Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.15

1.2 Rating 124 Reviews

3 %

of reviewers recommend Hyperoptic

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1.2

Based on 124 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Avg Email Response Time	51.86 minutes

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Hyperoptic 1 star review on 3rd April 2025

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Hyperoptic 1 star review on 31st July 2023

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Hyperoptic 1 star review on 25th July 2022

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Anonymous // 01/01/2019

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“Worst customer service I've ever experienced. STILL CHARGING ME AFTER I CANCELLED. No replies from customer service.”

Helpful Report

Posted 1 day ago

“Customer service does nothing to establish connection if any difficulties in installation. They do not care about even new people who want to get their internet. Such a poor attitude.”

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Posted 4 days ago

“I have been with them for 3 years the first year was great but the last 2 years have been absolute terrible the service always losing connection and very slow these days”

Helpful Report

Posted 6 days ago

“I’ve been a Hyperoptic customer for 7 years and I genuinely regret giving them my loyalty for so long. A recent planned maintenance caused a major disruption that extended well beyond the communicated timeframe and seriously affected my work. But what was even more frustrating was the way the whole situation was handled. My concerns were either brushed aside or met with vague templated replies that showed no real understanding of the impact. It wasn’t until I escalated the issue and insisted on proper handling that someone finally responded with some form of ownership, but by then the damage was done. Their resolution? A one-month refund as a gesture of goodwill. After 7 years of being a paying customer, that’s what my time and frustration were worth to them. This entire experience has shown that when things go wrong, Hyperoptic simply doesn’t know how to treat its customers. I’ve made the decision not to renew my contract and am already looking at alternative providers. Good speed means nothing when the customer service behind it is this poor. I won’t be recommending Hyperoptic to anyone.”

Helpful Report

Posted 1 week ago

“I've been without broadband service for two hours. Tried contacting support, only to be greeted with: "You are in position 264. Your estimated wait time is less than 3 minutes." 22 minutes later, I'm still waiting—now in position 108. Who on earth designs these "efficient" systems to mislead customers like this? Pity there isn't a -10 star rating”

Helpful Report

Posted 1 month ago

“I recently moved to the UK and signed up for a 2-year internet package with Hyperoptic, which included 3 free months. After placing the order online, I never received any email outlining the cancellation terms or conditions. Unfortunately, after 4 months, my company closed, and I lost my right to work in the UK, forcing me to leave the country. I reached out to Hyperoptic to explain the situation and request a cancellation. To my shock, I was informed that I needed to pay £765, even after a 20% discount. This was incredibly surprising, as I was completely unaware of such steep cancellation fees. I asked for a copy of the original order where these terms were specified, as I had not received any prior communication about them. Despite providing proof from my email inbox that I had not received any relevant documents, I was later directed to fine print buried at the bottom of the website – something that was extremely hard to find. I offered to pay for the 3 free months, considering I had already used the service, but this was outright rejected. To this day, it remains unclear what exactly I was being charged for. The entire experience left me feeling scammed, as in no other country have I encountered such opaque and unreasonable practices. I would strongly advise anyone considering Hyperoptic to be extremely cautious and thoroughly search for the hidden terms before signing up. This situation has been both stressful and disappointing, especially during an already difficult time.”

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Posted 2 months ago

“I wrote to Hyperoptic twice this morning, complaining that my inbox is being spammed by their support team. I've had about 50-60 emails in the last 12 hours, about planned maintenance. The support team aren't listening to me and are just replying with a generic email like the below. WHEN ARE YOU GOING TO START LISTENING TO YOUR CUSTOMERS???? Their reply: Dear Martin, Thank you for letting us know. We're sorry about any inconvenience caused. Please keep in mind that this planned maintenance is to ensure the longterm stability of our network, and improve our services going forward, giving a better experience to you and all customers in the area. The scheduling of these maintenances is influenced by a variety of factors. It is a matter of not just Hyperoptic's availability and resources, but also permits, third-party contractors, civils work that needs to be done. As such, this is meticulously planned out several weeks in advance.  As such we do want to keep you informed, rest assured that the emails should cease once the maintenance has been completed.”

Helpful Report

Posted 2 months ago

“If like me – you will only discover how poor Hyperoptic are - when you have to deal with them with an issue/problem. Their customer services are polite, but are so rigid and stubborn with their process scripts, you will often find they are just no help at all. You may just as well speak with an android or AI. In addition – you have to wait 30 mins or so to speak with customer services, then you are placed in a further queue for technical support. I had problems last year over a loss of service, which took over 2 weeks to be fixed. We have no Openreach fibre, so I am forced to have Hyperoptic as my ISP. I requested an upgrade from their fast package to superfast. I don’t believe my upgrade service was ever provisioned, as speeds stagnate with my basic package, however, in true Hyperoptic style, from my experience the problem is always at my end, and never Hyperoptic’s issue. Their expectation is on me to do countless testing, both wired and wireless, provide details of my speedtest they want details of computer memory, RAM and CPU, complete ridiculous behavior for a layman. As a customer to request an upgrade should involve a seamless service upgrade, the very least a technician appointment to provision, and not to have all the hassle this past month, with no signs of progress.”

Helpful Report

Posted 2 months ago

“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.”

