313 Customer Reviews over 8 pages
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- Location
- Isle of Dogs, London
- Reviewing
- Hyperoptic
- Date
- 2019-01-14
- Comments
-
The experience I had with them is quite frustrating and too time-consuming.
The whole team is operated in Serbia. And, although they think they do the good job, they don't.
And, their command of English speaking has not resulted into good turnout of problem solving or question-answering. Never the Smooth installation ot its date setup, even, or, now I am dealing with the suspicious delay in Service termination.
I experienced all those, and, they need to train absolutely everyone in the Customer Service team first, who have no idea of how things are getting done. The managers sound like the typical reps and their reps don't sound like they just received different versions of English (foreign) manualsand as if they were just hired.
All they are good at is, They just keep giving out lip services politely.
I would rather have some experienced experts who will focus on how to get things resolved.
But, my inquiry is answered by random representatives of all experience levels every time, and, at one point, they all gave different answers of different directions, until one staff suggested they should stop responding to me with different answers NOT to confuse me further. That showed how their structure of the teams were a pure mess.
Their installation setup dates are changed without consent, and, the technicians are equally confused with the changed dates, without any given materials to work with. And, the company wi fi signals are shown as 1Gbps although my service is only 150Mbps. And, when I wanted to change the wi fi name and password, there was NO instructions online (and surely the representatives still insist they do and they don't have any knowledge of why router wifi name and password should be changed) and the supervisor I spoke to admitted himself not familiar with the issues, and, their untrained staff or his company website security problem.
And, when I finally figured out to change the factory default password to my own, to avoid any hacking risk, even that website link was NOT secure, exposing my new password could be sent and saved somehow without encryption. Till then, they did not even know how much security had to be embedded in their websites, they did not think of their business far enough.
Their Telesale service reps did not know what is offered and what is not. And, one representative was clearly explaining the terms, then, the next one challenged the term and instead of honoring my already opened account and its installation date setup, she tried to go back and replay the call conversation to find who I spoke to and tried to make sure the telesales person to get punished. Dog eat Dog situations without my consent, but, for her justice fulfillment!
And, it was just terrible to see what she was doing, instead of helping me (she is the same one who changed my cable installation date pushed 2 days further without my consent). And, when I reminded her that I actually managed the installation date 1 day earlier, another Representative said it was a wrong installation selection (assuming that I made a mistake) and tried to cancel the whole installation date.
Confusing to read all so far, right?
This is exactly how things happened to me, with tons of confusion thrown at me by remotely operated Serbian call center. Nobody was answering the calls from UK to understand UK business. And, they took my words as insulting their country. Really?
And, none of them apologized but kept adding what each one of them thinks was right to confuse more. But, no one cared what I would get.
On the installation date, they stood me up, then, the next day, someone called and left a message, but, did not show up. Then 3rd day, someone showed up. Sad to say, the tech was nothing but a wonderful immigration guy who barely spoke English, and paid with minimal wage, and, he was not well trained to put to work (Customer service said it would be a perfectly trained English guy of many years of trade experience). It turned out he started to work for 6 months without anyone showing him of any skills.
And, he had no idea where he was drilling in my property. As I am a professional, I stopped each step, but, where he took his freedom and drilled, it was a little mess.
He could hit the pipes or wires. But, his innocently ignorant mind would not know how serious the problem could be.
He would not have general knowledge of the construction layout, or, facility codes.
And, the Internet speed. I am from 3 homes of 3 countries with 150Mbps, 1Gbps, and, this 150Mbps is typically 65Mbps, and, upload was only 14Mbps with wired connection. That is okay for now, as my neighbors hasn't piggyback the same signal from this cable yet.
So, don't expect super fast but it is not slowing down as my review is still within the 1st month.
And, the way they lay out the cable in the pre-existing, residential block is quite alarming.
Anyone can go up to open the ceiling in the corridor, to cut their bundled wires. And, they just simply did not secure their reserved cable lines.
And, I mentioned that their website is not secure. And, Their customer service is far below anyone's expectation cancelling the installation dates, and, not explaning anything solidly, and assuming a lot from the replies their other reps produced, but, NOT by the actual customer's.
Now, my non-contract term termination is not honored and, although I submitted my request 5 days ago, no one is answering my request, but tossing around my request and discontinuing the chat windows at random. That is how they do the business.
