313 Customer Reviews over 8 pages
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- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-02
- Comments
-
My service has been fantastic from day one.
One simple no nonsense but friendy call to book & politely installed within 48 hours.
There was a day it went off for a short period, we were informed of this well in advance, with an explanation and apology - and sure enough service was quickly restored.
This month I was liable to a cost increase but there hasnt been one - this also helps retain my loyalty.
I see nothing snide or inefficient here in Manchester and am amazed to see several negative reviews when most of the giants routinely lie to and milk their customers.
In my opinion, Hyperoptic have been efficient, honest, transparent and very fair.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-01-06
- Comments
-
Be warned people if you are thinking to choose Hyperoptic as your new Internet/Broadband service provider!
I was with them for 3 months at my old address, now since recently moving, they've said they can't supply my new address. So they have said they will charge me an extortionate £400 exit/cancellation fee! Obviously this is insane and unaffordable.
I have asked around now at most other providers of broadband e.g. Virgin, Sky, BT and they don't charge you an exit fee if they can't supply your new address.
I feel this is totally unfair and they won't even come to a compromise with me, ignoring my emails.
I will take this review down however if they will come to some kind of compromise with me.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-02-07
- Comments
-
LIARS - AVOID AT ALL COSTS. If I could give zero stars I would. Twice booked an installation with them, they confirmed they would be able to install it in my flat and told me they had installed it in my neighbours' flat (I have pictures of messages confirming this), engineer arrived and said it couldn't be installed. One of them is lying. Terrible company. AVOID.
- Location
-
- Location
- Edinburgh
- Reviewing
- Hyperoptic
- Date
- 2020-08-04
- Comments
-
INACTIVE SERVICE two weeks after Installation
[4th August day 12 post-installation] No signs of service activation. It seems like the customer service is trying to calm frustrated customers by making empty promises that they genuinely don't mean to make, while reluctantly liaising with the main culprit i.e. the technical team that lags behind on the technical troubleshooting. I empathise that the customer service staffs for not being able to control what is going on the technical side. But I am still leaving one star because there are apparently serious problems within Hyperoptic that a broadband service remains inactive for almost two weeks after the installation.
[29/7 day 6 post-installation] - Absolutely no improvement has been made so far. While actively keeping me posted, the customer service still pushing the other internal teams to resolve the problem. Rating dropped to 2 stars for the ineffectiveness of the internal team.
[27/7 day 4 post-installation] - [Reply] Thanks for your quick response on here, I am afraid that was what has been promised over the past four days, but absolutely no improvement has been made so far. I haven't received any updates from the advanced technical team to fix the problem.
Received a phone call from the customer service team right after the previous reply. The customer service staff Ognjen is acting professionally and positively. The customer team surely demonstrated effort to track this issue. They mentioned the issue has been cascaded to a specific team that is still trying to come up with the solution. I have raised the rating to 3 stars from 1 star for the customer service for now.
[26/7 day 3 post-installation] - After three days the internet is still inactive. I tried to phone the customer service several time and apparently there weren't much they can do apart from raising it to the advanced technical team which is still MIA up until now.
[23/7 Hyperoptic installation day] - Engineer came to install and claimed that service will be active in 24 hours.
- Location
-
- Location
- Greenwich
- Reviewing
- Hyperoptic
- Date
- 2021-07-29
- Comments
-
Worst customer experience ever! I moved to a new apartment, booked installation works and was given a timeline of 1 week. Then the company said they need to do some works, I was being sent updates that it was delayed by one week, then another one. Now it is one month without Internet at my place and they say they are not sure when installation can be completed. Ridiculous!
- Location
-
- Location
- Cardiff Bay
- Reviewing
- Hyperoptic
- Date
- 2017-10-17
- Comments
-
The first engineer decided to take the most visible route for the cable and drilled a hole 1/3 of the way down a wall to take it into the cupboard - despite having a skirting board available to follow. He also left a mess and didn't even say he had finished. Hyperoptic said they would send a different fitter who didn't turn up and no contact from hyperoptic. Wouldn't touch them with a barge pole!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-07-14
- Comments
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100mb package.
Been connected for just over 2 months.
The promises made:
No more dropping out;
Very fast speeds.
What we got:
Constant drop-outs. And I mean constant. What's caused me to leave this review is the fact -- yet again -- my internet connection has dropped 4 times in the past 5 minutes. This is not a rare occurrence; it happens frequently every day.
