Unbeatable speed - with the fastest package offering average speeds of 900Mb few other providers come close to matching Hyperoptic
Upload speed - on Hyperoptic's 1Gb and 150Mb deals, upload speed is the same as download speed
50Mb and 150Mb options available - If you don't need the full gigabit service then you can save money with a budget 50Mb service (with 1Mb upload speeds), or a symmetric 150Mb service
Speed as advertised - as Hyperoptic uses full fibre to the building and high speed networks within the building, connection speeds average at least 95% of the advertised speed
Short contracts available - customers have a choice of 12 month or 1 month contracts
Truly unlimited usage - customers can download as much as they like without limits, there's no traffic shaping or throttling
No landline needed - Hyperoptic comes into your building via fibre optic cable, and into your home via a network faceplate, so broadband-only products are available
Phone bundles available - Hyperoptic can provide good value voice-over-broadband phone services with competitively priced phone bundles only £3 to £6 more than the broadband-only cost
Future proofed - Hyperoptic use full fibre to your apartment building, allowing them to increase broadband speeds as technology or demand progresses. Their building networks can support much higher speeds than are currently offered
Limited availability - only select urban locations are supported. As of 2019 it's available in around 30 cities, and mostly only in apartment blocks
Installation can be expensive - if you have non-standard requirements for installation, such as moving an existing faceplate or placing the faceplate far from from your front door, you may be liable for the full £200 standard installation fee
No copper phone line - Hyperoptic's telephone services work over your broadband connection, meaning they won't work if you have a power cut or broadband outage, so you may have to rely on your mobile phone to make emergency calls, or separately maintain a copper phone connection
Excessive usage policy - although Hyperoptic's broadband is unlimited and unthrottled, their fair usage policy states that if you make excessive use of your connection to the detriment of other customers, then your service may be suspended
Features at a glance
Average speeds start at 50Mb download and 5Mb upload, go up to 900Mb symmetric download and upload with top speeds of 1Gb
Monthly rolling and 12 month minimum contracts available
Truly unlimited usage with no traffic management but 'excessive usage' is prohibited
Free with a 12 month contract during offer periods, £40 activation fee otherwise, and a £200 installation fee may apply if you have non-standard installation requirements
24 hour customer service and technical support via email, national rate phone number (free from Hyperoptic phone lines) or livechat (except from 5pm to 9am on weekends)
The optional HyperHub router has security and parental controls
Optional AC-rated HyperHub router provided
Voice-over-broadband telephone service available for only £3 to £6 more than the broadband-only monthly cost, £5 per month International Plan adds discounted calls to 50 destinations at any time of day
No line rental or landline needed, or you can keep your current copper landline line rental and phone provider
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.
I had some problem with Hyperoptic reliability and it took them too long to fix it (around a month), but besides that it was all great. When it works the speed is amazing. Support is quick to response, and is usually helpful (compared to other companies). If I had a choice in my new flat, I'd definitely stay with Hyperoptic.
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!
Landmark East Tower
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
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.
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
The first installation failed due to outside cables, therefore I was concerned that another attempt would be perhaps months away seeing the reviews. One week later as agreed installation was completed. Most customer service was over emails just in case I needed proof. They were so quick in replies.
All working at the speed I requested so I certainly would recommend this company.
Can’t comment on reliability as it was only installed today.
Terrible, predatory and outdated company policy of forcing new customers to pay an extortionate cancellation fee if you are forced to move house.
£100 cancellation fee if you move and Hyperoptic do not support the location where you are moving to.
An absolute disgrace. Look elsewhere (BT don't do this, for example).
Misleading. Be very very careful with this company. When joining if you live in a high rise building, never agree for them to have your router to be on the door way. They tell you this is the standard place but it's all b.s. when they can easily have the router inside like normal. But here is the catch, once you complained to have your router inside, they will say it's chargeable £50 if you want the router inside.
Also poor customer service and very unprofessional. The girl who I spoke to was rrud. Don't waste your time with this company, they will lure you in and make you pay extra.
