313 Customer Reviews over 8 pages
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- Location
- Edynburg
- Reviewing
- Hyperoptic
- Date
- 2022-04-29
- Location
-
- Location
- Cardiff
- Reviewing
- Hyperoptic
- Date
- 2018-05-21
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-06-23
- 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.
- Location
-
- Location
- NW London
- Reviewing
- Hyperoptic
- Date
- 2017-09-22
- Comments
-
Great internet. Reliable, fast and immeasurably better than our previous connection with Sky!
We recently moved into a block flats that had already been pre-fitted with Hyperoptic so the whole setup process was fairly straightforward.
There was a slight faff with the delivery of our modem and upon first setup the internet didn't work (hence the 4 stars given). However, after a 15 minute phone call to customer services we were up and running and haven't had any problems since.
I receive and send a lot of files for my work and since switching from Sky in our old property to Hyperoptic my upload times in particular have gone from 30-60 minutes to about 5-10.
Almost 4 months in and very happy.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-01-17
- 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.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-04-10
- 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.
- Location
-
- Location
- malaj
- Reviewing
- Hyperoptic
- Date
- 2017-10-03
- Comments
-
i had the best costumer the guy who helped me was David he was really patient and helpful.
service like this deserve 10stars not 5.
and is not the first time i am speaking with them and i had the same experience.
well done guys i am really happy to be with you.
- Location
-
- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2023-12-17
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-03-09
- 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!!!
- Location
-
- Location
- Sheffield
- Reviewing
- Hyperoptic
- Date
- 2023-09-29
- 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.
- Location
-
- Location
- Stanmore
- Reviewing
- Hyperoptic
- Date
- 2018-09-24
- 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!!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2019-08-11
- 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.
- Location
-
- Location
- London SW18
- Reviewing
- Hyperoptic
- Date
- 2020-01-06
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-09-15
- 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!!!
- Location
-
- Location
- Isle of Dogs
- Reviewing
- Hyperoptic
- Date
- 2017-06-05
- Comments
-
Extremely unstable (disconnects) and extremely slow most of the time even when we are on 100MB. And they think it's not their problems. We phoned customer service and he was so rude. I then emailed and nothing was resolved. They only changed the channel (which didn't help) and asked me to upgrade. What a good waste of money and time.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2024-02-05
- 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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-09
- Comments
-
I signed up using the business section of the website, was given a price of £24 a month and £29 installation for my property.
On installation day the service couldn’t be connected due to missing cables (the engineer was excellent and lovely and did his best to get things sorted but needed to refer to another team to install some extra cables).
I received a phone call a few days later to inform me that they’d given the wrong price and would not be honouring the price we agreed, they now wanted £60 a month and £100 set up fee for a slower 100mg service! I said absolutely not and after chatting with their supervisor the caller said the best they could offer would be £27 a month and £50 set up for the slower service, and tried to manipulate me into accepting this by insisting it was a “good will gesture”.
I’ve cancelled and will go with a company that doesn’t use such dishonest, manipulative and shady practices as to demand a huge price hike when you’ve already agreed a price and started the installation process with them. Shameful Hyperoptic!
- Location
-
- Location
- Newcastle
- Reviewing
- Hyperoptic
- Date
- 2019-10-01
- 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 !
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-06-28
- Comments
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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?
- Location
-
- Location
- London SE1
- Reviewing
- Hyperoptic
- Date
- 2021-08-21
- 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
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2016-03-08
- Location
-
- Location
- Homerton
- Reviewing
- Hyperoptic
- Date
- 2019-08-05
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-07-12
- 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.
- Location
-
- Location
- Birmingham
- Reviewing
- Hyperoptic
- Date
- 2022-03-31
- Comments
-
Speeds tank every other day. Regularly get <10mbs despite paying for 1gbs. Awful. Will be switching at end of trial period.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-08-07
- 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".
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-23
- Comments
-
They supply faulty routers and have absolutely no customer service. Avoid.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-06-15
- 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.
- Location
-
- Location
- London , E14
- Reviewing
- Hyperoptic
- Date
- 2018-04-14
- 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.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2019-10-18
- 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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-03-17
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-08
- Comments
-
Today is 3rd day since the internet is not working. Tried calling customer care guys dozen times and every time they say engineers are out and engineers are out. When asked what is the issue they say we don't have technical details neither they have any ETA when it will be resolved. I am getting a feel customer care executives are just given a script to read when customers call. Extremely frustrated as I am not able to do my office work. I am not going to continue Hyperoptics for the pathetic customer care service they have given as my contract is suppose to renew next month.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-09-28
- 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
- Location
-
- Location
- LONDON
- Reviewing
- Hyperoptic
- Date
- 2020-02-18
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-02-17
- 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.
- Location
-
- Location
- Winship
- Reviewing
- Hyperoptic
- Date
- 2021-08-01
- Comments
-
2 months without zoom as keeps dropping
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-10-12
- 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.
- Location
-
- Location
- South London
- Reviewing
- Hyperoptic
- Date
- 2017-05-23
- Comments
-
Have to wait 3 and a half weeks for installation within my apartment. Be aware: when it is installed, the cables will all be exposed (looking awful) unless you pay extra for them to be hidden.
In my view, I think they sucker the managing agents of buildings into installing their service. Apartment owners are then trapped because Hyperoptic then have the monopoly and you're stuck with their terrible service.
In my opinion: useless. Avoid.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-07-05
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-07-31
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-04-18
- 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.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.