Hyperoptic Home Broadband Reviews

Comments:

I've been a Hyperoptic Customer for the last 18 months and have had great broadband since then. However I find it outrageous that when you need to move house and no longer require service (and they do not provide service in so many locations in london, so I cannot transfer my service elsewhere) then they charge the full remaining contract value for a service I will be unable to use. 400 bucks to pay out for something I wont be able to use and for which they will be giving me nothing in return. Fun. Read your contracts folks.

Comments:

When I tell you this is the most incompetent company I have ever worked with. 1 month I was without wifi whilst they promised me time and time again our installation was booked and time and time again they failed to turn up and then promise it was booked in on the next date we chose. I spoke to multiple people who each time had no clue was was going on, it appears no team speaks to another. When I asked reasonable questions like "why is there a delay and why am I being lied to" it was always the same "I don't know". I have never written a review for something but for these incompetent people I will and I will write a review on ever website I can to make sure they loose as much service as possible. Avoid AT ALL COSTS! I even raised a complaint with them and it has been over 10 day and still nothing. They don't care

Comments:

Signed up for 1Gb package on 24-Jan. Got installation booked for 29-Jan. Installation failed so got booked an Advanced Team visit for 10-Feb when the guy walked off the job without doing anything. Second visit booked for 24-Feb and this time nobody even showed up. Nearly one month later I still don’t have a working broadband, no ETA for when it might be finally live, support cannot escalate the case to anyone with higher authority so I’m told to continue waiting. In the meantime, my old broadband provider now terminated my connection as it’s been a month and I’m having to spend money on temporary mobile broadband solution to keep my property connected. If you’re considering joining Hyperoptic, then be mindful of my ongoing experience. Official complaint filed CS0207573 - awaiting response.

Comments:

Please stay clear of Hyperoptic. The "salesperson" sold me 1gb fibre which turned out to be 60-70mbps when it is up at all. The installer put the router into the easiest place for him - the least helpful place for me and for connectivity. "Customer Service" sold me an add-on "Total Wifi" which added another £60 per year to the cost. This thing is not only ugly and a trip hazard but also completely pointless. The grumpy "customer service" offers "What do you want me to do?" as their only support. If you need to go with Hyperoptic at least do not fall for the "Total Wifi" scam.

Comments:

I only pay £9 per month, great value for the speed.

Comments:

Perfectly good fast wifi but pricing changes every year are quite inconsistent. Customer service is reliable. Overall pleased although for fibre optic, I don't think I have an option for another provider in my area.

Comments:

The Internet speed is fantastic and the price is pretty competitive. However the 24/7 support do not respond for many weeks, the router has many simple features removed from it and they were unable to give me a usable static IP address, even though I have been paying for it for for 5 months. I've advised others in my building not to migrate to Hyperoptic as the support is criminally poor.

Comments:

Super fast internet, super rare to have any downtime, no complaints!

Comments:

Before I opened the account, I called the customer service and asked whether if a new tenant comes I can transfer my account to them or somewhat stop my account because if not I can ask them to pay wifi directly under my account instead until the contract ends. However, since their team told me that is ok, as long as new tenants sign up their company. In may 2024, I called to start planning to stop the wifi and tenant move in and apply their own, when I called the customer service said because need 1 month notice, need to be exactly started on 23 July to activate the service by new tenant, firstly I know it is tricky to tell tenant exactly activate on that day, so we both marked the calendar to remind each other and he surely aware there will be potentially cost if he didn't. On 23 July it was him who texted me and said that the service has been activated. For safety on 24 July I have called hyperoptic to ensure all has been done and no penalty, their customer service has confirmed on 23 July has been activated and there is no penalty generated. All is fine until recently I checked direct debit and tried to debit £500 from my account and keep receiving sms, I cannot see from my account the bills any more because the account has been closed. Therefore I called several times to try to understand what went wrong. Yesterday their customer service lied that the activation date of the new tenant was on 29th July. I double checked with the tenant again and he confirmed again it was 23 July he activated. As I also called and checked on 24 July with their team that it was! It is a complete nightmare and awful that this company lies in order to charge more. Firstly it is troublesome that their company has to ask the new tenant to activate on the exact date in order not to generate any penalty, the most evil part is even if they do, hyperoptic is still charging the penalty by lying they haven't ! I called to check on the next day 24 July and confirmed that was done ! Now how can they say it wasn't and lie said the tenant decided to activate on 29 July? How can the tenant change the date after activated on 23 July? Does it make any sense? hyperoptic is so evil I will not recommend anyone use their service.