Company took months to install cables to the property... Then they decided to install to the front and back of property and engineers were completely confused on what was going on and why..
Then once installation was agreed, the internet signal was never turned on, a month later of saying no engineers (yet plenty of vans parked outside and engineers about) still no internet.
The engineers who turned up for each section of the installation also had no clue as to what the previous engineers were doing.
The entire service is a joke, the customer service department is a joke and hides it's accountability behind stating the engineers are not available..
what's worse is that it's almost been 10 years since Hyperoptic approached me in my previous property to come and install...and they still have not done any installation work to bring their service to that street. Ofcom need to ban this company outright.
Horrible service! Very unreliable, internet cuts randomly every month and sometimes twice in a week. I’m constantly running out of phone data because I hotspot to be able to work from home way too often. The broadband unreliability is extremely stressful since both my partner and I have to work from home
We've all got horror stories about bad customer service. But it's people with health, financial or emotional problems that are still having the most inconsistent experiences when they contact their broadband provider's customer service team.
That's the big finding from research by Ofcom, which looked at the progress the industry has made since the watchdog last year published its guidelines for treating vulnerable customers fairly.
They found that while some users received extra support due to their circumstances, and others reported positive experiences despite the provider not knowing about their vulnerability, the overall service was still patchy.
It suggested that people's experiences were heavily dependent on the member of staff they spoke to, with no guarantee they would get to deal with the same person twice.
It suggests there's still plenty of room for improvement in the training of customer support teams.
What makes a customer vulnerable?
Vulnerabilities come in many forms. They include physical and mental health problems, debt or unemployment, bereavement, or even becoming a victim of crime.
Unsurprisingly, the number of vulnerable customers has increased during the pandemic and its subsequent economic fallout.
While Ofcom rules require all providers to have policies in place for helping vulnerable customers, it isn't always easy for them to automatically tell if someone needs extra support. If you regard yourself as being in a vulnerable group, or if your circumstances have recently changed (you might have lost your job, for example), you should contact your broadband supplier and let them know.
They'll add that information to your account, and it should inform any relevant future interactions you have with them.
What kind of support can you get?
With the definition of vulnerable being quite broad and varied, the types of support you can get are also broad and varied.
You should have access to a range of communications channels to speak to customer support. This could include text relay services or support in different languages.
You should be given the time to get help, support and advice on managing debts without the threat of enforcement action.
Providers could consider giving you a payment holiday to help you manage cashflow issues.
Broadband providers should regard disconnection as a last resort.
Broadband providers' vulnerability policies
Ofcom's guidance expects a number of things from broadband suppliers. They should train their staff to be able to recognise the characteristics, behaviours and verbal cues of someone who might be vulnerable, so they can be proactive in offering support. They should identify vulnerable customers and record their needs. And they should make all of their customers aware of the kinds of support and services that they offer.
Many providers publish vulnerability policies. Some have specific support teams in place for vulnerable customers, and some make it easy for you to register your vulnerable status with them. This information will be treated in confidence, and is subject to all the usual data protection legislation.
Here are the relevant pages for many of the leading providers:
Some of the things you can expect include ways to improve access to support via text relay and NGT services or braille guides; simple instructions on using accessibility services like subtitles on TV; and specific policies and help for dealing with financial issues. Naturally, what's promised and what's delivered are not always the same thing, so check our user reviews to see our customers' experiences of their providers' tech support.
If you want to read the full Ofcom report, click here. Or if you want to compare the best broadband deals in your area today, use our postcode search tool to get started.
You know how it goes. Whenever you start shopping for a new broadband deal, you find yourself being steered towards the faster, flashier and more expensive services.
The thing is, not everyone needs an upgrade. Some of us are happy with what we've already got, and some don't even need that.
If you don't have a house full of kids who are all online 24/7, or if you live on your own, or are part of the generation that's less computer-reliant, then you may be able to get away with a much more basic broadband service. It could even save you some money in the process.