Will you join their faster speed no matter what? I have spoken, chatted, and called hours costing 30+ hours within the past 4 weeks. And, I spent over 250 pounds to buy materials to cover the cable and patch the mess. was it worth it? No, But, UK Internet broadband service is so limited, either you wait for more years or you get this now situation, in my case.
I hope you get the better chance than my unfortunate experience with them, if you decide to proceed with them. Good luck!
- Location
-
- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2016-12-10
- Comments
-
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
-
- Location
- Islington
- Reviewing
- Hyperoptic
- Date
- 2021-01-27
- Comments
-
The guys that came to repair the broadband were very very good. Polite, jovial and left a very pleasant taste.
- Location
-
- Location
- Kent
- Reviewing
- Hyperoptic
- Date
- 2018-12-03
- Comments
-
customer service is just a joke - beware- stay away - they have cancelled my account despite i told them not to - some random person made application on same address and they didn't ever bother to check. took weeks to revers mess.
- 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
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2022-04-28
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2018-04-09
- Comments
-
5 stars isnt enough. This service has been perfect in everyway. Express installation. 100% reliability: in 5 months not even one downtime. I am on 30Mbs package and I often get a few extra Mbs even at peak time believe it or not. I dont know any other provider who does this. Flexible contract can be based monthly for you to try without being tied down immediately to 12 months. Its just perfect in everyway you can think of
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2019-06-05
- Comments
-
Worst broadband I have ever used, when a download starts it might be relatively quick (not overly so) it is intermittent and often takes a long time to ping through. My normal telephone broadband was much better. Certainly warn people to stay away unless the price it massively better and you arent worried about connectivity/speed too much!
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2015-10-13
- Comments
-
I requested Hyperoptic following an offer of "three months FREE then £22 per month". It took nearly six months to connect the service to my apartment. When my first bill came in Hyperoptic had taken £95 from my bank account. When asked to explain, Hyperoptic said the offer had finished and I was being charged for installation, a partial month payment and a month in advance, at £30 per month!
As well as lying Hyperoptic broadband is not discernibly faster that that of my previous provider. It also seems to freeze.
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2018-03-20
- Comments
-
I moved into an apartment that hyperiotic supply to, called them up, the lady was pleasant and went through several options for me, I explained I may not be there for 12 months so she put on a promo so I would not have to pay any cancellation fees. Within 10 mins of the call my internet was up and running! In 6 months I’ve never had a problem, never needed to call them until I called to cancel as I was moving. Man I spoke to was nice and confirmed I had a promo on my account so no exit fee. Immediately got an e-mail to confirm the date my internet would stop and my account cancelled... no issues with them what so ever and the internet has worked perfectly!
- Location
-
- Location
- Leeds
- Reviewing
- Hyperoptic
- Date
- 2016-09-24
- Comments
-
I have 100mbps download/100mbps upload service for two months now. It's the best Internet I've ever had!!
That's the first time in my life when something was so good, that I decided to share my opinion with others.
100% reliable so far, perfect speed accessible all the time. After many years of struggle with BT 16mbps download/1mbps upload, fastest available at my apartment, I finally feel connected! I was really hesitating when I was reading all those negative reviews here on broadband.co.uk, but I'm extremely glad I decided to apply. Now I can't even imagine anymore how I could live without it!
Hyperoptic with it's 100 or even 1000mbps broadband is really far ahead others. The best confirmation is actually the negative review given because wifi won't support those speeds. Seriously? It's really not Hyperoptic's fault that today's wifi is not there yet ;) Sure, they could support very expensive 802.11ac standard, but most devices won't support it anyway. And you can always put your own wifi access point if you really need ac wifi. I might be old-fashioned with my desktop gaming PC connected over the wire, but that's the way to fully take advantage of this crazy fast broadband. And the comfort of finally being able to upload all those hundreds of gigabytes of personal pictures and videos to the cloud for a secure backup is really wonderful. Hyperoptic, you've made my life better, keep on doing that for others :)
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2017-07-12
- Comments
-
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
- 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
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2020-11-30
- Comments
-
Terrible customer service. Shoddy workmen who installed. Quite good speeds.
