313 Customer Reviews over 32 pages
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- Location
- Queensway
- Reviewing
- Hyperoptic
- Date
- 2017-09-29
- Comments
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I don't want this to be a long account, though it could be. In one word: Avoid! Avoid! Avoid!
This company is utterly useless. The internet drops up, the internet is slow when it does work. We bought 1gb, we've never received even a tenth of that! We called multiple times with technical support, wasting hours on all sorts of gibberish and given false promises of improved service. We were then switched to 20mb and then told actually we should try 100mb. Nothing worked. All the same. Rubbish service.
They outsource technical support to Serbia. And they're technicians operate on an UBER-engineer format. Anyway, total headache. Nightmare.
This is by far the worst internet service in over 20 years of using the internet. It made me yearn for my dial-up years - at least that was constant. HyperOptic? Hyperrubbish.
Ben and Tom - you'll be hearing from a lot of angry customers soon.
- Location
-
- Location
- NW London
- Reviewing
- Hyperoptic
- Date
- 2017-09-22
- Comments
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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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-21
- Comments
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Most incompetent service I have ever seen! 3 weeks and 3 scheduled "engineers" and the problem is still not fixed. Horrible customer service and stupid inefficient installation team will never use this service and highly recommend others to STAY AWAY!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-08
- Comments
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I would highly recommend that you -*avoid*- this company.
1) I phoned up in July 2017 to book an installation. One was scheduled for two weeks later.
2) The day before installation, I received a confirmation text in the morning. In the evening I received a phone call saying that my installation had been cancelled with no reason given.
3) I phoned up a few days later to ask what the issue was. Apparently there was a dispute between Hyperoptic and the Building Management.
4) A few weeks later the dispute has been resolved and I am asked to rebook the installation. This was scheduled for three weeks later (as no earlier slot was available).
5) Saturday 2nd September 2017: I was told that the engineer would phone 30 minutes before arriving to confirm the appointment. This did not happen, but at least he turned up.
6) The engineer could not turn on the internet because the building management offices were closed (as it was Saturday). Hyperoptic know that the offices are closed on Saturdays because they do installations all the time in my building. Why did they book the installation for a Saturday then?
The engineer said he would phone me back later that day to rearrange.
7) No phone call back. I call Hyperoptic on Sunday - they say they will phone me back.
8) No phone call back. I call Hyperoptic again on Wednesday - they rearrange the engineer to come back on Thursday. I confirm that I will not be in the apartment - Hyperoptic say this is fine.
9) On Thursday I receive two answer phone messages asking if I am in the apartment. After four long phone calls to different people at Hyperoptic it turns out I do need to be in the apartment. An engineer is scheduled for Friday.
At this point I accept that I may never have internet and that Hyperopic has no communication between departments.
10) On Friday, the engineer is meant to come between 9 and 12. At 12 I ring up Hyperoptic asking where the engineer is - they say he will be there in 30 minutes.
At 1pm, I phone up again. They say he will be there soon.
At 1.20pm I receive a phone call saying that the engineer is on his way.
At 1.40pm I receive a phone call saying the engineer is lost.
At 2.20pm the engineer arrives. An apology for the lateness would have been nice at this point.
At 2.26 I am told that the original installation did not work and it will have to be re-done. I am so bored of Hyperoptic by this point.
The only available slot is in 7 days' time.
All I want is some internet.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-14
- Comments
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100mb package.
Been connected for just over 2 months.
The promises made:
No more dropping out;
Very fast speeds.
What we got:
Constant drop-outs. And I mean constant. What's caused me to leave this review is the fact -- yet again -- my internet connection has dropped 4 times in the past 5 minutes. This is not a rare occurrence; it happens frequently every day.
The speeds are fine -- does everything I want it to do. Not 'amazed' by the speeds by any means.
Installation was a bit of a shambles.
Customer support aren't able to help to get a stable internet connection.
I left PlusNet as they had a habit of dropping out for long periods of time. Hyperoptic's advertising promised an end to that. But they're just as bad. Scratch that, they're worse. I'm seriously considering paying off my contract and going back to a mainstream provider.
Would not recommend.
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2017-07-12
- Comments
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I switched from sky as my internet always stopped. I would highly recommend Hyperoptic for its speed and reliability. It took me a day to download a movie with sky and two minutes with Hyperoptic. It was like going to the future from the stone age.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
-
Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
-
Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-03
- Comments
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1 month since I signed up - had to miss 4 days of work waiting for installers that don't call, don't show, or leave with the job unfinished. Had to call customer service nearly every day, getting different answers every time. I was promised in writing that installers today would finish the job. Still no internet, and another installation scheduled. I cancelled my old provider with a 2 week overlap from when hyperoptic was supposed to be operational, but because of delays I've now had no internet at all for a week. I would have never signed up if I knew that it was going be like this.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-06-11
- Comments
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Be very careful if you are considering signing up to Hyperoptic. They are a bunch of amateurs, not real professionals. They are vastly increasing their network footprint without building in IPv6 infrastructure to the point where they have had to implement CGNAT. In practice, this means you have to share a public IP address with several other customers. This prevents you from connecting to your home network from elsewhere. It has also resulted in problems with unstable network speeds and inability to connect to certain websites.
This morning I was unable to connect to the British Airways website despite being able to do so from my work network and from my mobile phone (on 4G). I called up customer services only to be told that this is a frequent issue because website providers sometimes block shared public IP addresses they do not recognise and that I would have to call up British Airways myself to resolve the issue. The other option I was given was to pay an extra £5 per month in order to have a static IP address. This is ludicrous. Surely it is the ISPs responsibility to resolve these issues and completely unacceptable that I should have to pay an extra £5 a month just to have the privilege of a working internet connection! Why should customers have to do their job for them?!
In summary: dreadful customer service. Poor network infrastructure and the bosses are clearly only interested in making money and don't give a toss about their customers. I wish I had stuck with my Sky Pro ADSL connection. It might be slower but at least I know it is reliable and actually works.
- Location
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