I’ve been a Hyperoptic customer for years, and after this experience, I won’t be for much longer. I recently discovered I’ve been paying £67/month for a broadband package now advertised at £46/month at my address. That’s a huge difference, and I’ve been overpaying for more than six months — quietly moved onto a higher price with no real effort to help or adjust. They’ll point out that they sent an email in January — but that doesn’t justify charging £21/month more than their current rolling monthly price. They told me the higher rate is because I’m “out of contract,” but that’s misleading — I’m on their monthly rolling plan, and that’s now £46/month. So why was I still paying £67? When I asked them on the phone, the first customer rep I spoke just said: "I don't know why". To make matters worse, I’ve also been charged for their “Total Reach” add-on — designed for large homes. I live in a small flat. No one ever explained what it was, and I’ve likely been paying for it for years without needing it. When I then got to the second customer service rep, I was told I don’t qualify for the £46/month deal — even if I cancel and rejoin — just because I’m an existing customer. That’s outrageous. So they reward new customers and penalise loyal ones. There’s no complaints phone line, their website has no clear complaints process, and when I finally got through, the second rep I spoke to (Sasha) was argumentative, rude and completely unapologetic. Hyperoptic love to market themselves as fair and customer-focused, but in reality, they’re just quietly exploiting loyal customers and hiding behind vague policies and scripted excuses.