“I moved in to a new build house on 29-Oct-2022 in Kent area. The house came with an Hyperoptic line and router already plugged in but just needed activation. There are 2 other lines - Openreach and Virgin. Our developer, Bellway, got a deal from Hyperoptic in the hope that new home owners will have internet set up once they move in. As explained during our home demo a week prior to our completion, we just have to ring up Hyperoptic to activate the line and set up an account with them. That turned out to be the biggest failure and the most stressful first few days of being in a new house. I work from home and needed a good network connection as soon as possible. When I called Hyperoptic on the 29th, I was told they do not service our area yet despite me telling them that there is a router in place. I then tried their website and got the same answer but I filled in the form. Katarina Nikolic responded via email saying the opposite that they have service on our address and they just need to set up and account. "Your new home is already connected to our full fibre network....all you need to do is select a package and call us". That was the biggest BS they told. I emailed back on the same day and got no response (until this date of writing this review). I called again the next day, got the same response from one agent. Then called again and spoke to Nayema who was better than the rest of the agents who didn't care or even explored WHY WE HAVE A ROUTER but they keep telling me there is no service in the address. Multiple calls every single day to follow up and still no joy. Nayema told me that he escalated it to management and sent an email to the developer (he can't tell me what info they need, perhaps it is to confirm that I really the home owner of the new house. Who in the right mind would set up line in someone else's address?) Anyway, on Monday 3rd Oct I went to see the developer's sales team and asked if they can help or they received email from Hyperoptic. They haven't. Another lie again from Hyperoptic. On that day, openreach happened to come and activate the line. I was able to get a package from BT hassle-free. Although it's more expensive (around £5 since I got an NHS discount), I can honestly say that the cheaper package with Hyperoptic is not worth it. I was supposed to get the 3 months free with them as a package included in my new home, but I've just had the worst experience with Hyperoptic customer team and would DISCOURAGE all my friends and relative (or you for that matter) to stay away from this company.”
“Everything has been connected but no internet , phoned them put me on hold 65 minutes later my call was disconnected this happened twice so tried there chat line that was even worse put in a queue over 90 minutes later when I was next they said had lost my chat so I should start again this happened three times . So I emailed customer services no response so emailed another four times finally got a response saying we’re looking in to it, days later they haven’t got back to me WHAT A DISGRACE !”
“Be warned - Do not use!!
They advised that the property had Hyperoptics already installed (New build). This was not true. Subsequently despite dozens of phone calls they could not even provide a date for an engineers attendance! Customer service is inept and either unable or unwilling to assist! Cancelled and had Virgin installed within days!”
“Absolutely shocking service.
Do not recommend.
Ive had people coming out to my property to set me up, yet nothing is documented on the other side so they wont let me internet go live. No one gets back in touch or leaves you waiting without resolving anything.
Asked to speak to a manager but refused to let me speak to one, refused to give their names when wanting to know who i am talking to.
They are wasting peoples time, no communication from anyone and not even trying to resolve anything.
As of 26th - still no internet.
Called to cancel due to the time wasting provider that doesnt care about customers but want to take their money.
Ive had no internet since been with them, they have sent me a bill.
Today i called to cancel die to been a joke and they told me i will still have to pay a months worth of my wifi, even though theres been no internet in the property since signing up to hyperoptic.
One joke of a company if they can even call themselves that. Cant provide a service yet they still demand money.
Also you can never get through to a manager, Why is that?”
“No service provided, customer service is not helping at all, keep repeating the answer like they can’t help, you should wait. Those engineers are missing like disappear in blackhole! Never use again.”
“They are unwilling to cancel my (now finished) contract without me paying an extra month for no reason.
The customer service experts are complaining TO ME that they need to spend "6 minutes on the phone to deal with my issue"
I queue for 30-60 minutes with no response, yet I'm number 1 in the queue.
Once I get connected, it gets disconnected. No call back, need to queue again.
All this to cancel a contract that is now finished.
Did I forget to mention that they charge you double the price for rolling the contract? Aka this extra month I need to pay is actually worth 2 regular months.
The list keeps going.
This company is CRIMINAL and I have never seen a more unprofessional bunch congregated like this.
Did I forget to mention that their speeds aren't actually what they claim in speed tests?
THE LIST GOES ON!”
“No internet for two days. Multiples calls , emails , tweets but no response on status of fault and when service will be repaired. Just renewed contract recently so can’t cancel without hefty penalty but this rubbish”
“My internet has been down for 29 hours and it is still not fixed! I have lost a day of work and now on day 2 of lost work, what is going on?!? As well as no internet, I have no phone as it is a VOIP phone, and no TV too. When I call to complain to a manager they don’t have any available, offer no compensation or any alternatives for people working from home. Very poor.”
