If you’re thinking of signing up with Hyperoptic — don’t. They charge premium prices for speeds they can’t deliver, ignore their own guarantees, and treat customers appallingly when problems arise. We’ve been dealing with Hyperoptic for over 2 months because we’re moving house — to a London borough just 30 minutes away that they don’t even cover. We were shocked to discover this, and even more shocked when they demanded a £646 “termination fee” despite the fact that their own T&Cs clearly state that if they cannot provide the guaranteed minimum speeds, they are supposed to waive such fees. Well — they didn’t provide the guaranteed speeds. Not even close. We sent countless speed test results and photos clearly showing our connection was well below even the minimum guaranteed level (not even meeting their lower-tier packages), and it took weeks just to get a replacement router. That router made things worse. After more evidence and emails, they waited another 5 days to bother calling us — and the agent didn’t even look at the evidence we sent, dismissing our situation because there were “a lot of emails.” When they finally sent an engineer (weeks too late), he confirmed our speeds did not meet the guarantee. That alone should have been enough for them to waive the fee — as their own terms say — yet they continued to stonewall us. Instead of fixing anything, they’ve wasted countless hours of our time, left us sitting in cupboards at night trying to plug into the wall just to get any connection, and caused an enormous amount of stress at what should have been an exciting time moving home. Let’s be clear: 🚫 Their service didn’t meet the guaranteed speeds they advertise. 🚫 Their T&Cs say termination fees can be waived in that situation — yet they refused. 🚫 Customer service was dismissive, unhelpful, and slow at every stage. 🚫 They ignored evidence and failed to provide timely fixes. 🚫 We even returned their routers, yet they still refuse to do the right thing. We know they can afford to treat customers better — their staff dinners on LinkedIn look lovely — but apparently fairness and decency aren’t part of the budget. We’ve told everyone we know to avoid Hyperoptic and will make sure the next occupants of our flat know too. You’ve lost two customers — and many more once people hear this story.