Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.19

1.2 Rating 122 Reviews

4 %

of reviewers recommend Hyperoptic

Company Reviews

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Metrics

1.2

Based on 122 reviews

Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Avg Email Response Time	51.86 minutes

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Hyperoptic 1 star review on 31st July 2023

Anonymous

Hyperoptic 1 star review on 25th July 2022

Anonymous

Anonymous // 01/01/2019

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“Didn’t receive the voucher I was promised and when I tried to ask for it they said they had emailed it I asked for the email they said that they can’t resend it”

Helpful Report

Posted 2 weeks ago

“Last year I got offered an unbelievable deal that I could not refuse. Just before christmas I got offered free internet for a year. It sounded too good to be true. I must clarify that I don't normally fall victim of scams; but my internet contract at the time with another internet provider was coming to an end and I took the chance. They told me that the next step was to obtain permission from the other freeholders so that they could install the equipment and connect me as soon as possible. As this was just before the christmas break, I had to rush to get this done so that I could get connected soon in the new year. The new year arrived, and with everything in place, I requested a date for the installation. Dates were not given and I only got vague answers. Since my internet contract with my other provider was coming to an end, I had no choice but to cancel everything with Hyperoptic and look elsewhere. However, a month ago, almost a year later, I came back home to find that Hyperoptic contractors were installing the equipment outside of my property. An ugly gray box and several meters of cables were installed without my permission. They didn't even knock on the door. They just turned up, put up ladders, and installed everything. I have now complained numerous times. The complaint is handled by a large number of customer service representatives. The last one told me that they hire contractors to install but not to remove. I told them that was not my problem and that the equipment needed to be removed. I'm still going around in circles and equipment has not been removed. I experienced misleading sales practices and a failure to honor cancellation. I warn everybody to stay away from Hyperoptic.”

Helpful Report

Posted 3 weeks ago

“Terrible customer service with getting bills at different times of the month with different amounts despite speaking to them for months to try to get it resolved”

Helpful Report

Posted 1 month ago

“We had been with Hyperoptic for just over a year and it was rock solid - no downtimes. But we upgraded our package on 18th September, and since then we have had constant issues. Regular outages with various red errors on our modem and router, leading to no internet. We have a support ticket open for almost a month and have had zero (real) replies to it. A Hyperoptic staff member from Reddit replied to me and said they had tried something, but right now we have yet another internet outage (15 minutes and counting). Hyperoptic almost seem like a nonexistent company (from a customer service perspective).”

Helpful Report

Posted 1 month ago

“Do not use this company - they are thieves. They have really poor customer service and insist that you have not paid bills that you have paid, deciding (out of the blue) to reopen accounts that were settled and closed 6 months previously.”

Helpful Report

Posted 1 month ago

“I experienced dishonest and decisive behavior from the prestigious broadband company, Hyperoptic. After I moved houses, I informed them of my situation and agreed to pay a mid-agreement loss. One of the customer service representatives offered me a three-installment payment plan in early August. This arrangement was made in a recorded call after her manager's approval. She informed me that I could pay £132 in three installments - the first in late August, the second in late September, and the last in October. I made the first two payments, but in early October, I received a call from a recovery company demanding the remaining balance. This was shocking to me, as I was willing and already in the process of paying. They treated me as if I was a dishonest customer and were very poor in their management. Their system failed to keep their words. This call caused me stress and damaged my goodwill, despite the fact that I had already made two payments. I immediately paid the remaining amount, feeling heartbroken that they considered me a thief or dishonest person. Be cautious when dealing with them, as they may not honor their commitments and come after you later.”

Helpful Report

Posted 2 months ago

“When it works, it's great! It's a shame that when it comes to peak time useage, especially in apartment buildings, Hyperoptic does not work. I've no idea why this year, four years ago they had the best speed, service and reliablity. Now? As soon as it hits 5pm - it's like my internet is being throttled. Every page load is tedious. Even with Wifi Speeds of 300mbs - it's a miricle if my ping on video game servers is less than 400ms. Raised tonnes of tickets. Done tonnes of diagnostics. They simply won't accept fault. Would not be suprised if their record losses as a company have anything to do with their service falling off a cliff.”

Helpful Report

Posted 2 months ago

“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.”

Helpful Report

Posted 2 months ago

“We are now still waiting for a fourth appointment for a technician to come and connect our internet after the last three apointments no showed. Customer service is not helpful. Their own staff told us they are over run and cannot keep up, their staff told us we would be better off looking at other providers as they could not guarantee any timeframe for actually getting connected after waiting for weeks. So, we have now left for someone else.”

