313 Customer Reviews over 32 pages
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- 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
- 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
- 2023-09-21
- 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.
- Location
-
- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2023-09-21
- 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
- Location
-
- Location
- bexley
- Reviewing
- Hyperoptic
- Date
- 2023-09-18
- 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.
- 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
- Reviewing
- Hyperoptic
- Date
- 2023-08-30
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-08-29
- 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.
- Location
-
- Location
- Basingstoke
- Reviewing
- Hyperoptic
- Date
- 2023-08-23
- 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.
- Location
-
- Location
- birmingham
- Reviewing
- Hyperoptic
- Date
- 2023-08-18
- 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!
- Location
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