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Posted 2 months ago

“Constant outages. Had full days of outages on numerous occasions. Customer service could care less and terminate calls on more than one occasion. Don’t bother you’ll be disappointed and inconvenienced if you need your internet to work from home or anything and there’s always an engineer needing to come out but yet no permanent fix for the outages.”

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Posted 2 months ago

“I am an Hyperoptic customer and I have been without internet for over a month now because my cables were vantalized. I have been trying to get some feedback when the line will be reinstate for weeks now. Terrible”

Helpful Report

Posted 2 months ago

“Would NOT recommend - Still no internet after 3 weeks. The most horrific service and customer service I have ever experienced. I have been without internet for 22 days now. I have spend over an hour each day speaking to them with no one able to help, escalate the issue, put me through to the departments supposedly dealing with my issue. They deleted my account, asked me to set up a new one, took all of my bank details and told me everything was up and running. When I returned home from work the issue was in fact not resolved and I went yet another week with no internet. Today I phoned and the gentleman on the call said they had deactivated my account, no one has reached out to tell me that or provide an update, when I then expressed my frustration and concerns and asked him to provide me with more details he hung up on me, despite me having to wait on hold for over 30 minutes to even put through. It's so frustrating and upsetting, Iv not been able to work from home, my ring door bell hasn't been able to work, cant watch smart TV or even have music as no WIFI. It's been horrendous, and after 3 official complaints not a single member of the team has reached out to me to discuss the issues. so After 22 days still no internet. It's a disgrace.”

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Posted 3 months ago

“Broadband never worked.Sam engineer came to install router.He had problems with it and contacted his centre.He managed to get it working for 10 mins then left.Telephoned him and was told to wait 30 mins for it to connect.Gave it 1 hour nothing.Rang him again no answer.Rang customer services who said broadband was working!!! Cancelled contract and reverted back to Talktalk.More expensive but it works.Cant even get a return package for the router online there system isn't working!Make your own mind up about this company!”

Helpful Report

Posted 3 months ago

“Impossible to book an installation. Website for bookings down since 2 weeks and not getting fix. They do not respond to emails, and are pretty unreachable on the phone. You can wait one hour on the phone to then have your call disconnected and no one calling you back. The most awful customer service I have ever seen. Although Three is pretty bad as well, but I would say Hyperoptic is definitely worse. The problem is all internet providers in the UK seem to have agreements between to keep their services extermely poor and save on costs. So, ironically while this is London one of the first cities in the world, it's impossible to get a decent internet connection no matter which provider you chose.”

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Posted 3 months ago

“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.”

Helpful Report

Posted 3 months ago

“Ongoing issues since day one. Buggy connection, drop outs, unstable. Multiple calls to tech support each over an hour. Clearly a problem they don't want to admit to, but they won't make it easy to leave. Highly unprofessional - stay away and don't be tempted by claims of higher speeds and cheaper monthly service.”

Helpful Report

Posted 4 months ago

“I am beyond frustrated with the WiFi service I’ve been receiving. I’ve had no working WiFi since it was installed on Friday, and it’s now MONDAY!. I’ve called multiple times, only to be given generic troubleshooting steps that don’t help at all. My job depends on having a reliable internet connection, and I am literally losing income because of this. It’s incredibly inconvenient and unprofessional to go days without a working connection, especially when this is a service I’m paying for. I’ve lost valuable time trying to get this resolved, and the lack of urgency from customer support is maddening. I would NOT recommend this service to anyone looking for reliable internet. Resolve this now. I also want an upgrade Account number - 000001095531”

Helpful Report

Posted 4 months ago

“Customer Service, communication is non existent. At first all was 100% with contact.. now waiting on hold for over an hour is standard, only to be cut off. Emails remain unanswered Text updates are again non existent. Wake up Hyperoptic.. Respect your customers.”

Helpful Report

Posted 4 months ago

“Worst provider there is!!!! Hyperoptic. You really are the worst provider!! And I wouldn’t use those term provider. 7 weeks, nothing but problems and no internet. Ridiculous amount of calls, 3 broadband routers, being left on hold by your RIDICULOUS customer service team for an hour. Then having the next one laugh about it!!! Hours and hours of my time wasted! And you expect me to pay you for the pleasure!!! You try and speak to the “team” and when you tell them how unhappy you are they put the phone down!!! Joke of a service!! STAY AWAY FROM THESE PEOPLE!!!!”

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Posted 4 months ago

“A disgusting unethical company. I have previously been with this company for over 5 years but had to relocate to an area which they do not service. I had the same experience as a previous post with regard to an early termination fee. I stupidly agreed to a 24 month contract to "upgrade" from 50 mb to 100 mb, a speed which was rarely achieved. I am having to terminate the contract about 5 months early but they are requesting a £150 early termination fee. This is a sickening and disgusting way to treat a loyal customer. I am a pensioner on a fixed income and being asked to pay this penalty which no other provider of services (including the David Lloyd gym who have been great) has asked for. I emailed the CEO a month ago about the unfairness of this clause, but haven't had the courtesy of a reply. What a gross, typical example of unethical, corporate greed. Please avoid this company. There are much fairer ones out there.”

Helpful Report

Posted 4 months ago

Hyperoptic is rated 1.2 based on 124 reviews