Hyperoptic Reviews

Name: Hyperoptic
Rating: 1.15

1.2 Rating 130 Reviews

3 %

of reviewers recommend Hyperoptic

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1.2

Based on 130 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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“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 days 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 1 week 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 2 weeks 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 2 weeks 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 weeks ago

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

Helpful Report

Posted 1 month ago

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

Helpful Report

Posted 1 month 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 1 month 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 1 month 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 month 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 2 months 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.”

Helpful Report

Posted 3 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 3 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 3 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.”

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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 4 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.”

Helpful Report

Posted 4 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 4 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.”

Helpful Report

Posted 4 months ago

Hyperoptic is rated 1.2 based on 130 reviews