“It took two months to install!
Useless customer service people who act like robots!
Had to re-arrange five times!
You can't escalate anything, and they always blame their subcontractors when the fault is those who sold us this nonsense broadband scam.
STAY AWAY. I REPEAT, STAY AWAY.”
“Moved in to a new flat, looking for internet providers we were interested in Hyperoptic. A salesman quickly informed us that a new installation to the building would arrive shortly, and soon after the internet would be ready to go. Great we thought.
1 month passes with promises of "next week" being the installation date. Never happened. Finally we find out that the building is connected. Hooray! All we need is a tech to connect it all up for us. Perfect. Date of installation? 20 plus days after the building itself is connected. We tried getting it expedited, calling multiple times and finally we were able to arrange for the tech to come sooner.
They were scheduled for a Monday. Over the weekend we received 2 optimistic texts saying that technician is coming. Wonderful we thought. Now its Monday. And what happened? "We are so sorry, your technician was cancelled.". We were notified of this AFTER the technician was supposed to come and only because we called. I bet if we hadn't we wouldn't have even been notified.
How is it that an ISP in the UK is worse than the ISP from the Second World country I come from? How is this at all acceptable? How can you keep promising and promising and deliver exactly 0? Nothing. Nada.
My review? Stay away. Stay far away from Hyperoptic. Almost 2 months promising internet. And it's not like we live in the middle of nowhere. We are 40 minutes away from central for gods sake.
If you dont have the people to do the work, why even offer a service.
0/10, give the company over to someone who can atleast get the internet installed when they say they would.”
“Big companies installing cables in front of your door without consent!! Also trustpilot allows them challenging the negative reviews. Even when you write back to trustpilot with evidence that your review is legit they still didn't put it back. This means the review ls are not accurate at all...costumers check in different platforms before you choose a service!!”
“***Day 6 without a working internet connection***
I signed up to Hyperoptic on the 14/08. The internet connection randomly stopped working on 24/08 - in the middle of the work day.
I then called Hyperoptic and they advised an engineer is not able to come out to fix the issue until the 08/09 - a full 16 calendar days later.
16 calendar days without internet is unacceptable - especially for someone WFH! After Multiple calls, emails and complaints to Hyperoptic, I have not received any urgency from Hyperoptic’s end to resolve the issue!
I am extremely disappointed with this level of service I am receiving from Hyperoptic!
I now have to spend additional time, money and effort to organise alternative access to the internet while I wait for Hyperoptic to respond. A working internet connection is the minimum standard I expect from an INTERNET SERVICE PROVIDER - and Hyperoptic are not able to even provide that.”
“Hyperopitic does not provide timely customer service
Hyperopitic damaged the port to my apartment from their central router during regular scheduled maintenance. The engineer did not follow QA procedures to assure that all the ports were working properly. Now they can only offer to send an engineer to fix the mistake in seven days. I work from home so this is a serious problem. I was not offered a way to access internet, expedited service since they caused the problem just a £27 compensation. That is not material for the loss of service, inconvenience and lack of solutions. Oh yes, I did get a mealy mouthed form email apologizing for the inconvenience - unsigned because whoever sent it must be ashamed to affix their name.”
“We got Hyperoptic for Business, because we thought it's the best out there. When the engineer came to install the router, he placed it in an office far away from our main shop area where we need WiFi. We explained where we need internet and was told that we will have no issues. After installation we realized that we have very poor speeds where we need it most. We then got two boosters (which they charged us extra for) to fix the problem. The internet is so bad that the boosters cant even pick up the signal. We are paying £225 per month for 1Gb internet and we get about 70Ghz in the main shop area. We have contacted Hyperoptic several times about this, but they have a lot of excuses such as staff on leave and that they don't grantee wireless speeds. We have asked them several times to come and move the router then, but they simply didn't turn up. We are not stuck in a contract with them for 2 years and we don't know what to do.”
“13 weeks after the initial call to change company (why did I decide this??!), 30+ calls and 4+ hours in the phone with them, there is still no service in this house.”
“I wish I could give this disgraceful company lower than 1 star. Their customer service is the worst I have ever experienced. Their staff are rude and just talk over you, whoever trained them needs to be fired! They are also very incompetent, I called their "customer support" line and was told something different every time I called. Each "advisor" providing contrasting information, one of them even suggested I google the problem myself!! They sent out an engineer to my flat who didnt even work for them and turned up without the correct tools for the job! They didnt even apologise for wasting my time. They price is a rip off. PLEASE PLEASE AVOID THIS COMPANY AT ALL COSTS”
“I have had an awful experience with them. When I reached out to them after the contract ended to downgrade as I DID NOT NEED that level of internet, they argued with me that for the same price, I can have faster internet and that it was a better deal. I was not told that this was another fixed-term contract. However, after I agreed to it they sent me the T&C so that I could not get out of the contract. Now when I am moving home and they are not available at the new location - they are forcing me to pay the remainder of that contract up-front. Although they are the ones that have determined it's not financially viable to provide internet at that location. Absolutely appalling behavior towards the loyal continuous customer... especially during the cost of living crisis. I would not be recommending them to anyone I know.”
