“Copy of a complaint I sent them:
"I set up an account and arranged installation, and all that was pretty painless. I then got a date of 14th January, and was sent multiple texts confirming this date, one of which I replied to with '1' to indicate that yes, I did want the installation to go ahead the next day (the Tuesday). This confirmation was then confirmed by Hyperoptic, from a number which does not allow the receiver to call or text it in the other direction.
I waited in all day and received multiple texts again, assuring me that the driver would be there between 1 and 5, then between 1 and 2:15, which was even better. Around 12 noon I got a text saying the driver was on his way, which I was stupid enough to believe.
Moments later I got a text congratulating me on my new internet connection and assuring me that the router was up and running. This amazed me, since no-one had come to my flat or phoned me. I then contacted a customer service rep and explained that no engineer had visited my flat and I had no router, whereupon his first question was "Do you have a connection?" Clearly just reading off a flowchart of common problems. I asked him if my account was now registered as active and he told me the router was indeed responding, just apparently from some other address, which he was learning for the first time; and he did tell me that the one engineer he then asked about the mystery job had replied to say that he had been wrongly assigned to it and it was nothing to do with him. The rep then put me on hold for so long that I ran out of credit on my phone and had to hang up to buy more credit. This first rep never phoned back assuming I had lost connection, he apparently just abandoned it as a prank call or something.
The second time I phoned back I got someone else who had no idea what was going on, so I triple checked he had my number and asked him to phone me back when I hung up, since I couldn't just sit on hold, burning money all day. He assured me he would do so, then he didn't. Two failures to phone back.
Half an hour later I phoned again and got a third guy, who repeatedly 'double-checked with the team', only to get absolutely no information or contact anyone of any use, while offering no solutions. I then checked this guy had my number and wrung an assurance out of him that someone would phone me back by the end of the day with an explanation. Neither he nor anyone else phoned me back - three failures. (By the way, this cannot be put down to high caller volume, as each of the many times I phoned I was either 1 or 2 in the queue if not connected instantly - maybe most other people knew something I didn't.)
I finally had enough and contacted yet another person around 5pm, this one very willing to help but also confused as to what was going on. She attempted to check what had gone wrong and got nowhere, so she then asked if it was OK if she maybe contacted me back on the Wednesday after she maybe got in touch with the engineer who maybe might know what had happened, and of whose identity neither she nor anyone else on the team had any idea.
I told her this was not OK, after a whole day of being messed around by Hyperoptic employees who completely failed to do anything they said they would do, and instead told her that unless someone contacted me within the hour to confirm that the _correct_ installation would take place the following morning at the _correct_ address and for the _correct_ customer, I would be going elsewhere and putting in a complaint about your company. Obviously I was not contacted back (imagine my surprise), hence this complaint.
Your engineers repeatedly contacted the right number to set up the right modem for the right account on the right day, then managed to install it at the wrong address... That's amazing. And your customer service people are mostly clueless and lazy, unable to return a phone call they promised to return, or to contact anyone else who works at the same company, other than the people sitting in the same room - what use are they?"”
“**Most Disappointing Customer Service Experience**
After relocating, I requested an early termination of my contract. However, I was informed that the remaining balance due must be paid immediately. I requested that customer support terminate the connection at the date of the current contract to avoid the lump-sum payment. Additionally, I asked customer support to cease the service at the end of my current contact to ensure that I was not charged any additional fees.
Despite my requests, the contact was not terminated at the specified date. Furthermore, no records of our conversation have been maintained.
The customer support team is located in India, and their communication was characterized by rudeness and a lack of professionalism. The English language proficiency was also questionable.
I was informed that I would receive an email with a link to submit a complaint. However, no such email was sent.
Furthermore, I was charged an additional £50 for a 30-day period after the expiration of my current contract.
Given these experiences, I strongly advise against doing business with this company.”
“Everything That Could Go Wrong Went Wrong
- Hyperoptic attempted to send me the router but failed to include my address on the package
- Royal Mail returned it to the sender
- They activated my service and started charging me, claiming the router had been delivered
- I called customer service to cancel and was assured there would be no charges since I was within the cooling-off period
- Despite this, they sent me an invoice for a "monthly service charge"”
“Didn’t receive the voucher I was promised and when I tried to ask for it they said they had emailed it I asked for the email they said that they can’t resend it”
“Last year I got offered an unbelievable deal that I could not refuse. Just before christmas I got offered free internet for a year. It sounded too good to be true. I must clarify that I don't normally fall victim of scams; but my internet contract at the time with another internet provider was coming to an end and I took the chance. They told me that the next step was to obtain permission from the other freeholders so that they could install the equipment and connect me as soon as possible. As this was just before the christmas break, I had to rush to get this done so that I could get connected soon in the new year. The new year arrived, and with everything in place, I requested a date for the installation. Dates were not given and I only got vague answers. Since my internet contract with my other provider was coming to an end, I had no choice but to cancel everything with Hyperoptic and look elsewhere. However, a month ago, almost a year later, I came back home to find that Hyperoptic contractors were installing the equipment outside of my property. An ugly gray box and several meters of cables were installed without my permission. They didn't even knock on the door. They just turned up, put up ladders, and installed everything.
I have now complained numerous times. The complaint is handled by a large number of customer service representatives. The last one told me that they hire contractors to install but not to remove. I told them that was not my problem and that the equipment needed to be removed. I'm still going around in circles and equipment has not been removed.
I experienced misleading sales practices and a failure to honor cancellation.
I warn everybody to stay away from Hyperoptic.”
“Terrible customer service with getting bills at different times of the month with different amounts despite speaking to them for months to try to get it resolved”
“We had been with Hyperoptic for just over a year and it was rock solid - no downtimes.
