“Absolutely disgusting customer service in live chat a ask a simple question about my service that's been down all day all I said is it likely to be back on today only I've a fire TV and can't watch it he comes back with the engineer is on root I said I've had messages saying it on then another saying it's off all day then he comes back with well there isn't only me it's affecting I said well I hope we will all be compensated for this cause ppl have children and most ppl rely on the internet then he said it 48 hours for that and then he said if that was the case it should have been back on yesterday lol then I said wow your customer service is good all I ask was a simple question not to be messed to like I'm an idiot believe me first chance I get I'm leaving this company”
“#CS1387022
⭐ 0/5 Five years as a loyal customer, then a £400 charge
Five years as a loyal customer, then a £400 charge because Hyperoptic can’t serve my new home
I’ve been a Hyperoptic customer since 2021 and, until now, had been happy with the service. Unfortunately, the way they’ve handled my move and subsequent complaint has completely changed my view of the company.
I recently purchased my first home and wanted to take Hyperoptic with me. The problem is that Hyperoptic doesn’t provide service at my new address.
Despite the fact that I WANT to remain a customer and the only reason I’m leaving is because Hyperoptic cannot supply my new property, I’ve been told I need to pay an early termination fee of approximately £400 because I renewed my contract in June 2026.
What makes this even more frustrating is the reason I renewed in the first place.
My out-of-contract price was due to increase from around £43 per month to around £70 per month — an increase of approximately £27 a month. Faced with such a significant jump, I felt I had little practical choice but to renew my contract to keep my broadband bill at a reasonable level.
I renewed in good faith, fully intending to remain a Hyperoptic customer. Shortly afterwards, I purchased my first home and discovered that Hyperoptic simply cannot provide service there.
So I now find myself in a ridiculous situation: I renewed because the alternative was paying around £70 a month, and I’m now being asked to pay approximately £400 to leave a contract I would happily continue if Hyperoptic could actually provide the service at my new home.
I raised a formal complaint on 23 July, questioning whether charging the full amount in these circumstances is fair and proportionate. I also asked Hyperoptic to explain how the £400 charge had been calculated and how it reflects their actual loss.
I received no substantive response.
On 28/29 July, Hyperoptic acknowledged my complaint and told me they needed more time to investigate, stating that they would respond in full within 10 business days.
It is now 10 August and I am still waiting for a resolution.
I’m not cancelling because I’ve found a cheaper provider. I haven’t changed my mind. I’ve been a customer for five years, I wanted to stay with Hyperoptic, and I would happily transfer the service to my new home if they could provide it.
Instead, after five years of loyalty, I’m facing a bill of around £400 because their network doesn’t cover the property I’ve moved to.
I understand that contracts have terms and that early termination fees can apply. But surely there should be some common sense, fairness and proportionality when a customer has no realistic way of continuing the service.
I will now allow the formal complaints process to run its course. If Hyperoptic does not resolve this, I intend to refer the matter to the Communications Ombudsman once I am eligible to do so.
Coincidentally, I have also recently been in contact with a journalist working on an article about telecoms cancellation practices in the UK. I have shared my experience with them as a real-world example of what can happen when a customer moves somewhere their existing provider cannot serve.
I would much rather Hyperoptic simply looked at the circumstances, applied some common sense and resolved this fairly.
I’ve given Hyperoptic every opportunity to do that. So far, I’ve had delays rather than a resolution.
A very disappointing way to treat a loyal customer and end a five-year relationship.”
“Customer support is non existent. They consistently lie about waiting times. Once the internet is down you’re on your own and the only option is to pray to god.”
“Customer support is non existent. They consistently lie about waiting times. Once the internet is down you’re on your own and the only option is to pray to god.”
“Customer support is non existent. They consistently lie about waiting times. Once the internet is down you’re on your own and the only option is to pray to god.”
“I have experienced ongoing internet reliability issues throughout my time with Hyperoptic. Despite investing in a fully wired Google WiFi Pro mesh network in my home, I continued to experience dropouts, leaving me with little confidence in the service.