- 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
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2019-03-12
- 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
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2020-03-14
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2018-01-15
- Comments
-
This f'ing is awesome. i got the 150mbs pack for 27, i used to pay the same for bt but i would only get about 600k-1mb download, So oftened when i download a game, or update I would have to leave it on over night or i else i won't be able to do anything during the day. Not it takes me 20m to download 10gb! Its like going from dial-up to broadband again.
Apart from this, I've had to contact customer service 3 times and each time they replied within a day, which was a surprise, nothing technical though, just asking when the install was, and changing the package, all sorted within a few hours.
Having read the previous review about engineer not showing up i was a wee scared, but not issue, sent me a text at 8, showed up at 10, out the door by 11, on the net by 11.05. Really taken back by how smooth and easy it was.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-03
- Comments
-
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
- 2016-10-03
- Comments
-
Use them for the speed, for that they're great. For the rest, meh.
Their supplied router is rather mediocre so get a better one. (Doesn't even do 5GHz.)
Also, don't e-mail them about anything technical because they're not going to give a useful answer. Support for IPv6 not coming any time soon either.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-02-11
- Comments
-
I waited 3 months for hyperoptic connection in my building and I have connection issues every other months on top the most annoying thing is they 24 hours customer service is ******* no ones answer customer call after 10pm this happened to me more aften I don't know why hyperoptic advertising falsely and make customers wait for hours and in the end no one's answer. absolute idiots
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2015-08-27
- Comments
-
The service itself is reasonably fast, but the router they supply has a poor connection with the result that the wifi cuts out frequently.
Customer services has deteriorated greatly over a period of two years. They avoid answering questions, their responses are inconsistent and at times incomprehensible. Quite frustrating.
- 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
- 2020-12-22
- Comments
-
Every year the same history!
Yes, every year if you want to renew with these guys you better just CANCEL the service and become a NEW CLIENT. Trust me!
This time I'm just shocked, I decided to try replying the renovation options email and I actually could get Jovana to agree with the "management" to give me 150Mbps for £25 a month (that's a £4 discount goodwill gesture that they applied on my account).
After 2 weeks I decided to check if I could instead go with 250Mbps that is £3 extra a month. Do you know what the "management" said?
"No Felipe, if you go with 250Mbps you will lose the £4 goodwill discount, which means you will have to pay £7 extra a month!"
Yes, that's Hyperoptic but now I'm in a horrible situation, I have 12 months with them and will need to wait that to cancel it again and become a new customer and pay £20 a month for 150Mbps, or even less if you count the cashback with Quidco for example.
CANCEL every year and become a NEW CLIENT, that's the only way to go with Hyperoptic.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-12-07
- Comments
-
I am very disappointed from your service.
They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition.
Thank you for nothing, this is how you treat your customers
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-12-02
- Comments
-
I am very happy with Hyperoptic. The speed consistently matches the service I ordered. In terms of reliability, there has been only one outage for around 5 minutes in almost 6 months - much better then any other providers. The ordering and install process is straightforward and I did not have any problems with the customer service either. I would suggest adding a static IP option to the package though, to ensure the best possible experience.
- 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
- 2018-10-10
- Comments
-
Absolutely shameful conduct by Hyperoptic. We had to cancel our contract due to moving home for personal reasons. When I explained this, despite having been a loyal customer for nearly two years, I was informed I would have to pay exorbitant charges to leave the contract; no discretion was employed at all. Having disputed this and asked them to reconsider, I am still waiting for a response after eight days. In the meantime, we have been contacted by the new tenants of our old flat (which we no longer live in!) and been informed that Hyperoptic will refuse to connect them until we have resolved this dispute. Essentially, they are holding a new tenant to ransom over this in an attempt to guilt us into coughing up for their heavy charges.
I have never been more distressed, angry and disappointed by a provider in my life. You will find they are very friendly and helpful when you first sign up, but their customer care after that is utterly shoddy and they have no interest in you as a customer, only in how much money they can extort from your wallet. I would suggest you avoid Hyperoptic if you possibly can and go with an established, reputable provider.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-03-07
- Comments
-
DISGUSTING COMPANY!
Have had the 1gbit for over a year. In the beginning I was daily in contact with the tech support because I never got the speed I was paying for. After a lot of adjustments I reached a stable speed of 600-700 mbps and I could not be bothered to keep nagging them. The service was a bit jumpy in speeds throughout my period with them.