“Just wanted to share my recent frustrating experience with my ISP, Hyperoptic.
I've been with Hyperoptic for about 4 and a half years and until now, they've been fairly decent with minimal outages and resolved within a reasonable timeframe. Though I believe that what really shows a service's worth is how they act when there is a reasonable impact and Hyperoptic have been incredibly bad in that sense.
On the morning of May 20th our internet was completely out. This came at a terrible time for me as I'm in the middle of an important work-related certification online bootcamp. I've been forced to use my limited mobile data, which is running low and is causing my course to lag or disconnect at times.
Hyperoptic is insisting that they can't send an engineer until May 31st. That's a 12 day outage, is it just a post covid thing that generally slowed response times down? They claim this is pretty standard.
Furthermore, there seems to be a pattern where after an engineer visit, a new outage occurs elsewhere in the building. I reported this to Hyperoptic, but they seem to insist that it's a "isolated incident". It's clearly not isolated as I've confirmed there are other residents with the same issues in the same building that utilize the same patching switch.
As I understand it, in the beginning of May there was a general outage, some users were impacted. An engineer came to resolve the issue and other users that previously had no issue had outages. Another engineer came to fix their internet and at the very least 2 of us are now out of internet. I find it hard to fathom that it's an isolated incident and it's not just a negligent engineer that's not fixing the root cause or causing impact which attempting to fix others.
Meanwhile, I've heard from another resident that there was an engineer on site yesterday to resolve an issue of their neighbour with what sounds like the same issue. Hyperoptic had told me that they requested an earlier time slot and their scheduling team denied it twice. Seems like they have an incredibly poor scheduling processes in place.
Overall, I've been disappointed with Hyperoptic's handling of this issue. It's made me consider switching ISPs. I believe the true measure of a company is how they handle problems, and so far, Hyperoptic hasn't been impressive.
Just thought I'd share this for anyone thinking about using Hyperoptic. It could save you some hassle.”
“Terrible customer service! Been waiting over 2 years to have their service activated in our building. They never provide an update, never call back and no response to emails from Customer Service. Truly awful company to deal with.”
“The moment you have a problem, they take forever to repair. They are very nice on the phone but totally helpless in solving issues quickly. As a business, we experienced our 3ed time with no internet for over a week causing us massive losses.
Hyperoptics call center is based overseas and the company is managed terribly, I regret ever signing up with them.”
“I called today to try to open a new account with this company, the customer service person I spoke to was so unhelpful. I told them my address and because my building was a factory before a lot of flat are not showing, I try to explain to him that they are a lot of people that have the Internet from hyperoptic in my building. The customer service person told me i cannot see your flat you cannot have internet from we do not cover your area!! I explain that he can enter the address manually as many people that leave here have the internet he said we cannot help you and hang up. whoa, fine if you do not want any customer fine i stay with virgin then!!! great customer guys carry on like this and you company will go bust lol!”
“I quote the sale manager Richard Smith : "I GOT BIGGER FISH TO FRY".
If you're a small business, apparently you're not worth the time for Hyperoptic, I have dealt with many suppliers, never had single customer manager say something like to me. The ironic part is Richard reached us in the first place, we did't beg him to take our money, suggest you all to avoid Hyperoptic business broadband”
“I have had hyperopic for 3 weeks - every week I have woken up with no internet. Calling customer service is like banging your head against a brick wall. I have never experienced such incompetence, rudeness and inappropriate behaviour across the board. They simply refuse to listen, or send out a technician to support you with issues. For complaints you simply get an email - which remains today unanswered.
my advice - stay away. It promises great speed - but leaves you with a headache.
Im returning to Virgin.”
“Since the installation, I was expected to have Fiber Optic deployment and it appears that it was Cat5e to the door and then to a very old Router made by Nokia which does not support Gig Port. my speed was promised 500MB up and down, and I receive 211MB down so far.
Very unsatisfied and unhappy with the outcome. during the day while I am on Netflix, it is buffering every certain time. and more of that”
“Horrible service. Internet went out contacted them straight away, the could not connect to modem. Said they would call back and they never do. Almost a week now, they said they would send out someone and they never show.”
“we dont have internet since 4 days and we are working from home. and when we talking to the service provider they are saying they don't know when they can provide the service. they have to understand we are working from home and we are going to loss our jobs if this is the case.
And the customer service are very rude and they are not providing proper answer.”
“I am very disappointed from your service.
They broke my internet for a week leaving me not in possibility to work at all as I am supposed to do from home. Customer service is not understanding a d not decent at all. For 32 pounds you have me lot of stress on top of health condition.
Thank you for nothing, this is how you treat your customers”