Customer support has also been disappointing. It’s extremely difficult to get through by phone, and when I asked to speak to a manager I was told I couldn’t and was instead instructed to send an email.
I renewed my contract after receiving a renewal email, but within three days decided I wanted to cancel due to the ongoing issues. I was then told I had no cooling-off period because I was an existing customer renewing my contract rather than a new customer opening an account. Whether or not that’s contractually correct, it feels like a very poor customer experience when someone changes their mind just days after renewing.
Overall, unreliable service, poor access to support, and an inflexible approach to customer service have left me very disappointed. I won’t be renewing again or recommending Hyperoptic.”
“Very disappointed with Hyperoptic’s customer service and overall reliability.
Both I and other residents in the building experienced a full internet outage starting at approximately 6AM on 24.06.2026. While I understand that customer service may not operate 24/7, I would expect a technical team to be available out of hours, given that this is a 24/7 service. This is standard practice among most internet providers.
Although the service was eventually restored later in the day on 24.06.2026, the connection remained unstable and intermittent. Then at around 7PM on the same day (24/06/2026), the outage occurred again and hasn't been restored since!
Despite having an open support case, I have received no response nor updates from Hyperoptic throughout this time. The lack of communication and transparency has been particularly frustrating, especially during an ongoing, building-wide issue.”
“Almost everything. Basics. 1) Phone line takes over 20minutes on average to answer. Too too many security questions starting with account # - then address, house #, 1st and second name, birthday. 2) Billing went wrong. took 5 emails and 4 phonecalls to resolve. 3/ Service connection to printer and other devices dropping. Phone cuts out. Cannot download material . Judge by the reviews and score of 1 and a quarter stars and 3% -This company is a nightmare.”
“I have a contract with Hypertopic and am moving home to an area they do not cover. As such they cannot continue the contract yet they are attempting to charge me £232 exit fee despite it being their inability to provide the same service being the reason the contract must be terminated.”
“I have recently encountered significant issues with the customer service at Hyperfiber Opticians. My attempts to resolve a matter regarding my account have been met with an automated response system, which places me on hold for prolonged periods—two hours in my case—without any human interaction. This experience has left me feeling undervalued as a customer, as my inquiries seem to be disregarded. It appears that their primary focus is on obtaining payments rather than addressing client concerns. I strongly advise against signing a contract with this company, as their customer service lacks the necessary human touch and responsiveness that consumers deserve. Engaging with them feels more akin to a transactional obligation than a valued partnership.”
“Hyperoptic started off quite well 4 years ago. However, recently I have experienced poor and rude customer service. If you are considering this company for your internet, you should really take a long look at their terms and conditions as they give you the impression that a month-to-month service incurs no termination fee, and then they still charge you for an extra month if you don't give adequate notice. Also, beware of their contract service. It isn't set up with the customer in mind. They count on you to forget so that they can charge you almost twice the rate when you don't renew. I missed my renewal date by 1 day. I called them, and the lady was very rude, insisting there was nothing that could be done. I have never missed a payment, never cancelled within a contract - if I may say - a great customer. However, they would not allow any changes. I was charged almost twice the payment for the next month, and due to this I decided not to renew my contract. A good company has its customers at the forefront, understanding that this is how income is generated. I understand abiding by terms, but even within these terms, they have stated that they can be waived in certain instances. I wasn't looking for special treatment, I was just looking for them to understand that we are humans. We forget. We make mistakes. Or things happen outside of our control. We are understanding when their internet service fails, but they cannot understand when we miss a contract date. And its not just me. I have a neighbour to which the same thing was done. I wouldn't recommend this company now...I have since switched and have gotten a faster speed for way less. Hyperoptic, I expected more. You should take note and do better for future customers. Cheers!”
“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.”
“There is a procedure for closing your account if you are moving out (there is no option to simply push a button and opt out at the and of you service plan) by contacting service team via separate chat. I've submitted a request 3 weeks at advance, no one replied so I've submitted another one a day before the end of my plan.