The speeds are fine -- does everything I want it to do. Not 'amazed' by the speeds by any means.
Installation was a bit of a shambles.
Customer support aren't able to help to get a stable internet connection.
I left PlusNet as they had a habit of dropping out for long periods of time. Hyperoptic's advertising promised an end to that. But they're just as bad. Scratch that, they're worse. I'm seriously considering paying off my contract and going back to a mainstream provider.
Would not recommend.
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-07-14
- Comments
-
Waited over a month for an installation date only to be told they're waiting for equipment yet all my neighbours are having theirs fitted no problem. Contacted chat and was told they'll be in touch, exactly the same thing they told me on 14th June( it's now 14th July)
- Location
-
- Location
- Liverpool
- Reviewing
- Hyperoptic
- Date
- 2021-11-10
- Comments
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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
- Bromley
- Reviewing
- Hyperoptic
- Date
- 2016-12-18
- Comments
-
Awful and useless customer service. Their speed and reliability is quite good though. But if you need to get in touch with their customer service department, they are pretty much unhelpful and useless.
- Location
-
- Location
- Maidenhead, Berkshire
- Reviewing
- Hyperoptic
- Date
- 2018-08-25
- Comments
-
We have been with Hyperopic for 8 months, and have not had a single problem with the service.
We had so many issues with Sky broadband, from extremely low speeds to consistent connection loss.
We called Hyperoptic after confirmation they are available to our building. The woman we spoke to booked installation for the same day our Sky Broadband would be disconnected, and confirmed there would be no installation fee, as there was an offer online that we just missed, but she was happy to honor it.
Installation went smoothly, and service was up and running perfectly.
We receive emails letting us know when they will do maintenance, but that is during early hours of the morning (5-6).
We are on the 150mb packag, and it has never dropped below that download and upload speed.
I would highly recommend Hyperoptic to anyone who can get it.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-01-28
- Comments
-
Very bad service, I have new contract with them starting on 05 Jan. 2022 and installation should be on 17 Jan. 2022, unfortunately today is 28 Jan and no installation yet, I called many times but they don't know when they will come, as they said they need two engineers with long ladder and they have shortage and sometimes they said need a long cable, before I made a contract with them I asked them if they supply my building with no problems they answer everything is good and we can handle it within one hour but now 12 days waiting for installation and I have to wait more.
I think it is a good sign for me to cancel my contract with them and search for another supplier.
My advice for Hyperoptic company, stop advertising cause you can't handle this kind of business, you are wasting our time and pushing us to be nervous for nothing worth.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-04-20
- Comments
-
Couldn't ask for more! Amazing speed (I have the 1GB option), No downtime for me in the last 6months & was quick and easy to set up l.
Only improvement would be to supply a better router - you can't get the most out of the 1Gb service with the router they supply
- Location
-
- Location
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2017-12-19
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2020-11-10
- Comments
-
I suppose Hyperoptic may provide great service, but I never managed to get past the equipment installation phase. After a three week wait, an engineer came in to instal the equipment. He failed to complete the job on the day and said that Hyperoptic would send someone within two days. A two day delay did not seem not ideal, but was quite acceptable. However, when I called Hyperoptic the next day to enquire about the appointment to complete the installation, I was told that the next available slot was in two weeks. So, effectively, Hyperoptic put me at the end of the queue. Even if my experience is an exception, it still shows the poor quality of customer services at Hyperoptic.
- Location
-
- Location
- Coventry
- Reviewing
- Hyperoptic
- Date
- 2020-05-23
- Comments
-
I made the mistake of simply cancelling the direct debit because it was unclear how to cancel my service with them. They didn't email me to say until the account had racked up two months of unpaid bills. The cancellation process took multiple days of email transactions all whilst I'm paying a pro rata fee for the extra Internet and I had to pay these bills and a £10 reactivation fee just so that I could wait another month to cancel my account (and pay for this month of unused Internet).