Comments:

The worst company I have had to deal with. Only signed up because I was told I could have internet by the end of the month. Then once I signed up they went silent. Took three months to get internet. Working from home etc a misery. Dreadful customer service. Don't respond to online customer service tickets. Don't offer information on the phone. Turn up without warning. Offer compensation then don't provide it. The whole thing has been awful.

Comments:

Customer service levels are about as low as it can get. They fob you off for week after week, and still fail to do the minimum. I am owed £50 for the referral of a friend from March. I am about to report to Ofcom.

Comments:

Possibly the worst UK service provider. I had two experiences in the last two years. Both ended up with me cancelling my order as they left me in the dark not knowing what was happening. Possibly the worst managed service desk. Their UK team lives on another planet. Whilst the team in Serbia are friendly and try to be helpful, the team in UK don’t give a glance to issues that are escalated to them. They are either not available, don’t have a clue, or simply don’t care. A request for a connection has not been responded to since 27th February 2024. Why advertise a service, why send a marketing representative to all the houses in a neighbourhood, why post flyers in all the houses if you can’t provide the service advertised? 2 complaints have been ignored. Days spent waiting for an engineer visit are treated as “your loss” even an email threatening to take the complaint to communication ombudsman and Ofcom have failed to evoke a response or acknowledgement. If you don’t have a pre installed connection at your place avoid them like a plague. I ended up cancelling my order I will never again place an order or recommend HyperOptic to anyone.

Comments:

Do not waste your time with this useless provider. I had the following experience in a flat with Hyperoptic's own line already installed: 1) No progress whatsoever in activating my connection after eleven days (not an unacceptable time to wait, EXCEPT if you first promise it will be done in two days) 2) Total lack of response to repeated support requests (despite promising a 24/7 support service) 3) No attempt to provide any explanation as to the cause of the delay, or how long it would last This is not funny for hybrid workers; nor anyone who uses the internet to stay in touch with or entertain friends and family.

Comments:

Hyperoptic are good, until you have a technical problem. At that point they are WOEFULLY incompetent. It took them over 4 months of refusing to send anyone to the exchange, wasting my time with repeating the same in-house measures, re-replacing the same routers despite me, the engineers ALL knowing the issue resided outside my flat. Even after this escalation, unfortunately, their "specialist team" still haven't fixed my constant intermittent connection/syncing issues. I had 9 months of solid performance without a single issue. I haven't had a day in the last 4-5 months without multiple disconnections now. All my programs, multiple PCs, and on phone wirelessly, disconnect, windows shows as "no internet" all while their own USELESS hardware still says everything is connected, all green lights. Only ISP i've ever been with whose own equipment can't tell when it is or isn't connected. I hear now as well that there may be peak-time throttling going on, which is unacceptable from a gigabit broadband provider. Honestly, if ANY other provider in your are offers gigabit, or close to it, don't go with hyperoptic.

Comments:

They were awful. The service they provided was unsatisfactory. I paid an additional 6 months of internet after moving home. They closed my account and confirmed the service ended and then two years later sent me a bill of £70 then referred me to a debt collection agency. When I spoke to them on the phone, they admitted that no one had contacted me in over a year but was nonchalant about the whole thing and told me to make the payment. I would not recommend them at all. Not unless you want to be treated badly.

Comments:

Applied for service in January - umpteen surveys later they claim they can’t supply. No tangible reasons given, despite the fact that I’m no more than 10 metres from a Hyperoptix vent, with easy block paving between me and it. Customer service are comprehensively useless and just treat me like a fool, so I will need to escalate to the CEO, Dana Tobak. They need to be regulated - cherry picking houses in a tightly knit neighbourhood is completely unacceptable.

Comments:

Avoid this company at all costs. The worst customer service I have encountered in 40 years in the UK! A complete bunch of thieving cheats..misrepresenting their broadband speeds and contracts. Stand up to them, Use Ofcam rules to terminate their services if down for 2 business days. Fight all termination charges. Use UK Legislative to hold them to account. Eastern European owners and staff but registered in the UK.

Comments:

Worst company ever. Over 14 days of my connection dropping constantly - support ticket raised 14 days ago. I have to go to a cafe and waste money all day to be able to work 'from home' as I cannot have any online meetings. Unable to watch a move without having 20 seconds to have the connection restarted every couple of minutes. Support and customer service keep ignoring me and refusing to send a new router. Hoping the Ombudsman forces them to care about their customers. Avoid at all costs.

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?

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!