligible for a refund. They would not listen to anything else we had to say, we asked for someone more senior and supposedly they don't speak with customers. They totally wasted our time and kept the cash. What an embarrassment of a company.
Reviewer
John
Location
Edinburgh
Date
20/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve had this service for a year and a bit and it’s been down in that time twice totalling 1 month, the second time I tried to escalate this to get an engineer out quicker as it took a week and a half the first time.
They said there is nothing they can do but I come to fine there has been an engineer in the building and the one next door that whole week.
The customer service here is appalling! The engineers are great the people on the phone don’t care as long as the company gets its money they are happy!
Cancelled my contracted today because they can’t deliver their end of the deal and I still get charged for this!
Do yourself a favour and go to another company! Truly awful company to deal with.
Reviewer
Andre
Location
Manchester
Date
17/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service!!! It is taking 6 days to send someone to fix the internet!!! 6 days without internet because of their problem!!
Their customer service simply say they cannot book anything earlier because they are busy!!
Reviewer
Charles MacLeod
Location
Glasgow
Date
05/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up to hyperoptic before Xmas 2023, installation followed in first week after new year.
It is now 5th Feb and the service has not been activated. The customer service people day it's a problem with the IP address.
I called them this morning and was assured there would be a response by 1700h (GMT). It is now past that time, and I gave not been contacted regarding the activation of my account.
I work from home using my computer extensively. I have lost over £100 in wages today!
Very poor service, broken promises, poor service all round!
NOT IMPRESSED!
Reviewer
Jason Hill
Location
London
Date
02/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Tried signing up in September. Offered great initial deal. It is now 2 February and nothing has happened. Called my account manager numerous times with promise to look into it but he never follows up. In meantime my Virgin Media contract expired in November & rolled over to exorbitant no-contract monthly rates, costing me a fortune. Do not trust this company. I’m finally moving on, to G.Network.
Reviewer
Steve
Location
London
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible customer service.
Asked for my direct debit details to be changed 3 weeks ago (my online account was assigned to my previous account so I couldn’t change them) and they never bothered to even reply to me all this time.
They have THREATENED to suspend my services since yesterday (suddenly they are becoming very responsive!) and yet they are ignoring my complaints and keep threatening me when THEY are at fault!
Incompetent company & customer service.
Stay away from them!
Reviewer
Bev
Location
Sheffield
Date
17/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Service was exactly what was promised and I really wanted to stay with them, until my fix finished and the price basically doubled. I said "send me your best price and I may stay", and they improved the offer only slightly. After I signed up with someone else and cancelled, magically they can do me a better deal. I'm sick of playing games.
Reviewer
EV
Location
London
Date
13/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
I signed up in August (paid £194). It's now mid December and I'm still waiting for fibre optic broadband! Meanwhile I've had months of STRESS, FALSE PROMISES and WASTED TIME... Phonecalls to customer services that last hours (mostly waiting), invisible engineers, cancelled engineers, countless wrong messages, “problems” that need fixing etc. Even emails cancelling appointments that have already happened!? I am still waiting for activation. Hyperoptic is driving me crazy. After reading the reviews here, I realise I am not alone. Thankfully I didn't deactivate my old copper cable provider contract. I'm going to cancel Hyperoptic ASAP. It'll be interesting to see if I get my £194 back despite the lack of service provided.
Reviewer
Liga
Location
London
Date
04/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Awfull company to deal with is mildly said. Make sure you keep an eye on your bank account t as they tend to charge you almost double without telling you. £50 for sin internet seems like I should be getting a caviar with it. £35 for basic package is already a rip off. Customer relations and customer services are terrible to deal with. Uneducated for starters and keep repeating same things. I just cannot wait to get rid of them. I will certainly not pay £50 which they attempted to charge me if I have to I will go to court
Reviewer
Saam
Location
W9
Date
29/11/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
When it works it is good. If it stops and you need an engineer visit or customer services then you may as well be in Afghanistan
Reviewer
T
Location
Bury St Edmunds
Date
24/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Slow speeds due to using a crap router. They then try to sell you wi-fi boosters to get you closer to the speed you already pay for. I was told to plug in all my devices around the house to solve the speed issue. They then had my review taken down because I didn't want to deal with them anymore. We had no choice of provider when we moved in to a new build but I would avoid if possible. Connectivity is shite. Speed is shite. Customer service is shite.
Reviewer
Maria
Location
Glasgow
Date
22/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
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
Amanda Friggieri
Location
Hertfordshire
Date
20/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Rupam
Location
Fulham, London
Date
01/11/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 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
Ahmet
Location
Hammersmith
Date
11/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hyperoptic is terrible, choose another company if you have a chance
Reviewer
j
Location
london
Date
10/10/2023
Ratings
Customer Service
4.00 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
Mounia Messoudi
Location
London
Date
09/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Jim
Location
Hammersmith
Date
09/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
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
Niall
Location
London
Date
06/10/2023
Ratings
Speed
4.00 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
Billy
Location
Sheffield
Date
29/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Devraj
Location
London
Date
28/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Imran
Location
London
Date
21/09/2023
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 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
Anonymous
Location
Nottingham
Date
21/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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
Erik
Location
bexley
Date
18/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Carmen
Location
London
Date
15/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Anonymous
Location
Date
30/08/2023
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
Anonymous
Location
London
Date
29/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Phanindrq
Location
Basingstoke
Date
23/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Toyosi
Location
birmingham
Date
18/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Jamie
Location
London
Date
12/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid at all costs. awful service and even worse customer service
Reviewer
Daniel Banh
Location
London
Date
07/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Mizan
Location
London
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Mizan
Location
London
Date
30/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
nick
Location
london
Date
20/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
SR
Location
London
Date
19/07/2023
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
Sav V
Location
London
Date
10/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Divya
Location
London
Date
05/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
A11
Location
UK north
Date
03/07/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hyperopic is essentially covert op, they use equipment that was banned to beused by UK gov aka ZTE Huawei ect, SERBIAN call centre, dodgy DNS, impossible to change router (must use their backdoored router without wifi, and connect yours) capacity bought but quality absent 1 day you'll get 900mb/s rest of the week its 60/500 or jitter of hell because they change routing to mitigate loss. main issue is they have very dodgy looking engies that are tasked to spy oncertain customers. I am network specialist, and worked for major Broadband company in UK, made error of judgment assuming this company is vetted. IT IS not. beware. they also have fake reviews and if you write truth they pay to "trusted reviews to remove it" basically Putin OP.
Reviewer
François
Location
Reading
Date
27/06/2023
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 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
Steve
Location
Bristol
Date
27/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Danny
Location
London
Date
15/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
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
Victoria Vasileva
Location
United Kingdom
Date
30/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Steven
Location
London
Date
25/05/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 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
Alison collier
Location
Uk
Date
25/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Myra Liu
Location
London
Date
12/04/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
David Stern
Location
London
Date
17/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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
vchow932
Location
Sussex
Date
03/03/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 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
Summer
Location
Nottingham
Date
28/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
DG
Location
London
Date
17/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Hate hyperoptic
Location
London
Date
05/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Fouad
Location
London
Date
30/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Bella
Location
Fulham
Date
29/12/2022
Ratings
Satisfaction
2.00 stars
Comments:
Honestly this is the 2nd worst company I’ve had…thought they’d be better than CommunityFibre but nope same! Especially now with school holidays and kids at home haven’t had net connection for almost 2 weeks and no one can come out until the 3rd of January absolutely ridiculous! I’ve been hotspotting the kids with my phone and we shouldn’t have to!
Broadband companies are just becoming more greedy and shitty service!
Reviewer
Vijay
Location
eh4 8GJ
Date
12/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Valeria
Location
London
Date
07/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Anatole Shamrakov
Location
London
Date
01/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
I have been with Hyperoptic for over 24 months now. I am on their fastest speed 1TB. However, the router provided has very weak wi-fi signal so I rarely get half of that speed even when I am right next to the router. My main problem with Hyperoptic is their non-existent customer service and overly aggressive sales practices. A few weeks before your contract is due to expire they usually call you and offer you a price that is usually worse than what is offered to new customers but for convenience I usually just go ahead and renew. Last time this happened Hyperoptic offered a wi-fi extender that is supposed to improve wi-fi signal. This thing makes the wi-signal worse! It is simply impossible to connect to Hyperotic support team to try to resolve the issue. After weeks of trying to call and sending them emails and receiving no response, I will be raising the matter with the regulators and see where this lands. Terrible experience
Reviewer
nicola
Location
Chelmsford
Date
30/11/2022
Comments:
Absolutely diabolical. Signed up 3 weeks ago and still have no connection. They refuse to send an engineer out. Despite me signing up for the top package. Avoid this company at all costs!!!
Reviewer
Jemma
Location
Uk
Date
27/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
One month into our new property and still no working internet. The customer service has been the worst I have ever experienced. Even after raising a formal complaint all we got was a generic response and then an email saying they have no update for us. I've had to phone up myself (waiting on hold for at least 20 minutes) each time to get any insight into what is going on and even then was told they are still trying to get information for another engineer to come out with no time scale on how long that might be. And supposedly they have an automatic compensation scheme which we are entitled to, but had even less luck getting anywhere with that! Hyper optic seem to be one of those companies that it's all fine until something goes wrong and then they are completely useless!! Avoid unless you want to take your chances!
Reviewer
Finlay
Location
Penicuik
Date
22/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Signed up at new house in June. Took a week to get up and running due to faulty router, which I replaced myself and faulty supplied cables.
Now a week of no service. Engineer took 4 days to come out, confirmed it was working at cabinet and not at my router and left without fixing the problem. Emailed and phoned countless times and still no date for another visit.
No idea why it gets high ratings on Trustpilot, maybe they are fake.
Hate to say it but I’ll be going back to BT even though they’re more expensive. Having to work from home on a weak 3G signal…
Reviewer
Dileep
Location
Manchester
Date
12/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I will never ever sign-up for this company again. I moved my house and requested the hyperopic company to move my broadband also but the company refused to provide me service in my new rented house and asked me to terminate the contract, I never requested to terminate my contract, it is the company who advised me to terminate the contract because they were unable to provide me service into a new house and they imposed £450 termination fees. I requested them multiple times that I do not want to terminate the contract but I did not get any positive response from their service center. I can not afford to pay £450 termination fees so I am still paying £20 a month to continue my contract even though I am not using the broadband anymore and I have moved house. I will not recommend to those who are on rent, to get a contract of hyperoptic, you will be stuck if you move your house and you have to pay too many termination fees.
Reviewer
jake
Location
Kent
Date
07/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I moved in to a new build house on 29-Oct-2022 in Kent area. The house came with an Hyperoptic line and router already plugged in but just needed activation. There are 2 other lines - Openreach and Virgin. Our developer, Bellway, got a deal from Hyperoptic in the hope that new home owners will have internet set up once they move in. As explained during our home demo a week prior to our completion, we just have to ring up Hyperoptic to activate the line and set up an account with them. That turned out to be the biggest failure and the most stressful first few days of being in a new house. I work from home and needed a good network connection as soon as possible. When I called Hyperoptic on the 29th, I was told they do not service our area yet despite me telling them that there is a router in place. I then tried their website and got the same answer but I filled in the form. Katarina Nikolic responded via email saying the opposite that they have service on our address and they just need to set up and account. "Your new home is already connected to our full fibre network....all you need to do is select a package and call us". That was the biggest BS they told. I emailed back on the same day and got no response (until this date of writing this review). I called again the next day, got the same response from one agent. Then called again and spoke to Nayema who was better than the rest of the agents who didn't care or even explored WHY WE HAVE A ROUTER but they keep telling me there is no service in the address. Multiple calls every single day to follow up and still no joy. Nayema told me that he escalated it to management and sent an email to the developer (he can't tell me what info they need, perhaps it is to confirm that I really the home owner of the new house. Who in the right mind would set up line in someone else's address?) Anyway, on Monday 3rd Oct I went to see the developer's sales team and asked if they can help or they received email from Hyperoptic. They haven't. Another lie again from Hyperoptic. On that day, openreach happened to come and activate the line. I was able to get a package from BT hassle-free. Although it's more expensive (around £5 since I got an NHS discount), I can honestly say that the cheaper package with Hyperoptic is not worth it. I was supposed to get the 3 months free with them as a package included in my new home, but I've just had the worst experience with Hyperoptic customer team and would DISCOURAGE all my friends and relative (or you for that matter) to stay away from this company.
Reviewer
Sophie
Location
Brighton
Date
26/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
The worst customer service. I applied for internet with them 2 weeks ago and I'm still waiting to receive the router. I email them frequently to ask for updates and get no response. I have called twice and both times they have told me the router will be with me in 1 to 2 days. And yet I am still waiting and no one seems to be able to help me. I work from home and have not been able to work during this time, resulting in a significant loss of income. My reason for choosing hyperoptic in the first place is that my flat is already set up for them. I think I will now give up and change to BT.
Reviewer
Daniel Fleischer-Ambrus
Location
London
Date
23/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
They supply faulty routers and have absolutely no customer service. Avoid.
Reviewer
Aleksandar Popovic
Location
London
Date
21/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Hyperoptic when it works is good, but when it doesn't you may as well jump ship - absolutely catastrophic service - Last month I had no internet for 25 days due to an issue with their equipment as it was in a room which apparently had a rat infestation and apparently the rats chewed through the cable.
For 25 days little to no updates were provided, and it took a good 22 days to gain access and organise pest control which showed clear lacking of leadership, organisational skills and trying to fix a solution for a service which they claim they provide excellence on.
At no point did Hyperoptic claim accountability for a mess that was on there part and incontingent planning but rather kept on repeating 'we are sorry for the inconvenience' as part of a robotic speech sheet used within customer service.