I got auto enrolled for another month (£53) regardless. After contacting service team via another channel they terminated my account, but I still need to pay for another month regardless.
So to recap, I've followed proper procedures of account termination due to moving homes, it was ignored by Hyperoptic, I got billed for additional month for a broadband in a place I no longer live at (new tenant is getting billed for the same flat as well) due to their mistake.
Predatory practices, please choose another broadband supplier if you can.”
“I’ve been with Hyperoptic for 9 years, renewing every 2 years for better deals, but I overlooked the fine print. When I moved to an area they don’t cover, they still charged me £300 to end my contract: no flexibility, even though they couldn’t provide the service.
Customer support made things worse: ignored tickets, broken payment links, and constant threatening emails about returning equipment. The only way to contact them was through a slow and unhelpful live chat.
If you’re a renter or move often, beware: read the contract carefully and think twice before signing up”
“Their referral scheme is a scam. They make it deliberately complex so that they can get out of giving the rewards. I received a code which I provided for a neighbour whose application I filled in for him myself. I used the link I sent him and there was no reference number to input. I expected the initial code I sent him with the link would have sufficed. Then after a series of frustrating emails and long delays in getting a response form them I was told that even though my neighbour subscribed to the 500 programme for broadband and I provided his email and details the decision was from Hyperoptic that we are not entitled to the vouchers advertised because a further reference number was required in the application. Clearly, if there was any intention of honouring the promotion they could easily have confirmed the new subscription from my link code. The conclusion to be drawn is that the whole promotion to get customers to refer new customers is a scam.”
“Due to being completely ignored by the hyperoptic team I am having to share my comms here.
I am writing to formally escalate an issue regarding the lack of internet service at my property. This has been an ongoing problem since we had the install in July. Despite numerous calls, emails and attempts to resolve it, there has been no progress.
For context:
I am currently using over 125 GB of mobile data per month because the internet is entirely unusable in one side of the house.
Basic functions like streaming music or watching TV are impossible due to constant buffering and dropped connections. My devices regularly disconnect from the Wi-Fi, particularly in my bedroom and bathroom.
We have an open case, and I have a record of countless emails and touchpoints confirming that the service is not working as promised.
We urgently need this matter resolved in form of a cancellation. I am requesting an immediate cancellation of my service and a full credit for the period during which it has been unusable.
If I do not receive a response from a member of the escalation team by the end of the day on Thursday, I will be reporting this matter to Trading Standards.
Case: CS0498231”
“DO NOT ENTER INTO A CONTRACT WITH HYPEROPTIC!
I have never been with a more corrupt, impudent and incompetent broadband provider. I entered what I thought was a standard 24 month contract with them I decided not to continue with their appalling services *at the end of the contract period*. Prior to the contract expiring I used USwitch and initiated a switch to a different provider. My contract ended on a certain date and in normal terms that would mean that both parties are no longer obligated to each other past that point…. NOT ACCORDING TO HYPEROPTIC. They put me on a rolling contract without my consent and despite my clear notification (through USwitch on my behalf) that I do not wish to continue with their services. They have demanded payment for an additional month (where I will be with a new provider) as they apparently still consider you “in a commitment with them” even after your contract ends! This is not clearly stated in their terms and conditions nor is it readily available information. They are impudent vultures waiting to sink their claws into the average consumer and get a few extra quid as they are rapidly losing customers (very understandably). STAY WELL AWAY.”
“I have an issue with my router that I had to wait to Monday morning to be reported, because it happened during the weekend, and after waiting quite a lot of time on the phone now I have to wait until Thursday for someone to come and fix it, and it is Monday. The worst service ever. How can you have 3 or 4 days a client disconnected, specially when internet is needed to work? Insane, really bad service.”
“Worst experience ever in customer service and wifi service as well.
Wifi keeps dropping and after waiting for 2h to speak with someone, the problem just happen again. This is unacceptable and who is managing this company should be extremely proud of providing a service of this quality. Avoid at any costs”