- Location
-
- Location
- Portsmouth
- Reviewing
- Hyperoptic
- Date
- 2020-06-05
- Comments
-
contracted with Hyperoptic because the Fibre was already installed within the area of the Flat. The installation man arrived promptly on time and was shown the location where the Hub was to be installed. This location had power, the telephone connection and a CAT 6 cable. The distance from the front door (Where the Fibre was available) to the position of the hub is 4 metres. The installation engineer informed me that he would only install the Hub above the door and that the cables of power, Telephone and Cat 6 wold need to be run around the wall and connected to the Hub. He would not budge from this, and he was informed that the flat had recently been refurbished at much expense and that I did not think that running cables around the wall was in keeping with my requirements. He was informed that the ceiling was dropped with a cavity that could be used for the cables. The engineer was not interested and the installation had to be done his way or not at all.. He informed me that I could get somebody else to hide the cables in the ceiling WE parted company and cancelled the installation, It seems that Hyperoptic do not care for customers wishes - Maybe I have been lucky as the support from Hyperoptic gets a very low score on the reviews.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-12-04
- Comments
-
Awfull company to deal with is mildly said. Make sure you keep an eye on your bank account t as they tend to charge you almost double without telling you. £50 for sin internet seems like I should be getting a caviar with it. £35 for basic package is already a rip off. Customer relations and customer services are terrible to deal with. Uneducated for starters and keep repeating same things. I just cannot wait to get rid of them. I will certainly not pay £50 which they attempted to charge me if I have to I will go to court
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-09-10
- Comments
-
If there is 0 I would award it!!! Sooooo slow… the upload is around 500-800 Kbps which makes opening websites and video conferencing a nightmare!!!! Even on the chipset package you’ll expect a proper online experience. My mobile internet is better..... don’t let me start on the coverage- we have internet only in the room the router is and then the connection is keep on dropping off. Working from home is almost impossible!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2017-09-08
- Comments
-
I would highly recommend that you -*avoid*- this company.
1) I phoned up in July 2017 to book an installation. One was scheduled for two weeks later.
2) The day before installation, I received a confirmation text in the morning. In the evening I received a phone call saying that my installation had been cancelled with no reason given.
3) I phoned up a few days later to ask what the issue was. Apparently there was a dispute between Hyperoptic and the Building Management.
4) A few weeks later the dispute has been resolved and I am asked to rebook the installation. This was scheduled for three weeks later (as no earlier slot was available).
5) Saturday 2nd September 2017: I was told that the engineer would phone 30 minutes before arriving to confirm the appointment. This did not happen, but at least he turned up.
6) The engineer could not turn on the internet because the building management offices were closed (as it was Saturday). Hyperoptic know that the offices are closed on Saturdays because they do installations all the time in my building. Why did they book the installation for a Saturday then?
The engineer said he would phone me back later that day to rearrange.
7) No phone call back. I call Hyperoptic on Sunday - they say they will phone me back.
8) No phone call back. I call Hyperoptic again on Wednesday - they rearrange the engineer to come back on Thursday. I confirm that I will not be in the apartment - Hyperoptic say this is fine.
9) On Thursday I receive two answer phone messages asking if I am in the apartment. After four long phone calls to different people at Hyperoptic it turns out I do need to be in the apartment. An engineer is scheduled for Friday.
At this point I accept that I may never have internet and that Hyperopic has no communication between departments.
10) On Friday, the engineer is meant to come between 9 and 12. At 12 I ring up Hyperoptic asking where the engineer is - they say he will be there in 30 minutes.
At 1pm, I phone up again. They say he will be there soon.
At 1.20pm I receive a phone call saying that the engineer is on his way.
At 1.40pm I receive a phone call saying the engineer is lost.
At 2.20pm the engineer arrives. An apology for the lateness would have been nice at this point.
At 2.26 I am told that the original installation did not work and it will have to be re-done. I am so bored of Hyperoptic by this point.
The only available slot is in 7 days' time.
All I want is some internet.
- Location
-
- Location
- East London
- Reviewing
- Hyperoptic
- Date
- 2021-09-08
- Comments
-
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.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
-
Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2017-07-06
- Comments
-
Rubbish service. I moved into a flat that already had the router and presumably it was a quick get started pack. None of this happened. Router not connecting, several phone calls to check what I had already checked. When I had an engineer coming he only phoned once- I had popped out of the flat and only missed him. When I called him back he was rude and dismissive. Unacceptable. Contract cancelled. Worst service to date having tried different providers.
- Location
-
- Location
- Brum
- Reviewing
- Hyperoptic
- Date
- 2018-12-01
- Comments
-
If you have problems with the connection getting slow after a while, it's probably the router. These things have to do an incredible amount of work (thing of massive Cisco routers in big organizations) and this one is just not up to the task. Not just this one: most of the consumer routers that are around today are rubbish (Netgear being the worst, Asus the best).