If you seek reliability, do not opt to use Hyperoptic and go with a more reliable and accountable internet company
Reviewer
Hammed
Location
London
Date
08/09/2022
Comments:
They’re the worst internet service provider. Don’t go with them or else you’ll have a bitter regret. Their services goes out without warnings & it takes nothing less than 24hrs to have a resolve after you must’ve waited 1hr trying to reach their customer service. Hyperoptic is the only service I’m paying for that I regret paying for. Don’t buy it!!!
Reviewer
PETER
Location
BOURNEMOUTH
Date
30/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Placed an order a month ago and heard nothing. So have now called them three times (really fed up with their system) and the only answer I get is they have "no capacity" whatever that means. Useless!
Reviewer
Mavros
Location
UK
Date
26/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely shocking service.
Do not recommend.
Ive had people coming out to my property to set me up, yet nothing is documented on the other side so they wont let me internet go live. No one gets back in touch or leaves you waiting without resolving anything.
Asked to speak to a manager but refused to let me speak to one, refused to give their names when wanting to know who i am talking to.
They are wasting peoples time, no communication from anyone and not even trying to resolve anything.
As of 26th - still no internet.
Called to cancel due to the time wasting provider that doesnt care about customers but want to take their money.
Ive had no internet since been with them, they have sent me a bill.
Today i called to cancel die to been a joke and they told me i will still have to pay a months worth of my wifi, even though theres been no internet in the property since signing up to hyperoptic.
One joke of a company if they can even call themselves that. Cant provide a service yet they still demand money.
Also you can never get through to a manager, Why is that?
Reviewer
PH Lau
Location
Potato Wharf
Date
22/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible service! Actually not helping at all
Reviewer
Jacob Mores
Location
Glasgow
Date
17/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
DO NOT USE THIS COMPANY
DO NOT USE THIS COMPANY
Pathetic customer service. Had an issue of internet speeds dropping once per week leaving me unable to work from home. This continued for well over a month which led to a significant loss of earnings. No help or compensation offered
Reviewer
Alexander
Location
London
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
This service allows themselves outtages that 4-5 days long and even more. The customer support treats you like a child and does not give you any information, estimations or compensations. Be ready that if your service is down a "sorry we are doing everything we can" from an agent is a maximum that you will have.
Reviewer
Chloe
Location
London
Date
09/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I signed up using the business section of the website, was given a price of £24 a month and £29 installation for my property.
On installation day the service couldn’t be connected due to missing cables (the engineer was excellent and lovely and did his best to get things sorted but needed to refer to another team to install some extra cables).
I received a phone call a few days later to inform me that they’d given the wrong price and would not be honouring the price we agreed, they now wanted £60 a month and £100 set up fee for a slower 100mg service! I said absolutely not and after chatting with their supervisor the caller said the best they could offer would be £27 a month and £50 set up for the slower service, and tried to manipulate me into accepting this by insisting it was a “good will gesture”.
I’ve cancelled and will go with a company that doesn’t use such dishonest, manipulative and shady practices as to demand a huge price hike when you’ve already agreed a price and started the installation process with them. Shameful Hyperoptic!
Reviewer
Stephen Dunne
Location
London
Date
09/08/2022
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
If you'd have asked this question a fortnight ago it would have been fives across the board, but our internet went down over a week ago and they've done bugger all to sort it, other than to fault the circuit out to openreach and just sit on their arses.
Trying to get information out of them is like trying to get blood from a stone, and they seem strangely reticent about dealing with management companies for faults impacting a whole site; insisting on their customers acting as go betweens which is annoying to say the least and smacks of a stalling tactic. I'm a network engineer myself and I know you have to ride openreach hard to get them to perform if it's anything out of the ordinary.
When the service works it's bloody amazing. I've had the 1Gb product since they wired our site up and it's never been down more than a day until this week. Boy, are they making up for lost time :(
TL;DR Ask yourself "Do I feel lucky Punk, well do ya ?" (with apologies to Clint !)
Reviewer
Hasan Deniz
Location
London
Date
31/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Well, the title says it all. No customer service, no support, no help, no explanation, you are left in the dark! - That's it!
When you are with them, you get the product but not the service. If the connection works, then you get internet. If no connection, no internet, you get nothing, na-da, zip...
It has been 4 days without internet! So far, no-one knows why, when it will be back and what has been done (or anything was done at all)
I have been asking since day one, what should I expect, whats the timeline, how long would it take.....
None of these are answered, I had no support, no help despite contacting the support team via multiple channels... I already lost decent money just because I can not do the work I was supposed to, could not get a new contract because I had no connection on that day.
On top of all this, 4G is bad where I am so dont have alternative means of connecting to internet....
If I had a choice, I wouldnt hesitate to leave Hyperoptic and switch to another provider!
Reviewer
Funky
Location
Penicuik
Date
31/07/2022
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.
Since then lost telephone VOIP and no reply to online query.
On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.
Only reason I’m staying is they are taking on the big boys.
Reviewer
Martin Gerhard
Location
London
Date
29/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.
Reviewer
Deepak Kalbhor
Location
London
Date
08/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Today is 3rd day since the internet is not working. Tried calling customer care guys dozen times and every time they say engineers are out and engineers are out. When asked what is the issue they say we don't have technical details neither they have any ETA when it will be resolved. I am getting a feel customer care executives are just given a script to read when customers call. Extremely frustrated as I am not able to do my office work. I am not going to continue Hyperoptics for the pathetic customer care service they have given as my contract is suppose to renew next month.
Reviewer
Peggy
Location
London
Date
07/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Useless. Cancelled installation 3x with no notice. Just did not show. Then give you new slot 4 weeks away then cancel that. On hold for 45 mins and more. The worst service. Do not get.
Reviewer
frank
Location
nottingham
Date
30/06/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
i have had hyperoptic for some time now and have to say how reliable they have been. there has been no disruption to service and quick to answer when contacted. easy to give top marks and hope for them to keep it up from a very happy customer
Reviewer
Nick
Location
Horga
Date
18/06/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly disgusting, waited over 10 days for Internet to be activated, had 7 day Internet, been over 7 days now since no service. Clueless team, firstly they said it has nothing to do with the Newtwork an ingineer will come over , waited 4 day the inginer came and said its got to do with the network as the IP was changed. Completely unsatisfied, I'll definitely cancel my contract before the end of cooling period .
Reviewer
Harsha
Location
Date
30/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I would like to give an overall rating of 0.25 for the pathetic service hyperoptic provides. I took the subscription on 15th of May 2022 and it took them 3 days to activate the service ( my flt already had an existing connection+router) and they did a scheduled maintanence one day from 9AM to 1Pm and somehow their engineer had did a blunder that they couldnt reboot my network that entire day. And their technical team keeps my call on hold for around 50 mins to attend the call. ********* experience i had with this provider
Reviewer
Nesredin
Location
Glasgow
Date
28/05/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The best home broadband service that I have ever experienced! Their customers service is easily accessible and their price is fixed throughout the contract! I have been with them for more than three years now and never come across a single problem!
Reviewer
emmanuel
Location
manchester
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
two months after order, internet not live, this company should not be used by anyone, customer service were very unhelpful, please do not deal with
Reviewer
Valentin
Location
London
Date
18/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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.
Reviewer
Nadia
Location
London
Date
12/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
First it took 2 months to get an installation booked as they changed their mind about 5 times whether or not they could install in our area. Once it was booked they did a no show, with no warning or notification why. After chasing up we had to book another appointment for a month later ( they had no earlier slots). 3 weeks later I called to double check as we hadn’t received an email and they said there is no installation booked, despite them booking it over the phone. Completely useless incompetent company, I am
Actually wondering if this company exists or is it a massive scam??? 3 months without wifi and counting. Off the roof data bills with our phone usage. Reported to ofcom.
Reviewer
Hahahaha
Location
Hahahaha
Date
05/05/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don’t even bother. Never seen such unprofesisonalism. They make you wait 2 weeks for a ‘surveyor’ only to wait another 2 weeks for the ‘Installer’ to come tell you they can’t do it,
It’s 2022, sort it out, you don’t need 6 different engineers to lay a cable, you’re just taking the piss tryna get as much doe off eachother as possible.
Reviewer
Banaszek
Location
Edynburg
Date
29/04/2022
Comments:
Hello. 4 weeks ago a hyperoptic router was installed in my home. since then I have been waiting for my internet to work. Every time when I contact , gets a reply that you are so sorry and that you thank you for your patience. My patience is really running out. I gave up Skay becouse your connected was supposed to last about 2 days. after a month, nothing is known. please give me specific information, not an apology
Reviewer
Jack
Location
Leeds
Date
28/04/2022
Comments:
Stay away from hyperoptic. The customer service and need to satisfy a customer doesn't exist within this company. I've run into abit of trouble in paying my bill this month subsequently my service was suspended this morning so I called to ask for an extension until my next pay. After being a customer with hyperoptic for 18 month I was told NO we can't reconnect your service without payment. So my router now resides in the bin ✋
Reviewer
Dan
Location
Birmingham
Date
31/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Speeds tank every other day. Regularly get <10mbs despite paying for 1gbs. Awful. Will be switching at end of trial period.
Reviewer
Usel
Location
uk
Date
12/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
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.
Reviewer
Billy
Location
London
Date
09/03/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with Hyperoptic 5 years and the service has dropped twice for a few hours each during this time.
If ever I needed any tech support calls were handled quickly and efficiently.
Great company - cannot understand the bad reviews!!!
Reviewer
Khaled
Location
London
Date
28/01/2022
Ratings
Satisfaction
1.00 stars
Comments:
Very bad service, I have new contract with them starting on 05 Jan. 2022 and installation should be on 17 Jan. 2022, unfortunately today is 28 Jan and no installation yet, I called many times but they don't know when they will come, as they said they need two engineers with long ladder and they have shortage and sometimes they said need a long cable, before I made a contract with them I asked them if they supply my building with no problems they answer everything is good and we can handle it within one hour but now 12 days waiting for installation and I have to wait more.
I think it is a good sign for me to cancel my contract with them and search for another supplier.
My advice for Hyperoptic company, stop advertising cause you can't handle this kind of business, you are wasting our time and pushing us to be nervous for nothing worth.
Reviewer
Sebastian
Location
Liverpool
Date
17/01/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely fantastic internet provider.
I have had no issues with speed, reliability and their support is spot on and 24/7.
They deliver on their promises with speed (Just know the difference between megabits and megabytes), and the people who say they charge ridiculous "exit fees" just did not listen to them when they explained you cannot end your subscription early and must pay a % of remaining contract, which I deem to be fair.
Excellent speed, reliability, and just got off their customer service after my internet went down for 20 mminutes for the first time in the 4 months I have had it, and the customer service agent made sure to give me all information I need moving forward.
Reviewer
Jonathon Roberts
Location
Manchester
Date
06/01/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Be warned people if you are thinking to choose Hyperoptic as your new Internet/Broadband service provider!
I was with them for 3 months at my old address, now since recently moving, they've said they can't supply my new address. So they have said they will charge me an extortionate £400 exit/cancellation fee! Obviously this is insane and unaffordable.
I have asked around now at most other providers of broadband e.g. Virgin, Sky, BT and they don't charge you an exit fee if they can't supply your new address.
I feel this is totally unfair and they won't even come to a compromise with me, ignoring my emails.
I will take this review down however if they will come to some kind of compromise with me.
Reviewer
John Parsons
Location
Manchester
Date
02/01/2022
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
My service has been fantastic from day one.
One simple no nonsense but friendy call to book & politely installed within 48 hours.
There was a day it went off for a short period, we were informed of this well in advance, with an explanation and apology - and sure enough service was quickly restored.
This month I was liable to a cost increase but there hasnt been one - this also helps retain my loyalty.
I see nothing snide or inefficient here in Manchester and am amazed to see several negative reviews when most of the giants routinely lie to and milk their customers.
In my opinion, Hyperoptic have been efficient, honest, transparent and very fair.
Reviewer
AC
Location
Cardifd
Date
26/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt.
There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on.
Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter.
Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.
Reviewer
Georgia
Location
Manchester
Date
29/11/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely amazing customer service from start to end. Everyone I have spoken to has been fantastic and very helpful.
I've never had my internet cut out in the half a year I've been with them, they never upped the price, and the speed was consistently good.
I can't recommend these guys enough. Only downside is that its not in my new address but I feel like part of why they have been so consistently good is because they haven't overextended themselves
Reviewer
Federico
Location
London
Date
22/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
I am really disappointed and I strongly discourage this provider if you need reliable Internet service, especially if you are working from home.
I'm without Internet from Friday the 10th at around 10 am UK time and still today, after ten days, I do not have a reply about when I will have back the Internet.
Customer care is inefficient and with poor customer orientation, be ready to wait for a long time before you can talk to someone, and they rarely update you about your case.
Reviewer
mark
Location
sheffield
Date
16/11/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
TERRIBLE CHAT AGENT not even joined and this was the chat lost a potential customer before they started xD-Chat started on 16 Nov 2021, 10:18 AM (GMT+0)
(10:18:17) *** Visitor 13322404 joined the chat ***
(10:18:17) Visitor 13322404: Hi i currently have 80mbps broadband , my own apartment 1 person , what are the benifits of hyperoptic oiver that ?
(10:36:28) *** Uros Bodrozic joined the chat ***
(10:36:45) Uros Bodrozic: hello
(10:36:50) Uros Bodrozic: Can you please confirm the postcode and the flat number?
(10:37:35) Visitor 13322404: i dont need to atm it is optional , i am just asking a question , i have already checked and it is available
(10:38:40) Uros Bodrozic: You can check our current offers on our website
(10:38:56) Visitor 13322404: i am not asking you about offers
(10:39:02) Visitor 13322404: i asked you a question
(10:39:12) Visitor 13322404: can you answer my question please
(10:40:57) Uros Bodrozic: I will transfer you to our customer support team and they will assist you.