Helpful Report

Posted 2 months ago

“6 times in the last 3 months they’ve taken my internet down for the whole area. It used to be annoying and lose me 1 lesson in the US late at night but now they are taking it down with a weeks notice for 5 hours at a random time during the day 9am-5pm. I work from home online and have lost close to a thousand pounds because of these clowns. Why so many repairs????? Get the job done properly the first time. Give us WAY more notice. Don’t do it through the day or the evening.”

Helpful Report

Posted 2 months ago

“Awful experience. Tried to get an installation twice already. The engineer didn't show up any of the times, and now they won't give me an installation date because they have raised a ticket, so they have to wait until is resolved. Their costumer service provides no solutions and not even compensations. Horrible”

Helpful Report

Posted 2 months ago

“THE SHITIEST CUSTOMER SERVICE EVER. NEVER GOING BACK TO THIS PROVIDER EVER AGAIN”

Helpful Report

Posted 2 months ago

“My broadband is rubbish. I complain. It doesn't get any better. I tell them. Repeatedly. *Every* *single* *day* they email to say they haven't heard from me and can they shut my query. I don't know what to say anymore.”

Helpful Report

Posted 2 months ago

“Awful experience. Tried to sign up 3 months ago. 3 months later, after numerous delays, the system not working, and a botched installation attempt, I am still waiting. They obviously reduce all their customer service to a minimum to keep costs down. Worse, they have left an ugly plastic box outside my front door which they won't remove even though I have had to cancel. Not recommended.”

Helpful Report

Posted 2 months ago

“Rubbish company. It is been 10 days now and after endless email and phone calls , all they seem to do is raising tickets and closing them without doing anything!! They are all a bunch of incompetent people , from technical support to engineers who don’t know what they are doing , and customers service seem to be only trained to raise tickets , they can’t even make an internal call to move things or to tell me what is going on exactly. And after all of that they are lying and saying my service is running fine and they even sent me a bill!!! What the *k !!! Please don’t sign up to this rubbish company”

Helpful Report

Posted 2 months ago

“Called to renew, woman on the phone who sounded incredibly miserable to be there offered me to stay on same 500mb but to increase the price by £30 a month. I’d go from paying £14 per month to £44. What a joke of a company to try offer this ‘deal’”

Helpful Report

Posted 3 months ago

“Moving property? Want to cancel before your minimum termination because they don’t provide a service at your property? You can’t. Pay the exit fee. Although we would be very happy to carry on the service we still had to pay the minimum fee to exit the contract due to them not being able to provide the service. Most internet companies have a ‘No service Clause’ so if they can’t provide internet then it’s fair you can go but Hyperoptic will charge you. So if you are at a risk of moving within the contract - don’t waste your time with Hyperoptic.”

Helpful Report

Posted 3 months ago

“1 star - Repeated Failures, Lack of Coordination, and No Solution in Sight I have had an extremely frustrating experience trying to get my broadband service installed by this company. Over the past two months, I have had four separate failed installation attempts, with technicians citing an ever-increasing list of issues and requirements. On the first visit on July 1st, the technician said it was a "two-man job" requiring ladders and neighbor permissions that he did not have. I was then advised to reschedule, which took an additional 2 weeks. When two technicians came on July 22nd, they said it was actually a "four-man job" that required ladders, roof access, and dealing with a street pole. They also mentioned there were no notes in the system about the previous visit. I rescheduled yet again, and on the third visit, no one even showed up for the appointment. I spent the entire day waiting at home for the technicians that never arrived. Most recently, on the fourth visit, the two engineers informed me that there is no possibility to pull the cable from the pole at the back of the property to my flat. They explained that they would need to install a distribution box at the high street, which could take months, before they could then pull the cable to my home. At this point, I have no confidence in this company's ability to successfully install my broadband service. The lack of coordination between visits, the surprising new requirements cited each time, the complete no-show, and now the apparent inability to even connect my property have been extremely frustrating and unacceptable. I urgently need a reliable high-speed internet connection for both my work and personal life. But based on this experience, I would not recommend this broadband provider to anyone. The service has been an absolute nightmare so far, and there seems to be no clear resolution in sight.”

Helpful Report

Posted 3 months ago

“I have 1 gb fiber and every evening I enjoy speed drops to 0, and 5ghz WiFi goes down a few times a day. When it works it works good, but is unreliable af.”

Helpful Report

Posted 4 months ago

“Worst customer service, they are rude, unhelpful and don't help in anyways. Don;t go with hyperoptic!”

Helpful Report

Posted 4 months ago

Hyperoptic is rated 1.2 based on 122 reviews