I switched to Hyperoptic from Virgin Media, a decision I now deeply regret. The process was a cascade of failures: Incompetent Survey: Engineers completed work outside my flat, assuring me all was well. Days later, installation technicians arrived, took one look, and declared the building "too high" and the cabling route "unsuitable." This basic failure of initial assessment is gross incompetence. Left Without a Vital Utility: Acting on Hyperoptic's confirmed installation date, I cancelled my Virgin Media service. Hyperoptic then cancelled my order, leaving me with no internet for over a week as I work from home. Heartless Customer Service: When I sought compensation for the Virgin Media cancellation fee I incurred and mobile data costs, their complaints team refused. They hide behind technicalities, stating I didn't use a specific "One Touch Switch" process and that their compensation scheme only kicks in after a 10-day delay—conveniently avoiding responsibility by cancelling after 4 days. Their "goodwill gesture" of a free month if I ever use them again is an insult. They admit fault in their internal reports ("wrongfully marked site") but refuse to take financial responsibility for the real-world costs and immense disruption they caused. Do not trust this company with your internet service. Their operational failure is matched only by their unwillingness to stand by their customers. The immense stress and financial cost I've endured is a direct result of their incompetence.