(10:41:00) Uros Bodrozic: Thank you
(10:41:06) *** Uros Bodrozic has transferred chat to 3. Account Admin Support ***
(10:41:09) Visitor 13322404: this is the support chat
(10:41:10) *** Uros Bodrozic left the chat ***
(10:43:12) *** Visitor 13322404 has rated the chat Bad ***
Reviewer
Satisfied Customer
Location
Hertfordshire
Date
11/11/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am not sure why there are so many negative reviews here. My install was flawless and the service has been top notch. So glad I switched over from Virgin Media! Customer Service is also miles ahead.
Reviewer
Kevin
Location
Liverpool
Date
10/11/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
When this was sold to me, it was with the knowledge that I would be moving within 9 months.
Comes time to move, Hyperoptic is not available in my new area. They cannot fulfill their side of the contract, but I need to pay cancellation fee and outstanding months.
It's a small company (compared to the big players), but acts like it's already "made it" - offers the same terms of service as companies with total national coverage, but cannot deliver. Pathetic really. I will not be using this service again for personal use or for our business.
Constant line issues, drops, and just terrible terrible customer service working off "copy/paste" scripts.
Reviewer
Michal
Location
Croydon
Date
17/10/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
I had some problem with Hyperoptic reliability and it took them too long to fix it (around a month), but besides that it was all great. When it works the speed is amazing. Support is quick to response, and is usually helpful (compared to other companies). If I had a choice in my new flat, I'd definitely stay with Hyperoptic.
Reviewer
S Li
Location
Landmark East Tower
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I bought a pay and go service of 500MB for one year.I informed the company I have moved out of the flat before the termination date of the one year service.But they ridiculously claimed that I have to pay them one more month fee with a higher price.What a ridiculous provider it is!
Reviewer
James
Location
Liverpool
Date
16/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Broadband not activatable. Customer service refused all resolutions apart from an engineer appointment 4 days down the line.
Caused 2 days of disrupted work and a huge bill for mobile hotspots.
Wouldnt recommend to anyone
Reviewer
Steve
Location
East London
Date
16/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Sergei
Location
London
Date
14/10/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
During last 2 month my network is being down at least once every week and it is not restored until I reach until I reach customer support. You'll be lucky if you are not kicked out from the queue while you're waiting for your spot for 1-3 hours, you'll be able to reach for some help. But even if you were able to reach customer support that doesn't necessarily mean you connection will be restored. Had to ping support several times before I finally could get my network up
Reviewer
Rory
Location
Cardiff
Date
05/10/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
The first installation failed due to outside cables, therefore I was concerned that another attempt would be perhaps months away seeing the reviews. One week later as agreed installation was completed. Most customer service was over emails just in case I needed proof. They were so quick in replies.
All working at the speed I requested so I certainly would recommend this company.
Can’t comment on reliability as it was only installed today.
Reviewer
John
Location
Date
01/10/2021
Ratings
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Terrible, predatory and outdated company policy of forcing new customers to pay an extortionate cancellation fee if you are forced to move house.
£100 cancellation fee if you move and Hyperoptic do not support the location where you are moving to.
An absolute disgrace. Look elsewhere (BT don't do this, for example).
Reviewer
Shariff
Location
Manchester
Date
17/09/2021
Ratings
Customer Service
1.00 stars
Comments:
Misleading. Be very very careful with this company. When joining if you live in a high rise building, never agree for them to have your router to be on the door way. They tell you this is the standard place but it's all b.s. when they can easily have the router inside like normal. But here is the catch, once you complained to have your router inside, they will say it's chargeable £50 if you want the router inside.
Also poor customer service and very unprofessional. The girl who I spoke to was rrud. Don't waste your time with this company, they will lure you in and make you pay extra.
STAY AWAY!!!!!!
Reviewer
Luke
Location
East London
Date
08/09/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Company took months to install cables to the property... Then they decided to install to the front and back of property and engineers were completely confused on what was going on and why..
Then once installation was agreed, the internet signal was never turned on, a month later of saying no engineers (yet plenty of vans parked outside and engineers about) still no internet.
The engineers who turned up for each section of the installation also had no clue as to what the previous engineers were doing.
The entire service is a joke, the customer service department is a joke and hides it's accountability behind stating the engineers are not available..
what's worse is that it's almost been 10 years since Hyperoptic approached me in my previous property to come and install...and they still have not done any installation work to bring their service to that street. Ofcom need to ban this company outright.
Reviewer
Clara
Location
London SE1
Date
21/08/2021
Ratings
Satisfaction
1.00 stars
Reliability
1.00 stars
Comments:
Horrible service! Very unreliable, internet cuts randomly every month and sometimes twice in a week. I’m constantly running out of phone data because I hotspot to be able to work from home way too often. The broadband unreliability is extremely stressful since both my partner and I have to work from home
Reviewer
Simon
Location
Shepherd's Bush
Date
11/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Completely unreliable service. I filled an on-line form and then spoke to a customer service representative who said that since I’m a new customer, someone will give me a call shortly to provide all of the information. After giving them two more calls no one wants to take responsibility, trying to redirect me to their colleagues. I spoke with them a month ago and they told me that they will have to build an infrastructure (bring the cable from the next street) and one of the engineers will contact me within two week as obviously they want me to become their customer. I've been waiting for more than one month now, using my personal data with a hotspot. Now when I ask them why no one gave me a call saying we’re not available in your area I received “I don’t know”. Don’t waste your time with these people, they're just completely unprofessional like they were running the company for the first time. Customer service does not even exist. Very disappointing!
Reviewer
Carlos
Location
London
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Ok product, so I would have reviewed positively if it weren't for customer service rep Nevena Miljkovic, who forced an extra installment in a questionable way.
Reviewer
Diane
Location
Winship
Date
01/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
2 months without zoom as keeps dropping
Reviewer
Kate
Location
Greenwich
Date
29/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Worst customer experience ever! I moved to a new apartment, booked installation works and was given a timeline of 1 week. Then the company said they need to do some works, I was being sent updates that it was delayed by one week, then another one. Now it is one month without Internet at my place and they say they are not sure when installation can be completed. Ridiculous!
Reviewer
No broadband provided
Location
London
Date
27/07/2021
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered the Hyperoptic 500Gbit package since this was the only chance to get a fibre connection, with a much shorter lead time than other providers.
Unfortunately they have proved incapable of providing a service after 3 install attempts and I am only giving two stars because of the customer service assistants on the phone, who were genuinely trying to help.
Despite my building having had its Hyperoptic installation completed, the technicians who showed up in the evening to run the cable into my flat (which was supposed to be an afternoon install) did not find a Stage 1 cable in place as it had not been run from the cabinet to the flat entrance.
I rang the office in the morning, and they promptly booked both the Stage 1 cable and broadband socket install jobs in the following day. Without any notice, however, they just failed to show up due to being held up at another site. I rang again, and after spending 30 min on hold, eventually got promised another install date, which they scheduled to take place 2 working days later.
The people who showed up for the 3rd install attempt, however, were completely oblivious to the fact that the Stage 1 cable had not been run, and evidently did not have schematics of Hyperoptic's installation in the building, as they had spent quite some time checking the utility cupboards for the cable runs and trying to get through to the office for advice. So no install/activation again this time.
Of course, Hyperoptic would likely offer me another install date and probably would provide me with a working service at some point, however now I really doubt the ability of their tech team will be able to help in case I experience any issues with their service later on - especially since they couldn't even install it in the first place.
It is a shame, as all the Hyperoptic staff I dealt with directly were the most polite people and were trying their best to help, but are being failed by their own management and communications systems.
Reviewer
Kendog
Location
Manchester
Date
14/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Waited over a month for an installation date only to be told they're waiting for equipment yet all my neighbours are having theirs fitted no problem. Contacted chat and was told they'll be in touch, exactly the same thing they told me on 14th June( it's now 14th July)
Reviewer
D
Location
London
Date
12/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I decided to switch to Hyperoptic after seeing good reviews online. I was very pleased with how easy the process of arranging an installation was.
The engineer came to install the services two weeks ago, however, they told me that they would need permission from the building management in order to do extra work for the installation. They said that they would sort it out themselves and that this kind of stuff normally takes about a couple of days or so.
Two weeks forward - still no service and heard absolutely nothing from Hyperoptic. I rang up the support line to ask about the progress. The person on the phone said that they're still trying to chase up the building management. I asked them when was the last time the enquiry was made and they said it was on the day of the installation. Yup, a single email within two weeks time is considered "chasing up" by Hyperoptic.
I rang up the building management and they told me that the last email they received from Hyperoptic was several months ago. I called Hyperoptic again to check what email address did they try to reach out to for the permission. It turned out they had wrong contact details. I was waiting for two weeks for nothing!!! Who knows how long I would've had to wait if I didn't take this matter into my own hands.
Everyone in my household is working from home so having an internet connection is an absolute must. We haven't had service for two weeks and no one has bothered to give any updates on the situation. We had to purchase data packages and use our mobile phones for wifi.
I'm really disappointed in Hyperoptic and I am shocked how incompetent they are in cases like this, especially with so many positive reviews on Trustpilot.
Reviewer
Syed haider
Location
Glasgow
Date
07/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Eugene
Location
London
Date
26/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I waited for a month to get Hyperoptic Wi-Fi and still nothing happened. I needed to spend money over other mobile Wi-Fi while they were trying to understand how to instal their own broadband. I am really upset by the lack of honesty from them. They kept telling me that they would have sort out everything in a couple of days, but that became weeks and then an entire month. Speaking with another broadband company, to which I explained the situation they couldn’t even understand how a company would be so useless and unskilled. Huge delusion, especially because the reviews about them were so great!
Reviewer
Tom Dick
Location
London
Date
21/05/2021
Ratings
Speed
4.00 stars
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.
Reviewer
anyotherbizniz
Location
London
Date
29/04/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We bought the fastest (and most expensive) available hyperoptic package as we were tired with BT's intermittent service. It is indeed fast - but only as long as you are right next to the box. Stroll a couple of yards down the hall to my bedroom and I get less than 0.5mbps download speed. Honestly! What a terrible box they sold us. Does anyone know a provider that can deliver a service in the whole flat?
Reviewer
abdul
Location
london
Date
24/04/2021
Comments:
IPTV not working since 2 weeks with fibre connection
Since last week faster broadband hyperoptic fibre I've not been able to watch anything over IPTV.
The channels are connecting all the time internet light on
IPTV used to work fine when I was on normal broadband and the old router, but since last2 weeks nightmare after another!
Reviewer
Y
Location
Edinburgh
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
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
Reviewer
Matt
Location
London
Date
23/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I lost service for 9 weeks, their customer service is a total joke! You raise a ticket, wait 3 days being ignored, then get an email saying they are closing the ticket because of inactivity.
Finally they replied, blaming me which was proven not to be the case. Then they went quiet again
In the end I withheld payment, and got a series of aggressive emails saying they had suspended a non-existent service. Still no resolution, they make BT look good!
Reviewer
Bertrand Zidler
Location
Glasgow
Date
10/04/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I can read many bad reviews, mostly from London. I know unsatisfied people are more motivated to write complains and bad reviews. I have used many providers over 30 years and this Hyperoptic connection is certainly the best of all. But the quality may well depend on the location. And fortunately I did have to test their CS.
Reviewer
Albert
Location
North London
Date
28/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
you start with an awful installation on your wall, they do not care about your flat. Speed is very variable and forget the marketing published super speed. Customer care does not work, experiencing delays in answering is ordinary. I am moving to another company.
Reviewer
Giorgi
Location
London
Date
12/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid Avoid Avoid
Reviewer
Giorgi
Location
London
Date
12/03/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolute joke of a service, line goes dead for a minute or two in the middle of meetings, several times, each day, everyday. They fix it for you over the phone and back to the same "service" the next day.
Reviewer
Guilherme
Location
NW London, UK
Date
08/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Tl;DR: Don't fall for the 1Gbps marketing. Or any of the "faster speed" marketing on their media. Just another average provider, they just stretch the facts more than usual.
Being honest, if you only need an average connection and northing out of the ordinary - just like with Virgin, BT, SKY, Talk Talk and others - and DON'T need the speed that they advertise you may be just fine. Just like any other average connection.
But if you're choosing them for the "fibre to the property" and the "over 12x faster than the UK average", don't step any further.
For emails and ocasional netflix/YouTube it's okay, but if you happen to work from home and make regular video conference calls/meetings, or work with heavy files, or stream 4k video, etc., manage your expectations and proceed with caution (or broaden your search).
I have been a Hyperoptic client for about 14 months now. Got the 1Gbps from day 1 and according to Hyperoptic own tests my speed is less than 500mbps download - tests performed by their own engineers are attached.
After months with back and forth, several tests on my end and many visits from their engineers (with loooong waiting times for responses and huge lack of communication in between themselves) they are now just offering me to downgrade, as they can't deliver on what they sold.
Yep, so all that competitive advantage marketed all over their media that made me choose them over Virgin is out of the window. And they don't really seem to care.
For the record, I have spoken with other people in the same building and many others are going through the same issue, but Hyperoptic is never clear about that, nor has provided with any idea on when the issue will be resolved.
The way they also handled the whole low-speed complaint was very unprofessional, with one of the engineers even trying to convince me that under 500mbps on a 1gbps connection was "very good".
Overall I see huge potential in the company and hope they improve very soon, but right now what I can see is that they're overpromising and underdelivering. It's a petty.
Reviewer
Scott lambson
Location
Canary wharf
Date
16/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I’ve been a hyper optic customer for over 10 years. I have been generally disappointed with the speed of my 150 gb.
It is not uncommon to have streaming movies start to que.
especially around 11pm to 1:00 am the speed is horrible.
I don’t get it. It is fiber optics. I’m grateful that we are finally moving and I can pay their cancellation fees after being a customer for 10 years. That’s hyper. I wish I never met you.
Reviewer
Matt
Location
Manchester
Date
16/02/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
When it works it quick, but on a twice weekly basis they take the network down for maintenance without telling you, CS are useless and rude. Constantly getting calls from their sales team to upsell
Reviewer
Johannes
Location
London
Date
27/01/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I don't understand all these negative reviews. We now have Hyperoptic for at least 5 years in our block of flats and I never heard of or experienced any downtime.
