313 Customer Reviews over 8 pages
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- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-06-15
- Comments
-
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
-
- 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
-
- 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
-
- Location
- Uk
- Reviewing
- Hyperoptic
- Date
- 2023-05-25
- Comments
-
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
-
- 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
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-03-17
- 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.
- Location
-
- 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
-
- 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
-
- 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
-
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
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2023-01-30
- Comments
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Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far.
Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that
- Location
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- Location
- eh4 8GJ
- Reviewing
- Hyperoptic
- Date
- 2022-12-12
- Comments
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We dont have connect from 4 days and we are talking to the customer service and they are saying they dont know when this will be resolved as well. we lost our work for 4 days and they are asking for cancellation fee when we asked to disconnect the connection as well. not sure how to resolve this. please be far way from this service provider
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-12-07
- Comments
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I am very disappointed from your service.
They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition.
Thank you for nothing, this is how you treat your customers
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-12-01
- Comments
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I have been with Hyperoptic for over 24 months now. I am on their fastest speed 1TB. However, the router provided has very weak wi-fi signal so I rarely get half of that speed even when I am right next to the router. My main problem with Hyperoptic is their non-existent customer service and overly aggressive sales practices. A few weeks before your contract is due to expire they usually call you and offer you a price that is usually worse than what is offered to new customers but for convenience I usually just go ahead and renew. Last time this happened Hyperoptic offered a wi-fi extender that is supposed to improve wi-fi signal. This thing makes the wi-signal worse! It is simply impossible to connect to Hyperotic support team to try to resolve the issue. After weeks of trying to call and sending them emails and receiving no response, I will be raising the matter with the regulators and see where this lands. Terrible experience
- Location
-
- Location
- Chelmsford
- Reviewing
- Hyperoptic
- Date
- 2022-11-30
- Location
-
- Location
- Uk
- Reviewing
- Hyperoptic
- Date
- 2022-11-27
- Comments
-
One month into our new property and still no working internet. The customer service has been the worst I have ever experienced. Even after raising a formal complaint all we got was a generic response and then an email saying they have no update for us. I've had to phone up myself (waiting on hold for at least 20 minutes) each time to get any insight into what is going on and even then was told they are still trying to get information for another engineer to come out with no time scale on how long that might be. And supposedly they have an automatic compensation scheme which we are entitled to, but had even less luck getting anywhere with that! Hyper optic seem to be one of those companies that it's all fine until something goes wrong and then they are completely useless!! Avoid unless you want to take your chances!
- Location
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- Location
- Penicuik
- Reviewing
- Hyperoptic
- Date
- 2022-10-22
- Comments
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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…
- Location
-
- Location
- Manchester
- Reviewing
- Hyperoptic
- Date
- 2022-10-12
- Comments
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I will never ever sign-up for this company again. I moved my house and requested the hyperopic company to move my broadband also but the company refused to provide me service in my new rented house and asked me to terminate the contract, I never requested to terminate my contract, it is the company who advised me to terminate the contract because they were unable to provide me service into a new house and they imposed £450 termination fees. I requested them multiple times that I do not want to terminate the contract but I did not get any positive response from their service center. I can not afford to pay £450 termination fees so I am still paying £20 a month to continue my contract even though I am not using the broadband anymore and I have moved house. I will not recommend to those who are on rent, to get a contract of hyperoptic, you will be stuck if you move your house and you have to pay too many termination fees.
- Location
-
- Location
- Brighton
- Reviewing
- Hyperoptic
- Date
- 2022-09-26
- Comments
-
The worst customer service. I applied for internet with them 2 weeks ago and I'm still waiting to receive the router. I email them frequently to ask for updates and get no response. I have called twice and both times they have told me the router will be with me in 1 to 2 days. And yet I am still waiting and no one seems to be able to help me. I work from home and have not been able to work during this time, resulting in a significant loss of income. My reason for choosing hyperoptic in the first place is that my flat is already set up for them. I think I will now give up and change to BT.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-23
- Comments
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They supply faulty routers and have absolutely no customer service. Avoid.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-09-21
- Comments
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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
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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
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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
-
- 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
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-08
- Comments
-
Today is 3rd day since the internet is not working. Tried calling customer care guys dozen times and every time they say engineers are out and engineers are out. When asked what is the issue they say we don't have technical details neither they have any ETA when it will be resolved. I am getting a feel customer care executives are just given a script to read when customers call. Extremely frustrated as I am not able to do my office work. I am not going to continue Hyperoptics for the pathetic customer care service they have given as my contract is suppose to renew next month.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-07-07
- Comments
-
Useless. Cancelled installation 3x with no notice. Just did not show. Then give you new slot 4 weeks away then cancel that. On hold for 45 mins and more. The worst service. Do not get.
- Location
-
- Location
- nottingham
- Reviewing
- Hyperoptic
- Date
- 2022-06-30
- Comments
-
i have had hyperoptic for some time now and have to say how reliable they have been. there has been no disruption to service and quick to answer when contacted. easy to give top marks and hope for them to keep it up from a very happy customer
- Location
-
- Location
- Horga
- Reviewing
- Hyperoptic
- Date
- 2022-06-18
- Comments
-
Utterly disgusting, waited over 10 days for Internet to be activated, had 7 day Internet, been over 7 days now since no service. Clueless team, firstly they said it has nothing to do with the Newtwork an ingineer will come over , waited 4 day the inginer came and said its got to do with the network as the IP was changed. Completely unsatisfied, I'll definitely cancel my contract before the end of cooling period .
- Location
-
- Location
- Reviewing
- Hyperoptic
- Date
- 2022-05-30
- Comments
-
I would like to give an overall rating of 0.25 for the pathetic service hyperoptic provides. I took the subscription on 15th of May 2022 and it took them 3 days to activate the service ( my flt already had an existing connection+router) and they did a scheduled maintanence one day from 9AM to 1Pm and somehow their engineer had did a blunder that they couldnt reboot my network that entire day. And their technical team keeps my call on hold for around 50 mins to attend the call. ********* experience i had with this provider
- Location
-
- Location
- Glasgow
- Reviewing
- Hyperoptic
- Date
- 2022-05-28
- Comments
-
The best home broadband service that I have ever experienced! Their customers service is easily accessible and their price is fixed throughout the contract! I have been with them for more than three years now and never come across a single problem!
- Location
-
- Location
- manchester
- Reviewing
- Hyperoptic
- Date
- 2022-05-18
- Comments
-
two months after order, internet not live, this company should not be used by anyone, customer service were very unhelpful, please do not deal with
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-05-18
- Comments
-
Hyperoptic hides the fact that they share your IP. Most Internet providers do not do that, because it creates a wealth of insolvable problems for the end-user. When confronted with this hidden sabotage, hyperoptic demands an extra 5 pounds monthly to stop sharing your IP and thus bring you to a similar setup as what most other Internet providers obviously do for free. This is extortion.
- Location
-
- Location
- London
- Reviewing
- Hyperoptic
- Date
- 2022-05-12
- Comments
-
First it took 2 months to get an installation booked as they changed their mind about 5 times whether or not they could install in our area. Once it was booked they did a no show, with no warning or notification why. After chasing up we had to book another appointment for a month later ( they had no earlier slots). 3 weeks later I called to double check as we hadn’t received an email and they said there is no installation booked, despite them booking it over the phone. Completely useless incompetent company, I am
Actually wondering if this company exists or is it a massive scam??? 3 months without wifi and counting. Off the roof data bills with our phone usage. Reported to ofcom.
- 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.