“Poor service! I need to move home and this company has no coverage there. The bad customer service said I need to give £179 punishments for the cancellation! Everyone has this same situation will get waived at the other company because every company knows that it is not the fault of the customer!”
“They claim that I have renewed late and charged me an extra £1.14, I asked for it back and they refused..... that's right £1.14!!!! no customer goodwill, NOTHING...”
“Hyperoptic hides the fact that they share your IP. Most Internet providers do not do that, because it creates a wealth of insolvable problems for the end-user. When confronted with this hidden sabotage, hyperoptic demands an extra 5 pounds monthly to stop sharing your IP and thus bring you to a similar setup as what most other Internet providers obviously do for free. This is extortion.”
“Ordered Hyperoptic fibre in London, they confirmed it was available in my area.
Throughout the installation process I got sms's, phone calls, and emails that were all inconsistent with each other (an sms would say something is ready, then I'd phone and it wouldn't be ready, etc). The website to book installation didn't work at all and always had incorrect info on the status of the installation.
Asked several times to escalate, to be forwarded to a manager, employees would reply, but always ignored my requests to escalate.
After 2 weeks, no work had been done. I was told I could finally book a pre-install (not even the install!), but next availability was in 10 days.
I told them this is terrible service and they forwarded me to the complaints department, who would contact me within 48 hours. The complaints department never contacted me. After 2 days, I told them to cancel the order and signed up with Zen (which took 15 minutes).”
“Extortionate cancellation fees and terrible CS!
Iv been with hyperoptic over 4 years and had to move out of an apartment due to my landlord selling up. Hyperoptic assured me on chat my cancellation would cost no more than £150.70 and to contact CS before cancelling to see if possible to reduce. After going to CS they added on another months charge making the total cancellation fee £171.22 their CS agent on the phone couldn’t even explain why the fee had changed from £150.70 to £144 plus an extra month! Iv reccomendd hyperoptic to many people and was a loyal customer but never again!! AVOID”
“The worst customer experience I have ever had. Rather than go into the details i'll be brief and to the point. No internet since 1st December 2022 (3 months ago), three engineer visits with no solution. A 7 week wait for them to arrange a fourth. 6 phone calls where I've have had to chase and no resolution date in sight. I would cancel if i could but they are the only providers of fibre in my area. Currently escalating to regulator. STAY AWAY.”
“Despite being sold as all singing and all dancing, I've been left far from impressed with this "service". Engineers visited on 31/01 to install in my flat. The router was installed, but the fibre couldn't be used, as "stage 1" need to revisit the downstairs cabinet, as the "fibre is damaged". A few days went by and nothing happened until I got confirmation on 05/02 that it was now working and it worked from 06/02 until 07/02. The router is now flashing red on the internet button and "stage 1" need to revisit. After waiting on hold for around 28 minutes, I get through to complain but they've misunderstood and sent out an engineer to my flat again today, when it is a DIFFERENT TEAM needing to attend. Sheer incompetence so after 9 days, still no consistent service.
I really would avoid.”
“I wouldn’t recommend this company very bad bad customer service
I had issues with land line and they could not fix this issue as the deny there is a fault
I do not get any incoming calls from outside to my landline”
“I've been with Hyperoptic for years and have recommended them to many people which is why I now feel a sense of guilt.
There have been a few occasions where the service has gone down unexpectedly and that's totally fine, no service always works perfectly and whenever I've called the people have been polite and helpful, and the issue was resolved quickly. On the last occasion however ther service went down due to a battery failing (the backup didn't kick in/hasn't been replaced) which led to over half a day without service when it is something that could easily have been prevented, and most recently, on Christmas day itself the service went down. It was the first time in 2 years my family have been together due to the pandemic, and I'd been planning to host virtual parties and movie sessions and games with extended family who couldn't be here due to the rules. When the connection went down I immediately called customer service and don't think I've ever spoken to a more apathetic person. They couldn't have cared less, explained they had no information, advised I'd get an update via text (9 hours later, still no update), advised there was no ETA and I'd just have to wait. All my of Christmas plans came to a halt, I've had no update from Hyperoptic, I can see from twitter someone else's account has gone down hundreds of miles away, and I'm currently calling (40 mins on hold) to try and find out what's going on.
Hyperoptic used to be the #1 service I'd recommend, but in increasingly uncertain times (working from home, relying on an internet connection to host parties or catch ups) you need reliability more than just speed and I don't think Hyperoptic focus too much on the latter.
Unfortunately I'd recommend people look elsewhere; Hyperoptic are just getting worse. I still don't know why the service went down, and is **still** down, but it ruined my Christmas plans which had been two years in the making and the customer service couldn't care less. Avoid.”
