313 Customer Reviews over 32 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-02-23
- Location
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- Location
- Richmond
- Reviewing
- Hyperoptic
- Date
- 2017-01-23
- Comments
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Speed like I've only seen on my local network before. It's generally at the 93Mbit mark for download and 95 for upload. I'm on the 100Mbit service, so this is really very close to the advertised maximum.
I find the symmetric speeds (i.e. same up & down) to be fantastic. Good download speed is all very well, but services with slow upload speeds don't tend to cope too well with video chat. The hyperoptic upload speed provides a brilliant video chat experience.
There is a 1Gbit service, but I honestly can't think what I'd do with that much bandwidth. I am a fairly high end tech geek but rarely max out this 100Mbit service. Ten times more bandwidth? The mind boggles.
For gamers, the ping time is an awesome 2ms. I don't game at all, but that is a ping time which would normally be associated with a local network. Certainly not broadband ping times.
I'm as impressed with this broadband solution as I think I could possibly be. It is flawless so far for me.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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We have a small family and don't do anything too intense and our experience has been quite bad to be honest, especially in comparison with the usual suspects.
Examples of poor service:
- We opted for quite a fast speed option but realised later that the router installed by Hyperoptic wasn't capable of achieving such speeds! What solution did they provide? The guy told us to go buy another faster one!!
- We got disconnected more times in half a year than we did with BT in a few years.
- After explaining that we weren't satisfied with the service and that we were moving house so wanted to cancel the service, they said we'd have to pay an early termination fee which was more than we anticipated because they restarted another contract midway through our original contract because we downsized to a lower speed. When we tried to negotiate maybe moving the service to our new address, they couldn't because they're a small company and it was out of their coverage.
- They constantly send you emails asking you to recommend contacts to sign up to their appalling service; it seems like they make more of an effort marketing rather than actually providing a good service!
I would strongly advise against signing up with Hyperoptic and stick with the main players.
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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We've been with all the big players in the game (e.g. BT, Sky, VM etc) and Hyperoptic is undoubtedly the worst experience I've had. Terrible, terrible service all around. Avoid them at all costs.
- Location
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- Location
- Brentford
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- Comments
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Hyperoptic are an enigma of a company, when it works, it's very good. When it doesn't it's terrible.
Let me start with the installation. When the engineer arrived he told me he would only be able to install my socket within 10M of my front door. This is an issue for me, as the front door is nowhere near the living room where most of my connected devices are. That being said the speed of installation was quick and the guy was efficient and knowledgeable.
When working, the internet is ok but there are some issues. For example the wireless speeds. I have never had above 32Mbps even an optimal distance form the router. I expect some degradation of performance over wifi but 68 Mbps? or, to put it another way: less then 2 thirds of the speed I am paying for! Due to my installation issues I get about 0.5 Mbps in my living room.
Even connected wired straight out the back of the router I only get 82Mbps. This is much less than acceptable. It's basically an outright lie to say I'm receiving the 100Mbps service I am paying for. I'm not sure how they get away with this? Maybe no one has reported them to trading standards yet? I assume someone techy would give some excuses using words like "latency" and "load form other users" or some such. However when I was with BT (which is sadly unavailable in my new building) I was paying for an 80Mbps service. They were quite honest in saying I would never get that, but they did say they would monitor the line and make sure it never dropped below 70 and, hardwired, it never did once).
The other issue is reliability. My connection drops constantly. This makes it impossible to watch anything over a streaming service or listen to a streaming music system.
Customer service TRIED to help. IN that the very quickly investigated the issues I was having and they sent me a new router. However the router being the same poor quality as the old one I have exactly the same issues.
I would recommend you stear clear of these guys. The bad outweighs the good
- Location
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
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Absolutely the worst experience I've had with ISP; Both the customer and technical support were poor (their diagnostics completely failed to identify my poor connection speeds), the reliability is hit and miss and the claimed speeds only exist on paper. Overpriced and, because their scope of service is quite limited, you're likely to be hit with a big termination fee if you decide to move house. Stick with the usual suspects (BT, Sky, VM etc.)
- Location
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- Location
- Roehampton
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
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Awesome Service, Great offers, worked within my budget, absolutely satisfied
- Location
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- Location
- Bromley
- Reviewing
- Hyperoptic
- Date
- 2016-12-18
- Comments
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Awful and useless customer service. Their speed and reliability is quite good though. But if you need to get in touch with their customer service department, they are pretty much unhelpful and useless.
- Location
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- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2016-12-10
- Comments
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The speed is terrible, I might as well be on dialup. Webpages don't load that used to load, youtube buffers, movie streaming goes all pixelated and continually pauses, sometimes I can't even load facebook...or even google!
Customer Service is efficient and can get through, but whats the point when the product is rubbish?
speedtest.org numbers shows that its better than my previous provider, but WHY do all these problems happen then? I might as well go back to ADSL because even though it says a larger number on Hyperoptic fibre, the ACTUAL experience is SLOW.
I don't understand all the positive reviews - perhaps it is localised ot my building, but when i call they say no issue with my area or building. Its getting worse by the day, and I have seen our neighbours installing hyperoptic too... will leave Hyperoptic as soon as I can, even if it means paying out the contract. Its terrible.
- Location
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- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2016-11-11
- Comments
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So I was to my knowledge the first person in Edinburgh to have this service activated. We had 5mb before via BT as the exchange was not enabled for Fibre, very annoying. Hyperoptic came along, 1gb DL you say... this is fast, very fast, now I dont expect to get 1gb all the time and when am plugged in most of my devices PS4 pro, fire tv, etc etc their software restricts speeds or ethernet cards dont allow you to use the true value. but i get a solid 150mb - 200mb on those and 600+ via macbook pro. If you using wifi all the time dont bother with 1gb package as the router doesnt support those speeds only up to 70-80mb its always up there and only seen a drop off a handful of times in general never really noticed a drop in speed to date after nearly 2 months of use. Solution to wifi speeds, buy a Unifi device plug it in and make that your wifi access point, boom iphone 7 and macbook jummp up to 200mb - 300mb, so yes 1gb service is amazing, but as most devices dont support or handle that 100mb is prob more than enough after the intro offer IMO. Unless they bring out a new router that support quicker speeds (one for the future as I know its a new service) but doing some great things so keep it up. Also your customer service have also been top notch and helped with forwarding ports for gaming and taking away a lot of thinking. Helpful team each time I have called in. overall very happy and never had any issues to date.
- Location
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