Installation went without any issues and the engineer was polite and did a great job. He routed the cable nicely along with the ceiling, precisely to the point I wanted to have the router. Since then I buried the cable in the ceiling and extended the cable. Easy enough to do.
Initially, we had the 100Mbit connection which was upgraded for free to a 150Mbit connection. While working from home and being reliant on a fast and stable connection I upgraded to the 500Mbit connection. I used the online chat to do that and it took literally a second and I had my 500 up and down. For this, you obviously have to connect via a cable. A lot of customers seem to complain that the wifi doesn't deliver the promised speeds but most computer wifi adapters max out (if you are lucky) at 300Mbit. If you are in a different room, forget to get full speeds. That's simply not possible. You could run cables and have multiple access points to achieve this.
I also had an issue with the old first router as I wanted to assign more static IP addresses and they send me a new one immediately free of charge.
Speed is as advertised and I get an incredible ping of 1ms. For the cost of now £35, this is a bargain.
Reviewer
James Elkington
Location
Islington
Date
27/01/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
Reviewer
Bennyboy
Location
Glasgow
Date
17/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Don't touch them with a barge pole.if I could give 0 stars I would. Worked ok for the 1st few weeks then nothing, All it does is buffer. Called them up and they asked ethernet or wifi? Said wifi, oh just connect ethernet and it'll be fine. No it's not, she then said it's because the router is to far away from TV??? You kidding me on you placed the router, her response we place it beside the front door? That's your problem then get it moved, no their policy is it goes beside the front door??
Then told I needed a booster cable, not their job to provide so cost me £26 and guess what - didn't make a bit of difference.
I'm now paying for a service that DOESN'T work. Wish I'd researched these cowboys before I got them. Worked during cooking of period then as soon as this is over and your stuck, it stops working. do not touch this company. Pay that wee bit extra to someone who can provide a service.
Reviewer
Ed
Location
Bristol
Date
26/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
My broadband with Hyperopic was activated in the mid of December, after just a week use, the internet is down. I called the customer service and they told me they will send me a new router and it will arrived in one or two business days.
Since it's already near Christmas, I asked them whether they could call the courier to check whether the courier company still work during Christmas, then they told me it's a unreasonable request and I was crazy to ask them to do that. I was surprised and utterly disgusted. I couldn't see why it is a unreasonable request and why I was called a crazy person. I told them that I simply wanted to get more information in regarding to the delivery. They told me repeatedly that it is an unreasonable request and under no rule or regulation they should do that. Then I asked them whether they could keep me updated on the delivery, they told me I should check my email about that. I told them I didn't have any internet connection so I would prefer a phone call or a message. They told me I could just call them back to check it. I insist that they should at least provide some updates as it's not easy to call them as there is always a long wait. Finally they decide to ring me back the next day to provide update.
However, it's been four days, I haven't heard any news from them and I still didn't receive my router.
I can see many people have some bad experience with this company according to their feedback. However, I can never imagine that the customer service in a well-established company can say such vicious things to a customer via the phone and make empty promise without any consequences. If any company should go bankruptcy during the pandemic, this company should definitely be on the top of the list since no customers should go through such experience and no one should use this company.
Reviewer
Felician
Location
London
Date
22/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly disastrous service!!!
So, here i am, writing a review about Hyperoptic company and their services. I've had my fibre optic installed on the 11th of December, all went went, just at the end the engineer said there was a switch missing inside their main cupboard unit. The infamous part took no more no less than 10 days to get replaced!!! Yesterday, the 21st of December, after calling them to ask why the internet wasn't running, i was told that it needs to be activated from their end, which will be on the evening, or the following day in the morning.
As usual, the next day around lunch time, i called them up to see what's going on, just to be told that the switch that was installed isn't compatible with their equipment, and now another one has to be replaced with!!!
All this time, since the 11th I've been paying a daily data fee to my mobile phone provider, as i am working from home and need internet.
I know already that will take another at least a week for them to get that part replaced, then God knows what else will come up " not compatible" or broken down...i can see it already not having Internet until the New Year, with Christmas and all the holidays coming up now...
Is this truly a decent service to be provided, to have to wait this long, then again be told it's still not running... I'd give it less than a star if i could, it's so utterly ridiculuous the level of service...
Now, I'm sure someone from their company will probably reply with the usual standard" we're really sorry for what's happened, we do whatever we can and take our customer service seriously"...
I ask you now: how will their answer, whichever that is, help me get my internet up and running? You tell me that!
Instead of blind replying with standard, sugary, empty words, i'd seriously re-evaluate how their engineers work, what the issues they encounter that can be looked at so that it doesn't happen again...
This is what I'd do:be practical!!! Stop the BS wording than anyone can throw around and do something physycally to action your issues, for a change!!!
I'm sorry for all those that are usimg their services and say it's decent speeds and customer services...all i can review is based upon my experience, i hope I'd be the only one to have this happening to, but something tells me that this is how they run their services, which is an absolute joke, if you ask me...
Knowing now that my holidays have been ruined with having no internet, I'll be looking at cancelling the contract and testing out another supplier of fibre broadband...hopefully not all of them would be so bad...or maybe they are??? Something to be seen...
Happy holidays everyone, hope to get at some point next year my internet running with some sort of decent customer services...not asking for great service, if you noticed, just decent one...is it maybe too much to ask???
I hope not..
Reviewer
Felipe
Location
London
Date
22/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Every year the same history!
Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!
This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).
After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?
"No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"
Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.
CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.
Reviewer
Serafim Kalliadasis
Location
Wallingford, Oxfordshire
Date
19/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
By far the worse broadband provider. I give them one star in all categories as this is the minimum possible score. They do deserve a zero though throughout. We've had ongoing problems with broadband since we joined Hyperoptic on October 16. I never heard of them before, the only reason we joined is because the developer from whom we purchased a property work with Hyperoptic.
What is the problem. They talk on the phone and the make suggestions and so on (at times rehashing standard information that you can easily google, e.g. the difference between 5GZ and 2.4Ghz in WiFi). That's where the buck stops. Its almost impossible for them to provide hands on/engineering support. We had to wait for ~3 weeks for an engineer. The case how to be escalated to something they call "Advanced Tech Team" or something like that. This team will decide if engineering are needed. The appointment with the engineer could not be brought forward, we had to wait and that's that. Interestingly, Things improved after the engineer had been, but as it turns out only temporarily. We now have intermittent internet and frequent interruptions on a daily basis. We asked them on November 25 to try to monitor things. They ignored. Each we call them they give us the same spiel. Try so and so, which we have already tried anyway as by now we have become experts in troubleshooting internet. Eventually, today December 19 we talked to a manager. It looks like we might have to wait for at least a week before something happens.
You see, the standard model for a broadband provider is customer service, hands on work-engineering and hardware. They fail in all three categories. The service people will try to put you off by suggesting the same kit and caboodle each time you talk to them. They are polite most of the time, but it would be better if they were to do their job instead. Engineering support is practically non existing. I suspect their engineering network is too small. So if, like in our case, the problem is outside the property, and we can prove it, even though they keep on asking us to repeat the same tests that we have repeated many times now, that's it, you basically had it. We have put a huge amount of time and effort, missed many of our online meetings from work, huge upheaval and disappointment, this is the year of COVID where many people like ourselves work from home and they need a robust internet connection. But they cannot provide it. Not only that, but they are not committed to providing a good service. Despite what they advertise at the front of their website.
Reviewer
Anonymous
Location
London
Date
08/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person).
When working its decent speed, but if you need something reliable when working from home and/or stuck in house due to lockdown its too unreliable don't swap if u need internet for work due to covid.
Their status page always says the same thing it never changes no updates for what is going just:
"We’re sorry for the disruption to your Hyperoptic service. Our engineers are currently investigating the cause and will work to restore connectivity as soon as possible. Thank you for your patience."
Reviewer
Adam
Location
Liverpool
Date
30/11/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible customer service. Shoddy workmen who installed. Quite good speeds.
Reviewer
Nick
Location
London
Date
23/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service.
I have never had a broadband provider as bad as this.
Reviewer
Kiti
Location
London
Date
10/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
I suppose Hyperoptic may provide great service, but I never managed to get past the equipment installation phase. After a three week wait, an engineer came in to instal the equipment. He failed to complete the job on the day and said that Hyperoptic would send someone within two days. A two day delay did not seem not ideal, but was quite acceptable. However, when I called Hyperoptic the next day to enquire about the appointment to complete the installation, I was told that the next available slot was in two weeks. So, effectively, Hyperoptic put me at the end of the queue. Even if my experience is an exception, it still shows the poor quality of customer services at Hyperoptic.
Reviewer
Dorothea
Location
London
Date
01/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Reliability
1.00 stars
Comments:
This provider turns things into Desaster once it starts going wrong. I moved into new flat with hyperoptic availability and booked installation weeks in advance which got confirmed via automated texts and emails up until the day and time of installation appointment. Then no engineer was to be seen and no cancellation was sent either. Waiting around for nothing is one thing! Having to deal with customer services after that another! Their phone line got support didn’t work. The support email service responded only with a general acknowledgment they’d get back to me soon. The support chat online had a long queue and because of unstable phone connection at the property I got disconnected several times and finally excluded from chatting, right after I managed to get the information that the next available slot is almost fourteen days away. Before we could confirm even that date the chat got ended. I work from home and entirely depend on internet for this, and the way hyperoptic cannot provide any support or help when things went wrong from their side is upsetting and unsettling. Avoid, if you depend on reliable service and support!
Reviewer
Dr. Serafim Kalliadasis
Location
Wallingford, Oxfordshire
Date
20/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hugely disappointed with this provider. Moved to a brand new property that was meant to have 1GB fibre optic. Yet, the maximum speed we've got so far is 300 MBits. Wifi is also weak and both internet and WiFi are unstable and fluctuate widely. But they advertise themselves as "life in the ultrafast lane". Since our move to the new property on Friday October 16 we have made numerous phone calls to Hyperoptic and they cannot help. They insist on doing endless tests from distance instead of sending out an engineer. In our previous property we had Virgin Media and never had any issues while an engineer was always available, you simply had to book an appointment. Unfortunately, Virgin Media is not available where I moved. Back to Hyperoptic. They seem more like a bunch of students who are polite on the phone but they do not know what they are doing and have very little knowledge of technology. My advice to all. If you work from home like myself, and you do work that requires serious computing and stable and robust internet connection, avoid Hyperoptic.
Reviewer
Rob
Location
Birmingham
Date
05/10/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
From order to picking install date, completely hassles free, I kept my old provider active (Sky) until it was all installed just in case .. was not needed as was all installed and active so easy ... so far service is fast ! i had 150mbs installed. biggest problem was the 56min wait on call to sky to cancel my old sky broadband
Reviewer
Sylvia
Location
Manchester
Date
27/09/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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.
Reviewer
Mamello
Location
E14 London
Date
18/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have been waiting for a router to be delivered to me for over 2 weeks now.
I was told that the router was returned by Royal Mail twice, without anyone knocking on my door because I have been home the whole time.
When I called last week I was told by a customer service agent that an engineer was going to deliver it to my house on Monday, 17 Aug. This didn't happen.
I called again on the 17th, and an agent told me that they were going to check what happened with the engineer & delivery, and I haven't received any feedback on this.
I called again on the 18th to check whats happening, the agent I spoke to told me that it's not possible for an engineer to make deliveries and this can only go through royal mail.
I'm very annoyed at this point because I've been in desperate need of the router since I need internet to do my work with all this working from home.
I don't understand why I would be promised that an engineer was going to deliver if that's not something that the entity does.
I even offered to fetch my router from wherever the company is ordering from, because I know with my situation I cannot keep waiting for all this back and forth.
Can someone make sure that I receive my router as a matter of yesterday, and can agents share information with each other so I wont have to narrate this story every time I call.
I have lost all confidence in all this royal mail story because I specifically asked to fetch the router myself, I dont know why this is an issue.
I cannot keep waiting more weeks for this
Reviewer
Kai Boon Tan
Location
Edinburgh
Date
04/08/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
INACTIVE SERVICE two weeks after Installation
[4th August day 12 post-installation] No signs of service activation. It seems like the customer service is trying to calm frustrated customers by making empty promises that they genuinely don't mean to make, while reluctantly liaising with the main culprit i.e. the technical team that lags behind on the technical troubleshooting. I empathise that the customer service staffs for not being able to control what is going on the technical side. But I am still leaving one star because there are apparently serious problems within Hyperoptic that a broadband service remains inactive for almost two weeks after the installation.
[29/7 day 6 post-installation] - Absolutely no improvement has been made so far. While actively keeping me posted, the customer service still pushing the other internal teams to resolve the problem. Rating dropped to 2 stars for the ineffectiveness of the internal team.
[27/7 day 4 post-installation] - [Reply] Thanks for your quick response on here, I am afraid that was what has been promised over the past four days, but absolutely no improvement has been made so far. I haven't received any updates from the advanced technical team to fix the problem.
Received a phone call from the customer service team right after the previous reply. The customer service staff Ognjen is acting professionally and positively. The customer team surely demonstrated effort to track this issue. They mentioned the issue has been cascaded to a specific team that is still trying to come up with the solution. I have raised the rating to 3 stars from 1 star for the customer service for now.
[26/7 day 3 post-installation] - After three days the internet is still inactive. I tried to phone the customer service several time and apparently there weren't much they can do apart from raising it to the advanced technical team which is still MIA up until now.
[23/7 Hyperoptic installation day] - Engineer came to install and claimed that service will be active in 24 hours.
Reviewer
Rustam
Location
London
Date
03/08/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Not sure about all the negative reviews, but my own experience with Hyperoptic for the last 3 years has been all positive. Great speed, reliable connection, particularly important nowadays while working from home, good customer service.
Only recently had an issue with the broadband, called customer service on Friday, had 2 blokes visited my apartment couple of hours ago (on following Monday), changed the router and all back to normal.