Let's take a look at your options.
How light is light use?
First of all, you need to work out how much you actually use the internet, to make sure your usage is as low as you think it is.
If your usage is mostly things like web browsing, shopping and bill paying then that's definitely light use. TV streaming counts as well, so long as there's only one person in your house doing it at any given time, and that you don't want to watch in the highest quality on your massive 4K TV.
But there are lots of other things as well that you don't tend to think about: Windows updates on your laptop that happen in the background, downloading movies and TV shows to your Sky Q box, playing games, and sharing large files for work. And all those other little devices you've got connected to your Wi-Fi. Some of them won't be downloading much, but it all adds up.
Chances are that you do use more bandwidth than you realise, so do make sure that you buy a broadband service that's right for your needs.
Broadband for light use
The slowest broadband you can get is standard broadband. This is the old pre-fibre service that runs entirely on the copper phone network. It offers average speeds of around 11Mb, which is enough for general web use or for one person to watch Netflix in HD.
Standard broadband is old tech and is set to be phased out in a few years, but you can still get it right now. It doesn't offer huge savings - standard broadband will typically save you a couple of pounds a month, but over the course of a year they do amount to the cheapest deals you can get.
If you don't want to go quite that slow, the most basic fibre deal you can get is from Onestream. Their 17Mb service is the cheapest widely available fibre broadband package.
Most suppliers' entry-level fibre offers more than double that speed, at around 36Mb. Almost every broadband company has a deal at this level, so there's bags of competition on price and service. TalkTalk, Vodafone and EE all have deals around the same price point for the same speed services.
36Mb is ideal for light use - it's affordable but not too restrictive. It can handle many people online at the same, with even two or three streaming movies simultaneously, so has plenty of headroom for when you have guests round.
You could also consider some specialist providers. Hyperoptic and Community Fibre have great value full fibre packages - at 30Mb and 50Mb respectively - but they're both available in only very limited areas. Or you could go for a mobile broadband deal, running on the 4G network (or 5G in some areas), such as the 18Mb plan from Three.
You don't always have to buy the best or fastest broadband deal around. Pick what you need, and if you only need something basic then you've got plenty of choices.
Ready to start shopping for a new broadband deal? Just enter your postcode into our postcode checker and you'll be able to see exactly what offers are available in your street right now.
Hyperoptic Broadband Buyers Guide - Is Hyperoptic right for you?
Can I get Hyperoptic?
Hyperoptic is only available at select urban apartment buildings. In early 2019 it was limited to various postcodes in around 30 cities, covering 400,000 homes.
Plans are in place to increase coverage, but chances are you'll have to wait until you can get it. Hyperoptic should be available in half a million homes by the end of 2019, two million homes by 2022, and some five million homes by 2027.
Hyperoptic's hyperfast gigabit broadband uses a technology called fibre to the building (FTTB) where a full fibre optic link is taken into the basement of an apartment building, this is then distributed to the apartments within the building using a high speed network, either using ethernet or fibre links, depending on the nature of the building. Residents of the building can then connect to the high speed network using an network faceplate installed within their home, either connecting their computer directly with network cable or using the supplied Hyperhub.
To find out if your building has been hooked up to Hyperoptic's network, use our postcode checker. Please note, in some limited cases more than one building will be in the same postcode area or your building may still be in the pre-order phase, if this is the case then the Hyperoptic site will confirm availability before you sign up.
Hyperoptic's standard installation fee for a faceplate is £200, with standard broadband activation charged at £40. Thanks to ongoing promotions, the installation fee is almost never chargable if your installation is straight forward, you don't wish to move an existing faceplate, or place your new faceplate away from your front door. Activation is usually only charged when you opt for a monthly rolling contract rather than a 12 month contract term.
