313 Customer Reviews over 8 pages
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- Location
- Hahahaha
- Reviewing
- Hyperoptic
- Date
- 2022-05-05
- 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.
- Location
-
- Location
- Edynburg
- Reviewing
- Hyperoptic
- Date
- 2022-04-29
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2022-04-28
- 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
- uk
- Reviewing
- Hyperoptic
- Date
- 2022-03-12
- 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.
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2022-01-28
- 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.
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2022-01-17
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-06
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-02
- 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.
- Location
-
- Location
- Cardifd
- Reviewing
- Hyperoptic
- Date
- 2021-12-26
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-11-29
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-11-22
- 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.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Hyperoptic
- Date
- 2021-11-11
- Comments
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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.
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-11-10
- 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.
- Location
-
- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2021-10-17
- 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.
- Location
-
- Location
- Landmark East Tower
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- 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!
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- 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
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-10-16
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-10-14
- 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
- Location
-
- Location
- Cardiff
- Reviewing
- Hyperoptic
- Date
- 2021-10-05
- Comments
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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.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2021-10-01
- 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).
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-09-17
- 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!!!!!!
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-09-08
- 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.
- 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
- Shepherd's Bush
- Reviewing
- Hyperoptic
- Date
- 2021-08-11
- 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!
- Location
-
- Location
- Winship
- Reviewing
- Hyperoptic
- Date
- 2021-08-01
- Comments
-
2 months without zoom as keeps dropping
- Location
-
- Location
- Greenwich
- Reviewing
- Hyperoptic
- Date
- 2021-07-29
- 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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-07-27
- 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.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-07-14
- 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)
- 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
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2021-06-07
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-05-26
- 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!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-05-21
- 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.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-04-29
- 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?
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2021-04-24
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2021-04-23
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-04-23
- 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!
- 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
- North London
- Reviewing
- Hyperoptic
- Date
- 2021-03-28
- 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.
- 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.