Perhaps their service is not consistent and depends on the area, but again, my experience with them in south east London has been all positive.
Reviewer
Do not use if you need to use VPN
Location
London
Date
31/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Decent speed and good customer service, however it is pointless when internet drops every time you connect to a VPN because there is no static IP addresses. I bought an add on for another 5 pound a month for a static Ip and it still does not work. Do not even waste your time or money on hyperoptic if you need to connect to an external VPN
Reviewer
steven
Location
north east
Date
28/07/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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
Reviewer
steven
Location
north east
Date
28/07/2020
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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.
Reviewer
Nicola
Location
London
Date
21/07/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly ghastly. I’ve had this service for four months and I can’t wait for the 12 month contract to be over so I can move elsewhere. The speed is so painfully slow, I’m either getting back to back buffering or pixelated pictures. Watching tv is now a trial. I had an issue over the installation and found customer service very pleasant but useless so I’m afraid I’m not going to bother reporting this, especially after reading the reviews.
So, if you’re thinking of trying Hyperoptic, please don’t. They’re a terrible company, the service is dreadful and customer service may as well not be there. Crooks.
Reviewer
Don
Location
London
Date
09/07/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
THIS IS A GENUINE REVIEW! I'm coming up to my first year with Hyperoptic and I can honestly say I am happy with service overall. Speed on the whole is as advertised and the but reliability can be patchy for only short periods of time. The helpdesk is accessible, quick to respond and professional. It's also nice not to be dependent on BT!
Reviewer
Ben
Location
London
Date
23/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
It shows that a lot of these reviews on here are fake. Their service is POOR, POOR, POOR. Don't use.
Hyperoptic installed it, went fine, they arrived on time. Since then the connection has been horrendous. I've challenged them on this and they told me to upgrade. This will solve all of the problems and guess what, it didn't.
In subsequent conversations they were patronising and condescending telling me that walls slow down the connection. From what I know, everywhere has a wall. Then I was told if something blocks it like a wall you can expect really terrible wifi. This is exactly where their engineer installed it, by a wall.
They then said they would do some things to increase the speed, they actually made it worse. Their support team then blamed me, even though everything is all in their hands and said there was nothing else to do, even after they now charge me more and forced me to mail them back an old router which didn't work.
POOR, POOR, POOR.
Reviewer
Leonard Robinson
Location
Portsmouth
Date
05/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
contracted with Hyperoptic because the Fibre was already installed within the area of the Flat. The installation man arrived promptly on time and was shown the location where the Hub was to be installed. This location had power, the telephone connection and a CAT 6 cable. The distance from the front door (Where the Fibre was available) to the position of the hub is 4 metres. The installation engineer informed me that he would only install the Hub above the door and that the cables of power, Telephone and Cat 6 wold need to be run around the wall and connected to the Hub. He would not budge from this, and he was informed that the flat had recently been refurbished at much expense and that I did not think that running cables around the wall was in keeping with my requirements. He was informed that the ceiling was dropped with a cavity that could be used for the cables. The engineer was not interested and the installation had to be done his way or not at all.. He informed me that I could get somebody else to hide the cables in the ceiling WE parted company and cancelled the installation, It seems that Hyperoptic do not care for customers wishes - Maybe I have been lucky as the support from Hyperoptic gets a very low score on the reviews.
Reviewer
Laurie
Location
Coventry
Date
23/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
I made the mistake of simply cancelling the direct debit because it was unclear how to cancel my service with them. They didn't email me to say until the account had racked up two months of unpaid bills. The cancellation process took multiple days of email transactions all whilst I'm paying a pro rata fee for the extra Internet and I had to pay these bills and a £10 reactivation fee just so that I could wait another month to cancel my account (and pay for this month of unused Internet).
Reviewer
Zoë
Location
London
Date
13/05/2020
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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.
Reviewer
Richard White
Location
London
Date
13/05/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Lots of mixed reviews with I dont understand. I have been a customer 2 years now and have had no issues. Im on my second router now and get 170 Mbs in East London. Hyperoptic always reply to our emails (usually Petar or Zorica) within minutes and recently said they had a new offer where we upgraded to a new router and paid less per month !!! we are very happy customers .
Reviewer
Andre
Location
London
Date
12/05/2020
Ratings
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Hyperoptic is not customer focused so be careful when you sign up. I've asked for a speed upgrade which locked me for 12months. I received and read the fine print after a couple of hours of changing the service and I wanted to go back to the previous package because I didn't agree with the T&C but they didn't let me. I'm escalating this to the consumer rights, but at this point all I want is to get rid of them.
Reviewer
NN
Location
London
Date
26/04/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I've had hyperoptic for years including at different locations in London. Have never had any issues at all and great customer service as well whom I've contacted a couple of times over the years to change packages. They even gave me an excellent new offer after my contract had expired which is much lower than what's published for new offers as well! Internet service and phone line both work very well, not had a single issue ever actually...
Reviewer
Rubi
Location
London
Date
19/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Terrible terrible company. AVOID AT ALL COSTS!
Firstly, they lost our landline number which we have had for close to 20 years during porting. This is something I can never forget or forgive as friends of my parents will not be able to contact them.
Bill went up by £15 a month! started at £23, now paying £38. Now after losing our old landline number, they do not let you take the new phone number either, so the only way to keep number is to stay with" them. This made me think if the number was lost intentionally. Frankly speaking, I do not use the landline at all and is not an issue but it is about the principles - they are not making customers aware of this at the beginning, so please be aware of this.
Broadband speed was fantastic to start with, but it keeps dropping so you constantly have to nag them for resets etc. It really is not worth the time and the effort. They are always available online but they are not able to solve anything.
I hope it saves someone else and their phone number, I wished someone warned me beforehand.
Reviewer
Ronnie
Location
Ealing
Date
17/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
These people are a disgrace , terrible line and over charge constantly. It is much better to go elsewhere for your broadband
Reviewer
Mona
Location
Sutton
Date
14/04/2020
Ratings
Customer Service
2.00 stars
Speed
2.00 stars
Comments:
The most unreliable company I have experienced!
They are cheating on the speed. They are always available at customer service but they lies with the information about the price. They are talking in the way to confused you and avoiding to sharing the real final price and what you will pay finally.
Try to avoid them.
Reviewer
JM
Location
London
Date
13/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
STAY AWAY from this awful company. Completely inconsiderate - when I initially ordered I've been asked to wait for 2.5 weeks for the next available installation date. Now they have cancelled my broadband installation one day before arranged installation date and rescheduled it another 2 weeks after without consulting me. I called them and explained that I've been living without internet for 3 weeks already to which they replied, there's nothing they can do, although it says on their website that they will prioritise for customers who don't have internet connection. I could've ordered with some other broadband provider if Hyperoptic were transparent and and would give me more notice before cancelling installation. I never felt so let down and frustrated by a service provider.
Also it's apparent that they are cutting costs by outsourcing their customer services to Serbia with staff who's English is rather poor.
Reviewer
Janine
Location
Essex
Date
01/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Been a customer for 2 years time to renew my current package has gone up £4
No loyalty discount and current situation our country is in with covid-19 and everyone losing their jobs just another worry to add to my list of things haven't got money to pay for #ShameOnYouHyperoptic
Reviewer
B Khan
Location
Liverpool
Date
14/03/2020
Comments:
Worst internet company ever, they signed me up for 12 months contract and I only wanted was a one month rolling contract, now they can’t provide services in my new apartment so I have to pay cancellation fee which is £151. I am never going to recommend this company to anyone or use there services ever again.
Reviewer
Edward Gilligan
Location
salford
Date
02/03/2020
Comments:
Just found out from my bank of massive price increase on my Direct debit without any notification from them
Please beware in case you go overdrawn
Disgraceful behavior
Reviewer
Dewald
Location
LONDON
Date
18/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Honestly, I couldn’t be more happy with Hyper Optic. Before I joined them I heard some negative feedback about their service, so I was nervous to join. My previous provider offered great customer service, but the internet was rubbish. I took a chance and moved over to Hyper Optic because of the great deals and super fast speed. I’ve been with them for a year now and just renewed my contract. Their customer service has been great and my internet has never been so fast. Keep it up and you’ve got a customer for life.
Reviewer
ariroz
Location
Central London
Date
18/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Terrible service. Cancelled installation at last minute. Make empty promises. Full of people who do not care if what they say is true or not. Please be ethical and truthful when you provide a paid for service.
Reviewer
Sasi
Location
London
Date
11/02/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
I waited 3 months for hyperoptic connection in my building and I have connection issues every other months on top the most annoying thing is they 24 hours customer service is ******* no ones answer customer call after 10pm this happened to me more aften I don't know why hyperoptic advertising falsely and make customers wait for hours and in the end no one's answer. absolute idiots
Reviewer
Josh
Location
London
Date
07/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
LIARS - AVOID AT ALL COSTS. If I could give zero stars I would. Twice booked an installation with them, they confirmed they would be able to install it in my flat and told me they had installed it in my neighbours' flat (I have pictures of messages confirming this), engineer arrived and said it couldn't be installed. One of them is lying. Terrible company. AVOID.
Reviewer
Carl Mayhew
Location
London SW18
Date
06/01/2020
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Fast internet but unethical practices. Automatic price hike of nearly 50% at the end of the 12 months with no warming and no possibility of backdating to a usual price even if you renew. Also they don’t offer any more than 12 months so they can do this every year. This practice should be banned and indeed there is new legislation is coming in to make them at least notify us.
Reviewer
Red
Location
Nottingham
Date
02/01/2020
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Overall cant complain. however fibre is costly compared with competition.
Reliable connection that rarely drops (had to reboot router minimal number of times within 12 months).
Customer services on the 2-3 times I dealt with them were very helpful when signing up and when troubleshooting smart TV connectivity issues. They even set up a different local network for me called TV with different settings to help make the smart TV functions work - turned out the range or reliability is just poor on Samsung smart TV's and needs a wired connection to avoid drops. (nothing to do with hyperoptic router or internet speed - I resolved issue with a powerline adapter)
However I have just changed providers to Sky following an attractive black Friday deal which is maximized when bundling as many services together. Lets hope Sky relibaility is similar.
(Note - City Centre location)
Reviewer
Keegan
Location
London
Date
25/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company offers you a great deal to sign up but when its come to renewing your contract they say, we don't have that deal anymore and your packages gets more expensive. Also @Hyperoptic
@HyperopticCS
Ur #BlackFriday is a massive con. use code BF19 & save £190. Ur packages haven't changed prices in the last 2 months, u were already offering free installation, STOP false advertising & trying to rip of people with a FAKE #BlackFriday sale..
Reviewer
Sammie
Location
Poplar
Date
12/11/2019
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Works fine most of the time. Have occasional connectivity problems. Broadband is down today, they boast a 24 hour chat service, but the waiting time is far too long, so I waited and quit, hoping they'll have it fixed by the morning. Not impressed.
Reviewer
Yasin
Location
Slough
Date
07/11/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I am extremely annoyed with my Hyperoptic connection. Then again I have had bad experiences with Virgin, EE, Sky and TalkTalk. However for some reason I believed Hyperoptic would be different.
I constantly suffer from ridiculously slow internet speeds, often the internet collapses all together. I am consonantly restarting my router. It does not matter if I use the 2.4GHz or 5GHz frequency. If you do complain to them about the 5GHz frequency you will be overwhelmed with excuses about the limited range of 5GHz, but it is the same story with 2.4GHz. I ran countless speed tests on their own website, always with abysmal results, most times the internet was so bad, that I could not run the speed test at all. When confronting Hyperoptic they simply claim they cannot see any issues from their end, despite my ton of proof to the contrary. I was asked to do countless tedious procedures, such as disconnecting any device ever connected, standing next to the router, connecting all devices again and then running speed tests on all of them. I do not want to waste any more of my time, just the back and forth with customer support costs me countless hours. All I am asking for is a reasonably reliable internet connection with reasonable speeds, without having to reset and reconnect router and internet devices daily.
Reviewer
Andy
Location
London
Date
31/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
After having a really bad experience with Hyperoptic service in a previous apartment I swore I would never have anything to do with them again. Unfortunately we have just bought a new apartment where Hyperoptic is the only realistic option because alternatives are super slow. After waiting 2 weeks for an engineer to come I took the morning off work for the appointed time slot and needless to say nobody turned up. No text message to say they were going to be late, no email from Hyperoptic apologising, nothing. I spent two hours on the phone to 3 different people trying to find out where they were. Eventually an engineer turned up two hours late and explained that two engineers were always required in this building and they only sent one. So yet again we are at the receiving end of this company’s utter incompetence. I simply do not know how they are in business. A manager pointed out their customer service award which based on my experience in two different properties is an absolute joke. I would strongly advise having nothing to do with them unless you have absolutely no alternative.
Reviewer
David
Location
Edinburgh
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Be VERY wary of this company and how they do business. I noticed a sudden price hike on my bill of 25%. When I called them to enquire what it was for they told me that my current contract had ended and this was the standard rate after a contract expires. No warning that my contract was about to expire, no notification, nothing. Just a sneaky charge on my bill. As a result of this I will now be looking for a new broadband supplier and rating them accordingly. Hopefully the extra money they managed to make out of me was worth it!
Reviewer
Nigel
Location
London
Date
18/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I moved into a new build in August, Hyperoptic had made a huge song and dance about how good their service was and that it would be available any day now.
At the end of August there was still no service available, but they kept saying it was only a week away, at the end of September they were still saying it was only a week away. Now in mid-October they have changed the service availability to "It won't be available this year, we expect it to go live between March and June 2020."
So instead I've gone with BT Ultrafast (300Mbps), I signed up on Tuesday, the service went live today (Friday). Other providers were available as well, pretty much all apart from Virgin unfortunately (not a cabled area). So BT have managed in two days what Hyperoptic are unable to manage in three months and appear to need another nine months to do.
