313 Customer Reviews over 32 pages
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-21
- Comments
-
Hyperoptic when it works is good, but when it doesn't you may as well jump ship - absolutely catastrophic service - Last month I had no internet for 25 days due to an issue with their equipment as it was in a room which apparently had a rat infestation and apparently the rats chewed through the cable.
For 25 days little to no updates were provided, and it took a good 22 days to gain access and organise pest control which showed clear lacking of leadership, organisational skills and trying to fix a solution for a service which they claim they provide excellence on.
At no point did Hyperoptic claim accountability for a mess that was on there part and incontingent planning but rather kept on repeating 'we are sorry for the inconvenience' as part of a robotic speech sheet used within customer service.
If you seek reliability, do not opt to use Hyperoptic and go with a more reliable and accountable internet company
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-08
- Location
-
- Location
- BOURNEMOUTH
- Reviewing
- Hyperoptic
- Date
- 2022-08-30
- Comments
-
Placed an order a month ago and heard nothing. So have now called them three times (really fed up with their system) and the only answer I get is they have "no capacity" whatever that means. Useless!
- Location
-
- Location
- UK
- Reviewing
- Hyperoptic
- Date
- 2022-08-26
- Comments
-
Absolutely shocking service.
Do not recommend.
Ive had people coming out to my property to set me up, yet nothing is documented on the other side so they wont let me internet go live. No one gets back in touch or leaves you waiting without resolving anything.
Asked to speak to a manager but refused to let me speak to one, refused to give their names when wanting to know who i am talking to.
They are wasting peoples time, no communication from anyone and not even trying to resolve anything.
As of 26th - still no internet.
Called to cancel due to the time wasting provider that doesnt care about customers but want to take their money.
Ive had no internet since been with them, they have sent me a bill.
Today i called to cancel die to been a joke and they told me i will still have to pay a months worth of my wifi, even though theres been no internet in the property since signing up to hyperoptic.
One joke of a company if they can even call themselves that. Cant provide a service yet they still demand money.
Also you can never get through to a manager, Why is that?
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-08-17
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-14
- Comments
-
This service allows themselves outtages that 4-5 days long and even more. The customer support treats you like a child and does not give you any information, estimations or compensations. Be ready that if your service is down a "sorry we are doing everything we can" from an agent is a maximum that you will have.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-09
- Comments
-
I signed up using the business section of the website, was given a price of £24 a month and £29 installation for my property.
On installation day the service couldn’t be connected due to missing cables (the engineer was excellent and lovely and did his best to get things sorted but needed to refer to another team to install some extra cables).
I received a phone call a few days later to inform me that they’d given the wrong price and would not be honouring the price we agreed, they now wanted £60 a month and £100 set up fee for a slower 100mg service! I said absolutely not and after chatting with their supervisor the caller said the best they could offer would be £27 a month and £50 set up for the slower service, and tried to manipulate me into accepting this by insisting it was a “good will gesture”.
I’ve cancelled and will go with a company that doesn’t use such dishonest, manipulative and shady practices as to demand a huge price hike when you’ve already agreed a price and started the installation process with them. Shameful Hyperoptic!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-08-09
- Comments
-
If you'd have asked this question a fortnight ago it would have been fives across the board, but our internet went down over a week ago and they've done bugger all to sort it, other than to fault the circuit out to openreach and just sit on their arses.
Trying to get information out of them is like trying to get blood from a stone, and they seem strangely reticent about dealing with management companies for faults impacting a whole site; insisting on their customers acting as go betweens which is annoying to say the least and smacks of a stalling tactic. I'm a network engineer myself and I know you have to ride openreach hard to get them to perform if it's anything out of the ordinary.
When the service works it's bloody amazing. I've had the 1Gb product since they wired our site up and it's never been down more than a day until this week. Boy, are they making up for lost time :(
TL;DR Ask yourself "Do I feel lucky Punk, well do ya ?" (with apologies to Clint !)
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Well, the title says it all. No customer service, no support, no help, no explanation, you are left in the dark! - That's it!
When you are with them, you get the product but not the service. If the connection works, then you get internet. If no connection, no internet, you get nothing, na-da, zip...
It has been 4 days without internet! So far, no-one knows why, when it will be back and what has been done (or anything was done at all)
I have been asking since day one, what should I expect, whats the timeline, how long would it take.....
None of these are answered, I had no support, no help despite contacting the support team via multiple channels... I already lost decent money just because I can not do the work I was supposed to, could not get a new contract because I had no connection on that day.
On top of all this, 4G is bad where I am so dont have alternative means of connecting to internet....
If I had a choice, I wouldnt hesitate to leave Hyperoptic and switch to another provider!
- Location
-
- Location
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-07-31
- Comments
-
Service when it works is fine. Moved into new house where pre installed. Didn’t work for days and had to rely on phone. Eventually I found out by trial and error to be faulty WAN cable they supplied.
Since then lost telephone VOIP and no reply to online query.
On other general online queries tech support have taken at least 3 days to reply. Phone support rings out for a callback that never happens.
Only reason I’m staying is they are taking on the big boys.
- 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.