Hyperoptic Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Hyperoptic.

Recent Customer Ratings for Hyperoptic

  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2.4 stars
  • Reliability
    2.2 stars

Based on 100 customer ratings since 2022-08-22 (Show all time ratings)

Visit Hyperoptic   Read our Hyperoptic buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

313 Customer Reviews over 8 pages

  • Reviewer
    Location
    Poplar
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Works fine most of the time. Have occasional connectivity problems. Broadband is down today, they boast a 24 hour chat service, but the waiting time is far too long, so I waited and quit, hoping they'll have it fixed by the morning. Not impressed.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Decent speed and good customer service, however it is pointless when internet drops every time you connect to a VPN because there is no static IP addresses. I bought an add on for another 5 pound a month for a static Ip and it still does not work. Do not even waste your time or money on hyperoptic if you need to connect to an external VPN
  • Reviewer
    Location
    East London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    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.
  • Reviewer
    Location
    Fulham, London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Order placed on 7 Sep. Very good value. Offered to cover the entire period I was locked into a contract with Sky and offered excellent speeds.
    It is now 1 Nov and not even the pre installation check has been done. It has been scheduled twice and cancelled each time by hyperoptic. the first time was because they sent the wrong number of people for the check. The second cancellation was over a week ago with no reason or explanation provided. No appointment has been rescheduled yet. Looks like hyperoptic is cheap for a reason and it would be a mistake to switch to them. I'm glad I didn't cancel my existing internet contract with Sky.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Speeds tank every other day. Regularly get <10mbs despite paying for 1gbs. Awful. Will be switching at end of trial period.
  • Reviewer
    Location
    Sussex
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I worked from home and the broadband suddenly stopped connecting. I called hyperoptic and they could only schedule onsite check 8 days later! Today (Mar/03) the engineer finally arrived but did nothing and gone. They told me apparently there were no signal but they didn't have the keys to enter the engineering room, at the property management office, to check things out. And I suppose I have to wait for another week at least for another visit! I am relying on my mobile phone data network and the data allowance is running thin. It's just disastrous!
  • Reviewer
    Location
    Islington
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    Sutton
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      2 stars
    Comments
    The most unreliable company I have experienced!
    They are cheating on the speed. They are always available at customer service but they lies with the information about the price. They are talking in the way to confused you and avoiding to sharing the real final price and what you will pay finally.
    Try to avoid them.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    When it works it quick, but on a twice weekly basis they take the network down for maintenance without telling you, CS are useless and rude. Constantly getting calls from their sales team to upsell
  • Reviewer
    Location
    Hammersmith
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      1 star
    Comments
    Good service for 6 months. Cheap tariff. Then an outage affecting the whole area that has now lasted 12 days with no sign of repair. No useful response. Just apologies from Hyperoptic. My feeling is that they are cheap for a reason. They don't have adequate manpower or infrastructure to deal with problems in an acceptable time frame. I have learned my lesson. You get what you pay for.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Just wanted to share my recent frustrating experience with my ISP, Hyperoptic.

    I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense.

    On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times.

    Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard.

    Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch.

    As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others.

    Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place.

    Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive.

    Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Absolutely worse customer service, took almost a month for activating my service and to your surprise, it has not been done at all YET. Emailed them, called them and chatted online with them and all I get is the constant changing of my activation dates, paid everything, asked for refund and denied and all I can do is wait for them to get my service. Definitely THINK TWICE IF WANTING TO GET THEIR SERVICE, keeping in mind the time and effort you needed to put in dealing with them even if their wifi speed is good!
  • Reviewer
    Location
    Liverpool
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    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!
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    It took, to Hyperoptic 2 months to comission the line
    Therefore they cliam that the starting date was later than expecting so they couldn't issue the £50 voucher which was coming with the package.
    The service has been very average with dropping connection depending of the weather.
    And to leave they have been a nightmare.
    Only one regret, being patient and not cancel when waiting 2 months without internet for comissioning.