Reviewer
Unhappy
Location
E1 London
Date
15/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
ZERO STARS NO SPEED NO CUSTOMER SERVICE
moved in and had this pre - installed - service was alright at the beginning (also only one i could get) getting the speeds as advertised 150mb or near enough to it. More People Moved into the building Speeds now constantly averaging 3-15mbps ( no i haven't missed a zero) speeds are so low emails dont load. Been told nothing is wrong and no faults on the line - suggested several times it might be due to more people - told at one point to not use it at peak times ( ie evenings and weekends) and it will be ok! whats the point of having it I'm not even downloading or using it that much and still i get a service so low - after much frustration and very poor customer service they agree its due to poor lines and cant handle the traffic -
Good thing Virgin has just started providing in the Building -
Reviewer
Stanislav
Location
London
Date
14/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Ridiculous company! We have talked with 2 managers on the phone, they both offered a 3 months free trial period, but really keen to sign up us for a 12 months contract. We have agreed to test for 3 months and decide then which package we'd like to proceed. After 2 days we got a bill on almost 90 pounds to pay with notice that we have to pay 60 pounds more in a month! The support replied to us that we actually declined 3 months free trial and opted in immediately on the most expensive package for 12 months, what??? This is just a scum, avoid!
Reviewer
K
Location
Stratford
Date
05/10/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Save yourself. Don’t use.
Reviewer
chris
Location
Newcastle
Date
01/10/2019
Ratings
Reliability
1.00 stars
Comments:
If I could give zero I would. Disconnects several times a day, barely 30% of the advertised speed at best. The only redeeming feature is that you can usually get thru to 'faults' in under 40 mins, in contrast to most other providers... to go through the rigmarole of not solving the problem. Cancelling service and told them to sue me for the balance. I ll be selling tickets to any court case !
Reviewer
Hala Fattal Dakmak
Location
London
Date
26/09/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Comments:
I had Darien come set up my internet broadband and he was really helpful and precise and got the work done easily without creating a mess.
Reviewer
Evangelos
Location
LONDON
Date
16/09/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Excellent customer service, everything was pre-installed in the building, had internet within minutes when I moved in. From time to time has some minimal IP resolving issues which can be ignored or bypassed by changing the DNS service.
Reviewer
james
Location
London
Date
13/09/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
speeds constantly down. have to phone up to fix it every time
Reviewer
E Bamber
Location
Southampton
Date
19/08/2019
Ratings
Satisfaction
1.00 stars
Comments:
I'm a landlord and my tenant has just moved out of the above postcode. High speed broadband was already provided to the apartment block by another firm however tenant obviously decided beveanted hyper optic. No permission was asked and now we are in the flat we were shocked to find all this extra wiring, socket with hole drilled in ceiling. We are worried it contradicts terms of our lease as the wires must go along communal corridor.
Why did hyper optic not ch k who owns the apartment and if permission was needed before they installed their products
Reviewer
Brad
Location
London
Date
11/08/2019
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Super fast and all but unreliable. Speed is unstable, ping is random, blocks some sites periodically. Definitely would have stayed with BT if they offered reasonable speed in my area.
Reviewer
Conor
Location
Homerton
Date
05/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Had for over a year and it's super fast. Customer service answer calls quickly and only had a couple of outages in the whole year. Happy customer
Reviewer
Renan
Location
Manchester
Date
16/07/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
It took, to Hyperoptic 2 months to comission the line
Therefore they cliam that the starting date was later than expecting so they couldn't issue the £50 voucher which was coming with the package.
The service has been very average with dropping connection depending of the weather.
And to leave they have been a nightmare.
Only one regret, being patient and not cancel when waiting 2 months without internet for comissioning.
The customer service prefer to blame you rather than help you out.
Reviewer
alan
Location
london
Date
05/07/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you
Reviewer
Frank
Location
Leeds
Date
05/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much!
Reviewer
Aditya
Location
London Strata
Date
02/06/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that.
I will not recommend this to anyone else - go for more established names instead. I am getting put of the contract since I am still in the 30 day “test phase”. Imagine what would have happened once out of the 1 month period.
Reviewer
Ryan1509
Location
Manchester
Date
29/05/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been with them for 12 months and about to renew for a further 12. Service has been brilliant for the entire contract. Had 150mbps and the speed has remained at that for the whole contract. Had to speak to customer service once due to a fault light flashing on the router, within minutes they upgraded my router to their newest version and sent it out free of charge the next working day.
Considering upgrading to 1 gig speed for the next 12 months.
Highly recommend
Reviewer
AG
Location
Romford
Date
29/03/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
The customer service I experienced with Hyperoptic was very nice. I have never called, only used their chat service. I have never had to wait for than 2 minutes for someone to chat to. The only times I had to get in touch was to set up the account and at the end of the 12 month period. Very helpful staff. Even the engineer who came to install the socket was helpful and courteous.
I started with the 1GB account, but only got 270Mbps. There was something wrong with the line. I then changed to the 30mbps one (which was enough for me). One an average, I would get 20-25mbps.
If you are debating on using them, I highly recommend using them.
Reviewer
Andre
Location
Liverpool
Date
12/03/2019
Comments:
I was very disappointed when, after the purchase, I discovered that what was written in the pamphlet I received at home was a lie. It is written FREE same day activaction but on the next page after payment I discovered that I had space to schedule only 8 days later. I entered the chat and after explaining everything the maximum that was granted to me was a change for 7 days later. A lie to sell.
Reviewer
Slav
Location
London
Date
05/03/2019
Ratings
Satisfaction
2.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Service started out great, brilliant support all the way through the contract, but then...
I found out they signed me up for a 12-month contract for £67 per month right before I was due to move out.
Based on their site £64 is pay as you go 1GB service, and 12-month contract appears to be £46 per month.
I discussed this with their management and they advised that this was a contract I signed, my question is why would you give me the worst possible option (doesn't sound very customer-centric to me).
So it sounds like they screwed me from the start. Safe to say I would not be recommending these guys any time soon.
Luckily I only had about 2 months left in the contract as I had to move out of the property I was renting, so I ended up paying for the remainder 2 months.
So, I worked out that the lifetime value of a customer for Hyperoptic is around £128. I would have been happy to take them to my new place, but since they were such (expletive here) at the end I have chosen to stay well clear of them.
Just a word of caution to everyone else looking to sign up.
Reviewer
JOHN
Location
London
Date
04/02/2019
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Buyer beware when you first get Hyperoptic you get the speed you pay for after a couple of weeks it drops by half when I ring customer service the guy trys to tell me im getting the spped I should be and must be something broken on my pc that's doing that I tell the guy dude I build and fx pc's for a living and I can tell you 1000% theres nothing in a computer that can reduce cable speed so he hung up on me ….ill stay for the year as its still better speed then I was getting before but if I see a better offer im gone
Reviewer
Jeff Talos
Location
Bristol
Date
02/02/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Internet is good when it's available but constantly drops out and videos are left buffering, even with such a fast connection.
Having to switch provider and getting a massive bill to cancel because they're not available. There's very little options and customer service isn't fantastic.
Reviewer
Georgiana
Location
Richards
Date
28/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Truly terrible. Intermittent and slow (when it works!) Currently have been 4 days without WiFi, when all other providers in my block of flats are ok. I work from home, so have had to sit in cafes to get internet to work for the past few days. No apology or compensation from customer service, and no commitment to a ‘fix date’. Have terminated my contract. Will never use again!
Reviewer
Ethan
Location
Isle of Dogs, London
Date
14/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
The experience I had with them is quite frustrating and too time-consuming.
The whole team is operated in Serbia. And, although they think they do the good job, they don't.
And, their command of English speaking has not resulted into good turnout of problem solving or question-answering. Never the Smooth installation ot its date setup, even, or, now I am dealing with the suspicious delay in Service termination.
I experienced all those, and, they need to train absolutely everyone in the Customer Service team first, who have no idea of how things are getting done. The managers sound like the typical reps and their reps don't sound like they just received different versions of English (foreign) manualsand as if they were just hired.
All they are good at is, They just keep giving out lip services politely.
I would rather have some experienced experts who will focus on how to get things resolved.
But, my inquiry is answered by random representatives of all experience levels every time, and, at one point, they all gave different answers of different directions, until one staff suggested they should stop responding to me with different answers NOT to confuse me further. That showed how their structure of the teams were a pure mess.
Their installation setup dates are changed without consent, and, the technicians are equally confused with the changed dates, without any given materials to work with. And, the company wi fi signals are shown as 1Gbps although my service is only 150Mbps. And, when I wanted to change the wi fi name and password, there was NO instructions online (and surely the representatives still insist they do and they don't have any knowledge of why router wifi name and password should be changed) and the supervisor I spoke to admitted himself not familiar with the issues, and, their untrained staff or his company website security problem.
And, when I finally figured out to change the factory default password to my own, to avoid any hacking risk, even that website link was NOT secure, exposing my new password could be sent and saved somehow without encryption. Till then, they did not even know how much security had to be embedded in their websites, they did not think of their business far enough.
Their Telesale service reps did not know what is offered and what is not. And, one representative was clearly explaining the terms, then, the next one challenged the term and instead of honoring my already opened account and its installation date setup, she tried to go back and replay the call conversation to find who I spoke to and tried to make sure the telesales person to get punished. Dog eat Dog situations without my consent, but, for her justice fulfillment!
And, it was just terrible to see what she was doing, instead of helping me (she is the same one who changed my cable installation date pushed 2 days further without my consent). And, when I reminded her that I actually managed the installation date 1 day earlier, another Representative said it was a wrong installation selection (assuming that I made a mistake) and tried to cancel the whole installation date.
Confusing to read all so far, right?
This is exactly how things happened to me, with tons of confusion thrown at me by remotely operated Serbian call center. Nobody was answering the calls from UK to understand UK business. And, they took my words as insulting their country. Really?
And, none of them apologized but kept adding what each one of them thinks was right to confuse more. But, no one cared what I would get.
On the installation date, they stood me up, then, the next day, someone called and left a message, but, did not show up. Then 3rd day, someone showed up. Sad to say, the tech was nothing but a wonderful immigration guy who barely spoke English, and paid with minimal wage, and, he was not well trained to put to work (Customer service said it would be a perfectly trained English guy of many years of trade experience). It turned out he started to work for 6 months without anyone showing him of any skills.
And, he had no idea where he was drilling in my property. As I am a professional, I stopped each step, but, where he took his freedom and drilled, it was a little mess.
He could hit the pipes or wires. But, his innocently ignorant mind would not know how serious the problem could be.
He would not have general knowledge of the construction layout, or, facility codes.
And, the Internet speed. I am from 3 homes of 3 countries with 150Mbps, 1Gbps, and, this 150Mbps is typically 65Mbps, and, upload was only 14Mbps with wired connection. That is okay for now, as my neighbors hasn't piggyback the same signal from this cable yet.
So, don't expect super fast but it is not slowing down as my review is still within the 1st month.
And, the way they lay out the cable in the pre-existing, residential block is quite alarming.
Anyone can go up to open the ceiling in the corridor, to cut their bundled wires. And, they just simply did not secure their reserved cable lines.
And, I mentioned that their website is not secure. And, Their customer service is far below anyone's expectation cancelling the installation dates, and, not explaning anything solidly, and assuming a lot from the replies their other reps produced, but, NOT by the actual customer's.
Now, my non-contract term termination is not honored and, although I submitted my request 5 days ago, no one is answering my request, but tossing around my request and discontinuing the chat windows at random. That is how they do the business.
Will you join their faster speed no matter what? I have spoken, chatted, and called hours costing 30+ hours within the past 4 weeks. And, I spent over 250 pounds to buy materials to cover the cable and patch the mess. was it worth it? No, But, UK Internet broadband service is so limited, either you wait for more years or you get this now situation, in my case.
I hope you get the better chance than my unfortunate experience with them, if you decide to proceed with them. Good luck!
Reviewer
Tij
Location
Glasgow
Date
07/01/2019
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
florian
Location
Stratford upon Avon
Date
09/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I was using Hyperoptic and was happy with the service. Speed and reliability were ok, but of cource there is always room for more, that's why I rated it four out of five stars.
The reason why I am not satisfied is that after registering for the internet service I received an e-mail citing the details of my contract and the contract ending after 12 months. Anyway I was happy about it and that the contract would end automatically. This was a big mistake because Hyperoptic kept deducting money from my account by Direct Debit. I was only aware of this after three months because I had changed country for work reasons and it was only then that I checked my account. Customer service wrote to me that they had send an e-mail during the year telling me about changing terms and conditions and it was obviously then where they had written about this detail. Next time I will better check and read e-mails but I can only recommend to check this before you want to start using the service with Hyperoptic. All these contract details is clearly not in favour of the customer and everybody should be aware that when reading the date of a contract ending this my actually change after signing the contract.
Reviewer
Thomas
Location
London
Date
03/12/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
Martin
Location
Kent
Date
03/12/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
customer service is just a joke - beware- stay away - they have cancelled my account despite i told them not to - some random person made application on same address and they didn't ever bother to check. took weeks to revers mess.
Reviewer
Mackie
Location
Brum
Date
01/12/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
If you have problems with the connection getting slow after a while, it's probably the router. These things have to do an incredible amount of work (thing of massive Cisco routers in big organizations) and this one is just not up to the task. Not just this one: most of the consumer routers that are around today are rubbish (Netgear being the worst, Asus the best).
So, if it happens to you, try the usual M$ remedy: stop and restart. Don't do it by pulling the plug, though. Connect to your router via its web interface (http: //192.168.1.1), login as Administrator with username=admin and the password you find on the bottom of the box the router came in. Click on "Login", select TOOLS from the top menu, click on "Restart system" on the left and, finally, click on the "Restart system button". Give it 2/3 minutes to restart.
Apart from this, Hyperoptic is top-notch.
Reviewer
Andres Sanchez
Location
London
Date
30/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Been over a year. Contract finished, call them and offer me a better package and free upgrade for the modem. The new speed upgrade is amazing and the modem flies! For £25 a month I think it’s a bargain. 2 kids on youtube, streaming a football match, wife on the pc and everyone is happy at peak hours. Defo recommend it!