But we upgraded our package on 18th September, and since then we have had constant issues. Regular outages with various red errors on our modem and router, leading to no internet.
We have a support ticket open for almost a month and have had zero (real) replies to it.
A Hyperoptic staff member from Reddit replied to me and said they had tried something, but right now we have yet another internet outage (15 minutes and counting).
Hyperoptic almost seem like a nonexistent company (from a customer service perspective).”
“I experienced dishonest and decisive behavior from the prestigious broadband company, Hyperoptic. After I moved houses, I informed them of my situation and agreed to pay a mid-agreement loss. One of the customer service representatives offered me a three-installment payment plan in early August. This arrangement was made in a recorded call after her manager's approval. She informed me that I could pay £132 in three installments - the first in late August, the second in late September, and the last in October. I made the first two payments, but in early October, I received a call from a recovery company demanding the remaining balance. This was shocking to me, as I was willing and already in the process of paying. They treated me as if I was a dishonest customer and were very poor in their management. Their system failed to keep their words. This call caused me stress and damaged my goodwill, despite the fact that I had already made two payments. I immediately paid the remaining amount, feeling heartbroken that they considered me a thief or dishonest person. Be cautious when dealing with them, as they may not honor their commitments and come after you later.”
“When it works, it's great!
It's a shame that when it comes to peak time useage, especially in apartment buildings, Hyperoptic does not work.
I've no idea why this year, four years ago they had the best speed, service and reliablity.
Now? As soon as it hits 5pm - it's like my internet is being throttled. Every page load is tedious. Even with Wifi Speeds of 300mbs - it's a miricle if my ping on video game servers is less than 400ms.
Raised tonnes of tickets. Done tonnes of diagnostics. They simply won't accept fault.
Would not be suprised if their record losses as a company have anything to do with their service falling off a cliff.”
“The Internet speed is fantastic and the price is pretty competitive.
However the 24/7 support do not respond for many weeks, the router has many simple features removed from it and they were unable to give me a usable static IP address, even though I have been paying for it for for 5 months.
I've advised others in my building not to migrate to Hyperoptic as the support is criminally poor.”
“We are now still waiting for a fourth appointment for a technician to come and connect our internet after the last three apointments no showed. Customer service is not helpful. Their own staff told us they are over run and cannot keep up, their staff told us we would be better off looking at other providers as they could not guarantee any timeframe for actually getting connected after waiting for weeks. So, we have now left for someone else.”
“6 times in the last 3 months they’ve taken my internet down for the whole area. It used to be annoying and lose me 1 lesson in the US late at night but now they are taking it down with a weeks notice for 5 hours at a random time during the day 9am-5pm. I work from home online and have lost close to a thousand pounds because of these clowns. Why so many repairs????? Get the job done properly the first time. Give us WAY more notice. Don’t do it through the day or the evening.”
“Awful experience. Tried to get an installation twice already. The engineer didn't show up any of the times, and now they won't give me an installation date because they have raised a ticket, so they have to wait until is resolved. Their costumer service provides no solutions and not even compensations. Horrible”
“My broadband is rubbish. I complain. It doesn't get any better. I tell them. Repeatedly. *Every* *single* *day* they email to say they haven't heard from me and can they shut my query. I don't know what to say anymore.”
“Awful experience. Tried to sign up 3 months ago. 3 months later, after numerous delays, the system not working, and a botched installation attempt, I am still waiting. They obviously reduce all their customer service to a minimum to keep costs down. Worse, they have left an ugly plastic box outside my front door which they won't remove even though I have had to cancel. Not recommended.”
“Called to renew, woman on the phone who sounded incredibly miserable to be there offered me to stay on same 500mb but to increase the price by £30 a month.
I’d go from paying £14 per month to £44. What a joke of a company to try offer this ‘deal’”
“Moving property? Want to cancel before your minimum termination because they don’t provide a service at your property? You can’t. Pay the exit fee.
Although we would be very happy to carry on the service we still had to pay the minimum fee to exit the contract due to them not being able to provide the service. Most internet companies have a ‘No service Clause’ so if they can’t provide internet then it’s fair you can go but Hyperoptic will charge you. So if you are at a risk of moving within the contract - don’t waste your time with Hyperoptic.”
“1 star - Repeated Failures, Lack of Coordination, and No Solution in Sight
I have had an extremely frustrating experience trying to get my broadband service installed by this company. Over the past two months, I have had four separate failed installation attempts, with technicians citing an ever-increasing list of issues and requirements.
On the first visit on July 1st, the technician said it was a "two-man job" requiring ladders and neighbor permissions that he did not have. I was then advised to reschedule, which took an additional 2 weeks.
When two technicians came on July 22nd, they said it was actually a "four-man job" that required ladders, roof access, and dealing with a street pole. They also mentioned there were no notes in the system about the previous visit.
I rescheduled yet again, and on the third visit, no one even showed up for the appointment. I spent the entire day waiting at home for the technicians that never arrived.
Most recently, on the fourth visit, the two engineers informed me that there is no possibility to pull the cable from the pole at the back of the property to my flat. They explained that they would need to install a distribution box at the high street, which could take months, before they could then pull the cable to my home.
At this point, I have no confidence in this company's ability to successfully install my broadband service. The lack of coordination between visits, the surprising new requirements cited each time, the complete no-show, and now the apparent inability to even connect my property have been extremely frustrating and unacceptable.
I urgently need a reliable high-speed internet connection for both my work and personal life. But based on this experience, I would not recommend this broadband provider to anyone. The service has been an absolute nightmare so far, and there seems to be no clear resolution in sight.”
“I have 1 gb fiber and every evening I enjoy speed drops to 0, and 5ghz WiFi goes down a few times a day. When it works it works good, but is unreliable af.”