Property developers within Hyperoptic areas can apply to have their buildings upgraded to bring gigabit fibre to their tenants, so if other buildings in your area have Hyperoptic already, talk to your property manager about the possibility of an upgrade. If they know that there's demand in the building, they may be more likely to invest in hyperfast broadband. You can also register your interest on the Hyperoptic website. Buildings with the highest customer demand get the lowest installation costs, and they also get connected before anyone else.
1Gb Fibre Broadband - among the fastest broadband deals you can get in the UK. The average speed is 900Mb - and that's upload as well as download speed. The service is fully unlimited
150Mb Fibre Broadband - the mid-range offering has an average download and upload speed of 150Mb, with is still faster than many UK providers can offer. It's an unlimited service
50Mb Fibre Broadband - the entry-level service has an average speed of 50Mb for downloads, and 5Mb for uploads, all unlimited. This is more in line with entry-level fibre packages from other providers
All of these packages come with truly unlimited usage without traffic shaping or throttling, or any restrictions based on the type of traffic or the time of day. However, there is an excessive usage policy, meaning you could be warned or have your service suspended if you use an excessively large amount of data, to the material detriment of other customers.
As Hyperoptic's service is based on full fibre optic to the building and high speed ethernet or fibre networks within the building, there's no slow downs from copper telephone lines, so the advertised maximum protocol speeds tend to be very close to what you'll actually get, as the very high average speeds show. Most gigabit customers get an average speed of at least 95% of what was advertised, with the median speak at peak hours a whopping 900Mb, with any slowdowns caused by limitations in their devices, the speeds of web servers on the Internet or the links beyond Hyperoptic's servers on the way to the site they're visiting.
Hyperoptic doesn't use a copper phone line, so you don't need one connected to your home if you don't want a landline. In turn, this means you don't need to pay line rental. If you do want a traditional line you can get one installed from a separate provider. If you'd rather get everything from Hyperoptic you can add an optional phone bundle to your broadband contract, with plans starting from only around £3 to £6 extra per month. However, this is a voice-over IP service which uses your broadband connection to make and receive calls. It won't work during power outages or other broadband outages although, for an addition one of £25 charge, Hyperoptic will provide a backup battery that should keep your phone working during most power outages.
Which package should I choose?
An important first question to ask yourself is do you need hyperfast speeds, or would ultrafast symmetric broadband meet all your household's needs?
If you're a light user who doesn't do much uploading (such as sharing photos and videos on social media, or syncing or backing up your devices to the cloud) then the 50Mb downloads and 5Mb uploads package may meet all your needs while saving money compared to the other packages. These speeds are similar to what are on offer through other providers' basic fibre deals. It's likely to be good enough for most homes.
If you have a busy household or you make use of cloud backup or syncing, are a vlogger, social networker or content creator, you're likely to want the speed of 150Mb or 1Gb connections. Not only do they offer vastly superior download speeds, but their upload speeds are among the best on the market.
150Mb download is usually fast enough the even very active households, and the 150Mb uploads mean cloud sync and backup, or video sharing on sites like YouTube, is faster than on any competitor's network. The 150Mb package is likely to be a significant upgrade even from an asymmetric fibre service like BT Superfast Fibre 2. However if you want the very fastest connection possible, the 1Gb symmetric gigabit hyperfast broadband is unbeatable.
Points to consider before you choose
Is speed a priority for you?
Can your computer or other devices actually handle speeds of 1Gb (needs a 2GHz or faster processor and an up to date network card)? If not, opt for 150Mb
Do you have a busy household or make a lot of use of HD or better video services?
Do you upload photos or videos, or make use of cloud sync and backup services like DropBox, iCloud or SkyDrive?
Do you need a phone line to your home or could you make do with just mobile phones for voice?
If you need a phone line, would Hyperoptic's voice-over-broadband phone service work for you, or do you need a phone line that works when your power or broadband is down?
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Hyperhub wireless router - New customers receive an AC-rated wireless router that's fast enough to deliver your broadband at top speed. You can also connect up your own router, if you prefer. The Hyperhub is required if you need to use Hyperoptic's phone service, but can also be connected to a separate wireless router or network switch.
