Hyperoptic Broadband Reviews

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.

Recent Customer Ratings for Hyperoptic

  • Satisfaction
    2 stars
  • Customer Service
    2.1 stars
  • Speed
    2.4 stars
  • Reliability
    2.2 stars

Based on 100 customer ratings since 2022-11-14 (Show all time ratings)

Visit Hyperoptic   Read our Hyperoptic buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

322 Customer Reviews over 33 pages

  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am paying £40 for one 1Gbps internet but I never received anything more than 70 Mbps. I have called them for 1 month everyday to tell them the problem everyday.
    I cannot believe a company can provide such a terrible service, act with customers like they are worthless, ignore the clients complaint and still survive. isn't there any authority which can stop them?
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Took them 2 minutes over the phone to upgrade my package to a higher speed one, two months later and I am receiving a fraction of it (50MB vs 1GB).

    I call them/email them multiple times a week, they have not sent an engineer over and have me running in circles. Trying to raise a complaint but the customer service reps won't assist with that either. Unfortunately, can't rate them lower than 0 stars, criminals!
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We signed up, having read reviews about potential the company taking months to dig up the road etc so already we were unsure about them. We call up to get an engineer to see how they will get a connection into the house (couldn't do it online which was a waste of half an hour). An engineer comes out says it shouldn't require digging up the road, you just need to ask your neighbours about attaching some wires to their houses. We do that, the next Engineer comes out, he arrives at 9am when he was booked to come in the pm. He asks us if we have spoken to a totally different set of neighbours and says he has to drill deep holes into their houses for his ladder (yes ladder, considering there they're only going up one floor I've no idea why you need a 5 inch drill into a house), I already know one of the neighbours in the other direction says they don't want any drilling into their home (pretty reasonable request) so I tell them that they've wasted our times. We've spent another £55 with virgin media waiting for them to come and do this work and they've messed us around. We then call up customer services to cancel and get our refund for the initial payment and due to the fact we got a second engineer out we weren't eligible for a refund. They would not listen to anything else we had to say, we asked for someone more senior and supposedly they don't speak with customers. They totally wasted our time and kept the cash. What an embarrassment of a company.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’ve had this service for a year and a bit and it’s been down in that time twice totalling 1 month, the second time I tried to escalate this to get an engineer out quicker as it took a week and a half the first time.

    They said there is nothing they can do but I come to fine there has been an engineer in the building and the one next door that whole week.

    The customer service here is appalling! The engineers are great the people on the phone don’t care as long as the company gets its money they are happy!

    Cancelled my contracted today because they can’t deliver their end of the deal and I still get charged for this!

    Do yourself a favour and go to another company! Truly awful company to deal with.
  • Reviewer
    Location
    Manchester
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service!!! It is taking 6 days to send someone to fix the internet!!! 6 days without internet because of their problem!!
    Their customer service simply say they cannot book anything earlier because they are busy!!
  • Reviewer
    Location
    Glasgow
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up to hyperoptic before Xmas 2023, installation followed in first week after new year.
    It is now 5th Feb and the service has not been activated. The customer service people day it's a problem with the IP address.
    I called them this morning and was assured there would be a response by 1700h (GMT). It is now past that time, and I gave not been contacted regarding the activation of my account.
    I work from home using my computer extensively. I have lost over £100 in wages today!
    Very poor service, broken promises, poor service all round!
    NOT IMPRESSED!
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Tried signing up in September. Offered great initial deal. It is now 2 February and nothing has happened. Called my account manager numerous times with promise to look into it but he never follows up. In meantime my Virgin Media contract expired in November & rolled over to exorbitant no-contract monthly rates, costing me a fortune. Do not trust this company. I’m finally moving on, to G.Network.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customer service.
    Asked for my direct debit details to be changed 3 weeks ago (my online account was assigned to my previous account so I couldn’t change them) and they never bothered to even reply to me all this time.
    They have THREATENED to suspend my services since yesterday (suddenly they are becoming very responsive!) and yet they are ignoring my complaints and keep threatening me when THEY are at fault!
    Incompetent company & customer service.
    Stay away from them!
  • Reviewer
    Location
    Sheffield
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Service was exactly what was promised and I really wanted to stay with them, until my fix finished and the price basically doubled. I said "send me your best price and I may stay", and they improved the offer only slightly. After I signed up with someone else and cancelled, magically they can do me a better deal. I'm sick of playing games.
  • Reviewer
    Location
    London
    Reviewing
    Hyperoptic
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    I signed up in August (paid £194). It's now mid December and I'm still waiting for fibre optic broadband! Meanwhile I've had months of STRESS, FALSE PROMISES and WASTED TIME... Phonecalls to customer services that last hours (mostly waiting), invisible engineers, cancelled engineers, countless wrong messages, “problems” that need fixing etc. Even emails cancelling appointments that have already happened!? I am still waiting for activation. Hyperoptic is driving me crazy. After reading the reviews here, I realise I am not alone. Thankfully I didn't deactivate my old copper cable provider contract. I'm going to cancel Hyperoptic ASAP. It'll be interesting to see if I get my £194 back despite the lack of service provided.

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.