Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.15

1.2 Rating 141 Reviews

3 %

of reviewers recommend Hyperoptic

Company Reviews

Questions

Metrics

1.2

Based on 141 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	51.86 minutes

Visit Website

Write Your review

Tell us how Hyperoptic made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Hyperoptic 1 star review on 3rd April 2025

Anonymous

Hyperoptic 1 star review on 31st July 2023

Anonymous

Hyperoptic 1 star review on 25th July 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”

Helpful Report

Posted 1 day ago

“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.”

Helpful Report

Posted 5 days ago

“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.”

Hyperoptic 1 star review on 2nd October 2025

Helpful Report

Posted 2 weeks ago

“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”

Hyperoptic 2 star review on 26th September 2025

Helpful Report

Posted 3 weeks ago

“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.”

Helpful Report

Posted 3 weeks ago

“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”

Helpful Report

Posted 1 month ago

“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.”

Helpful Report

Posted 1 month ago

“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.”

Helpful Report

Posted 2 months ago

“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”

Helpful Report

Posted 2 months ago

“They overcharge.”

Helpful Report

Posted 2 months ago

“One of the worst customer service experiences I have had We are moving home and found out that Hyperoptic does not provide service at the new address. Instead of offering a reasonable solution, they expect us to pay for the full remaining year of the contract — even though they cannot deliver the service. I have been trying to contact their helpline for over 10 days now. Every time I call, the lines are constantly busy, with hold times stretching beyond 1–2 hours, and still no response. When I raised a ticket online, the replies were rude, dismissive, and completely lacking in empathy. The support team came across as incompetent and inconsiderate, showing no intention to help or understand the situation. For a company that claims to be a communications provider, Hyperoptic is shockingly bad at basic customer communication. I would not recommend them to anyone who expects reliability, fairness, or even the slightest level of customer care.”

Helpful Report

Posted 2 months ago

“Terrible customer service, tried to claim they weren't notified about disconnection when switching to a different provider (they were), and proceeded to bill for several months of service that they weren't providing, and knew they weren't providing. Will try to squeeze every penny they can out of you.”

Helpful Report

Posted 3 months ago

“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.”

Hyperoptic 1 star review on 9th July 2025

Helpful Report

Posted 3 months ago

“I’ve been a Hyperoptic customer for years, and after this experience, I won’t be for much longer. I recently discovered I’ve been paying £67/month for a broadband package now advertised at £46/month at my address. That’s a huge difference, and I’ve been overpaying for more than six months — quietly moved onto a higher price with no real effort to help or adjust. They’ll point out that they sent an email in January — but that doesn’t justify charging £21/month more than their current rolling monthly price. They told me the higher rate is because I’m “out of contract,” but that’s misleading — I’m on their monthly rolling plan, and that’s now £46/month. So why was I still paying £67? When I asked them on the phone, the first customer rep I spoke just said: "I don't know why". To make matters worse, I’ve also been charged for their “Total Reach” add-on — designed for large homes. I live in a small flat. No one ever explained what it was, and I’ve likely been paying for it for years without needing it. When I then got to the second customer service rep, I was told I don’t qualify for the £46/month deal — even if I cancel and rejoin — just because I’m an existing customer. That’s outrageous. So they reward new customers and penalise loyal ones. There’s no complaints phone line, their website has no clear complaints process, and when I finally got through, the second rep I spoke to (Sasha) was argumentative, rude and completely unapologetic. Hyperoptic love to market themselves as fair and customer-focused, but in reality, they’re just quietly exploiting loyal customers and hiding behind vague policies and scripted excuses.”

Helpful Report

Posted 3 months ago

“Absolutely unacceptable service from Hyperoptic. I moved into my new apartment last Thursday and found the Wi-Fi wasn’t working — the red alarm light was on from day one. I spent several hours on the phone with customer service, only to be told the earliest an engineer could come was the following Monday. As someone who works from home (including weekends), this delay cost me four full days of work as I live in a tall building that doesn't have signal/data coverage from this height. The engineer who came on Monday temporarily fixed the issue, but the internet went down again by midnight Tuesday. I then had to spend even more hours on the phone, being passed around different team members, receiving conflicting information, and getting no real answers. I was eventually told the issue was due to a server error and that my account had been incorrectly linked to the previous. Despite repeatedly asking to speak to a manager, I’ve had no clear resolution, no working Wi-Fi, and no compensation — just over EIGHT hours on the phone and a whole lot of stress. This has caused serious disruption to my work and income. I’m beyond disappointed and wouldn’t recommend Hyperoptic to anyone based on this experience. Update: it's now the following Wednesday (6 days later) and I still have no WiFi and I've been told it could be days until this is resolved. Someone needs to resolve this issue for me ASAP.”

Helpful Report

Posted 3 months ago

“My internet suddenly stopped working on a Friday night. Apparently someone recently moved into my building and "made a new account" using my address and that caused my nearly 4 year old connection to get cancelled. They convinced me to get a new monthly-rolling contract with them on Tuesday and was told I will have internet the next morning. Six days have passed and its Thursday evening at the time of this review, but I am yet to get a solution after calling them DAILY and waiting over 60 minutes to get someone to pick up!”

Helpful Report

Posted 3 months ago

“Do not recommend. Very bad service and customer experience.”

Helpful Report

Posted 4 months ago

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

Helpful Report

Posted 4 months 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.”

Helpful Report

Posted 4 months 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 4 months ago

Hyperoptic is rated 1.2 based on 141 reviews