313 Customer Reviews over 32 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-06-15
- Comments
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Ordered on 10th of April yet still hasn’t been installed over 2months later. Complaints procedure is horrendous, requests for it to be escalated have just been ignored for last 4 weeks. Been without internet since old provider Vodafone deal expired on May 10th, was assured after first failure to install in April it would be done on 11th May yet nobody showed up or contacted me to cancel. Since then I’ve just been told by complaints they are looking into it, reminded them of their code of practice for complaints and not had any response.
- Location
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- Location
- United Kingdom
- Reviewing
- Hyperoptic
- Date
- 2023-05-30
- Comments
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I have had an awful experience with them. When I reached out to them after the contract ended to downgrade as I DID NOT NEED that level of internet, they argued with me that for the same price, I can have faster internet and that it was a better deal. I was not told that this was another fixed-term contract. However, after I agreed to it they sent me the T&C so that I could not get out of the contract. Now when I am moving home and they are not available at the new location - they are forcing me to pay the remainder of that contract up-front. Although they are the ones that have determined it's not financially viable to provide internet at that location. Absolutely appalling behavior towards the loyal continuous customer... especially during the cost of living crisis. I would not be recommending them to anyone I know.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-05-25
- Comments
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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.
- Location
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- Location
- Uk
- Reviewing
- Hyperoptic
- Date
- 2023-05-25
- Comments
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I can’t start to explain the horrendous service I have received from Hyperoptic. So far they are happy to leave me for over 2 weeks without broadband when the error is very clearly theirs. They have no care of concern for the extreme impact this is causing me by not being able to work from home and go about my daily life. Please do not use this company. Provided a much better service previously from sky.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-04-12
- Comments
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We have agreed with Hyperoptic to install our Wi-fi on 8 April and the set-up engineer never show up while lying to their back office staff that he / she has knocked on our door on.8 April but we were not around. We were at home by the time he / she claimed he knocked the door and we never heard anyone knocked the door that day. We immediately contacted Hyperoptic to find out what happened but they were only able to rearrange the Wi-fi set up 5 days later, which is 13 April.
We had an extremely bad impression and experience with Hyperoptic and are very disappointed about their quality of service. Hyperoptic should look into the issue of engineer never showing up seriously.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-03-17
- Comments
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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
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- Location
- Sussex
- Reviewing
- Hyperoptic
- Date
- 2023-03-03
- Comments
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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!
- Location
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- Location
- Nottingham
- Reviewing
- Hyperoptic
- Date
- 2023-02-28
- Comments
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suggest you all to avoid Hyperoptic business broadband.
I quote the sale manager : "I GOT BIGGER FISH TO FRY".
If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money.
- Location
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-02-17
- Comments
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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
- 2023-02-05
- Comments
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Quite Diabolical, Liars & Dodgy. One stare is too much for this Rubbish company.
NEVER USE THIS COMPANY..
NEVER USE THIS COMPANY..
They’re the worst internet service provider I have experienced since 2005. NEVER go with them or you’ll have a bitter regret like me.
Their RUBBISH services goes out without warnings. So If you work from home, you should prepare for unexpected losses with this irresponsible farce company
On November 2022, Suddenly suspended the service and the liars claim it was my bank account's fault to make the monthly payment!! I called them and they fixed the problem. Therefore It was not me or my bank account but their end's fault. On Monday morning 23rd January outage service again. Half an hour later, they sent sms to say it was something wrong with their garbage connection. The CS is useless, like talking machine, they do not know what was wrong. NO internet for 4-5 days until Friday 27th afternoon.
Who believes that you are in GB and the Internet outages for several days for several times without knowing the reasons.
This is an insult to the reputation of the country.
The coverage is another good Rubbish. VERY POOR coverage inside one bedroom flat, VERY POOR signal & VERY slow.
If I leave right now, I have to pay the fees for this mess.
I wouldn't hesitate to leave when the contract expired, but I switched again to my old provider Sky.
- 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.