    The customer service prefer to blame you rather than help you out.
  • Reviewer
    Location
    NW London, UK
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Tl;DR: Don't fall for the 1Gbps marketing. Or any of the "faster speed" marketing on their media. Just another average provider, they just stretch the facts more than usual.

    Being honest, if you only need an average connection and northing out of the ordinary - just like with Virgin, BT, SKY, Talk Talk and others - and DON'T need the speed that they advertise you may be just fine. Just like any other average connection.

    But if you're choosing them for the "fibre to the property" and the "over 12x faster than the UK average", don't step any further.

    For emails and ocasional netflix/YouTube it's okay, but if you happen to work from home and make regular video conference calls/meetings, or work with heavy files, or stream 4k video, etc., manage your expectations and proceed with caution (or broaden your search).

    I have been a Hyperoptic client for about 14 months now. Got the 1Gbps from day 1 and according to Hyperoptic own tests my speed is less than 500mbps download - tests performed by their own engineers are attached.

    After months with back and forth, several tests on my end and many visits from their engineers (with loooong waiting times for responses and huge lack of communication in between themselves) they are now just offering me to downgrade, as they can't deliver on what they sold.

    Yep, so all that competitive advantage marketed all over their media that made me choose them over Virgin is out of the window. And they don't really seem to care.

    For the record, I have spoken with other people in the same building and many others are going through the same issue, but Hyperoptic is never clear about that, nor has provided with any idea on when the issue will be resolved.

    The way they also handled the whole low-speed complaint was very unprofessional, with one of the engineers even trying to convince me that under 500mbps on a 1gbps connection was "very good".

    Overall I see huge potential in the company and hope they improve very soon, but right now what I can see is that they're overpromising and underdelivering. It's a petty.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Disappointing customer serivce. Internet down Friday to Monday and have had to buy extra 4g to get work done. These things happen, but no refunds are being offered for the days without service. It wouldn’t take much to knock 10% off the bill when 10% of the service never arrives. Currently just paying for something I can’t use.

    Will not be renewing.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Buyer beware when you first get Hyperoptic you get the speed you pay for after a couple of weeks it drops by half when I ring customer service the guy trys to tell me im getting the spped I should be and must be something broken on my pc that's doing that I tell the guy dude I build and fx pc's for a living and I can tell you 1000% theres nothing in a computer that can reduce cable speed so he hung up on me ….ill stay for the year as its still better speed then I was getting before but if I see a better offer im gone
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    After having a really bad experience with Hyperoptic service in a previous apartment I swore I would never have anything to do with them again. Unfortunately we have just bought a new apartment where Hyperoptic is the only realistic option because alternatives are super slow. After waiting 2 weeks for an engineer to come I took the morning off work for the appointed time slot and needless to say nobody turned up. No text message to say they were going to be late, no email from Hyperoptic apologising, nothing. I spent two hours on the phone to 3 different people trying to find out where they were. Eventually an engineer turned up two hours late and explained that two engineers were always required in this building and they only sent one. So yet again we are at the receiving end of this company’s utter incompetence. I simply do not know how they are in business. A manager pointed out their customer service award which based on my experience in two different properties is an absolute joke. I would strongly advise having nothing to do with them unless you have absolutely no alternative.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    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?
  • Reviewer
    Location
    Penicuik
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Signed up at new house in June. Took a week to get up and running due to faulty router, which I replaced myself and faulty supplied cables.

    Now a week of no service. Engineer took 4 days to come out, confirmed it was working at cabinet and not at my router and left without fixing the problem. Emailed and phoned countless times and still no date for another visit.

    No idea why it gets high ratings on Trustpilot, maybe they are fake.