So, if it happens to you, try the usual M$ remedy: stop and restart. Don't do it by pulling the plug, though. Connect to your router via its web interface (http: //192.168.1.1), login as Administrator with username=admin and the password you find on the bottom of the box the router came in. Click on "Login", select TOOLS from the top menu, click on "Restart system" on the left and, finally, click on the "Restart system button". Give it 2/3 minutes to restart.
Apart from this, Hyperoptic is top-notch.
- Location
-
- Location
- E14 London
- Reviewing
- Hyperoptic
- Date
- 2020-08-18
- Comments
-
I have been waiting for a router to be delivered to me for over 2 weeks now.
I was told that the router was returned by Royal Mail twice, without anyone knocking on my door because I have been home the whole time.
When I called last week I was told by a customer service agent that an engineer was going to deliver it to my house on Monday, 17 Aug. This didn't happen.
I called again on the 17th, and an agent told me that they were going to check what happened with the engineer & delivery, and I haven't received any feedback on this.
I called again on the 18th to check whats happening, the agent I spoke to told me that it's not possible for an engineer to make deliveries and this can only go through royal mail.
I'm very annoyed at this point because I've been in desperate need of the router since I need internet to do my work with all this working from home.
I don't understand why I would be promised that an engineer was going to deliver if that's not something that the entity does.
I even offered to fetch my router from wherever the company is ordering from, because I know with my situation I cannot keep waiting for all this back and forth.
Can someone make sure that I receive my router as a matter of yesterday, and can agents share information with each other so I wont have to narrate this story every time I call.
I have lost all confidence in all this royal mail story because I specifically asked to fetch the router myself, I dont know why this is an issue.
I cannot keep waiting more weeks for this
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-13
- Comments
-
Absolutely the worst experience I've had with ISP; Both the customer and technical support were poor (their diagnostics completely failed to identify my poor connection speeds), the reliability is hit and miss and the claimed speeds only exist on paper. Overpriced and, because their scope of service is quite limited, you're likely to be hit with a big termination fee if you decide to move house. Stick with the usual suspects (BT, Sky, VM etc.)
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2017-01-16
- 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.
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2023-11-22
- Comments
-
Awful!!! I'm trying to end a contract and it's a nightmare! The want me to charge full year even if I advised I'm leaving in one month!!!!
- Location
-
- Location
- Brighton Marina
- Reviewing
- Hyperoptic
- Date
- 2017-11-08
- Comments
-
Connected at time and date as booked. Neatly done.Worked first time. Wi-fi runs at 76mg consistently
Had a small issue with first invoice. One phone call -sorted. BT watch and learn.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2018-04-05
- Comments
-
Very poor customer service. They have cancelled two appointments. The call centre don’t care. Thought BT were bad but this company has shocking service and appalling attitude.
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-29
- Comments
-
My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.
- Location
-
- Location
- Rotherhithe, London
- Reviewing
- Hyperoptic
- Date
- 2018-03-26
- Comments
-
The installation engineers were forced to lay new cables which they did in parallel with my Sky TV cable. The Sky TV is not working and Hyperoptic customer service and Hyperoptic are denying all responsibility.
Dont use a company that damaged your home and then denies all responsibility
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2021-02-16
- 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
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2021-04-23
- Comments
-
I lost service for 9 weeks, their customer service is a total joke! You raise a ticket, wait 3 days being ignored, then get an email saying they are closing the ticket because of inactivity.
Finally they replied, blaming me which was proven not to be the case. Then they went quiet again
In the end I withheld payment, and got a series of aggressive emails saying they had suspended a non-existent service. Still no resolution, they make BT look good!
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2016-08-11
- Comments
-
really surprised to see such negative comments, but i can only assume it was whilst the company were still getting established. Phone support was great when inquiring about signing up, installation was quick and easy - guy was on time and called the day before to confirm, as well as text around an hour before arrival. Sweeped up his mess without needing to be asked.
I'm only paying for the 100mB speed - get ~50 on average at peak time, 80Mb during the day. You'll never get the full speeds advertised, but soo much better than the other providers available in the area (have had 3 previous, some speeds were as little as 1mB!).
So far so good - hope it continues.
- 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
- 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
- Croydon
- Reviewing
- Hyperoptic
- Date
- 2021-10-17
- Comments
-
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.
- 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
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.