What makes them stand out however, in sense of WHY YOU SHOULD STAY AWAY FROM HYPEROPTIC: their customerservice, treatment of customers and provided service. There are few places you can find a faster line, but IF you can I would pick anyone over hyperoptic! It's a bunch of eastern european scammers. Stick with you household names such as Virgin or I guess even BT and SKY are better than this ridiculousness!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-12-08
- Comments
-
Repeated outages all year, some have taken almost a week to fix and get internet again (for area not 1 person).
When working its decent speed, but if you need something reliable when working from home and/or stuck in house due to lockdown its too unreliable don't swap if u need internet for work due to covid.
Their status page always says the same thing it never changes no updates for what is going just:
"We’re sorry for the disruption to your Hyperoptic service. Our engineers are currently investigating the cause and will work to restore connectivity as soon as possible. Thank you for your patience."
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-04-08
- Comments
-
I am paying £40 for one 1Gbps internet but I never received anything more than 70 Mbps. I have called them for 1 month everyday to tell them the problem everyday.
I cannot believe a company can provide such a terrible service, act with customers like they are worthless, ignore the clients complaint and still survive. isn't there any authority which can stop them?
- 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
- 2020-12-22
- Comments
-
Utterly disastrous service!!!
So, here i am, writing a review about Hyperoptic company and their services. I've had my fibre optic installed on the 11th of December, all went went, just at the end the engineer said there was a switch missing inside their main cupboard unit. The infamous part took no more no less than 10 days to get replaced!!! Yesterday, the 21st of December, after calling them to ask why the internet wasn't running, i was told that it needs to be activated from their end, which will be on the evening, or the following day in the morning.
As usual, the next day around lunch time, i called them up to see what's going on, just to be told that the switch that was installed isn't compatible with their equipment, and now another one has to be replaced with!!!
All this time, since the 11th I've been paying a daily data fee to my mobile phone provider, as i am working from home and need internet.
I know already that will take another at least a week for them to get that part replaced, then God knows what else will come up " not compatible" or broken down...i can see it already not having Internet until the New Year, with Christmas and all the holidays coming up now...
Is this truly a decent service to be provided, to have to wait this long, then again be told it's still not running... I'd give it less than a star if i could, it's so utterly ridiculuous the level of service...
Now, I'm sure someone from their company will probably reply with the usual standard" we're really sorry for what's happened, we do whatever we can and take our customer service seriously"...
I ask you now: how will their answer, whichever that is, help me get my internet up and running? You tell me that!
Instead of blind replying with standard, sugary, empty words, i'd seriously re-evaluate how their engineers work, what the issues they encounter that can be looked at so that it doesn't happen again...
This is what I'd do:be practical!!! Stop the BS wording than anyone can throw around and do something physycally to action your issues, for a change!!!
I'm sorry for all those that are usimg their services and say it's decent speeds and customer services...all i can review is based upon my experience, i hope I'd be the only one to have this happening to, but something tells me that this is how they run their services, which is an absolute joke, if you ask me...
Knowing now that my holidays have been ruined with having no internet, I'll be looking at cancelling the contract and testing out another supplier of fibre broadband...hopefully not all of them would be so bad...or maybe they are??? Something to be seen...
Happy holidays everyone, hope to get at some point next year my internet running with some sort of decent customer services...not asking for great service, if you noticed, just decent one...is it maybe too much to ask???
I hope not..
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2017-02-23
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2024-02-02
- Comments
-
Tried signing up in September. Offered great initial deal. It is now 2 February and nothing has happened. Called my account manager numerous times with promise to look into it but he never follows up. In meantime my Virgin Media contract expired in November & rolled over to exorbitant no-contract monthly rates, costing me a fortune. Do not trust this company. I’m finally moving on, to G.Network.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-23
- Comments
-
Dreadful customer service, so far without hyperoptic broadband for a week now, had to buy a replacement service.
I have never had a broadband provider as bad as this.
- Location
-
- Location
- london
- Reviewing
- Hyperoptic
- Date
- 2019-07-05
- Comments
-
Dusan (Hyperoptic)went to Great lengths to sort my problem out but this was a third time of calling customer service was lucky to get the right person Dusan is a top rate customer service operator like most of the customer service operators at hyperoptic thank you
- 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.