24/7 customer service - Hyperoptic's telephone customer service and technical support is available 24/7 to help with any queries or problems you may have, this is a national rate number but free from a Hyperoptic phoneline. You can also raise technical support tickets using Hyperoptic's website or live chat 24 hours a day on weekdays or between 9am and 5pm on weekends.
What are the benefits of Hyperoptic?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
Unbeatable gigabit speed - With hyperfast 900Mb-average speeds available, few other providers comes close to matching Hyperoptic. As of early 2019, 900Mb is nearly 30 times faster than the UK average broadband speed, 13 times faster than a fibre to the cabinet deal (such as those from BT), and nearly three times faster than what Virgin offer.
Incredible upload speed - On Hyperoptic's 1Gb and 150Mb deals, upload speed is the same as download speed, this is in sharp contrast to competitors who may offer upload speeds of less that 10% of download.
Cheaper options available - Most households don't need 900Mb broadband speeds. You can save money with the symmetric 150Mb option, or even the 50Mb deal. Just beware of the much slower upload speeds on that package.
Short contracts - Hyperoptic is available on a choice of 12 month or 30-day rolling contracts. You'll pay more for the latter but it's a good choice if you're planning to move in the near future. After all, with Hyperoptic's limited coverage, it's unlikely you'll be able to connect in your next home.
No landline needed - Hyperoptic comes into your building via fibre optic cable, and into your home via an ethernet network faceplate, products can be bought stand alone with no landline at all, or paired with someone else's line rental and call plan through your separate copper phone line.
Phone bundles available - Hyperoptic can provide good value voice-over-broadband phone services with competitively priced phone bundles starting from only £3 to £6 extra per month, plus for £5 more you get discounted calls to 50 international destinations at any time of day. Your free Hyperhub router has a voice port that will allow you to connect a standard telephone handset.
Future proofed - Hyperoptic use full fibre to your apartment building, allowing them to increase broadband speeds as technology or demand progresses. Their building networks can support much higher speeds than are currently offered, or upgraded as needed. Hyperoptic have already planned an upgrade to 10Gb connections once technical and customer demand requires it.
Improves property prices - If your building and home have been hooked up to the Hyperoptic network this can produce a sizeable value increase when selling your home, especially if surrounding properties have poor broadband speeds.
What are the drawbacks of Hyperoptic?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
Very limited availability - Hyperoptic is only available in a limited number of (mostly upmarket) apartment blocks in a limited number of postcodes in a limited number of cities. Even if it's available in the building across the street from you, it doesn't mean you'll be able to get it yourself.
Non-standard installation can be expensive - If you have non-standard requirements for installation, such as moving an existing faceplate or placing the faceplate far from from your front door, you may be liable for the full £200 standard installation fee, or at least an additional installation extension servic
Computer or device upgrades may be needed - If you don't have a more recent network card, or have a slower processor, you may need to upgrade your computer to enjoy full gigabit speeds. 150Mb should work on older computers though. To achieve the full gigabit speeds you'll need to use a wired connection, and if you want to achieve wireless speeds over 130Mb, your devices will need to support 802.11ac wireless protocols, which can exclude older mobiles, tablets and games consoles.
No copper phone line during outages - Hyperoptic's telephone services work over your broadband connection, meaning they won't work if you have a power cut or broadband outage. This may not be a problem, and can be mitigated by paying £25 for the battery backup option, but be aware that you may have to rely on your mobile phone to make emergency calls, or separately maintain a copper phone connection if continuous phone line availability is critical.
Excessive usage policy - Although Hyperoptic's broadband is unlimited and unthrottled, only using traffic management to prioritise telephone calls, their fair usage policy states that if you make such excessive use of their services that other customers' connections are detrimentally affected, then you may be given a written warning or even have your service suspended or terminated. Their terms and conditions also define a number of stringent 'content standards' that prohibit use of your connection for activities such as deceiving, impersonating or annoying any person, which some users may consider too restrictive.