Reviewer
vaerner
Location
London
Date
18/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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...
Reviewer
Slavko
Location
London
Date
14/11/2018
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Seemed very good to begin with, was happy to pay way over the odds as you get high speed fibre broadband straight into the building.
However, recently it has really been flaky. I have the top package yet I don't feel the benefits of this.
YouTube often buffers on TV, pages load very slowly and Netflix connection is OK at best.
For this kind of money (£60/month) you would think that you would get top end equipment, service and performance.
As I write this I have been waiting for support now for 45 minutes on the phone with no sight of support.
My pages load incredibly slowly and I have to restart my modem/router on regular basis. So not such a happy bunny at £720 a year.
Reviewer
Rocha
Location
London
Date
13/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I have contracted the package 30Mbs download & 1Mb upload about 6 months ago. It has worked well until August/September, more or less. I then started feeling that my connection was not so great as before (specially for upload). Coincidentally, I got an email by the end of August offering an upgrade to higher speeds for a small fee. I ignored and kept testing the connection speed at random times using the google online tool. A week ago, I contacted the company to ask what was going on since the upload speed has been persistently about 25%-30% slower than expected. After an initial helpful support that didn't solve the problem, I started getting non-sense responses to my inquiries claiming that it's normal to get speeds like these (30% less than agreed is normal??? with optical fibre...) because of interference from other wireless signals/routers and that I should consider to upgrade for a fee!! I want to highlight that I tested the connection using ethernet cable several times during the last 2 days and the only time it really worked at about 1Mbs was very very late at night.... In summary, the problem here is that first, the agreed speed is not being respected. Some variation is expected but 25-30% less is too much. Second, pushing to contract higher speed rather than solving the issue is at least disrespectful. Given my whole experience so far, I do not recommend this provider and I recommend to stick to those well-established in the market. Prices are a bit higher but you really get what you pay for. That's all I want, to get what I paid for, no more, no less.
Reviewer
Philip
Location
Manchester
Date
08/11/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Works perfectly for me, router arrived within 2 days of signing up and instant activation via phone call. Just done a speed test and speed was 160mbs download & 170mbs upload (We're on the 150mb plan) so it's faster than advertised! All videos/ browsers and sports are instant with no buffering so definitely earned 5* from me!
Ps - I would just go for the 150mbs plan as you don't need 1GB unless you're a family of super hardcore gamers.
Reviewer
A Person
Location
London
Date
05/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My site was listed as ready for installation so I booked an appointment for a Tuesday morning. The engineer arrived, told me the site want actually ready yet and left. I phoned hypertopic who assured me the site would be ready for installation by the following Monday and so booked me another appointment. This time the engineer came and left without informing me and it was up to me yet again to call up to see what is going on. I'm now told that they don't know when the site will be ready.
Additionally, the customer service is terrible. Be prepared to wait for 20 minutes on hold only to get through to someone who has to then put you back on hold whilst they put you through to the team who can handle your question. This time however you won't get through to anyone, instead you will be put through to their automated answerphone service after which the call will promptly disconnect.
Reviewer
Simon
Location
Sheffield
Date
03/11/2018
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Disappointing customer serivce. Internet down Friday to Monday and have had to buy extra 4g to get work done. These things happen, but no refunds are being offered for the days without service. It wouldn’t take much to knock 10% off the bill when 10% of the service never arrives. Currently just paying for something I can’t use.
Will not be renewing.
Reviewer
Mr M
Location
orange place se16
Date
02/11/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Installed Fibre Optic for all the Buildings In Orange place london se16. but left us out such a shame all those abseilers doing the installing looked very impressive on all the other buildings why cant you install it to the houses down the bottom over the street. you have failed to communicate with us and contact us letting us know what is happening
Reviewer
Glen
Location
Date
01/11/2018
Comments:
Bunch of cowboys avoid. Installer was clueless, he didn't know which lines he was connecting. Unit was connected to the wrong power supply in the building, so the cabinet is constantly beeping. Good luck contacting customer services to resolve any complaint.
Reviewer
Anna L
Location
London
Date
21/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
About two weeks ago I wrote very negative review, starting: "Stay away. In years I didn't have such problems with broadband as with Hyperoptic..."
It appeared that the problem was with a cable between router and socket. After replacing the cable the broadband works fine. I wanted to withdrawn my previous review but I don't know how.
Reviewer
Adam
Location
Manchester
Date
11/10/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I’ve been with hyperoptic now for a little over 2 months, and I must say I was slightly nervous about signing up for a provider I’d never heard of before.
The sign up process was very simple and easy. Once the initial payment has gone through, it allows you to book a time for the engineer to come and install the system. Ours was a busy period so we had to wait 6 days, but it was well worth it in the end.
The engineer was friendly and texted us the night before to let me know exactly what time he was going to arrive. He then asked me where we wanted the broadband installed, and had it up and running in 15 minutes. He even wall mounted it for us! The router looks smart and we’ve had consistently fast speeds with no issues at all!
Reviewer
Tom
Location
London
Date
10/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
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.
Reviewer
neo
Location
Welwyn
Date
09/10/2018
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
For the last two months I am on their 1Gbps package. I am lucky enough to have the "fibre to premises" installation that Hyperopic did on a new development. first, their customer service is ace. They really try to support their clients and they don't have the inhuman-machine response or preselected responses like other providers. As much as i wanted to write a good review I am quite disappointed with their speed. I never managed to get more than half of the 1gbps even wired. Engineers visited and they could only do it with a raspberry pie that is meant to do speed tests. Their computers (wired) and phones (Wifi) didn't get even close to 400mbps. Their decision was that "the line is fine" i just need to test with other devices. Moreover, the reliability to the network is not that good. Sometimes I get 6-20Mpbs (on 2.4) and at the same place in non peak times I would get 3,4x times that. Good company, but they really need to sort out their speed, especially when my infrastructure is the best they can give.
Reviewer
Wilhelm
Location
E32PD
Date
06/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Anna L
Location
London, SE16
Date
02/10/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Stay away. In years I didn't have such problems with broadband as with Hyperoptic. Exctremely slow, not working at all at many times. I complained dozens of times over the phone and through tickets. Tickets - no responses for days. This is the worst internet service that I have had for last 10 years at least
Reviewer
Bob
Location
Stanmore
Date
24/09/2018
Ratings
Satisfaction
4.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
I've had broadband with Hyperoptic for over a year now, and up until yesterday its been fine with decent enough download speeds. (I have the 30MB plan and usually get 20/25MB speeds).
However, since Saturday my broadband has been out of service. I've tried calling their customer service number and after several attempts I got through only for them to tell me they are aware of it and engineers are on their way.
This was two days ago, and I've called 3 times since only for the same response "they are aware of it and engineers are on their way".
It seems they don't work on the weekends or it maybe they've got stuck in traffic for the past two days?!?
Nevertheless, its pretty poor service. Sky or BT would have had the issue fixed within 24 hours or atleast not "fibbed" about sending engineers.
Sort your selves out Hyperoptic!!
Reviewer
Ivo Reis
Location
Croydon
Date
11/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best ISP I ever had! Speed is always amazing, reliability as well. Customer service is also incredible, I just raised a support ticket this morning and my issue has been already resolved. Amazing company.
Reviewer
Lilly
Location
London
Date
10/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If there is 0 I would award it!!! Sooooo slow… the upload is around 500-800 Kbps which makes opening websites and video conferencing a nightmare!!!! Even on the chipset package you’ll expect a proper online experience. My mobile internet is better..... don’t let me start on the coverage- we have internet only in the room the router is and then the connection is keep on dropping off. Working from home is almost impossible!
Reviewer
Noor
Location
Poplar
Date
09/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband connection and terrible service.
I'm on the 30 MB plan, and during long stretches of the day I am unable to open a simple text-based page on a browser.
Customer service's only suggestion is to upgrade me to a higher priced plan.
Reviewer
Noor Uddin
Location
Poplar
Date
08/09/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible broadband, terrible service. I'm on the 30mb plan, the internet is barely useable most evenings, I can't even load a basic text-based page.
I contacted customer services and their only suggestion is for me to upgrade to a more expensive plan.
Reviewer
Kevin G
Location
Maidenhead, Berkshire
Date
25/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have been with Hyperopic for 8 months, and have not had a single problem with the service.
We had so many issues with Sky broadband, from extremely low speeds to consistent connection loss.
We called Hyperoptic after confirmation they are available to our building. The woman we spoke to booked installation for the same day our Sky Broadband would be disconnected, and confirmed there would be no installation fee, as there was an offer online that we just missed, but she was happy to honor it.
Installation went smoothly, and service was up and running perfectly.
We receive emails letting us know when they will do maintenance, but that is during early hours of the morning (5-6).
We are on the 150mb packag, and it has never dropped below that download and upload speed.
I would highly recommend Hyperoptic to anyone who can get it.
Reviewer
Nick Shipway
Location
Bristol - Airpint
Date
06/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Really bad experience. Line drops constantly, forget downloading big files. Infantile customer service. I expalined that 10 other people in Airpoint building in bristol where on facebook group complaining about the same issues when all they could think of to say was to turn my computer on and off again. Complete cretins. Do not use.
Reviewer
Angela
Location
Queensway
Date
04/08/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Horrible service, wifi hasnt been working for 2 months now, still paying for it! An engineer came to fix it but said he had to leave as he had to have more time. Really dfficult to book an appointment if you work on weekdays. Customer support is horrible, minimum 20 minutes waiting time before a reply. Do not recommend
Reviewer
Janos
Location
London
Date
18/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
4.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Hyperoptic 1Gb is probably the biggest scam in the broadband services market, don't fall for fit. The problem is not even with the speed. Once the connection is established you will get a speed up to 300 Mbps (wifi) or up to 900 Mbps (wired). But the problem is with establishing the connection. It takes ages to load the page! Lots of time the connection interrupts or drops, images not loading, thus producing the worst browsing experience you can imagine. My mobile internet has a better browsing experience than this. I don't recommend getting this and telling this as a programmer and IT professional. Very disappointed.
Reviewer
Chris
Location
London
Date
28/06/2018
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
If you want a broadband network where you get yourself 1 Gbps networking and end up with 2-30 Mbps, then you are in the right place!
I'm not joking. We got 1gbps networking but were then told we already had it, so woohoo!
I connected to the network, and the internet was off. Oh well, guess I gotta restart the router!
Didnt work. Oh well. Time to call customer service!
They actually dealt with the issue and made the internet work. But, when I first did a speedtest, I got 1 mbps download and upload. What a disgrace.
Nowadays I got 20mbps download, but still. Why?
Reviewer
J
Location
London
Date
19/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Around August 2017 I signed up for hyperoptic, after tolerating Sky for the past few years. Sky broadband used to experience breaks in connectivity throughout the day, and was often affected by weather. Customer service took forever and it was an utterly disgusting service.
Paying around £20 a month plus £50 off through referral, my 2 bedroom flat is using the cheapest deal that hyperoptic provides cuz we are broke students...however it has not disappointed once. No hidden fees AT ALL. Other than for installation (which was fast and free), I have never needed to call customer services as there have been no issues at all for the past year.
Will definitely recommend to everyone!
Reviewer
sayed
Location
colidal
Date
10/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Best broadband you can get bet sky/bt any time speed is really good
Reviewer
Graham Cairns
Location
Glasgow
Date
24/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Contacted Hyperoptic on 7th of May to order installation of Hyperoptic fibre service to my sons flat. We were given an installation date of 18th of May which seemed an eternity to a teenager without broadband but as we felt it was worth the wait we accepted.
The Engineer turned up on the afternoon of the 18th and proceded to install the Hyperoptic fibre box. Once the installation inside the flat was complete, the Engineer announced that he could not activate the installation as there was no free port on the switch. On investigation it was clear that the previous visit by the same Engineer had determined that there was no space on the Switch - something that was confirmed by the factors who manage the property.
My son called Hyperoptic who said they would give him a date for the switch upgrade and service activation on the following Monday (the 21st). Despite several calls (we are now at the 24th of May) Hyperoptic are unable to say when the service will be upgraded.
Service is awful and the attitude of the staff on the service desk is the kind of world weary drone that gives the impression that they are heartily sick of hearing complaints.
Do not use Hyperoptic.
Reviewer
Ric
Location
London
Date
22/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with hyperoptic for over 9 months now and I have to say they are probably the best provider I have ever been with.
Installation was simple mainly due to everything already in place with the new building. Activating it took minutes and we were connected.
Have not had any realisability issues and I regularly check the speeds and they are consistent even at peak times. I am on the 30mb package which is perfect for streaming and using two devices simultaneously.
For the price and service they really are the best in my opinion.
Reviewer
Ben
Location
Cardiff
Date
21/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Just had to cancel my contract on the day of the installation because the engineer didn't turn up.
Received a text message every hour with a new update - 12-2 turned into 2-4, 2-4 turned into 4-5.
At 5pm I rang the help desk as the text messages has stopped and was told my installation had been cancelled and that they'd ring me back to confirm why. Half hour later I was told that there were issues gaining access and they can't install internet in my complex until they have the required access.
These things happen but...
- why send me texts every hour telling me that my installation is still happening?
- why do i need to chase YOU to get an update?
- why even take a booking in a location that you can't install in?
I ended up cancelling on the phone because if this is a sign of their customer service I've definitely dodged a bullet.
Thank you for wasting my entire Monday Hyperoptic.
Reviewer
Amar
Location
London
Date
21/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I recently moved apartments and since my last provider EE didn't have fibre option at my new address, i decided to switch. Found out that my new block is hyperoptic enabled. Immediately rang my friend who has been using hyperoptic for last 2 years to know his experience and he not only recommended me for its excellent service but also sent me a referral link which gave both of us £50 statement credit. You can use amarnath21 at gmail if you want referral. it's quite simple - Orders a 12 month subscription, selects 'I was referred' and submits my email address.