    Hate to say it but I’ll be going back to BT even though they’re more expensive. Having to work from home on a weak 3G signal…
  • Reviewer
    Location
    Leeds
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    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!
  • Reviewer
    Location
    Leeds
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    Avoid this dreadful company. I attempted to give 30 days notice to cancel my account, however nobody answered their phone for 3 days. I ended up waiting 20 minutes on the phone on the third day of trying before giving up. I left a voice message for my call to be returned, yet nobody ever called me back. I also emailed requesting cancellation, which was replied to 3 DAYS later. They then had the cheek to try and charge me an extra month despite my attempts to cancel. They ever threatened me with debt collectors over a 13 pound bill. Their connect was poor with constant dropping in my apartment. I have advised numerous homeowners in my development to avoid this deceitful company. I regret the day that I chose the open an account with them. Avoid Avoid Avoid.
  • Reviewer
    Location
    London Strata
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    An absolutely disappointing service. I got into a contract with them only 3 days ago and woke up today to find no internet and it has happened for the 4th time in 3 days. The guys on the phone could not fix it and need an engineer to visit. I am a working professional and the only times they have available is during business hours for an engineer to visit - that is 9-5 and are providing no flexibility with that.
    I will not recommend this to anyone else - go for more established names instead. I am getting put of the contract since I am still in the 30 day “test phase”. Imagine what would have happened once out of the 1 month period.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Really bad provider!

    My wifi is not working since few months now, and when I called to cancel my contract as its a daily issue with my internet connexion and I am working from home, the customer service who was very nice explain that she is not able to cancel my contract as the internet cable connexion is working but wifi no. So I need 1st to try and replace my router ro try everyday to connect via cable and not wifi. Is it really stressful situation as I am working from home, and missing a lot of calls and meeting as I cant be connected, I have started feeling really anxious every day and praying to not have any internet issue at home during my work hours- and this provider don't want to let me cancel my contract. I have all the poofs that the internet speed is really low, but they won't let me just go- I am paying my bills on time and respecting the terms of my contract and even nit asking them for compensation or anything just cancelling my contract but it seems not possible. Can someone guide me here please
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hyperoptic 1Gb is probably the biggest scam in the broadband services market, don't fall for fit. The problem is not even with the speed. Once the connection is established you will get a speed up to 300 Mbps (wifi) or up to 900 Mbps (wired). But the problem is with establishing the connection. It takes ages to load the page! Lots of time the connection interrupts or drops, images not loading, thus producing the worst browsing experience you can imagine. My mobile internet has a better browsing experience than this. I don't recommend getting this and telling this as a programmer and IT professional. Very disappointed.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Terrible terrible company. AVOID AT ALL COSTS!

    Firstly, they lost our landline number which we have had for close to 20 years during porting. This is something I can never forget or forgive as friends of my parents will not be able to contact them.

    Bill went up by £15 a month! started at £23, now paying £38. Now after losing our old landline number, they do not let you take the new phone number either, so the only way to keep number is to stay with" them. This made me think if the number was lost intentionally. Frankly speaking, I do not use the landline at all and is not an issue but it is about the principles - they are not making customers aware of this at the beginning, so please be aware of this.

    Broadband speed was fantastic to start with, but it keeps dropping so you constantly have to nag them for resets etc. It really is not worth the time and the effort. They are always available online but they are not able to solve anything.

    I hope it saves someone else and their phone number, I wished someone warned me beforehand.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      1 star
    Comments
    DO NOT USE THIS COMPANY
    DO NOT USE THIS COMPANY
    Pathetic customer service. Had an issue of internet speeds dropping once per week leaving me unable to work from home. This continued for well over a month which led to a significant loss of earnings. No help or compensation offered
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    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.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    They supply faulty routers and have absolutely no customer service. Avoid.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet connection ever. I find the 1GB Fibre connection to be slower than my mobile phone 4G signal. I have to take my devices off the WiFi to get anything to load. Tethering my laptop connection from my mobile phone as I type. Can't wait to cancel the contract.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    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
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute joke of a service, line goes dead for a minute or two in the middle of meetings, several times, each day, everyday. They fix it for you over the phone and back to the same "service" the next day.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Not reliable, falls out all the time and some of the worst customer service I have experience anywhere for any product. They wanted 30 days prior notice before my contract ended even though my contract was a 1-year contract, which forced me to pay for almost a full month. On top of the rudeness I encountered, they wanted to claim an early cancellation fee, cannot believe how people stick up with this company.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    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.

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