I started from hyperoptics website and it took me less than 5 minutes to complete my request. It was less than a week for me to move to my new apartment and they managed to find a slot for engineer to install my router on my move day so that i would have access to internet as soon as I move which was excellent. Also received all confirmation emails after placing order and on day of installation they kept me updated on the expected time to engineer arrival.
The installation process was very smooth and took less than 45 min and was done very professionally including discreetly surface - mounting the
white cabling to the socket to make it look very smart. Within 5 minutes of the installation, internet was up and running.
I am only on 30 Mbps which costs me only £15 a month as they offered 10% spring discount on top of £50 referral but in my experience so far it's performance is better than 50+ Mbps i have been with Sky, BT and EE in the past. It gives me close to 30 Mbps download speed as promised without any drop-offs.
Another plus point - Hyperoptics installed dual-band ZTE HyperHub router offers 2 wireless frequencies, 2.4 Ghz and 5 Ghz. You will see a separate Wi-Fi network (SSID) for each band when you view available networks on your device.
Which band is best for you will depend on your distance from the HyperHub and the layout of your property. I recommend trying your devices on both bands to find the best speeds for you.
5 Ghz will generally have less interference, and it is likely that 5 Ghz will offer the fastest Wi-Fi speeds if you are in close range of the HyperHub and there are no walls or barriers in the way, whilst 2.4 Ghz may be better if you are more than a few metres away from the HyperHub.
if you want to read technical reason why they are able to offer better download speed than others...
In the UK, like in many other countries, ISPs have the rather annoying propensity to call just about everything "fibre-optic broadband." In the case of BT, Sky, and anyone else who resells Openreach's last-mile products, "fibre-optic broadband" nearly always refers to FTTC: fibre to the cabinet. Even Virgin Media advertises its main product as "fibre-optic broadband," despite the fact that it makes a huge stink—often on the same Web page or advertisement as the fibre-optic claim!—about its network using "specially insulated coaxial cables" rather than "regular copper cables."
With FTTC (BT, Sky, TalkTalk), the fibre terminates at the street cabinet, which could be a mile away, and then a couple of thin copper wires run the rest of the distance to your home. With hybrid fibre-coaxial (Virgin Media), it's a similar story: the optical fibre terminates at a cabinet that could be a mile or two away, and then a coaxial cable runs to your home. In both cases, we're not really talking about fibre-optic broadband: it's either VDSL in the case of FTTC, or DOCSIS in the case of hybrid fibre-coaxial (HFC).
Hyperoptic, which was founded in 2010 by the same two people who founded Be Unlimited in 2004 (Boris Ivanovic and Dana Tobak), is a provider of FTTB: fibre to the basement/building. Again, this isn't quite a pure fibre-optic connection, but it's pretty close. In the case of Hyperoptic broadband, it's gigabit fibre from a nearby BT Openreach exchange to a router in the building's basement, and then they run standard copper gigabit Ethernet from the basement to all of the flats/units/homes/etc. in the building.
So, while others will catch up with Hyperoptics at some point in future, for now Hyperoptics rule if you want better performing internet at your home.
Reviewer
Sebastian Lyle
Location
London
Date
13/05/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not Happy & Would NOT Recommend: Ongoing Problems Develop Over Time
(I have to use tether 4G iPhone connection to write this as HyperOptic is again not working)
HyperOptic were installed in our block in Westminster and after HyperOptic initially cancelled the installation, eventually it was installed. All worked fine to begin with but then the problems started to develop.
Interestingly, after many years with Talk Talk on normal copper wire broadband, these problems never happened, and that was with Talk Talk(!).
Firstly, the HyperOptic Internet connection comes in and out, and HyperOptic speeds move up and down. The signal strength on Wifi for a device next to to the router moves in and out.
Then, more problems develop. The Internet goes down for no reason. This has happened a few times now and usually in the morning. The Customer Service team just make excuses, like it is something to do with my iPhone, iPad, Android phone, Windows laptop, Amazon Fire Stick, Echo Dot etc.
Then the speed slows down dramatically, to slower than my old broadband with Talk Talk. Websites don't load up quickly at all.
HyperOptic make ongoing excuses, like it is the Wifi router that they provided (yeah... right!), and it is the 2.5 Mhz or the 5 Mhx Wifi channels impacting one another (then why does your Wifi router offer both?).
I worry why the Internet is so unreliable and slow with HyperOpic. I worry that they utilise the network differently over night and in the morning, redirecting capacity.
I would not not recommend the HyperOptic service. The problems continue and are painful to deal with their Customer Service.
I know this sounds odd but as soon as I can get out of my contract, I will go back to Talk Talk(!).
Reviewer
Peter
Location
london
Date
03/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Everything has been perfect, remeber reading a review about them not turning up for install, but for me they turned on right on time, 30min ish to install then i was online, 5 months on, speed has always been fast, never had a issue. Wish i can buy shares with these guys.
Reviewer
Rose
Location
London
Date
01/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Super quick install by a friendly, professional engineer - and it was great to be able to book my install online on a day that suited me. The service has been really consistent and I haven't experienced any buffering since switching providers. Love the customer service team too!
Reviewer
Dominic
Location
London
Date
18/04/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
WOW - been with these guys for 2 yrs on 1Gb - solid connection 8-900 mbs both ways - i have experienced no down time in 2 yrs. Customer service is flawless. cannot recommend highly enough. A benchmark all companies should strive for.
Reviewer
David
Location
London , E14
Date
14/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Avoid. It may have fast download speeds but the internet drops out all the time making streaming TV, film, music etc. infuriating.
The router they give you is garbage so you’ll have to fork out for a decent one if you want WiFi as fast as the connection you’re paying for.
They’ll only install the router in the first socket in your property so they put mine in the cupboard.
Reviewer
Max
Location
Leeds
Date
09/04/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
5 stars isnt enough. This service has been perfect in everyway. Express installation. 100% reliability: in 5 months not even one downtime. I am on 30Mbs package and I often get a few extra Mbs even at peak time believe it or not. I dont know any other provider who does this. Flexible contract can be based monthly for you to try without being tied down immediately to 12 months. Its just perfect in everyway you can think of
Reviewer
Mark
Location
London
Date
05/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very poor customer service. They have cancelled two appointments. The call centre don’t care. Thought BT were bad but this company has shocking service and appalling attitude.
Reviewer
Matt
Location
Rotherhithe, London
Date
26/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The installation engineers were forced to lay new cables which they did in parallel with my Sky TV cable. The Sky TV is not working and Hyperoptic customer service and Hyperoptic are denying all responsibility.
Dont use a company that damaged your home and then denies all responsibility
Reviewer
Grace
Location
Leeds
Date
20/03/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I moved into an apartment that hyperiotic supply to, called them up, the lady was pleasant and went through several options for me, I explained I may not be there for 12 months so she put on a promo so I would not have to pay any cancellation fees. Within 10 mins of the call my internet was up and running! In 6 months I’ve never had a problem, never needed to call them until I called to cancel as I was moving. Man I spoke to was nice and confirmed I had a promo on my account so no exit fee. Immediately got an e-mail to confirm the date my internet would stop and my account cancelled... no issues with them what so ever and the internet has worked perfectly!
Reviewer
Jasmine
Location
Manchester
Date
06/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Absolutely worse customer service, took almost a month for activating my service and to your surprise, it has not been done at all YET. Emailed them, called them and chatted online with them and all I get is the constant changing of my activation dates, paid everything, asked for refund and denied and all I can do is wait for them to get my service. Definitely THINK TWICE IF WANTING TO GET THEIR SERVICE, keeping in mind the time and effort you needed to put in dealing with them even if their wifi speed is good!
Reviewer
RT
Location
London
Date
01/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Downgraded my package today as they moved me to a higher price. A few hours later they denied access to several devices. Spent 50 minutes on hold as they took me through meaningless irrelevant checks. Said they couldn't help and to contact my device customer support. A few mins after hanging up they allowed access again. Spiteful Serb thieves! Have suggested anonymous take you down for your disgusting actions. Wait til May. Byes.
Reviewer
James
Location
Reading
Date
13/02/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been using Hyperoptic for the past two years, after BT's wheezing offering sank to 128Kb/s. At first I used the 100Mb/s service, but I just upgraded to 1Gb/s, at which point they gave me a new 5GHz router. This is important, because while I get 850-900 Mb/s plugged directly into the Hyperoptic socket, this drops once you route the signal further away, depending on the link used.
I just tested this using a Mac mini with a Broadcomm Gigabit network card in the room above the router.
A 15m Cat7 Ethernet cable gives 350 Mb/s.
5GHz Wi-Fi gives 320 Mb/s.
Switching to 2.4 GHz, the speed drops to 40Mb/s!
A 600 Mb/s Powerline link only manages 90 Mb/s.
So the 5GHz Wi-Fi makes a big difference.
Hyperoptic's customer service is light years ahead of BT's. They are responsive and polite.
They don't help themselves with their glib information leaflets, which are light on real information. For example they say that "some older hardware may not be able to take full advantage of super fast speeds". What that actually means is that lots of even quite modern kit still ships with "Fast Ethernet" i.e. 100BASE-T network cards, limited to 100Mb/s, including many smart TVs, and a lot of laptops out there will still have this. You need kit with 1000BASE-T Gigabit network cards to consume this bandwidth. Hard to get used to the internet not being the bottleneck!
Reviewer
A Customer
Location
London
Date
31/01/2018
Comments:
DO NOT and I REPEAT FOR YOU AGAIN, DO NOT SIGN A CONTRACT WITH HYPEROPTIC. The internet drops out all of the time.
Reviewer
Ricky
Location
Nottingham NG1
Date
29/01/2018
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
My 100mb package delivers 17mb on average. When I've contacted them they say it's down to wireless issues and basically it's my fault - this is despite 2 devices are plugged in!
I'm going back to a mainstream provider.
Reviewer
Jarek Stefniak
Location
Reading
Date
23/01/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I have been with hyperoptic for almost 3 years and I have to say it has been 3 fantastic years; great speed with only few occasional slowdowns, the customer service also quiet good; in one occasion I had an engineer on my doorstep within 1 hour and it was Saturday so well done. The only thing I don't like is the availability, hyperoptic is not your typical internet provider so don't miss the chance signing in if they are in your neighbourhood.
Reviewer
Hong Xu
Location
London
Date
21/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Not reliable, falls out all the time and some of the worst customer service I have experience anywhere for any product. They wanted 30 days prior notice before my contract ended even though my contract was a 1-year contract, which forced me to pay for almost a full month. On top of the rudeness I encountered, they wanted to claim an early cancellation fee, cannot believe how people stick up with this company.
Reviewer
Peter
Location
london
Date
15/01/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
This f'ing is awesome. i got the 150mbs pack for 27, i used to pay the same for bt but i would only get about 600k-1mb download, So oftened when i download a game, or update I would have to leave it on over night or i else i won't be able to do anything during the day. Not it takes me 20m to download 10gb! Its like going from dial-up to broadband again.
Apart from this, I've had to contact customer service 3 times and each time they replied within a day, which was a surprise, nothing technical though, just asking when the install was, and changing the package, all sorted within a few hours.
Having read the previous review about engineer not showing up i was a wee scared, but not issue, sent me a text at 8, showed up at 10, out the door by 11, on the net by 11.05. Really taken back by how smooth and easy it was.
Reviewer
Hannah
Location
Gateshead
Date
04/01/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Firstly, we have heard great things about HyperOptic hence why we chose this when we moved to our new property. We purchased our package on the 21/12/2017 for an appointment a week later. I waited in the property all afternoon on my day off and no one turned up.
When it got to 5pm I contacted HyperOptic as I hadn’t heard from anyone. When I got through I was told we did not have an appointment and it had been a mistake that we had been allowed to book this online.
The person I spoke to at HyperOptic re booked us in for 8th January 2018. This is 18 days later than we were hoping therefore we have now had to purchase 1 month of BT Wifi for £39 as we require internet for work.
Due to work commitments we are now having to pay a relative to take a day off work to wait in our flat for the installation. So this whole experience has cost us £100 and hyperoptic have offered us £10 compensation!
Reviewer
Kilmer
Location
Croydon
Date
19/12/2017
Comments:
Hyper optic is the worst broadband provider , i've been with in the last 15 years. Their billing and payment resolution in next to nothing , compared to other providers. You cannot transfer their services elsewhere and if you talk to them about it they were rude and threaten you with debt collection.
* If you are a tenant and not a homeowner be wary as you will be stung by a bill when you move out of your property *
Reviewer
Bob-Huskins
Location
London
Date
17/12/2017
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Only seem to take notice of https://uk.trustpilot.com/review/hyperoptic.com reviews!
If you have issues I would post there 1*
Reviewer
Alex
Location
Nottingham
Date
13/12/2017
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
Ordered internet for my new flat and booked in an installation 3 weeks in advance. Engineer never showed up! I contacted them to be told that they weren't coming because they had failed to send risk assessment forms - and they didn't even contact me to tell me! Now nearly a week later and I am still without internet and no booked in installation.
Reviewer
Thanos
Location
Birmingham
Date
06/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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
Reviewer
Agris
Location
London
Date
02/12/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
I am very happy with Hyperoptic. The speed consistently matches the service I ordered. In terms of reliability, there has been only one outage for around 5 minutes in almost 6 months - much better then any other providers. The ordering and install process is straightforward and I did not have any problems with the customer service either. I would suggest adding a static IP option to the package though, to ensure the best possible experience.
Reviewer
Andrew
Location
Bristol Center
Date
30/11/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
My building recently went ahead with Hyperoptic, and I decided to take the offer they had and changed from Sky to them. The installation went smoothly and quick. The internet speed is amazing, I check internet speed now and then - and on my 150Mbps package - I get around 125Mbps speed, which is a huge improvement on my previous 9Mbps with Sky. I am very happy so far and have no complaints.
Reviewer
Marina Resident
Location
Brighton Marina
Date
08/11/2017
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
Comments: